Abbreviations

## ANNUAL REPORT FOR 2012

ENG РУС FR CSR MR

#### Materials:

- Annual Report
- Social Report
- Financial Report PDF
- Download center

# Abbreviations

AI Accident Insurance

В2В Business to Business

В2С Business to Customers

BDC Business Development Centre

СЕО Chief Executive Officer

CIO Chief Information Officer

CIS Commonwealth of Independent States

CSR Corporate Social Responsibility

CSO Customer Service Outlet

DP The Disabled People

DRCC Department of the Regional Contact Centre

EDCS Electronic Document Circulation System

EMEA Europe, Middle East and Africa

FT Financial Times

FTS Federal Tax Service

GRI Global Reporting Initiative

HR Human Resources

IR Investor Relationship

IT Information Technologies

LBS London Business School

LMS Learning Management System

OJSC Open Joint-Stock Company

PMS Performance Management System

PR Public Relations

PwC PricewaterhouseCoopers

QMS Queue Management System

RAS Russian Accounting Standards

SaaS Software as a Service

SLA Service Level Agreement

SPO Secondary Public Offering

UDCC Unified Distributed Contact Centre

UCMS Uniform Complaint Management System

UNEP United National Environment Programme

VIP Very Important Person

VMI Voluntary Medical Insurance

ZAO Closed Joint-Stock Company

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| Abbreviations | Management Report

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