Table of Contents 1 90

Safaricom - 2020 Sustainable Business Report

Introduction	5
FY20 in review	8
Our response to COVID-19	10
Message from the Chairman	11
Message from our outgoing CEO	13
Message from our incoming CEO	15
Our Business	18
Safaricom at a glance	20
Our business model	21
Our corporate strategy	22
True value assessment	30
Our Material Topics	35
Governance, business ethics and risk	36
Building regulatory resilience	41
Our network	44
Environmental stewardship	48
Innovation	54
Our Stakeholders	58
Customers	60
Society	65
Employees	72
Regulators	80
Business partners	82
Shareholders	87
Media	88
Concluding remarks	89
Acknowledgements	89
Contents	3

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