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OUR MATERIAL MATTERS
| GOVERNANCE, RISK & REGULATION | NETWORK QUALITY | ENVIRONMENTAL RESPONSIBILITY
| INNOVATION |
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INNOVATION
Innovation is central to achieving our strategic objectives, retaining our competitive edge and ensuring that we
continue to grow. As a technology-based company, if we are not constantly innovating, we are, effectively,
stagnating and not keeping in touch with the needs of our customers. If we do not keep up with the needs of our
customers, we run the risk of losing market share and revenue.
In response to the SDG strategy, we have aligned our efforts with four of the goals this year and committed
to creating an environment and culture conducive to creating innovative products and services
(SDG9)
that
transform and empower the lives of our customers
(SDG8)
. We have also committed to partner with members of
staff, other business units and stakeholders to ensure our innovations are aligned with the ambitions set out in the
goals and to leverage effectively off the core capabilities of other stakeholders so as to avoid duplication of effort
(SDG17)
.
HOW WE MONITOR INNOVATION
Our response to this multi-dimensional material matter is primarily managed through four sets of indicators: Net
Promoter Score (NPS) and Brand Consideration scores; mobile data usage and revenue; M-PESA usage and
revenue; and social innovation users/subscribers. We use our NPS and Brand Consideration scores to track
customer satisfaction with, among other things, our new products and services and, in particular, how well we
are servicing the specific demands of the growing youth sector. Mobile data usage and growth provides us
with insight into how well our data-related product and service innovations are being adopted and used. As our
M-PESA platform is the main way we drive financial inclusion, we use M-PESA usage and revenue indicators to help
manage this aspect of innovation. In terms of our social innovations, we use numbers of active users/subscribers to
gauge the impact and success of these new products and services.