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Safaricom Sustainability Report 2016
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CORE PROCESSES
•
Enterprise Business:
Offers business solutions to business
customers.
•
Consumer Business:
Offers products and manages the
distribution channels catering to the needs of individual
customers.
•
Financial Services:
Offers mobile financial
services and solutions.
•
Regionalisation*:
Co-ordination
of our decentralised approach.
* (Coast Region, Rift Region, Western / Nyanza Region,
Nairobi East, Nairobi West, Mount Kenya)
CUTTING ACROSS BOTH CORE
& SUPPORT PROCESSES
Customer Experience Excellence:
Ensures that we adopt a customer-
centric approach to all aspects of
how we do business.
SUPPORT PROCESSES
Technology, Risk Management,
Corporate Affairs, Internal Audit,
Customer Operations, Marketing, Strategy
and Innovation, Resources, Finance
OUR BUSINESS MODEL
Our business model explains how we operate and how execute our strategy and achieve our vision of transforming lives.
Safaricom remains the largest mobile operator in Kenya serving over 25 million customers. Our services include mobile and
fixed voice, messaging, data, internet and M-PESA, a mobile-based money transfer and cashless payment platform. Our goal
remains to transform lives with unmatched, innovative and superior products and services that meet the needs of Kenyans.
OUR NETWORK
Our operations consist of
Safaricom House 1, 2 and 3,
the Safaricom Care Centre, the
Jambo Contact Centre, 44 retail
stores and a network of
3,800
2G-,
2,517
3G- and
463
4G-enabled
base stations.
We cover
95%
of the population on
2G and
78%
on 3G.
OUR RELATIONSHIPS
We rely on the relationships
with our
25.2 million
customers,
100,744
M-Pesa
agents,
456
dealers,
1,094
suppliers, business partners,
shareholders, regulators,
4,287
employees and other stakeholders
to remain socially relevant and
operate as a responsible corporate
citizen, in order to deliver our
business strategy.
INPUTS
CORE BUSINESS ACTIVITIES & PROCESSES
PURPOSE:
“We commit to deliver connectivity and innovative products and services that will provide unmatc
exploring opportunities in Health, Education and Energy . We will do so by managing our operations responsib