Safaricom - 2021 Sustainable Business Report

8 SAFARICOM SUSTAINABLE BUSINESS REPORT 2021 //// STANDING TOGETHER: GOING BEYOND / OUR MATERIAL TOPICS / OUR STAKEHOLDERS / KPI SUMMARY OUR RESPONSE TO COVID-19 We activated our pandemic response plan and crisis management team in January 2020 as it rapidly became apparent to us that we were dealing with a global pandemic that would have far reaching implications not just in China, but globally. The COVID-19 pandemic highlighted the way in which we are all connected and re-affirmed our belief that our present and future are inextricably linked to the wellbeing of the society that we serve. Against this backdrop, we unhesitatingly stepped up to support our stakeholders during the pandemic. A snapshot of how we did so is set out below, with further COVID-related actions woven into the narrative throughout this report. SUPPORT TO STAFF SUPPORT TO GOVERNMENT Voluntary, free COVID testing for staff and dependants. Over 6 000 tests conducted. Case management programme through our company health adviser for staff who became infected. Personal protective equipment (PPE) worth over 650M provided to our frontline staff at the shops and in the field. Counselling and psychological support hotline for staff to support them to cope with psychological challenges brought about by the pandemic. We held over 300 team and 2 600 individual counselling sessions. We implemented the infrastructure and procedures that enabled a seamless transition to working from home - 90% of all office based staff and 80% of call centre staff. Calls between staff were zero rated to enhance collaboration, 2 370 staff were provided with ergonomic seats for improved comfort and we provided call centre staff with laptops. We established a robust virtual private network to ensure uncompromised data security and supported 1 821 staff with data connections to enable work from home . Salary advances were extended to staff to support them financially during the unprecedented difficulties related to the pandemic. A team of 20 professional counselling psychologists facilitated counselling support to teams and affected persons. Donated KSh 200 million to the national COVID-19 kitty . KSh 200 m 719 HELPLINE Provided communication support through airtime and bundles for frontline health workers . Established the 719 helpline at the request of Government. All Kenyans could access the helpline irrespective of their operator of choice.