The second generation mobile telecommunications standards, also known as GSM. See the definition of GSM.

The third generation of mobile telecommunications standards, also known as UMTS. See the definition of UMTS.

The fourth generation of mobile telecommunications standards. See the definition of LTE.

800, 900, 1800 and 2100 MHz bandwidths
The radio frequency spectrum is divided into frequency bands. It has been determined for many frequency bands which technology should be used with it. The 800, 900, 1800 and 2100 MHz bands are used for mobile telephony and mobile internet.

Software programmes for mobile phones and tablets.

Cloud and hosting
A cloud service is made available on request from hardware, software or data over the Internet. Hosting is the provision is web space and services.

Cloud TV
Cloud TV enables TV providers to offer TV as an application, such as next-generation guides, interactive TV advertising and a complete online video experience for existing and new devices (including TVs and game consoles connected to the Internet).

CO2 footprint
CO2 footprint The CO2 footprint is an annual calculation that makes it clear how much CO2 emissions a company creates and which business activities created which quantities. This makes it easier to see where CO2 emissions can be reduced.

Connected Home
Connected Home are indoor solutions where everyday objects can be connected to the network and data can be exchanged.

Convergence / converged provider
Combination of a land line, mobile and TV.

Customer Effort Score / CES
This allows us to measure the extent to which customers have taken the effort to resolve a question or issue on their own initiative through our customer service or the effort that customers have to go through to place an order through our online store. CES is measured on a 5-point scale, where 1 represents little effort and 5 considerable effort. The % of respondents that marked a score of 1 or 2 on the five-point scale.

Data consumption/services
Data volume required to store data such as photos and e-mails, specified in megabytes (MB) or gigabytes (GB). Data services using mobile internet.

Dropped call rate
Indicates the number of calls aborted for technical reasons.

DSL (Digital Subscriber Line) is a digital data communication technique that allows a relatively high data rate over a ‘twisted pair’ copper-wire connection.

E-P&L (Environmental Profit and Loss Account) is a monetary valuation of the environmental impact of a company, based on the whole unit or a part of the value chain.

Electronic waste consisting of faulty, outdated or unsold electrical and electronic appliances.

Eco score
Sustainability label for telephones, validated by KPMG. The Eco Score provides transparency in the chain and is based on three categories: corporate values and principles, life cycle analysis and sustainable design.

Employee Engagement Index / EEI
Consists of three parts: the commitment to the company, willingness to continue to work for the company and a willingness to take an extra step for the company. The index is calculated on the basis of the average score for seven questions (both positive and negative responses are included) and it has a maximum score of 100.

Employee Net Promotor Score / ENPS
This is used to measure the extent to which employees recommend their company to others. The Employee Net Promoter Score works on a scale of 10, whereby 9 and 10 are Promoters (ambassadors) and 0 to 6 are Detractors (employees who fail to recommend the company or who do so in a negative light). The Employee Net Promoter Score is calculated by subtracting the percentage of Promoters from the percentage of Detractors.

Fast Forward
We prepare our network for the future with our network innovation ‘Fast Forward’. We innovate in our network through national rollout of 4G, the development of fixed services (internet, television, fixed telephony), the rollout of 4G+ and the deployment of small cells to increase network capacity in busy locations.

Integrated fixed and mobile solutions
See the definition for Unified Communication.

Global e-Sustainability Initiative is an international partnership of ICT companies and NGOs with the aim to identify how innovative technology can contribute to sustainable development.

Fibre optic TV
A TV signal is sent through fibre optic providers via the Internet.

Mobile telephone
Global System for Mobile Communications is a standard for mobile communications.

Internal development of goods and services which were until that time developed by an external supplier.

Interconnection allows customers of two different telecommunications providers to communicate with each other. It is the connection of a telecommunications service provider to the infrastructure of another service provider.

Interactive TV
Television technology where interaction is possible between the viewers and the information they receive on the screen via the digital decoder.

‘Internet of things’
Development where everyday objects can be connected to the network and data can be exchanged.

A KPI (Key Performance Indicator) is a variable to analyse the performance of a company.

LTE (for 4G)
With LTE (Long Term Evolution) it is possible to transfer data at a higher capacity and at high speed across the network.

Machine-to-machine (M2M)
Machine-to-Machine (M2M) communication (or telemetry) connects machines or remote devices and exchanges information between machines or devices, without human intervention. A device (e.g. a sensor) is connected through a SIM card. If the device identifies an event, the SIM card sends the information through to a central server.

Microsoft Lync
A communications product from Microsoft, designed for the business market. It is used to establish a connection with instant messaging clients, Microsoft Lync and Windows Messenger.

An MVNO (Mobile Virtual Network Operator) is a company that does not have an operating licence, but sells its own brand of mobile telephony over the network of another telecommunications service provider.

A mobile telecommunications network consists of base stations, also known as mast or antennas, which are in communication with a central station.

Net Promotor Score / NPS
The Net Promoter Score is an indication of the appreciation of the service and it is determined by asking customers to what extent they would recommend Vodafone to others. The Net Promoter Score works on a scale of 10, whereby 9 and 10 are Promoters (ambassadors for Vodafone) and 0 to 6 are Detractors (customers fail to recommend Vodafone or who do so in a negative light). The Net Promoter Score is calculated by subtracting the percentage of Promoters from the percentage of Detractors.

Relocation of a business from one country to another country. This is often an operational process such as manufacturing or a support processes such as accounting.

Outsourcing of work.

Pause Live TV (PLTV)
Pause Live TV is a feature that allows anyone to pause a TV programme. The programme can be then be viewed again later on.

(Single) RAN
RAN (Radio Access Network) refers to a part of a mobile telecommunication system. It is located between a mobile device (such as a mobile phone or computer) for connections to the core network, the central point within a telecommunications network.

Regional roaming
With regional or national roaming telecommunications companies take each other’s connections over in the event of a failure. In 2012 the Dutch mobile telecommunications operators agreed on the use of each other’s mobile networks in the event of a failure.

The RepTrak™ Framework of the Reputation Institute compares companies by reputation. It measures the stakeholder perception of companies by measuring the relationship between the emotional connection of a stakeholder with the perception of seven rational dimensions: 1) Products / Services 2) Innovation 3) Workplace 4) Citizenship 5) Governance 6) Leadership and 7) Performance.

Using the network of another mobile telecommunications company. This enables calling or using mobile internet while abroad.

A smartphone is a mini-computer used to make calls and surf the Internet.

Social Media Monitor
Annual examination of Social Embassy into the use of social media by the top 100 advertisers in the Netherlands based on gross media spending in the Netherlands (Source: Nielsen Research). The research consists of a survey among companies as to how they have organised social media, their ambitions and results and an assessment by Social Embassy of activity, interactivity, and building of communities. Companies are awarded a score between 0 and 100, based on this information.

Spectrum (auction)
A radio frequency spectrum (or radio waves) can be used to transfer information without a wire from a transmitter to one or more recipients. A part of the frequency is freely available, while a registration or permit is required for another part. These permits are issued by Agentschap Telecom [Radiocommunications Agency]. Agentschap Telecom [Radiocommunications Agency] is also the supervisor of the Central Government on the radio frequency spectrum and distributes and manages the radio frequency spectrum. Licences for frequency bands for mobile telephony and mobile Internet are auctioned.

Stakeholders are individuals or organisations that have an interest in an organisation, e.g. employees, customers, shareholders, suppliers, governments and media.

A start-up company is designed in the form of a company, a partnership or a temporary organisation to search for a repeatable and scalable business model.

Supply chain
This is the economic process from raw material to consumer or user.

Transparency benchmark
Annual recurring research on the content and quality of sustainability reporting by Dutch companies. It is an initiative of the Ministry of Economic Affairs.

Trending Topic
Social media service Twitter has a list of topics that are trending topics. This is a list of words or hashtags that are most written about at that time.

Triple play services
A combination of wired internet, fixed telephony and television, delivered from a single provider.

UMTS (Universal Mobile Telecommunications System) is a worldwide standardisation for mobile communication.

We started in 2011 to integrate and optimise our IT systems under the ‘Unify’ banner to further improve the service we provide our and to make it more efficient.

Video-on-demand (VOD)
A network service that allows a user to stream a video when he/she wants. Video-on-demand is often a part of interactive television (see the definition interactive television).

WWJB is a Dutch abbreviation for the foundation ‘Weet Wat Je Besteedt’ [Know what you spend]. WWJB focuses on improving financial literacy among young people between the ages of 12 and 25.

Quad play
A combination of fixed and mobile services and television, delivered from a single provider.