Safaricom - 2020 Sustainable Business Report

3 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS OUR STAKEHOLDERS CONCLUDING REMARKS DUCTION 03 Introduction 06 FY20 in review 08 Our response to COVID-19 09 Message from our Chairman 11 Message from our outgoing CEO 13 Message from our incoming CEO The nature of telecommunications continues to evolve and so do we. We are transforming beyond being a ‘telco’ to being a purpose-led technology company. Our core offering of voice and data services has expanded to encompass a broad range of sophisticated digital lifestyle products and services that support the aspirations and requirements of consumers, businesses and public sector clients. Our products and services play a central role in the daily lives of just under 35.6 million Kenyans. Our purpose continues to be transforming lives and we are dedicated to delivering connectivity and innovative services that can truly improve the quality of life and the livelihood of every person we reach. We seek to contribute to sustainable business throughout Kenya and remain committed to managing our operations responsibly and ethically, together with using our influence to highlight and address sustainability challenges. This report offers an overview of what we have achieved in this regard during the year.