National Bank of Greece2007年CSR報告.pdf

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1、Message from the Chairman and CEO 4Responsibility to the corporation6NBGOrganization of corporate social responsibilityStakeholdersParticipationAwardsResponsibility to the economy16Contributing to economic growth Shareholder structureCorporate governance Risk managementCode of ethics for financial i

2、nstrumentsCode of ethics and conductIT systems security Responsibility to the market28Preventing criminal financial activitiyProducts and servicesCustomer relationship management MarketingSuppliesResponsibility to our employees 38OrganizationJob positionsEqual opportunitiesTraining Collective agreem

3、ents-Union organizationsAdditional benefitsInternal communicationHealth and safetyResponsibility to the environment 50Environmental management systems Saving natural resources-energy Water managementRationalizing staff travel Management of paper and solid waste Adoption of environmental standards in

4、 procurements Credit policy Responsibility to society 58Sponsorship activity The NBG Cultural Foundation(MIET)The NBG Historical Archive Support to areas destroyed by last summers wildfiresInformation regarding this Report 68Corporate social responsibility dataMethodology Contact info GlossaryGRI in

5、dicators Feedback form Contents4Message from the Chairman and CEO Throughout its history,NBG has held the concept of corporatesocial responsibility to be one of its core values and an abidingprinciple.Working as a responsible corporate citizen,weconsistently invest in the progress and well-being of

6、Greeksocietythe cornerstone,after all,of our long-term andsustainable business activity.In recent years,we have carried out substantial and complexwork in order to forge NBG into one of the biggest financialinstitutions in the wider region of SE Europe.At the same time,however,the responsibility we

7、feel towards the community atlarge,the environment,the market and our employees has alsoincreased significantly,because we believe that economicgrowth and social responsibility go hand in hand with goodbusiness practice.Following closely international trends and changes,we approachthe concept of Cor

8、porate Social Responsibility ever moresystematically in the exercise of management,transforming intopractice our desire to operate,above all,responsibly in all areasof our Corporate Social Action programme,which itselfcomprises a key to sustainable growth:?Responsibility vis-a-vis our shareholders,a

9、s we work in linewith the strictest corporate governance principles?Responsibility vis-a-vis the market,in our endeavour toleverage our scale so as to bring best practices into ourpurchases and sales chains?Responsibility vis-a-vis the Groups employees,as we seek tofoster their development and secur

10、ity?Responsibility vis-a-vis the environment,as we seek to reduceany adverse environmental impact from our business?Responsibility vis-a-vis the community at large,as we supportthrough our sponsorship activities the people,environmentand heritage of our country.The responsibility we feel to the comm

11、unity at large,theenvironment,the market and our employees is constantlyincreasing because we believe that economic growth andsocial responsibility are part and parcel of good businesspractice.5This Corporate Social Responsibility Report 2007 is one product ofthis new approach.Here we present our mo

12、st important actionsin these areas over the course of the past year,including:?the completion of the Sarbanes-Oxley project in the sphere ofcorporate governance,?the promotion of the green EPOS bond and the decision topurchase recycled paper for use in the Bank,?the decision to provide support of ov

13、er 550 million to regionsafflicted by last years wildfires in Greece,and?the preparation of a Code of Conduct,which has beendistributed to all staff.We appreciate and recognize the limitations of this Report,whichreflect in part the restricted scope of the concept of CorporateSocial Responsibility i

14、n Greece;we also appreciate the need tobroach this issue with even greater earnestness.Among thechallenges of the future that we shall face are the greatercontribution we need to make to the protection of theenvironment and the prosperity of the community at large,theapplication of a strict policy o

15、f responsibility in our purchases andsales chains,and the wider spread of the responsibility practicesthat we implement across the whole range of our activities in allthe countries where we conduct business.Lastly,it is both a goal and a commitment of NBG,the largestbanking group in the country,to u

16、ndertake a leading role in thepromotion and further application of Corporate SocialResponsibility principles so that we may continue to be amongthe top socially responsible business organisations on the Europeanlevel.Takis ArapoglouChairman and CEO 7NBG Historical overviewNBG was the first,and came

17、to be the largest,bank of themodern Greek state.Since its establishment in the nineteenthcentury and through to the present day,its destiny has beenclosely associated with the course of the Greek economy.Eversince it first opened for business,NBG has been the key lever forthe national economy,and th

18、e driving socio-economic forcebehind the Greek state.The Bank has provided vital financialsupport in critical and important phases of the countrys modernhistory,and backed important projects in the spheres ofeducation,culture and research.What is more,NBG is the bank that systematically introduced n

19、ewbanking products to the Greek market and first employed newtechnologies with a view to meeting effectively the needs of itscustomers.Over the course of the 167 years of its operations,NBG hasdeveloped close ties with its customers.These are not restrictedsolely to banking transactions,but go to ma

20、ke up a relationshipof trust that remains a cornerstone of our approach down to thepresent.NBG today leads the strongest financial services group in Greece.Active in 11 countries,and running the largest banking network inGreece and abroad,it serves more than 12 million customers andis one of the mos

21、t important ambassadors of the Greek economyglobally.8Milestones in the history of NBG:National Bank of Greece was established by act of Parliament on31 March 1841.It actually opened for business on 22 January1842 under the management of George Stavros.Until the time ofthe establishment of the centr

22、al bankthe Bank of Greecein1928,NBG was the principal note-issuer of the country.1880:The NBG share is issued on the Athens Stock Exchange.1891:NBG establishes Ethniki Insurance.1927:NBG establishes National Mortgage Bank.1938:NBG set up its Historical Archive.1953:The Bank merges with the Bank of A

23、thens,which wasestablished in 1893.1966:NBG establishes the National Bank Cultural Foundation whichcontributes to the educational,cultural and scientific life of thecountry.1972:NBG sets up its mutual fund management subsidiary,Diethniki Mutual Fund S.A.1989:NBG sets up National Securities S.A.1990:

24、NBG ceases to be a government controlled corporation.1994:NBG establishes NBG Cyprus and in 1996 opens a branch inTirana,Albania.1999:the Bank issues shares on the NYSE.2000:NBG acquires majority shareholdings in Stopanska Banka AD-Skopje in FYROM and United Bulgarian Bank in Bulgaria.2002:Merger of

25、 subsidiary National Investment Bank for IndustrialDevelopment with NBG.2003:NBG acquires Banca Romaneasca in Romania.2006:NBG acquires Finansbank in Turkey and Vojvodjanska Bankain Serbia.9The Banks headquarters are located in the historic building at 86Aiolou Street,on one side of Kotzia Square,do

26、wntown Athens.Thiswas the first owned headquarters of the Bank and has served asits base since 1845.Vision The concept of contributing to the community at large is anintegral part of the Groups vision and reflects the importancethat the Bank attributes to responsible business.NBG Group:geographical

27、presence*NBG branches in the UK(London),Cyprus,Channel Islands(Guernsey),Egypt(Cairo)and South Africa.Note:Besides these branches,NBG also has two agencies in Melbourneand Sydney.COUNTRYBRANCHESGREECE575TURKEY 410BULGARIA229SERBIA204ROMANIA122FYROM60ALBANIA24CYPRUS16OTHER*14TOTAL1,654We at the NBG G

28、roup aspire tomaintain our leading position in SEEurope,working with dedicationand commitment to best serve ourcustomers and deliver value to ourshareholders,to the benefit ofevery employee,and in a spirit ofresponsibility to the community atlarge.12Organization of corporate social responsibilityThe

29、 NBG Group has adopted a Corporate Social Responsibility(CSR)policy that sets out specific areas for action to be taken bythe Bank and its subsidiaries.The Groups CSR policy is posted on the NBG website(www.nbg.gr)on the Social Presence page.The mode of CSRgovernance at NBG is outlined below:?The Bo

30、ards of Directors of the Bank and its affiliated concernscarry out corporate social actions,and approve the annualbudget relating to CSR actions within the context of theGroups overall budget.?The CEO of each of the Groups entities is ultimatelyresponsible for the implementation of the CSR policy.?T

31、he CEO approves commitments under the CSR budget andinforms the Board of his key decisions.?For any CSR commitment that exceeds budget levels the CEOmust obtain Board approval.?The Manager of the BoD Secretariat Division is responsible forensuring that the CSR programme is carried out,and submitsan

32、annual CSR report to the CEO for the information of theBoard and shareholders.He also submits a summary report ofthe key CSR actions of the Groups main subsidiaries.The core values of our Corporate Social Responsibility Policy are as follows:Respecting human rights:?The Bank and its affiliates fully

33、 comply with decisions thatprohibit collaboration with countries,businesses orindividuals that foster violence or terrorism.Respecting the environment:?The Bank and its affiliates believe that environmentalresponsibility forms an integral part of good corporateconduct and accordingly adopts and impl

34、ements specificpolicies designed to protect the environment.13StakeholdersThe Bank considers its stakeholders to be natural and legal personswho are affected directly or indirectly by its decisions andoperations.In this light,the Bank recognizes the followingstakeholders:?Shareholders?Customers?Empl

35、oyees?The business community?NGOs?Local communities?Suppliers?The state and regulatory authorities?The media The Bank pursues open dialogue with its stakeholders and uses arange of means to cultivate such dialogue,such as surveys,meetings and communications.In this way it endeavours to betterunderst

36、and the expectations,needs and requirements of itsstakeholders and thereby better respond to them.Contributing to the community?The Group contributes to social cohesion and progress inthe countries where it is active.The Group supportsefforts to address global problems related to social andeconomic

37、development.Contributing to the arts,culture and education?The Group supports a variety of actions and initiatives inthe arts and education in the countries where it is active.Independence?The Corporate Social Action of the Bank and itssubsidiaries is independent of the various interests ofcustomers

38、,shareholders or others.The Bank and itssubsidiaries do not support or sponsor political parties,whether directly or indirectly.14Participation NBG seeks to support and influence positively developments in thebusiness community,as well as society in general.Accordingly,itparticipates in various orga

39、nizations and committees,such asthose listed below:Domestic organizations?Athens Chamber of Commerce and Industry?Greek Federation of Businesses and Industrialists?Hellenic Bank Association?Institute for Economic and Industrial Research Organizations abroad?Arab-Hellenic Chamber of Commerce and Deve

40、lopment?Hellenic-American Chamber of Commerce?Hellenic-British Chamber of Commerce?Hellenic-French Chamber of Commerce and Industry?Hellenic-Japanese Chamber of Commerce?Hellenic-Bulgarian Chamber of Commerce and Industry?Hellenic-Turkish Chamber of Commerce Social,environmental and cultural organiz

41、ations?Hellenic Marine Environment Protection Association?P.&A.Kyriakou General Childrens Hospital?National Gallery?National Endowments?Young Entrepreneurs Association?International Council of Museums Awards In 2007,recognition of NBGs efforts to enhance its ability toeffectively meet the needs of i

42、ts customers and shareholders wasgained when it won a number of important awards anddistinctions,such as the following:15FT Global 500 NBG was ranked among the 500 largest companies in the worldand among the strongest banking groups for 2007,according tothe FT Global 500 rankings published by the Fi

43、nancial Times.TheFT Global 500 rankings provide an annual snapshot of the 500largest companies worldwide in terms of capitalization.Last year was the first time that NBG was included in theserankings,holding 363rd place.Notably,NBG was the only Greekcompany included in this list of the top 500 globa

44、l companies.What is more,it ranks 21st among the strongest banking groupsEurope-wide.Best Bank NBG held first place in Greece and 99th internationally in terms ofregulatory capital,according to The Banker,a publication of theFinancial Times.Forbes Global 2000 NBG held 82nd place in the Forbes Global

45、 2000 rankings.Theserankings are based on a mix of four metrics:sales,profit,assetsand market value.Investor Relations NBG was declared best Investor Relations department of listedcompanies on the Athens Stock Exchange by the European IRMagazine.This was the first time that the Greek market wasinclu

46、ded in the awards organized by the magazine.Targets for 2008?Systemization of dialogue with stakeholders?Launch of a special section devoted to Corporate SocialResponsibility on the Banks website(www.nbg.gr)17The role of NBG in the economic,political,social and cultural lifeof the country has been s

47、ubstantial,since it provided significantfunding for infrastructure projects in Greece in the nineteenth andtwentieth century,and supplied financial support to the Greekstate in critical and important times.Contributing to economic growth NBG renewed its Business Plan for the three-year period 2007-2

48、009 in line with its vision to forge the Group into one of thestrongest and most reliable financial organizations in SE Europe,working with dedication and consistency to serve our customersand deliver value to our shareholders,to the benefit of everyemployee and responsibly for society.The contribut

49、ion of NBG to the growth of the Greek economy isreflected by the facts listed below:?It is the largest bank in Greece and leads the strongestfinancial services group in the country,with a strong presencein SE Europe and the East Mediterranean.Operatingdynamically in over 10 countries on 3 continents

50、,and boastingover 12 million customers and 1,500 branches,it is a largeorganization both in terms of structure and corporate culture.?It plays a key role in the Greek economy with over 166 yearsof successful business activity and constant growth,as theGroup posts turnover equivalent to over 1.9%of G

51、DP(in 2007).?It employs directly over 13,000 employees as a bank inGreece,while indirectly it generates tens of thousands of otherjobs among its suppliers and customers.?The Groups share participates in the stock exchange index ofthe Athens Stock Exchange at a rate in excess of 15%.A brief presentat

52、ion of the Banks financial data is given in thetable in the last section of this Report.For further information see the Annual Report 2007 or the Bankswebpage at www.nbg.gr(Investor Relations/Financialstatements).18Shareholder structure NBG has a widely dispersed shareholder base.Its share capitalam

53、ounts to 476,848,461 ordinary registered shares.At 31December 2007,the share capital was structured as follows:NBG SHAREHOLDER STRUCTURE There are no special agreements between NBG shareholders,normutual participation between NBG and another company orgroup of companies of any significant amount in

54、the sharecapital.For further information see the Annual Report 2007 or the Bankswebpage at www.nbg.gr(Investor Relations/NBG share).19Corporate governance The issue of corporate governance is particularly important forNBG,given that it is a business with a very broad shareholderbase,while more than

55、50%of its share capital belongs tointernational investors.In this light,one of NBGs key priorities has been to maintain arobust operational framework by pursuing best practices in riskmanagement,internal controls and its mode of governance so asto comply fully with both Greek legislation and interna

56、tionalstandards and trends.Accordingly,it has been set up in such a way as to promote bestcorporate governance and effective internal control via the Boardof Directors.This organization confirms the compliance of NBGwith legislation as well as precise,full,timely and transparentpresentation of infor

57、mation to the market.For further information on the practices applied by NBG in thearea of Economy and Corporate Governance see the AnnualReport 2007 or the Banks webpage at www.nbg.gr.This sectionincludes a summary presentation of those practices that are morespecifically related to Corporate Socia

58、l Responsibility.Management and its committees Board of Directors In 2006,the Board adopted a Corporate Governance Guidelinesframework setting out in detail the Banks corporate governancestructures and policies.In line with this framework:?The members of the Board are elected by the GeneralMeeting o

59、f shareholders for a three-year term,and can bere-elected.?The majority of the Boards members are independent,non-executive members.?To appoint someone as an independent,non-executivemember of the Board,he or she must not be a shareholder,and should not have any dependence on the company or itsaffil

60、iates.?The non-executive members of the Board do not participate inthe Banks pension schemes.20In 2007,the Board of Directors was composed of the following members:Executive membersName PositionTakis(Efstratios-Georgios)ArapoglouChairman and CEOIoannis Pehlivanidis Deputy Chairman and CEONon-executi

61、ve members Name PositionIoannis GiannidisCorporate Governance and Nomination Committee Georgios LanarasAudit CommitteeStefanos PantzopoulosAudit Committee,Financial Expert onNew York Capital Market CommitteeIoannis PanagopoulosEmployee RepresentativeAchilleas MylonopoulosEmployee RepresentativeIndep

62、endent non-executive membersName PositionH.E.the Metropolitan of Ioannina,TheoklitosMemberStefanos VavalidisCorporate Governance and Nomination Committee,Risk Management CommitteeDimitrios DaskalopoulosHuman Resources and Remuneration CommitteeNikolaos EfthymiouHuman Resources and Remuneration Commi

63、tteeGeorgios MergosAudit Committee Constantinos PilarinosMemberPloutarchos Sakellaris Audit Committee,Corporate Governance and Nomination CommitteeDrakoulis Fountoukakos-KyriakakosAudit Committee,Human Resources and Remuneration Committee21Committees of the Board of DirectorsAt the Board level,the B

64、ank has 4 Committees that support theBoards operation.Two of thesethe Human Resources andRemuneration Committee and the Corporate GovernanceNomination Committeewere established within 2005 with aview to enhancing the Banks Corporate Governance.Board of Directors(BoD)Audit CommitteeThe members of the

65、 Audit Committee meet the independencerequirements provided for by the Banks Corporate GovernanceGuidelines,in line with Greek and US legislation.Specifically:?The Committee is chaired by Mr.G.Lanaras and includes asmembers Messrs S.Pantzopoulos,D.Fountoukakos-Kyriakakos,P.Sakellaris and M.Mergos.?T

66、he Committee is composed of five members and convenes atleast six times a year.?Its members are appointed by the Board on the recommenda-tion of the Corporate Governance and Nomination Committeeto the Board Chairman.?All the members of the Committee are independent and non-executive directors.AuditC

67、ommitteeRiskManagementCommitteeHumanResources andRemunerationCommitteeCorporate Governance and NominationCommittee22The Committee is entrusted with the following principalresponsibilities:?To examine and review the integrity of the financialstatements of the Bank and the NBG Group as well as otherim

68、portant disclosures.?To make recommendations to the Board regarding theappointment,remuneration and terms of engagement,following appointment by the AGM,of the external auditor.?To monitor and review the external auditors independence,objectivity and efficiency.?To monitor the external auditors inde

69、pendence and objectivityregarding the provision of non-auditing services,as well as theappropriateness of his remuneration.?To review the effectiveness of the Groups internal control andcompliance systems and notify the Board accordingly.?To review and control the independence,adequacy andeffectiven

70、ess of the Group Internal Audit-Inspection Division.Human Resources and Remuneration Committee(HRR)The purpose of the HRR is to attract,motivate,retain and developexecutives and employees of the highest professional and moralcalibre for the Bank,to develop a culture of fairly evaluatingeffort and re

71、warding performance and to maintain a coherentsystem of values and incentives for human resource development.?The Committee is chaired by Mr.N.Efthymiou and includes asmembers Messrs D.Daskalopoulos and D.Fountoukakos-Kyriakakos.?The members and the chairman of the Committee areappointed by the Boar

72、d on the recommendation of theCorporate Governance and Nomination Committee.?Their term of office is annual and may be renewed anindefinite number of times.?The HRR convenes at least three times a year and has aCharter.The Committee is entrusted with the following principalresponsibilities:?To revie

73、w policies on human resource issues.?To develop guidelines for the evaluation of top executives.?To submit to the Board proposals regarding the performancecompensation and service contracts of the CEO and theDeputy CEO.23Corporate Governance and Nomination CommitteeThe purpose of the Committee is to

74、 ensure that the Boardscomposition,structure,policies and processes meet all relevantlegal and regulatory requirements,as well as that the Bankscorporate governance structure complies with global bestpractices.?The Committee is chaired by Mr.S.Vavalidis and includes asmembers Messrs I.Giannidis and

75、P.Sakellaris.?It is composed of at least three Directors appointed by theBoard.?All members of the Committee are non-executive Directorswhile the majority are independent Directors.?Their term of office is annual and may be renewed anindefinite number of times.?The Committee convenes at least four t

76、imes a year and hasits own Charter.The Committee is entrusted with the following principalresponsibilities:?To propose methods for the remuneration of NBG Boardmembers.?To develop for the Boards approval NBGs CorporateGovernance Guidelines.?To review the Boards and the Managements authorities.More i

77、nformation on the Board committees can be found atwww.nbg.gr(The Bank/Corporate Governance/Board ofDirectors/Board Committees).Risk ManagementRisk Management CommitteeThe purpose of this Board Committee is to review effectively alltypes of risk,and to ensure that they are adequately containedand add

78、ressed in an appropriate manner.The Corporate Governance andNomination Committee hasdeveloped an Action Plan for2007-2008 regarding furtherenhancement of the GroupsCorporate Governance environ-ment.In this context,a Corporate SocialResponsibility Policy(the CSRPolicy)was adopted defining thefundamen

79、tal values and objec-tives underlying NBGs activities.The CSR Policy can be viewed onthe Banks website,underCorporate Governance.24?The Committee is chaired by Mr.T.Arapoglou and includes asmembers Messrs I.Pehlivanidis and S.Vavalidis.?The Committee convenes at least four times a year,on aquarterly

80、 basis,and extraordinarily whenever the Chairmandeems fit.?The members of the Committee are appointed by the Boardon the recommendation of the Corporate Governance andNomination Committee to the Board Chairman.?The Committee has a minimum membership of three members,of whom at least one is an execut

81、ive member and at leastone a non-executive member.The Committee is entrusted with the following principalresponsibilities:?To develop for the Boards approval the Banks risk assumptionand capital management strategy on an annual basis.?To control the independence,adequacy and effectiveness ofthe Bank

82、s Risk Management Division.?To provide for the implementation of stress tests for marketrisks on an annual basis.?To develop proposals as regards any matter within its purviewto the Board of Directors.Risk classificationThe Bank addresses risks related to its activities on the basis of itspolicy for

83、 Classification of Operational Risk Events,which identifiesareas that may represent risk for NBG,including operational risk,i.e.the risk of damages arising either from insufficient or erroneousinternal procedures,systems or human factors,or from externalcauses.Within the context of such assessment,t

84、he following factors arealso included:?legal risk,?health and safety conditions in the workplace,?losses caused by natural disasters(earthquakes,fire,flood),?damages or human loss due to violent external causes(such asvandalism,riots,terrorism).Internal AuditIn 2007,the Groups Internal Audit-Inspect

85、ion Division evolved alsoformally into a central coordinating body supervising all InternalAudit Units of the Group(IAU).Likewise,an Annual Audit Plan wasdeveloped for 2008,which for the first time covers the wholeSarbanes-Oxley ActFollowing its listing on the NYSE,the Bank must comply with USsecuri

86、ties legislation and the deci-sions of the Securities ExchangeCommission,and consequentlywith the provisions of theSarbanes-Oxley(SOX)Act.TheSOX 404 project was successful-ly completed in June 2007,andaccording to the certificateissued by the External Auditors nosubstantial weaknesses wereidentified

87、.25Group and all the areas of high risk.Accordingly,training meetingswere conducted,in order to familiarize all IAU personnel with thenew methodology.The above actions were in accordance with the Bank of GreeceGovernors Act 2577/09.03.2006 on the Operation principles andassessment criteria for the o

88、rganization and internal controlsystems of credit and financial institutions and their managingofficers respective functions.Code of Ethics for Financial ProfessionalsThe Bank established a Code of Ethics for Financial Professionals,with a focus on responsible operation of its respective proceduresa

89、nd policies.This Code concerns primarily:?Executive Members of the Board of Directors,?the CEO,the Deputy CEO,the General Managers and theFinancial Managers of the Bank,?persons entrusted with the preparation of financial statementsand the accounting presentation of financials,?persons working in in

90、vestor relations.The Code of Ethics for Financial Professionals:?includes provisions related to compliance with the legal andregulatory framework to which the NBG Group is subject,?prevents conflict of duties,?ensures that the information included in official reports andannouncements to supervisory

91、authorities and announcementsis true,complete,intelligible,timely and presented inaccordance with legislation and regulatory provisions.Code of Ethics&ConductThe Code of Ethics&Conduct is based on the fundamentalvalues that the Bank upholds in its business activities and which,accordingly,concern st

92、aff throughout the Bank and its Group.Forthis reason,the staff has received such information through theIntranet,as well as through an information booklet.The Code of Ethics&Conduct sets out guidelines approved bythe Board of Directors,in accordance with the principles ofcorporate governance.The Cod

93、e covers the following issues:26A.Values and Principles?Legality?Customer priority?Staff quality?Social contribution?Respect for the environmentB.The Conduct of Group Employees?Proper conduct towards customers?Protecting the interests of the Bank and the Group?Upholding the good name of the Bank and

94、 the Group?Protecting the property and assets of the Bank and the Group?Confidentiality?Team spirit?Respect for colleaguesC.The Bank and its ShareholdersThe Code of Ethics&Conduct can be viewed at www.nbg.gr(see the section:The Bank/Corporate Governance/Regulationsand Principles).IT Systems Security

95、The security of IT systems,information and data is a crucial factorfor banking stability.Accordingly,NBG works in line with statutoryand regulatory requirements regarding issues of information anddata security,specifically those of:?the Bank of Greece?the Basel Committee on Banking Supervision?the H

96、ellenic Authority for Information and CommunicationSecurity and Privacy?the Hellenic Data Protection Authority?the Hellenic Capital Market Commission?the New York Stock Exchange?the US Securities and Exchange Commission?Visa Europe and MasterCard International Incorporated.27Accordingly,the Bank has

97、 developed an IT Systems Security Policy,which applies to all its systems,as well as other specific policies,such as:?Organizational Structure:aiming at allocating responsibilitiesand designating duties to the heads of corporate units.?Asset Classification:aiming at recording all sensitive data andm

98、aintaining appropriate records at each corporate unit.Anyinformation stored in computers is deemed to form part of theBanks IT assets and is classified on the basis of its securityrequirements.?Physical and Environmental Security:including measures forsecuring and protecting all electronic and other

99、 equipment ofthe Bank from third parties,as well as from power supply andcooling systems malfunction.?Communications and Operations Management:aiming atsystematically monitoring the capacity and processing powerof IT systems,so as to upgrade them appropriately.?Systems Development and Maintenance:ai

100、ming at protectingIT systems through appropriate encryption methods.In addition,any new system prior to its installation is subject to strictadequacy and security controls.?Business Continuity Management:aiming at protecting the Bankfrom unforeseen or disastrous events,so that each unit cancontinue

101、to operate unobstructed.In order to deal withproblems more efficiently,IT systems frequently undergo testing.?Access Control:this policy enables the Bank to restrictunauthorized access to its systems.Target for 2008To get the operational organization of NBGs Corporate SocialResponsibility programme

102、up and running.29NBG,the largest credit and financial institution in Greece,recognizes the extent of its responsibility to the market in which itconducts its business.NBG respects its customers and develops,ina transparent and responsible manner,products and services forthem,while it has put in plac

103、e assessment and selectionstandards for its suppliers and its products.Preventing criminal financial activityMoney launderingIn cooperation with other organizations,NBG takes every measureto fight money laundering.In the context of this commitment,theGroup has established an International Policy aga

104、inst MoneyLaundering,which has been communicated to the staff through abooklet.In addition,NBG employees are trained to recognizepossible instances of money laundering,to be vigilant,and toavoid transactions which they suspect to be connected withmoney laundering.Transaction securityNBG takes specia

105、l measures to protect the security of its systemsand procedures,in order to avoid potential tampering ofcustomer transactions.These measures include the following:?ATMs are checked daily for evidence of violation or otherattempts to tamper with them.These checks aim to preventPIN disclosure by fraud

106、,such as fitting a spy camera in thescreen lighting system and/or placing a membrane on top ofthe existing keypad(false keypad).?Cards are retained in the event that a wrong PIN number isentered three consecutive times.?An e-code device producing one-time code numbers issupplied to Internet Banking

107、customers,in order to secure andverify transactions,thereby minimizing the possibility ofinterception.Access from anywhere inGreeceWherever its customers may be,NBG endeavours to provide themwith its services.Accordingly,ithas developed an extensivebranch network(575 unitsthroughout Greece)as well a

108、salternative delivery channels:?a wide network of 1,401 ATMs?Internet banking?Phone banking 30In addition,the Cards Division runs:?a Disputed Transactions Department,for the investigation ofany dispute or complaint made by credit cardholders?an Authorization Management and Transactions Investigation

109、Department,for the prevention of illegal transactions throughcredit cards.Accordingly,in 2007:?illegal transactions totalling 57.6 million were prevented?3,966 cards were blocked due to cardholder dispute?43 statements to police and judicial authorities were made?35 arrests were carried out?44 appea

110、rances before court were made for cases offraudulent transactions?93 contracts with business customers of the Banks branchnetwork were terminated.Protection of personal dataThe publics private data and right to privacy are protected bythe Constitution.The Bank takes special measures to protect itscu

111、stomers personal data,pursuant to the requirements of theHellenic Data Protection Authority.These measures aim atprotecting customers against unauthorized processing and use oftheir private data.Prevention of illegal actionsBecause of the substantial funds they hold and handle,Banks arethe target of

112、 fraudulent activity by criminals.NBG,in order toprevent,deter and address such actions,takes special measuresat its branches,such as:?equipping safes with timers?keeping small amounts of cash?installing closed-circuit TV recording systems?installing security doors.31Products and servicesThe Banks p

113、rincipal goal is to meet its customers needs,whetherindividuals or businesses.Every customer is important to the Bankand accordingly NBG develops banking products that answer therequirements of various customer categories.On the organizational level,the Bank includes various Divisions soas to better

114、 service customer groups:?Retail Banking,which serves individuals and SMEs,offering awide range of products,such as consumer and mortgageloans,bancassurance products(such as pension loans),debitand credit cards,and investment and funding products.?Corporate and Investment Banking,aimed at medium and

115、large corporations,offering a full range of financing andinvestment products.In addition,the Bank develops on an ongoing basis new productsin order to meet specific customer groups:?Option to send remittances to the home countries ofeconomic immigrants through both its branch network and itsATMs on

116、a round-the-clock basis.?Financing products subsidized by the Greek State and the Bankfor businesses damaged by the summer wildfires of 2007.Promotion of green bankingNBG promotes products that contribute to environmentalprotection.Accordingly,it supports investment in environmentalprotection projec

117、ts,many of which comprise programmes fundedby the EUs Community Support Frameworks and Developmentlegislation.1.Renewable Energy Sources(RES)NBG is closely involved in the finance of investment programmesin the energy sector and especially RES.Accordingly,it worksalongside bodies involved in RES(rel

118、evant ministries,the RegulatoryAuthority for Energy,the Centre for Renewable Energy Sources,investors).In 2007,total new approved financing in this sectoramounted to 5385 million,up 24%on the previous year.32NBG offers active support to the developing RES market.Since1997 it has run a specialized te

119、am that receives,processes andapproves investment applications for financing wind,hydroelectricand photovoltaic projects,generating significant results over thelast years.2.Investment productsNBG promotes green investment products.Accordingly,in 2007 itlaunched the EPOS II bond,whose funds are targe

120、ted at keyareas of environment protection.More specifically:?The return on the green EPOS II bond is linked to the return onthe sustainability FTSE4Good Environmental Leaders Europe 40index.?If they so wish,investors can reduce the greenhouse effect bybuying carbon dioxide emission rights upon matur

121、ity of thebond.NBG approved financing for theconstruction of the biggest pro-duction plant for photovoltaicmodules in Greece,the annualcapacity of which is equivalentto 40MW of green energy.Conventional energy of the samecapacity would generate annualcarbon emissions of around50,000 tons.33?The gree

122、n bond was designed by the European InvestmentBank and meets the highest credit score,as it is ratedAaa/AAA/AAA by Moodys,S&P and Fitch.3.Financingdevelopment projects3.Financing development projectsFinancing of small and large-scale development projects both inGreece and abroad continued in 2007.Th

123、ese projects aim bothat upgrading infrastructures(chiefly roads,bridges,power facilities)and improving urban living conditions(parking spaces etc.),thussignificantly supporting efforts to protect and preserve theenvironment,mainly by saving energy and limiting emission ofpollutants.4.ShippingRecogni

124、zing the importance of quality shipping and the need toprevent marine pollution,the Bank continues to make it a priorityto finance investments related to modern ocean-going ships,inline with international treaties and regulations on environmentalprotection.Thus,the Bank granted credit amounting to U

125、SD379 million tosupport the building of new double-hull vessels meeting thestrictest European environmental standards that minimize marinepollution in case of accident.Credit policyThe Bank recognizes the potential impact of its customersactivities on the environment.Assessing their credit score,the

126、Bank traces the environmental risks inherent in their activities andtakes into account their potential impact on the socialenvironment.Since 2004,the credit rating of medium-sized and large enterprises(with over 52.5 million turnover)is performed as per Moodys RiskAdvisor model,which includes rating

127、 indices related to theenvironmental effects and risks of businesses activities.Theseindices are compiled in line with the ratings of the internationalEthical Investment Research Service(EIRIS).34Customer Relationship ManagementThe Banks objective is to handle its customer relationships in anopen an

128、d transparent manner.Accordingly,NBG endeavours tofully,accurately and promptly inform its customers of theexpected benefits and potential risks of its credit products.Respecting its customers views,the Bank endeavours to resolveany complaints they may have.Transparency in investment servicesThe Eur

129、opean Union has adopted Markets in Financial InstrumentsDirective(MiFID)2004/39 of the European Parliament and of theCouncil,regarding services offered by credit institutions(reception,transmission and execution of orders,advisory services,custodianservices,portfolio management).The chief objectives

130、 of thedirective include greater transparency,enhanced protection forinvestors,market integration,easier cross-border transactions andstronger competition.At the forefront of change in Greece,NBG is meeting the stan-dards required to offer its customers first-class services as well asto enhance its

131、efficiency,ensure transparency of transactions andprotect its customers interests in the framework of the principlesand regulations set by MiFID.More information can be found at www.nbg.gr,under Business orRetail/InvestorsCustomer SatisfactionA key objective of NBG is to satisfy its customers needs.

132、Accordingly,the Bank carries out customer satisfaction surveys ona regular basis.In 2007,the results of its survey demonstrated thatNBG has been evaluated positively,being by far the publicsfavourite bank in key areas,such as integrity,reliability,well-trained staff and size of branch network.The sa

133、me survey,however,indicated some areas in which theBank can still achieve further improvement,such as speed ofservice at its branches.The Bank has taken these matters intoserious consideration and has incorporated them into its plans forcorrective measures.Customer complaint managementTo honour its

134、commitment to customers and meet its regulatoryrequirements,NBG has established a service dealing with customercomplaints about any products and services offered.Thecomplaint management procedure is as follows:?As a first step,efforts are made to resolve any complaints onsite at the branch.?If not s

135、atisfied,customers can address their complaint to thehead of the unit concerned.An oral or written reply must begiven within 10 business days to individuals,or within 20business days to businesses.?If customers receive no reply within the time specified above,or are not satisfied with the reply,they

136、 can further addresstheir complaint to the Customer Service of the NetworkDivision to which the branch concerned reports.?Furthermore,if customers are not satisfied with the Banks reply,or receive no reply within the specified time,they can use theform available at all branches of the Bank to file t

137、heircomplaint in writing to the Banking Ombudsman.Customer complaints filed to NBG within 2007 amounted to amere 0.0028%of the Banks total transactions,a percentagelower than in 2006,when it amounted to 0.0033%oftransactions.MarketingThe Bank promotes its products and services in line with faircompe

138、tition regulations,using responsible marketing practices,avoiding unscrupulous advertising and fully complying with theprovisions of Greek and European legislation.Provision of responsible informationThe Bank provides voluntary information to its customers beyondits regulatory obligations,publishing

139、 special leaflets such as theVoluntary Information Code on mortgage loans.Indeed,at all itsbranches,in addition to mandatory and product advertisingmaterial,the Bank provides various information leaflets for thepublic.35Advertising code In the context of voluntary harmonization,the Bank has adoptedt

140、he 12 principles of the Hellenic Bank Associations Code of Ethicson the promotion and advertising of products and servicesoffered by financial institutions.36HBAs VOLUNTARY ADVERTISING CODE 12 principles for responsible advertising by banksEvery advertisement:1.Should be clear and unequivocal2.Shoul

141、d be intelligible to the average consumer and enable comparison3.Should be appropriate for the specific category of customers4.Should contain intelligible terminology 5.If it makes reference to high returns,it should also state clearly the risks involved6.Should disclose any preferential terms and t

142、heir period of validity7.Should clearly refer to a specific product or to any condition for provision of another product8.Should disclose all terms regarding provision of additional benefits and not depend on other conditional factors(e.g.a prize draw)9.If promoted by phone,calls should be made at r

143、easonable times and consumers consent always be requested10.Whatever the mode of communication,the information provided to consumers should be correct and full 11.Should recommend to consumers to seek more information about the product12.If it contains numeric data,it should include all the numeric

144、data required throughout the useful life of the product.Moreover,in compliance with current legislation,the Bankremoved all advertisement pillars from its branches in 2007.SuppliesNBG implements supply procedures that ensure transparency andimpartiality.Selection and assessment of supplies is based

145、on objectivecriteria,such as specialization,market share,cost-to-quality ratio,reliability,prior working relationship,and the certification(orrequired license)of suppliers.Environmental criteria for supplies The Bank protects the environment indirectly,by purchasingecological or environment-friendly

146、 products and materials,as wellas by requiring environmental specifications for its supplies.Indoing so,the Bank supports indirectly its associates and supplierscompliance with green legislation.It is standard practice for the Bank to attach environmentalcriteria to its computer equipment supplies.T

147、hus,as a prerequisiteto all invitations for tenders organized by the Bank in 2007,suppliers had to participate in an Individual or Group AlternativeElectrical and Electronic Waste Management System that ensuredlegal and effective management of obsolete equipment.In the context of the bank-wide IT ha

148、rdware replacementproject,15,320 workstations(PCs),16,320 monitors,800 servers,3,480 printers,100 scanners and 800 UPS units were acquired bythe Bank in 2007,in line with the said specifications.Targets?Include Corporate Social Action issues in the customersatisfaction surveys by 2009?Inform NBG cus

149、tomers and increase their awareness onenvironmental protection 37Recycled paperSince July 2007 the Bank hasincreasingly replaced its sup-plies of A4 and A3 white paperwith recycled unbleachedpaper.Between 1 August and31 December 2007 the Bankbought more than 280 tons ofrecycled paper.Human resources

150、 constitute the most dynamic element for NBGsgrowth,and this is why the Bank systematically invests in finding,selecting,evaluating,retaining and developing its humanresources,while in line with its Business Plan the Bank aspires to bethe preferred employer in the region.These actions fall within th

151、eBanks broader Corporate Social Action Plan,entitled“Responsibility”.The Banks aims at ensuring that all its human resources functiondaily in conformity with the values and principles of the Code ofEthics,so that all their actions are in line with the relevantprinciples of corporate conduct:?Legalit

152、y?The customer comes first?Quality of staff?Contribution to the community at large?Respect for the environmentOrganizationAs the Group grows and integration needs become imperative,the Bank seeks to apply key human resource managementsystems and policies at Group level.Since 2006,relevant strategicp

153、lanning has been completed so as to foster more rationalorganization of human resource management units anddepartments that reflect the Groups culture and values.While restructuring the General Division of Human Resources andGroup International Communications in 2007,the post of HRRelationship Manag

154、er(RM)was introduced in all NBG divisions andaffiliates,both in Greece and abroad,for the purpose ofproviding faster and better services to internal customers.Themain task of RMs is to provide advisory services to the heads ofmanagement,network and Group affiliate units and support toemployees.At th

155、e same time,RMs serve as custodians of theBanks principles and policies,ensuring that they are implementedacross the entire range of the Groups business.In this context,in cooperation with the Human Resources andHuman Resources Development divisions,RMs made a significantcontribution to the manageme

156、nt and prompt planning of humanresource requirements and the filling of vacancies.39Job positionsA key pillar of the Banks operations is the awareness that allemployees must be treated with respect and a sound andconstructive staff relationship must be maintained.Accordingly,the Bank manages to keep

157、 the best possible employer/employeerelationships at all levels.NBG employs 13,434 staff in Greece,asset out in the charts below,with a breakdown of trends over thepast three years,and geographical and age distribution.40Equal opportunitiesFor many years now,the Banks policy has been to avoid anyact

158、ivities or investment initiatives that entail the risk of giving riseto breach of human rights,child labour,forced labour,and othersimilar issues.At the same time,the protection of diversity and the provision ofequal development opportunities within the Bank ensure a soundworking environment,and the

159、se principles are enshrined in theCode of Ethics.Notably,in 2007 a woman was appointed for thefirst time to the post of General Manager,reflecting the Bankscommitment to equal opportunity policy.41NBG workforce by regionGeographical region200720062005Attica7,1667,0077,131Rest of Greece6,2306,2496,56

160、6Abroad382516Our commitment to equal opportunity can be seen in thedistribution according to gender of jobs at the Bank:44.5%ofemployees are women,almost half the staff,and no distinctionbetween men and women is made in the payroll.Another indication of the Banks commitment to equal opportunityis th

161、e increasing number of lower and middle management postsoccupied by women over the past three years.At the same time,the Bank supports vulnerable portions of thepopulation by hiring individuals with special needs(IWSN).Currently,368 persons with special needs work for the Bank.Staff selectionThe Ban

162、ks staff selection process is only intended to fill specializedjob positions at all levels via internal announcements toemployees and selection of the best qualified candidates.In thiscase,selection is conducted through a series of interviewsstructured in a manner ensuring objectivity.This process i

163、s notapplied to the filling of bottom grade vacancies with new staff,which is carried out via public competitions.Interviews are a key tool of the selection process,applicable toBank employees and to candidates for the overseas network.They are either initial or further interviews,the latter beingco

164、nducted to confirm the particulars of initial interviews,and areused to meet high-qualified staff requirements(e.g.for newauditors,dealers,etc).42General Managers 200720062005Women1-Men131313Total141313Women200720062005Executive positions156146139Other 5,8225,6655,854200720062005Employees with speci

165、al needs368370376The Bank places emphasis on taking advantage of the specialqualifications of each employee so as to address the Banks staffneeds.Thus,regular meetings are held in order to discuss thequalifications,professional skills and characteristics of employees,while at the same time NBG provi

166、des for their professionaladvancement.Accordingly,in 2007:?450 interviews were conducted for the evaluation ofcandidates eligibility,80%of which were attended by internalcandidates,?1,230 head hunts were conducted on the basis of specificqualifications,and?3,200 IQ tests and personality profiles wer

167、e carried out.Job positions in Greece and abroad are announced to allemployees and the individuals deemed eligible for the said postsare selected through transparent and meritocratic processes,usually implying promotion as well.This process was also appliedin 2007.TrainingThe Bank considers professi

168、onal skills,expertise and continuing stafftraining as a key factor for growth,sustaining its competitiveadvantage.Training categories in 2007 were as follows:431,002 events were organized in 2007(15%more than in 2006),with 15,050 participations in seminars within the Bank and 1,130participations in

169、seminars and conferences out of the Bank,totalling 229,561 training man-hours.Evaluation of training schemesThe evaluation of the effectiveness of professional trainingschemes is a key factor for determining their quality and ensuringtheir continuous improvement.Accordingly,evaluation isconducted by

170、 the Banks Human Resources Development Divisionon a systematic and regular basis and the results are fed back toall training system parameters.Training centresIn addition to the Training Centre in Athens,there are currently inoperation training centres in Thessaloniki and Patras,makingaccessibility

171、to training programmes easier for employees aroundGreece.Distance learningIn-house development and implementation of distance learningprogrammes is a strategic policy for the Bank,in the context ofits ongoing efforts to provide advanced and effective servicesand reduce the environmental impact of co

172、mmuting.For thispurpose,the Bank designed and structured the material for fivetraining programmes in the form of e-books.Accordingly,traineescan easily find the required browsing instructions and attenddistance-learning courses.44Training indicators200720062005Number of courses run1,002855670Staff p

173、articipation in NBG training programs15,0509,6759,773Staff participation in external seminars and conferences1,1301,211983Training man-hours(participations multiplied by hours)229,561225,635201,249Training expenditure(5 millions)6.15.85.8Evaluation programmeIn 2007,the NBG Human Resources Division r

174、epeated the 360%feedback process at General Manager level,and prepared for theexpansion of its application to the senior management level,which should be carried out in 2008.New employee integration schemesTo facilitate adaptation and integration of new employees in theBank and the Group,NBG ran spe

175、cial schemes.Starting together is a programme designed for new employeesand lasts for the first two years of employment at the Bank.Itsmain aim is to facilitate and accelerate new recruits integrationin the Bank through two-way communication and by providingsupport,guidance,information,training and

176、development.In 2007,1,050 new employees participated in the programme.LibraryNBG runs a library with approximately 1,100 titles classified in 19subject areas:Management,Marketing,Economics&Accounting,Risk Management,General Affairs,Public Relations&Advertising&Communications,International Relations&

177、Politics,HumanResources Management,Business Administration&Management,Encyclopedias&Dictionaries,Training,EU Affairs,Quality Control,History&Culture,Foreign Language Bibliography,IT,Banking Affairs,Banking Processes,Philosophy&Sciences&Sociology&LegalAffairs.The Library is open to the Banks staff,as

178、 well as to university andtraining college students.Collective agreements-Union organizationsThe Bank respects the right of employees to participate in unionorganizations and welcomes the comments of staff representativesin decision-making,in line with statutory procedures,including,forinstance,the

179、participation of two staff representatives in the BanksBoard of Directors.The majority of the Banks staff is covered by collective labouragreements(over 95%)and almost all are members of a staffunion organization.45The Mentor-Telemachos schemeaddresses the needs of newrecruits to NBG.Experienced off

180、i-cers who are assigned with therole of Mentor consult,supportand develop new staff who,intheir turn,in the role ofTelemachos,seek professionaldevelopment and aspire to con-tribute effectively to the Banksgoals and aspirations.In 2007,49new staff,plus 11 staff in the roleof Mentor,participated in th

181、escheme.Additional BenefitsFinancial support for employees childrenThe Bank supports its employees children until they reachadulthood.In line with a specific mathematical formula,anaggregate amount is saved throughout the years of childhoodand the children are entitled to receive this amount later i

182、n lifefor their studies,family or professional life.The Bankscontribution is equal to 65%of the total each year,which in2007 amounted to 59.09 million.Special loan pricing policyThe Bank seeks to meet the credit needs of its staff,providingpersonal loans equivalent to five salaries on favourable ter

183、msand interest rates.Moreover,the Bank also grants mortgageloans to staff on favourable terms and interest rates.Lastly,theBank extends these same benefits to its pensioners.Insurance coverThe Bank provides life insurance cover to the family of membersof staff(via a group insurance policy)in the eve

184、nt of death ofthe employee.Also,the Bank undertakes to employ one child(when adult)of the family,while first-degree relatives areexempted from repaying any housing loan that had beengranted while the employee was alive.Support for victims of the summer wildfiresNBGs support for staff members who wer

185、e victims of thesummer wildfires last year was immediate,as it sent extra staffto branches in the regions affected,set up a Help Desk,wroteoff debts of fire victims to the Bank,and offered specialfinancial support to those whose homes were damaged.Support for the employees familiesThe Bank continues

186、 to subsidise nurseries and employment ofhome-helpers,pre-school care and summer camps,provides forseriously ill employees,grants benefits for Easter and Christmasholidays,maintains a staff club restaurant,subsidises cultural andsports events and career orientation.For example,the Bank:?Provides fin

187、ancial support to the children of employees andpensioners who study in universities or technical colleges ofthe country and to students who excel in their studies.46?Provides the option of flexi-time for certain categories ofemployees.?Provides financial support for the care of children ofemployees

188、during working hours.?Facilitates further education of employees,by giving themthe option to take time off their employment for specificperiods.?Grants parental leave.?Provides childcare allowance to employees.47Flexi-time200720062005Employees 535528512Childcare benefits200720062005(Nursery centers)

189、Amount per year(in 5)2,758,1282,382,7682,155,474Absence for training/further education200720062005Employees 1,9351,7421,503Paid parental leave 200720062005Man-days23,49522,49624,228Childcare 200720062005Amount per year(in 5)9,666,1369,366,8879,086,532Internal communicationRegular internal communicat

190、ion,which was launched at the endof 2005,was substantially developed in 2006 and aims to keepstaff informed about developments in the Bank and the Groupand to gather staff opinions and concerns.It also seeks toenhance corporate culture and the implementation of strategy,the work climate and overall

191、Group performance.Apart from individual and group discussions and visits by managersand senior officers to various workplaces and generalencouragement to use two-way communication,the contributionof the Groups magazine and website has been significant.Leading AheadLeading Ahead was published for the

192、 first time in 2006 andcirculates every 3 months.The four quarterly issues weredistributed to all employees of the Bank and the Group in Greeceand translated in English for the Groups international staff.LeadingAhead can also be viewed in English and Greek on the Banksweb page(www.nbg.gr)as well as

193、on the Intranet InternalCommunication site,which is accessible to all staff.IntranetThe Bank has launched an internal channel for information andcommunication for the whole staff.Accordingly,staff are keptup-to-date on developments in the organization.In addition,userscan communicate with the web pa

194、ge via email,and sendsuggestions,comments and inquiries regarding various aspects ofthe Banks operations,which are then forwarded to theappropriate units for consideration or reply.In 2007,over 100announcements were circulated to staff and the web pagereceived 265,400 visitors.Health and safetyThe B

195、ank seeks to ensure a safe and healthy working environmentthat does not present potential occupational hazards and ensurespleasant working conditions.To this end:48?NBGs Human Resources&Group Internal CommunicationsDivision is responsible for the health and safety in the Banksworkplace.?The Bank coo

196、perates with Workplace Doctors and SafetyTechnicians visiting throughout 2007 all NBG units for thepurpose of assessing occupational hazards,offering consultationand formulating recommendations regarding health and safetyin the workplace and the prevention of accidents andwork-related illnesses.Thus

197、,health and safety in the workplace is promoted in the bestpossible way.Planning for emergenciesIn 2006,NBG prepared Regulations for the organization of theBanks independent institutions where changes had occurred,andcoordinated actions for compliance with contingency planningand fire protection thr

198、oughout the Banks units(signs,civil defenceteams,fire detection systems,training of fire prevention officersand information to staff).Targets for 2008?Training on Corporate Social Responsibility?Support for voluntary actions by employees?Monitoring of work-related accidents(separately from illnesses

199、)49Year Total Workplace SafetyFire safety buildingsdoctorstechnicianstechnicians20075661,3781,59873320065781,4251,615792Respect for the environment constitutes one of NBGs core values,as set out in the Banks Corporate Social Responsibility Policy andits Code of Ethics and Conduct,and is put into act

200、ion throughthe implementation of its Environmental Management System,whose actions fall within the context of its ResponsibilityCorporate Social Action.Moreover,the Bank continues to participate in the FTSE4GoodEurope and FTSE4Good Global sustainability indices and is ratedfor its environmental perf

201、ormance.Environmental Management SystemsThe Banks commitment to environmental protection is stated in itsEnvironmental Policy Declaration.NBG has pursued this policy bydeveloping and implementing its Environmental ManagementSystem since 2004,in compliance with international standard ISO14001.Accordi

202、ngly,the Bank complies with the relevant environ-mental legislation,reviews its environmental performance on aregular basis and designs its actions so as to reduce the directand indirect impact of its activities on the environment.To minimize its environmental imprint,NBG implements environ-mental m

203、anagement programmes,whose actions focus on thefollowing areas:?Conservation of natural resources.?Rationalisation of work-related travel and commuting.?Effective management of paper and reduction of solid waste.?Adoption of environmental standards in procurements.?Caring for the environment in our

204、financial operations.Accordingly,the Bank communicates regularly with its staff andinforms it on environmental programmes,while it also promotes itsparticipation in actions for the protection of the environment bytraining all newly recruited employees.At the same time,the Banks commitment to environ

205、ment-friendlyoperations is also outlined in the Code of Ethics and Conductwhich has been distributed to all employees.Furthermore,during 2007 an extensive project for the gathering ofadministrative services in one building was initiated.51Extract from NBGs EnvironmentalPolicy Declaration:NBG believe

206、s that responsibilitytowards the environment and theimplementation of an EnvironmentalPolicy are a cornerstone of propercorporate conduct and the contri-bution of businesses to sustainabledevelopment.Our Bank,which overthe years has played a key role inGreek economic and social devel-opment,apprecia

207、tes the greatimportance of the environment andits protection for society as a wholeand for sustainable development.Saving natural resources-energyImproving energy performance constitutes one of the Banksfundamental targets for the limitation of greenhouse gas emissionsand the control of its relevant

208、 operating costs.To this end,in 2007 the following measures were taken:?Use of modern energy-saving technologies in two newly-constructed central administration premises of a total surfacearea of 45,000 square metres,one of which now housesservices that previously were located in older,higher energy

209、-consuming buildings.Such technologies include a BuildingManagement System(BMS),air alternators in central air-conditioning units,use of inverters in motors,heat insulation ofbuildings structural components,installation of Venetian blinds,and reflective glass panes.?Replacement of oil-burning heatin

210、g systems with natural gas inthree central administration buildings located in the centre ofAthens,while the same operation is in process in the Bankshead office.?Installation of systems that reduce electric power loss inadministration buildings.?Use of lower energy-consumption equipment in 67 branc

211、hes,whose spaces were redesigned or renovated.This equipmentincludes lighting fixtures and VRF air-conditioning systems.?Use of new glass panes in branch facades,with improvedheat-insulation characteristics(of approximately 5%).Energy conservation helps mitigate the problem of climatechange,as pollu

212、tants emitted into the atmosphere due to theactivities of the Banks units is reduced.Water managementWater is a vital natural resource.In the context of itsEnvironmental Management System,NBG has carried out a surveyof the environmental impact deriving from its activities.This surveyindicates that t

213、he Banks activities do not have a significantadverse impact on water consumption.52Ozone layerOne of the most serious environ-mental problems worldwide is thedepletion of the ozone layer,which protects life on earth byabsorbing harmful ultraviolet radi-ation emitted from the sun.NBG plays its part i

214、n trying tofight the phenomenon of ozonedepletion by using air-condition-ing systems that contain environ-mentally friendly liquid refriger-ants,such as Freon R407&R410.Note that in the previous year theBank had discontinued all use ofHalon in fire fighting systems onits premises.Rationalizing staff

215、 travel In striving to rationalize its staff work-related travel and commutingduring 2007,the Bank increased the number of its training seminarsheld in regional centres:?Increasing from 17 to 23 the number of locations wheretraining seminars are held.Accordingly,although it organizedmore seminars wi

216、th a significantly larger number of participantscompared with 2006,it reduced staff travel for training pur-poses.?Developing distance-learning programmes.The implementation of the said measures and the promotion ofInternet Banking and Phone Banking reduced staff and customertravel,thereby reducing

217、emissions of greenhouse gases.Management of paper and solid wasteThe problem of the proper management of solid waste is acute inGreece,as a large part of it ends up in refuse landfills.NBG supportsthe strategic target set by the European Union for the limitation,use and recycling of solid waste.Redu

218、ction in use of paper,and recyclingDue to the nature of its business,the Bank uses large quantities ofpaper.Various measures have been taken to reduce paperconsumption,including:?Use of electronic systems that are gradually replacing the needfor manual production of documentation.?E-Book teaching ma

219、terials,with digitalized textbooks fordistance-learning programmes,achieving a reduction ofapproximately 36,500 A4 pages(a 265%improvement on2006).Moreover,replacement of e-Book teaching materialswith digitalized textbooks for distance-learning programmes,saving approximately 64,000 A4 pages(a 7%imp

220、rovement on2006).?Extensive use of e-mail and other forms of internalcommunication,instead of use of hardcopy.?Digitalisation of 30 forms,which are now printed only onrequest basis.53In striving to reduce the need forcustomer travel,NBG set up aContact Centre offering phone-banking services.It also

221、launched 10 new applica-tions in Internet Banking enablingcustomers to carry out furthertransactions through the Internet,without having to visit their bankbranch.In 2007,the Bank registered73,872 new users to its electronicservices,the total now being256,733(up 40.4%on 2006),whiletotal e-banking tr

222、ansactionsamounted to 14.4.million in 2007compared with 10.4 million in2006(up 38.4%).?Gradual implementation of SAP R/3 in the Banks branches.?Input onto the computer systems of all the material setting outthe procedures observed by the Group,together with therequired documentation,within the conte

223、xt of the Bankscompliance with the Sarbanes-Oxley Act.In addition:?In managing the large volume of records it creates,the Bankhas entered into an agreement with an outside firm that isresponsible for collecting paper and dealing with it in anenvironmentally friendly way.?At some of its branches,the

224、Bank is running a pilot system forcollecting waste paper in special bins,which are destined forrecycling.Accordingly,in 2007 the volume of paper recycled increased by24%compared with the previous year.54NBG is developing its own emailsystem,which is now operatingon a pilot basis in 2 Units,andshould

225、 save at least 11 million A4pages annually when implement-ed throughout the Banks network.The system also includes electron-ic filing of documents,which arenot necessarily moving throughthe mail system,but whose con-tent needs to be available tomore than one bank unit(such asin the case of contracts

226、).Theimplementation of this systemminimizes the exchange of docu-ments in printed form,resulting inthe reduction of pollutants andemissions that contribute to thegreenhouse effect.Nevertheless,as the ratio of recycled paper to used paper hasdeclined in recent years,we intend to step up our efforts i

227、nthis area.Management of equipmentManagement of equipmentIn 2007,the Bank was scheduled to take delivery of newcomputing equipment and to gradually withdraw its oldequipment.Provision was made for withdrawn equipment to bereused elsewhere or for it to be disposed of in an environmen-tally friendly w

228、ay.Accordingly,in 2007 the replacement ofequipment across the Banks branch network was accomplished,and 8,790 PC workstations,7,033 screens,1,419 printers,and1,016 accessories(e.g.UPS)were withdrawn to be recycled.Some of the equipment still operating will be donated to staffand to organizations and

229、 institutions(e.g.schools)within 2008.Printer and photocopier perishables(toners)are collected,on apilot basis,at specific units and are sent either for reuse orrecycling.It is notable that the number of toners recycledduring the past 2 years increased compared with 2005,55Adoption of environmental

230、standards in procurementsThis programme aims at evaluating the Banks suppliers and prod-ucts supplied,in terms of environmental criteria.Further information can be found in the Responsibility to themarket section.56thanks to the expansion of the pilot programme for collectionof perishables to 7 inst

231、ead of 5 Bank units,where,it should bestressed,100%of used toners are recycled.Credit PolicyWith regard to credit policy,the Bank:?Analyses and assesses the environmental risks that may derivefrom financing operations.?Supports financing for projects related to the protection of theenvironment.More

232、information can be found in the Responsibility to the Marketsection.Targets?Continuing improvement of the Environmental ManagementSystem.?Launch of actions for the reduction of paper used in the Banksoperations.?Enhancing communication and encouraging staff to participatein actions that help reduce

233、the environmental impact of theBanks operations.?Expansion of use of e-mail across the whole Bank.?Completion of the project to withdraw and replace(by alicensed agent)all computer equipment in the Banks units andits Central Services.57NBG is committed to contributing to the community at large.Indoi

234、ng so,it supports a variety of cultural,social and environmentalactions.With a view to ensuring a better future for everyone,ourBank has taken on a key role in several fields of Greek societythrough its sponsorship activities.In 2007,NBG implemented a sponsorship programme totalling565.3 million to

235、support a wide range of actions,both directly asa bank,and via its Cultural Foundation(MIET)and HistoricalArchive.Specifically,NBG contributed 525 million as part of a 550million relief package for the areas destroyed by the wildfires lastsummer in the Peloponnese and Evia,on the basis of a recovery

236、plan to be implemented within 2008.In 2007,NBG provided a total of 540.3 million,including the fundsallocated for the support of the areas destroyed by the wildfires.Total sponsorships represent 3.9%of the Banks profits(out of atotal of 51.03 billion profits),as follows:Sponsorship activityWithin th

237、e framework of its Responsibility Corporate Social Actionprogramme,NBG supports a wide range of social actions placing59emphasis on the community,environment and culture.The fundsallocated for the areas destroyed by the wildfires in thePeloponnese and Evia constitute an extraordinary contribution an

238、dare granted in addition to the Banks scheduled annual sponsorshipactivity.60Sponsorship data 200720062005Sponsorship Programme(5 millions)15.289.986.53Sponsorship as%of NBG profits(before tax)1.481.191.05*These figures concern total sponsorships without including support provided to areas destroyed

239、 by the fires.The community-sports-scienceNBG sponsored a variety of programmes that focused on:?The community,with support for special social groups,individuals with special needs,as well as the Greek healthsystem in general?Sports?Science,with support for training and researchAccordingly,39%of NBG

240、s total sponsorships(15%,if sponsorshipsfor the areas destroyed by the fires are included)wereearmarked for these areas of activity,the most important ofwhich are outlined below:?Special sponsorship for the construction of a creche on landowned by the Diocese of Monemvasia and Sparta to assistfamili

241、es with more than three children and resident in the 200workers houses in the area of Sparta.?Sponsorship for a 2-year maintenance and supply programmefor the Athens Municipality Agios Andreas summer camp andsupport for the 2-year programme for the expansion of thesummer camps of the Diocese of Alex

242、androupoli.?Support for the countrys health system through sponsorships tohospitals for the purchase of specialised medical equipment(Evangelismos Regional General Hospital,the G.PapanikolaouRegional General Hospital of Thessaloniki,Sismanoglio Hospitalof Komotini,Elpis Athens General Hospital,Kilki

243、s GeneralHospital,etc.).?Support for individual athletes as well as teams and sportsevents with a view to developing and promoting sportingideals and values.The main sports sponsorships were for the Hellenic VolleyballFederation and individual athletes to assist their preparationand participation in

244、 international championships and the 2008Beijing Olympics.Another important sponsorship included NBGsBusiness Sponsor Programme for the preparations for theMediterranean Games to be held in Volos and Larissa in 2013.?Three-year sponsorship(2007-2009)for the Foundation forMediterranean Studies,and a

245、four-year sponsorship(2007-2010)for the London School of Economics to set up a ResearchInnovation Fund on SE Europe.Through a variety ofsponsorships NBG makes a significant contribution to thedevelopment of scientific research not only in Greek but alsoin foreign universities,supporting research pro

246、grammes,conferences and projects.61Accordingly,the Bank implemented a number of actions focusingon individuals,by granting scholarships,providing financial supportto families with more than three children,supporting the AthensMunicipality shelter-for-the-homeless programme,supportingspecial social g

247、roups(handicapped individuals,children withmental disorders,the elderly).Also substantial was NBGscontribution to special nationwide actions taken for the raising offunds for community purposes(tele-marathon,charities,etc.).EnvironmentEight per cent of the Banks sponsorship funding was earmarkedfor

248、environmental projects in 2007(3%,if sponsorships for theareas destroyed by the fires are included),including the following:A.ParnithaParnitha National Park was severely damaged in the catastrophicfires of the summer of 2007.NBG offered 51 million to support the complex task of restoringthe flora of

249、 the region,in cooperation with the agency assignedwith managing all the available resources and assistance.B.Support for non-governmental organizationsNBG supports the work of non-governmental bodies that areinvolved in environmental protection.In this context,NBG:?Completed its 2-year sponsorship

250、for the Management Agencyof Zakynthos National Marine Park to support the continuationof the Pilot Program for the Protection and Conservation ofDaphne beach on the island of Zakynthos,which is one of themost popular breeding grounds for the Caretta-Caretta seaturtle in the Mediterranean.?Was the Gr

251、and Sponsor of Climax Planete Climat at theGaia Centre-Goulandri Natural History Museum.a multimediainteractive exhibition seeking to enhance awareness about theconsequences of climate change on the planet.?Actively participated in the support of environmental societiesand associations such as HELME

252、PA,for the protection of themarine environment62CultureNBG has long supported activities that highlight the Greeknational heritage and promote culture through a variety ofactions,as well as through the diverse work carried out by theNBG Cultural Foundation(MIET)and the NBG Historical Archives.In 200

253、7,NBG provided 45%of its total annual sponsorship funding(17%,if funding for the areas destroyed by fire are included)forculture,including the following:?Support for activities and events related to the performing arts,including musical and art events such as the Greek NationalOpera(Bizets Carmen at

254、 the Herod Atticus Theatre),theFoundation of the Hellenic World,the Athens Concert Hall(Alexander von Zemlinskys The Dwarf)and the ThessalonikiConcert Hall(Bejart-choreographed ballet performances).?Sponsoring the safekeeping and promotion of Greek historyand culture,including the sponsorship to the

255、 Municipality ofLefkada for the purchase and restoration of the house of poetAngelos Sikelianos,which will be converted into a museum,themaintenance and restoration of monuments(the restoration ofa column in the Temple of Zeus in Nemea),as well as thesupport of archaeological excavations(at Akrotiri

256、 on Santorini).?Sponsorship of various publications of cultural and historicalinterest,including sponsorship for the Monastery of Vatopedi(Mount Athos)publicationjointly with the National HellenicResearch Foundationof a volume on the Monasterys workand presence on educational issues(including suppor

257、t for thefoundation of the Theological School of Chalke,and of theGreat School of the Nation in Istanbul).?Purchase and donation to MIET of the MESOLONGHI ARCHIVEfor the period 1792-1904,containing 216 rare documentsrelated to the history of Mesolonghi around the time of theGreek Revolution in 1821.

258、?Undertaking the cost of completing construction of thebuildings that will host the Alexandrian Library of thePatriarchate of Alexandria and All Africa.Targets for 2008?Completion of current projects.?Further strengthening of the sponsorship programme.63Introduction-HistoryIn 1966,under the manageme

259、nt of Georgios Mavros,NBG,as partof its 125th anniversary celebrations,decided to create a culturalfoundation to support the Humanities,Fine Arts and Sciences inGreece and the Greek diaspora.MIET is now housed in a buildingat 13 Thoukydidou St,a fine example of Ottoman periodarchitecture,which has b

260、een fully restored by NBG.MIETs Goals-ActivitiesMIETs priority from its earliest days was mainly the implementationof a publishing programme that would include works of highacclaim in the international bibliography.This programme isprepared by a special committee and the works it includes are ofgene

261、ral educational appeal,aimed at students and the widerreading public.Within this context,MIET selects and publishesworks that cannot be undertaken by commercial printing houses,whether because of the high costs or other reasons.MIETspublications are outstanding for their first-class quality,and have

262、justifiably earned the acclaim of both Greek and internationalreaders,both scholarly and general.Many of the Foundations 300 or so publications are used as textbooks in higher education.In 2007,98 titles were chosen asuniversity textbooks in 83 departments of schools and weredistributed to 36,902 st

263、udents.In 2007,MIET continued with its publishing programme with 11new publications and 23 reprints.The publication title Mount Athosin Greek Art is outstanding.This album presents works producedby a number of artists that visited Mount Athos over the years,The NBG Cultural Foundation(MIET)including

264、 works by Rallis,Papaloukas,Kogevinas,Kontoglou andothers.MIETs publications are available along with publications of othernon-profit institutions and museums in the two bookstores of theFoundation in Athens(Pesmazoglou 5&Amerikis 13)and in MIETsnew bookstore in Thessaloniki(Tsimiski 11),which opene

265、d inNovember 2007.Other activities of the FoundationIn addition,the Foundation contributes to the Fine Arts through?ongoing enrichment of its collection of works of art and theorganization of exhibitions?management of three major cultural centres in Athens,Thessaloniki and Patras?the Cartography Arc

266、hive of Greece,the Historical andPalaeographical Archive,and the Paper ConservationLaboratory?the organization of special literary seminars and courses inGreek palaeography?the management of the Alexis Minotis Bequest in Memory ofKatina Paxinou.In 1995,the Academy of Athens awarded the Foundation a

267、SilverMedal for its overall contribution to the cultural life of Greece.Introduction-HistoryThe NBG Historical Archive was set up within the context of theBanks effort to present and promote its archival material.The saidmaterial is deemed to be of significant historical importance as itcovers the p

268、eriod from 1841 until 1966 and mainly consists ofNBG records as well as originals or copies of various archives ofother institutions or individuals entrusted to its safekeeping.The importance of this archival material lies in the fact that NBGhas played a defining role in the Greek economy.According

269、ly,the Historical Archive comprises an important centre ofdocumentation with regard to the political,cultural and socialhistory of the country.The NBG Historical ArchiveThe Historical Archives goals and activitiesApplying the latest techniques in classifying,preserving andutilizing documentation and

270、 data,the Historical Archive allows freeaccess to its extensive material not only to the scientificcommunity but also the general public.In the meantime,the Archives main concern is to enrich itsmaterial with the inflow of important new archives andcollections.The Historical Archive ahs also built u

271、p a remarkablelibrary,organises exhibitions,seminars,conferences and variouseducational programmes.Since February 2006,the Historical Archive has hosted in itspremises an exhibition on the Greek banknote from 1821 to 2002.This exhibition comprises the fullest selection of Greek banknotesthat has eve

272、r been brought before the public.The Historical Archive provides specialised know-how andpublishes books and works of special interest,while it also funds anumber of research programmes.The Archive is located in the historical Diomedes Building,at 146Tritis Septemvriou Street in Athens.The summer of

273、 2007 was marked by one of the worst naturaldisasters in the countrys modern history.Approximately 2.7 millionhectares of forest and arable land was burnt to ashes in over6,000 fires that broke out around Greece,while 73 people losttheir lives.The greatest damage was in the Peloponnese and Evia.Acco

274、rding to official reports,120 villages were destroyed orseverely damaged,more than 1,500 houses were totallydestroyed and hundreds of thousands of hectares of arable landwere burnt.In the face of such a huge disaster for Greece,it was imperativethat NBG take action promptly and support not only the

275、Banksemployees but also all those inhabitants in the Peloponnese andEvia that suffered property loss due to the fires.The Bank approved the contribution of 550 million to meet theneeds of individuals that suffered property loss due to the firesand to support projects to restore the damaged areas.The

276、 fundswere allocated as follows:?525 million were deposited in the Special Relief Fund to helpindividuals directly affected and suffering as a result of theemergency.?525 million earmarked to finance initiatives that willsupplement those of the state,so as to support the families ofvictims,the resto

277、ration of the damaged villages and naturalenvironment.Accordingly:?Initially,51 million was disbursed to meet immediate cashrequirements in most of the municipalities affected.?NBGs Board of Directors set up a Management Team toensure that the remaining 524 million would be efficientlyallocated.This

278、 Team undertook to submit proposals to theheads of the Special Solidarity Fund for the utilization ofthe remaining funds in projects that will contribute to thelong-term development of areas and the protection ofthe countrys natural environment.?The Management Team has visited the areas afflicted by

279、the wildfires and in cooperation with the 35 municipali-ties of these areas it has recorded in detail the problemsarising from the environmental damage,as well asrelated requests.Accordingly,a set of initiatives totalling510 million are underway and scheduled for the first halfof 2008.Support to are

280、as destroyed by last summers wildfires Corporate social responsibility dataBelow are presented the key data regarding NBGs performance inthe various areas of Corporate Social Responsibility:69Economy200720062005Net operating income(5 millions)2,546.32,116.21,769Net profit after tax(5 millions)914.65

281、83.7474.3Tax expense(5 millions)117.3256.4148.6Profit per share(5)1.921.391.33Total assets(5 millions)71,05961,14553,279Depreciation charges(5 millions)63.86572.1Independent non-executive BoD members 8 out of 158 out of 158 out of 15Employees200720062005Total staff13,43413,28113,713Women in senior m

282、anagement posts100Women in managerial positions156146139Training man-hours(participations multiplied by hours)229,561225,635201,249Training expenditure(5 millions)6.15.85.970Market200720062005Financing for RES projects(5 millions)38517266Financing for modern shipping(US$millions)37934771Complaints v

283、ersus total transactions(%)0.00280.00330.0035Recycled paper consumption(kg)297,000239,000278,000Non-recycled paper consumption(kg per employee)22.217.321Environment200720062005Paper recycling(kg)297,000239,000278,000Paper recycling(kg per employee)22.217.321Toner refilled or recycled(items)716768241

284、Internet Banking transactions(millions)14.410.4-Community200720062005Total sponsorships(5 millions)15.39.96.5Wildfire relief aid(5 millions)25-Sponsorship versus NBG profit(%)*3.911.191.05*including wildfire aidReport dataThis Corporate Social Responsibility Report concerns the calendaryear 2007,unl

285、ess otherwise stated,and outlines the relevantactivities of National Bank of Greece(excluding NationalManagement and Organisation Co,which was incorporated intoNBG during the course of 2007).?The terms Company,we,Bank,National Bank,NBG referto National Bank of Greece and its activities as a bankingi

286、nstitution in Greece.?The Term Group refers to NBG and its subsidiaries in Greeceand abroad.MethodologyA special team,comprised of members from relevantdepartments,was set up to prepare this first Corporate SocialResponsibility Report of NBG.The teams principal task was tocollect data relating to th

287、e key areas of NBGs Corporate SocialResponsibility.The 2007 Report was prepared with the advice ofSustainable Development Ltd as per the guidelines of theinternational standard Global Reporting Initiative(GRI)-G3.Contact infoPlease address any comments and suggestions to:NBG Marketing Division Atten

288、tion of Mrs Charis KampaniT:+30 210-3346102E-mail:ckampaninbg.gr71GlossaryTerms and definitionsDouble-hull vesselsNew standards applying to double-hull tankers aiming to minimizemarine pollution in the event of an accident.FTSE4GoodFinancial Times Exchange Good Index(FTSE4Good)is jointly ownedby Lon

289、don Stock Exchange and Financial Times and assesses listedCompanies in five sectors as follows:?Operation without harmful impact on the environment?Development of positive relations with partners and the overalloperation environment of the business(customers,suppliers,shareholders,society)?Support,p

290、rotection and promotion of human rights?Implementation of high working standards?Contribution to the fight against financial corruptionFT Global 500(Financial Times Global 500)The ranking of the largest companies in the world according tothe FT.Forbes Global 2000 The ranking of the largest companies

291、 in the world in terms ofcapital,sales,profits and market value,according to ForbesMagazine.GRIGlobal Reporting Initiative(GRI)has developed a framework ofsustainability indices,aiming to standardise the drafting of sustain-ability reports by organisations.GRIs purpose is for sustainabilityreports t

292、o become a useful tool and standardised process exactlylike financial reports.GRI indices concern the financial,environ-mental,and social performance of organisations.Halon:Cooling System Liquid.Internet Banking(e-banking):Banking transactions via Internet.SAP R/3:Central electronic operating system

293、.72Sustainability The terms Sustainability or Sustainable development are used todescribe the operation of an organisation that equitably meetsthe needs of the present and future generations(Rio Declarationon environment and development,United Nations,1992).Corporate Social ResponsibilityWithin the

294、context of Corporate Social Responsibility,businessesincorporate on a voluntary basis any social and environmentalconcerns in their business operation and relations with interestedparties,realising that responsibility leads to sustainable businesssuccess(Green Book on Corporate Social Responsibility

295、,EuropeanCommission,2001).Sarbanes-Oxley ActThis is a US federal law by which all businesses listed on the NYSEmust abide.Some abbreviationsACCIAthens Chamber of Commerce and IndustryATHEXAthens Stock ExchangeBMSBuilding Management SystemCRESCentre for Renewable Energy SourcesEIRISEthical Investment

296、 Research ServicesEMSEnvironmental Management SystemFTSE4GoodFinancial Times Stock Exchange Good IndexHRRCHuman Resources and Remuneration CommitteeISO 1 400 1 International Environmental Management StandardsIWSNIndividuals With Special Needs National Bank Cultural FoundationODSOzone Depleting Subst

297、ancesRESRenewable Energy Sources 73GRI required data SectionPageVision,Strategy and Analysis1.141.2*4,23Organizational profile2.1-2.10*6,69Report parameters3.1-3.4713.5-3.11*713.1274Governance,Commitments and Engagement4.1-4.10164.11-4.13*144.14-4.17*13GRI indicatorsThe table below sets out the corr

298、espondence between thecontent of this Corporate Social Responsibility Report and theGRI-G3 indicators.74GRI indicatorsIndicatorPageIndicator Page IndicatorPageEC169EN26*31,54,57HR5*45EC4*18EN30*69SO4*29,30EN2*69,37LA1*41PR3*31EN631,52LA2*42PR5*34,35EN7*53LA446PR636EN18*53,56LA1043,69EN19*52LA12*45EN

299、22*53,56,69LA1341,69Note:*=Partial coverageFEEDBACK FORMCORPORATE SOCIAL RESPONSIBILITY REPORTWe would appreciate your feedback!We would be grateful if you could take a couple of minutes to help us improve the CorporateSocial Responsibility Report by filling in the form below:?To which NBG stakehold

300、er group do you belong?Business community Customer Employee Local community Media NGO Shareholder State or regulatory authoritySupplierOther?What is your overall impression of this Report?Excellent GoodAverage PoorWell-balanced sectionsSufficient dataSufficient textThe texts are clearly writtenQuali

301、ty of tables and diagrams?What is your opinion of each of the sections listed below?Excellent GoodAverage PoorEconomyMarketEmployeesEnvironmentSociety?Are there sections which you feel require more extensive treatment?Are there further comments that you would like to make?Your details(optional):Name

302、:Company/organization:Address:T/fax:Email:Please send the feedback form to:National Bank of Greece Attn:Mrs C.KampaniKorai 4 10564 Athens,Greece Email:ckampaninbg.grFax:+30 210-3346080Information supplied in this feedback form will be used by the Bank forassessing the Report and statistical analysis.Private data are protectedby law.Layout:Marketing Division,Graphic Design Department