2015 edition

Orangein Africaand Middle East

Group key figures

29countries

39 billion €revenue

244 millioncustomers

156,000employees

at December 31, 2014

StarAfrica you are the starWith 2 million unique visitors each month, StarAfrica.com offers a host of content (from football to music and education) to African internet users, which they can enjoy, comment on and share – online or via their smartphones.

StarAfrica, it is more than 2 million unique visitors per month.

www.StarAfrica.com Available in French, English and Arabic.

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 - Senegal - Tunisia - Wallis-and-Futuna

Orange AMEA78 rue Olivier de Serres75505 Paris Cedex 15 – France+33 (0) 1 44 44 22 22E-mail: contact.amea@orange.comwww.orange.comC

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Subsidiaries

Orange Labs

Technocentre

Groupement Orange Services

MoroccoTunisia

Egypt

JordanIraq

Lebanon

Mali

Senegal

Guinea-Bissau

GuineaIvoryCoast

Equatorial Guinea

Botswana

Central African Republic

Madagascar Mauritius

Kenya

Niger

Wallis-and-Futuna

Democratic Republic of Congo

Cameroon

Orange BissauOrange BotswanaOrange CameroonOrange Central African RepublicOrange Côte d’Ivoire Telecom Orange DRCMobinil (Egypt)Orange Equatorial Guinea Orange Guinea Korek Telecom (Iraq)Orange Jordan Orange Kenya (Telkom Kenya) Orange MadagascarOrange Mali Orange Mauritius (Mauritius Telecom) Méditel (Morocco)Orange NigerOrange Senegal (Sonatel)Orange Tunisia

more digital contents

To learn more about Orange in Africa and Middle East, download the Orange MEA* app, now available on Google Play and follow us.

*soon to be available on the Apple Store.

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our presence in Africaand Middle Eastkey figures

Africa andMiddle Eastat December 31, 2014

20countries

5.7 billion €revenue

+ 7%revenue growth

110 millioncustomers

22,000employees

including countries under Equity method at 100%

ambition

Orange is committed to doing everything we can to connect people in Africa and the Middle East with what’s really essential.

Our customers’ habits are changing and the past few years have seen them cross the new threshold into digitisation. Our ambition is to make Orange the leading operator in its field, offering users a connected experience beyond compare and an environment where mobile phones are the preferred channel for sales and service. We aim to support customers in their daily connected lives, whatever their needs and aspirations.

Keeping this promise means continuing to invest in improving the coverage and speeds of our networks. Little by little, Orange is setting itself apart through its dedication to innovation. The aim is to develop new services in the fields of mobile data, mobile finance with Orange Money, B2B and CSR. We will also continue to adapt our business model and promote the pooling of resources.

connectivity made easyIn the medium to long term, we hope to rise to the challenges posed by development and the exponential growth of demand in our host countries, as well as fostering connectivity across borders.

With 110 million customers in 20 African and Middle Eastern countries, we are increasingly becoming a part of people’s lives. This is an exciting truth – one that we are proud to share and embody – but it also comes with a responsibility to those we serve.

“seeing the world through our customers’ eyes”

“Voir le mondeavec les yeux de nos clients”

foreword

Marc Rennard, Executive Vice President Africa, Middle East and Asia

We are consolidating our presence in Africa and the Middle East by strengthening our distribution network, developing our infrastructure and innovating to create increasingly effective services. The past financial year saw these efforts pay dividends, with an 11% rise in the number of customers placing their trust in Orange.

Dynamism is key in this strategic region, as it gives Orange a firm foundation on which to build. It allows us to continue to invest in maintaining and developing the quality of service and customer experience, which are always at the heart of our decisions and activities. It is an approach that we adopted several years ago and remain committed to developing.

an incomparable connected experience

This commitment is reflected by our wide-ranging corporate social responsibility programme, devised to shape a brighter future. Our strength lies in the teams who work hard to make Orange a leading operator across all of our markets.

Everything we do is guided by what is important to our customers. This ambition is the cornerstone of our expertise, and will be for years to come.

Day by day, we work tirelessly to ensure that Orange continues to be the leader in its field and a driving force behind the new digital era.

On the app, find our key data and our major projects

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Providing an excellent customer experience is a strategic priority for Orange. This is reflected in our firm commitment to network quality, simplified services, customer relations and digitisation. It requires the participation of all Orange employees; as they are our primary ambassadors. We now hope to set the bar even higher as we strive for excellence by improving our customers’ daily experiences every time they come into contact with Orange.

network and service excellenceEnd-to-end connectivity is our customers’ main criterion for satisfaction and operator preference. For Orange, this entails guaranteeing network availability, and even 100% coverage in certain key zones, as well as prioritising network upgrades to meet the changing needs of users. We also pay particular attention to the performance of vital services such as Orange Money, top-ups and data offers, which now play an increasingly important role in people’s daily lives.

simplifying daily life for our customersOur guiding principle is simplicity – whether for offers, services or customer relations. The customer experience should be intuitive, fast

customer experience

and easy to understand and organise from start to finish. To that end we have adopted a highly segmented approach, which allows us to understand the needs, expectations and constraints of our various customers. We can then offer everyone the same level of support, whether they are buying their very first phone or upgrading their home or office equipment.

on course for digitised customer relationsOne of our ambitions in Africa is to be the primary operator for the Internet era. That is why we are making use

on the road

to excellence

of new digital technologies that ensure simpler services and enhanced customer relations are only ever a few clicks away. In short, our policy is “mobile first”. The Orange & Moi m-Care app, our m-shop development and our active presence on social networks all illustrate our commitment to digitisation. As we work hard to achieve excellence, Orange relies heavily upon all of our local team members in Africa and the Middle East. We listen to them, trust and value them; they help to build an exceptional customer experience each and every day.

in 2014, Orange’s quality of service was rewarded at the AfricaCom Awards by the “Excellence In Customer Experience Management” prize attributed for “100% successful calls” services.

Orange,a leader on social networks in Africaand Middle East

10.5million Facebook fans

1.1million Twitter followers

On the app you will find interviews of our customers

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Our customers are changing and their expectations are too. Mobile users in Africa and the Middle East are eager to discover new services and want to do more and more with their phones. Orange has responded to this trend by putting innovation at the heart of our strategy, particularly by relying upon the expertise of our employees, our technocentres and our “Groupement Orange Services” centre in Abidjan, Côte d’Ivoire.

even easierOur ambition is to continue to devise more services that improve mobile usage and quality of life for our customers. One way we do this is through affordable packaged offers that include a smartphone, data, voice, SMS and a whole host of apps. The immense popularity of our Pixi smartphone range - with 500,000 bundles sold in a one-year period – confirms that we are on the right track. Another notable success story is Emergency Credit, which enables people to “borrow” minutes from us if they have run out of credit but need to make an important call. Our range of “facilitator services” also features the My Orange and Business c@re self-care programmes and our pioneering Cloud presence (through Orange Consumer Cloud and Cloudpro).

even more usefulIn Africa, the mobile is much more than just a phone: it is an essential tool in the daily lives of millions of people. That is why we are constantly inventing new ways to use it. Orange Money is our flagship offer within this strategy, allowing our customers to open an account attached to a mobile number and access features such as money transfers, mobile payments and other financial services. 2014 was a landmark year for Orange: we launched My Healthline, the first healthcare hotline in Cameroon, and opened the first APIs to encourage

going further

• The service was available in 13 countries by the end of 2014: Côte d’Ivoire, Senegal, Mali, Niger, Madagascar, Kenya, Botswana, Cameroon, Jordan, Mauritius, Guinea, Egypt (under the name Mobicash), and Tunisia (under the name Mobimoney).

• Orange Money had over 13 million customers, representing a 53% increase on the previous year.

• The service handled the equivalent of 4.5 billion euros in 2014.

• The many high-profile developments in 2014 included new partnerships to enable

payment of water and electricity bills in several countries, and initiatives in fields such as: - financial services, with a savings and insurance offer in Mali in partnership with insurance giant Nouvelle Société Interafricaine d’Assurance (NSIA), - e-commerce (payments on cdiscount.com in Côte d’Ivoire and Senegal), - mobile access to Orange Money via an Android app in Senegal, Mali and Madagascar, - online from a bank account, thanks to partnerships with the banks BNPP and BOA.

innovation

African developers to invent SMS and USSD services that could benefit the whole population.

even more excitingOur African and Middle Eastern customers are passionate about leisure, sports and music – and we are with them every step of the way. Launched five years ago, our StarAfrica.com website has become a go-to destination for young Africans, with 2 million unique visits per month. Similarly, the Orange Football Club app enables African football fans to express and share their passion for the beautiful game. An upgraded

Orange Money: 13 million users and many new services

version of the Orange Football Club was launched to accompany the Orange Africa Cup of Nations 2015, held in Equatorial Guinea.

Experience innovation on the app by learning about our products and services

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With 6 million companies and enormous growth potential, Africa and the Middle East are key markets for Orange. In 2014 – the year that saw our turnover increase by 7% – we consolidated our position as the leading B2B partner. This success can be attributed to

business solutions

a strategy that aims to understand the needs of different customers and providing tailor-made solutions, whether they are designed for local or international companies, corporate clients, SMEs or large organisations. This is underpinned by a commitment to innovation; an adapted range of services; by local knowledge through our vendors; and dedicated customer services for business.

PRO and SME: a complete spectrum of communication solutions We support the economic and social development of SMEs in the African and Middle Eastern countries where we do business. To that end, we offer voice and data packages that help customers to control their costs. We have also launched new communication services

an adapted range of services

such as Mobile Fleet Management and Cloud Pro. These allow SMEs to professionalise their activities and image through simple, easy-to-use features such as company messaging, domain names and website templates.

large enterprises: seamless performanceFor large companies in the region, Orange has developed a broad range of reliable, high-performance services: fixed and mobile broadband access, business networks, M2M and ICT, all designed to optimise the customer experience. Orange is also able to offer world-class global voice and data connectivity and integrated solutions to domestic and foreign multinational companies in the region through our dedicated business entity, Orange Business Services.

Orange Healthcare: access to care through connected health

The aim is to ensure access to medical treatment and boost the performance of the healthcare system. Since 2007, thanks to our international reach, Orange Healthcare has provided modern communication services to meet the needs of health professionals and patients in Africa. The communications division has already set up the very first medical advice hotline in Cameroon and is now opening out-of-hours pharmacies in Senegal and Côte d’Ivoire. It also initiated the Kgonafalo project in Botswana, which collects clinical data and images for remote diagnosis, and created a solution used by Senegalese health workers to access medical data on SIM cards.

Orange subsidiary Sofrecom has unrivalled know-how in the operator sphere and is a leading specialist in telecommunications consultancy and engineering worldwide.With digital growing apace, Sofrecom offers innovative strategies to assist customers as they make the transition. Its wide range of solutions – customer experience, B2B, mobile banking, smart services, e-government, change management, capacity building and more – ensure customers stand out from competitors and boost their operational performance. Sofrecom’s Know-How Network also guarantees the transfer of knowledge, skills and expertise for sustainable transformation based on internationally certified methodologies (such as ISO 9001, CMMI and Ethic Intelligence).

Sofrecom key figures

Sofrecom the Know-How Network

45 years of experience

1,400 consultants

30 nationalities

11 locations around the world

On the app you will find our solutions for businesses

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In 2011, we launched the Orange People Charter. This founding initiative creates conditions that make career development possible for all our staff. The charter now applied in all Orange subsidiaries in Africa and the Middle East contains 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 our people for individual and collective contributions to our success

Orange People Charter: six commitments to our staff

Our people have a key role to play in our ambition to become the leading operator in Africa and the Middle East. This is why we are making a commitment to our employees in terms of confidence, career development and shared success.

Orange, “Top Employer Africa 2015”Orange received the Top Employer Africa 2015 award, placing it among the companies with the continent’s best HR practices. For the second year running all of our teams were recognised – Orange Côte d’Ivoire, Orange Madagascar, Orange Mali, Mobinil,

Orange Niger, Orange Business Services Egypt, Orange Uganda and Orange Senegal (Sonatel) – qualifying us for the continental certification.

skills: digital reigns supremeOrange aims to support employees as they plan and manage their career. The strategy revolves around developing the skills of each individual, from the technical to the managerial. In recent years there have been several landmark events relating to training in Africa,

moving forwardtogether

such as the inauguration of the Orange Campus in Dakar in 2013 and our creation of new professional pathways (for mobile technicians and marketing product managers).

Digital Academy for allThe opening of our Digital Academy in 2014 marked the start of a new phase in our Digital Leadership Inside training programme. The primary goal is to enable all employees to participate in the digitisation of Orange through digital skills: a clear understanding of major themes, the use of innovations and social networks, and more. Dedicated modules have been set up to meet the local needs of our African and Middle Eastern subsidiaries. Orange is one of the first French companies to offer a programme on such a large scale.

On 21st November 2014, Orange and the Uni-Orange Global Trade Union Alliance signed a worldwide agreement on employee health and safety. Orange is committed to constructive social dialogue in order to incorporate occupational health and safety in the Group’s activities. The system will be founded on an H&S management system, which will be the object of continuous improvement.

The founding principles of this agreement, unprecedented in the telecoms sector, comprise a participative approach, absence of discrimination on health grounds, and protection of the rights of pregnant women and handicapped and HIV-positive people. The prevention and protection measures will comply with the Group’s requirements. Orange is also committed in participating in public health campaigns.

a worldwide agreement on employee health and safety

Orange People

Review our Orange People Charter on the app

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In all African and Middle Eastern countries, Orange supports the sustainable development of people and communities. This daily commitment reflects our strong convictions: that our activity can stimulate that of others, that we need to work towards tomorrow’s prosperity today, and that communication and trust help create wealth.

a shared development playerOur commitment to society in these regions is reflected by the Orange for development (O4D) programme, boosting socio-economic development through ICT development. The programme, based on dialogue and partnership with local and international stakeholders, has three main objectives:• Access to services and prevention of a “digital divide” through deployment of 3G/3G+ mobile in 15 regional countries and the installation of village phones

commitment in action

CSR

• Development of practical services for communities, notably for agriculture and healthcare. The numerous examples include m-agri (agricultural information service, micro-credit, particularly in Mali and Niger), My Healthline (healthcare hotline in Cameroon), mPedigree

The Orange Foundation now supports projects in 17 countries in Europe, the Middle East and Africa. It prioritises projects in the fields of healthcare, education, culture, and the social and economic development of local communities. The Foundation’s emblematic programmes notably include “Digital Schools” which provide free educational content in Cameroon, Niger, Madagascar,

Senegal and Tunisia, and the 31 Orange Villages in 8 countries where the Foundation has sponsored a water point, a medical centre and a school. These programmes will continue in 2015 and we shall also see the launch of international “Solidarity FabLabs” whose role is to enable young people in economically disadvantaged situations to develop digital innovation projects.

Orange Foundation

At the very start of the Ebola epidemic in April 2014, Orange took safety measures to reduce the risks for its employees in the affected countries in West and Central Africa. Our Group also supports several actions aimed to combat the epidemic. These include a donation campaign via SMS dubbed “Africa Against Ebola” in association with the African Union Commission and several mobile operators across Africa. Orange has also partnered with the Swedish NGO Flowminder to develop a cartographic tool to aidearly identification of potential Ebola outbreaks by analysing population movements in West Africa.

Ebola: all points are covered with Orange

(medication authentication in Kenya), and Djobi (remote maternal and infantile protection in Senegal and Mali)• Support for economic development and digital entrepreneurship via our enablers (Orange Partner programme, APIs, etc.), our incubators (CTIC in Senegal, CIPMEN in Niger) and our Orange Fab accelerator in Côte d’Ivoire. We are also creating several support schemes (programme developer in Tunisia, hackathons, etc.) and sponsoring a Orange African Social Venture Prize.

a responsible operatorAs part of our social responsibility policy and in line with our ethical values, we help customers and families to make use of reliable, transparent digital services. In Egypt, for example, this led us to conduct studies of young people’s digital usage and created “anti-harassment” services for women. We have also positioned ourselves as an ecologically responsible entity. We try to limit the carbon footprint of our buildings and infrastructure and promote recycling (for example, through mobile phone buyback and mobile waste

collection programmes in partnership with Emmaus International).Ethical behaviour is one of the most fundamental Orange values. We have always conducted our business with honesty and integrity and in compliance with the law and the highest professional standards. We run a major corruption awareness programme in our African and Middle Eastern companies and ensure that all our staff apply our Code of Ethics.

Use the app to learn more about the Orange Foundation and all of our CSR initiatives

congratulations to the 7 Orange countries which made the fans of football vibrate during the Orange AFCON Equatorial Guinea 2015.

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2015 edition

Orangein Africaand Middle East

Group key figures

29countries

39 billion €revenue

244 millioncustomers

156,000employees

at December 31, 2014

StarAfrica you are the starWith 2 million unique visitors each month, StarAfrica.com offers a host of content (from football to music and education) to African internet users, which they can enjoy, comment on and share – online or via their smartphones.

StarAfrica, it is more than 2 million unique visitors per month.

www.StarAfrica.com Available in French, English and Arabic.

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 - Senegal - Tunisia - Wallis-and-Futuna

Orange AMEA78 rue Olivier de Serres75505 Paris Cedex 15 – France+33 (0) 1 44 44 22 22E-mail: contact.amea@orange.comwww.orange.comC

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