Safaricom - 2021 Sustainable Business Report

45 SAFARICOM SUSTAINABLE BUSINESS REPORT 2021 / STANDING TOGETHER: GOING BEYOND //// OUR MATERIAL TOPICS / OUR STAKEHOLDERS / KPI SUMMARY INDEPENDENT QUALITY OF SERVICE (QOS) RESULTS Service KPI FY18 FY19 FY20 FY21 Voice Call setup success rate Dropped call ratio Speech quality Data Mean user data rates: download Mean user data rates: upload Mean web browsing time Network delay First Second Third MAINTAINING THE STABILITY OF OUR PLATFORMS The agile culture which will be rolled out throughout our organisation more fully in FY22, has already been implemented into the IT department with positive results. ‘Agile’ is anchored on customer obsession, data driven decision making, iteration using fast feedback loops and collaboration. Our agile tribes/squads work as a community of experts to incorporate emerging trends and best practices including the administration, upgrade and maintenance of software artefacts and test management tools to ensure proper functioning and use. The efficiency of the stability squad which implemented automated daily health checks for different platforms meant that incidents were reduced from 195 to 70. BREAKDOWN OF NETWORK NPS For the fifth year running, we were first in all Quality of Service results as assessed by an independent third party - Umlaut (www.umlaut.com) . This includes the call setup success rate, the dropped call ratio and speech quality. For data this includes mean web browsing session time and network delays, as well as both download and upload mean user data rates. FY18 FY19 FY20 FY21 SIGNAL COVERAGE DATA COVERAGE OVERALL VOICE QUALITY DATA SPEED 69 77 54 56 72 75 87 65 61 80 76 86 66 57 80 78 86 71 62 82