Sustainability Report 2016

3 / 84

Safaricom Sustainability Report 2016 3
INTRODUCTION ........................................................................................................................................ 2
THE YEAR IN REVIEW........................................................................................................................... 4
MESSAGE FROM THE CHAIRMAN ..................................................................................................... 8
CEO’S REVIEW .................................................................................................................................... 9
OUR BUSINESS ........................................................................................................................................ 12
ABOUT SAFARICOM ......................................................................................................................... 14
OUR BUSINESS MODEL ..................................................................................................................... 16
OUR STRATEGY ................................................................................................................................. 18
THE TRUE VALUE WE HAVE CREATED............................................................................................... 22
OUR MATERIAL MATTERS........................................................................................................................ 26
GOVERNANCE, RISK AND REGULATION ........................................................................................ 28
NETWORK QUALITY .......................................................................................................................... 35
INNOVATION ..................................................................................................................................... 42
ENVIRONMENTAL RESPONSIBILITY................................................................................................... 50
STAKEHOLDER ENGAGEMENT ...............................................................................................................54
CUSTOMERS ...................................................................................................................................... 56
EMPLOYEES ....................................................................................................................................... 60
BUSINESS PARTNERS.......................................................................................................................... 64
SHAREHOLDERS ................................................................................................................................ 68
SOCIETY............................................................................................................................................. 70
REGULATORS .................................................................................................................................... 72
MEDIA ............................................................................................................................................... 73
CONCLUDING REMARKS ....................................................................................................................... 74
CONTENTS