ANNUAL REPORT 2018

Chairman's Statement CEO's Statement Taarifa ya Mwenyekiti Taarifa ya Mkurugenzi Mkuu

Who Leads Us Who Governs Us

Corporate Governance Risk Management

Enterprise Risk Management Risk Management Framework Risk Governance

M-Pesa

Our Strategic Pillars

Person To Person Reversals My Safaricom App Jitambulishe - Leveraging Voice Biometrics To-Boost Security

Relevant Products

Partnering To Deliver Video Content Safaricom Digital TV and Internet Box Fixed Data – Fibre to the Home (FTTH) Songa Music App Safaricom QR Code Safaricom Platinum – For the Discerning Professional How we Enhanced M-PESA For Visually Impaired Customers Relevant Products and Services

Operational Excellence

Daraja our bridge to M-PESA’s future Safaricom introduces 4G+ Ookla M-PESA certification

Our Brand Assets

Safaricom marks 5 years in Deaf Half Marathon sponsorship Breaking the two-hour marathon barrier Safaricom Athletics Series The Safaricom Marathon in Lewa SOYA Chapa Dimba SKIZA Safaricom International Jazz Festival Turned Five

Revamping our culture

Our Social Impact

The M-PESA Foundation: Large Scale Programmes Partnering with Communities: Our Foundations

Our Sustainable Future

Focus on Our Four Material Matters Integrating the Sustainable Development Goals: Our nine priorities Sustainability at Safaricom

Women In Technology Leaving No One Behind Maintaining our lead with the best technology Digital transformation

The digital farmer of the future, today Fibre to the Business (FTTB) M-PESA for Businesses MASOKO M-TIBA Shupavu 291

Person-to-person reversals

Safaricom has made it easier to reverse money sent to the wrong person. This service was rolled out late 2017. A customer who sends money to the wrong person is required to send the transaction code to 456. The cash transfer is then suspended and customer care representatives from Safaricom then confirm with the sender and the receiver whether the transaction was done in error before taking the action necessary.