National Bank of Greece2008年CSR報告.pdf

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1、C O R P O R AT E S O C I A LR E S P O N S I B I L I T Y R E P O R T2 0 0 8 A T I O N A L B A N KO F G R E E C EJohannes Rabe,(1847)Oil on canvas,32.5 x 42.5 cmKotzia Square,AthensC O R P O R AT E S O C I A LR E S P O N S I B I L I T Y R E P O R T2 0 0 8 A T I O N A L B A N KO F G R E E C EThat which

2、 we call art and which we admire in its many varied forms throughout history draws its inspiration from the life and activities of the people who created it.The illustrations framing the various sections of this years Corporate Social Responsibility Report reflect activities,events and figures relat

3、ed to the economy,the community,and the environment.In the Greek Artists exhibition held in the National Gallery from 4 December 2008 to 22 March 2009,a number of rare works from the NBGs art collection by eminent Greek artists were displayed.Besides their historical and artistic quality,these works

4、 comprise an important part of our cultural heritage.NBG shows especial concern for artistic activity and was the first bank in Greece to set up an art collection.The collection today contains around 2,500 works reflecting almost 170 years of collecting activity,and provides eloquent testimony of th

5、e growth and development of Greek art and history over this period.5ContentsIntroduction6MessagefromtheChairmanandCEONBG:HistoricalOverviewCorporateProfileVisionandValuesStakeholdersMembershipsAwardsResponsibilitytotheEconomy26GeneratingValueShareholderStructureCorporateGovernanceRiskManagementRegul

6、atoryComplianceCodesofEthicsResponsibilitytotheMarket38ProductsandServicesProtectionandSecurityofFinancialActivitiesCustomerRelationshipManagementCommunicationandResponsibleReportingSuppliesResponsibilitytoourEmployees56OrganizationJobsEqualOpportunitiesTrainingAdditionalBenefitsVoluntaryWork-BloodD

7、onationInternalCommunicationHealthandSafetyintheWorkplaceResponsibilitytotheEnvironment72EnvironmentalManagementSystemsConservingNaturalResourcesManagementofPaperandSolidWasteEnvironmentalCriteriaforSuppliesPromotingGreenBankingResponsibilitytoSociety88ResponsibilityCorporateSocialActionProgrammeThe

8、NBGCulturalFoundation(MIET)TheNBGHistoricalArchiveSocialActionsbytheBanksoftheNBGGroup109Romania-BancaRomaneascaSerbia-VojvodjanskaBankaBulgaria-UnitedBulgarianBank(UBB)FYROM-StopanskaBankaAlbania-NationalBankofGreeceCyprus-NationalBankofGreeceTurkey-FinansbankFurtherInformationonthisReport121CSRRep

9、ortDataGlossaryKeyPerformanceDataGRIIndicatorsNBGArtCollection129FeedbackForm1336MessagefromtheChairmanandCEOWe have been through an extremely difficult year on boththenationalandinternationallevels.Thecreditcrunchinflictedseveredamageandproblemsonnationaleconomies,businessesand society as a whole.W

10、ithin this economic environment,NationalBankofGreecehasextendedreal,practicalsupporttobusinesses,Greekhouseholdsandvulnerablesocialgroups,astheneedforgreatersolidarityandsensitivitytosocialissueshasbecomemoreurgent.TheroleofNBGintheeconomic,socialandculturallifeofGreecehasalwaysbeencentral,sincethro

11、ughthedecadesithasfinancedthemajorinfrastructureanddevelopmentprojectsofthecountry,supportingnotonlythegovernmentatcriticaltimes,butalsocontributingtothedevelopmentofsocietyingeneral.Inthesedifficultcircumstances,therefore,NBGacknowledgestheroleitiscalledupononceagaintoplaysoastomeetthechallengesoft

12、hetimesandreducetheeconomicandsocialconsequencesofthecrisis.Social responsibility has always been a key priority for NBG.Itisaconsciousbusinessandethicalchoiceandispartofalong-term strategy that concerns our living standards,whichcannotandmustnotbesubjecttonegotiationbecauseofthefinancialcrisis.Itwa

13、swithaheightenedsenseofresponsibilitythatin2008we continued to pursue the strategy that we have set forourselves,meetingourcommitmentsforthegrowth,progressandprosperityofGreeksociety:Wetookimmediatestepstosupportsocialgroupsthatwereparticularlyhardhitbythecrisis.We contributed to the growth of the G

14、reek economy,providing1.5billionintaxes,staffcosts,suppliersfees,andsponsorships(becauseofourparticipationinthegovernmentsliquidityenhancementprogrammewedidnotpayoutacashdividend).We broadened our framework of corporate governanceandthefunctionoftheBoardofDirectors,inlinewithbestinternationalpractic

15、essoastoenhancethecompetitivenessoftheGroupandtheconfidenceofinvestors.Weprovidedtrainingandprofessionaldevelopmentopportunitiestoourstaff,aswellaskeepingstrictlytoprinciplesofequalopportunity,andmaintaininghealthandsafetyintheworkplace.Wedesignedandlaunchedournewbranchmodel,withaviewtoenhancingtheB

16、anksimageanditsservicestocustomers.Wearesystematicallydeployingpoliciesthataimatimprovingourenvironmentalfootprint.7 Wedeployedasocialactionplanamountingto24.7millionviawhichwesponsoredabroadrangeofactivitiesandinitiativesrelatingtothecommunityatlarge,theculturalheritageandtheenvironment.Wesuccessfu

17、llycompletedthereliefprogrammelaunchedin2007toprovidesupporttothevictimsofthesummerwildfiresofthatyear.Despite the difficulties and the general economic gloom,wegenerallymanagedtoachieveourgoals.Werecognize,however,thatweneedtostepupourefforts,meetingthechallenges of the day.To this end,we have enha

18、nced ourdialoguewithourStakeholders(customers,shareholders,staff,suppliers,etc.)andaredeployingactionsthatmeettheirkeyneedsandconcerns.Withoutdoubt,theyearaheadisnotgoingtobeeasy.WearetakingeverymeasuretostrengthentheBankandkeepitahealthy,flexibleandhigh-performinginstitution.NBGwillkeeptheflowoffin

19、ancingtohouseholdsandbusinessesunbroken,whileatthesametimeensuringthatitprovidesforthewelfareof its people,the protection of the environment and thestrengtheningofGreeksocietyacrosstheentirerangeofitsactivities.Inthefaceofthepresentchallenges,NBGskeyprioritiesincludesupportforeveryefforttostimulatet

20、heGreekeconomyandimprove standards of living.The tough times we are goingthroughshouldserveasanopportunityforustomovefromtheageofcorporatesocialresponsibilitytotheageofamoregeneralawakeningofsocialawarenessandresponsibility:afterall,thebottomlineisthatthesocietyinwhichweliveandworkconcernsusall.Taki

21、sArapoglouChairmanandCEO8JohannesRabe,Kotzia Square,Athens(1847)Oiloncanvas,32,5x42,5cm.9HistoricalOverviewOneHistory,ThreeCenturies,OneBank:NationalBankofGreeceNBGwasthefirst,andcametobethelargest,bankofthemodernGreekstate.Sinceitsestablishmentinthefirsthalfofthenineteenthcentury,rightthroughtotoda

22、y,itsfortuneshavebeencloselyassociatedwiththecourseoftheGreekeconomy.Fromthedayitfirstopenedforbusiness,NBGhasbeenthekey lever for the national economy,and the driving socio-economic force behind the Greek state.NBG has providedvitalfinancialsupportincriticalandimportantphasesofthecountrysmodernhist

23、ory,andbackedimportantprojectsinthespheresofeducation,cultureandresearch.Overthecourseofthe168yearsofitsoperations,NBGhasdevelopedclosetieswithitscustomers.Thesearenotrestrictedsolelytobankingtransactions,butgotomakeuparelationshipoftrustthatremainsacornerstoneofourapproachdowntothepresent.NBG was e

24、stablished by act of Parliament published in theGovernmentGazetteon30March1841.Itactuallyopenedforbusinesson22January1842underthemanagementofGeorgeStavros.Untilthetimeoftheestablishmentofthecentralbank-theBankofGreece-in1928,NBGwastheprincipalnote-issuerofthecountry.10MilestonesinthehistoryofNBG 31.

25、3.1841 Act of Parliament establishing National Bank ofGreece.22.1.1842 NBGopensforbusiness,underthemanagementofitsfirstgovernorGeorgeStavros.1880:The Banks share is listed on the Athens StockExchange.1890:NBGsrighttoissuebanknotesisextendedtotheregionofThessalyandSouthernEpirusfollowingabsorptionoft

26、heBankofEpirothessaly.1891:NBGestablishesEthnikiInsurance.1915:TheBanksnote-issuingprivilegeexpandstotheregionsofEpirus,MacedoniaandtheislandsoftheAegeanthatwereliberatedasaresultoftheBalkanWars.1919:NBGabsorbstheBankofCreteandtherebygainstherighttoissuebanknotesinCrete.1920:NBGhastheexclusiverightt

27、oissuebanknotesthroughoutGreekterritories.1927:NBGestablishesNationalMortgageBank.1928:NBGprovidesfundsandstafftosetupthecentralbank,BankofGreece.1929:NBGprovidescapital,staffandinfrastructuretosetuptheAgriculturalBank.1953:TheBankmergeswiththeBankofAthens,whichwasestablishedin1893.Forfiveyears,ther

28、esultingentitywasnamedNationalBankofGreeceandAthens.1954:TheBanksMachine-Accountingunitwassetup.1840s1880s1890s1900s1950s1920s1910s11 1971:NBG introduces the first credit card in Greece andlaunchesitsconsumercreditoperations,bysettingupitssubsidiaryNationalManagement&OrganizationCo.1972:NBGsetsupDie

29、thnikiMutualFundManagementS.A.1980:NBGsetsupitssubsidiaryNationalInvestmentCo.andalsolaunchesitsDealingRoomsoastoparticipateintheFXinterbankmarket.1989:NBGlaunchesitssubsidiaryNationalSecuritiesS.A.ItalsoparticipatesintheestablishmentoftheDIASnationalinterbanksystem.1991:PrivatisationofNBG,whichnowb

30、elongstotheprivatesector.1994:NBGsetsupNBGCyprus,whilein1996itopensabranchinTirana,Albania,andin1997abranchinBucharest,Romania.1998:NBGabsorbsNationalMortgageBank(togetherwiththelattersaffiliates),therebyacquiringalargemarketshareinmortgagelending.1999:TheNBGshareislistedontheNYSE.2000:NBG acquires

31、a majority shareholding in StopanskaBankaAD-SkopjeinFYROM,andUnitedBulgarianBankinBulgaria.2002:TheBankssubsidiaryETEBA(NationalInvestmentBankforIndustrialDevelopment)ismergedwithitsparentbank.2003:NBGacquiresBancaRomaneascainRomania.2006:NBG acquires Finansbank in Turkey and VojvodjanskaBankainSerb

32、ia.1970s1980s1990s2000s12CSRmilestonesinthehistoryofNBGThroughout its long life since 1841,NBG has consistentlydemonstrateditscommitmentandspiritofresponsibilityinallthesectorsoftheGreekeconomyandsociety,aswellasinitseverydaydealingswiththepublic.KeymomentsintheBanksactivitiesrelatingtoitsCorporateS

33、ocialResponsibilityprofilearelistedbelow:1860:TheBankparticipatesinthecapitalofthecompanythatconstructstheNationalTheatreinAthens.1866-7:The Bank provides financial assistance to therefugees from Crete and the earthquake victimsof Cephalonia,as well as support for various socialwelfare organizations

34、,such as the Cretan RefugeeCommittee,theAlmsSociety,andtheRetirementFundforNavalServicemen.1893-4:The Bank provides financial aid to the earthquake victimsofZanteandLokrida,andalsoprovidesfinancingforrestorationworktotheOrthodoxSeminaryofChalke,whichhadbeendestroyedbyearthquake.1895-6:TheBankprovide

35、sfinancingforthehostingofthefirstmodernOlympicGames,whichwereheldin1896.1908:TheBankprovidesfinancialsupportforearthquakevictimsinIliaprovince,andforearthquakevictimsinSicilyandCalabria,Italy.1913-4:NBGhonoursitsemployeeswhosacrificedtheirlivesintheBalkanWarsandprovidesfinancialaidforthereliefprogra

36、mmeforfamiliesofsoldiers.1922:FollowingtheAsiaMinorDisaster,NBGprovidedloans,donationsandaidtotherefugeesfromAsiaMinor,andmanagedtoarrangecollectionofthewheatharvestinEasternThracebeforetheregionwasevacuated,soastofeedtherefugeepopulation.1928:NBGprovidesfundsandstafftosetupthecentralbank,BankofGree

37、ce.1931:NBGfinancesthecreationoftheAthenssuburbofFilothei,whichwillprovidehousingformembersofitsstaff.1938:NBGestablishesitsHistoricalArchive.1940-4:DuringtheGreek-Italianwar,theBankprovidesfinancialassistancetoreliefprogrammesonthefrontandthefamiliesofenlistedNBGemployees.Italsodonatedamobilesurger

38、ytotheGreekRedCrossandfinancedaconvalescencehomeforthewounded.Duringthe1860s1890s1900s1910s1930s1940s1920s13subsequentNaziOccupation,besidesprovidingsoupkitchensandemergencyfinancialaidtoitsstaff,theBankalsosupportedavarietyofwelfareorganizationsinGreece.1966:Ontheoccasionofits125thanniversary,NBGes

39、tablishestheNationalBankCulturalFoundation,whichcontributestotheeducationalandculturallifeofthecountry.1973:NBGisthefirstbankinGreecetointroducemodernon-linereal-timetransactionsystems,therebycontributingtothemodernizationofbankingtransactions.1994:OntheinitiativeofNBGandwiththeparticipationof20indi

40、vidualsfromthepublicsectorbankingandbusinessworld,aNationalSponsorshipProgrammewassetup,asanNGOwithaviewtosecuringfundingfornationalheritageprogrammes(thishassincebeendiscontinued).1996:NBGpublishesitsfirstSocialReport.2004:NBG incorporates the values of Corporate SocialResponsibility(CSR)into its s

41、trategy and publishes itsCSRpolicy.2004:The Bank begins participation in the FTSE4Goodcorporateresponsibilityindex.InthecontextofCSR,theBanklaunchesaseriesofenvironmentalmanagementmeasuresandprogrammes.2005:TheBankisrankedaGoldCompany,inrecognitionofitsactivityinGreeceinthesphereofsocialresponsibili

42、ty,accordingtotheresultsofasurveypresentedatTheEconomistconference.Inthesameyear,itisrecognizedby the Advertisers Association of Greece for itsOutstandingContributiontosocietyandsocialaffairsoverthedecades.2007:NBGcontributesdirectlytothetaskofrestoringregionsdevastatedbythesummerwildfires.2008:TheB

43、ankpublishesforthefirsttimeitsCSRReport,inlinewithGlobalReportingInitiativeGuidelines.2008:NBGisawardedtheSocialResponsibilityPrizeoftheAthensChamberofTradeandIndustry.The Banks headquarters are located in the historic buildingat86AiolouStreet,ononesideofKotziaSquare,downtownAthens.Thiswasthefirstow

44、nedheadquartersoftheBankandhasservedasitsbasesince1845.1940s1960s1970s1990s2000s14CorporateProfileNBGistheoldestcommercialbankinthecountry.Todayitheadsthe largest and strongest financial services group in GreeceandisakeyrepresentativeoftheGreekeconomyglobally.Itoperatesin17countries,onthreecontinent

45、s,whereitcontrols9banksand58financialandotherservicecompanies.ALBANIANBGBRANCHNETWORKROMANIA(4)INSURANCE BANK FINANCING FINANCIALBULGARIA(6)INSURANCE INVESTMENT BANK FINANCING(2)FINANCIALTURKEY(8)INSURANCE INVESTMENT(3)SERVICEPROVIDER BANK FINANCING FINANCIALCAYMANISLANDS(1)INVESTMENTEGYPTNBGBRANCHN

46、ETWORKMALTA(2)BANK FINANCIALFYROM(1)BANKSERBIA(3)BANK FINANCING FINANCIALSOUTHAFRICA(1)BANKGREECE(23)INSURANCE(3)TRAINING INVESTMENT(3)MORTGAGE(8)HOTEL(2)SERVICEPROVIDER(3)BANK FINANCING(2)FRANCE(1)SERVICEPROVIDERLUXEMBOURG(2)FINANCIAL(2)NETHERLANDS(1)FINANCIALCYPRUS(6)INSURANCE(2)INVESTMENT(20 SERV

47、ICEPROVIDER BANKUSA(2)INVESTMENT FINANCIALUNITEDKINGDOM(10)INVESTMENT(4)SERVICEPROVIDER FINANCIAL(5)NBGBRANCHNETWORKInternationalProfileoftheNBGGroup(bracketednumbersindicatethenumberofcompaniesrunbyNBGpercountryandbytypeofactivity)15Inrecentyears,theNBGGrouphasforgeditselfintothestrongestGreekbanki

48、ngpresenceintheregionofSoutheastEuropeandtheEastMediterranean:It serves over 12 million customers,through 1,801 bankbranches.It offers a wide range of financial products and servicesmeetingtheconstantlychangingneedsofbusinessandretailcustomersalike.Itruns579branchesand1,446ATMsinGreece,whileviaitssu

49、bsidiarybanksabroaditrunsafurther1,224branches,thelargestnetworkforthemarketingoffinancialproductsandservicesofanyGreekbank.Itcontrols1/4oftheGreekretailbankingmarketandrunsthelargestdepositbaseinGreece(24%marketshare).It boasts a strong capital base,with shareholders equityamountingtoalmost6billion

50、andaBISratioof10.9%.ItwasthefirstGreekfinancialinstitutiontolistitsstockontheNYSE(October1999).Itranksamongthetopfinancialgroupsintheeuroareaintermsofcapitalization(11thplace)andisincludedamongtheFTGlobal500rankings,alistofthetop500corporationsworldwide.Itreportsturnoverequivalentto2%oftheGDPofGreec

51、e(for2007and2008).Itemploys13,163staffasaBankinGreeceand36,680staffasaGroup,whileindirectlyitcreatestensofthousandsofotherjobsforitssuppliersandcustomers.TheGroupsshareparticipatesintheATHEXgeneralindex,atarateofover12%.NBGandGroup:KeyFinancialsfor2008DESCRIPTIONNBGGROUPNBGWorkforce36,68013,163Custo

52、mersserved12,000,000Branches1,801579Assets(inmillions)101,838.684,286.1Profitbeforetax(inmillions)1,937633Turnover(inmillions)4,9082,267Turnover:GDP%2.020.9*Note:Moredetaileddataisprovidedintheanalysttableonp.12516VisionandValuesTheconceptofcontributingtothecommunityatlargeisanintegralpartoftheGroup

53、svisionandreflectstheimportancethattheBankattributestoresponsiblebusiness.WeattheNBGGroupaspiretomaintainourleadingpositioninSEEurope,workingwithdedicationandcommitmenttobestserveourcustomersanddelivervaluetoourshareholders,tothebenefitofeveryemployee,andinaspiritofresponsibilitytothecommunityatlarg

54、e.ThecorevaluesofourCorporateSocialResponsibilityPolicycanbesummedupasfollows:Respectinghumanrights:TheBankanditsaffiliatesfullycomplywithdecisionsthatprohibitcollaborationwithcountries,businessesorindividualsthatfosterviolenceorterrorism.Respectingtheenvironment:TheBankanditsaffiliatesbelievethaten

55、vironmentalresponsibilityforms an integral part of good corporate conduct and accordinglyadoptsandimplementsspecificpoliciesdesignedtoprotecttheenvironment.ContributingtothecommunityTheGroupcontributestosocialcohesionandprogressinthecountrieswhereitisactive.TheGroupsupportseffortstoaddressglobalprob

56、lemsrelatedtosocialandeconomicdevelopment.Contributingtothearts,cultureandeducationTheGroupsupportsavarietyofactionsandinitiativesintheartsandeducationinthecountrieswhereitisactive.IndependenceTheCorporateSocialActionoftheBankanditssubsidiariesisindependentofthevariousinterestsofcustomers,shareholde

57、rsorothers.TheBankanditssubsidiariesdonotsupportorsponsorpoliticalparties,whetherdirectlyorindirectly.17StakeholdersTheNBGGrouphasadoptedaspecificCSRpolicy(availableontheNBGwebsite:www.nbg.grundertheCSRsection)soastopursueclearlydefinedgoalsandsetouttheactionsoftheBankanditssubsidiaries.VisionValues

58、CorporateGovernanceDefiningPolicyOurCommitmenttoourStakeholdersEnvironmentMarketEmployeesSocietyKeyActionsFullyawarethatameaningfulCSRprogrammeconcernsthewayinwhichacompanyisrun,growsandworks,NBGplansitsactionsinlinewiththeneedsofitsstakeholders.The Bank considers its stakeholders to be natural and

59、legalpersonswhoareaffecteddirectlyorindirectlybyitsdecisionsandoperations.Inthislight,theBankrecognizesandpursuescommunicationwithitsvariousgroupsofstakeholders,aslistedinthetableoverpage.TheBankpursuesopendialoguewithitsstakeholdersandusesarangeofmeanstocultivatesuchdialogue.Inthiswayitendeavoursto

60、betterunderstandtheexpectations,needsandrequirementsofitsstakeholdersandtherebybetterrespondtothem.18StakeholdersKeyfeaturesRelationship-InteractionParticipation-CommunicationShareholders InvestfundsintheBank Receivedividendsfromprofit Presentationofresults AnnualReport CSRReport Participatingform S

61、hareholdersServicesDepartmentCustomers ChoosetheBankforproducts&services TheBankreceivestheirearningsinreturnforthequality&servicesitprovides Annualcustomersatisfactionsurveys CustomerserviceContactCentre Customercomplaintsprocedure WebpageEmployees Offerlabourandknow-how Arerewardedwithsalaries,bon

62、usesandopportunitiesforprofessionalandpersonaldevelopment OfficialrepresentationontheBoard In-housejournalLeadingAhead In-houseIntranetcommunicationchannel Systemforsubmittingsuggestions WebpageThebusinesscommunity Therelationshipwiththebusinesscommunityistwo-way,generatingmutualbenefitsandsocialpro

63、duct Meetings Conferences Businessorganizations(participationintheirBoDs)NGOs CollaborationwithNGOshelpsgeneratevariousactionsofbroadimpact,suchasenvironmentalprotection,aidtocertainsocialgroups,etc.Meetingsandexchangeofviewsonissuesofmutualinterest ParticipateasamainmemberinCSRHellasLocalcommunitie

64、s TheBanklivesandworksamongvariouscommunities,leveraginghumanresources(employees,suppliers)Itreturnssocialproduct,profit,sponsorshipsandotherbenefits ConsultationswithlocalrepresentativesSuppliers Suppliersprovidetheirservices/productstotheBankandreceivepaymentinreturn Meetingsandconsultations Evalu

65、ationprocedureThestateandregulatoryauthorities Thestateprovidesaregulatoryframework,protectsandcreatestheconditionsforconductingbusiness ItreceivesthetaxesandsocialproductgeneratedbytheBanksbusiness Directcontact Indirectcontact-dialogue-negotiationviabusinessassociationsMedia Communicatestheactivit

66、iesoftheBank Corporateandproductadvertising Corporatenewsisreportedtothepublic Directcontact,collaborationNBGscommitmenttoitsStakeholders19To describe the contribution of NBG in this area means writing the history of modern Greece.I am convinced that the Banks growth is intimately related to the eco

67、nomic,social and business life of the country.It has made a huge contribution to economic growth in key and,in many cases,difficult periods in the life of the country thanks to its funding of major projects.For instance,the Corinth Canal project,or the provision of aid to refugees following the Asia

68、 Minor Disaster in 1922;its support for social and cultural life,via sponsorship and collaboration with bodies involved in the conservation of the cultural heritage.Or support for businesses,and particularly SMEs,through its various financing packages,and so on.Or,again,its relationship with its own

69、 workforce.And it is no coincidence that its leading figures were always outstanding personalities.It has done far more than can be related here,and I believe that NBG will continue to do much for the country.Besides the actions that NBG itself takes,Im sure that it is an example to all-both the oth

70、er companies in the sector as well as businesses in general.It demonstrates how a responsible social citizen-in this case NBG-can act on its concern for the problems and aspirations of the communities in which it operates.NikosAnalytisPresidentoftheHellenicCSRNetworkBesides the actions that NBG itse

71、lf takes,Im sure that it is an example to all-both the other companies in the sector as well as businesses in general.It demonstrates how a responsible social citizen-in this case NBG-can act on its concern for the problems and aspirations of the communities in which it operates.20MembershipsNBGisam

72、emberofvariousorganizationsandcommitteesinordertopromotesustainabledevelopmentandpositivegrowthinthebusinesscommunity.Aspartofthismembership,itisrepresentedontheBoardsofthefollowingbodiesandorganizations:P.&A.KyriakouGeneralChildrensHospital SupervisoryBoardofCertifiedValuators NationalEndowments Na

73、tionalGallery InstituteforEconomicandIndustrialResearch AthensChamberofCommerceandIndustry GreekFederationofBusinessesandIndustrialistsNBGisasmemberofanumberofotherorganizationsaswell:HellenicBankAssociation Arab-HellenicChamberofCommerceandDevelopment Hellenic-AmericanChamberofCommerce Hellenic-Bri

74、tishChamberofCommerce Hellenic-FrenchChamberofCommerceandIndustry Hellenic-JapaneseChamberofCommerce Hellenic-BulgarianChamberofCommerceandIndustry Hellenic-TurkishChamberofCommerceSinceDecember2008,NBGhasbeenakeymemberoftheHellenic CSR Network.This is a network of businesses thatexistsasanot-for-pr

75、ofitorganization.Itsmissionistopromotethe concept of corporate social responsibility,both amongthe business community and society more generally,aimingultimatelyatfosteringbalancedandsustainablegrowth.TheHellenicCSRNetworkisthenationalrepresentativeoftheCSREuropeNetwork.NBGalsoparticipatesinthefollo

76、wingorganizations:HellenicMarineEnvironmentProtectionAssociation YoungEntrepreneursAssociation InternationalCouncilofMuseums21AwardsIn2008,recognitionofNBGseffortstoenhanceitsabilitytoeffectivelymeettheneedsofitscustomersandshareholders,aswellasthewiderpublic,wasgainedwhenitwonanumberofimportantawar

77、dsanddistinctions:SocialResponsibilityPrizeTheAthensChamberofTradeandIndustry,aspartofits2008ACTI Awards,awarded NBG the Social Responsibility Prize,inrecognition of the long-standing and important contributionoftheoldestbankinGreecetothegrowthofthenationaleconomy,the progress and prosperity of Gree

78、k society,environmentalprotection,andtheconservationoftheGreekculturalheritage.Eachyear,followingassessmentofahostofGreekcorporations,theAthensChamberofTradeandIndustryawardsprizestothosebusinessesthatnotonlypresentstrongfinancialresults,butalsocontributesubstantiallytostrengtheningtheeconomy,boosti

79、ngGreekentrepreneurshipabroad,andsupportingsocietymoregenerally.GlobalDow-Top150InNovember2008,theNBGsharewasincludedintheGlobalDow-Top150.Thisindexiscomprisedofthemostinnovative,vibrant and influential corporations from around the world.Only leading blue-chip stocks are included in the index.Itscom

80、ponents,likethoseofTheDow,areselectedbyDowJonesandeditorsoftheWallStreetJournal.NBGsinclusionintheGlobalDow-Top150isundoubtedlyanimportantachievement,particularlysincetheBankisthefirstandonlyGreeknameinthisglobalindex.FamousBrand2008Forthefourthyearinarow,NBGwasnamedFamousBrand,beingthebestbrandamon

81、gGreekbanksaccordingtoasurveycarriedoutin2008byTradelinkincollaborationwithReputationInstitute.22FTGlobal500NBGistheonlyGreeknameamongthe500largestcompaniesintheworld,accordingtotheFTGlobal500rankingspublishedbytheFinancialTimes.BestBankforRegulatoryCapitalAccordingtotheindustryjournalTheBanker(publ

82、ishedbytheFT),NBGistheBestBankforRegulatoryCapitalinGreece,and99thintheworld.BestPrivateBankingNBGs Private Banking arm was awarded the distinction ofBest Private Banking in Greece 2008 by the industry journalEuromoney.Top500BankingBrands-Top100BestBankingBrandsAccording to an assessment by The Bank

83、er,NBG ranks 82ndamongthetop100banksaroundtheworld,andistheonlyGreeknameonthelist.PrimaryDealersintheGreekGovernmentbondmarketByjointdecisionoftheMinistryofEconomyandFinanceandtheGovernoroftheBankofGreece,NBGheldfirstplaceforthefirstsixmonthsof2008asPrimaryDealerinthemarketforGreekGovernmentbonds.Be

84、stOutboundCampaignTheBanksContactCentrealsoreceivedanawardforexcellencein the annual competition run by Contact Centre World,inits Best Outbound Campaign category.This internationaldistinctionreflectstheBanksstrategytodevelopsystematicallyitsalternativedeliverychannels,focusingoncomprehensiveandeffe

85、ctivecommunicationwith,andservicefor,itscustomers.AwardforEthnofilesinternetfilesexchangeserviceAs part of a European competition for pioneering electronicproducts and services organized by the European FinancialManagement&MarketingAssociation(EFMA),NBGreceivedanawardforitsEthnofilesserviceinNovembe

86、r2008.MONEYBusinessPrizes2008ThreedistinctionswereawardedtoNBGaspartoftheBusinessPrizes2008oftheGreekbusinessjournalMONEY:BestFTSE-ASE/20Corporation-2008,BestBank2008,and InvestorRelations2008.23Targets recap for 2008-Targets for 2009 The targets set for 2008 have been largely reached.Theyconcernedt

87、hefollowing:TargetsStatusLaunchofaspecialsectiondevotedtoCSRontheBankswebsite(www.nbg.gr)Complete:Gotowww.nbg.gr:Group-CorporateSocialResponsibilitySystemizationofdialoguewithstakeholdersAchievedinpart-tobeextendedfurtherin2009In2009,theBankwillfocusitseffortsonthefollowingareas:Furthersystemization

88、ofdialoguewithstakeholders ActiveparticipationinEuropeanandinternationalvoluntaryinitiativesfortheenvironmentandsustainabledevelopment(e.g.,UnitedNationsEnvironmentProgrammeFinanceInitiative-UNEPFI,GlobalCompact).24KonstantinosVolanakis,The Opening of the Corinth Canal(1893)Oiloncanvas,127.2x206cm25

89、Responsibilitytotheconomy26NBG has been closely involved in the economic life of thecountrythroughoutits168yearsofoperations.Itsroleintheeconomic,social and cultural life of the country has beensubstantial,sinceitprovidedsignificantfundingforinfrastructureprojectsinGreeceinthenineteenthandtwentiethc

90、entury,andsuppliedfinancialsupporttotheGreekstateincriticalandimportanttimes.TheconstantlygrowingcontributionoftheNBGGroupsbusinesstotheGreekeconomyreflectstheroleithasalwaysplayedinSocialDevelopment.Itisnotablethatoverthecourseofthepastfiveyears(2003-2008)thetotaleconomiccontributionthroughdividend

91、sandtaxes,staffcosts,paymentstosuppliersand sponsorship almost doubled.In 2008,its total annualcontributionpresentsslowergrowthbecausethenon-paymentincashofthedividend,asaresultoftheBanksparticipationintheGovernmentsliquiditysupportprogramme.AnnualContributiontoSocialDevelopmentGeneratingValueAkeyob

92、jectiveofNBGsactivitiesistogeneratevalueforitsshareholders and social partners.To do this the Bank placesspecialemphasisonstrengtheningitscompetitivepositioninthemarket.Atthesametime,however,itisfullyawarethata precondition for economic growth is the prosperity andsatisfactionofcustomers,employeesan

93、dshareholders.ThecreationofshareholdervalueisakeypriorityfortheBank,togetherwithmaximumtransparencyinallitsprocessesandactions.NBGconsidersthecreationofvalueforshareholdersandthecommunitieswhereitoperatesasakeyobjectiveofgoodcorporategovernance,andaccordinglyseekstodevelopsociallyresponsiblepractice

94、sandactions.AkeyprincipleoftheBankistobefullycompliantwithGreeklegislationandinternationalstandardsandtrends,whileitseekstoprovideaccurate,full,timelyandtransparentinformationtotheinvestmentcommunity.inmillions27The concept of Corporate Social Responsibility has been largely assimilated by the big m

95、ultinational corporations around the world,while differences exist of course in the ways in which they put social action into practice.The absolute need for Corporate Responsibility is an issue that has increasingly occupied the attention of Greek businesses in recent years.At the Athens Exchange we

96、 believe that the implementation of social responsibility practices implies,in essence,the creation of a two-way relationship with benefits for all sides.This web of social action includes shareholders,suppliers,employees and the wider community in which the company conducts its business.Throughout

97、its history,NBG has consciously employed practices that secure a high level of corporate governance,incorporating into its daily operations and its strategic planning actions that will benefit society,and structures that foster high standards of professional conduct and business ethics.Accordingly,w

98、e welcome these efforts by one of the oldest listed companies on the Athens Exchange.NBG has always been an active and responsible citizen and has always been at the forefront of social and cultural developments in Greece.The positive response of all those who know and have benefited from NBGs CSR a

99、ctions will serve as an incentive for further development of its strategy in this sector so that it may be an example to those companies which are still in the first stages of implementation of social responsibility practices.SpirosI.Kapralos,PresidentoftheAthensExchangePresidentoftheGreekOlympicCom

100、mitteeThroughout its history,NBG has consciously employed practices that secure a high level of corporate governance,incorporating into its daily operations and its strategic planning actions that will benefit society,and structures that foster high standards of professional conduct and business eth

101、ics.28ShareholderStructureAttheendof2008,NBGssharecapitalamountedto2,490,771,345andwasdividedinto496,654,269ordinaryregisteredsharesand25,000,000 redeemable preference shares.NBG has a widelydispersedshareholderbase,anditsshareholderstructureat31December2008wasasfollows:NBGShareholderStructureNBGssh

102、areparticipatesinthefollowingstockmarketindices(asat11May2009):IndicesinwhichtheNBGShareparticipatesBloombergCodeIndexPercentageparticipationASEASEGeneralIndex13.590ASEDTRFTSE/AthexBanks33.057E300EFTSEurofirst3000.221BWBANKBBGWorldBanks0.341ItalsoparticipatesinotherindicessuchastheFTSE,FTSEA,FTSEIan

103、dFTSEB.TherearenospecialagreementsbetweenNBGshareholders,normutualparticipationbetweenNBGandanothercompanyorgroupofcompaniesofanysignificantamountinthesharecapital.TheBanksofficialname(andcompanyform),asdescribedinitsarticlesofassociation,isNationalBankofGreeceS.A.For further information see the Ann

104、ual Report 2008 or the Banks webpage at www.nbg.gr(InvestorRelations/NBGshare).*TheseincludeNBGsubsidiaries,universities,hospitals,associations,etal.29CorporateGovernanceNBGviewsitscorporategovernanceasakeyleverforenhancingthecompetitivenessoftheGroupandtheconfidenceofinvestorsandstakeholders.Therol

105、eofcorporategovernancebecameparticularly important during the period of transition from astate-controlledorganizationtoabusinesswithaverybroadshareholderbase(withasubstantialinternationalcomponent)andanenhancedregionalprofile.Accordingly,theBankscorporategovernancesystemhasbeenformulatedsoastomainta

106、inarobustoperationalframeworkbypursuingbestpracticesinriskmanagement,internalcontrolsandthestrengtheningofefficiencyinadministrativeprocessesandcontrols,therebysecuringeffectivenessinoperationalprocessesanddecisionmaking.A corporate governance enhancement programme was launchedin 2005 with a view to

107、 optimizing the Banks corporate governancemodel,whileinFebruary2006theBoardofDirectorsadoptedCorporateGovernanceGuidelinesthatsetoutthestructuresandcorporategovernancepoliciesoftheBank.Onthebasisoftheresultsofaself-assessmentbytheBoD,andareviewofcompliancewiththeCorporateGovernanceGuidelines,theCorp

108、orateGovernanceandNominationsCommitteepreparedan Action Plan for further enhancing the Groups corporategovernance environment in 2007-2008,the most importanttargetsofwhichhaveallbeenmet.ThesedevelopmentshaveenabledtheBanktoharmonizemoregenerallyitspolicywithinternationalbestpractices,withtheresultth

109、attodayitholdstheleadingpositioninmattersrelatingtocorporategovernanceintheGreekbankingsectorandthedomesticcapitalmarket.ForfurtherinformationonthepracticesappliedbyNBGintheareaofEconomyandCorporateGovernanceseetheAnnualReport2008ortheBankswebpageatwww.nbg.gr.Thissectionincludesasummarypresentationo

110、fthosepracticesthataremorespecificallyrelatedtoCSR.30ManagementanditsCommitteesBoardofDirectorsThe Board has adopted a Corporate Governance GuidelinesframeworksettingoutindetailtheBankscorporategovernancestructuresandpolicies.Inlinewiththisframework:The members of the Board are elected by the Genera

111、lMeetingofshareholdersforathree-yearterm,andcanbere-elected.TheBoardrepresentstheBankinallcasesandbeforeall,andisresponsiblefortakingdecisionsthatconcernthemanagementoftheBank,apartfromthosecaseswhere,accordingtolaworthearticlesofassociation,suchdecisionscomeunderthejurisdictionoftheGeneralMeetingof

112、shareholders.ThemajorityoftheBoardsmembersareindependent,non-executive members(14 non-executive members,of whom9 are independent non-executive members,out of thetotalof16membersoftheBoard,includingtheGreekstaterepresentative,asperparagraph3,article1ofLaw3723/2008onenhancingliquidityintheGreekeconomy

113、inresponsetotheinternationalfinancialcrisis).The Board is entitled to assign part of its powers andresponsibilitiesregardingcertainissuestooneormoreofitsmembers,toitsCommittees,ortoofficersoftheBank.ItcanalsoauthorizetheCEOandtheDeputyCEOtotransferfurtherpowersandresponsibilitiestomembersoftheBankss

114、taff.WithinthecontextoftheCorporateGovernanceGuidelines,the Bank complies fully with Law 3016/2002 on corporategovernance,pay,conflictofinterestandotherprovisions.ThefulltextoftheBanksCorporateGovernanceGuidelinesisavailableontheBankswebpageatwww.nbg.gr(TheBank/CorporateGovernance/BasicPrinciplesand

115、Rules).31In2008,theBoardofDirectorswascomposedofthefollowingmembers:ExecutiveMembersNamePositionTakis(Efstratios-Georgios)ArapoglouChairmanoftheBoardandCEO,ChairmanoftheRiskManagementCommitteeIoannisPehlivanidisDeputyChairmanoftheBoardandDeputyCEO,MemberoftheRiskManagementCommitteeNon-executiveMembe

116、rsNamePositionIoannisGiannidisMember,CorporateGovernance&NominationsCommitteeGeorgeLanarasChairmanoftheAuditCommitteeStefanosPantzopoulosVice-ChairmanoftheAuditCommittee,FinancialExpertonNewYorkCapitalMarketCommitteeIoannisPanagopoulosEmployeesRepresentativeAchilleasMylonopoulosEmployeesRepresentati

117、veIndependentNon-executiveMembersNamePositionH.E.theMetropolitanofIoannina,TheoklitosMemberGeorgeMergosAuditCommitteeStefanosVavalidisCorporateGovernance&NominationsCommittee,RiskManagementCommitteeDimitriosDaskalopoulosCorporateGovernance&NominationsCommittee,HumanResources&RemunerationCommitteePan

118、agiotisDrossosMemberNikolaosEfthymiouAuditCommittee,ChairmanofHumanResources&RemunerationCommitteeConstantinosPilarinosMemberDrakoulisFountoukakos-KyriakakosAuditCommittee,HumanResources&RemunerationCommitteeIn2008,PloutarchosSakellarisalsoservedontheBoardandtheAuditCommittee.32CommitteesoftheBoardo

119、fDirectorsAttheBoardlevel,theBankhas4CommitteesthatsupporttheBoardstasks:A.AuditCommitteeThemembersoftheAuditCommitteemeettheindependencerequirementsprovidedforbytheBanksCorporateGovernanceGuidelines,inlinewithGreekandUSlegislation.TheCommitteeisentrustedwiththefollowingprincipalresponsibilities:To

120、examine and review the integrity of the financialstatements of the Bank and the Group as well as otherimportantdisclosures.To make recommendations to the Board regarding theappointment,remuneration and terms of engagement,followingappointmentbytheAGM,oftheexternalauditor.Tomonitorandreviewtheexterna

121、lauditorsindependence,objectivityandefficiency.To monitor the external auditorsindependenceandobjectivityregardingtheprovisionofnon-auditingservices,aswellastheappropriatenessofhisremuneration.ToreviewtheeffectivenessoftheGroupsinternalcontrolandcompliancesystemsandnotifytheBoardaccordingly.To revie

122、w and control the independence,adequacy andeffectivenessoftheGroupInternalAudit-InspectionDivision.B.HumanResources-RemunerationCommittee(HRR)The purpose of the HRR is to attract,motivate,retain anddevelopexecutivesandemployeesofthehighestprofessionalandethicalcalibrefortheBank,todevelopacultureoffa

123、irlyevaluatingeffortandrewardingperformanceandtomaintainacoherentsystemofvaluesandincentivesforhumanresourcedevelopment.TheCommitteeisentrustedwiththefollowingprincipalresponsibilities:Toreviewpoliciesonhumanresourceissues.Todevelopguidelinesfortheevaluationofmembersofseniormanagement.TosubmittotheB

124、oardproposalsregardingthecompensationandcontractsoftheCEOandtheDeputyCEO.33C.CorporateGovernance-NominationsCommitteeThepurposeoftheCommitteeistoensurethattheBoardscomposition,structure,policiesandprocessesmeetallrelevantlegalandregulatoryrequirements,aswellasthattheBankscorporate governance structu

125、re complies with global bestpractices.The Committee is entrusted with the followingprincipalresponsibilities:ToproposemethodsforbestdeterminingtheremunerationofNBGBoardmembers.To develop for the Boards approval NBGs CorporateGovernanceGuidelines.ToreviewtheBoardsandtheManagementsauthorities.In prepa

126、ring an Action Plan for 2007-2008 regarding furtherenhancement of the Groups Corporate Governance environment,theCorporateGovernance&NominationsCommitteeadoptedtheCSRPolicy.ThispolicywaspublishedontheBankswebpage,underthesectiononCorporateGovernance,settingouttheaimsandkeyvaluesgoverningitslinesofac

127、tion.D.RiskManagementCommitteeThepurposeofthisBoardCommitteeistorevieweffectivelyalltypesofrisk,andtoensurethattheyareadequatelycontainedandaddressedappropriatelyandeffectively.TheCommitteeisentrustedwiththefollowingprincipalresponsibilities:TodevelopfortheBoardsapprovaltheBanksriskassumptionandcapi

128、talmanagementstrategyonanannualbasis.Tocontroltheindependence,adequacyandeffectivenessoftheBanksRiskManagementDivision.Toprovidefortheimplementationofstresstestsformarketrisksonanannualbasis.TosubmitproposalstotheBoardonanyissuethatfallswithinitssphereofresponsibility.MoreinformationontheBoardcommit

129、teescanbefoundatwww.nbg.gr(TheBank/CorporateGovernance/BoardofDirectors/BoardCommittees).34RiskManagementTheBankevaluatesandassessesrisksrelatedtoitsactivitiesonthebasisofitspolicyforClassificationofOperationalRiskEvents,whichidentifiesareasthatmayrepresentriskforNBG,includingoperationalrisk,i.e.the

130、riskofdamagesarisingeitherfrom insufficient or erroneous internal procedures,systems orhumanfactors,orfromexternalcauses.Withinthecontextofsuchassessment,thefollowingfactorsarealsoincluded:legalrisk,healthandsafetyconditionsintheworkplace,lossescausedbynaturaldisasters(earthquakes,fire,flood),damage

131、sorhumanlossduetoviolentexternalcauses(suchasvandalism,riots,terrorism).InternalAuditIn2007,theGroupsInternalAudit-InspectionDivisionevolvedalsoformallyintoacentralcoordinatingbodysupervisingallInternalAuditUnitsoftheGroup(IAU).Likewise,anAnnualAuditPlanwasdevelopedfor2008,whichforthefirsttimecovere

132、dtheentireGroupandallareasofhighrisk.Accordingly,trainingmeetingswereconducted,inordertofamiliarizeallIAUpersonnelwiththenewmethodology.TheaboveactionswerecarriedoutinaccordancewiththeBankofGreeceGovernorsAct2577/09.03.2006ontheOperatingprinciples and assessment criteria for the organization andinte

133、rnalcontrolsystemsofcreditandfinancialinstitutionsandtheirmanagingofficersrespectivefunctions.Sarbanes-OxleyActFollowingitslistingontheNYSEin1999,theBankmustcomplywithUSsecuritieslegislationandthedecisionsoftheSecuritiesExchange Commission,and consequently with the provisionsof the Sarbanes-Oxley(SO

134、X)Act.The SOX 404 project wassuccessfully completed in June 2007,and according to thecertificate issued by the External Auditors no substantialweaknesseswereidentified.35RegulatoryComplianceTheGroupRegulatoryComplianceDivision,inaccordancewiththeagendasetoutinitsRegulationsof2007,continueditsworkofd

135、etectingandpreventingregulatorycompliancerisks,soastosafeguardthegoodnameandreputationoftheBankanditsGroup.TheDivisionsmaintaskin2008wastomonitordevelopmentsintheregulatoryframeworkonthenationalandtheinternationallevels,keeptheGroupinlinewithsuchdevelopments,andestablishaneffectiveandadequatemonitor

136、ingenvironmentforregulatorycompliance.InlinewiththeGroupRegulatoryCompliancePolicyadoptedbytheBoard,aswellastheregulatoryframework,theGroupRegulatory Compliance Report 2008 was submitted to theBankofGreece,followingapprovalbytheBoardofDirectors.ThesaidReportincludesanaccountofproceedingsin2007andasc

137、heduleofplannedregulatorycomplianceactionsin2008fortheBank,itssubsidiarycompanies,anditsbranchesabroad.Furthermore,itreportedtotheAuditCommitteeand(viatheAuditCommittee)theBoardonissuesfallingwithinitssphereofresponsibility.TheRegulatoryComplianceDivisionfunctionsasacommunicationshubfortheRegulatory

138、orotherindependentAuthorities(BankofGreece,CapitalMarketCommission,PrivateDataProtectionAgency,etal.)regardingissuesthatfallwithintheirsphereofresponsibility.Accordingly,specialemphasisisplacedonthecontributionoftheBanksandtheGroupsunitsindealingwithmattersthatariseduringthecourseofcontrolsorcommuni

139、cationwiththesaidAuthorities.AsnotedintheGroupRegulatoryCompliancePolicy,ongoingcompliance with current legal requirements and timelyanticipation and prevention of risks related to regulatorycompliancearerequiredofallthedepartments,bodiesandemployees,of whatever level,throughout the Bank and itsGrou

140、p.36CodesofEthicsandConductThekeycodesofethicsandconductimplementedbytheBankinordertoensureharmoniousoperationsarethefollowing:CodeofEthicsforFinancialProfessionalsThe Bank has established a Code of Ethics for FinancialProfessionals,which focuses on responsible operation of itsrespectiveprocessesand

141、policies.ThisCodeconcernsprimarily:ExecutiveMembersoftheBoardofDirectors,theCEO,theDeputyCEO,theGeneralManagersandtheFinancialManagersoftheBank,personsentrustedwiththepreparationoffinancialstatementsandtheaccountingpresentationoffinancials,personsworkingintheBanksinvestorrelations.TheCodeofEthicsfor

142、FinancialProfessionals:includesprovisionsrelatedtocompliancewiththelegalandregulatoryframeworktowhichtheNBGGroupissubject,preventsconflictofduties,ensuresthattheinformationincludedinofficialreportsandannouncementstosupervisoryauthoritiesandannouncementsis true,complete,intelligible,timely and presen

143、ted inaccordancewithlegislationandregulatoryprovisions.TheKaratzasAdministrationBuildingThe historical head office in EolouStreetBuildingforAdministrativeServices,Geraka37Code of Banking Conduct of the Hellenic BankAssociationNBGimplementstheCodeofBankingConduct,whichistheproductofaninterbankjointpr

144、ojectthatsetsoutstandardsofgoodbankingpractice,basedongoodtransactionconduct,commonsense,andinternationalprinciplesofconduct.The basic purpose of the Code is to enhance transparencyandsincerityduringthetransactionprocessand,aboveall,toestablishaspiritofmutualtrustamongbanks,andbetweenbanksandtheircu

145、stomers.The key features of the Code of Banking Conduct can besummarizedasfollows:Informationtothepublic-transparencyintransactions Confidentiality-Bankingandprofessionalsecrecy Gatheringandholdinginformationoncustomerstransactions Suspicioustransactions Servicetocustomers Customercomplaints Observi

146、ngtheCodeTargets recap for 2008-Targets for 2009Thetargetsetfor2008wastogettheoperationalorganizationofNBGsCSRprogrammeupandrunning.Duringthecourseoftheyear,procedureswerelaunchedwhichplacedemphasisonmoreefficientorganizationandrunningoftheEnvironmentalTeam,soastocontinueeffortsin2009toachievebroade

147、rorganizationofdepartmentsthatwillparticipateintheBanksCSRCommittee.38YannisTsarouchis,1952Temperaonpaper,35.5x39.5cm39Responsibilitytothearket40Observing its long standing tradition as the largest creditinstitutioninGreecewithanextensiveBranchandATMnetwork,NBGendeavourstopromoteanddevelopfinancialp

148、roductsandservicesinatransparentandresponsiblemanner,incompliancewithnationalregulationsandvoluntarycodesoftheindustry.ProductsandServicesTheBanksefforttomeetitscustomersneedsandexpectationsisreflectedinthewiderangeofhigh-standardproductsandservicesoffered.The Banks services and products fall into t

149、he following twobroadcategories:Retail banking services,to serve the needs of individuals,freelancersandSMEs.Corporate and Investment Banking,aiming at mediumandlargeenterprises,offeringafullrangeoflendingandinvestmentproducts.Inaddition,theBankhasdevelopedtailor-madeproductstomeettheneedsofspecific

150、customergroups,including:Youngsters-StudentsStudentlife(loan,account),Depositsforyoungsters,Newneedsloan,ESTIAhousingloans,cards,andotherFamily-EmployeesSalaryPlus,Weight-off-your-shoulders,ESTIAhousingloans,PensionPlus,Providing,Prevent,cards,PlanforLife(investment,insurance,pension)EuropeanSavings

151、,FlexibletimedepositaccountsandotherInvestorsTimedeposits,MutualFunds,CapitalPlus,Repos,Swaps,derivatives,shares,governmentbondsandotherFarmersFarmersPlusImmigrantsFamilyFastProfessionalsandSMEsFinancingprogrammesincluding|Development,Openbusinessplan,RightNow,ProfessionalPlus,financingforbusinesspr

152、emises,equipmentandphotovoltaicsystemsandotherLargeEnterprisesBondsandlendingfacilities,financingofbusinesspremisesandequipment,factoringandotherPrivateBankingInvestmentsinbonds,shares,derivatives,tailor-madeinvestmentproducts,portfoliomanagement,custodianservicesProjectFinanceFinancingofmajorinfras

153、tructureprojects,structuredfinancing(PPP),projectfinanceadvisoryservices41KonstantinosMichalos,PresidentoftheAthensChamberofCommerceandIndustry:CSR is not just a passing fashion for NBG but constitutes a core value and aspiration through time.Today,NBG is not only a valued partner for the Greek busi

154、nessman and key contributor to the sustainable development of Greek society,but above all a role model for Greek businesses.NBGs alternative Service Networks(e-banking)provide fast,cutting-edgeInternetBanking(viaInternet),PhoneBanking(viaNBGs state-of-the-art Contact Centre),Mobile Banking(viamobile

155、phones)andATMservices.Our concerted efforts to optimize the services provided isreflectedinthetwointernationaldistinctionsNBGwasawardedin2008.BestPrivateBankinginGreece2008AwardNBGwasawardedthecovetedBestPrivateBankinginGreece2008awardbyEuromoney.Thisdistinctionistheresultofanannual international su

156、rvey,assessing the quality of PrivateBanking services provided in every country,on the basis ofrigorousqualityandquantitystandards.This award confirms our successful Private Banking strategy,which aims at providing top class products and services.Atthesametime,itreflectsthetrustthatourcustomershavei

157、nustheycanalwaysrelyonouradvisorsexpertiseandtheprestigeofthebiggestfinancialinstitutioninGreeceinordertogetthemostoutoftheirbankingexperience.42 NBG designed Care For Children MasterCard,a cardcreatedincooperationwiththenot-for-profitorganizationWelfareActionHellas,tosupporttheCareforChildrenprogra

158、mme,offeringsupportandcaretochildreninneed,parentsandfamilies.When customers use the Care For Children MasterCard,NBGprovides50%ofthecardsannualfeeandanother1%oneachpurchasemadetotheprogramme.NBGhasincorporateditscommitmenttosocialwelfareinanumberofitsproducts.Forexample,itlaunchedthegoforkidsprogra

159、mme,whichoffersfinancialaidtonot-for-profitorganizationsthatsupportchildreninneed.ItworksviapurchasesmadeusingallNBGgocreditcards.Specifically,inDecember2008,withinthecontextoftheprogrammetheBankoffered0.10foreachtransactioncarriedoutwithgocreditcards.Atotalof113,172wascollectedandofferedtosupportno

160、t-for-profitorganizationssuchastheHellenicSocietyforDisabledChildren(ELEPAP),Pisti,theSmileoftheChild,andtheHatzikyriakioChildcareInstitution.43BestContactCentreAwardNBGs phone service received distinction within the contextof the annual competition run by Contact Center World initsBestOutboundCampa

161、igncategory.Thisdistinctionservesasrecognitionofthetopqualitycustomerservicesprovided,includingthepromotionofservicesandproducts,thequalityandfullnessoftheservicesofferedaswellastheadvancedoperationalandtechnologicalinfrastructureoftheBank.The competition took place in London in June with thepartici

162、pationofmultinationalcompaniesactiveinthebroaderEuropeanandEastMediterraneanregion.ContactCenterWorldisaninternationalorganizationthathasmonitoredthecontactcentremarketsince1999,andhasmorethan120,000members.Award for its electronic file exchange service via theinternet(ETHNOfiles)NBGreceivedanawardf

163、oritsETHNOfilesserviceinaEuropeancompetitionforinnovativeelectronicproductsandservicesrunbytheEuropeanFinancialManagement&MarketingAssociation(EFMA)inNovember2008.TheEFMA,launchedin1971,isanassociationofinstitutionsofthebroaderbankingsector(includingalsoinsurancecompanies)andotherbodies,andcurrently

164、has2,400membersfrom112countries(includingapproximately80%ofEuropeanbanks).TheEFMAseekstoencouragethetransmissionofknow-howandtopromotebetterbusinesspractices.ThisinternationaldistinctionvindicatesNBGsstrategytoinveston an ongoing basis in state-of-the-art alternative deliverynetworksandpractices,the

165、primegoalbeingtoofferfullandefficientcustomerserviceandcommunication.NewInternetSiteTo further enhance its alternative delivery networks in linewith changing needs arising from an increasingly globalizedenvironment,NBGhasupgradeditsinternetsite.TheBankswebsiteatwww.nbg.grisawebportalprovidingitscust

166、omersandvisitorswithtop-classpersonalizedbankingservices.Inaddition,anewCSRsectionhasbeenpostedtothesite,providingdetailedinformationontheBanksactionsinthefieldofcorporatesocialresponsibility(www.nbg.gr).44NewBranchImageAsmarketneedschangeandmodernretailbankingtrendssetthestandardfornewpracticesanda

167、newcustomerserviceenvironment,in the period 2007-2008 NBG developed andlaunchedthepilotimplementationofitsNewImageprojectforitsbranches.ByredesigningtheBanksbranchfacadeandplanweendeavourto:developabranchlayoutthatsupportsthemanagementofBank-customerrelationships,enhancetheworkplaceforemployees,and

168、achieve uniformity in the Groups branch appearance inGreeceandabroad.Someofthekeyfeaturesofthenewcustomer-servicemodelatbranchesarethefollowing:FlexibilityofdeploymentatexistingNBGbranches(exceptforhistoricalbuildings),Creation of a self-service island where alternative NBGnetworks(ATM,telephoneserv

169、ice,internetbanking)canbepromoted and developed.In selected branches the self-serviceislandallowsfor24-houraccess.Individualizationofdeskswherecustomersareserved,therebyenhancingservicesandfosteringamorepersonalapproachtothecustomer.45NBGhasfinishedredesigningthefirstbranchesinAtticaandabroad.Wekeep

170、arecordofcustomerandemployeeviewsandremarksonthenewpilotbranchessoasfurtherimprovethemodeldeployed.SpecialFinancialSupportMeasuresInresponsetothefinancialhardshipthatvarioussocialgroupsexperiencedinGreecein2008,NBGtookspecialmeasurestohelpsupporttheirlivingstandards,including:Apackageofmeasurestosup

171、portvulnerablesocialgroupsandSMEsthatarestrugglingunderthecurrentfinancialcrisis,such as higher credit limits to 20,000 SMEs,long-term lowstart-uploansforthefinancingoffixedassets,thesuspensionofauctions,defermentofmortgageinstalmentpaymentfortheunemployed,apackageof100millionforthefinancingofnewbus

172、inessesthathavebeenfunctioningforatleast6months(casesnotcoveredbytheGuaranteeFundforSmallEnterprises).Credit facilities for SME customers who suffered damageduringthecivilunrestinDecemberinthecentreofAthens.CreditfacilitiesforbusinessesandprofessionalsinAchaiaandIliaprefectures,whichsufferedearthqua

173、kedamageinJune2008.46In 2009,the Bank will continue to support Greek society,vulnerablesocialgroupsandentrepreneurship.Inaddition,in2008theBankcontinuedtodevelopnewproductsandservices,onfavourableterms,thatmeettherequirementsofspecificcustomergroups,including:Theoptiontosendremittancestothehomecount

174、riesofeconomicimmigrantsthroughboththeBanksbranchnetworkanditsATMs.FinancingproductssubsidizedbytheGreekStateandtheBankforbusinessesthatsuffereddamageasaresultofthesummerwildfiresof2007.ReviewofagreementsandnewproductsThe Bank develops new products and services,taking intoconsiderationtheneedsandfea

175、turesofpotentialNBGcustomers,alwaysinlinewithitslegalandregulatoryobligations.Within this context,the contents of agreements governingtransactionsbetweenNBGanditsclientelearereviewedbytheBanksLegalServices.Moreover,whenlaunchingnewproducts,the corresponding agreements and forms providing pre-contrac

176、tualinformationarealsoreviewedtoensureregulatorycompliance.TheBankdoesnotmarketproductsorservicesthathavebeenbannedfromcertainmarketsormightbeobjectedtobyitsstakeholdersorcausepubliccontroversy.47ProtectionandSecurityofFinancialActivitiesFullyawareofthefactthattherangeandcomplexityofthefinancialacti

177、vitiesinwhichitisengagedinvolvevariousrisks,NBGtakeseverymeasuretoanticipateandpreventsuchrisksfrommaterializing.CombatingmoneylaunderingAsafinancialGroupwithasignificantpresenceinthedomesticandregionalmarket,NBGparticipatesvigorouslyintheglobalfightagainstmoneylaunderingandthefinancingofterrorism.T

178、o this effect,and in full compliance with the domesticand international legal framework,NBG has established anInternationalPolicyagainstMoneyLaunderingwhichhasbeencommunicatedtoGroupstaffintheformofabooklet.ThisPolicyisfromtimetotimeadjusted,whennecessary,soastoremaininlinewiththedevelopinglegalfram

179、ework.Inaddition,NBGemployeesaretrainedtorecognizepossibleinstancesofmoney laundering,to be vigilant,and to avoid carrying outtransactionswhichtheysuspecttobeconnectedwithmoneylaunderingorthefinancingofterrorism.TransactionsecurityNBGprovidesforthesecurityofitscustomerstransactionsbytakingspecialmea

180、sures.Thesemeasuresincludethefollowing:ATMsarecheckeddailyforevidenceofviolationorotherattemptstotamperwiththem.ThesechecksaimtopreventPINdisclosurebyfraud(suchasfittingaspycamera).CardsareretainedintheeventthatawrongPINnumberisenteredthreeconsecutivetimes.An i-code device producing one-time code nu

181、mbers issupplied to Internet/Phone Banking customers,in order tosecure and verify transactions,thereby minimizing thepossibilityofinterception.Specialdepartmentshavebeenlaunchedfortheprotectionofcardtransactionsandtransactingparties:aDisputedTransactionsDepartment,fortheinvestigationofanydisputeorco

182、mplaintmadebycreditcardholders anAuthorizationManagementandTransactionsInvestigationDepartment,forthepreventionofillegaltransactionsthroughcreditcards.Accordingly,in2008:illegaltransactionstotalling3.8millionwereprevented 3,335cardswereblockedduetocardholderdispute 25statementstopoliceandjudicialaut

183、horitiesweremade 16arrestswerecarriedout 49 appearances before court were made for cases offraudulenttransactions 62contractswithbusinesscustomersoftheBanksbranchnetworkwereterminated.48Anti-FraudPolicyIn April 2008,NBG adopted an Anti-Fraud Policy within thecontext of combating fraud and any other

184、irregular acts orconductthatmayhaveanadverseimpactontheinterestsoftheGroup,itscustomers,shareholdersandemployees.Thispolicywasdraftedpursuanttotheobligationsarisingfromtheinstitutional,statutoryandregulatorycomplianceframeworkat the domestic and international level,particularly in thosecountrieswher

185、etheGroupssubsidiariesareactive.ThePolicyaimsprimarilyat:raisingGroupemployeesawarenessoffrauddeterrenceandpreventionissues,providingGroupemployeeswithguidancetoensureeffectiveresponse,with a view to promoting a uniform anti-fraudbusinesscultureacrosstheGroup,describinganddeterminingtheactiontobetak

186、enbytheappropriateNBGofficersintheeventthatfraudisdetected,and facilitating the development of systems,procedures andcontrolmechanismsforpreventingandcombatingfraud.The anti-fraud policy is bindingontheentirestaffoftheBankand its Group,irrespective ofposition and office,on businesspartners,internal

187、and externalassociates,suppliersandgenerallythirdpartiesdirectlyorindirectly involved in a businessrelationshipwiththeBankand/oritssubsidiaries.The Policy is available bothin Greek and in English on theBankswebsite;therelevantCircularisavailableontheBanksintranet and also distributed toemployeesinpr

188、intedform.A 2008&(O)NBG_Greek Brochure_new 16/do:Layout 1 6/26/08 10:34 AM Page 149ProtectionofpersonaldataOneofthemaingoalsofNBGsbusinesspoliciesistheprotectionof confidentiality and privacy of customers and employeespersonaldata.TheBanktakeseverysteptoensurelawfulandsafeprocessingofitscustomersper

189、sonaldata,pursuanttotherequirementsoftheHellenicDataProtectionAgency,including:SafeITsystems Customerbriefing Circulars-directives StaffguidanceThesemeasuresaimatprotectingcustomersandemployeesagainstunauthorizedprocessinganduseoftheirprivatedata.In2008,therewasnoreportofincidents/complaintsfornon-c

190、ompliance on the part of the Bank regarding breach ofconfidentialityorlossofpersonaldata.TransparencyinInvestmentServicesMiFID(Markets in Financial Instruments Directive)is Directive2004/39/ECoftheEuropeanParliament,whichdefinesthenewlegalframeworkofoperationforMarketsinFinancialInstruments.TheDirec

191、tivewasincorporatedintoGreeklawbyvirtueofL.3606/2007,whichcameintoforceon1November2007.TheimplementationofMiFIDhasbroughtaboutsomesignificantchangesinbanksoperations,withadirectpositiveimpactoninvestors,asitprovidesfor:Customercategory:classificationofcustomersinoneofthe3categoriessetoutintheDirecti

192、ve(RetailCustomer,ProfessionalCustomer,EligibleCounterparty),onthebasisofthelevelofinvestment experience and knowledge,for the purpose ofprotecting customers who cannot understand the risks theyundertake.Compatibility and Eligibility control:creation of a customerinvestmentprofileandclassificationof

193、thesameintoproductcategoriesthatmatchthisprofile.Best execution of orders:introduction of rules that regulatethe management and execution of customer orders for thepurposesofdeliveringbestexecution.Conflictsofinterest:introductionofspecificrequirementsforthemanagementofconflictsofinterests.50Harmoni

194、sationofEuropeaninvestmentmarkets:introductionoftheconceptofMultilateralTradingFacility(MTF).CreditinstitutionscannowsetupmechanismstocarryoutOTCtransactionsinshares.Furthermore,the cross-border provision of investmentservicesbecomeseasieronthebasisoftheso-calledpassportauthorisingaccesstomarketsofo

195、therEUcountry-members.More effective oversight and supervision:enhancement ofpowerstoensuretheeffectiveexerciseofthesupervisoryworkofcompetentauthoritiesandfurtherenhancementoftherulesimposedtoensurereliabilityofmarkets.ThechiefobjectivesofMiFIDincludegreatertransparencyandenhancedprotectionforinves

196、tors.TheDirectiveimposesthreegeneralprinciplesonfirmsprovidinginvestmentserviceswhentheyperformtransactionswiththeircustomers.Specificallytheymust:Acthonestly,fairlyandprofessionallyandtothebestoftheirinvestorsinterests.Provide appropriate,fair and clear information so thatinvestorsarereasonablyable

197、tounderstandthenatureoftheinvestmentserviceandofthespecifictypeoffinancialinstrumentthatisbeingofferedand,consequently,totakeinvestmentdecisionsonaninformedbasis.Thisinformationmaybeprovidedinastandardizedformat.Provideservicesonthebasisoftheinvestorspersonalprofile,ensuring that the customers inves

198、tments meet both theinvestmentprofileandtherequirementsofthesame.NBGandMiFIDNBGviewsMiFIDasachallengeandanopportunity.Itmanagedto be the first Bank in Greece to fully meet the standardsrequiredbylaw,whileatthesametimeweadoptednewcorporate policies and procedures that further upgrade thelevelofservic

199、esitoffers.AtatimewhenthemarketplaceviewedMiFIDasjustanotherlegalobligationandyetanothernewregulatoryenvironmenttoadaptto,NBGhasperceiveditasanexcellentopportunityforupgradingitssystemsandprocedures.Tothiseffect,theBanklauncheditsPersonalBankingservice,whichofferspersonalisedservicestoalargenumberof

200、NBGcustomers.Currently,more than 300 branches offer PersonalBankingservices,withnewonesbeingaddedtothelisteveryday.Moreinformationcanbefoundatwww.nbg.gr,underBusinessorRetail/Investors51CustomerRelationshipManagementInordertofullyandefficientlymeetitscustomersneeds,NBGendeavourstoconstantlyimproveth

201、equalityofservicesandproductsprovided.Ittakesitscustomersviewsveryseriouslywhenreviewinganddesigningitspoliciesandpractices.CustomersatisfactionOneofNBGskeyprioritiesisthesatisfactionofitscustomersandthegainingoftheirtrust.AccordingtotheresultsofregularsurveyscarriedoutbytheBankthroughout2008(bankma

202、rketmonitoringonanon-goingbasis):A quite high portion of customers(73%)doing businesswiththeBankconsideritasthepreferredbankinbusinesstransactions(SurveyconductedinJanuarythroughDecember2008,onasampleof3,996customersasked).Reliability,experienceofofficersandnumberofbranchesarethreesignificantcriteri

203、ainfluencingtheselectionofabank.NBGisattheforefrontinallthree.Customer satisfaction is at very high levels(97%),whileverysatisfiedcustomersincreasedonthepreviousyear.asindicatedinthediagrambelow.TotalCustomerSatisfactionRatios.52FamousBrand2008awardforNationalBankNBGmaintainsthebestreputationintheba

204、nkingsectorforthefourthconsecutiveyearaccordingtotheFamousBrands2008,thebrandswiththebestreputationsurveycarriedoutbyTradelinkReputationResearch&ConsultancyincooperationwiththeReputationInstitute.ThesurveywascarriedoutbytelephoneintheperiodSeptemberthroughOctober2008usingasampleof1,000individualsfro

205、macrossthepopulation.Famous Brands is a unique measure by which consumersspontaneously choose those companies that have the bestreputationineachof42productgroupsthatareexamined.Additionally,they list the most powerful trademarks andthosecompaniesthatpossessatimelessvalueregardlessofcategory.Ingainin

206、gfirstplaceasaFamousBrand,itisclearthatNBGcustomers consider its long-standing offering of top qualityproductsandservices,theGreeknessofthecompany,anditssupportforCSRprogrammesasparticularlyimportant.Accordingly,wecanseethatsensitivitytosocialissuesandthedevelopmentofCSRsignificantlyaffectthereputat

207、ionandprofileofacompany,whileatthesametimetheycanalsoprovideasignificantcompetitiveadvantageinsupportingacompanyspositioninthemarketplaceandalsoprotectingitsreputationduringtimesofcrisis.Honouring its commitment to customers,NBG is graduallyimplementingthenewservicemodelviaitsbranches,enhancingbotht

208、hewayinwhichitprovidesitsservicesandtheimageofitsnetwork.CustomercomplaintmanagementWe take customer complaints very seriously.By properlyevaluating customer complaints the Bank can identifyshortcomingsandtakecorrectiveaction.In2008,3,565complaintswerereceivedwhichareclassifiedasfollows:LoansDeposit

209、sInvestmentproductsCards*MiscellaneousNumberofcomplaints7343251012,113292(*)Thenumberofcomplaintsderivingfromcardsincludescasesoffraudulent-forgedtransactions,carriedoutonthebasisofstolenpersonaldata.53BreakdownofComplaintsLoans Deposits Investment products Cards OtherOther 8%Loans 21%Deposits 9%Inv

210、estmentproducts 3%Cards 59%AspartoftheBanksongoingefforttoenhanceitsrelationshipwithcustomers,itsetupaCustomerServicedepartmentattheendof2008.ThepurposeofthedepartmentistomakesurethattransactionsbetweentheBankanditscustomersarecarriedoutsmoothlyby:dealing with customer complaints that are submitted

211、toManagement,the Branches or forwarded to NBG via theHellenicOmbudsmanforBanking-InvestmentServices(HOBIS)andconcerntheBanksUnitsandSubsidiaries effectivelymanagingcomplaintsreceived,onthebasisofauniformpolicy,andbyefficientlyandpromptlyaddressingmattersarisingfromNBGsrelationshipwithitsclientele wo

212、rkingwithallNBGserviceUnitsandparticularlywithitsSubsidiaries contactingcustomersinwriting,byphoneandinpersononmattersarisingfromNBGsrelationshipwithitsclientele processingtheinformationreceivedinthecomplaintsinordertocorrectandenhanceourservices.One of the key tasks of the department is to review t

213、hecomplaints of customers and make recommendations to therelevantunitsandsubsidiariesabouthowtoimprovetheservicesoffered.54CommunicationandResponsibleReportingReliability and transparency in marketing communicationsconstitute one of NBGs main concerns.To this effect,NBGimplementsaproceduredesignedto

214、ensurecompliancewiththe legislative framework,internal regulations and voluntarycodesofconducttowhichtheBankhascommitteditself.Before advertising products and services either in printed orelectronicform,therelevantpromotionalmaterialisreviewedby the Regulatory Compliance and Legal Services Divisions

215、.Specifically,contentandformatarereviewedonthebasisof:the applicable legislative and regulatory framework forthe protection of consumers and the transparency oftransactions,theBanksprinciples,internalRegulationsandPolicies,aswellas voluntarycodesofconductandcodesofethicsthattheBankhasadopted:e.g.,th

216、eHellenicBankAssociations(HBA)CodeofEthicsonthepromotionandadvertisingoffinancialproductsandservicesofferedbycreditinstitutions-membersoftheHBA.Furthermore,withinthecontextofMiFID,theBankhasdraftedand deployed a Policy for Reviewing Financial InstrumentsAdvertising,setting out the principles governi

217、ng advertising,actionstakenbytheNBGunitsinvolvedinthecreationofsuchadvertisements,andactionstakenbytheNBGunitsinvolvedintheproductionandfinalapprovalofadvertisements.In2008,nocaseswerereportedoffailuretocomplywiththemarketingregulations.ProvidinginformationandraisingcitizensawarenessonCSRissuesNBGha

218、sbeenremarkablyactiveinallspheresrelatedtoCSR,contributingtotheprosperityofGreeksociety,theprotectionoftheenvironmentandtheconservationofourculturalheritage.NBGendeavourstoupdatecustomersandthecommunityingeneralandraisetheirawarenessthroughadvertisingmaterial,in both electronic and printed form.Acco

219、rdingly,the BankproducedaCSRbrochurefordistributionattheThessalonikiInternationalFair,whichfocusedonenvironmentalprotectionand the ways in which we can reduce our environmentalfootprint.55SuppliesNBGimplementssupplyprocessesthatensuretransparencyandimpartiality.Selectionandassessmentofsuppliesisbase

220、donobjective criteria,such as specialization,market share,cost/quality ratio,reliability,prior working relationship,and thecertification(orrequiredlicense)ofsuppliers.InternetTendersIncooperationwithEthnodatatheBankhasintroducedanITWebAuctionapplicationfortendersviatheinternet,athttp:/ete.ethndata.g

221、r/wa/intex.asp.Thisapplicationisuser-friendlyenablingfastandeasynavigation,whileon-linehelpisalsoavailableintheformofadetailedusermanual,backedbysecuritymeasuresfortheprotectionofelectronicdataofboththesuppliersandtheBank.Also,atwo-hourseminarisheldforthetrainingofusers.Thegoalofthisnewserviceistosa

222、vetimeintheperformanceof tenders,avoid pointless movements on the part of theassociates-suppliersaswellastheuseofmanyprintedforms(paper economy),thereby contributing to the reduction ofenvironmentaldamage.Targets recap for 2008-Targets for 2009 Targetssetin2008havebeenlargelyachieved.Specifically:Ta

223、rgetsStatusInclusionofCSRquestionsincustomersatisfactionsurveysby2009Achievedin2008surveysandtobeenhancedin2009surveysUpdatingofNBGcustomersandenhancementofawarenessregardingenvironmentalprotectionAchievedviathedistributionofprintedmaterialandspecialcommunicationactionsIn2009,theBankwillfocusonfurth

224、erenhancingissuescoveredbytheaforesaidtargets.56SpirosVassiliou,View of the Zappeion National Garden(triptych,detail),(1978)Oiloncanvas,550 x117cm.57Responsibilitytoourmployees58HumanresourcesconstitutethemostimportantassetforNBGsgrowth,astheBankacknowledgesthatinordertomaintainaleadingroleinthefina

225、ncialmarketitneedstosupportandencourageitsemployeesdevelopment.ThisiswhytheBanksystematicallyinvestsinfinding,selecting,training,evaluating,retaininganddevelopingitshumanresources,whileaspiringtobethepreferredemployerintheregion.CodeofConductForyetanotheryear,theBankaimedatensuringthatallitshumanres

226、ourcesfunctiondailyinconformitywiththevaluesandprinciplesoftheCodeofConduct,sothatalltheiractionsareinlinewithourprinciplesofcorporateconduct:Legality Thecustomercomesfirst Staffquality Contributiontothecommunityatlarge RespectfortheenvironmentBymeansoftheCodeofConduct,theBankbolstersvalues,directio

227、nsandobligationsasregardsaccountabilityandconductbyandtoward the staff,on the basis oftheRulesofConductlistedbelow:Appropriateconducttocustomers ProtectionoftheBanksandtheGroupsinterests ProtectionoftheBanksandtheGroupsgoodname ProtectionoftheBanksandtheGroupsproperty Confidentiality Teamspirit Resp

228、ectforcolleagues 59OrganizationIn2008,theBanksteppedupitseffortstorationalizeandupdatethe administration and management systems of the Groupshumanresources.TheGeneralDivisionofHumanResourcesandGroupInternalCommunicationscontinueditsworkinlinewiththe2007-2009BusinessPlandraftedbythesame:Harmonizinghu

229、manresourcesmanagementsystems Enhancingthelevelofservicesprovidedtointernalcustomersmanagementandemployees meetingtheincreasedrequirementsoftheGroupsconstantlyevolvingorganizationalstructure.Special emphasis was placed on the development of aPerformanceManagementSystematGrouplevel,whichlinksNBGsbusi

230、nessplansandaspirationstotheindividualgoalsofeveryemployeeforaspecifictimeperiodandassessesandrewardsperformanceonthebasisofgoalachievement.Thebasicfeaturesandtargetsofthisnewsystemare:Designationandassessmentofindividualtargets Assessmentofindividualcontributionwithrespecttobusinesstargets Assessme

231、ntofcurrentandrequiredskills Determinationoftrainingneedsforthedevelopmentofeachemployee Identification and offering of opportunities for careerdevelopment Incorporationofperformanceinthesystemofremunerationandbonuses Differentiation in assessment of performance using a calibrationprocess Monitoring

232、ofprocessesanddesignofimprovementsInaddition,anewcommunicationchannelwaslaunchedwiththeappointmentofHRRelationshipManagers(RMs)whohavebeenactivefortwoyearsnow.RMshavemadeasignificantcontributionnotonlytothemanagementandpromptplanningofhumanresourcerequirementsbutalsotothefasterprocessingof employees

233、 applications.Through meetings and interviewswithofficersofvariousranksfromallUnitsandincooperationwiththeappropriateDivisions,RMscontributedto:thefillingofvacancies,upgrading/transfers of staff and succession issues,identification of educational needs,smooth adaptation andintegration of new employe

234、es,training of employees withinthe context of the new Branch model,addressing mattersthat concern expatriated officers,and supporting employeeswhohavebeenaffectedbynaturaldisastersorhavepersonalproblemsandother.AsregardsBranchNetworkDivisions,visitsto478NBGbranchesandinterviewswithapproximately2,000

235、employeesofdifferentrankswerecarriedoutin2008.60RMsWhatourownpeoplestated:KaterinaPiperzi,KalamariaBranchManagerThere are times when one can think up dozens of ways to act,and they all prove useless.There are tough cases.There are people who linger on failure and disappointment,or live in a dream wo

236、rld unable to face real life.One may try all keys and yet fail to unlock their creativity.Touchy and suspicious as they may be they undercut any well-meant intention for communication.This is where the Human Resources Division comes in.Its task is to turn groups of people into teams and not crowds o

237、f impersonal beings.Its contribution is substantial and effective.GeorgiosThanos,ManagerofBranchNetworkDivisionCTo be honest,when RMs were introduced I had some reservations and worries as regards the overlapping of their duties.However,as the post of RMs evolved,I realised that their contribution t

238、o HR management is substantial.Specifically,RMs have proved valuable,contributing significantly to the resolution of problems that concerned our Division and its relations with other Administration Divisions,as well as to the management of cases and emergency situations that concerned our colleagues

239、 in branches.All these cases were settled the best possible way,satisfying both sides.It is worth pointing out that we can cooperate equally well across all levels of the staff hierarchy.Lastly,I would like to stress that some of the factors that determine the success of any posts,actions and proces

240、ses are first and foremost individuals,as well as positive thinking,directness and efficiencyJobsAt31December2008,NBGemployed13,163staffinGreece,55%ofwhomweremenand45%women.During2007-2008theBankshumanresourceswerereducedby2%.Thereductionwasmainlyduetofewerrecruitmentsandtheparallelretirementofemplo

241、yees,filledbymoreeffectiveleverageofexistingstaff.Humanresources20082007Totalworkforce13,16313,434Men7,2257,456Women5,9385,978Retirements(e.gpension,terminationofcontract)601697Newhirings285816Endeavouringtoprovidebetterservicestoitscustomers,especiallyon islands during the tourist season,NBG hired

242、378 seasonalemployees on fixed-term employment contracts,contributingatthesametimetoanincreaseinemploymentratesinlocalcommunities.Moreover,withinthecontextofongoingcooperationbetween61theBankanduniversities,attheendof2008,NBGofferedthechance to 26 Aegean University students and 1,410 TechnicalTraini

243、ngCollegestudentstodopracticaltrainingatvariousBankunitsaroundthecountry,onfixed-termemploymentcontract,tothebenefitofbothsides.SeasonalemployeesandstudentsarenotincludedinthefiguresfortheBankstotalworkforce.AgeDistributionofWorkforcebyGenderBreakdownofHumanResourcesbyEducationalLevelEducationalleve

244、l2008distribution%2007distribution%Firstgradeeducation(elementary,junior-high)1,55812%1,95915%Secondgradeeducation(senior-high)5,45841%6,12446%Thirdgradeeducation(university)4,71436%4,57634%Postgraduateeducation(Master-PhD)1,43311%7756%Total13,163100%13,434100%StaffSelectionDuring 2008,the Bank plac

245、ed special emphasis on taking advantageofeachemployeesqualificationssoastoaddresstheBanksneedsforspecialisedstaff,mainlyviainternalannouncements,andtoprovidefortheirprofessionaladvancement.EqualOpportunitiesThe Bank consistently avoids any activities or investmentinitiativesthatentailtheriskofgiving

246、risetobreachofhumanrights,childlabour,forcedlabour,andothersimilarinjustices.62Atthesametime,theprotectionofdiversityandtheprovisionofequaldevelopmentopportunitieswithintheBankensureasoundworkingenvironment,andtheseprinciplesareenshrinedinourCodeofEthics.Ourcommitmenttoequalopportunitycanbeseeninthe

247、distributionaccordingtogenderofjobsattheBank:44.5%ofemployeesarewomen,almosthalfthestaff,andnogenderdistinctionismadeinthepayroll.Itshouldbenotedthat3womenhavebeenappointedtoGeneralManagerorAssistantGeneralManager,reflectingtheBankscommitmenttoapolicyofequalopportunitythoughtoitstopranks.Atthesameti

248、me,theBanksupportsvulnerablemembersofthepopulationbyhiringindividualswithspecialneeds(IWSN).Currently,393personswithspecialneedsworkfortheBank.Employedindividuals20082007IWSN393368TrainingNBG acknowledges that its successful course and the achievementofitstargetsaredirectlylinkedtoitsefficientandwel

249、l-qualifiedemployeesintermsofknowledgeandskills.Withinthiscontext,during2008,theBankimplementedthreenewschemestargetedatvocationaltrainingandlifetimetrainingofitsstaff:PolicyfortheSupportofStudyProgrammesfortheNBGGroup,offeringforthethree-yearperiod2008through2010financialsupportforatotalof28postgra

250、duatestudyprogrammesinGreeceandabroad,aswellasfor20vocationalaccreditationprogrammes.PolicyforForeignLanguageLearning,coveringthelearning,specialisationorimprovementofknowledgelevelinlanguagesspoken in countries where the Group is active or has astrategic interest,with priority in English,the intern

251、ationalbusinesslanguage.TheroleofEducationalConsultantwasestablishedtoserveasalinkbetweeneveryGeneralDivisionandtheHumanResources Development Division.The main purpose of theEducationalConsultantistocontributetotheprocessingofapplicationsforForeignLanguagelearningonthebasisofeducationalneeds.During2

252、008,420peopleparticipatedinforeignlanguagelearningprogrammes,while 10 employees took part in postgraduatestudyprogrammes.63Atthesametime,theBankcontinuedtorunTrainingProgrammes,pursuingtheenhancementofknowledge,skillsandconductonthepartofitsemployeesthroughaseriesofspecializedtrainingprogrammes.Spec

253、ifically,during 2008,1,000 events were held with 14,900participationsinprogrammesheldinsideandoutsidetheBank,while260,000trainingman-hourswererecorded.Thetrainingcategoriesin2008wereasfollows:BreakdownofTrainingMan-Hours-2008Management Training 7%Commerce 8%Basic Training 15%General Training 25%Fina

254、ncial Training 1%Banking Operations 44%Banking operations General training Basic training Commerce Management training Financial trainingEducationalIndicators20082007Numberofcoursesrun1,0001,002StaffparticipationinNBGtrainingprogrammes13,90015,050Staffparticipationinexternalseminarsandconferences1,0

255、001,130Trainingman-hours(participationsmultipliedbyhours)260,000*229,561*In2008,thenumberoftrainingman-hoursgrewby13%onthepreviousyear.In-houseTrainingIn2008,in-housetrainingprogrammesfocusedonthefollowingareas:Acquiring know-how,accreditation and updating on theRegulatoryprovisionsoflegislationconc

256、erningmoneylaundering,as well as marketing of investment and bancassuranceproducts.EstablishmentofnewchannelsforthepromotionofproductsandservicesbytrainingthenetworkstaffonPUSHMARKETINGschemes and training or retraining Customer RelationshipManagersandBranchManagers,etc.64 Running of tailor-made cou

257、rses for specialised Units,suchasInternalAudit,ProjectFinanceDivision,RiskManagement,ConsumerCredit,ITandsoon.TrainingcentresInadditiontotheTrainingCentreinAthens,therearetrainingcentresfunctioninginThessalonikiandPatras,makingaccessibilitytotrainingprogrammeseasierforemployeesaroundGreece.Also,part

258、ofthetrainingiscarriedoutatthesiteoftheBankssubsidiaryNBGTrainingCentreS.A.inGlyfada,whichhasbeenaccredited as a Vocational Training Centre by the NationalAccreditationCentreforContinuingVocationalTraining.DistancelearningIn todays information society,training is invariably tied toeducationalandvoca

259、tionaltrainingprogrammes.ItwasalongthislineofthinkingthattheBanksdistancelearningprogrammewasfurtherdeveloped.Ourgoalistodevelopatrainingframeworkthatfostersfreetransferandmovementofknowledge.Participationsindistancelearningprogramstotalled3,510in2008.In2008,theHumanResourcesDevelopmentDivision:Seto

260、uttheconditionsforfurtherdevelopingthetechnologicalinfrastructureoftheexistingelectroniclearningsystem.Coordinatedtheinter-Divisionprojectteamfortheacquisitionof a Learning Management System for the Bank and theGroup(LMS).DevelopedanewcourseonConsumerCredit.StartedworkingtogetherwithEthnikiInsurance

261、forthetransferofknowledgewithinthecontextofatrainingprogramme.NewemployeeintegrationprogrammesFor yet another year,in order to facilitate adaptation andintegrationofnewemployeesintheBankandtheGroup,NBGranspecialtrainingprogrammes.TransferofTrainingKnow-HowNBG sent specialised trainers from the Human

262、 ResourcesDevelopmentDivisiontotrain280peopleinSerbiaandEgypt,aspartofitsefforttoknow-howtoitssubsidiariesabroad.EvaluationofTrainingProgrammesThe evaluation of the effectiveness of professional trainingprogrammesisakeyfactorfordeterminingtheirqualityandensuringtheirongoingimprovement.Accordingly,ev

263、aluationisconductedbytheBanksHumanResourcesDevelopmentDivisiononasystematicandregularbasisandtheresultsarefedbacktoalltrainingsystemparticipants.65AdditionalBenefitsNBGseekstodevelopawide-rangingsocialpolicythatmeetstheneedsofitsemployeesandtheirfamilies.Withinthiscontext,theBankprovidesspecificbonu

264、sesasarewardforstaffeffortsandasanincentiveforthemtocontributetotheachievementoftheGroupsgoals.FinancialsupportforemployeeschildrenThe Bank supports its employees children until they reachadulthood.In line with a specific mathematical formula,anaggregateamountissavedthroughouttheyearsofchildhoodandt

265、hechildrenareentitledtoreceivethisamountlaterinlifefortheirstudies,familyorprofessionallife.TheBankscontributionisequalto65%ofthetotaleachyear,whichin2008amountedto4.02million.SpecialloanpricingpolicyTheBankseekstomeetthecreditneedsofitsstaff,providingpersonalloansequivalenttofivesalariesonfavourabl

266、etermsand interest rates.Moreover,the Bank also grants mortgageloanstostaffonfavourabletermsandinterestrates.Lastly,theBankextendsthesesamebenefitstoitspensioners.InsurancecoverTheBankprovideslifeinsurancecovertothefamilyofmembersofstaff(viaagroupinsurancepolicy)intheeventofdeathoftheemployee.66Supp

267、ortfortheemployeesfamiliesThe Bank provides support for nurseries and home childcareservices,pre-schoolcareandsummercamps.Itprovidessupportalsoforseriouslyillemployees,grantsbenefitsforEasterandChristmasholidays,maintainsastaffclubrestaurant,subsidisesculturalandsportseventsandcareerorientation.Fore

268、xample,theBank:undertakestoemployonechild(whenadult)ofthefamily,whilefirst-degreerelativesareexemptedfromrepayinganyfirstresidencehousingloanofanemployeewhodiedwillstillinemploymentattheBank providesfinancialsupporttothechildrenofemployeesandpensionerswhostudyinuniversitiesortechnicalcollegesoftheco

269、untryandtostudentswhoexcelintheirstudies providestheoptionofflexi-timeforcertaincategoriesofemployeesFlexi-time20082007Employees541535 Providesfinancialsupportforthecareofchildrenofemployeesduringworkinghours.Childcarebenefits(Nurserycenters)20082007Amountperyear(in)976,6251,020,124 Facilitatesfurth

270、ereducationofemployees,bygivingthemtheoptiontotaketimeofftheiremploymentforcertainperiodsoftimeAbsencefortraining/furthereducation20082007Employees2,3691,935SummercampsrunbytheHealthFundofNBGforchildrenofemployees67 ProvideschildcareallowancetoemployeesChildcare20082007Amountperyear(in)12,825,9419,6

271、66,136Furthermore,withinthecontextofsupportingculturaleventssponsored by the Bank,a significant number of free ticketsareofferedtoemployeeswhowishtoattendtheseevents.Specifically,during2008,atotalof824ticketswereoffered.SupportforearthquakevictimsNBGrespondedimmediatelytoactivestaffmembersaswellas N

272、BG pensioners who suffered damage as a result of theearthquake in Achaia and Ilia prefectures.The Bank offeredspecialfinancialsupportalongwithrentalsupportforoneyeartothosewhosehomesweredamaged.VoluntaryWork-BloodDonationNBGconsidersitssocialcontributiontobeakeycomponentofitsCSRpolicy,andaccordingly

273、itsupportsandpromotestheparticipation of its employees in the implementation of thispolicyviavariouscorporatevoluntaryactions.Theimplementationofsuchactions,whichrelyonthevoluntaryeffortsofemployees,givestheBanktheopportunitytoprovidereal help in addressing social problems,while at the sametimeitals

274、ocontributestofurtherraisingawarenessamongitsworkforce.For more than twenty years now,NBGemployeeshavedemonstratedinpracticaltermstheirspiritofvoluntaryaid and contribution,participating(since 1985)in the Voluntary BloodDonationProgrammerunbytheblooddonationservicesofNBGsStaffHealthFund(TYPET).In200

275、7-2008,NBGvolunteersofferedatotalof1,900bottlesofbloodin44blooddonationsessionscarriedoutin11centres.Voluntary blood donations by employees are carried out incooperationwithapublichospital,inworkinghoursandtheBankgrantstwoextradaysofleavetoemployeeswhoparticipateinthesesessions.Intotal,during2008,3,

276、334daysofblooddonationleavesweregrantedto1,212employees.68InternalCommunicationWithaviewtoenhancinginternalcommunicationin2008,theBank sought to further improve and exploit existing internalcommunication channels,placing special emphasis on theNBG staff magazine Leading Ahead and the staff Intranetw

277、ebpage.LeadingAheadLeading Ahead,the quarterly magazine for the Groupsemployees,was revamped with a change in layout andexpansionofitscontent.ItsmaterialincludesnewsandarticlesonsignificantdevelopmentsintheBankandtheGroupaswellaspresentationsoftheGroupscompanies.Itisdistributedinprintedform(onnon-ch

278、lorinatedpaper)toallemployeesoftheBankandtheGroupinGreece.LeadingAheadisalsoavailableinelectronicformandcanbeviewedinEnglishandGreekonthe Banks website(www.nbg.gr),as well as on the IntranetInternalCommunicationsite,whichisaccessibletoallstaffinthecountrieswheretheGroupisactive.IntranetThe Internal

279、Communication website constitutes the internalchannel for the transmission of up-to-date and accurateinformation as well as a useful two-way communicationchannelforthewholestaff.ViatheMessageSubmissionservice,employeescanelectronicallysendsuggestions,commentsandinquiriesregardingvariousaspectsoftheB

280、anksoperations,whicharethenforwardedtotheappropriateunitsforconsiderationorreply.In2008,129announcementswereplacedonthewebsite,whilethewebsiteitselfreceivedover329,000visitors,upby24%onthepreviousyear.69HealthandSafetyintheWorkplaceWithinthescopeofthehealthandsafetyprogrammedeployedbyNBG,theBankseek

281、stoensureasafeandhealthyworkingenvironment that does not present potential occupationalhazardsandensurespleasantworkingconditions.Tothisend,the Bank has established the Health and Safety Committeecomposed of scientific staff(Workplace Doctors and SafetyTechnicians),service officers and employees rep

282、resentatives.TheGeneralDivisionofHumanResourcesandGroupInternalCommunicationsisresponsibleforoverallhealthandsafetyintheBanksworkplace.The Bank cooperates with Workplace Doctors and SafetyTechnicians,whoin2008visitedallNBGunitsforthepurposeofassessingoccupationalhazards,offeringadviceandformulatingr

283、ecommendationsregardinghealthandsafetyissuesattheirplaceofwork.Webelievethisdirectcontactisthebestwaytopromotehealthandsafetyintheworkplace.Totalvisitsbyspecialassociates,whosecollaborationhasbeenneededinrecentyearsinordertocoveralltheBankspremises,wereasfollows:YearTotalBuildingsWorkplaceDoctorsSaf

284、etyTechniciansFireSafetyTechnicians20086231,3651,72576020075661,3781,598733PlanningforEmergenciesIn 2008,NBG drafted Regulations for the organization andoperationoftheindependentinstitutionsoftheBankwherechangeshadoccurred(newpremises,stafftransfer,etc.),andcoordinatedactionsforcompliancewithconting

285、encyplanningandfireprotectionthroughouttheBanksunits(signs,civildefenceteams,firedetectionsystems,trainingoffirepreventionofficersandinformationtostaff).Inaddition,inthepastyearNBGdeployedthreenewactionstoguaranteeemployeessafetyintheworkplace:70PsychologicalsupportofemployeesintheeventofrobberyCase

286、sofbankrobberiesincreasedin2008,andaccordinglytheBankdecidedtolaunchapsychologicalsupportprogrammeforemployeeswhohavebeenthroughthetraumaticexperienceofabankrobbery.Accordingtothepsychologistwhorunstheprogramme,victimsinvolvedinsuchincidentsmaysufferfrompost-traumastressforoneortwomonths,whiletheint

287、ensityofthesymptomsmaydepend,forinstance,onthedegreeofdangertowhichvictimswereexposed.In2008,andwheneveritwasdeemednecessary,aspecializedpsychologistvisitedtheBanksunitswiththeassistanceofitsofficers.SecurityvestibulesHavingthoroughlyreviewedthecrucialissueofsecurity,theBanksManagementadoptedseveral

288、measuresincludinganewsystemofentryandexittocertainbranchesthroughsecurityvestibules.Theaimofthisnewentrysystemistooffer,inlinealwayswithlegalspecifications,highsecurityandprotectionstandardsbothtotheBanksemployeesandcustomers.Pilotinstallation of the new vestibules began in 2008 in selectedbranches.

289、To train the staff and facilitate use of new branch accesstechnology,aseriesofactionswasscheduledincluding:Stafftraining Supportwiththepresenceofanadditionalperson(fromthevestibulesupplier)duringtheinitialperiod Voiceinstructionsthatcanbeheardinsidethevestibule InformationleafletforcustomersTheimple

290、mentationofthismeasureresultedinthereductionofrobberiesin2008.AntismokingCampaignAwareofitssocialresponsibilitytowardstheindividualandinlinewithrelevantHealthProvisionsandtheBanksCodeofEthicstheBankintroduceditsanti-smokingcampaignin2007,endeavouringtocreateahealthysmoke-freeworkingenvironmentforbot

291、hourcolleaguesandourcustomers.Specifically,NBGsantismokingcampaignincludesthefollowing:Informing employees of the consequences of active andpassivesmokingandofferingadviceonhowtoquit,viatheInternalCommunicationwebpage.71 DistributionofrelevantposterstotheNetworkandthecentralAdministration.Distributi

292、onofleafletsandanti-stressballs.Video-clips played on Branch screens with antismokingcampaignmessages.SponsorshipfortheKnowMoreAboutLungCancerMonth.Designationofcentraladministrationbuildingsandbranchesasnon-smokingareas.Updatingforstaffbyworkplacedoctors.Targets recap for 2008 Mostofthetargetssetfo

293、r2008havebeenlargelymet.Effortsarebeingsteppeduptoachievefullwhileeffortsaremoreintensive.2008GoalsStatusTrainingonCSRAchievedtoalimitedextent(CSRteam)-tobeexpandedsignificantlyin2009SupportforvoluntaryactionsbyemployeesAchievedtoalimitedextent-tobeenhancedsignificantlyin2009 Targets for 2009 CSRtra

294、iningforemployees Ongoingimprovement(inlinewithlegalrestrictions)insecuritymeasuresasregardsprotectionoffacilitiesandemployees.Ongoingimprovementinhealthandsafetymeasuresintheworkplace.72Pavlos(Dionysopoulos),Field(1988)Paperandplexiglass,202x303cm73Responsibilitytothenvironment74The protection of t

295、he environment,climate change andsustainable growth have become over the last years majorissuesfortheglobalcommunity,governmentsandbusinesses.Accordingly,the transition to an economy based on lowercarbondioxideemissionsandmorerationaluseofnaturalandenergyresourcesisimperative.Recognizingitsresponsib

296、ilitytowardstheenvironmentandtheneedtotakeimmediateaction,NBGhasincorporatedintoitsstrategypoliciesthataimatfosteringsustainablegrowth.Accordingly,the Bank sets goals so as to minimize its environmentalfootprint by reducing the direct and indirect impact of itsactivities,andtoaddresstheproblemofclim

297、atechange.TothisendtheBank:Hasbeenincludedsince2004intheFTSE4GoodEuropeandFTSE4GoodGlobalsustainabilityindexesanditsenvironmentalperformance is assessed on an annual basis by the EIRISorganization.Implements an Environmental Management System,in linewithISO14001,includinganannualscheduleofactionsand

298、programmes.National Bank has consistently supported the work of the Gaia Centre-Goulandri Natural History Museum,by sponsoring International Scientific Conventions,exhibitions and training programmes.It is extremely important that,particularly in times of crisis such as the crisis of the economy and

299、 values we are currently undergoing,institutions such as National Bank of Greece participate in the fight for social progress and prosperity.I look forward to continuing our work together so as to accomplish our goals more efficiently.I hope that NBGs management will always be able to fulfil this no

300、ble cause.NikiGoulandri,ChairmanoftheGoulandriNaturalHistoryMuseumThe fact that National Bank of Greece participates actively in the effort to protect the environment and to enhance awareness regarding preservation of natural resources,of life itself,on a national as well as global basis,is of utmos

301、t importance.75EnvironmentalManagementSystemStrongly believing that business operations should combineeconomicefficiencywithsocialandenvironmentalsensitivity,theBankiscommittedtoimplementingmeasuresinlinewithitsEnvironmentalPolicyStatementsoastofurtherimproveitsenvironmentalimpact.ExtractfromNBGsEnv

302、ironmentalPolicyStatement:NationalBankofGreecebelievesthatenvironmentalsensitivityandtheimplementationofanenvironmentalpolicyarethecornerstoneofconsistentcorporatebehaviourandcontributetosustainablegrowth.HavingplayedforalongtimeacriticalroleintheeconomicandsocialdevelopmentofGreece,theBankappreciat

303、esthesocialsignificanceofenvironmentalprotectioninachievingsustainablegrowth.At the same time,the Banks commitment to environment-friendlyoperationsisalsooutlinedintheCodeofEthicsandConductwhichhasbeendistributedtoallemployees.NBG has pursued this Environmental Policy and the relevantcommitmentinthe

304、CodeofEthicsandConductbydevelopingandimplementingitsEnvironmentalManagementSystemsince2004.IncompliancewithinternationalstandardISO14001,theBankreviewsandupdatesthissystemonaregularbasissoas to ensure at all times its appropriateness,adequacy andeffectiveness,pursuanttorecentlegislativerequirementsa

305、ndinternationalbestpracticesandtrends.Inthiscontext:The composition of the Environmental Management CommitteeandtheinterdivisionalEnvironmentalManagementTeamwasadjustedinordertoimprovetheEnvironmentalManagementSystemandenhanceinternalcommunication.AnEnvironmentalManagementOfficerwasappointedateachun

306、it,chargedwiththesupervisingeachunitsprogrammesandactions,coordinationofservices,collectionofdatarequiredforthereportingontheactions,andcooperationwiththeEnvironmentalManagementTeam.AListofSignificantEnvironmentalIssuesandImpactsarisingfromNBGsoperationandactivities(work-relatedcommuting,procurement

307、sandmanagementofelectric/electronicequipment,perishablesandstationery,consumptionofnaturalresourcesandenergy,creditandinvestmentdecisionsandproducts)has been prepared.EnvironmentalissuesareregularlyreviewedandexaminedbytheEnvironmentalManagementTeam.Forthepurposeoftrainingstaffonimplementingthesyste

308、msprogrammes,theEnvironmentalManagementTeame-mailedtotheEnvironmentalManagementOfficersoftheunitsandtherestofthestafftrainingmaterialandinformationwithrespecttothefollowing:76 NBGsEnvironmentalPolicyandEnvironmentalManagementSystem,alternativemanagementoftoners,alternative management of electric and

309、 electronicequipmentandlow-consumptionlight-bulbs,and batteryrecycling.SeniorManagementisbriefedabouttheBanksenvironmentalperformanceonanannualbasis.AnalysisoftheenvironmentalimpacthasledtotheformulationoffivekeyprinciplesfortheEnvironmentalManagementSystemsActionProgramme:Conservationofnaturalresou

310、rcesandenergy.Rationalizationofwork-relatedtravelandcommuting.Effectivemanagementofpaperandsolidwaste.Adoptionofenvironmentalstandardsinprocurements.Adoptionofanenvironmentalhazardassessmentpolicyininvestmentandcreditprocesses.ConservingNaturalResourcesEnergyManagementThemanagementofbuildingfaciliti

311、esplaysasignificantrolein the Banks environmental performance.Improving energyperformanceincludesdeploymentofnew,moreenergy-efficienttechnologiesduringbuildingrenovationorconstruction,aswellasduringreplacementofobsoleteequipment.Tothisend,in2008thefollowingmeasuresweretaken:Useofmodernenergy-efficie

312、nttechnologiesinthenewly-constructed EDP Centre premises in Gerakas measuringaround25,000squaremetres,whichnowhouseservicesthatpreviouslywerelocatedinolder,energy-hungrybuildings.Suchtechnologiesincludeairalternatorsincentralair-conditioningunits,useofinvertersinmotors,heatinsulationofbuildingsstruc

313、turalcomponentsatwalls,openings,floorsandceilings,installationofaBuildingManagementSystem(BMS),installationofVenetianblindsandreflectiveglasspanes.Continuationofaprojectrunningalreadysince2007forthereplacementofalltheBanksPCswithnewer,moreenergy-efficientunitsandsimultaneousupgradingoftheelectronics

314、ystems.Within 2008 approximately 3,500 computers werereplaced.Further systematization of the total energy efficientmaintenanceofthebuildingenvelopeoftheBanksbuildingsandtheirelectricalequipmentandmachinery.77 Useofmodernenergy-efficientlightbulbswhenreplacingtheoldincandescentlamps.Installationofcon

315、densersin40administrationbuildingsinthewiderAthensregion,inordertoimprovetheelectricalpowerperformanceandreduceelectriccurrentloss.Useofnewglasspanesinbranchfacades,withimprovedheat-insulation specifications(an improvement of 5%comparedwiththeoldpanes).Thesaidmeasuresaimatachievingmoreefficientuseof

316、energyandthereforeatreducing,indirectly,emissionofpollutants.In2008,theelectricpowerconsumptionbyNBGbuildings(equaltoasurfaceareaof180,000squaremetres,i.e.morethanonethirdoftotalNBGbuildingsurfaceinGreece),amountedto31,179,252kWh.In2009,acomputerapplicationwillbelaunchedtorecordandmonitorenergyconsu

317、mptionbytheBank.OzoneLayerTofightthephenomenonofozonedepletion,whichconstitutesoneofthemostseriousenvironmentalproblemsworldwide,theBankhas:sofarreplaced80%ofitsair-conditioningunitswithothersthatcontainenvironmentallyfriendlyliquidrefrigerants,suchasFreonR134,R407&R410.longsincediscontinueduseofHal

318、oninfirefightingsystemson its premises,as provided for by law,and replaced itwith FM200,a recognized and certified extinguishant,environmentalfriendly,withzeroozonedepletingpotential(ODP),extremelylowglobalwarmingpotential(GWP)andverynarrowatmosphericlifetime.WaterManagementNBGisfullyawarethatconser

319、vationofdrinkingwaterisalreadyaglobalissueandamajorconcernintheGreekareaaswell.Likeallbusinessesactiveintheprovisionofservices,theBankswatersuppliesaremainlyusedinrestroomfacilitiesandforcleaningworkareas.Inthiscontext,effortsfocusedonpreventingandavoidingleakages.Accordingly,theBank:performs all sc

320、heduled maintenance work and monitorssanitaryinstallationssoastoactinstantlyintheeventofmalfunctionorleakage decidedtoexplorethepossibilityofusinggroundwaterinthe Gerakas administration building for non-potable uses(wateringthesurroundinggardenarea,toilets).78RationalisationofTravelandCommutingGaseo

321、us pollutants emitted from work-related travel areconsideredtobeoneoftheBanksmostimportantenvironmentalimpacts.Instrivingtorationalizeitsstaffcommutingduring2008theBanktookcertainmeasures,themostsignificantofwhichareoutlinedbelow:Distancetrainingprogrammes(distancee-learning,e-book)continuedtobeoffe

322、redtothestaffatamoreintenserate.FurtherinformationonsuchprogrammescanbefoundintheResponsibilitytoouremployeessection.Employeeshometownorresidencecontinuestobeakeycriterion for their allocation to posts in the Banks branchnetwork.Effortsweremadetoreduceexecutivesairtravelbyusingteleconferencefaciliti

323、es.Inaddition,customertravelwasalsoreduced,asthenumberofbankingtransactionsavailablethroughNBGInternetandPhoneBankingincreased.In2008,theBankregistered147,000newuserstoitselectronicservices(75,000Internetand72,000PhoneBankingusers),thetotal now being 458,000(337,000 Internet and 121,000 PhoneBanking

324、users),whiletotale-bankingtransactionsamountedto23.6million(up63%onthepreviousyear).NBGisstrivingtoreduceunnecessarycommutingbybothitsstaffandcustomers.ManagementofPaperandSolidWasteDuetothenatureofbankingoperations,mosttransactionsareeffectedbymeansofprinteddocuments,andaccordinglytheBankskeysolidw

325、asteispaper.Initseffortstoreducepaperwasteandincreaserecycling,in2008NBGimplementednewtechnologiesinvariousapplicationsandprocedures:NBGse-correspondencesystemexpandedtoanothertwounits,whileitisscheduledtooperatein39moreunitswithinthefirstquarterof2009.Printers were gradually replaced with network p

326、rinterssupportingprintingonbothsidesofthesheetofpaper.79 RegulatoryComplianceDivisionsintranetpagewasupdatedwithinformationandnewtrainingmaterial,aswellaswiththeDueDiligenceRepositorydatabaseofcertificatesandlegalization documents.Thus,conventional correspondencebetweenfinancialinstitutionswasreduce

327、dsavingsubstantialamountsofpaper.90%oftheITDivisionsapplicationsrequiringprintingwasincludedintheCMODprogramme.Accordingly,67.5tonsofpaperweresavedin2008.Printingpaper-rollwidthwasreducedfrom18to17.5inches,equivalenttoareductionof18tonsofpaper(5%)onanannualbasis.Upgradeofcomputersystemsandapplicatio

328、nsfordocumentary credits and securities,thereby reducingconsumptionofresources.NBGsin-housemagazineLeadingaheadisnowdistributedwithoutitsclearplasticfilmwrapandprintedonacid-freepaper.A new electronic course was included in the e-learningpackages.Further,the Bank laid the foundation for thedevelopme

329、nt of more electronic courses,with a view toreducingtraineescommutinganduseofpaper.Likewise,anumberofe-bookanddistancelearningtrainingprogrammestook place through the Hellenic Banking Institute.Thedeploymentoftheabovetwoactionshassaved4.5tonsofpaper.ProgrammeSeminarsParticipantsA4pagessavedE-learnin

330、g21(or2.64%)3,274(or23.39%)847,380E-book86(or10.82%)233(or1.66%)60,580DistanceLearning(.)5(or0.63%)368(or2.63%)-Thetotalamountofpapersavedin2008asaresultoftheaboveprogrammestotals89.5tons.80PaperRecyclingWithrespecttopaperrecycling,theBankcontinuestoimproveits performance.In 2008,378 tons of paper w

331、ere recycledcomparedwith297tonsin2007,i.e.theamountofrecycledpaper per employee increased to 28.8 kg.The majority ofrecycledpapercamefromthearchivesandtheEDPcentre.PaperSupplyandRecyclingManagementofEquipmentIn2008,theprojecttowithdrawandreplace(byalicensedalternative management agent)all computer e

332、quipment intheBanksunitsandcentralserviceswascompleted,andasaresult1,641PCworkstations,1,562screensand931printerswerewithdrawnforrecycling.Asingleprocedureforthealternativemanagementofallobsoleteelectricalandelectronicequipmentof the Bank,in cooperation with a licensed alternativemanagement agent,wa

333、s scheduled within 2009 and will beimplementedin2009.Also,aprocedurefortherecyclingofsmallelectrical/electronicappliancesownedbytheBankanditsstaffandofusedlow-consumption light bulbs was designed in 2008 and will bedeployedonapilotbasisinsixkeyadministrationbuildingsin2009.81ManagementofPerishablesAt the end of 2008 the pilot programme for alternativemanagementofusedtonerswasexpanded.Specifically: