2019 Sustainable Business Report

SAFARICOM SUSTAINABLE BUSINESS REPORT 2019 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS STAKEHOLDER ENGAGEMENT CONCLUDING REMARKS 50 CONSUMER INNOVATION Our consumer business unit (CBU) continues to focus on driving the uptake and growth of internet usage by lowering the cost of data per MB and working with partners to make affordable devices accessible to the Kenyan market, continuously reducing the cost of 4G enabled devices. The number of smartphones connected to the network grew this year by 12 per cent, and the number of 4G-enabled smart phones by 50 per cent. The technology team worked to enhance coverage of the 4G network and deliver faster internet speeds. Data speeds improved from 54Mbps in March 2018 to 65Mbps in March 2019. FY19 FY18 FY17 FY16 Smart phones connected to the network (million) 12.2 10.9 11.5 7.8 4G enabled smartphones (millions) 3.3 2.2 1.8 0.7 In FY19, we rolled out a campaign to increase the penetration of 4G devices and ease congestion on the 3G network by migrating more customers to the 4G network for a superior user experience. Simpler Customer Journeys We have simplified our customer journeys so that there are only three steps from opt-in to purchase. 180,000 M-PESA Global active customers 22.6m M-PESA Customers in FY19 (30-day active) KSh 75 bn Revenue contribution +10.2% New devices & technologies offers visually impaired customers independence and convenience We are making our products and services more accessible for persons with disabilities through the facilitation of affordable and accessible assistive devices and technologies. An example is our partnership with Dot Incorporation for the development of Dot Braille Watch (smart watch) for the visually impaired. The device enables the visually impaired/Braille users to read all SMS notifications in Braille. It also has an additional functionality that enables them to manage calls, set time and alarm in braille.