2020 Safaricom Sustainable Business Report Final

RESILIENCE THROUGH TRANSITION

2020 SUSTAINABLE BUSINESS REPORT

INTRODUCTION

OUR BUSINESS

OUR MATERIAL TOPICS

1

Welcome to our Sustainable Business Report

3 Introduction

6 FY20 in review 8 Our response to COVID-19 9 Message from the Chairman 11 Message from our outgoing CEO 13 Message from our incoming CEO

16 Our Business

18 Safaricom at a glance 19 Our business model 20 Our corporate strategy 28 True value assessment

33 Our Material Topics

34 Governance, business ethics and risk 39 Building regulatory resilience 42 Our network 46 Environmental stewardship 52 Innovation

56 Our Stakeholders

58 Customers 63 Society 70 Employees 78 Regulators 80 Business partners 85 Shareholders 86 Media 87 Concluding remarks 87 Acknowledgements

OUR STAKEHOLDERS

CONCLUDING REMARKS

CONCLUDING REMARKS

OUR STAKEHOLDERS

OUR MATERIAL TOPICS

OUR BUSINESS

INTRO

INTRODUCTION

SAFARICOM 2020 | SUSTAINABLE BUSINESS REPORT

2

INTRODUCTION

3

03 Introduction 06 FY20 in review 08 Our response to COVID-19 09 Message from our Chairman 11 Message from our outgoing CEO 13 Message from our incoming CEO

OUR BUSINESS

OUR MATERIAL TOPICS

DUCTION

The nature of telecommunications continues to evolve and so do we. We are transforming beyond being a `telco' to being a purpose-led technology company. Our core offering of voice and data services has expanded to encompass a broad range of sophisticated digital lifestyle products and services that support the aspirations and requirements of consumers, businesses and public sector clients.

Our products and services play a central role in the daily lives of just under 35.6 million Kenyans. Our purpose continues to be transforming lives and we are dedicated to delivering connectivity and innovative services that can truly improve the quality of life and the livelihood of every person we reach.

We seek to contribute to sustainable business throughout Kenya and remain committed to managing our operations responsibly and ethically, together with using our influence to highlight and address sustainability challenges. This report offers an overview of what we have achieved in this regard during the year.

OUR STAKEHOLDERS

CONCLUDING REMARKS

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