Safaricom 2018 Sustainable Business Report

31 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS STAKEHOLDER ENGAGEMENT 2018 SUSTAINABLE BUSINESS REPORT Helping customers tackle fraud During the year, we continued to help customers safeguard themselves from social engineering attacks and the criminal syndicates that target M-PESA users. As prevention is far better than cure, our focus remains on raising awareness of the common techniques used by crime syndicates and to offer advice on steps customers can take to prevent being defrauded. We ran a series of programmes during the year, including print, radio and digital media campaigns, along with mass market caravan road shows and other activations in rural areas. Assuring the deployment of our new billing system The risk management division also played an important role in the successful deployment of the CBS v5.5. billing system during the year. The deployment was considered a high-risk undertaking due to the complexity of the system and its potential impact on customers and revenue. Fifteen members of the division worked on the project for four months, as part of the larger team, and played a central role in data migration, product assurance, user access management, performance testing, redundancy testing and project governance. ETHICAL BEHAVIOUR Our ethics and values are the principles and standards that guide our behaviour as employees and individuals. The management Ethics Committee provides strategic direction and oversight on our ethical awareness initiatives. We use an independent ethics perception survey and preventative measures like our continuous ethics awareness and staff anti-corruption training programmes to monitor and manage the ethical culture across all of our operations. We use our supplier Code of Conduct and the Code of Ethics for Businesses in Kenya to manage the ethical culture of our business partners. Staff ethics training and awareness sessions We conduct regular ethics awareness sessions with staff every year. The focus of these sessions is to address any concerns revealed by the ethics perception survey. The survey is an independent assessment of the opinions of our internal and external stakeholders conducted by the Ethics Institute of South Africa. Topics covered during the ethics awareness sessions held throughout the year included sexual misconduct, duty to report and conflicts of interest. Anti-corruption preventative measures FY18 FY17 FY16 FY15 Ethics and anti-corruption staff training (% of total staff) 98% 98% 98% 94% High-risk departments* 98% 98% 98% 97% Medium-risk departments 98% 98% 98% 83% * Due to the nature of their work, these departments are more susceptible to fraud We achieved a 98 per cent participation rate again this year, despite training more than 1,000 additional members of staff during the year. The increase was due to the employment of additional personnel and the decision to include contract and temporary members of staff in the training sessions as well. We attribute this excellent achievement to the continued understanding of the importance of these sessions across the business. S D G 1 6 We also continue to monitor suspicious activity on the M-PESA platform and will investigate and report suspicious M-PESA transactions within seven days to the Mobile Money Investigations Unit (MMIU), which effectively investigates cases of mobile money fraud committed by cartels and forwards such cases for prosecution. S D G 1 6