Safaricom - 2020 Sustainable Business Report

1 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS OUR STAKEHOLDERS CONCLUDING REMARKS Welcome to our Sustainable Business Report 3 Introduction 6 FY20 in review 8 Our response to COVID-19 9 Message from the Chairman 11 Message from our outgoing CEO 13 Message from our incoming CEO 16 Our Business 18 Safaricom at a glance 19 Our business model 20 Our corporate strategy 28 True value assessment 33 Our Material Topics 34 Governance, business ethics and risk 39 Building regulatory resilience 42 Our network 46 Environmental stewardship 52 Innovation 56 Our Stakeholders 58 Customers 63 Society 70 Employees 78 Regulators 80 Business partners 85 Shareholders 86 Media 87 Concluding remarks 87 Acknowledgements