2022 Sustainable Business Report

1 PARTNERING FOR GROWTH: TRANSFORMING LIVES | 36 OUR MATERIAL TOPICS Governance, Business Ethics and Risk 37 Maintaining a robust governance framework 37 Ensuring accountability and transparency 38 Operating in a dynamic risk environment 38 Training our people and our business partners on ethics 39 Our Regulatory Environment 41 An evolving regulatory environment 41 Cooperating with regulators 41 Overcoming challenges 43 Our Platforms 44 Improving our customers’ data experience 44 Looking forward 47 Increasing our service offerings 47 Promoting financial inclusion 48 Our Digifarm platform 49 Environmental Stewardship 51 Producing and consuming responsibly 51 Prioritising climate action 54 Expanding our use of clean energy 57 Digitising our environmental processes 59 Innovation and Partnerships 60 Embedding purpose 60 Partnering in health solutions 60 Partnering in education 61 Partnering in humanitarian aid 62 Partnering in IoT and ICT 62 64 OUR STAKEHOLDERS Customers 65 Consumer customers 65 Enterprise customers 67 Society 70 Understanding and responding to needs 70 Education 72 Health 74 Economic empowerment 75 Safaricom PLC Initiatives 76 Regulators 80 Keeping pace with a changing environment 80 Employees 82 Successfully transforming to Agile 82 Building value through Agile sprints 82 Nurturing Agile talent 83 Promoting diversity 83 Building women leaders 84 Equipping our people with skills 85 Engaging our employees 86 Key findings of the 2022 people survey 86 Embedding a culture of zero harm 88 Road safety 89 Business partners 92 Upholding our reputation and brand integrity 92 Suppliers 92 Dealers 95 Agents 96 Shareholders 97 Profiling our shareholders 97 Building trust 97 Evaluating our ESG performance 98 Media 99 Maintaining a positive working relationship 99 Increased media interest in sustainability 100 Leveraging electronic media 100 102 APPENDIX Key performance indicators summary 103