Orange in Africa, the Middle East and Asia

edition

2014

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our presence in Africa, the Middle East and Asia

Lebanon Tunisia

Morocco

Iraq

Jordan

Bahrain

Egypt

Mali

Niger

Senegal

Vietnam

Guinea Guinea-Bissau

Côte d’Ivoire Cameroon

Central African Republic

Equatorial Guinea Democratic Republic of Congo

Uganda Kenya

Wallis-and-Futuna

subsidiaries Vanuatu

Orange Labs Technocentre Groupement Orange Services

mobile Korek Telecom (Iraq) Meditel (Morocco) Mobinil (Egypt) Orange Bissau Orange Botswana Orange Cameroon Orange Central African Republic Orange Côte d’Ivoire Orange Democratic Republic of Congo Orange Guinea

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Orange Equatorial Guinea Orange Jordan Orange Kenya Orange Madagascar Orange Mali Orange Mauritius Orange Niger Orange Senegal Orange Tunisia Orange Uganda Telecom Vanuatu

Madagascar

Mauritius

Botswana

fixed line

internet

Côte d’Ivoire Telecom FCR Vietnam FCR Wallis-and-Futuna Getesa (Equatorial Guinea) Jordan Telecom Mauritius Telecom Meditel (Morocco) Orange Niger Orange Tunisia Sonatel (Senegal) Telecom Vanuatu Telkom Kenya

Lightspeed Communications (Bahreïn) Côte d’Ivoire Telecom LinkdotNet (Egypt) FCR Wallis-and-Futuna Getesa (Equatorial Guinea) Meditel (Morocco) Mobinil (Egypt) Orange Botswana Orange Cameroon Orange Central African Republic Orange Guinea

Orange Jordan Orange Madagascar Orange Mali Orange Mauritius Orange Niger Orange Senegal Orange Tunisia Orange Uganda Sodetel (Lebanon) Telecom Vanuatu Telkom Kenya

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editorial Marc Rennard,

Executive Vice-President Africa, the Middle East and Asia

Our Group continues to be over the years a major player in the economies of all our host countries, and our commitment to being a socially-responsible company is strongly embedded in every facet of our activities. We believe in innovative, win/win solutions in the countries where we operate, just as we are committed to the co-development of solutions in partnership with all our local and global stakeholders. In 2013 we exceeded the symbolic milestone of 100 million customers in Africa and the Middle East. Together, we pursued innovation for everyone. The success of Orange Money which now counts more than 9 million customers and the explosive growth in the number of Internet customers connected via our networks, both testify to our dynamic momentum. A strong team effort has enabled us to achieve success in deploying operational excellence and optimizing costs. We are recognized by customers as the leader in quality of service, we introduced very successful pan-AMEA marketing campaigns, and we now efficiently share passive infrastructure. These successes have earned us numerous awards and external recognition. We have big ambitions for 2014. We aim to accelerate our resource sharing programmes to continue to support our customers in discovering new uses, with a focus on swift responsiveness and continued efficient management of costs. Together, we’ll continue to make Orange the preferred operator for all customers.

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highlights 2013

#1 in in mobile mobile network network coverage coverage #1

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AMEA at the heart of the Orange Group Orange is one of the world’s leading telecommunications operators. Orange is present in 32 countries, including 23 in Africa, the Middle East and Asia (AMEA), a region where we serve 100 million customers. The Group’s operations in AMEA are part of a strategic long-term development plan, anchored in a differentiating customer experience and supported by the deployment of the Orange brand.

be the preferred operator for our customers The African continent is expected to have 500 million mobile phone users by 2016. This creates exciting growth potential for Orange for mobile and related services. Our aim is for Orange to become the preferred operator among customers in the AMEA region by offering best-in-breed service quality for both voice and data, and by delivering innovative services that are always aligned with our customers’ needs. To support the economic and social development of countries in the AMEA

region, Orange continually innovates, helping local communities build a digital world with access for the largest possible number of people. We propose specific solutions to meet essential needs in the areas of education, healthcare, agriculture, financial services and administrative services. The Group pursues an external growth policy and is ready to seize appealing consolidation opportunities in few national markets. www.orange.com

our ambition in Africa, the Middle East and Asia ■

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be n° 1 or n° 2 in all countries where we are present in Africa, in the Middle East and in Asia become the leader on the Internet

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assert our corporate social responsibility in Africa and the Middle East and invest sustainably

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innovation The Group’s worldwide experience and expertise, in particular through the Technocentres based in Amman and Abidjan, represent key competitive strengths for each of the countries where we operate in Africa, the Middle East and Asia. We draw on this expertise and deep knowledge of user expectations to develop innovative solutions aligned with the needs of the people in these countries.

focus innovation to guide our initiatives

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facilitate broader access to the Internet and telephone services

Our goal is to make it easy and convenient for everyone to access voice and text messaging services, plus of course the Internet. Access is key to helping people overcome isolation and improve their quality of life. Our solutions include PIXI (entry level phones with USSD connection and Web 2.0 access), Village Phone, Bonus Zone, Pay For Me, Emergency Credit, Mobile Agricultural Services, mobile payment and Internet For All.

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provide mobile payment services for everyone

The number of people with bank accounts in Africa represents barely 10% of the population, while more than half of all Africans have mobile phones. Our Orange Money offer lets people link an account to a mobile number, transfer money, receive wages or pay bills. Partnerships with Visa and Total enriched the catalogue of Orange Money services in 2013.

We also propose premium services such as HD Voice, mobile TV and IPTV. We offer attractive services for younger customers who want to get the most out of their mobile devices: streaming music on demand with Deezer, the Football Fan Club community platform, Orange Facebook and much more.

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We support economic and social development in all our host countries with solutions tailored to the needs of SMEs. Our comprehensive portfolio of communications for smaller businesses includes: Popmail (email using text messages), Internet Everywhere, thanks to a USB dongle and a prepaid account, AudioConferencing, the Video to Protect video surveillance service, Surf and Pay (a solution that lets a business charge per minute or MB for Internet access) plus the My Office all-in-one solution (email, organizer applications, instant messaging, etc.).

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focus Orange Money: more than 9 million customers

support small business entrepreneurship and the local economy

make a long-term social contribution to society

Available in 14 countries in Africa and the Middle East*, the Orange Money mobile payment service confirmed its successful momentum in 2013. Orange Money continued to be hugely popular as the customer franchise multiplied by a factor of 1.6, and transaction volume tripled to more than 2 billion euros. Several major developments: ■

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Orange Money Transfer International, the first mobile-to-mobile money transfer service between Côte d’Ivoire, Mali and Senegal a partnership with Total lets our customers access Orange Money in 1,600 Total service stations in the AMEA region

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the partnership between Orange Botswana and VISA a world first gives Orange Money customers a host of new transaction possibilities at points of sale, online, or using ATMs MobiCash was launched in Egypt

Mobile payment services are a strategic growth outlet for Orange in Africa and the Middle East. The goal is to make them essential services within a three-to-five year horizon. * Botswana, Cameroon, Côte d’Ivoire, Egypt, Guinea, Jordan, Kenya, Madagascar, Mali, Mauritius, Morocco, Niger, Senegal, Uganda

We provide simple, practical and useful solutions that help people in their day-today lives. Our Voice Assistant, for example, lets people who are sight or cannot read take full advantage of their mobile device. Thanks to a special mobile service we developed, people can register the birth of a child from isolated villages. Orange is also very active in the agricultural sector, deploying m-Agri mobile services that enhance the entire agricultural value chain, improving the lives of farmers across the continent. These advances include the Sénékéla project in Mali and Labaroun Kassoua in Niger.

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customer experience Orange aims to be the preferred operator in all the countries where we are present. We achieve this thanks to a proactive commitment to quality, a clear and simple product offering and straightforward customer relations, all adapted to the expectations of customers in each market.

a superior quality network and simple services In the fiercely competitive markets we serve, we aim to be the operator that delivers the best customer experience thanks to optimal network quality, attractive offers, simple customer fulfilment and efficient service.

infrastructure sharing Quality of service is an essential imperative. To guarantee optimal quality, improve the cost structure and optimize our investments, we share our passive infrastructures, our networks and our best practices for operations. We pursue this approach in Uganda, Côte d’Ivoire, Cameroon and other countries.

Because the excellence of the “network experience” is a strategic priority, we continually identify ways to optimize network operations and availability for customers for both voice and data. We regularly measure the perception of our products and services, as well as the relationship forged with customers at every contact point. Feedback guides us to continually improve our quality.

loyalty strategy We also concentrate on developing products and services that make life easier for our customers and secure their loyalty. Services like Orange Money and the mobile payment, digital service fulfilment (paperless call credit top-up, etc.) and SIM card swapping all enhance customer loyalty. Professional service in Orange stores and from customers services

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platforms is equally essential to deliver operational excellence for customers and always meet and anticipate their needs. Most countries in the region have customer contact centres on social networks, thus strengthening the direct relationship our customers want by providing simple digital access, available 24/7.

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focus Orange, official sponsor of African football

Orange, a leader in B2B across AMEA

The Orange Africa Cup of Nations is one of the continent’s most popular sporting events. After South Africa in 2013, the 30th edition is scheduled for 2015 in Morocco. This is a major event for the Group, which is the primary sponsor and also the title sponsor of six major Confederations of African Football competitions until 2016.

a concrete commitment to serving Africa’s supporters and always remaining in close touch with their needs and expectations. This commitment leads to a portfolio of services, unified offers and integrated advertising campaigns in all our host countries in Africa.

The Group is a top-tier player in the business-to-business segment in the AMEA region, a market that counts nearly six million enterprises and harbours substantial growth potential. In 2013 our B2B activities posted growth of nearly 8%, consolidating our position as the preferred telecom partner for both international and local businesses.

In addition to this major partnership, the Group sponsors the national teams of Botswana, Cameroon, Guinea, Mali, Niger, Democratic Republic of Congo and Senegal.

get all football news on our website www.starafrica.com

We provide large enterprises with reliable, high-performance services, coupled with a best-in-breed customer experience. We also support small and mid-size enterprises with package solutions and services tailored to their specific needs, enabling them to leverage the benefits of broadband internet and optimize the cost and use of their mobile fleets.

Football is more than a sport in Africa, it is a shared passion and a common language spoken by everyone. Our support for African football is part of

We will continue to develop our core expertise as a fixed and mobile operator,

especially in mobile data and machine-tomachine (M2M) services, and at the same time roll out targeted cloud services and IT solutions, such as network security or hosting and applications management services. We regularly measure customer quality perceptions to drive continuous improvements in the customer experience, thanks to a targeted end-to-end approach that spans every step in the B2B customer relationship. The Group’s Orange Business Services unit, a global leader in integrated communications solutions, supports multinationals and large local or regional enterprises throughout Africa, the Middle East and Asia with high value-added services. Thanks to Orange, they enjoy access to the largest seamless voice and data network in the world, covering 220 countries and territories.

World Communication Awards: “Best Global Operator”: in 2006, 2007, 2008, 2009, 2012 and 2013 “Best Cloud Service”: in 2013 with Flexible Contact Center in 2012 with Business Together as a Service

Sofrecom, a key development partner Sofrecom, a subsidiary of the Orange group, has for the past 48 years acquired unique expertise in every segment of telecoms operations, making it a recognized leader in telecoms consulting and engineering. With experience in both mature and emerging economies, combined with an intimate understanding of changes that are reshaping the telecommunications market, Sofrecom is a top-tier partner to telecoms operators,

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governments and international investors. Sofrecom’s expertise spans Planning, Consulting, Networks, Services and IT. Rich in its diversity, with almost 1,500 consultants and experts of 34 nationalities and 11 local offices, Sofrecom is ideally positioned to support even the most complex projects. Sofrecom, The Know-How Network. www.sofrecom.com

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talents Orange has for many years worked to create a positive environment for the Group’s people anchored in confidence, thus encouraging engagement, skills development and successful career paths.

Orange certified “Top Employer Africa 2014” The “Top Employer Africa 2014” label rewards Orange’s human resources development policy, which places people at the heart of our conquests 2015 strategic plan: “Make Orange an employer of choice that people trust in all our host countries”. This label recognizes the efforts and initiatives deployed in the AMEA region to

support the professional growth of all staff through training and skills development (notably in Côte d’Ivoire, Mali, Egypt, Uganda and Senegal). It also demonstrates that the six key commitments in the Orange People Charter are very much a reality at the local level.

Orange People Charter Orange launched the Orange People Charter in 2011 to create an environment and conditions that nurture success and fulfilment for all employees. Based on

positive cooperation between Orange and its people, the Charter has been implemented at AMEA subsidiaries, centred on six key commitments.

Orange’s six key commitments as an employer ■

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be an ethical and socially responsible employer offer career and development opportunities provide a work environment for outstanding customer satisfaction

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empower managers and hold them accountable for progress and success provide a positive quality of life at work recognize and reward employees for their individual and collective contributions to our success

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skills development: a new Orange Campus site inaugurated in Dakar Our training policy supports the skills development of our staff and ensures fulfilling career management at every stage in their professional itinerary. We are committed to developing vocational, management and technical skills.

Orange inaugurated a new Campus in Dakar in 2013. Located in the heart of the Senegalese capital’s technology cluster, the Campus offers a range of training programmes, especially for the 1,000 managers of Orange subsidiaries in West Africa (Mali, Guinea, Guinea-Bissau, Niger, Côte d’Ivoire and Senegal), as well as Central Africa (the Central African Republic, Cameroon and the Democratic Republic of Congo can also take advantage of these programmes).

Within the scope of its international programmes, the Campus also welcomes managers from all Orange countries, thus promoting the diversity and gender equality that are part of the Orange Campus DNA.

Targeted “skills academies” have seen dynamic development too, training mobile technicians in Morocco and Tunisia, in addition to ongoing courses for product marketing managers in Côte d’Ivoire and Senegal.

The creation of this new site reaffirms Orange’s commitment to building a vibrant global management community and to supporting managers in their day-to-day responsibilities.

There was a significant increase in B2C training as well as new countries joined the programme thanks to local “training the trainer” sessions, joined by deployment of targeted skills training (in-store sales, indirect sales, etc.). Both classroom sessions and digital training are available.

priority on international mobility Promoting international career opportunities lets us accelerate sharing of best practices, cascade expertise, and enable enriching multi-cultural exchanges. We provide job mobility opportunities between the Group and its subsidiaries, including the Talent Sharing program, which since 2004 has given Group employees chances to work in other countries.

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from left to right: Marc Rennard (AMEA Executive Director), Alioune N’diaye (Sonatel CEO), Bruno Mettling (Executive Vice President - Group HR Director), Gana Ndoye (Sonatel HR Director)

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sustainable commitments New information and communications technologies make a pivotal contribution to social and economic development in Orange’s host countries. They are also key enablers for the Group’s own growth. This is why Orange initiated the “O4D” Orange for Development initiative, which is being actively deployed across the AMEA region.

responsible economic and social development The O4D initiative coordinates our approach and the various actions behind our commitment to social and economic development. This programme identifies key success factors to ensure exemplary governance and fruitful partnerships. In AMEA, developing specific solutions for rural and farming communities is a priority in the years ahead.

Our commitment to protect the environment remains as strong as ever, with particular emphasis on reducing energy consumption in all our activities and recycling mobile phones.

The Orange Foundation has been engaged in philanthropy initiatives in Africa, Europe, the Middle East and Asia since 2005 and is currently providing support for projects in 17 countries across the AMEA region, in healthcare, education and culture. The Foundation’s work actively contributes to the social and economic development of communities. The Orange Foundation helps people especially women and children - take more control and improve their daily lives, enabling them to connect with the world and build a better future. Providing them with digital solutions is one important way to achieve this. Among other initiatives, the Foundation provides free access to educational content for primary and secondary schoolchildren (Wikipedia), math and science courses (Khan Academy), digital books and more.

This commitment to the most vulnerable populations in Africa is stronger than ever in 2014, including for support for a range of projects in conjunction with NGOs and local associations. The Foundation also continues to deploy “Village Projects”, which aim to provide one water point, one school and one health centre for each village. Seven villages were inaugurated in 2013 in Côte d’Ivoire and Madagascar and several dozen are planned this year in Niger, Madagascar, Tunisia, Senegal and Cameroon. Eight Orange subsidiaries in the AMEA region now have their own local foundations: Botswana, Cameroon, Côte d’Ivoire, Mauritius, Madagascar, Mali, Niger and Senegal. This puts the different participants as close as possible to needs, ensuring more efficient project implementation and management.

www.fondationorange.com

targeted actions: ■

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We are committed to establishing sustainable partnerships with key local players to gain a deeper understanding of needs and broaden access to innovative solutions.

Orange Foundation

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excellence in infrastructure and network coverage high-quality, innovative solutions consolidation of an ecosystem that feeds greater use of new technologies

ethical conduct, a core value for the Group The Group maintains an unwavering commitment to conduct its business ethically, with honesty and integrity, and in strict compliance with all applicable laws and standards. Respect, trust, openness and responsibility underpin everything that we do.

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We have introduced an extensive campaign at all AMEA subsidiaries to raise awareness and prevent corruption, as set out in the Group’s Code of Ethics. Orange has a “zero tolerance” policy towards corruption and has deployed a network of ethics and compliance officers in all of our host countries.

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© P.Allan, C. Marmarot – February 2013

Bahrain - Botswana - Cameroon - Central African Republic - Côte d’Ivoire - Democratic Republic of Congo - Egypt - Equatorial Guinea - Guinea-Bissau - Guinea - Iraq - Jordan - Kenya - Lebanon Madagascar - Mali - Mauritius - Morocco - Niger Uganda - Senegal - Tunisia - Vanuatu - Vietnam Wallis-and-Futuna Orange AMEA

78 rue Olivier de Serres 75505 Paris Cedex 15-France +33 (0) 1 44 44 22 22 [email protected]

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