Bahrain - Botswana - Cameroon - Ivory Coast - Egypt - Guinea - Guinea-Bissau - Equatorial Guinea - Mauritius - Iraq - Jordan - Kenya - Lebanon - Madagascar - Mali - Morocco - Niger - Uganda - Central African Republic - Democratic Republic of Congo - Senegal - Tunisia - Vanuatu - Vietnam - Wallis-and-Futuna the France Telecom Orange Group in Africa, the Middle East and Asia Orange proud sponsor of African football 2009-2016 edition 2012 France Télécom Orange AMEA 6, place d Alleray 75505 Paris cedex 15 - France tél.: +33 (0)1 44 44 22 22 e-mail: contact.amea@orange.com
the France Telecom Orange Group Middle East and Asia + 226 million customers The Orange Africa Cup of Nations, which took place in Gabon and Equatorial Guinea in 2012, is the world s third most popular sporting event. 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. In addition to this major partnership, the Group sponsors the national teams of Botswana, Cameroon, Ivory Coast, Guinea, Mali, Niger and Senegal. 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 a concrete commitment to serving Africa s populations 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. France Telecom-Orange is one of the world s leading telecommunications operators with 172,000 employees worldwide, including 105,000 employees in France, and sales of 45.3 billion euros in 2011. Present in 35 countries, the Group had a customer base of 226 million customers at 31 December 2011, including 147 million customers under the Orange brand, the Group s single brand for internet, television and mobile services in the majority of countries where the company operates. Moreover, the Group had 167 million mobile customers and 14 million broadband internet (ADSL, fibre) customers worldwide. Orange is one of the main European operators for mobile and broadband internet services and, under the brand Orange Business Services, is one of the world leaders in providing telecommunication services to multinational companies. With its industrial project, «conquests 2015», Orange is simultaneously addressing its employees, customers and shareholders, as well as the society in which the company operates, through a concrete set of action plans. These commitments are expressed through a new vision of human resources for employees; through the deployment of a network infrastructure upon which the Group will build its future growth; through the Group s ambition to offer a superior customer experience thanks in particular to improved quality of service; and through the acceleration of international development. www.orange.com Vietnam Vanuatu Wallis-and-Futuna Orange is proud to offer football supporters unique products and services that transform their passion for the sport into a unique experience. get all football news on our website www.starafrica.com figures +6 % growth in sales* 25 countries 84 million customers** 21 000 employees 1,1 billion investments** 5 billion revenues** 1 * excluding Ivory Coast and Egypt ** including non consolidated companies. 14
editorial Several countries where our Group operates in Africa and the Middle East experienced considerable turbulences in 2011, facing major challenges to their economy, society and people. Today, they have moved forward to enter a new phase of renewal and reconstruction. At the same time, we confirmed our longterm commitment to the AMEA region. We expanded our presence in Iraq with the acquisition of a stake in mobile operator Korek Telecom, and in the Democratic Republic of Congo, where we acquired the local operator CCT. To become the preferred operator of all the populations we serve, we continue to focus on supporting the economic and social development of these regions, since this is the cornerstone of sustainable business success. Our local teams apply their talents every day to deliver the products and services our customers expect. Our commitment to top quality service creates a distinctive competitive advantage and lets us continue to transform the promise that today changes with Orange into a tangible reality. Marc Rennard, Executive Vice-President International Africa, Middle East and Asia region 2
strategic development Developing business in emerging countries is one of the main components of the Group s conquests 2015 plan. The objective is to double our revenues in these markets within five years. become the preferred operator for our customers The Group s operations in the Africa, Middle East and Asia (AMEA) region are part of a strategic long-term development plan, anchored in a differentiating customer experience and supported by deployment of the Orange brand. The mobile market has grown at a very steady pace over the last three years in AMEA countries. With a penetration rate of approximately 60 % in Africa in 2011, there is clearly significant potential for further development in mobile and mobile uses in the years ahead. 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 aligned with our customers needs. The Group pursues a selective acquisition policy in the countries where we operate and is ready to seize appealing consolidation opportunities in few national markets. our ambition in Africa, the Middle East and Asia 7 billion euros of turnover in 2015 become 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 assert our corporate social responsibility in Africa and the Middle East and invest sustainably 3 4
lands of innovation The Group s worldwide experience and expertise, 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. custom-tailored innovation To speed time to market for innovative services matched to the needs of our customers in Africa and the Middle East, we especially draw on the expertise of our Technocentre in Abidjan (Ivory Coast), as well as the Technocentre in the Jordanian capital, Amman. These premises add to the flow of innovation from the Orange Technocentres in Châtillon (France), London (United Kingdom) and Cairo (Egypt). focused innovation to guide our initiatives facilitate broader access to the Internet and telephone services developing access to voice and SMS services and the Internet for everyone remains a top priority for Orange, which sees this approach as a key element in overcoming geographic isolation and improving quality of life for the populations in this region. We 1also propose premium services such as high-definition mobile voice and iphones. 2provide mobile payment services for everyone although over half of all Africans own a mobile phone, less than 10% have a bank account. The Orange Money service allows its users to open an account, transfer funds, receive their salary, pay bills, and many other services. More than 3.5 million customers have already signed up for the service, which offers significant further growth potential. focus the new Technocentre in Abidjan At the end of 2011, Orange opened its first Technocentre in Sub-Saharan Africa, in Abidjan capital of the Ivory Coast. With a focus on mobile multimedia solutions for the continent (including Orange Money), the Abidjan Technocentre channels its efforts into three main areas, working with developers, start-ups and students from host countries: designing content services for entry-level phones, used by the majority of customers in Africa (mainly via text and voice services). facilitating access to social networks, which are how most people in the region today stay in touch with contacts at home and abroad. nurturing an ecosystem that supports project sponsors and helps launch promising initiatives. 3support small business entrepreneurship and the local economy the Group encourages the development of small and mid-size enterprises in the countries where we do business. We offer a range of solutions to help them in their day-to-day activities and customer relationship management: Popmail (email to SMS), Internet Everywhere using a 3G dongle and a prepaid account, AudioConferencing, videosurveillance and Surf & Pay, which lets customers share and re-charge Internet access. 4make a sustainable contribution to society Orange provides useful and user-friendly solutions to help people in their daily lives. Pocket Agricultural Feed, for example, is designed to help small farmers in their day-today dealings with buyers. We also deliver e-health solutions, such as the SMS-based Text to Change service to raise awareness of healthcare issues, M pedigree for verifying drug authenticity, as well as remote diagnostics and medical imaging. 5 6
2011 significant events focus Zebras sponsorship Botswana Orange Expo 50 000 visitors in Mauritius, 15 000 visitors in Uganda African Social Venture Prize As part of our commitment to the communities we serve, the Group launched the African Social Venture Prize and actively supports the momentum of entrepreneurship on the continent. Orange assists forward-thinking entrepreneurs whose projects enable economic and social development by harnessing information and communication technologies. Emtiyaz customer excellence programme in Jordan 3G+ launch Niger, Guinea, Kenya Corporate philanthropy: the Orange Foundation StarAfrica.com in less than 18 months StarAfrica has become a major actor of the Internet in Africa AfricaCom Awards 2011 «Surf and Pay» prize of the best new service The Orange Foundation has been engaged in philanthropy initiatives in Africa, Europe, Middle East and Asia since 2005 and is currently providing support for 17 projects in the AMEA region, in healthcare, education and culture. The Foundation s work actively contributes to the social and economic development of communities, demonstrating that «Orange is even more than telephones, technology and services». Through its actions, the Foundation helps people especially women and children connect with the world and improve their everyday lives and future prospects. At the same time, the Orange Foundation works closely with the Group s subsidiaries to encourage them to develop their own foundations. Groupement Orange Services a new platform to mutualize services Consumer segmentation 6 segments across Sub-Saharan Africa and across MENA region (Egypt, Jordan, Morocco, Tunisia) for a common understanding of our customers did you know that... Orange Tunisia 1 year and 1,5 million customers Orange Mali more than 6 million customers Orange Niger 1,1 million customers Orange Money 3,5 million customers 7 8
the best customer experience Customers figure at the core of the Group s priorities. To develop solutions matched to their needs we make sure we intimately understand their lifestyles and how they use new technologies. This approach allows us to create offers that can be brought to multiple countries, as well as design targeted local solutions. a superior quality network and simple services growing B2B market Orange is a global leader in B2B communication solutions in the AMEA region, which has an estimated six million businesses with strong growth potential. The Group has confirmed its leading position in the B2B segment with 7% growth in 2011. For large enterprises, Orange offers high value-added services and a superior customer experience, while small and mid-size enterprises benefit from solutions and services tailored to their specific needs. Our goal is to continue to develop our core business as a mobile operator, especially in mobile data and machine-to-machine (M2M) services, and at the same time to roll out targeted IT solutions, such as network security and outsourced application management services. To succeed in fierce competitive markets, we aim being the operator that delivers the best possible customer experience based on optimal network quality, a straightforward customer fulfilment process and efficient service. Network excellence is a strategic priority and we continually identify ways to optimize network operations and availability. 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 more comfortable for our customers. Services like Orange Money, mobile payment, call credit top-up and SIM card swapping all secure greater customer loyalty. Professional service at Orange stores and from call centres is equally essential to make sure we satisfy customers needs quickly and efficiently. Several countries in the region have Facebook customer contact centres, an innovative initiative that strengthens the direct relationship our customers want. focus Sofrecom, a key development partner Our Sofrecom subsidiary is a leading player in telecoms consulting and engineering. Sofrecom teams are experts in identifying future market opportunities. They apply their experience to analyze, anticipate and support evolutions in the telecoms industry around the world. Its unique know-how and its genuine operator culture in all key business domains: consulting, strategy, networks and information systems, make it the partner of choice for players seeking to expand on fast-growing markets. Specialised in the support for change management, Sofrecom is currently in charge of the largest management projects in the world. Sofrecom has a strong international presence through its realizations and its 10 local agencies. www.sofrecom.com 9 10
people at the heart an employer of choice The human resources development policy in all our subsidiaries puts people at the heart of the Group s strategy, as expressed in one of the core priorities of our conquests 2015 plan: Make Orange an employer of choice that people trust in all our host countries. To achieve this goal, the Group launched the Orange People Charter in 2011, creating an environment and conditions that feeds successful personal development, with relations between the company and its employees based on six key commitments: be an ethical and socially responsible employer offer career and development opportunities provide a work environment for outstanding customer satisfaction 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 skills development sustainable commitments Orange recognizes that new information technologies are essential to the social and economic development of countries in the region as well as a key enabler for its own growth. This is why AMEA is actively engaged in the Group-wide O4D (Orange for Development) initiative. a responsible economic and social development Targeted actions excellence in infrastructure and network coverage high-quality, innovative solutions consolidation of an ecosystem that feeds greater use of new technologies Developing specific solutions for rural and farming communities is a priority in the years ahead. We are committed to establishing sustainable partnerships with key local players to gain a deeper understanding of needs and broaden access to innovative solutions. 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. In addition to large-scale training programmes at the Group level such as Orange Campus for managers, we expanded our training resources to support the development of employee skills in priority areas and the professions of tomorrow. In 2011, the network of Sales Academies initiated with Dakar and Nairobi was joined by a new Sales Academy in Jordan and dedicated B2B sales schools in Ivory Coast and Senegal. The ITN Excellence programme, deployed in Senegal and other countries, continues to provide an attractive skills development and professional certification path for our employees and provides them with formal recognition of their competencies. The Orange Campus also offers specific programmes to develop the capabilities of the Group s managers. focus 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. 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. 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 programme, which since 2004 has given Group employees chances to work in other countries. 11 12
our presence in Africa, the Lebanon Morocco Tunisia Jordan Iraq Egypt Bahrain Senegal Mali Niger Guinea-Bissau Guinea Ivory Coast subsidiaries Orange Labs Equatorial Guinea Cameroon Central African Republic Democratic Republic of Congo Uganda Kenya Botswana Madagascar Mauritius mobile fixed line internet CCT (Democratic Republic of Congo) Korek Telecom (Iraq) Meditel (Morocco) Mobinil (Egypt) Orange Bissau Orange Botswana Orange Cameroon Orange Central African Republic Orange Equatorial Guinea Orange Guinea Orange Ivory Coast Orange Jordan Orange Kenya Orange Madagascar Orange Mali Orange Mauritius Orange Niger Orange Senegal Orange Tunisia Orange Uganda Telecom Vanuatu FCR Vietnam FCR Wallis et Futuna Getesa (Equatorial Guinea) Ivory Coast Telecom Jordan Telecom Mauritius Telecom Meditel (Morocco) Orange Niger Orange Tunisia Sonatel (Senegal) Telecom Vanuatu Telkom Kenya Lightspeed Communications (Bahrain) FCR Wallis et Futuna Getesa (Equatorial Guinea) Ivory Coast Telecom LinkdotNet - Egypt 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 13