2022 Sustainable Business Report

47 PARTNERING FOR GROWTH: TRANSFORMING LIVES | KPI SUMMARY OUR STAKEHOLDERS OUR BUSINESS OUR MATERIAL TOPICS LOOKING FORWARD Despite the challenges associated with 5G, we continued to go beyond by: • Deploying the Internet of Things (IoT) and embedded SIM (eSIM) cards. • Activating innovative features such as VoLTE and voice over broadband (VoBB); VoLTE now has 700 000 daily active users accounting for 6% of total voice traffic. • Focusing on cost reduction and reallocating costs to more critical areas. Cost reduction was achieved through contract negotiations with our vendors and partners. • Using data insights to further delight our customers through revamped customer experience tools and crowdsourced data via Facebook and NetPerform to gather data and understand our customers' experiences with our network. This has enabled us to anticipate the needs of our customers better. • Monitoring new services recently rolled out, such as fibre to the home and fixed long-term evolution (LTE) fixed wireless (FWA) access and migrating FWA customers to 4G time-division duplexing (TDD) and 5G networks, thereby freeing up the existing 4G radio network to fully cater for mobile consumers while the FWA enjoy the superior experience of 4G TDD and 5G networks. • Successfully trialling VoWiFi which enables fibre to the customer’s home/building to make voice calls using fixed network. Roll out to customers is currently underway. • Building on the launch of the Mtandao mobile app, which empowers Safaricom customers using android devices to monitor their network experience easily and conveniently. We will achieve this by integrating Mtandao into the MySafaricom app as a channel for customers to raise network complaints. INCREASING OUR SERVICE OFFERINGS Since 2007, M-PESA has grown to be Kenya's leading household mobile money transfer platform, an alternative method to access financial services and save (not store), transfer and borrow money through their mobile phones. As a result, those who had been previously excluded from formal financial activities (for example, saving and sending money) have been able to participate actively in the financial industry for the past 15 years. We launched a new M-PESA super app to cater for subscribers’ digital lifestyles and empower businesses through the mini apps programme (where over 32 mini apps have already been loaded). During the reporting period there were over 2.7 million 30-day active users with 1.1 million transacting and 249 000 business app downloads. Advantages of the super app include: • Using and completing transactions without bundles or even when offline. OUR M-PESA API & DEVELOPERS (DARAJA) PORTAL PERFORMANCE Apps deployed on production via Daraja Actual products accessible via the API platform 28 000 13 Unique developers with apps in production 25 489 Active developers interacting with Daraja after sign-up Highly active developers* * Apps with more than 50 transactions per hour 49 000 178 Daily average developer activity on Daraja 2 500