2022 Sustainable Business Report

95 PARTNERING FOR GROWTH: TRANSFORMING LIVES | KPI SUMMARY OUR MATERIAL TOPICS OUR BUSINESS OUR STAKEHOLDERS WOMEN IN BUSINESS PERFORMANCE INDICATORS FY19 FY20 FY21 FY22 Number of women-owned businesses 178 205 227 236 Number of women suppliers as a percentage of supplier base 10.7% 10.2% 9.7% 8.59% Number of unique WIB who have participated in tenders 31.5% 23.4% 14.1% 16.10% Procurement spend (KSh billion) 2.4 1.77 1.7 2.38% Percentage procurement spend for WIB vs gross procurement value 3.2% 2.3 % 2.3% 3.07% DEALERS Our physical engagements with our dealers increased following the easing of COVID-19 restrictions and this has further enhanced Safaricom’s relationship with them. We engaged with 435 dealers in six virtual forums in the first half of the year and following the easing of COVID-19 restrictions, with the same number in face- to-face forums in the second half of the year. Changing consumer behaviour saw increased digital airtime consumption rather than physical consumption and this positively impacted dealers as fewer resources were required to deal with consumers. OUR DEALER NETWORK FY19 FY20 FY21 FY22 No. of active dealers 433 440 435 435 No. of dealer relationship managers 6 6 6 6 No. of area sale managers/ active sales managers 40 42 42 42 We strengthened our dealer network in several ways by: • Converting 397 dealer outlets to dealer express care outlets, creating more touch points for consumers where they can resolve issues. We also conducted training and in certain instances, pay a high percentage of our dealers’ salaries. • Facilitating opportunities for dealers as regards Lipa Mdogo Mdogo phones, to the extent that sales increased by 20%, with over 300 000 devices sold through the dealer channel. • Continuing to digitise and streamline dealer processes, rolling out digital airtime distribution across the dealer network and helping to facilitate digital customer acquisition. • Supporting dealers in meeting regulatory subscriber requirements with our Know Your Customer (KYC) awareness campaign and the Jiandikishe KYC app. A total of 30 000 tills are now on the KYC app, with 35 million customers reached. • Opening market device sales within dealer outlets to help increase dealer revenue without their having to open new outlets. • Providing the financial support for the branding on all 850 dealer vans. • Supporting dealers with 5 000 MobiGo 2 devices. This subsidised, affordable smartphone has no calling functionality, but enables dealers to connect to the internet. • Onboarding new banks (ABSA, Cooperative and Family Bank) in addition to Stanbic and the Kenya Commercial Bank (KCB) to facilitate dealers’ access to funds. • Training 465 dealer staff on customer handling skills and systems training, including CRM, M-PESA and Bonga. MOBILITY SCHEME Cumulative number of bikes FY19 FY20 FY21 FY22 1 978 2 465 2 633 2 515