Safaricom 2023 Sustainable Business Report

43 OUR BUSINESS OUR STAKEHOLDERS KPI SUMMARY PATHWAY TO A PURPOSE-LED TECHNOLOGY COMPANY OUR MATERIAL TOPICS BREAKDOWN OF NETWORK NPS FY20 FY21 FY22 FY23 76 86 57 66 80 78 86 62 71 82 76 81 60 74 79 73 81 70 65 78 SIGNAL COVERAGE VOICE QUALITY DATA COVERAGE DATA SPEED OVERALL NETWORK COVERAGE (% OF POPULATION) 96% 5 314 96% 6 046 94% 5 275 95% 6 025 96.9% 6 316 77% 4 342 95% 5 920 96% 5 526 97.7% 6 325 95% 5 500 94% 5 387 96.5% 6 232 FY23 FY23 FY22 FY22 FY21 FY21 FY20 FY20 2G 2G 3G 3G 4G 4G BASE STATION TYPE Still on the positive side, following the issuing of Requests for Proposals (RFPs), we renegotiated, prices, thereby achieving costs savings. On the downside, we did not achieve our base station target, as we were 12 stations under target for 2G, 3G and 4G. This was due to delays in obtaining construction approvals from some government authorities. In addition, there was a slight decline in signal coverage as well as data speed. NETWORK AVAILABILITY & STABILITY FY20 FY21 FY22 FY23 Avg. weekly unavailable minutes (power NUR) ^ 11.9 11.4 14.5 4.09 Avg. radio access network service unavailability rate (SUR minutes) ^ 32.4 24.7 29.47 29.998 % base stations connected to grid (in total) 94.5 93.56 94 94 *Rectifier modernization (new KPI for FY22) - - 155 278 *Rectifier modernisation is installation of intelligent rectifiers with remote monitoring capabilities with higher efficiencies. Unlike the old rectifiers, we can monitor these rectifiers remotely and even control other power elements such as the different energy sources and the charging of batteries for an optimum energy mix, thereby reducing emissions and costs. ^ PWC assured FY23 INDEPENDENT QUALITY OF SERVICE RESULTS Service & KPI FY20 FY21 FY22 FY23 Voice Call setup success rate 1 st 1 st 1 st 1 st Dropped call ratio 1 st 1 st 1 st 1 st Speech quality 1 st 1 st 1 st 1 st Data Mean user data rates- download 1 st 1 st 1 st 1 st Mean user data rates- upload 1 st 1 st 1 st 1 st Mean web browsing session time 1 st 1 st 1 st 1 st Network delay 1 st 1 st 1 st 1 st