Safaricom - 2021 Sustainable Business Report

STANDING TOGETHER: GOING BEYOND	4
Safaricom at a glance	7
Our response to COVID-19	8
Message from our Chairman	11
Message from our CEO	13
Our corporate strategy	16
Our business model	17
Our contribution to the UN SDGs	18
FY21 in review	23
True Value assessment	26
MATERIAL TOPICS	32
GOVERNANCE, BUSINESS ETHICS AND RISK	34
Reinforcing our responsibility to Kenyan society	34
Our governance structure	34
Embedding a positive risk culture	35
Promoting a strong internal ethical culture	35
Combatting fraud	36
Training our business partners on ethics	37
Integrating data privacy and protection	37
Meeting the challenge of cyber security	38
OUR REGULATORY ENVIRONMENT	39
Prioritising regulatory compliance	39
Surpassing the regulatory Quality of Service (QoS) score	39
Environmental impact monitoring and evaluation	40
Keeping the country connected	40
Piloting 5G	40
OUR PLATFORMS	42
Connecting all Kenyans	42
Our network	42
Our M-PESA platform	46
Integrating easily with M-PESA through the Daraja API Developer Portal	47
Enhancing the M-PESA platform	47
Our DigiFarm platform	48
ENVIRONMENTAL STEWARDSHIP	50
Managing and mitigating our environmental impact	50
Managing emissions	50
Energy efficiency in our network	51
Initiatives to drive energy efficiency	51
Network energy mix	51
Growing renewable energy in our network	52
Carbon offset re-afforestation project	52
Business advocacy on the environment	52
Reducing emissions from our supply chain	53
Reporting to the CDP climate change project	53
Monitoring air quality	53
Resource consumption	54
Managing waste responsibly	54
Managing electronic Waste	55
INNOVATION AND PARTNERSHIPS	56
Innovation underpins our growth ambitions	56
Accelerating growth	56
Supporting SMEs and MSMEs through financial services	58
Delivering step changes in growth and value performance for ventures	58
M-GAS: Promoting the use of affordable, clean energy	58
Future focus	59
STAKEHOLDER ENGAGEMENT	60
Customer engagement	64
Measuring customer satisfaction	64
Enterprise customers	64
Going beyond in FY21	63
Consumer customers	63
Becoming notoriously Customer Obsessed	62
SOCIETY	67
Towards a more inclusive society	67
Education	68
Economic Empowerment	69
Health	69
Helping women succeed in the technology space	71
EMPLOYEES	73
Driving participation in our transition to a technology company	73
Employee diversity	73
Women in leadership programmes	74
Supporting persons with disabilities	74
Internal labour market map	75
Employee engagement	75
2021 SEMA survey	76
Training and career development	78
Safaricom Digital Academy	78
#1MoreSkill campaign	78
Our culture: The Spirit of Safaricom	79
Health, Safety and Wellbeing (HSW)	79
REGULATORS	81
Engaging in dialogue	81
BUSINESS PARTNERS	83
Meeting the needs of our growing client base	83
Suppliers	83
Evaluating supplier performance	84
Measuring supplier satisfaction	84
Supporting women owned business growth	85
Dealers	85
Agents	86
SHAREHOLDERS	87
Keeping our shareholders informed	87
Our shareholders	87
MEDIA	88
Maintaining open dialogue	88
CUSTOMERS	62
APPENDIX	90
WELCOME	2
Internet of Things (IoT) solutions for our enterprise customers	59

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