Safaricom 2018 Sustainable Business Report

33 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS STAKEHOLDER ENGAGEMENT 2018 SUSTAINABLE BUSINESS REPORT QoE measure will use customer surveys to evaluate user experience The QoE scores will be added to the existing metrics to establish operator QoS scores. Safaricom and other mobile network operators continue to engage the CA on the implementation of QoE, considering how subjective this type of measurement can prove to be. The Authority has begun measuring QoE, but has stated that it will not use the metric to penalise network operators while it establishes the best methodology to determine it. Network Redundancy, Resilience and Diversity (NRRD) Guidelines During the year, the CA concluded its stakeholder consultation on the improved NRRD guidelines and regulations for ICT networks in Kenya and began a pilot period. The new guidelines are a toughening up of QoS regulations, designed to ensure network resilience and minimal disruption to customer services for business continuity. The result of the pilot, which will be run from October 2017 to June 2019, will be used to fine tune the thresholds of the final framework. Closing 2G gaps around the country We began the challenge of constructing and commissioning of 48 2G-enabled new Base Transceiver Stations (BTS) in underserved, remote areas during the year. We were awarded the tender to deliver the BTS by the CA as part of its initiative to use the Universal Service Fund (USF) to close ‘2G gaps’ around the nation. The USF was created to support widespread access to ICT services and the ‘2G gap’ initiative aims to ensure that that there is mobile voice and data coverage in even the most inaccessible and isolated areas of the country. In spite of the onerous logistical challenges involved, we are pleased to report that we have already commissioned 30 of the 48 sites. S D G 9 S D G 9 LOOKING AHEAD FY19 Goals • Triple the amount of risk assessments conducted during the year (target is 34) as part of our new, departmental-level approach • Achieve the GSMA Mobile Money Certification through an independent audit of our M-PESA policies and practices • Continue our efforts to raise customer awareness regarding social engineering fraud through a wide variety of initiatives and media campaigns • Review our data protection policies to ensure that these are aligned with the European General Data Protection Policy and proposed data protection legislation in Kenya • Continue to participate actively in the Kikao Kikuu consumer affairs forums hosted by the CA • Work closely with the CA and other government agencies to complete the remaining 18 sites in our USF 2G contract • Continue to engage government and the CA on the ongoing initiatives highlighted in this report • Intensify our external Child Online Safety advocacy, launching our internal policy to an external audience and working with the CA to develop its guidelines • Take an active role in implementing B-Team — Africa governance and transparency initiatives, including the launch and dissemination of the Anti-Corruption SME toolkit with the UNGC