Our Key Investments

• Service Operations Centre (SOC)
• Solar sites over 1,400
• Central Data Centre
• FTTH – 100,000
• 5G Rollout

Our Performance Target

• Mobile and data performance – Best in test
• NPS (Network, Enterprise and FTTH) – #1
• Cost Leadership

Measuring Our Performance

• Mobile and data performance – Best in test
• Network NPS#1: 7,878 as at March 2023
• Home internet: NPS#1: 46
• Enterprise NPS #1: 44

Uplifting Our Community

• The Safaricom Decode: offering experience on software engineering
• The Safaricom Digital Engineering Community
• Technology Academy: offer internship opportunities to 200 students
• Digital Academy: Equipping 230 Safaricom employees through digital upskilling

Our Strategic Objectives

• Scaling enterprise to enterprise (E2E) growth areas
• Build new growth opportunities on M-PESA core systems

Partnerships In Progress For FY2024

• Energy
• Work

The Challenges We Faced

Energy costs mitigated by: Capping of diesel consumption and acceleration of solar energy
Maintenance costs mitigated by: Reviewing all maintenance contracts

Looking Ahead

• Continued investment in sustainable energy to manage energy cost and supply
• Expand broadband market reach, with low-cost fixed wireless products to complement fiber and 4G/5G

What We Did

• Grew customer base by 26%
• Stability – achieved 99.9%
• Transformed from an individual to an open platform, access for new players through interoperability

Performance Highlights

• Working with government, regulators, and Central Bank on credit rehabilitation and amnesty provision, which ended in FY2023
• Products such as employment insurance

Our Strategic Objective

Our key goal – to scale our technology to yield a vibrant payments platform to enable deeper expansion into credit, insurance with the foundation of an open platform.

The Challenges We Faced

• Data protection
• Competition from big tech companies
• Understanding customer behaviour
• High inflation causing reduced spending wallet

Trends We Identified

• Transacting becoming more affordable through scaling up at low prices
• SIM Toolkit and USSD users migrating to the Super App
• Increasing social engineering and associated fraud