Acronyms and Abbreviations

VMI
Voluntary Medical Insurance
KPI
Key performance indicators
CSR
Corporate Social Responsibility
ULPA
Underdeveloped and low-populated areas
AML/FT
Counteracting the legitimisation of the proceeds of crime (money laundering) and the financing of terrorism
QMS
Queue Management System
PMS
Performance Management System
BDC
Business Development Centre
CSI
Customer satisfaction index
DLP
Data loss prevention
EMV
Global standard for inter-operation of integrated circuit cards developed by Europay, MasterCard and Visa
GRI
Global Reporting Initiative
iFOBS
Interactive Front-Office Banking System
ISO26000
International standard guidelines for Social Responsibility
ISO27001
International Information Security standard published by the International Organisation for Standardization and the International Electrotechnical Commission
NPS
Net Promoter Score
SLA
Service-level agreement