Safaricom - 2021 Sustainable Business Report

92 SAFARICOM SUSTAINABLE BUSINESS REPORT 2021 / STANDING TOGETHER: GOING BEYOND / OUR MATERIAL TOPICS / OUR STAKEHOLDERS //// KPI SUMMARY REGULATORY ENVIRONMENT Category KPIs monitored FY18 FY19 FY20 FY21 Quality of Service (QoS) compliance register Number of fines for non- compliance 0 0 0 0 Cost of fines for non- compliance (Ksh million) 0 0 0 0 Non-monetary sanctions for non-compliance 0 0 0 0 Legal actions lodged for anti-competitive behaviour 0 0 0 0 Category KPIs monitored FY18 FY19 FY20 FY21 Quality of Service (QoS) Regulatory Quality of Service (QoS) score 92% Category KPIs monitored FY18 FY19 FY20 FY21 Environmental impact monitoring and evaluation Environmental Impact Assessments 590 600 437 122 Initial environemntal audits 458 300 513 318 Self environmental audits 1460 OUR PLATFORMS Category KPIs monitored FY18 FY19 FY20 FY21 Network expansion    Footprint (kms) – total to date 5 469 6 700 9 000 10 080 Enterprise buildings connected 1 922 2 424 3 960 4 327 Residential homes passed 142 060 297 895 331 189 348 144 Residential homes connected 48 648 107 762 142 099 204 234 Sites (BTS) connected (%) 50 55 64 65 Enterprise customers connected 6 237 5 992 11 911 15 300 Category KPIs monitored FY18 FY19 FY20 FY21 Network coverage 2G population (%) 96% 96% 96% 96% 3G population (%) 89% 92% 94% 95% 4G population (%) 35% 56% 77% 94% Category KPIs monitored FY18 FY19 FY20 FY21 Base stations by type 2G enabled 4 599 4 949 5 314 5 526 3G enabled 4 364 4 907 5 275 5 500 4G enabled 1 665 2 791 4 342 5 387 Category KPIs monitored FY18 FY19 FY20 FY21 Network performance Avg. weekly unavailable minutes (power NUR) 4.6 6.5 11.9 11.4 Average radio access network SUR (minutes) 22.2 25.6 32.4 24.7 Category KPIs monitored FY18 FY19 FY20 FY21 Breakdown of network NPS (customer satisfaction) Signal coverage 69 75 76 78 Voice quality 77 87 86 86 Data coverage 56 61 57 62 Data speed 54 65 66 71 Overall 72 80 80 82 Category KPIs monitored FY18 FY19 FY20 FY21 Independent Quality of Service (QoS) Voice: Call setup success rate 1 1 1 1 Voice: Dropped call ratio 1 1 1 1 Voice: Speech quality 1 1 1 1 Data: Mean user data rates: download 1 1 1 1 Data: Mean user data rates: upload 1 1 1 1 Data: Mean web browsing time 1 1 1 1 Data: Network delay 1 1 1 1