Safaricom 2023 Sustainable Business Report

37 OUR BUSINESS OUR STAKEHOLDERS KPI SUMMARY PATHWAY TO A PURPOSE-LED TECHNOLOGY COMPANY OUR MATERIAL TOPICS Training, both internally and externally, helps to promote our ethical culture. As indicated in the table in the next column, a total of 98% of our staff benefitted from ethics training and the entire Board was trained on Anti-Money Laundering / Countering the Financing of Terrorism (AML/CFT). We also conducted industry training on the Code of Business for Business in Kenya and collaborated with banks and Savings and Credit Co-Operative Societies (SACCOs) to implement joint controls on fraud prevention. Our customers benefitted from our campaigns to help them combat fraud. Campaigns ranged from quarterly above-the- line campaigns and monthly SMSs to social media awareness campaigns hosted by influencers we had identified as having many followers. EXPANDING OUR SECURITY SERVICES In exploring new avenues for growth, we expanded our range of services on our Managed Security Services (MSS) platform for enterprise customers. Building on our existing security information and event management system (SIEM), we are deploying security orchestration, automation, and response (SOAR) to automate repetitive manual tasks for analysts giving them more time for investigations, reducing alert fatigue with the increasing number of customers being on-boarded and streamlining the incident response process across the teams and customers. We also redesigned the urchin tracking module (UTM) to accommodate more services such as long-term evolution (LTE) and product bundling: bundled domain hosting with Secure Sockets Layer (SSL) certificates for all cloud customers to enhance the security of online transactions and customer privacy. This was further enhanced with the procurement of Nessus certificates to support the automated and continuous scanning of the customer’s assets. Leveraging our extensive experience and expertise in cyber security, we aimed to deliver added value and meet the evolving needs of our clients. We achieved this by upskilling our technical resources in both vendor certifications and industry certifications to keep up with the changing technologies and giving us a competitive edge against our managed service security (MSS) peers. We were pleased to note a significant growth in the adoption of our managed cyber security services, from KSh 4 million in FY18/19 to KSh 140 million in FY22/23. This positive trend reflects the increasing recognition and trust our customers have placed in our capabilities to effectively manage and protect their digital assets. We remain committed to delivering best- in-class MSS while staying ahead of emerging threats and providing comprehensive solutions to meet our clients’ evolving security needs. ETHICS & RISK TRAINING (% OF TOTAL STAFF) FY20 FY21 FY22 FY23 % of total staff attending ethics and anti-corruption training ^ 96% 98% 98.5% 98% ^ PWC assured FY23 ANTI-CORRUPTION MONITORING MEASURES Risk assessments (bi-annual cycle): Comprehensive evaluations of a range of risks, from operational and strategic to ethical and reputational. Fraud reviews: Conducted on specific areas/ processes suspected of having become compromised. Audit reviews: In-depth reviews that evaluate specific internal controls and processes. Special request reviews: Reviews of special areas/ processes requested by management. 18 14 10 5 23 19 2 6 8 11 17 4 17 19 9 8 FY23 FY22 FY21 FY20