France Telecom Orange Sustainability Report 2011
France Telecom Orange Sustainability Report 2011
France Telecom Orange Sustainability Report 2011
Stphane Richard
Chief executive ofcer of France Telecom-Orange Group
Marc Fossier
Executive Director of Corporate Social Responsibility at the France Telecom-Orange Group
Nicole Notat
CEO of extra nancial notation Group, VIGEO
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Cristina Lunghi
President of Arborus, the European Endowment Fund for Professional Gender Equality
Bruno Mettling
Deputy Managing Director, Director of Human Resources at the France Telecom-Orange Group
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Jean-Philippe Vanot
Deputy Managing Director France Telecom-Orange Group in charge of Quality and CSR
Serge Tisseron
psychiatrist and psychoanalyst and expert in the eld of youth-media-image relationships
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Marc Rennard
International Executive Director of France Telecom-Orange in charge of Africa, the Middle-East and Asia
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Vivek Badrinath
Executive Director of Orange Business Services, France Telecom-Orange Group
Cristina Bueti
Programme Coordinator for Climate Change and ICT at the International Telecommunications Union
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C
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6 6 7 8 8
ontents
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32 34 38 38 39
an accessible world
promoting digital inclusion in countries using our technologies to further economic and social development ensuring the accessibility of our solutions to people with disabilities addressing the challenges of health and dependency facilitating access to education and culture
over fteen years of commitments an ambition supported at the highest level of the company 4 major commitments an approach fuelled by stakeholder dialogue better cooperation with our suppliers
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14 15 16 18
a responsible employer
establishing bonds between economic performance and social performance towards a common and shared management culture addressing the skills issue recognising individual and collective contributions
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42 43 43 43 45 46
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22 26
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143 appendices
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interview
Stphane Richard
Chairman and Chief Executive Ofcer
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very day, France TelecomOrange delivers essential services to over 220 million customers and plays a key role in the economic and social development of 35 countries in Europe, Africa and the Middle-East. Corporate social responsibility is therefore, quite naturally, at the heart of our activity and is also a key component of our conquests 2015 strategic project.
Our first mission is to build fast, reliable and secure networks to bring the benefits of the digital world to as many people as possible. In Europe, we are building very high speed broadband networks, both fixed (fibre in France) and mobile (4G/LTE), in order to respond to the boom in new digital uses. In Africa, we are investing in undersea cables, in particular the 17,000-km long ACE cable which will eventually bring broadband capacity to around 20 West African countries. Our networks contribute to the economic and social development of the countries in which we operate, and we encourage this growth through our Orange for Development programme. Our aim is to help build the digital world, and make it safe, secure, and respectful of the private lives of our customers. For example, in 2011, Orange strengthened its commitment to
online child protection by embracing two major European programmes (including A better Internet for Kids). Our goal is also to provide our customers with useful and easy-to-use services. In Africa, for example, Orange Money has enabled over 3 million people, often without access to traditional banking services, to use their mobile for money transfers and transactions. Finding solutions for a greener world is another key commitment. Our target is a 20% reduction of our CO2 emissions between 2006 and 2020. The key to successfully achieving this target lies in developing more efficient networks, together with initiatives such as the 2,000 solar-powered sites we have built in 17 of the Groups countries. We are also collecting mobile phones for re-use or safe dismantling, with over one million mobile phones recycled in 2011.
Our corporate responsibility commitments are based on a global vision of performance with economic, environmental and social dimensions. Our Orange People Charter, launched in 2011, embodies this approach. In France, each of the 158 measures of the new social contract helps realise this vision. Our corporate social commitments are resolutely long term. As early as 2000, we signed the United Nations Global Compact, and we engaged in meaningful dialogue with all our stakeholders, in all our subsidiaries and in the eld. Our Groups development must be to the benefit of all our partners, and society as a whole. The following pages show that France TelecomOrange places corporate social responsibility at the very heart of its strategy. The executive team and our 172,000 employees around the world spare no efforts to make this a reality. 3
Through its mission to provide better communication for all and its presence
Corporate social responsibility (CSR) is an integral part of our culture and history. France Telecom-Orange has developed a set of founding values which guides its action principles in terms of its stakeholders. Our Code of Ethics, adopted in 2003, sets out the Groups action principles and the individual behaviours it expects from its employees as well as its fundamental principles in terms of respecting human rights, protecting the environment and combating corruption. To ensure its implementation and to control day-to-day risks, we have put in place rigorous internal control and governance systems.
Social Responsibility Committee, which follows its works. By placing CSR at the heart of our company strategy, we are re-afrming our goal to become the leading CSR player in the telecoms industry. This goal, which is shared at the very highest level of the company, is a joint project mobilising all the companys employees.
4 major commitments
Our approach to corporate social responsibility is expressed in four fundamental commitments: recognising and supporting employees Being responsible means building a human company that values solidarity and is attentive to the expectations and needs of all its employees. Our Group is committed to placing men and women at the heart of its development strategy and this is accompanied by strong social goals, e.g., by 2015 to be among the preferred employees in the main countries where we work. To achieve this, we have developed a new social model based on a renewed management style and shared workplace values. ensuring transparency, quality, security and safety for our customers Today, customers expect very high quality services and personalised support. To achieve our goal of giving customers the best possible experience in all of our markets, we must be certain that we are exemplary in terms of quality of service, data protection, protecting children, and radio waves. To achieve this, we must find clear responses and adapted tools that ensure that everyone can enjoy the benets of the digital world. sharing the benets of the digital world with the greatest possible number of people This is one the key missions of the Group and a major responsibility. It involves tackling all forms of the digital divide by deploying access infrastructures (particularly in isolated areas), making our products and services more accessible to the elderly and people with disabilities, developing adapted offers for people with low incomes and simplifying our products so that they can be used by everyone including those with learning difculties. We must also use our technological expertise to promote economic and social development in countries by creating value added solutions that meet the needs of local communities and encourage the creation of companies and new businesses based on information and communication technologies (ICTs). nding innovative solutions for a greener world Faced with environmental challenges, we have made ambitious commitments to reduce the footprint of our activities, to improve the environmental performance of our products and services (thanks to eco-design principles), and to offer our customers innovative solutions that help them to reduce their own environmental impact. Only by acting on these three fronts can we effectively contribute to addressing these major challenges, i.e. climate change and recycling electronic equipment at the end of its life cycle.
In real terms, this means deploying a range of dialogue tools and processes with local stakeholders (surveys, interviews, panels of stakeholders, etc.), which result in matrices that help us prioritise issues and structure action plans accordingly. In France, Spain and Poland, we have been taking this approach for several years and we regularly renew the process. In 2009, our CSR Department implemented the CSR Dialog Toolkit for subsidiaries in emerging and developing countries where there is no structured dialogue process in place. In 2011, it was deployed in six new countries after being piloted in Africa: three in Africa and three in Europe. In total 14 countries, representing 70% of the Groups turnover, now systematically engage in dialogue with stakeholders. The feedback we receive is essential in helping us to identify trends in each zone such as quality of service, child protection in Europe or our contributions to social and economic development in emerging countries.
Western Europe
1 3 2
sub-Saharan Africa
2 1
customer
Classication of our stakeholders expectations in order of importance. In Western Europe, corporate responsibility is focusing on the growing demand for child protection. In Africa, our stakeholders want us to contribute to their countries economic development and design innovative services.
Marc Fossier
Executive Director of Corporate Social Responsibility at the France Telecom-Orange Group
n 2009, we wanted to give new impetus to our CSR approach. After three years, where are we?
The main area of progress is that CSR is now highly visible and integrated into the Groups strategies and priorities. Beyond the Executive Committees commitment, which has provided the impetus, our CSR approach has been adapted to the countries and today the majority of our entities have structured CSR plans, which are determined and implemented at the highest level
of local management. In terms of stakeholder dialogue, we have seen real progress over the last year in African countries, and this year we have reached a milestone in the largest and most complex European markets. We have also built an information database to help us anticipate new expectations and respond to them. I would also like to mention that the results of our last social barometer show that the social climate is improving. I am convinced that CSR has a major role to play in our new social model: in their professional lives, every day our staff can see that the company they work for has the will to commit. In 2011, we made signicant
progress in two areas: mobilising European countries on the subject of child protection and formalising our strategy on helping to improve economic and social development in emerging countries. There are, of course, some areas where the results of our action are not yet clearly visible. Notably, in the area of data protection; a complex issue where expectations and regulatory contexts vary signicantly from one country to another. We must also continue in our efforts to integrate CSR indicators into strategic dashboards, information systems and decision-making processes. Our priorities are clear, our teams are motivated and I am convinced that we have all it takes to reach our goals.
commitments
recognise and support employees ensure transparency, quality, security and safety for our customers share the benets of the digital world with the greatest possible number of people
priorities
Place people at the heart of the company through a new social contract to support employees in their development and meet corporate and societal challenges, particularly in respect of equal opportunity Lead the way in service quality with our European activities Promote and ensure safe and responsible use of products and services, particularly with regard to protecting children, respecting privacy and data security Promote digital inclusion by developing offers and solutions for the greatest number of people and reducing all forms of the digital divide Promote the economic and social development of countries in which the Group operates, through its services Bring eco-designed products and services to market, and help to reduce customers environmental footprint through the Groups offerings Play a signicant role in the collection and recycling of mobile handsets Manage the Groups energy consumption to decrease its CO2 emissions by 20% by 2020
Turnover of offers contributing to a reduction in the environmental impact of our customers Rate of mobiles collected in comparison to the number sold by Orange Total energy consumption of the Group
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Nicole Notat
CEO of VIGEO
Over the last ten years, awareness of the issues has increased.
he emergence of the corporate social responsibility concept has put the companys fundamental role into perspective. Over the past years, the predominant view was that the companys strategy should be entirely based on satisfying its shareholders. What CSR has changed is the idea that the company can only guarantee long-term performance if it takes into account the interests of all its stakeholders in
its eco-system, i.e. the companys employees, customers, suppliers and subcontractors. Furthermore, because the company operates in several countries, it must ensure that it addresses environmental challenges and respects basic human rights as ignoring this means placing the company in a situation of risk. Over the last ten years, due to the requirement to produce tangible results, awareness of these issues has increased. In the telecommunications industry, certain subjects are particularly sensitive. I cannot mention them all but in my opinion social dialogue is of the utmost importance as it is able to accurately capture in real time emerging social issues such as those
related to stress management and workplace harassment. Customer relations are another area of particular importance for the telecoms industry and notably the issue of outsourcing. Outsourcing customer relations does not mean that the company is released from its social responsibilities. Telecoms operators must be aware of their ability to guarantee social standards and must help subcontractors to honour their own social responsibilities. Telecoms operators must develop policies and report on their practices in the areas of anti-trust, corruption, providing access to telecoms products and services for low income communities, recycling electronic equipment at the end of its life cycle and data protection.
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a responsible employer
attenour yees
employers in the main countries where we work.
Our goal is above all a human goal with an inspiring challenge: to transform a technological
Our Group is committed to placing men and women at the heart of its development strategy and
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a responsible employer
For Orange, being a responsible company means being attentive to the expectations and needs of its employees. Our goal is above all a human goal with an inspiring challenge: to transform a technological challenge into a human adventure, which espouses economic performance and social quality. Our Group is committed to placing men and women at the heart of its development strategy and this is accompanied by stronglyformulated social goals, e.g. by 2015 to be among the preferred employers in the main countries where we work. This new social approach is based on four pillars: establishing bonds between economic performance and social performance; building a common and shared management culture; addressing the skills issue; recognising individual and collective contributions.
launch of the social contract in France, the investment is starting to bear fruit: teams are more satised and condent, customers have a better perception of the company, and the economic results are positive. Orange People Charter: the goal of the new social model Drafted collectively, the new social model is at the heart of the conquests 2015 strategic project. First implemented in France in the form of the new social contract in 2011, it was then deployed throughout the Group under the banner of the Orange People Charter. This document was the result of a collaborative process and involved around 100 managers and employees from several Group countries. It was approved and signed by all members of the Executive Committee in November 2011 and was sent to all the Groups entities in December 2011. regularly evaluated social quality The social barometer gathers information on employees perceptions of the quality of managerial relations, the quality of work life, remuneration and recognition, and the companys strat-
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egy. First conducted in France, this twice-yearly survey is now being extended to other Group countries. Linked to human resources indicators, it is also integrated into composite corporate social performance indicator, which affects the half-yearly variable pay awards of senior executives. strengthened social dialogue Encouraging quality social dialogue with all employees is also one of the key commitments of the new social contract. This can be seen within the Group by the numerous social agreements that have been signed since 2010, the high rate of employee participation in staff representation elections, and the setting up of the Group Global Committee bringing together representatives from 22 Group countries (rst convened in May 2011). In addition to discussions held in the employee representation bodies, Orange has put in place a range of innovative initiatives to encourage employees to engage in discussions in less formal settings: organising chats with directors, team meetings, visiting members of the Executive Committee in the Groups ofces, etc. T h e c o m p a n y s s o c i a l n e t w o r k Orange Plazza is strengthening social bonds by encouraging discussion and dialogue within the Group. At the end of 2011, Plazza could be accessed by 75% of Orange employees around the world. It is making a real contribution to the rst pillar of the conquests 2015 strategic project, i.e. placing men and women at the heart of the company. One year following its launch, it has over 30,000 members and 1,000 professional communities; it is being progressively deployed overseas.
pany that Orange Campus was created. Its aim is to create a community of managers and support them in carrying out their day-to-day responsibilities in order that they can play a key role in ensuring a balanced relationship between the company and each of its employees. Since it was created in January 2011, Orange Campus has trained 10,000 managers, i.e. half of the Groups 20,000 managers who are concerned by the new Orange management support programme. The Orange Campus offer is based on the six challenges contained in the placing men and women at the heart of the company pillar of the conquests 2015 strategic project: developing pride in belonging to the Group; sharing what it means; recognising performance; strengthening managers independence; strengthening the management culture; increasing well-being in the workplace. 15
a responsible employer
encouraging diversity Given the challenges related to skills, the diversity of our teams is a key asset for the Group. At Orange, we have long been convinced that a company which encourages diversity and equal opportunities is a more creative and more innovative company and one which is better able to serve its customers and attract new talents. The main goal of our diversity policy is to ensure equal opportunities for men and women: to achieve 35% of women in its management bodies by 2015, which reects the average rate of women working in the Group. We also support individuals experiencing difculties entering the labour market such as workers with disabilities and young adults from disadvantaged backgrounds (see p. 80).
ing environment via an annual communication document, which covers the 85 employment catchment areas in France. A dynamic which goes beyond France and involves all the Group-level entities and especially Orange Business Services. valuing expertise To value its capital of expertise and offer its experts attractive career opportunities, the Group created Orange expert. This plan, launched in 2010 and integrated into the conquests 2015 strategic project, meets several objectives: to identify, recognise and value our most talented experts and to give them a complete overview of possible career paths within the company; to encourage the development, capitalisation and transmission of knowledge and skills; be able to mobilise teams around strategic subjects; to identify and secure key areas of expertise.
attracting new talents To attract new talents and ensure the ongoing success of the Group, Orange has launched targeted recruitment campaigns in prestigious schools and universities and has made a range of innovative recruitment tools available such as the Orange Jobs application. In order to contribute to skills development and the training of people from different backgrounds, Orange supports scholarship programmes in France and around the world. The Orange Graduate Programme is an attractive recruitment programme, which offers high-potential graduates the opportunity to commence their career at Orange. Each year, 60 graduates join the Group in this way to take on roles with signicant levels of responsibility.
Cristina Lunghi
President of Arborus, the european endowment fund for professional gender equality
he benets of implementing an equal opportunity approach in the company are multiple. It develops employee loyalty, attracts new talents, and improves our image in terms of stakeholders and especially consumers (over 50% of them are women!). We know from experience that mixed teams are easier to manage
a responsible employer
The employee assessment is not solely based on quantitative indicators but also on qualitative indicators such as lasting customer satisfaction and individual employees contributions to Group effectiveness. It also takes into account the conditions in which employees have to perform their duties. sharing our success with our employees We also reward our employees commitment through incentivising remuneration packages and company prot-sharing schemes. France Telecom-Orange has set up an exemplary value sharing model to recognise the contributions of the men and women who work for the Group. In 2011, the value added paid out by the Group was distributed in the following manner : 39% to employees, 22% to investments, 14% to reimburse Group debt and 16% to shareholders. To reect what is happening in France,
the Group is progressively rolling out employee prot-sharing schemes (e.g., employee incentive and share allocation schemes) in other countries. Our employees also receive social benets in terms of health (medical insurance) and planning for the future (Group savings plan and Group pension plan).
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Bruno Mettling
Deputy Managing Director, Director of Human Resources at the France Telecom-Orange Group
have clearly stated that they want the new social contract to be the driving force behind the new social dynamic of the company in France and a priority of our development strategy. The 158 measures contained in the new social contract have now been
ing stotrust
One of the objectives of the
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One of the objectives of the conquests 2015 project is to become the preferred operator in all our markets by 2015. How? By offering the best telecommunications experience and by providing personalised support to customers to help them navigate the digital world. However, at Orange we are aware that offering the best technology is not enough. Excellence at all levels of the customer journey is essential to ensure that customers are satised and are happy to recommend our products and services to others. Meeting customer expectations by addressing all their needs and concerns means that we must go above and beyond providing basic quality of service. For example, it means helping young users, parents and educators use new technologies in a safe and responsible manner; it also means offering guarantees in terms of data protection and addressing the issues of radio waves.
However, this will not be sufcient and we must also ensure that these knowhow and expertise benet our customers. To achieve this we are focusing on two areas: quality of customer relations and the simplicity of our offers. towards personalised customer relationship approach To achieve our goal of becoming our customers digital coach, in 2010 we embarked upon a collaborative process with all our countries to define a common Orange approach to customer relations. This common approach is based on a willingness to address all customer concerns and to offer assistance and support, which is adapted to their needs and experience in using new technologies. Being Orange means being attentive and adapting to each and every one of our customers. It also means carefully analysing and understanding how customers use our services. And nally it
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means always responding to customer demands and questions in a positive and engaged manner. To s h a re a n d d i s s e m i n a t e t h i s approach, we have developed a toolbox, which combines training, recruiting talents, internal communication and specific action plans for each country as well as management-level agship actions. Our customer advisors, who are in direct contact with our customers, are the torch-bearers of this new approach. We have launched two initiatives to support them and strengthen their skills and commitment: The Orange certication programme offers customer service employees a two-level accreditation recognising their professional qualications. Orange Customer Champion trophies pay tribute to our champions of customer service excellence. This is the biggest in-house competition ever launched by Orange. The trophies reect our goals in terms of quality of service. measuring the quality of the customer experience The Customer Experience Tracker (CET) was rst implemented in 2008. It is a quarterly barometer which guides our actions. Focusing on four thematic areas (offers, quality, customer relations and emotions), it allows us to compare the quality of the Orange customer experience with those of our competitors (for the entire customer journey). We regularly update it to ensure that it is in line with our customers needs. The CET is implemented in 11 European countries (France, the United Kingdom, Poland, Spain, Belgium, Switzerland, Romania, Slovakia, Austria, Moldova, Armenia) and also in the Dominican Republic and since 2010 has been integrated into the calculation of senior executives pay awards.
The Africa, Middle East and Asia (AMEA) zone uses a similar tool called the Quality of Service barometer. The business market uses a specific professional customer satisfaction measuring system as part of the Customer Excellence approach. a policy of excellence for business customers To meet the specic needs of our business customers, for several years Orange Business Services has been implementing a customer satisfaction improvement programme: the Outstanding Customer Experience programme. This programme is an integral part of the conquests 2015 strategic project, which was adopted by the Group in September 2010. One of its priorities is to ensure that customers choose Orange for its exemplary customer experience.
Several projects are being deployed in France and overseas (see p. 84). ensuring that customers are at the heart of processes Being as close to customers as possible in order to understand their expectations, needs, difficulties and even disappointments is the rationale behind our Time to Market (TTM) offer launch process. It integrates a process for listening to customers views at the design phase of a new product or service through to when the offer is launched on market. For each new offer, a customer satisfaction ofce conducts: tests with potential customers of the offer prior to the launch; a qualitative study on customer moments and a survey following the launch to measure on-the-spot customer satisfaction, to analyse the rollout of the launch and, if necessary, implement improvement plans.
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and responsible treatment of employees and data protection. Business Continuity Plan for the business market tried and tested effectiveness In January 2011, following the political unrest which affected our activities in Egypt, we took the decision to transfer the activity of our Major Service Centre (MSC) in Cairo to our other MSCs in New Delhi, Rio and Mauritius. MSCs play a crucial role in the business market; they ensure customer service and monitor the proper operation of infrastructures, networks and information systems. This was the first time we needed to activate our Business Continuity Plan (BCP) for such a long period two weeks. The BCP has two priorities: to ensure the safety of employees and to maintain contact with our customers. Thanks to the hard work of our teams, we were able to manage the crisis effectively, which much appreciated by our customers. Our crisis management expertise was also recognised by IDC, a major research and consultancy rm operating in the information and communication technology (ICT) markets. They visited our MSC in Mauritius to evaluate our Business Continuity Plan; the resulting report paid tribute to the performance of our teams.
At the end of 2011, 26 Group countries were using the Time to Market strategy and 19 testing centres were operational worldwide. simplifying offers for customers This is a key customer demand. We are striving to ensure the reliability and simplicity of our offers and to develop high quality assistance services that support our customers throughout their Orange journey. A wager? In 2011, we removed over 1,000 products from our catalogue to simplify our offering. We also pursued our customer journey optimisation approach and we were able to optimise over 80 journeys in 21 countries. 24
Jean-Philippe Vanot
Deputy Managing Director at the France Telecom-Orange Group in charge of Quality and Corporate Social Responsibility
Our customers
They expect high quality services as well as personalised support. To reach our goal of offering the best customer experience in all of our markets, we
In our role as a digital coach, we can support parents to help their children enjoy the digital world safely. We have been working hard in this area for several years. Because the issues change so rapidly, so does our approach and that is why, in 2011, we strengthened our Group policy on digital protection for children. It is based on three common action principles, which can be easily adapted to different country contexts and needs: actively promoting responsible use by passing on clear messages and information issued by specialised institutions and associations. To raise the awareness of the greatest number of people, we are passing on clear rules on the use of new technologies to all of our users. We are also relaying mobile telephone usage precautions issued by governments and health authority recommendations to parents via a range of tools: usage guides for parents, special websites, awarenessraising campaigns, round tables, etc.
informing, supporting and training parents and educators: helping parents to instil responsible reflexes in their children through original pedagogical tools. This is one of the agship elements of our new policy. To reach out to schools, we have formed partnerships with specialised associations and experts (psychologists, addiction specialists, PTAs, etc.).
continuing to develop tools in order to filter content and apply parental controls in line with digital developments. We also offer free parental control tools for computers, mobiles, TV and VoD to limit access to inappropriate sites or content. These powerful tools are being progressively deployed in all countries. We also propose specially adapted offers for children and adolescents in line with parents expectations and requirements. In 2011, our European subsidiaries worked hard to promote child protection, and conducted numerous awareness-raising initiatives
(1) Adolescents and social networking sites TNS Sofres, July 2011.
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in all countries in partnership with local authorities, specialised associations and schools. This constant mobilisation was highlighted on Safer Internet Day. This is an annual event organised by the Insafe European network in 60 countries to promote the safe and responsible use of technologies and the Internet by children and adolescents (see p. 91 to 93). ensuring data security and condentiality Every day, a massive volume of important and condential data is exchanged on the Internet and on mobile telephones. At Orange, we offer effective solutions to protect customers personal data and to ensure that their private lives remain private. securing our offers For over ten years, France TelecomOrange has been conducting a technology watch on network security enabling it to monitor the development of threats (viruses, spam, phishing, etc.) and design appropriate responses. Data security is a top priority in the design of any new product or service. Group security teams regularly raise awareness among product marketing managers on the different risk factors, and provide security monitoring throughout development.
ensuring the condentiality of personal data The development of social networks, online shopping and mobile marketing has given rise to major new challenges in terms of data protection. In all our entities, we apply stringent measures to ensure that the private lives of our customers are respected (see p. 88-89). Several countries such as France and Spain have published a charter on data protection. A Group policy dening common action principles was drafted at the end of 2011
issue in as clear a manner as possible. For over ten years, the Group has followed the advice of national and international health authorities. We closely monitor scientific studies with our research laboratories.
addressing the radio waves issue The massive development and use of mobile telephones and the erection of relay antennas has given rise to some concerns on the possible ill effects of radio waves on health. At Orange, we understand these concerns and we believe it is our duty to address the 27
In December 2011, the Group made a commitment to the CEO Coalition via the A better Internet for Kids initiative launched by Neelie Kroes, Vice-President of the European Commission in charge of the Digital Agenda for Europe to promote actions at the European level. We also contributed to drafting the guidelines in the ICT Coalition for a Safer Internet for Children and Young People, which was published on 19January 2012 by 25 ICT companies.
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Serge Tisseron
psychiatrist and psychoanalyst and expert in the eld of youth-media-image relationships
n just a few years we have moved from a book-based culture to a screen-based culture. The former was a this one OR that one culture, while the latter is a this one AND that one culture. With the
an accessible world
ing
Today, the Internet and communication technologies available to as many people as possible.
to all
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an accessible world
Today, the Internet and mobile telephones have become indispensable in our professional and personal lives. At Orange, we believe that one of our key missions is to make the benets of information and communication technologies (ICTs) available to as many people as possible. This basic commitment in our corporate social responsibility policy also guides the actions of the Orange Foundation.
Tackling digital exclusion in all its forms includes reducing the geographical digital divide which is why we are deploying infrastructures in all our countries as well as implementing alternative solutions in remote areas. Our commitment also means contributing to economic and social development, making our services accessible to those with low incomes and stimulating entrepreneurship. It also means making our products and services easier to use by the elderly or by those with disabilities, and always making technology simple to use even for people with learning difculties. Above and beyond providing access, we want to encourage the emergence of new and innovative uses in key areas such as health, education and culture.
It is a lever of attractiveness in regions and countries. That is why we are continuing to combat the digital divide so that no geographical area is overlooked. To achieve this we are investing in networks, information systems, livebox, real estate, etc. This investment represented 12.7% of the turnover in 2011. We plan to increase our investment in networks in the 2011-2013 period. Close to 17 billion euros will be set aside, 2 billion of which will be invested in the bre optic programme in France and 500 billion of which will be used to modernise our 3G networks in Europe. These investments allow us to have high quality, convergent and shared very-high speed broadband networks that are able to cope with increasingly high volumes of data exchanges. The official ARCEP report on the quality of mobile network voice and data services (2G and 3G) in mainland France, published on 4 November 2011, confirms that Orange has the best mobile network in the country and offers the best coverage, the fastest mobile broadband, the best quality voice communications and mobile data services, etc. In developing countries where we contributed to numerous advances, much remains to be done to improve Internet access. Africa, in particular, is one of the continents with the fewest network infrastructures. That is why Orange is actively contributing to large-scale broadband and bre optic sub-marine cable projects (LION2, ACE, etc.), and is deploying innovative solutions to provide coverage in remote areas.
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speed broadband is the driving force of companies competitiveness. For communities, it simplies relationships between services and between users and administrators. In terms of society, it makes it possible to develop innovative solutions that facilitate everyday life, e.g. helping vulnerable, elderly, disabled or ill people stay at home. In this context, our commitment is clear: to enable everyone to enjoy the benets of very-high speed broadband (ber optic)
and 4G (mobile) networks (as we did with ADSL) and to achieve coverage of almost the whole country and for the mobile network to obtain a class one network rating from ARCEP. We also make a commitment to make service our trademark to accompany all our customers in discovering the digital world. For that purpose, all our teams are mobilised, as our advertising campaign illustrates, the Orange service, satised when you are.
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an accessible world
adapted solutions in remote areas In zones where it is too difcult or too costly to deploy ADSL technology, we offer innovative alternative solutions adapted to the local context such as our Internet satellite offer the Orange Flybox , which provides domestic Internet access via the mobile 3G high speed network. Another example is our solar-powered radio stations, which have been installed in remote villages without electricity to provide them with telecommunications services. At the end of 2011, 2,065 solar sites including 1,416 solar-powered mobile radio stations had been installed in 17 countries. This programme won the Best mobile tech34
nology in developing countries prize at the Global Mobile Awards in 2011. working with our competitors To accelerate the deployment of infrastructures in remote areas, we are sharing network infrastructures with our competitors. This is a win-win situation, which increases geographical coverage while minimising our environmental footprint and controlling costs. Concerning mobile network infrastructures, in addition to passive equipment (buildings, pylons, masts), we are also in the process of developing RAN sharing (sharing infrastructure with competitors). While this is the most effective approach in terms of gains, it is also the most complex to
implement. In 2007, we signed a RAN sharing agreement (rolled out over ve years) with Vodafone in Spain. The aim is to work together to deploy 3G coverage in towns with between 1,000 and 25,000 inhabitants, i.e. around 13 million inhabitants in total. Upon completion, around 5,000 sites will be shared. Another recent example is the joint venture we set up with Deutsche Telekom in Poland to share the mobile network throughout the country. Concerning sharing bre optic network access infrastructures, in 2011 in France, we signed sharing agreements with Free and SFR, and in the beginning of 2012 with Bouygues, to accelerate bre optic deployment.
euros; 67% of which was funded by Orange Poland and the remaining amount of which was covered by European funds.
our goal is to develop these markets further. That is why we are committed to actively contributing to economic and social development in the AMEA zone by investing 800 million euros each year. Our rst priority is to increase network coverage and develop offers for individuals with low incomes by offering second-hand telephones and implementing innovative solutions that tackle poverty such as the Community Phone, which has provided mobile telephone access to over 1,700 villages with over 500 inhabitants in Mali, Niger, Cte dIvoire and the Central African Republic; or our mobile reverse charge call service Pay for Me or our Emergency Credit service, which gives customers extra minutes if they need to call someone urgently but their credit has run out. But we are going much further than this: in collaboration with each country we are developing thematic or sectoral solutions in line with their development priorities: education, rural development, agriculture, health, etc. We are offering adapted tariffs, special connections, school and educational equipment, SMS services that send useful business information such as the market prices of agricultural commodities, etc.; we are encouraging the development of an eco-system based on new technologies which promote entrepreneurship either directly such as setting up a start-up business incubator in Senegal (and soon in Niger) or facilitating economic transactions with the Orange Money solution or indirectly by stimulating the creation of business via initiatives such as the African Social Venture Prize or the Ideas for Enterprises competition in Moldova. We are also working closely with local actors (experts, universities and specialised schools) to promote the development of key skills in each country. 35
an accessible world
Orange Tunisia committed to supporting the local content industry Through its Developers Programme launched in October 2010, Orange Tunisia encourages the creation of 100% Tunisian mobile telephone applications in partnership with a number of engineering schools in the country and especially in disadvantaged regions. The objective is to promote Tunisian expertise in this area and to support the emergence of a veritable ecosystem as a precursor to a profitable and sustainable mobile content industry with a high potential for innovation and job creation opportunities for young Tunisians. The results at the end of 2011 were more than promising: over 800 individuals were accepted, 600 were trained in the framework of their university studies and around 30 applications were produced. And Orange Tunisia has no intention of resting on its laurels, it is planning to further promote and extend the network to include around 2,000 young developers by setting up regular targeted activities which involve all stakeholders and business angels. Orange Money is extending its reach In Africa, in order to remedy the lack of banking infrastructure, we developed Orange Money: a simple, secure solution enabling users to open a payment account linked to a mobile number. With Orange Money, communities with no access to traditional banking services can now open an account, transfer money to their loved ones or pay bills in a simple and accessible manner. Orange Money is also a means for companies and small businesses to simplify payment for trade services and even wages.
This service, offered in partnership with a major bank, has a high level of security to avoid the risk of theft or fraud. At the end of 2011, it was available in eight countries (Mali, S e n e g a l , C t e d I v o i r e , N i g e r, Botswana, Kenya, Madagascar and Cameroon) and had over 3 million users. The aim is to roll it out in all our African and Middle-Eastern markets to reach 30 million customers by 2015. rst edition of the African Social Venture Prize Launched in June 2011, the African Social Venture Prize was set up to support entrepreneurs and start-ups using information and communication technologies (ICTs) to meet the needs of local communities. The call for projects, which was open from June to September 2011, received over 600 applications on a wide range of subjects such as health, agriculture, education, and financial and merchant services, reecting the entrepreneurial and telecommunications potential in Africa. The three winners of the first edition were revealed at the AfricaCom A w a r d s h e l d i n C a p e To w n o n 9November 2011: a remote irrigation project in Niger using mobile technology to help growers, the Agasha Business Network, a Ugandan start-up using the Internet to help small-and medium-sized African enterprises, and Kachile, an Ivorian start-up selling artisan products on line. In addition to the prize money worth up to 25,000 euros, these projects will receive six-months support from specialists working in our local subsidiaries and strategic support from the venture capital company Innovacom.
36
Marc Rennard
International Executive Director of France Telecom-Orange in charge of Africa, the Middle-East and Asia
lready present in Africa and the Middle-East, more and more our goal is to become the benchmark operator in this highpotential zone. To succeed we are focusing on our ability to innovate and offer adapted solutions that meet the needs of local communities. Combating poverty, the lack of infrastructures, youth
an accessible world
Orange Spain: receiving recognition for its accessibility initiatives In 2011, Orange Spain launched its first catalogue of independent living offers, which was certified by the Spanish committee of representatives of people with disabilities (CERMI) to acknowledge the efforts made to improve access to telecommunications for almost 4 million people living with disabilities in Spain. Two stores have also been fitted with audio induction loops to make it easier for people with auditive impairments to speak to sales staff. This initiative was implemented in collaboration with the Spanish confederation of deaf families (FIAPAS). As of 2012, all new points of sales will include audio-induction loops and our aim is to equip all Orange Spain stores by 2015.
need to reduce costs. For over ten years, we have been modernising infrastructures, equipping hospitals and clinics with software and communication solutions and offering solutions that make it easier for medical practitioners to coordinate the administration of healthcare. We have also developed offers that help elderly dependent people and patients suffering from chronic illnesses stay in their homes. All our offers prioritise the respect, comfort and safety of the individual, maintain social links with the family and facilitate medical care and follow-up. In developing countries, telemedicine solutions are making a real difference in places where there is a lack of hospital and healthcare infrastructure. Our Orange Healthcare division has launched tele-diagnosis solutions in a number of African countries such as tele-dermatology via mobiles in Botswana and Egypt, screening gynaecological cancers in Madagascar, real-time health monitoring of 200 children in Mali Other pilot schemes are ongoing notably in the framework of our partnership with mHealth Alliance, which aims to deploy mobile telephone health solutions in West Africa. Orange Kenya launches a drug authentication service Launched in partnership with the mPedigree NGO, this free drug authentication service has been operational since October 2011. In certain countries where the percentage of counterfeit drugs can be as high as 50%, patients and medical personnel need to be able to check the authenticity of drugs; this is now possible by sending an SMS containing the drug code hidden under a scratch tab. The response indicates whether the drug
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is authentic or not and provides the service user with a laboratory telephone number to contact in the event that the drug is a counterfeit. With this service, Orange is supporting Kenyas public health policy to target organised crime. healthpresence in Senegal In November 2011, Sonatel, our operator in Senegal, launched a remote medical consultation solution in the This Hospital, located 92 km from Dakar. Healthpresence facilitates high quality interactions between the patient at the medical centre in Tivaouane and a doctor in This. If necessary, the doctor can consult a specialist in Dakar. This solution provides the doctor with a range of medical data about the patient: blood pressure, heart rate, blood sugar, etc. Doctors can also prescribe medicines remotely. online medical assistance in Bhutan Orange Business Services, in collaboration with Regal Information Technology, is supplying the Kingdom of Bhutan with real-time public health services. With the creation of a medical assistance centre, the Ministry of Health wants to offer citizens reliable and high-quality healthcare services. Thanks to the special Health Line Call Centre, medical advice and emergency services are available 24/7.
A good example of this is the Orange Digital Solidarity project, which was launched at the end of 2010 by the Orange Foundation. With support from Orange volunteer employees, we organise digital workshops on behalf of partners working in the voluntary sector. These cover a wide range of themes such as basic computer and Internet usage, writing a CV, advanced use of office tools, using social networks and even more advanced uses. Poland and Jordan: two major education initiatives In 2010 in Jordan, Orange launched an ambitious strategy to increase the local populations access to ICTs as well as providing educational support. The Orange Broadband Fund aims to extend Internet access to the regions (i.e. beyond the capital). It has three specic objectives: to raise the populations awareness of the importance of the Internet in terms of learning and productivity, to improve Internet access, and to use it as a training tool. The funds will mainly be used to provide an Orange ADSL connection as well as the necessary infrastructures and equipment for 500 schools in the country. In Poland, the Education with Orange Poland Internet programme, deployed since 2004, continues to provide schools with Internet access at preferential rates. At the end of 2011, over 14,500 schools and 4.5 million pupils were able to access the Internet. Orange Poland has also provided Internet access to 3,200 municipal libraries.
39
r l of pacts
In a world with limited natural resources, companies will only the environmental impact of the life cycles of their products and services. environment.
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In a world with limited natural resources, companies will only be able to ensure their long-term success by controlling their energy consumption andreducing the environmental impact of the life cycles of their products and services. For Orange, it is obvious long-term success is only possible if we better control our impact on the environment. To achieve this we are acting onthree fronts: reducing the environmental impact of our operations by lowering greenhouse gas emissions and optimising waste management; reducing the environmental impact of our customer products thanks to eco-design and promoting eco-friendly usages; developing innovative products and services that allow individuals and companies to be greener citizens.
increasing energy costs, those telecoms operators which survive will be those that manage to install high-quality low-energy consuming networks. ambitious goals to meet theenergy challenge Orange is committed to reducing its CO2 emissions by 20% and its energy consumption by 15% between 2006 and 2020. These objectives are a key component of the conquests 2015 strategic project and are quarterly closely monitored by the Groups Executive Committee with the help of special indicators. Since 2009, we have been implementing action plans based on three levers in all our entities: reducing the energy consumption of networks, information systems and buildings; deploying solutions that rely on renewable forms of energy; reducing emissions caused by vehicles and employee business trips.
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our entities in France, Spain and Poland, and Orange Business Services, Equant and two representatives from the EME (Europe and Middle East) and AMEA (Asia, Middle-East and Asia) zones to study and implement efcient energy solutions for buildings; the Sustainable Mobility Department, which supervises all aspects linked to employee travel, deploys video-conferencing solutions and optimises the Groups vehicle eet management.
resents almost 4,800 tons of CO 2 emissions; 16 million litres of fuel saved in 2011 thanks to the renewed vehicle eet.
improved governance
In 2011, three specialised departments conduct our action: the EER Energy & CO 2 Emission Reduction Department, in charge of steering network infrastructure energy reduction actions in the ITN (techniques and information systems) domain; the Groups Buildings Department, which meets quarterly and brings together the Heads of Real Estate from
In Europe, Orange is piloting a scheme to establish a common method to measure the footprint of organisations working in the information and communication technology (ICT) sector. We are also supporting the work of the International Telecommunications Union and various standardisation organisations (ETSI, ISO, IEC, and CENELEC). commitments applied to our products and services Our efforts will be in vain if we only reduce our internal impact. We must offer our customers eco-friendly products and services that help them to control their own energy consumption. For several years now, we have been using the principles of eco-design for new products. Following the eco-design of the Livebox in 2007 in the framework of a strategic partnership with Sagem, we are now extending this approach to the eco-design of services. This is a new area and we are mobilising multidisciplinary teams of experts, Orange Business Services, Research & Development and Purchasing. In 2011, two Cloud Computing services (under development) have undergone a life cycle analysis: Flexible Computing Express and Unified Communication as a Service (UcaaS) (see p. 139).
European Commission for its rigorous application of the European Data Centre Code of Conduct on the energy efficiency of data centres. A further two certication applications were submitted in the beginning of 2011 for our data centres in Ld, in Poland, and Val-de-Reuil, in France. In Val-de-Reuil, the new generation data centre, which will be inaugurated in 2012, has been built in accordance with the Haute Qualit Environnemental (HQE; in English high environmental quality) standard. Built from natural materials, this data centre will rely on fresh air intake to cool its IT areas, thus reducing the need for articial air conditioning systems. It will save the equivalent of the electrical consumption of 15,000 individuals per year, i.e. 7.5MWh/year. With a Power Usage Effectiveness of 1.3, this new Orange
data centre will be one of the most eco-efcient data centres in the world. new building certications To improve the environmental performance of our stock of buildings, in several countries we are progressively deploying improvement plans based on existing best environmental practice and market standards: the Btiment Basse Consommation (BBC; in English low energy consumption building) or the HQE standard in France, and BREEAM(1) and LEED(2) in other countries. In 2011, we obtained several new certifications for the environmental performance of our property developments: In France, four sites obtained HQE Construction certication (the Orange
Stadium in Saint-Denis, Orange Village in Arcueil, Lumine & Sens in Bordeaux, and the Orange Campus in Montrouge). The Arcueil, Paris-Olivier de Serre and Saint-Denis sites also obtained the HQE Exploitation label (high environmental quality operation) label in recognition of the environmental performance of the buildings operations. The Apollo site in Montpellier obtained BREEAM certication. Finally, two sites (Caen Venoix and ParisOlivier de Serre) obtained the HQE Rnovation label a new category for ofce building renovation projects. In Egypt, the Cairo site obtained LEED Gold certication the highest environmental performance level granted by LEED. In Poland, the future headquarters of the Orange Poland Group in Warsaw will be built in accordance with the BREEAM standard (construction started in 2011). Bilans Carbone (tool used to calculate carbon footprints) results In 2010, with help from a specialised rm, we decided to completely assess the CO2 emissions linked to our activities using the Bilan Carbone method developed by ADEME. In addition to direct emissions (energy consumed by buildings, fuel for vehicles, network electricity, etc.), which have been reported annually for several years, this exercise enabled us to identify other sources of greenhouse gases both upstream and downstream of our direct carbon footprint.
The main identified sources of emissions were electricity required for the network, the manufacturing of customer equipment (Liveboxes, mobiles), the manufacturing and implementation of network infrastructure and equipment, and employee journeys. Thanks to this extended evaluation, we now have a clearer vision of the carbon footprint of our activities. This will enable us to adapt our strategy to combat climate change by focusing on key areas, i.e. reducing network energy consumption (energy action plan), the impact of handsets (environmental information, offers without mobiles, etc.) and the reduction of emissions linked to business travel.
(1) Environmental assessment method for buildings developed by the Building Research Establishment (BRE) - equivalent to the HQE standard in English. (2) Leadership in Energy and Environmental Design (LEED): North American standardisation system created by the US Green Building Council.
It is estimated that between 20% and 30% of these handsets are kept by their owners but are not used. Giving electronic equipment a second lease of life is a major challenge: economically because handsets contain rare and precious materials (gold, silver, etc.) that can be recuperated; socially because they can be passed on to people with low incomes (especially in developing countries); and environmentally because it is crucial to properly dispose of the harmful substances (lead, mercury, cadmium, bromine containing compounds, etc.) contained in handsets. Orange is mobilised on all fronts We are addressing the issue on a number of fronts in order to: extend the life of mobile telephones by putting in place schemes to encourage customers to keep their existing telephones for longer; sell reconditioned second-hand
mobiles by gradually extending the trial piloted in France and in other European and African countries over the last two years; increase the collection rate of used telephones to +50% per year by improving customers awareness of the issue and by implementing incentives. In 2011, our European entities collected over 1 million used mobile telephones from their customers, representing an increase of 100% compared to 2010. Seven European countries have launched initiatives to re-purchase used mobile telephones with signicant results (in Romania the collection rate reached 14%). In June 2011, we also launched a prototype of used phones smart collector called Mobo, which is being piloted in France and Slovakia with very promising results. It was designed to help us reach our objective of a 50% collection rate per year.
a voluntary initiative in Africa In emerging countries and especially in Africa, the problem of recycling used equipment is growing due to the lack of local well-structured and controlled networks. Since 2009, Orange has been implementing the Africa Project, whose aim is to set up a network to collect and recycle used mobiles from the African market. In partnership with Emmas International, the initiative consists of setting up used mobile telephone collection centres in African countries. Following the opening of the first workshop in Burkina Faso in 2010, two further workshops were opened in Benin and Madagascar in 2011. The collected waste is shipped back to France where it is received by Ateliers du Bocage (a social employment association linked to Emmas), the waste is then sorted before being sent to European recycling plants. By the end of 2011, over 31 tons of waste materials had been collected (representing around 210,000 mobile telephones). We are planning to create two new workshops per year and cover a further 10 countries in the next three years. To ensure absolute traceability, we have asked Pricewaterhouse Coopers to conduct an annual audit in each country. It is hoped that this initiative will contribute to developing eco-responsible mobile telephone markets in Africa.
46
Vivek Badrinath
Executive Director of Orange Business Services, France Telecom-Orange Group
I am convinced that we have only seen the tip of the iceberg in terms of what new information and communication technologies (NICTs) can offer. The outlook is promising; according to the
We actively participate in initiatives, which, thanks to ICTs, allow us to develop greener practices at all levels of society, e.g., new forms of mobility (vehicle sharing, GPS systems, etc.), new ways of working (teleworking, machine-to-machine, etc.), new ways of designing towns and homes (home automation systems, digital communities, etc.) and new ways of managing energy (smart electrical networks). Orange Business Services offers a range of solutions that facilitate teleworking and collaborative working practices in companies, optimise vehicle fleet management, consolidate and virtualise infrastructures, make exchanges paperless, provide telemonitoring systems, etc., to enable our customers to reduce their environmental footprint (see p. 142). In addition to technical solutions, we offer Green IT consultancy services. Our aim is to help our customers improve the energy efciency of their information systems and to use ICTs to reduce their environmental footprint. In 2011, in association with JouleX, we launched the rst energy audit service for IT equipment in France.
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Cristina Bueti
Programme Coordinator for Climate Change and Information Communication Technology at the International Telecommunications Union
in order to develop ICT environmental impact evaluation methods. In the past, different methods were used to evaluate the carbon footprint of ICTs and this lack of a common method was an obstacle to disseminating credible information about climate change.
(1) International Telecommunications Union, a specialised ICT agency of the United Nations.
11 ents
ur roadmaps
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2012
52
a long-term commitment
the Groups approach Corporate social responsibility is vital for the Groups ongoing success and creates value for all its stakeholders. Orange has developed an ambitious strategy to enable it to become the benchmark for corporate social responsibility in the telecommunications sector. This strategy, which is core to the companys conquests 2015 project, is translated into practical action plans revolving around four basic commitments that involve every entity in the Group: recognising and supporting employees; ensuring transparency, quality, security and safety for our customers; sharing the benefits of the digital world with the greatest possible number of people; finding innovative solutions for a greener world. Implementing this strategy requires a structured approach based on special department, tools, and reliable audited reporting processes.
a historic commitment
Corporate social responsibility is firmly anchored in the history of the France Telecom-Orange Group as is its commitment to sustainable development. France Telecom-Orange signed the ETNO (European Telecommunications Network Operators) Environmental Charter in 1996, and in 2000 was one of the first companies to sign up to the United Nations Global Compact. The Group is also involved in a wide range of organisations and initiatives focused on corporate social responsibility and sustainable development such as: the Observatoire sur la Responsabilit Socitale des Entreprises (ORSE or CSR observatory), which brings together companies and their financial partners that care about CSR; CSR Europe (European network for corporate social responsibility, which brings together more than 60 Europe-based multinationals); the Global e-Sustainability Initiative (GeSI), which includes telecommunications manufacturers and operators; the Mobile Phone Partnership Initiative (MPPI), operating under the aegis of the United Nations Environmental Programme, which brings together major suppliers and operators to develop codes of good conduct for the collection, shipment and reconditioning of used mobile telephones; t h e E n e r g y E ff i c i e n c y I n t e r- O p e r a t o r Collaboration Group (EE IOCG), which brings together major global operators together to promote energy efficiency in the ICT sector; the Mobile Alliance Against Child Sexual Abuse Content launched in 2008, is an alliance of mobile operators working together to combat the sexual exploitation of children on the Internet.
a strengthened approach
The companys new conquests 2015 project, unveiled in July 2010, confirms the central position of CSR, which is at the heart of the Groups new strategy. 4 major commitments France Telecom-Oranges approach to CSR is shaped by four basic commitments: recognising and supporting employees; ensuring transparency, quality, security and safety for our customers; sharing the benefits of the digital world with the greatest possible number of people; finding innovative solutions for a greener world. 8 strategic priorities The definition of Oranges strategic CSR priorities is based on two complementary elements: analysing stakeholders requirements, which are identified through regular discussion and research carried out at Group level and in three main countries (see p. 59-61); identifying risks and opportunities relating to sustainable development and assessing their impact on the companys growth. Priorities in this respect are updated at least once a year to keep abreast of changes in the field. For 2010-2012, eight strategic priorities were defined. Each of these priorities can be broken down into specific objectives, which are accompanied by key performance indicators (see p. 54);
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commitments
recognise and support employees ensure transparency, quality, security and safety for our customers share the benefits of the digital world with the greatest possible number of people
priorities
Place people at the heart of the company through a new social contract to support employees in their development and meet corporate and societal challenges, particularly in respect of equal opportunity
Lead the way in service quality with our European activities Promote and ensure safe and responsible use of products and services, particularly with regard to protecting children, respecting privacy and data security
Promote digital inclusion by developing offers and solutions for the greatest number of people and reducing all forms of the digital divide Promote the economic and social development of countries in which the Group operates, through its services
Bring eco-designed products and services to market, and help to reduce customers environmental footprint through the Groups offerings Play a significant role in the collection and recycling of mobile handsets Manage the Groups energy consumption to decrease its CO2 emissions by 20% by 2020
Turnover of offers contributing to a reduction in the environmental impact of our customers Rate of mobiles collected in comparison to the number sold by Orange Total energy consumption of the Group
Entities
Group functions
CSR manager
54
a structured approach
France Telecom Orange sets aside considerable resources to implement its corporate social responsibility strategy and reach its objectives. strengthened organisation The Groups corporate social responsibility affairs are managed in a special department: the CSR Department. Reporting to one of the Groups Assistant General Managers, the CSR Department answerable to the Executive Committee and its Manager is a member of the management team. CSR sponsors, reporting to the highest organisational level, have been appointed in each Group function and entity operating in all the Groups markets. Meeting two times a year within the CSR Sponsor Committee, they ensure the implementation of the strategic directions decided upon by the Groups Executive Committee. A network of CSR managers who meet every two months helps with the operational deployment of the CSR policy. To help incorporate CRS issues in the decisionmaking processes of the subsidiaries, CSR committees have been formed in a number of countries (Senegal, Poland, Spain). a rigorous and audited process France Telecom Oranges CSR policy applies the principles of inclusiveness, materiality and responsiveness as defined in the AA1000 APS (2008) standard. This is the international reference for corporate social responsibility and emphasises the need to take stakeholder requirements into account (see appendices for more details on the application of the AA1000 standard). The Group has also adopted the principles defined in the new ISO 26000 standard relating to social responsibility, which was published in November 2010.
CSR is managed through a special reporting tool called Indicia, which measures changes in the performance of each entity through qualitative and quantitative questionnaires. The definitions and methodologies for reporting each indicator have been clearly formalised in line with the relevant international guidelines, particularly those of the Global Reporting Initiative (GRI see orange.com, CSR section). For several years, Orange has had an external CSR audit carried out by one of its auditors (see appendices) in order to ensure the reliability of indicators and the proper application of the Groups commitments in the entities. In 2011 in particular, an audit into reasonable assurance was carried out on the Groups approach and its roadmap.
recognised performances In order to gain an external view of its policy, France Telecom Orange responds to questionnaires from non-financial ratings agencies every year and maintains a regular dialogue with financial analysts and socially responsible investors. The Group has been included in the FTSE4Good index since 2002, and also the Aspi Eurozone index managed by ratings agency Vigeo.
focus main CSR awards received by the Group in 2011 the 2011 Global Mobile Awards, Orange received the prize for best mobile technology in emerging countries for its solar-powered station construction programme in Africa and the Middle East. For the third year running, Orange Business Services ranked first in the Verdantix Green Quadrant Sustainable Telecoms Europe report, confirming its commitment to sustainable development and corporate social responsibility in terms of customer solutions at the Group level. Orange Business Services was among the leaders in the most recent Magic Quadrant, which was published by Gartner, Inc. In November 2011, Orange won the Entreprise numrique co-engage prize for its Shared Medical Imaging solution in the framework of awards that promote green digital technology and reward creation, invention and digital technology that promotes sustainable development. The 2011 study carried out by the Centre franais dinformation sur les entreprises (CFIE or French corporate information centre) ranked the Groups corporate social responsibility report number one out of 50 companies. This ranking reflects the accuracy and completeness of published data. In Poland, Orange Poland is one of the most socially responsible companies in Poland according to 5th edition of the ranking of socially responsible companies organised by the newspaper Dziennik Gazeta Prawna, the Kominski university and the Responsible Business Forum. Orange Poland came first in its category: Telecommunications, technology, media and entertainment and third overall. In February 2012, Orange obtained the 2012 Top Employers label for its human resources policy in France, Begium and Poland and in Spain in 2011(see p. 73). Within the framework of a trophy organized by the European Commission, Orange received the the prize for best salaried voluntary service programme in Romania for its ENGAGE project. The Orange quality of service and network quality were also awarded several times.
At
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Vigeo rating
France Telecom November 2011 sector: Telecommunications companies in sector panel: 24 sector performance company performance environment : incorporation of environmental considerations into the manufacturing and distribution of products, and into their use and 100 disposal. human resources: labor relations, 75 working conditions, health and 50 safety, career development and training, remuneration system. 25 human rights: fundamental human rights, freedom of association, non0 discrimination, forced and child 2009 2011 2009 2011 2009 2011 2009 2011 2009 2011 2009 2011 labor. community involvement: impacts, Scores/Trend 45 50 40 55 45 59 69 63 52 55 51 58 on local communities, contribution to social and economic developRating + + + + + = ment, general interest causes. 2009 global score: 48/100 2011 global score: 56/100 business behaviour: relationship with clients, suppliers and subconThe score is the level of companys CSR engagement on a 0 to 100 scale. It is based on an analysis of the com- tractors, prevention of corruption panys policies and their effectiveness. The rating is the positioning of the companys performance compared to its and anti-trust. sector. corporate governance: board of directors, audit and internal con++ the company is ranked as a leading performer in its sector trols, treatment of shareolders, + the company is ranked as an active performer in its sector executive remuneration. = the company is ranked as an average performer in its sector . the company is ranked as a below average performer in its sector .. the company is ranked as a poor performer in its sector environment human resources human rights community involvement business behaviour corporate governance
9.2 billion
customers
5.5 billion
net tangible and intangible investment (1.7% of France investments) (in turnover)
19.6 billion
suppliers (purchase of goods and services)
45.3 billion
among which 60% in France(1) (that is 1.3% of the GDP)
(1) Included Orange Business Services and IC&SS.
1.1 billion
banks and bondholders (nancial charges)
0.8 billion
R&D expenditure
3.7 billion
shareholders (paid dividends) among which 1.0 billion for the State
0.9 billion
reduction of the debt and other elements
4.5 billion
public authorirties (duties and taxes)
0.1 billion
corporate sponsorship and philanthropy
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responsible governance
a founding document: the Groups Code of Ethics
The France Telecom Board of Directors adopted a Group-wide Code of Ethics in 2003. The Code (available on www.orange.com) sets out the Groups actions with regard to its customers, shareholders, employees, suppliers and competitors, and also with regard to the environment and countries in which the Group operates. It also sets out a certain number of principles relating to individual behaviour with which each employee, manager and director is expected to comply. This Code of Ethics is an integral part of the Groups guiding principles along with those of the Universal Declaration of Human Rights, the International Labour Organization (ILO), the United Nations Global Compact and the guiding principles of the OECD for multinational corporations. For more information: http://www.orange. com/en_EN/responsibility/our_approach/ethics/ a network of ethics advisers The Group has set up a dedicated system: the Group Ethics Committee, consisting of four members appointed by the Chairman, ensures the consistent application of the Codes principles and advises entities on their implementation; in each country or entity, a network of ethics advisers helps to coordinate and disseminate the policy and ensures that its principles are applied in a manner appropriate to local contexts and disciplines. employee awareness The Code of Ethics has been communicated to all employees worldwide. Employees can learn about the Codes principles through an e-learning module (available in eight languages), which includes practical simulations inspired by actual cases. The content is regularly updated and tailored to countries and business lines in order to reflect the everyday experiences of employees. Every year, all countries use in-house communication campaigns to bring the Code to life among employees by adapting it to the local context.
populations in jobs exposed to increased risks of conflict of interests or insider trading (administrators, insiders, delegates, finance function, prescribers or negotiators) with additional training. In 2011, a new ethics module was added to the SME manager seminars on the theme of sole traders.
local purchasing contracts include a clause on Ethical practices corporate responsibility that sets out France Telecom Oranges demands in this area (see p. 62).
At Orange Business Services, five versions of the Code of Ethics have been produced (Audit Charter, Accounts Charter, Fiscal Deontology Charter, Specific Rules for the Purchasing Department/Ethical Sales Rules and Procedures) are available to all staff in the Ethics section on the intranet. Risks connected to ethics are identified and listed in an ethics practical guide produced in French and English. This list was reviewed on 20 October 2011 at the quarterly Ethics, Fraud and Revenue Assurance Steering Committee meeting. To encourage getting to know these documents, an internal ethics communications campaign was distributed in December 2011 to all Orange Business Services staff with a video interview with Vivek Badrinath, Orange Business Services Executive Director and Patricia Waldron-Werner, Human Resources Director and CSR sponsor. In addition to this campaign, specific information on the gifts policy was sent to all staff in a push mail. Two presentations on ethics were made to the Executive Committee in October and November 2011. In addition, a section on ethics was inserted last year in the welcome book for new arrivals. In Armenia, the Ethics Committee was launched officially in April 2011. This launch was announced in an e-mail sent to all staff by the CEO of Orange Armenia, Bruno Duthoit, who used the opportunity to remind staff of the importance of the ethics charter.
In Poland, 96% of Orange Poland staff and 87% of PTK Centertel staff took an e-learning ethics training module. In 2011, Orange Poland put in place a new interactive ethics training module with strengthened content particularly on the theme of human rights, equality of treatment, discrimination, corruption and conflicts of interests. This one-hour training course is also provided for sub-contractors. Ethics are also now a part of the corporate social responsibility training session. a concept extended to service providers To raise awareness among some of its call centre service providers, Orange France produced a special quiz. A similar process is under way for network companies and home support services. Moreover, as part of the Groups responsible purchasing policy, all contracts with suppliers listed at Group level and a growing proportion of
In France, 13 business line ethics guides and 12 quizzes are available on the intranet to provide employees with the opportunity to test their knowledge of the rules of conduct specific to each business line. New quizzes are being prepared for 2012. A procedure for dealing with conflicts of interests has also been made available to managers and
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reminder of the events On 27 January 2011, Hosni Mubaraks government ordered all operators to close telecommunications networks. Mobinil had no choice but to comply, the lives and freedom of its staff could have been in danger. Two days later, Egyptian authorities authorised the use of voice services again. Operators where then ordered to send text messages to their customers. Wanting to preserve above all the freedom, or even the physical safety of its staff, Mobinil executed the order taking the precaution of saying that the messages were sent and dictated by the government. Orange considers that the United Nations directing principles for businesses and human rights, approved in June 2011, are a significant milestone in clarifying the duties of governments to protect human rights and the responsibility of businesses to respect these rights. Orange, in common with other stakeholders, must define the way in which UN principles must be applied in our sector, all the more when they touch the freedom of expression and the private lives of citizens. Orange has started to work with a certain number of other operators and manufacturers in the telecommunications sector to deal with these questions jointly. An Industry Dialogue was initiated during the summer of 2011. It must explore the interaction and borders between the duty to protect and the responsibility to respect human rights. Participating businesses want to develop and provide jointly largely accepted principles, tools and mechanisms of reasonable diligence to respect the private lives of citizens and freedom of expression. Specific information to provide and schedules must systematically be developed in the first days of the process. Participants are looking for idea contributions and feedback from a wide variety of stakeholders in the first stages of the dialogue to verify that their work is built on proper understanding of expectations, rather than industrial principles developed in isolation.
In 2011, the companys Governance and Corporate Social Responsibility Committee met nine times. Its remit was extended to include examining the main risks and opportunities relating to the environment, the Groups social policies, all the information published by the Group on community and environmental matters and the main directions of the corporate social responsibility policy.
proactive prevention of fraud and corruption France Telecom-Orange has drawn up a proactive policy to prevent fraud and mitigate any possible consequences thereof. This programme has been deployed throughout the Group since 2006. The programme is drawn up and managed by the Fraud and Revenue Assurance Department, which ensures the proper deployment of the strategy and its effectiveness among the Groups managers. The anti-fraud policy, which was updated in 2010 (available in French and English), can be consulted by all employees on the intranet. Each entity manages its own policy based on Group policy principles at the local level. Several anti-fraud modules have been developed, one of which is specific to the prevention and detection of corruption. The anti-corruption module has been deployed in the Groups main entities, which are responsible for over 97% of the Groups turnover. A module on preventing fraud at the management level has also been introduced in the same entities. Since 2009, these two modules have been internally and externally audited every year to comply with the Sarbanes-Oxley Act. Employees are regularly reminded of the risks of fraud and corruption. A number of information and training tools can be accessible by employees on the intranet including a collection of practical cases, an anti-fraud guide for use by managers, and e-learning modules. Every year, members of the Fraud and Revenue Assurance Department pay numerous visits to entities to support the deployment of the system. In 2011, members travelled to 22 countries to raise awareness among management teams on the main risks of fraud and corruption. All employees or suppliers wishing to signal a suspected fraud can use the whistle-blowing process to pass on any information (via a special e-mail address) and facts that may constitute an offence or fraud in the financial, accounting, banking domains or pass on any information which helps combat corruption. This procedure means that these alerts can be dealt with in confidence and independently, and ensures the protection of employees.
58
a multi-level dialogue
France Telecom Orange is involved in dialogue with its stakeholders on a number of levels: at Group and business line level, which ensures consistency throughout the company; at country level, which is the most in touch with local issues and players. In addition to exchanges carried out at Group level, each country draws up and implements its own system of dialogue with its local stakeholders, using a number of resources (surveys, individual meetings, panels of stakeholders etc). Besides closer links and improved mutual understanding with local stakeholders, these processes enable the Group to detect weak signals: emerging requirements or issues not identified through traditional channels. structured processes in the main European entities Several years ago, three countries (France, Spain and Poland) introduced their own systems for dialogue with stakeholders, in line with the priorities of the Groups CSR policy. In July 2011, Orange France carried out a new survey to identify CSR requirements among a sample of 975 people representative of French society. An additional qualitative survey in the form of meetings with participants selected for their involvement in the telecommunications sector helped to cover themes corresponding with major requirements in more depth: child protection; clarity of offers and quality of listening; health, environment; jobs, Internet and mobile phone access for all; economic role of telecoms operators.
In Spain, the comprehensive process implemented in 2011 made it possible to enrich the drawing up of CSR action plans by including in them the priority requirements of stakeholders. In Poland, stakeholder panels met in three different regions to discuss key CSR issues.
a more robust process at Orange Business Services Orange Business Services embarked in 2011 on a project aimed at strengthening and structuring its dialogue processes with stakeholders: on a worldwide level, by putting in place a dialogue on CSR challenges linked to products and services; on a local level, using structured dialogue approaches in the main countries. The first milestones in a dialogue approach were laid down in Russia at the end of 2011. Other key countries will follow in 2012, particularly the United States and Egypt. Objectives: to enrich the vision of the main issues and avenues for improvement in respect of corporate social responsibility; to identify the priority requirements of stakeholders in the various markets; to gain a better understanding of CRS issues connected with the Groups business products and services.
a Group method deployed in 11 subsidiaries Since 2009, Oranges CSR management has developed a methodological tool to help countries that do not yet have a structured process for dialogue with stakeholders: the CSR Dialog Toolkit. The CSR Dialog Toolkit helps to enhance the value of CSR initiatives already embarked upon by subsidiaries and to increase their impact by integrating the perceptions and requirements of the leading local stakeholders. It contributes to the deployment of the Groups CSR strategy by providing a common framework ensuring the consistency of the actions carried out in the different countries. Based on internal blue sky workshops and external meetings with stakeholder representatives, the toolkit enables subsidiaries to gain an understanding of internal and external views of CSR issues and gives rise to the creation of a CSR action plan suited to local issues and consistent with the Groups CSR priorities. The methodology has been designed to be easily adapted to all Group entities, whatever their resources. Initially tested in pilot countries in Africa, this tool was deployed in six new countries in 2011: Armenia, Moldova, Switzerland, Cte dIvoire, Cameroon and Senegal. Including the three main countries, a total of 14 Group subsidiaries (including nine in Africa) accounting for over 70% of sales deployed a structured dialogue process with their local stakeholders. The extremely rich feedback reveals strong trends in each zone: service quality and child protection in Europe; the contribution to economic and social development in emerging countries.
59
focus Senegal, Armenia: two examples of dialogue processes initiated in 2011 In Senegal, the concept of listening to stakeholders introduced in 2008 applied for the third time by holding a dialogue with stakeholders using the CSR Dialogue Toolkit. Two half-day internal workshops brought together 20 representatives of various company departments: marketing, finance, human resources, business sales, communications, etc. The workshops provided an opportunity to discuss various CSR themes (inclusion, customer experience, responsible usage, environment, local development, telecoms for development) and together select those offering the best business opportunities and reflecting the prime requirements of external stakeholders: service quality and geographic inclusion emerged as two priority topics. This internal view was then compared with the perception of Sonatels external stakeholders, who were questioned on the same themes in 19 individual one- to two-hour interviews. These stakeholders included members of the economic sector (e.g. the incubator CTIC and Sunor) and civil society (e.g. Ashoka), and authorities such as the association of Senegalese mayors. The comparison helped to reveal that the themes of development, jobs and radio waves, which are not widely identified internally, were perceived externally as major issues. An additional quantitative survey of a sample of 300 stakeholders helped to refine these results, which were used to support the revision of Sonatels CSR action plan. In Armenia, a stakeholder dialogue was held in March 2011 using the same methodology, with 24 external stakeholders including NGOs such as the WWF and the Children of Armenia Fund, businesses and authorities such as that regulating public services. Child protection, local purchases, customer relations and telecoms for health emerged as the main themes that are more important externally than is perceived within the company. This dialogue, in which the CEO of Orange Armenia played a prominent part, resulted in the subsidiarys first CSR action plan.
Western Europe
1 3 2
customer
sub-Saharan Africa
2 1
Classication of our stakeholders expectations in order of importance. In Western Europe, corporate responsibility is focusing on excellence on its core business with a growing demand for child protection. In Africa, our stakeholders want us to contribute to their countries economic development and design innovative services.
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Local Sustainable and local employment Local value chain support ICT for health and ageing
Privacy and Physical Local data security accessibility content ICT for citizen ICT for education Electromagnetic waves Local social development support Economic inclusion (phone) Environmental impacts of P&S
Geographical inclusion
1,00
0,00 0,0
0,1
0,2
0,3
0,4
3,00
2,00
Network and service quality Local Economic inclusion value chain Local (Internet) Local employment economic ICT for banking support ICT for education Child Physical Privacy Local digital content Geographical protection accessibility data inclusion security Philantropy ICT for ICT for citizen Transparency of the health offers Electromagnetic and and fair pricing waves ageing Internal impacts on climate/energy Economic Environmental inclusion (phone) impacts of P&S
Customer care
Nuisance
0,00 0,0
0,1
0,2
0,3
0,4
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drafted a Sourcing and Supply Chain Code of Conduct, which clearly sets out its ethical, social and environmental commitments: to ensure that working conditions in France Telecom Oranges supply chain are safe, that workers are treated with respect and dignity, and that manufacturing and delivery processes do not harm the environment. This code can be consulted on orange. com. monitoring overall supplier performance Once suppliers have been contracted, their overall performance (economic, environmental, social and ethical) is regularly assessed using the QREDIC tool. This tool, designed by Orange, covers the majority of Group purchasing contracts and is being progressively applied to local contracts in the main subsidiaries. It enables us to integrate the suppliers CSR evaluation into its overall performance. Each contract is assessed once or twice a year (or on request) with support from the entities concerned. The results are presented to the suppliers and, where necessary, lead to the drafting of improvement plans. At the end of 2011, QREDIC was deployed in France and the following countries: Belgium, the Dominican Republic , Egypt, Jordan, Kenya, Luxembourg, Mauritius, Moldova, Niger, Romania, Slovakia, Spain and for certain Orange Business Services purchases. raising awareness among buyers The company has also drafted a purchasing code of conduct and awareness-raising actions are regularly undertaken among all those involved in the purchasing process to ensure that the Groups responsible purchasing policy is properly applied. Special training on responsible purchasing has been available since 2007 and covers the major
challenges such as respecting human rights and the interdiction of child labour. This training module (first delivered in France) is being re-designed.
indicators
% of purchases evaluated using the QREDIC system
2007
82% of Group purchases
2008
350 Group contracts = 80% of Group purchases
2009
2010
2011
59%(1)
59%(2)
67%(3)
(1) Total purchases examined down by 13% compared to 2008 (2) Total purchases examined down by 8% compared to 2009 (3) Total purchases examined constant compared to 2011
62
The JAC campaign commenced in June 2010 and the audits were conducted using a joint methodology to verify, evaluate and promote norms and best practice with shared suppliers and subcontractors and, where necessary, to draft corrective plans. The JAC methodology is based on the SA8000 social responsibility standard and the ISO14001 environmental standard. In 2010 and 2011, 33 audits were carried out in plants in China, Taiwan, South Korea, Japan, India, Eastern Europe and South America and covered over 155,000 workers. 132 instances of non-compliance were stated; 36 of which were considered critical (see graphs below). Following discussions with the suppliers in question, improvements were made notably in terms of working hours, pay and rest days. These measures resolved the majority of instances of noncompliance. At the end of 2011, 75 instances of non-compliance remained unresolved (45 of which were identified during the audits conducted in 2011) in the following areas: working hours: 31 (13 unresolved in 2011); health and safety: 25 (19 unresolved in 2011); pay: 9 (6 unresolved in 2011); environment: 3 (3 unresolved in 2011); child or youth labour: 3 (0 unresolved in 2011); business ethics: 2 (2 unresolved in 2011); disciplinary practices: 2 (2 unresolved in 2011). Actions are being implemented in order to improve suppliers and sub-contractors practices. Outside the scope of JAC audits, France Telecom-Orange also conducts specific purchasing audits on environmental and health and safety issues. Four on-site audits were conducted in France in 2011.
contributing to local economies and sustainable development One of the priorities of France Telecom-Oranges CSR policy is to contribute to social and economic development in countries where the Group is present. Purchasing has a significant role to play in this area. Since 2010, an indicator has been in place to monitor local purchases. Depending on the geographical zone, around 30% of Group investments are injected into the local economy: 28% to 36% in the Europe zone; 13% to 42% in the Africa Asia zone; however, owing to the unequal deployment of financial tools, this data is not as reliable. Via its purchasing policy, the Group supports the development of small- and medium-sized enterprises (SMEs), the workers with disabilities sector and, more broadly, encourages the use of a wide range of suppliers: in 2010 in France, Stphane Richard, Chairman and CEO of the Group, signed the credit mediation charter with CDAF (French association of buyers) governing relations between major clients and SMEs. Through this charter, France Telecom commits to promoting the development of SMEs in France; since 2003, the Group has also committed to employing people with disabilities by outsourcing at least 10 million euros of its purchases per year to companies employing disabled workers. In 2011, France Telecom-Orange purchased 17 millions euros of goods from this sector; to promote diversity among suppliers, invitations to tender in France now include criteria which assess their commitments in four main areas: equal opportunities for men and women, recruiting and retaining employees with disabilities, equal opportunities for all, and combating of all forms of discrimination.
focus Japan: proactive supply risk management Following the Fukushima nuclear accident, the Group purchasing division set up the Japan Crisis Monitoring Team on 16 March. Around 50 suppliers were identified as requiring special monitoring due to the potential impact of supply disruption and its subsequent impact on the Groups business and operations. These suppliers were contacted on 18 March to evaluate the possible impact on supplies to the Group (list of equipment, possible supply disruption dates, etc.) as well as to find out what measures would be put in place if necessary. Following the issue of disruptions to the supply chain, the risk of radioactive contamination arose. Over two-thirds of the suppliers we contacted responded. The guarantees we were given were deemed satisfactory (even very satisfactory) in terms of certificates, commitments and special controls prior to shipping (for manufacturing plants in Japan) or following acceptance (for suppliers importing material from Japan).
working hours 35
disciplinary practices 2
63
focus stronger cooperation in the purchasing domain with Deutsche Telekom In October 2011, the anti-trust authorities granted permission to launch BuyIn, a Deustche Telekom and France Telecom joint venture, which was formed to make combined purchases of handsets, mobile communication networks and a significant part of landline equipment and service platforms. The purpose of this joint company, based in Brussels, with operational units in Paris and Bonn, is to improve the purchasing competitiveness of the two groups, to generate long-term economies of scale, to reduce costs for customers, and to encourage supplier innovation. It is also believed that this will improve the standardisation of equipment used by the two operators. This joint venture will enable the two groups to give new impetus to cooperation in the domain of responsible purchasing.
the
second project relates to developing network skills and aims to improve existing skills and ensure their continuity through the recruitment of young people. We are currently planning to recruit approximately 170 local loop network technicians per year from outside the company. To compensate for the lack of skills in the market, Orange has set up work/study programmes in partnership with Auxo and Ple emploi. Successful completion of these courses results in a bac professionnel (vocational qualification), which is recognised in the market. These training courses are offered to sub-contracting companies and some have become involved in the programme. At least 250 future technicians per year will be trained in this way over the next five years, and will then be able to join Orange or its sub-contractors.
the ETR Excellence programme consists of strengthening the partnership between Orange and its sub-contractors in the area of support/ maintenance (on networks or in customers homes) as this area is subject to strong fluctuations in activity. The aim of this project is to resolve interface failures in order to facilitate the work of the various actors and ultimately increase customer satisfaction. Five support/ maintenance units and seven sub-contractors took part in the pilots, which resulted in the development (and subsequent testing) of corrective action plans before the general roll-out. It is hoped that this project will give sub-contractors a better overview of business forecasts, improve their work plans, provide an opportunity to discuss skills management, help sub-contractors implement improvements, improve interface performance, etc. The scope of the project will be extended to all Orange support/maintenance units and their sub-contractors mid-2011;
focus 1st CSR forum for the Joint Audit Cooperation members On 12 January 2012, in Shenzhen, in China, the 1st JAC forum on CSR Cooperation beyond competition, lets CSR together was held and brought together seven member European telecoms companies (Belgacom, Deutsche Telekom, France Telecom, KPN, Swisscom, Telecom Italia and Vodafone), NGOs, international institutions and associations (such as ILO and Business for Social Responsibility) and representatives of major technology and IT multinationals. The large attendance attests to the key role of this initiative in improving CSR in the industry.
64
focus the Green Fleet Forum: an example of increased cooperation with suppliers To ensure environmental commitments are implemented and more particularly objectives relating to its fleet of vehicles, France Telecom-Orange set up an annual discussion forum three years ago, the Green Fleet Forum. Its main objective is to ensure everyone involved in the purchase process adheres to the Group CSR policy to encourage the reduction in CO2 emissions caused by the vehicle fleet: internal customers, suppliers, buyers in different countries... This forum encourages discussions around common objectives and challenges sharing the latest technological advances, particularly in the field of electric vehicles. The latest edition of the forum, held on 30th March 2011, devoted to sustainable mobility, was an opportunity to present the latest electric or hybrid technologies and innovative services such as car-sharing to about 100 participants (car manufacturers, rental companies, buyers and Orange environment correspondents and representatives of several CAC 40 companies). The presence at the forum of three members of the Executive Committee, including Stphane Richard, showed the interest in the subject from the company. This event was an opportunity to highlight strategic partnerships agreed between Orange and its suppliers, shown particularly by the operational user test of electric vehicles carried out in 2011 in Yvelines with the help of Renault-Nissan and also Schneider Electric, EDF and Total (project SAVE Seine Aval Vhicules lectriques). The exhibition on this forum of innovative prototype vehicles also shows the relationship of trust that Orange has been able to build with its suppliers.
80 60 40 20 0 Dominican Rep. Belgium Switzerland Slovakia Spain Egypt France Poland Senegal Mali Cte dIvoire Moldova Armenia Romania Jordan Kenya rest of the world OBS
65
deadline
achievements
2011
Launch of the Suppliers Code of conduct. Implementation of the CSR clause in the local purchasing contracts in 12 out of 16 countries in the AMEA zone.
2011 2011-2013
At the end of 2011, 140 suppliers evaluated (out of an interim objective of 150). Based on a sample of contracts, there has been an increase of more than 90% of the proportion with a CSR-type clause. Identifying areas for improvement in terms of CSR risks for 80% of evaluated suppliers. Carrying out joint audits in the framework of the Joint Audit Corporation (JAC founded by France Telecom, Deutsche Telekom, and Telecom Italia). 2011: extending the JAC to KPN, Vodaphone, Swisscom and Belgacom. Conducting 33 audits covering 37 plants between 2010 and 2011 (mainly in China). Monitoring corrective actions mainly in terms of health and safety, working hours, and the employment conditions of young people and workers. Outside JAC, conducting four audits in the context of purchasing and focusing on the environment and occupational health and safety.
Implement action plans with suppliers whose CSR evaluation was low. Conduct social audits with at risk suppliers or sub-contractors and ensuring follow-up with action plans.
2011
2011
66
2012 roadmap
Extend BuyIn (joint venture with Deutsche Telekom to make common purchases), a responsible purchasing policy (code of conduct, CSR clause, etc.) in line with the Oranges policy.
deadline
2012
Consolidate the use of QREDIC in countries and extending it to four new countries. Continue supplier CSR evaluations with the aim of evaluating 500 strategic or non-compliant CSR suppliers every three years.
Continue to identify areas of improvement for evaluated suppliers and verifying the implementation of any action plans. Strengthen the auditing process with the Joint Audit Corporation by increasing the number of audits, extending the scope and working more closely with suppliers.
Conduct social and environmental audits in addition to the JAC initiative. Strengthen the reporting of countries on human rights on the basis of the commitments taken in 2011.
2012
67
a responsible employer
68
establishing bonds between economic performance and social performance, recognising individual and collective contributions
the Groups approach France Telecom-Orange, convinced that social performance and economic performance are inseparable for long-term overall success, has been reviewing its social policy since the end of 2009 to place its employees at the heart of the organisation. The men and women who work at Orange add to the value of the Group and its profits. Key to the success of the Group, they deserve to be recognised and rewarded for the work they undertake on behalf of customers and the company. This ethos underpins the sharing model implemented by the Group, which is based on recognising individual and collective contributions.
Orange People Charter: the international mirror of the social contract In July 2010, to extend the reach of the principles underpinning the new social contract in France to the entire Group, an international working group drafted the principles and commitments aimed at promoting social quality at the Group level in a document entitled Orange People Charter. This document was the result of a collaborative process and involved around 100 managers and employees from several Group countries. It was approved and signed by all members of the Executive Committee in November 2011 and was sent to all the Group entities in December 2011. Through the Orange People Charter, the Group is confirming its willingness to initiate long-lasting, trust-based relationships with its employees; Orange people charter is based on six key principles: 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; recognise and reward employees for their individual and collective contributions to our success. This aim of the Orange People Charter is to give the men and women who work at Orange the opportunity to succeed in an environment where team spirit is valued and collaborative working practices ensure customer satisfaction. It will be used to adapt employee commitments to local country contexts.
dialogue bodies at all levels To support social dialogue at all levels of the company, France Telecom Orange is encouraging the establishment of local employee representative bodies (to better reflect realities in the field) and national and supranational bodies, enabling major issues to be dealt with from a Group viewpoint.
focus re-electing employee representation bodies in France In 2011, a number of employee representation elections were held within the Group in France. The France Telecom Orange economic and social unit (ESU) elections were the first to be held following the law passed on 20 August 2008 on reviewing the social dialogue process. On 22 November 2011, almost 104,000 ESU (France) voters were invited to cast their votes to elect the works councils and the employee representatives. Employees were extremely mobilised as demonstrated by the 73.68% rate of participation. In terms of France Telecom SA, all the public sector voters (over 66,000) elected representatives to the commissions administratives paritaires (joint administrative committees) with a participation rate of over 79%. Employee representation elections also were held at Equant France, Innovacom Gestion, NordNet, Orange Carabes, Neocles Corporate, Soft At Home (HNSA) and UES Etrali France / Etrali SA subsidiaries.
69
a responsible employer
Exchanges between unions and management are taking place as part of a very comprehensive programme: almost 400 local employee representative bodies in Europe and in a number of African subsidiaries; a Central Committee of the economic and social unit in France; a French Group Committee; a European Group Committee representing employees from 19 countries; a Global Group Committee was formed in June 2010 to improve the effectiveness of social dialogue with employees and to ensure that they are all properly represented. This new social dialogue body brings together members (elected for four years) representing all the countries where the Group has over 400 employees. initiating new bonds between employees In addition to discussions held in the employee representation bodies, Orange has put in place a range of innovative initiatives to encourage employees to engage in discussions in less formal settings: organising chats with directors, visiting members of the Executive Committee in the Groups offices, etc. The companys social network Orange Plazza strengthens social bonds by encouraging discussion and dialogue within the Group. Entirely voluntary and with no managerial involvement, Plazza makes it possible for employees to create or join professional or non professional communities. Initially only accessible to Orange France employees and in the 38 Orange Business Service countries, the network will extend its international reach in 2011 by setting up local versions in the Spanish, Polish and Romanian subsidiaries. Plazza can now be accessed by 75% of Oranges 170,000 employees around the world and is available in four languages: English, French, Spanish and Polish. With over 70,000 visitors, 30,000 members, between 20,000 and 60,000 pages views per day and 1,200 communities (30% non professional and 70% professional), Plazza is making a real contribution to the first pillar of conquests 2015: placing men and women at the heart of the company.
remuneration and recognition, and the CSR strategy. First conducted in 2010 in France, this twice-yearly survey has now been extended to other Group countries. In December 2011, an international version of the barometer was launched in the vast majority of the Groups countries (in nine languages). Carried out once a year in the form of an annual survey by an independent institute, the barometer complements existing surveys conducted in the Groups entities; a composite corporate social performance indicator (CCSPI), comprising the results of the barometer (50%) and HR indicators (50%) (rate of absenteeism under five days, rate of diversity in governing bodies, rate of voluntary departure of new recruits before serving three years, rate of
personal assessments, rate of employees receiving no training in the last three years), measures social performance in the Groups various entities. This indicator influences leaders (mainly executive directors) variable pay awards in order to foster solidarity: managers are jointly responsible for social quality within the Group, regardless to which division they belong in order to encourage greater solidarity and mutual support and the emergence of new forms of organisation, i.e. ones that are more human and encourage the creation of social bonds; groups of employees composed of managers, HR professionals, health and safety professionals, etc., also analyse social quality and the implementation of the social contract in the field.
how do you judge the quality of life in the workplace in France Telecom-Orange with regard to other companies?
4% 24% 5% 28% 6% 30% 9% 36%
clearly worse worse dont know the same better clearly better
51% 5% 13% 3%
October 2010
51% 5% 9% 2%
December 2010
48% 8% 7% 1%
June 2011
43% 6% 5% 1%
December 2011
33.8
35
+5 +4 29,6
+0.6 +2.6
34.4 32.2
+0.5 +0.2
34.9
30 25 20 15 10 5 0
32.4 20.4
December 2011
70
focus continuing to improve the social climate in France A year following the launch of the new social contract, the fourth edition of the social barometer in France (in December 2011) was conducted. It findings were positive and encouraging. 88% of the 4,000 employees questioned about the quality of work life at France Telecom thought that it was the same (43%); better (36%) or much better (9%) than in other companies. The percentage of employees who thought that the situation was worse decreased threefold compared to October 2010. For the second consecutive half-year period, each area showed signs of improvement in terms of daily working conditions. Questions about the quality of life at work showed significant signs of improvement. We also observed improvement in terms of the volume and pace of work, and in the work/life balance. The theme of career paths has improved the most thanks to actions taken by the company in this area: recruitment, local HR officers and an increased number of training programmes. Finally, the area with the highest score relations with management reveals that while a large majority of employees trust their line managers they think they are not given enough latitude.
occupational health and safety system, the Group is also working hard to prevent psychosocial risks. ongoing improvement of health and safety conditions in the workplace Since 2006, company entities have been continuing to deploy their health and safety management system in the workplace. In 2011, improvement has made notably in terms of training the network of prevention officer (two new sessions were added in 2011) and conducting health and safety audits in all the Groups entities. The second audit cycle of all the entities showed marked improvement compared to 2007. One particular area requiring improvement is the need to strengthen managers awareness and recognition of health and safety issues, Action plans are being deployed to address this issue. The France Telecom SA Occupational Health and Safety Department obtained ministerial approval at the end of 2011. a voluntary psycho-social risk prevention policy In accordance with the provisions set out in the Assessing and preventing psycho-social risks agreement signed on 6 May 2010, in 2011 France Telecom Orange continued to implement measures intended to provide employees with resources to enable them to thrive in the workplace and to do their jobs in the best possible conditions: a National Stress Prevention Committee (NSPC) composed of staff and management representatives and stress prevention advisors was set up and granted considerable rights; a psycho-social risk plan to assess and prevent risks has been implemented by the companys senior management. The in-house psycho-social risk assessment method was examined in the National Stress Prevention Committee and the findings were sent to all the operational units. The various assessments have resulted in several units drafting action plans. Building on the collective agreements signed in 2010, the various business lines have examined and implemented several initiatives aimed at reducing the impact of activities on employees health;
in Slovakia, Orange received the familyfriendly award three years running. in the USA, Orange Business Services was nominated Best Workplaces for Commuters thanks to its tele-working programme which has reduced commuter journeys by 50% as well as increasing employee satisfaction (1,200 employees in 30 large cities); in France, following agreements signed with social partners in November 2009 and December 2010 on measures in favour of seniors and improving older employees career exit strategies, over 5,300 senior employees have been allowed to work part-time or on an intermediate basis (including a further 2,200 employees since March 2011).
4 0.2 2 0 0.1 2007 2008 2009 2010 2011 0.0 2007 2008 2009 2010 2011
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a responsible employer
focus ensuring employee safety in countries in crisis In 2011, there were instances of political and social unrest and armed conflict in several of the countries where the Group is present. In Cte dIvoire, at the end of 2010, Orange implemented a programme to protect its employees from the general state of insecurity: employees were sent daily safety information and recommendations by SMS or e-mail, offices in high-risk areas were closed, working hours were adjusted and safety measures were adopted, business trips were cancelled with the exception of urgent break down and call-out missions, at the medical centre a special support system was set up, etc. Following the conflict, Orange progressively resumed its activities by adapting working hours until the situation had returned to normal. It also set up a counselling service in the medical centre for employees affected by the conflict. Similar measures to those taken in Madagascar in 2009 were also taken in Tunisia and Egypt.
executives and managers who play a major role in mobilising teams receive an individual half-yearly pay award based on achieving targets in the Groups major programmes as well as their personal targets; each year, all employees, thanks to Group employee incentive schemes and profit-sharing schemes in France, receive a bonus linked to performance and profit indicators. To be in line with France, the Group is progressively rolling out employee profit-sharing schemes in other countries. In order to promote a healthy work/life balance, employees also receive innovative social benefits in terms of health (medical insurance) and planning for the future (Group savings plan and Group pension plan).
7,000 managers have been trained on managing sensitive situations. This training is now systematically included in their training programme; complaints mechanisms have been put in place to enable employees to alert the company should they observe any irregularities (ethical issues, discrimination, etc.); for all restructuring projects, psycho-social risks will be analysed with staff representatives and preventive measures will be put in place; in every country, a work environment department will be set up to support prevention professionals and coordinate their actions on behalf of managers and employees; the remit of the Central Health and Safety Committee has been strengthened and extra resources have been allocated to it representatives; every three years an independent expert will assess the company situation. The findings will be passed on to all stakeholders;
to assist employees experiencing difficulties, the Group has set up 11 support and counselling units run by independent multi-disciplinary teams; provided set up a toll-free number that employees can call if they want to contact external professionals (covered by professional secrecy); and recruited additional occupational doctors in order to have a ratio of one doctor per 1,500 employees (twice the legal ratio).
employee incentive schemes in France Employee incentive agreements have been signed in each company. At France Telecom SA, employee incentive agreements were signed as far back as 1992. They involve all company employees in the operating income of the company. In accordance with the 2009-2011 agreement, the France Telecom SA employee incentive scheme is based on an operating performance indicator (OPI). This is a result of changes in turnover, the controlling operational costs and the optimisation of investments. The OPI reflects the results of France Telecom SA (two-thirds) and Orange France (one third). It covers landlines, mobiles and Internet. The employee incentive scheme is also calculated based on the quality of customer service indicator (QCSI). Should the OPI be exceeded, the money paid out increases in line with the levels attained by the QCSI and the OPI. For 2011, a sum corresponding to 4.90% of the payroll, i.e.1, 970 euros on average, will be paid out in May 2012. profit-sharing schemes in France A legal collective remuneration scheme in addition to the existing remuneration schemes. The Group made an advantageous choice on behalf of its employees: using a derogation formula to calculate the special reserve of the profit-sharing scheme, it is able to pay out more than the legal requirement if the result of the calculation is higher. The amount of the profit-sharing scheme in France is determined by the operating income of the participating Group companies. For 2011, an average of 1, 800 euros will be paid out in April 2012. The amounts paid out in France in the framework of the employee incentive and profit-sharing schemes in 2011 were on average higher than an employees monthly salary.
focus France Telecom-Orange signs an agreement to pilot initiatives aimed at improving working conditions On 7 July 2011, France TelecomOrange signed an agreement with three organisations to pilot initiatives aimed at improving working conditions. The aim of these pilot schemes is to prevent psycho-social risks and to significantly improve working conditions for all Group employees. For each pilot, indicators will be identified and monitored to evaluate the economic, qualitative and social effectiveness of the proposed measures.
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a new free share allocation plan at the Group level In July 2011, the Group created Partageons, a new free share allocation plan. The aim of this plan is for the Groups employees to benefit from conquests 2015. It concerns around 150,000 employees of France Telecom-Orange and its participating subsidiaries in France and overseas. A total number of shares worth 16.7 million euros were allocated within the framework of the programme, i.e. 0.64% of France Telecom SAs share capital. This plan, which demonstrates the Group commitment to being a responsible employer, is: universal in that it includes all employees in all countries at the same time and under the same conditions; fair in that in each country(1) everyone receives the same number of shares or the same sum regardless of their role; uniting in that everyone works towards achieving a shared goal. In countries(1) where regulatory or corporate conditions do not permit the allocation of free shares, plan beneficiaries will receive an amount equivalent to the France Telecom share price on 27 July 2015. Subject to the condition that the employee is still working for the company, the final allocation of shares will take place on 27 July 2015, if the performance condition is satisfied: i.e. cumulated operational cash flow (EBITDA CAPEX) of 27 billion euros in the 2011-2013 period (outside exceptional events).
2010 Establishment of the Global Group Committee. Signing of several collective agreements, which constitute the basis of the social contract. Implementation of the new social contract and social barometer in France. Introduction of a composite corporate social performance indicator to be taken into account when calculating the variable pay awards of 800 senior directors in France (members of the network of leaders). Launch of Plazza, the Orange social network. 2011 First meeting of the Global Group Committee attended by Stphane Richard. Re-electing the ESU France Telecom Orange staff representation bodies. In France, signing an agreement to pilot initiatives aimed at improving working conditions. Launch of Partageons: free share allocation plan a key part of conquests 2015 based on threeprinciples: fairness, solidarity and universality.
focus Orange Bravo: recognising everyday stars Started in 2007, Orange Bravo is a programme designed to recognise the contributions of the Groups employees (previously called Orange Stars). Its aim is to recognise, value and celebrate men and women who, in their daily actions and behaviours, contribute to promoting the spirit of the Group through their commitment and solidarity, developing quality relationships and a willingness to share, commitment to the digital world, openness to the roles and cultures within the Group, etc. Orange Bravo gives all employees the opportunity to be nominated and honoured by their peers and to join the community of almost 1,500 people from different countries, cultures and professional backgrounds who contribute to strengthening pride in belonging to the company. In 2011, 433 daily stars were elected by their peers.
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a responsible employer
deadline
achievements
2011-2012
Reaffirmation of the Groups commitments to social dialogue at the first meeting of the Global Group Committee to the 22 countries represented in May 2011. Professional elections held in France: high participation rate in relation to the French average of 74% of 104,000 voters.
2011-2012
First meeting of the Global Group Committee on 12 May 2011. 31 members elected for four years representing the 22 countries with more than 400 staff each across the world. Meeting once a year on the initiative of the Managing Director of the Group.
Regular progression of the social barometer, carried out half yearly in France. An improvement in the index at 6.9 compared to 6.8 in the previous wave was noted in response to the general question about staffs individual perception of the quality of life at work. Adaptation of the social barometer to the international context with annual online surveys available in nine languages and deployed in almost all of our country entities. Validation and signature by all the Executive Committee of the People Charter. Distributed in to Group entities in December 2011.
Deploy the composite social performance indicator on a half-yearly basis in France and apply it in a format adapted to international contexts.
2011-2012
Spread the principles underlining the creation of the people charter in France through the deployment of a Group staff charter used as a basis to implement staff commitments on a local level. Develop internal tools and services dedicated to strengthening the social link within the company.
2011
2011
Launch of Plazza, the companys social network, available in French, English, Spanish and Polish (more than 30,000 users and 1,000 communities). Launch of a community of staff skills volunteers in France (Orange digital solidarity operation). Launch of a new free share scheme Partageons, involving more than 80% of Group staff in 92 countries.
Recognise performance collectively by highlighting the involvement of staff in the companys success and associating them in performance sharing.
2011-2012
2012 roadmap
deadline
2012
Generalise dialogue with staff in all countries where we work using means adapted to local contexts (staff representative bodies, engagement surveys, employee forums). Meet with the Global Group Committee on a regular basis and discuss the major international questions.
Continue to monitor the composite social performance indicator on a half-yearly basis in France and apply it in a format adapted to international contexts. Progressively deploy the Orange People Charter internationally. Update and reinforce the Group health and safety policy.
2012
Recognise collective performance by highlighting the involvement of staff in the companys success and associating them in performance sharing.
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building a common and shared management culture and addressing the skills challenge
the Groups approach To support the Groups development in a responsible and sustainable manner, France Telecom-Orange has taken a series of commitments to: build a common and shared managerial culture, placing the human dimension at the heart of the company; anticipate and plan for changes in Group careers; support employees professional development throughout their careers; increase external recruitment; help young people enter the labour market; promote diversity by favouring in particular equal opportunities for men and women.
together in a spirit of openness, while strengthening their bonds with the company and a mutual sense of belonging. The Orange Campus offer is based on six challenges: developing pride in belonging to the Group; sharing what it means; recognising performance; strengthening managers independence; strengthening the management culture; improving well-being in the workplace. Accordingly, with Orange Campus, every France Telecom-Orange manager can hone their skills in a climate of openness, with a firmer grasp of the issues relating to the Groups strategic development, while sharing a common core of practices that marry performance and social quality. a wide-ranging training offer Orange Campus provides around 60 managerial development programmes, all of them based on three principles: diversity: managers from different levels in the hierarchy attend the same programmes (35 programmes, i.e. more than 50% of the training catalogue);
a wide range of programmes designed for managers with different roles and from different countries (24 international programmes). The content of the programmes is identical for all the participants, so that they all can share the same values and the same management culture; adaptability: 35% of the offer is customised to the cover specific business challenges facing the managers and their teams.
The programmes are divided into three series: essential programmes, i.e. management basics to prepare managers to take on new responsibilities (length: three to eight days over one year); customised collective development programmes designed to help executive managers mobilise and further develop their teams: collective challenges (average length: five days); individual development modules to strengthen managerial skills and practices (average length: one to two days).
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a responsible employer
10,000 managers trained Since it was founded, Orange Campus has taken in 10,000 managers, i.e. half of the Groups 20,000 managers who are eligible for the new Orange management support programme. 2,000 of the 10,000 managers who have received training have come from the Groups international footprint (from 25 different countries). All levels of management are concerned: team managers (72% of participants), managers of managers (22%) and talents, leaders and executives (6%), reflecting the spread of these various management levels within the Group. international coverage The Orange Campus programmes take place on three international locations in Paris, Serock (Poland) and Madrid, as well as dedicated sites in Bordeaux, Marseilles, Nancy and Rennes. A new location will soon be opened in Africa, thus furthering Orange Campus international reach.
collectively, by explaining changes in jobs and skills trends via the intranet, team meetings, forums, and information meetings, individually, via the manager (individual interviews) and Orange futures advisors (career development interviews). The agreement also aims to strengthen the skills development policy through increased training. training for all To support the professional development of its employees, the Group is committed to: providing access to training to all its employees in relation to their needs; ensuring that all employees receive training at least every three years; developing professional training paths/programmes; promoting qualifications and validation des acquis de lexprience (VAE in English accreditation of prior and experiential learning), and collectively; increasing access to the droit individuel la formation (DIF in English individuals right to training) scheme. In the company, almost 14,000 employees have accessed DIFs (i.e. an increase of 45% compared to 2010). In 2011, every employee received on average 32.4 hours of training (28.3 in the Group); this places France Telecom-Orange among the two leading companies in France in terms of employee training. In particular, the company is implementing its training and qualifications programme in the following areas: technical with the setting up of VAE (concerns 271 employees in France); sales with the customer advisor qualifications;
cross-cutting with trainer and tutor qualifications. In France, 1,496 employees obtained professional qualifications in 2011 following completion of a professional training course or programme and 306 benefited from the VAE scheme. As part of the conquests 2015 strategic project, technical training has been made available for the fibre and IP domains. Specific sales training has also been developed, e.g. to improve how call-out technicians deal with customers and act as digital coaches.
valuing expertise To better value its capital of expertise and offer its experts attractive career opportunities, the Group created the Orange expert plan. This plan, launched in 2010 and integrated into the conquests 2015 strategic project, meets several objectives: to identify, recognise and develop the most talented experts by giving them a complete overview of possible career paths within the company; to encourage the development, capitalisation and transmission of knowledge; to mobilise teams around strategic subjects; to identify and secure the Groups key areas of expertise.
support 12.9%
networks 24.3%
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a commitment to increasing youth employment For several years, France Telecom-Orange has been involved in helping young job seekers enter the labour market: several thousand young adults have attended Group work/study programmes (4,700 in 2009, 5,300 in 2010 and 5,100 in 2011) including around 150 young PhD students and 2,500 trainees. attracting young talent In anticipation of demographic changes and to attract new talents to ensure the ongoing success of the Group, Orange has launched targeted recruitment campaigns in prestigious schools and universities and has made a range of innovative recruitment tools available such as the Orange Jobs application, which was launched in March 2011. In order to contribute to skills development and training people from different backgrounds, Orange supports a variety of educational programmes and scholarships around the world. A few examples:
In France, Orange funds one of the five Sbastienne Guyot scholarships, which offers three years of support to female students at the cole centrale Paris. The young women are selected on the basis of their motivation and social backgrounds. The Group is also a partner of nergie Jeunes, an organisation created in 2009, which organises educational visits to middle schools in educational priority areas in the Paris region. This initiative is run on a voluntary basis by employees, who visit schools and assist teachers.
In Poland, over the last three years Orange Poland has partnered with 13 universities participating in the Your Perspective programme, which targets technical and economics students. In 2011, 35 workshops run by volunteer employees were held in participating universities to give students the opportunity to familiarise themselves with technological or managerial subjects. A system has been put in place to encourage the most motivated students: 27 students were selected to become Orange Poland ambassadors and pass on Group employment and internship opportunities, and participate in varsity challenges and themed workshops.
In Moldova, Orange offers merit scholarships to assist the most talented students in the country in completing their education. For several years, Orange Business Services India has been supporting a scholarship programme to help young Indian students continue their studies in the most prestigious French universities.
The Group is also heavily involved, via its Foundation, in supporting girls education in developing countries (see p. 117 to 119). The Orange Graduate Programme is also a strong attraction for young talents with high potential who have a unique opportunity to start their career with Orange. Launched ten years ago, the Orange Graduate Programme is an attractive recruitment programme offering high-potential graduates from the best international engineering and business schools the opportunity to commence their careers at Orange. Each year, 60 graduates join the Group to take on roles with significant levels of responsibility in France or in other Group countries. They receive special support during the first five years of their careers.
focus new agreement on the professional integration of young adults in France In 2011, Orange strengthened its commitment in this area by signing a new agreement on the professional integration of young adults with four union organisations. The Group has undertaken five commitments over the next three years: each year, to accept a minimum of 4,500 students on work/study programmes and to recruit at least 1,200 of them on permanent work contracts upon successful completion of their training programme over the next three years; to accept a minimum of 2,500 trainees per year; to provide training for work/study programme tutors; for each career family in which the Group is recruiting, to hire a certain percentage of women on permanent contracts to reflect the percentage of women completing work/study programmes; to continue implementing current actions aimed at encouraging young peoples entry into the labour market, to promote diversity and to fight exclusion. In October 2011, France TelecomOrange signed a national agreement with the Agence du service civique (French civic service agency) and the French Ministry for Education, Youth Affairs and the Voluntary Sector to promote the civic service agencys approach throughout the Group in order that this experience is recognised and valued when candidates apply for jobs at Orange.
In 2011, in Armenia, Orange launched the Innovation Prize for students attending Yerevan university and the countrys engineering school. The winner will have the opportunity to further develop his/her project during a six-month paid internship in one of the Groups French research and development laboratories. Another candidate was offered a six-month internship at Orange Armenia.
32.8
32.0 28.2
32.4
30
28.3
28.3
25
22.0
20 2009
22.0
2010
21.8
2011
for France for all the countries, except France for the Group
77
a responsible employer
focus France In June 2011 the Group honoured its 215 newly-qualified technicians On 11 May 2011, Orange proudly honoured its 215 newly-qualified technicians who took part in the VAE scheme, which was introduced in 2010. This voluntary scheme, initially reserved for customer call-out technicians working in the mass market and enterprise markets, has now been extended to operations technicians. In just one year, 189 customer call-out technicians obtained a level IV telecommunications and network technician diploma or a level V communication cable network installer diploma. 26 operations technicians obtained a DUT (technical university qualification) in telecoms and network technology (level III) or a level II professional degree. Throughout the training period, the technicians were supported by their managers, and received personalised support from local HR managers and external partners (AFPA, Paris XIII university and Rennes I university). Senegal 60 qualified technicians In Senegal, 60 technicians obtained their IP data and voice enterprise customer call-out technician professional diploma upon completion of an eighteen-month professional training course. Their professional training was provided by Global Knowledge an external partner. Knowledge was then transferred to local trainers to enable them to train subsequent groups of aspiring technicians. Furthermore, in 2011, two groups of 15 employees completed the multi-service technician training course, which aims to optimise the efficiency of technical interventions by improving centralised supervision, multi-technical call-outs and the steering of centralised activities.
encouraging diversity
Given the challenges related to skills, it is believed that diversity within Group will contribute to making Orange a preferred employer and attract new talents. France Telecom Orange intends to make equal opportunities a trademark of its human resources policy from the recruitment stage and throughout its employees working lives. This commitment to promote diversity and equal opportunities not only reflects the Groups values but also its conviction that diversity contributes to the companys performance, innovation capacity and attractiveness.
professional equality: a group priority France Telecom-Orange has made gender equality a priority in its equal opportunities policy. With 36% of female employees and 64% of male employees, Orange stands out in an industry (technology) where historically women are poorly represented. While gender parity has been achieved in customer relations, much remains to be done to challenge gender stereotypes linked to technical jobs: we receive fewer and fewer applications from female technicians and engineers, and young women are rejecting the ICT sector despite its numerous career opportunities. To address this, Orange is working in schools and launching initiatives such as Capital Filles, shadowing and Science Factor, where women working in the Group talk to young women about these growth sectors and encourage them to consider them as career options. In addition to attracting women to scientific and technical careers, the Group has set itself a target of achieving 35% of women in its management bodies by 2015, compared to 23% today. This voluntary target is being monitored by the Executive Committee and affects the variable pay awards of directors. To achieve this objective, the Group is implementing action plans in each country with three complementary focus areas: promoting access by women to positions of responsibility (through measures such as mentoring, analysing gender diversity in lists of applicants and succession plans); promoting gender parity in all roles and at all levels of the organisation;
putting in place measures that facilitate work/ life balance by ensuring that parenthood is not a source of discrimination for women or men. In 2011, following the appointment of two new female directors, the percentage of women in the Groups Board of Directors has increased to 33% and the percentage of women in the Management Committee is close to 30%.
The Strategic Committee Gender Equality, formed in 2010 following a request from Stphane Richard, Chairman and CEO of the Group, is responsible for steering the Groups equal opportunities policy and is chaired by Delphine Ernotte Cunci, Executive Director of Orange France. This committee identifies progress levers and defines the Groups policy and ensures that the commitments taken in the European Commissions Code of Best Practices for Women in ICT (signed by the Group in 2010) are honoured. To increase the number of women in technical roles and to attract new talents, actions plans have been implemented in the main Group countries. A few examples: shadowing initiatives have been deployed in France, Spain, Belgium, Egypt, Italy, Singapore, Brazil and Canada: women students studying science or technology shadow a female engineer or technician working in the Group for one day to learn about her job and to have an idea of what a scientific/technical career entails. At Orange Business Services, 61 young women completed the shadowing programme in 2011. Their subsequent testimonies in their schools help raise awareness of the subject;
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the Capital Filles initiative in partnership with the Ministries of National Education, Further Education and Research and Work/Study programmes: around 100 female volunteer engineers and technicians working in the Group help female high school students from disadvantaged neighbourhoods to discover company life and technical career opportunities. These female mentors help give young women the confidence to consider applying to work/study programmes; The Science Factor competition, launched on Facebook in France, encourages teams of female high school students to come up with innovative initiatives that rely on science and technology.
France Telecom-Orange participates in various think tanks on gender equality such as: the Womens Forum for the Economy and Society, which brings together companies committed to the issue of equal opportunities; Women in Leadership (WIL), a European network bringing together eminent women from the corporate, academic and political fields; the European Professional Womens Network (EPWN), of which the Group is a platinum member with 120 participating female employees this network is a think tank whose objective is to increase the number of women in positions of high responsibility; the Cercle InterElles was established in 2002 on the initiative of a number of female executives and company heads, including a former member France Telecom-Oranges Management Committee, to discuss and share the practices of companies that already have an active network of women working in a scientific or technological environment. France Telecom-Orange also contributed to various inter-company initiatives on the subject such as the production of the Code of Best Practices for Women in ICT drawn up under the aegis of the European Commission and the parenthood and diversity guides published by ORSE (www.orse.org). The Group also sponsored the Mutationnelles study, the only analysis of female engineers in France.
10
20
30
40
50
% of female and female top managers (out of total management and top management population)
focus new agreement to promote equal opportunities in France A new majority agreement to promote equal opportunities for men and women was signed in June 2011 with three union organisations to strengthen existing commitments and to initiate new measures to achieve gender parity at all levels of the company. The agreement includes targets in terms of the structure of employment, female recruits, access to training and promotion opportunities. 100 women will benefit from professionalisation paths in network roles by 2014, compared with 8 in 2010. Measures to promote equal pay have also been clarified and strengthened.
a historic commitment to workers with disabilities In France, the Groups Mission Insertion Handicap has been helping workers with disabilities to find employment for over ten years. In 2010, Oranges Mission Insertion Handicap has been integrated into the new network of Global Business and Disability focal points established by the International Labour Organization. Each year, events organised in the Semaine de lHangagement (week dedicated to people with disabilities seeking work) and Understating Disability sessions help raise the awareness of employees in terms of how they view disability within the company. These initiatives also mobilise managers who play a key role in integrating and ensuring the well-being of employees with disabilities in the workplace.
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a responsible employer
In France, the Group employs 3,400 employees with disabilities and each year spends close to 17 million euros on goods and services purchased from the disability sector. In 2011, a new three-year agreement was signed with three union organisations (a majority agreement). One of the major aims of the agreement is reach an overall employment rate of workers with disabilities of 5% by 2013 as well as a number of other key commitments: an ambitious recruitment programme for workers with disabilities with a minimum of 325 permanent employment contracts, 150 work/study places or traineeships, and a commitment to train at least 60 unqualified candidates who demonstrate potential; strengthening the network of actors and resources to support employees; continuing to adapt working tools; a vast programme to improve workplace access and safety; greater use of the workers with disabilities sector; accelerating awareness-raising programmes at all levels of the company; facilitating the final stages of employees careers with the creation of part-time jobs for seniors with disabilities. supporting the employment of young people from disadvantaged neighbourhoods In addition to promoting the employment of young adults (see p. 77), France TelecomOrange has adopted a voluntary policy to help young adults from disadvantaged backgrounds find employment through a variety of commitments taken with the voluntary sector. In 2011, almost 22% of work/study programmes went taken up by young adults from disadvantaged neighbourhoods. In February 2008, in France, the Group was one of the first companies in France to sign up to the Plan Espoir Banlieues (plan to bring hope to underprivileged urban suburbs).
focus a commitment to increasing equal opportunities Orange is: one of the first French groups to have obtained the European Gender Equality label following an in-depth audit of its policy and actions to promote equal opportunities in France, Spain, Belgium and at Orange Business Services; the no. 1 CAC 40 company in terms of openness toward women employees (Challenges study 2011): has the highest rate of women in the Executive Committee; no. 2 company to actively promote equal opportunities with students in major engineering schools (Universum 2011 study); 2011 winner of the Prix de lAction entreprise et diversits for its Capital Filles programme awarded by the Assemble nationale with support from the Groupe Caisse des Dpts; among the top 3 French companies to demonstrate real parity in terms of employment practices (Capitalcom 2011).
diversity charter in Poland Orange Poland, France Telecom-Oranges Polish subsidiary, drafted the National Diversity Charter, which was officially signed on 14 February 2012 by a number of Polish companies in the presence of government and European Commission officials. Orange Poland also launched the EPWN network in Warsaw. This initiative attests to Orange Polands commitment to be a leader in terms of corporate social responsibility in Poland.
focus women in the Group in 2011 36% women work in the Group. 12% in technical network roles. 25% in IT and R&D. 50% in sales roles. 60% in support roles. 27,7% in executive roles and 23,8% in management bodies. 33% women working in the Board of Directors
This programme supports a number of national initiatives in favour of equal opportunity, such as: Nos quartiers ont des talents (theres talent in every community), a project that aims to help young graduates from modest backgrounds find employment, and discover new talents outside traditional recruitment channels 160 Orange mentors participated in this initiative in 2011 and many employees joined in the first national Nos quartiers ont des talents meetings to talk about their disciplines to students in partner Paris universities, to help them analyse job offers, build a career path and improve their image on the Internet; Passeport Avenir (passport to the future), an inter-company organisation that supports over 700 young people from modest backgrounds through their preparation for the competitive entrance exams to the prestigious grandes coles and thereafter until they graduate with impressive results: 92%of the students in the programme in 2011 were accepted into a grande cole. Orange provides over 40% of the tutors in the organisation thanks to its highly committed personnel; the Entretiens de lExcellence (talks on excellence), a Club du XXIe sicle initiative, carried out in partnership with the Institut dtudes politiques de Paris, whose aim is to inform and advise middle school pupils, secondary school pupils and students from modest backgrounds about the existence and functioning of excellence courses.
In France, regional branches of the Group also run numerous events to promote equal opportunities alongside organisations such as FACE (Fondation Agir contre lExclusion, foundation acting against exclusion) and IMS-Entreprendre pour la Cit (IMS working on behalf of urban estates).
key dates relating the Groups diversity and equal opportunity policy
2002 Participation in the establishment of the Cercle InterElles to promote gender diversity in the workplace. 2003 Agreement between FT SA management and unions on the employment and integration of workers with disabilities. Establishment of Mission Insertion Handicap. 2004 Signing of the company Diversity Charter. Collective agreement to promote gender equality. 2005 Following an audit by AFNOR, Orange France was the first technology company to obtain the Gender Equality label awarded by the government.
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2007 Group agreement on gender equality (20082010). New company agreement in favour of employing people with disabilities. Creation of the Group Diversity Division. 2008 Signing of the Charte de la parentalit en entreprise (charter for parenthood in the workplace). Signing of the Plan Espoir Banlieues (plan to bring hope to underprivileged inner city suburbs).
2009 Signing of the Code of Best Practices for Women in ICT and launch of the shadowing initiative. Signing of a Group agreement on the employment of seniors and measures to improve the later years of employees careers. 2010 Establishment of a Strategic Committee on Gender Equality. Signing the first Group agreement on worklife balance.
Participation in the establishment of the Arborus fund for gender equality in the workplace in Europe. 2011 Obtaining the European Gender Equality label. In France, signing of a new agreement on professional equality between men and women and a new agreement on employing people with disabilities. Launch of the Diversity Charter in Poland.
deadline
achievements
2011
2,000 of the 10,000 managers who have been trained are from outside France, (25 different countries). All levels of management are concerned: team managers (72%), managers of managers (22%) and talents, leaders and executives (6%). 1,800 professional training courses were certified in 2011.
diversity policy
Strengthen the policy for equal opportunities for men and women in all the Group countries by implementing policy performance tools and initiatives (training, mentoring, shadowing, etc.). 2011 Strengthening international mentoring initiatives. Developing inter-company mentoring. European Gender Equality label awarded to the Group on 29 June 2011. Opening an EPWN chapter in Warsaw. Prize in the tutoring category awarded in France to Orange for its Capital Filles programme.
2011
Launch of the Group Strategic Committee on Gender Equality. Designing a system to monitor diversity indicators in France: integration of the indicator showing the percentage of women in the management networks in the composite corporate social performance indicator.
Launching Orange Campus training sessions on the issue of managers decision-making biases. Strengthening the disability policy in France with the signing of a new agreement. Implementing specific operations in certain countries to address local diversity challenges.
Continue to deploy actions in the second identified diversity pillar in Group countries in relation to local challenges, and strengthen the monitoring of action plans and results.
2011-2012
2012 roadmap
After France, Poland and Spain set up an Orange Campus in the AMEA zone. Deploy training actions to improve management quality. Strengthen professional training and recognition of prior and experiential learning. Monitor the GPEC France (forward planning employment and skills scheme) agreement signed in March 2011.
Strengthen gender equality opportunities initiatives at all stages of employees careers and in all the Groups countries, and set up ad hoc monitoring and evaluation systems. Increase the proportion of women in management bodies (objective: 35% by 2015). Continue to implement diversity policies in Group countries in relation to local challenges, and strengthening the monitoring of action plans and results.
deadline
2012-2013
2012-2015
2012
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become a digital coach to our customers, based on: listening very carefully to understand every customers requirements and provide them with personalised assistance; a scrupulous analysis and the understanding of what our customers do with our services; dealing with customers requests in a positive and committed manner, supporting them through to the resolution of their query. A toolkit is being developed to spread this culture. It combines training, talent recruitment and internal communications, together with key actions to be taken by management and specific action plans for each country. a service quality that is continually monitored The quality of service offered by the Group to its customers as a whole (personal, professional or business customer) is continually measured in all markets. Since 2008, the Group has used a tool for measuring and managing the customer experience: the Customer Experience Tracker (CET), which makes it possible to compare the quality of the customers experience with both Orange and the
competition, throughout the customer journey. Every quarter, samples of customers of Orange and other operators are questioned about their customer journey. The customers give a score of 1 to 10 for each of a series of 65 questions grouped under four themes: offerings, quality, interaction with customers and emotions, each of which includes several measurement points. The final score reflects where Orange is positioned on a vital question: On a scale of 0 to 10, how strongly would you recommend Orange to your friends and family?. In 2011, in order to respond to new customer requirements on CSR-related issues, the CET was supplemented by new questions relating to honesty, rewards for customer loyalty, support quality, the responsible treatment of employees, and the protection of private data. Incorporated since 2010 in the bonus calculation for top-level management, the CET is now being used in France, Spain, Poland, Belgium, Romania, Slovakia, the Dominican Republic, Moldova and Armenia. The Africa, Middle East and Asia (AMEA) zone has a similar tool for its area: the Quality of Service barometer.
customer satisfaction
Intention to recommend Customer Experience Tracker (average score out of 100)
broadband Internet
90 75 60 45 30 15 0
France Poland
mobile services
90 75 60 45 30 15 0
France Poland Spain Belgium Romania Switzerland Slovakia Dominican Republic Armenia Moldova Austria Spain
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general public satisfaction Intention of recommendation CET (average score out of 100)
notable changes in 2011. France is putting its plans to improve the customer experience into action by simplifying the Origami and Mobicarte mobile offerings and OPEN multiplay offering, and ensuring that customers receive the best bandwidth available on their type of access. The coverage and bandwidth offered by the mobile network continue to be highly appreciated by customers. Poland is continuing to overhaul its fixed line broadband offering. The aim: substantial simplification of the portfolio and increased competitiveness in terms of bandwidth and prices. Concerted action to generate loyalty among customers with mobile accounts (postpaid). Spain is implementing its plan to transform the customer experience to meet customer requirements in a highly competitive climate: simplification of offerings, quality offered to customers and mobilisation of teams in their service. In all the other European countries, the commitment of teams to making Orange the best in terms of customer experience in 2015 remains extremely positive. Following on from its success with prepaid offerings, Orange Romania is focusing on the journey of customers with postpaid accounts. Every country is investing equally strongly in the customer experience and generating loyalty in the area of mobile Internet.
a policy of excellence for business markets Orange Business has for some years now been using a transformation programme named Customer Excellence to meet the requirements of business customers. The programme is subject to specific monitoring using dedicated indicators. New actions have been launched as part of the conquests 2015 project to improve customer satisfaction and increase customer loyalty. In view of their cross-cutting geographic and/or organisational nature, there are 10 projects common to France and international operations. For example: the Customer Partnership Program aims to put specific governance in place for 60 strategic customers, including five key accounts in France; the e-care programme launched in 2008 and supplemented by the Customer Journey programme in 2011, simplifies the customer journey and helps it to flow smoothly (particularly on the web). In France, 32 improvement projects have been launched since the end of 2012 in the Outstanding Customer Experience initiative. Among the key actions are: the creation of a business sales training facility to improve team training, the simplification of customer and salesperson journeys from the design phase of the offering, improvements in the deployment of complex projects, invoice simplification, improved customer handling in after-sales service (one number and supported call transfer) etc.
Internationally, no less than 10 projects are currently under way, with local coordination in each main region. Despite being highly diverse, these operational projects nevertheless have the same goal: to make the service rendered to the customer simpler, quicker and more efficient; performances recognised by different awards in 2011 (see insert). analysis tools available to countries To analyse end-to-end service quality, the Group has developed a methodology to analyse the customers perception of the quality of the networks, throughout the customer journey. This analysis is not limited to technical aspects, but also encompasses areas such as local competition, communications on offerings, customer services, etc. Quality committees help to give impetus to specific actions in Orange countries. The committees enable customer experience managers and sponsors from subsidiaries to put forward their action plans and request assistance from the Group on the occasional strategic points that need in-depth analysis based on Customer Journey surveys. The members of the Executive Committee undertake to provide their support and follow-up plans for the actions are put in place. In 2011, 17 quality committee meetings were held in respect of the action plans in Switzerland, Slovakia, France, Madagascar, Armenia, Romania, Spain, Kenya, Poland, Belgium, Jordan, Niger and Tunisia.
focus Mobistar: happy customers For Mobistar, 2011 was the year of the customer experience. Launched at the beginning of 2011, the Happy Customer transformation programme the objective of which was to listen better to customers very rapidly brought concrete improvements: better access to customer service, increase in service level, decrease in waiting time, proactive communication if there are network incidents, the sending of a text when customers reach their mobile Internet ceiling, initial bill corresponding to the value of the package chosen and not the billing cycle... Today, the recommendation rate (NPS) is one of the objectives set for all Mobistar employees.
focus Orange Business Services renews its certifications Since December 2008, Orange Business Services has held triple ISO 9001/20000/27001 certification recognising the quality of its management system and the effectiveness of its processes. In December 2011, the following certifications were renewed: ISO 9001, Quality Management: France, Switzerland, Germany and the customer support centres in Egypt and India; ISO 20000, Services Management: in the same countries, with certification also being extended to include the Flexible Computing Premium offering; ISO 27001, Information Security Management: the customer support centres in Egypt and India, and the service delivery centre in Cesson-Sevign.
Orange Romania launches Care Center, a unique concept devoted to supporting customers In November 2011, Orange Romania opened a centre in the heart of Bucharest devoted to resolving problems relating to mobile phones, and to selling a wide range of accessories and providing other support services to customers. The concept is based on an integrated approach including a repair centre, an Internet caf and a sales outlet. One month after its opening, the centre was already a great success. It is part of a broader customer support policy introduced by Orange Romania to help users take full advantage of the opportunities offered by smartphones.
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Another specific tool has been developed for customer relations departments: the service forecast. This tool enables customer service to view incidents in progress within mobile services (voice and data coverage problems, service platform problems) using a tailored map. Meteo enables customers to be notified on their first call of the estimated time it will take for the service to return to normal. By the end of 2011, it had already been deployed in seven countries (France, Tunisia, Spain, Caribbean, Senegal, Kenya, Armenia). competent, motivated teams Orange customer services teams are the first point of responsibility for the quality of the service delivered to customers. To achieve the objectives of excellence set in this area, the Group has launched two initiatives to strengthen skills and increase the involvement of employees that come into direct contact with customers: the Orange certification programme offers customer services employees a two-level accreditation recognising their professional qualifications; the Orange customer champions, a new international initiative launched in 2010 to reward the best customer services employees. The largest internal competition ever launched by the Group, these awards reflect the Groups ambitions in relation to service quality.
focus service quality recognised by a number of awards In 2011, the Groups commitment to service quality was once again recognised by a number of awards: at the 2011 World Communication Awards, Orange received three of the highest distinctions in the telecoms sector and was highly commended in two other categories. Orange received the Best Mobile Operator award. Orange Business Services received the Best New Service award for its Galerie VPN Business cloud service and the New Frontiers award for its collaboration with a number of Ministries of Foreign Affairs across the world. In addition, the performance of Orange Business Services was recognised in the Project of the Year category (for Flexible 4 Business, its partnership in the cloud with Cisco, EMC and VMware) and in the Best Global Operator category; Orange was named Best Operator at the Mobile Entertainment Awards in London. The award recognised Oranges in-depth understanding of its customers requirements and the importance of delivering a customer experience that is exceptional from all points of view; in France, Orange was ranked first or equal first for 57 of the 61 criteria in the report on the service quality of 2G and 3G networks published in November 2011 by Arcep (the French regulatory authority for posts and electronic communications); the business services provided by Orange Business Services were ranked top by Gartner, the industry consultants and analysts; in India, at the beginning of 2012, Equant was awarded the Ramakrishna Bajaj National Quality Certificate of Merit, a prestigious accolade recognising service excellence, equivalent to the EFQM in Europe.
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H2 2011
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Simplicity+: a network of testing centres to observe customers and identify problems The Simplicity+ programme, launched in 2004, uses a network of customer testing centres that assess customers perception of the level of simplicity of offerings at each stage: understanding of the offering by prospective customers; experience of users under day-to-day conditions (installation and uses); experience of customer journey when making contact (shops, customer service). These assessments may then give rise to recommendations to enable offerings to be changed before their launch. By the end of 2011, the Simplicity+ network consisted of 19 testing centres in 15 countries. This wide geographic coverage enables the appreciation of cultural parameters that can influence local perception of the complexity of a product or service. optimised customer journeys The Group has introduced a methodological approach in countries that helps not only to improve communications with customers (shops, Web, customer service) but also to optimise organisational and operational processes. This customer journey approach has enabled the launch of a set of constantly changing and corrective projects affecting customers directly in their interaction with Orange. Since 2010, nearly 90 customer journeys have been optimised in this way in 23 countries. They resulted in the launch of more than 500 corrective actions. The objective is to limit the number of intermediaries dealing with customer calls, so that 80% of incoming calls from customers will eventually be able to be handled by the initial contact. simplified catalogues Technological innovations mean that new offerings are launched every year. This profusion of offerings sometimes leads to difficulties: a lack of legibility for customers, misunderstanding of offers by advisers, complexity of invoicing processes, etc. In order to make simplicity the essence of the customer experience, Orange has embarked on a programme to simplify its catalogues, with the ambitious aim of reducing its current offering by 40%. This wide scale simplification will benefit customers and enable advisers to get to know the Groups offerings better, and therefore guide customers more effectively. In 2011, over 1,000 products were withdrawn from catalogues, e.g. in France: a narrowband Internet offering with 80,000 consumer customers and a fleet of mobiles used by 5,000 business, professional and key account customers, while in Romania, a prepaid mobile offering for 500,000 customers was discontinued.
focus Business Continuity Plan: efficiency praised In January 2011, with riots affecting our activities in Egypt, the Group made the choice to transfer the activity of its Major Service Centre (MSC) from Cairo to its other MSCs in New Delhi, Rio and Mauritius. This was the first time that a Business Continuity Plan (BCP) had been activated for this length of time: two weeks. With two priorities: to ensure the safety of employees and maintain contact with customers. The commitment of Oranges teams helped to manage the crisis with an efficiency that was praised by customers. This expertise in managing a crisis situation was also recognised by IDC, a major player in research and consulting in the information technology and telecommunications markets, which visited the MSC in Mauritius to assess the continuity of the Groups activities, and whose report praised the performance of the teams.
This approach, developed by the Image, Brand and Partnership function, will now help to minimise the environmental impact of events organised by the Group, enable the monitoring of the working conditions for the personnel involved in such events, and make it possible to seek better community involvement in the design, set-up and dismantling required for these events. The 13 commitments in the reference document and the indicators associated with them will enable the organisation and management of Group events to be transformed in line with a philosophy of ongoing improvement. promoting safe and responsible uses Besides information efforts made specifically in the area of child protection (see p. 91 to 93) and radio waves (see p. 95 to 97) Orange is scrupulous in promoting the responsible use of products and services among all its customers. With one basic principle: providing transparent information on the risks involved and the means of protecting against them. In most countries, Orange portals provide a wide range of simple and pragmatic advice on how to protect ones own privacy and that of others, manage ones mobile phone budget, report illicit content, protect against mobile phone theft, extend the lifetime of equipment, together with reminders not to phone whilst driving and to avoid taking calls in a public place... so that use of the new technologies remains a pleasure for all.
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key dates relating to the Groups ongoing policy of improving the customer experience
2004 Launch of the Simplicity+ programme. 2006 Publication of responsible marketing guides. 2008 Signing in France of the responsible communications charter of the Union des annonceurs (advertisers union UDA).
2009
Publication of
code. Launch of Orange Care services. 2010 Incorporation of CET (Customer Experience Tracking) in the bonuses of 1,000 leaders. Establishment of quality committees. Launch of a Group programme to improve the customer experience by 2015. Launch of a professional certification programme for customer service employees and of the internal Orange customer champions competition.
of the new Orange customer relations culture. CSR criteria introduced into the CET. Establishment of a training course on responsible communication (120 people trained). Formalisation of a responsible approach to events.
deadline
achievements
2011
Launch of new action plans to improve the customer experience, translated in an improvement in the CET in a number of countries such as Spain, Romania and Poland. Improvement of CET in several countries such as Poland. Introduction of the CSR dimension into the questionnaires of the main tool used to measure customer experience (CET) deployed in 12 countries.
responsible communications
Extension of the Responsible Communications Code introduced in France to other European countries. Deployment of training for communication teams. 2011
Raising awareness among internal and external communication teams (both corporate and country) at the highest level. Finalisation of training modules with a length of almost four hours in French and English. Four training sessions in 2011: 120 people trained (corporate, country ambassadors and representatives of partner agencies). Publication of the Responsible Communications Code on orange. com Formalisation and first application of a responsible approach to events.
deadline
2012
responsible communications
Roll out responsible communications practices by holding training courses and appointing an ambassador in each country in which the Group is present. Extend the responsible approach to events to all major internal and external events initiated by the Groups communications teams.
2012
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Security teams regularly raise awareness among product marketing managers of the different risk factors, and provide security monitoring throughout development. In 2012, to enable security issues to be taken more effectively into account when designing offerings, the HLRA process will be incorporated into the Time to Market launch process for new offerings that is used by all marketing entities. Half-yearly reporting is now in place in all Group entities as part of the security management system, in compliance with the guidelines for the ISO 27001 standards (see p. 58). Each country is therefore required to assess its risks, report all incidents and/or non-compliance, and implement the necessary security measures. Internal audits are commissioned by the Group Security Department to verify the application of the policy. Two training sessions on the ISO 27001 standard (one of which was for the African subsidiaries) were held in 2011 to enable employees holding security posts throughout the Group to obtain the lead auditor qualification for internal security auditors. ensuring the confidentiality of personal data Respect for privacy is an integral part of France Telecom-Oranges global security policy. Specifically, the Group complies with European Directive 95/46/CE on the protection of personal
data. Common action principles for a Group policy on the confidentiality of private data were defined at the end of 2011, and will be disseminated to all entities in 2012. Rigorous measures are implemented in all countries: data protection requirements are incorporated in all employment contracts. A charter called the Confidential Code, translated into eight languages, sets out the information security rules that must be applied by each and every employee. For more information, employees may consult the dedicated intranet site, Security online, or contact a global security coordinator in a Group entity; the Group has introduced a restricted and clearly identified list of people authorised to access databases containing customers personal data; user identities are checked using very strict authentication methods; the Groups responsible marketing guides ensure that personal data is never used for commercial purposes unless the customer has given their consent; all contracts with suppliers and partners include a specific clause on the protection of personal data.
focus
achievements in 2011
Evernote: the guardian of personal data At the end of 2011, Orange joined forces with Evernote to offer a solution that can store and recover all the data and content on a PC, mobile or tablet in the blink of an eye. Evernote runs on almost all PCs, mobiles and other connected devices available on the market. The service will be offered free for one year to every customer who requests it between the first quarter of 2012 and the first quarter of 2013. At the end of this free one-year trial period, Orange customers will be able to subscribe to the Premium offering if they would like to or may simply continue to use the free version, both possibilities having been incorporated into Orange services. An offering to complement cloud services: Mes Contenus (my content) and Sauvegarde des donnees (data backup) now accessible to all.
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Practical advice is regularly dispensed to customers to heighten their awareness of risks and promote safe, responsible uses that will help to protect their personal data. Private individuals and business people may also consult the Protecting yourself section on the Orange Assistance website (http://assistance. orange.fr/IHD/). For businesses, the Orange Business Services Security blog (http://blogs.orange-business. com/securite/) provides very comprehensive information on security issues and allows experts to discuss their experiences and best practice. A number of articles and videos have been posted too, to raise awareness among Internet users of safe use of social network sites. Orange security experts regularly speak at national symposia such as the Assises de la scurit (see insert) and C&ESAR (Computer & Electronics Security Applications Rendez-vous) days, of which Orange Business Services is a major sponsor. The Group also participated in the introduction to the C&ESAR 2011 session devoted to the theme Security and Mobility, providing a reminder of the new security issues connected with the explosion in the use of smartphones (the capabilities of devices are increasing, open ecosystems are not always very well protected, users themselves are neither prepared nor properly aware of the threat of theft of personal data, major fraud etc.). These security issues obviously impact the use of mobile phones and the behaviour of users.
focus new internal campaign Confidential Code: here, there and everywhere Two years after the launch of the first Confidential Code campaign, which introduced the main issues of information security, a new internal awareness-raising campaign called Confidential Code: here, there and everywhere focused on the increase in the dangers lying in wait for employees when they are travelling, and also within the company, not to mention public areas. Through a brochure directed at all employees and prefaced by the Secretary-General of the Group, the campaign provides a reminder that everyone is responsible for protecting any information they hold, have access to or exchange. The campaign revolves around a dedicated bilingual intranet site, which features an interview with the Secretary-General (in French and English), the brochure (available in a bilingual French/English version and two other single language versions: Spanish and Polish), downloadable posters and various information sheets. Special notification was sent to all Group leaders in their weekly newsletter (in French and English). In total, nearly 10,000 French/English brochures and 700 posters were distributed within the Group. Each entity also had the option of downloading templates to print themselves.
the CEO of Orange Business Services at the 2011 Assises de la scurit The 11th annual French meeting on information systems security brought together over 820 managers and experts keen to find out about new technological trends, and this year gave the floor to three leading companies in the field, including Orange Business Services, represented by Vivek Badrinath. The Executive Director of Orange Business Services presented the Groups vision and its philosophy of supporting business customers in all their current challenges, through a holistic approach to security. His address to an audience of several hundred was on the theme of Changes in IT uses and their consequences on the management of the security of businesses.
main stages in the implementation of the security and private data protection policy
2007 Publication of the Groups global security policy. Appointment of a private data protection manager. Establishment of a working group to assess risks relating to customers personal data. Deployment of a security management system throughout the Group in compliance with the ISO 27001 standard. 2008 Publication of the Confidential Code, an internal charter on the protection of private data translated into eight languages, and the launch of a campaign to raise awareness among employees in 118 countries. 2009 Introduction of security monitoring for all multi-country offerings developed by the Orange Technocentre. 2010 Extension of security monitoring to monocountry offerings and certain Orange Business Services offerings. A global initiative to improve recognition of risks relating to the protection of customers personal data. 2011 Definition of Group guidelines on the confidentiality of private data. Production of an e-learning programme on the processing of private data in products and services. Definition of the policy on the responsible use of social networks and online release of a best practice guide for employees.
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deadline
achievements
2011
Creating sites that are essential to ensure the security of the companys data.
2011
Continuing to deploy encryption solutions for IT resources within Group entities. Defining the policy on the responsible use of social networks and releasing a best practice guide online.
2011
protection of privacy
Finalise the Group policy and draw up an action plan for its local implementation in every European country. Develop and deploy tools to enable all customers to improve the management of their data posted on Orange services. 2011
2011
Developing a dashboard enabling customers to view data relating to them held by the operator. Collaborating with Evernote in launching a data-storing solution for the PC, mobile and tablet.
Increase the amount of information provided for our customers on the risks and correct use of mobile phones, in conjunction with partners. For marketing project ownerships in at least one of the Groups country divisions, drawing up and issue of a questionnaire to assess the processing of private data in new product and service concepts.
2011-2012
Introduced in 2012.
2011
Releasing an online e-learning programme on the processing of private data in products and services.
deadline
Definition of a set of standard rules to be applied by each Group entity: organisation that mirrors corporate, rules of governance, suite of security policies.
2012
data security
Publish and deploy a more robust data protection policy. Accelerate the deployment of authentication and encryption techniques within the Group.
2012 2012
protection of privacy
Roll out, communicate on and deploy the Group policy relating to the protection of privacy. Increase the amount of information provided for our customers on the risks and correct use of mobile phones. In addition to the personal Cloud, provide companies throughout the EU with secure access to high quality services from eco-designed data centres located in Europe; guarantee at all times to our customers the full ownership and easy, secure retrieval of their data (reversibility). Provide Orange customers with the right to control, check and manage the personal information they provide on Orange platforms, for all services managed by Orange; provide them with a dashboard of their personal data by 2015.
2012 2012
2012-2015
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an international commitment
As part of its child protection policy, France Telecom Orange supports major international initiatives in the sector, such as the European Framework for Safer Mobile Use by Young Teenagers and Children and the Mobile Alliance Against Child Sexual Abuse Content, which aims to combat child pornography on the Internet. In 2011, Orange supported two new child protection initiatives in Europe: in December 2011, the Group signed up to the CEO Coalition to make the Internet a better place for kids, which was launched by Neelie Kroes, Vice-President of the European Commission responsible for the Digital Agenda for Europe, to encourage action at European level; Orange was also involved in drawing up guidelines for the ICT Coalition for a Safer Internet for Children and Young People, published on 19 January 2012 by 25 companies in the ITC sector.
(the French branch of the Europe-wide Safer Internet programme), e-enfance and the Union francaise des associations familiales (UNAF the French association of family organisations), Kidprotect and Nobodys Children Foundation in Poland, Protgeles in Spain, Child Focus in Belgium, UNICEF and a network of psychologists in Slovakia, the Armenian Committee for a Safer Internet (www.safe.am), etc.
focus the digital protection of children, a priority requirement of stakeholders in Europe The Groups CSR policy is based on listening to stakeholders and taking account of their requirements. Recent studies undertaken in France show that: the leading concern among the general public particularly parents in the 35-49 age group is protecting children against the risks inherent in the use of the Internet and mobile phones, and exposure to TV programmes that are inappropriate to their age; more than one in three Orange customers would like to have more information relating to parental control and mobiles. Studies undertaken in other European countries reveal similar perceptions and requirements: in 2011, the American Life Project Family Online Safety Institute jointly financed with the Pew Research Centers Internet on parents perceptions linked to parental control; study by Orange Spain/Inteco. This carried out a thorough investigation into the use of mobile services by young people aged 10-16 and the perception by children and their parents of the risks involved (2010); study by Orange Poland / Nobodys Children Foundation on the Internet and child safety (2008).
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In Spain, summer schools are provided for employees, and many awareness-raising activities are carried out in conjunction with the Protgeles Foundation: in 2011, over 1,700 children were trained with the help of 300 employees. In Slovakia, since 2006, a team of 10 psychologists trained by Maria Tothova Simcakova, a well-known psychologist and manager of Orange Slovakias project on education in the media and the protection of children against unsuitable content, trains teachers, parents and children in a fun, hands-on way (50 teachers, 1,000 parents and 4,500 children trained by the end of 2010). This network of psychologists uses various resources, educational activities, tools and games to arouse childrens curiosity and encourage dialogue. It has also created an educational website and produced a guide for educators and parents. In Armenia, Orange is partnering the Armenian Committee for a Safer Internet (www.safe.am) in training IT teachers in secondary schools. In Moldova, Orange is partnering the NGO PRO Info in training 60 IT teachers and Orange employees in child safety on the Internet. These employees and teachers will in their turn lead training sessions in schools in 2012. A national competition for school pupils will also be launched for the best TV/radio programme, poster, and Internet user guide for parents and children. In emerging countries in Africa, Asia and the Middle East, the Group is using projects developed by the Orange Foundation to provide IT equipment for schools and raise awareness among teachers, parents and children of the appropriate use of the Internet. Finally,
on mobiles The parental control filter, which is free, enables the blocking of: the access to adult content across the entire mobile Internet in France, Spain, Romania and Poland; the access to adult content on the Orange portal only in Belgium and Slovakia; special numbers (video and voice) not recommended for children in France, Spain, Slovakia and Poland; the access to a selection of mobile TV channels between 10.30 pm and 5.00 am in France. In France, call control and blocking options allow parents to secure their childrens mobiles. Safety on Orange TV Adult and confidential codes and parental control are all tools enabling parents: to protect children against access to programmes prohibited for under-18s; to check VoD purchases and subscriptions to pay-TV bouquets directly from the TV; to restrict access to programmes offered on VoD, according to the age of their child. In parallel, Oranges youth TV bouquet offers parents six TV channels for all ages and a catalogue of programmes on demand (cartoons, films, childrens series, etc.) that contain neither advertising nor violence. Poland and Slovakia also offer access control systems.
Orange has been part of the Frenchspeaking network Educavox for two years. Its aim is to promote best practice and innovation in the ITC sector.
Family of the charter on mobile multimedia to ensure the protection of children. 2007 Signing of the European Framework for Safer Mobile Use by Young Teenagers and Children. Study by Orange Slovakia on the use of mobiles and the Internet by children, and launch of a campaign to raise awareness in schools with the help of specialist psychologists. 2008 Contribution within GSMA to the launch of the Mobile Alliance Against Child Sexual Abuse Content. Launch of the Europe-wide Teach Today initiative, which aims to provide teachers with tools to raise pupils awareness of Internet use, and of which France Telecom Orange is a founder member. Study on the Internet and child safety by the Orange Poland Group (Polish subsidiary of France Telecom Orange) in partnership with Nobodys Children Foundation. 2009 Signature in Poland on the initiative of the Orange Poland Group of a national agreement on child safety on the Internet. Signature of a partnership between Orange Spain and the Protgeles organisation to carry out joint actions to protect children and combat illicit content. 2010 Inventory of child protection actions in all Group subsidiaries and preparation of a Group policy. Publication of the Orange Charter on Child Protection in France. 2011 Signed up to the CEO Coalition to make the Internet a better place for kids, an initiative sponsored by Neelie Kroes, European Commissioner responsible for the Digital Agenda for Europe. Under the aegis of ETNO, GSMA and Digital Europe, active participation in the production of key principles common to the entire ICT industry in respect of child protection.
focus an international study on the use of new technology by children In late 2010-early 2011, Mobinil helped to undertake a Child Internet Safety survey as part of an international project initiated in 2009 by the GSMA to gain a better understanding of childrens use of mobile phones. Egypt was one of the four countries surveyed in 2011, and Mobinil made a significant contribution to this new study. 1,385 pairs of parents and children were surveyed by questionnaire in four different regions. 1,014 replied, i.e. a rate of return of 73%. The survey, which represented 2,600 hours work, required intense collaboration between the various players concerned: GSMA, operators, Egyptian Ministry of Telecommunications and local NGOs. The study shows that childrens use of new technologies is particularly significant in Egypt: 14% of children in Egypt aged 8-18 have a smartphone (vs 11% in India and 9% in Japan), and 18% use tablets (6% in India, 2-3% in Japan). The results of this study can be consulted on the GSMA website: http://www.gsma.com/understanding-usage-of-mobile-by-young-people/
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focus large-scale involvement on the occasion of Safer Internet Day For the past two years, Orange has supported the Safer Internet Day, an event organised by Europes Insafe network to promote safer and more responsible use of technology and the Internet by children and young people throughout the world. On 7 February 2012, all Orange entities in Europe put their weight behind the event by organising numerous awareness-raising actions: in France, a live video chat was held on www.orange.com. Parents were able to talk directly to experts and find out how to help very young children benefit from the digital world. This day was an opportunity for Orange France to announce several staff awareness then customer initiatives with parent sessions in the major Orange stores across the country; in Spain, besides the awareness-raising programmes run in schools in conjunction with the Protgeles organisation, Orange sponsored a conference held by the Spanish awareness-raising centre on young people on the Net. The meeting was attended by over 1,000 teenagers aged 11-17 from different Spanish provinces; in Poland, the Orange Foundation the lead partner of the Safer Internet Day held a conference on the event, with Nobodys Children Foundation and other NGOs. This conference was followed by an exhibition presenting various projects on the theme of child safety on the Internet; in Armenia, teachers trained by Orange in partnership with the Armenian Committee for a Safer Internet (www.safe.am) led seminars for parents, to increase their awareness of safety on the Internet; for the fifth consecutive year, Orange Romania supported the Safer Internet Day Awards, which are presented to the best digital projects conceived by pupils aged 5-18 with the help of their parents or teachers; in Slovakia, Orange presented the results of its programme through specially trained psychologists in primary schools, and almost 50 of these psychologists held information workshops on a safer Internet in primary schools in the country.
a new child protection tool in Spain In Spain, Orange and the three other national operators have supported the introduction of an initiative helping to protect children on the Internet: by clicking on a single button, users are able to notify the Protgeles organisation anonymously of content that is harmful to children: child pornography, grooming situations (adults using the Internet to seduce minors), etc. In an initiative promoted by the European Commission, the organisation then relays the information to the relevant authorities. According to Protgeles, the number of complaints relating to content harmful to minors has decreased by 94% in four years. Already incorporated into the websites of Orange Spain (www.orange.es/especiales/protege-a-la-infancia/) and other national operators, this button will soon be accessible from smartphones. Equivalent schemes already exist in France and Poland (Nobodys Children Foundation www.helpline.org.pl).
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2011 review safe and responsible use of our products and services
Establishment of a structure linking the worlds of science and medicine in order to promote safe and responsible usage.
deadline
achievements
2011
child protection
Dissemination and roll-out of Group policy throughout Europe. Continuation of the extension of the parental control functionality to all countries. Continuation of targeted communication and awarenessraising campaigns (employees, customers, society in general). 2011
Dissemination of the Group policy to country correspondents (November 2011) supported by an international communication campaign. Fixed line and/or mobile parental control available in most European countries. Active participation in leading the ICT Coalition, uniting members of the sector around issues connected with the protection of childhood, under the aegis of EC Digital Europe, GSMAe and ETNO. November 2011, signed up to the CEO Coalition initiative to make the Internet a better place for kids, supported by the European Commission. France: launch of the digital parenting concept within the Orange solidarit numrique (Orange digital solidarity) programme, whereby employees voluntarily make their skills available to interested organisations. Creation of a dedicated child protection toolkit and its specific use on a number of sites in France during Orange Mmes (Orange kids) days.
deadline
2012
child protection
Create a resource centre to train and help countries to strengthen their child protection and support activities in the face of the risks inherent in the digital sphere. Contribute actively to the CEO Coalition to make the Internet a better place for kids. Promote the use of offerings meeting parents requirements.
2012-2013
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in particular to: research carried out by the Agence nationale de la recherche (ANR French national research agency) and the WHIST laboratory, in conjunction with the Institut Mines-Tlcom; groups working on international standardisation (CENELEC, ITO, ETSI, etc.). research programmes financing.
dosimetry
In
In 2011, Orange France was heavily involved in research into radio waves, particularly with public and private epidemiological and biological research as part of the agenda of the World Health Organisation (WHO), the Scientific Committee on Emerging and New Identified Health Risks (SCENIRH) and the ANSES (French National Agency for Health Safety).
France, over 500 measurements of exposure thresholds were carried out in 2011 and put online on the site of the Agence nationale des frquences (ANFR national frequencies agency), www.cartoradio.fr. All the results are below the legal threshold and 97% of the readings do not even reach 10% of the legal limit. The Government has also carried out a review in a number of municipalities, which concluded that the exposure of people in France to electromagnetic waves from base stations was very low. In Egypt, over 1,100 sites were measured. The measurements showed that 100% of the sites comply with national and international regulatory limits. In Tunisia, 100% of sites checked by the ANFR within the framework of its responsibilities comply with ICNIRP limits and the interdepartmental recommendation of 2008. In Slovakia, Orange Slovakia measures the compliance of antenna repeaters on request by customers. for mobiles All mobile phones marketed by France Telecom Orange comply with ICNIRP standards and have an SAR (Specific Absorption Rate, indicating the maximum level of radio waves to which users can be exposed) of less than 2 W/kg. A large number of countries communicate mobile SARs through a variety of media. For example, in France, the SAR of all mobile phones sold is indicated in shops, on websites and in sales brochures, sales outlets, Orange Guides and in the boxes.
(1) International Commission on Non-Ionizing Radiation Protection: an international commission linked to the World Health Organisation (www.icnirp.de). This commission has defined exposure thresholds in order to protect individuals against the effects of radio-waves on health. (2) Institute of Electrical and Electronics Engineers.
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provides information to customers through appropriate channels on the correct use of mobile phones, as set out by public or other relevant authorities, in order to reduce their exposure to radio waves (use of a headset, phoning when reception is good, etc.).
focus information on sanitary notices The Group encourages the correct usage of mobiles as recommended by the international authorities to reduce personal exposure (e.g.: using a headphone, telephoning where reception is good, etc.) using suitable media, and systematically offering a headphone kit with every mobile purchase, either directly in the box, or in the shop. The Group communicates on the sanitary notices as the classification the International Agency for Research on Cancer (IARC) published in 2011. On the basis of results of various studies concerning in particular the use of mobile telephones, IARC, a WHO organisation, announced the classification of radiofrequency electromagnetic fields as possibly carcinogenic to humans (group 2B). The WHO confirms however in its Reminder of June 2011 on mobiles that this day, it was never established that the mobile phone can be at the origin of a harmful effect for the health. Some sanitary or public authorities promulgated various usage precautions intended to reduce the exposure to electromagnetic fields of mobile phones. The WHO plans to carry out another formal risk assessment in 2012 of all health effects of exposure to radiofrequency fields. The European Commissions Scientific Committee on Emerging and Newly Identified Health Risks (SCENIHR) has also received a mandate to update its opinion of 2009 on the potential health effects of exposure to electromagnetic fields.
legislation applies ICNIRP recommendations Orange applies the international ICNIRP recommendations other local legislations followed by Orange
Morocco United Kingdom Poland Belgium Luxembourg Austria Switzerland France Spain Armenia Portugal Slovaquie Moldova Romania
Tunisia Egypt
Irak Jordan
Mali Niger Senegal Central African Guinea-Bissau Republic Guinea Cameroon Cte dIvoire Uganda Kenya Equatorial Guinea Congo Dominican Republic Caribbean Madagascar Mauritius Botswana Runion
Vanuatu
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2009
The
Group takes part in the Radio frequencies, health and environment round table organised by the French public authorities in May 2009, and in the Operational Committee responsible for exposure modelling and experimentation, as well as the consultations set up after the round table. 2010 Drawing up of a Group policy on radio waves in the workplace. 2011 Participation of Orange France to the radio frequencies health environment Operational Committee organised by the government and to the Committee of Dialogue of ANSES (national agency of sanitary security) gathering all the stakeholders.
deadline
achievements
2011-2012 2011
Deploying an active communications policy on electromagnetic waves. Strengthening of internal communication actions for all employees. Launch in France of Homo Mobilus, an awareness-raising operation in the form of an exhibition having for object the place of the mobile networks in our life, a part of the exhibition concerning mobile services and electromagnetic waves.
2012 roadmap
deadline
2012 2012
Create a common resources centre to share good practices. Realise a seminar on the radio waves in the AMEA zone.
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innovative solutions for isolated areas To help open up isolated areas where ADSL technology cannot be deployed for technical or economic reasons, the Group offers alternative innovative solutions: the satellite Internet offering developed in partnership with NordNet in Metropolitan France provides 100% broadband coverage of the country up to 4Mbit/s. In 2010, this solution received the Ministry for the Economys Broadband for All label; W iMax (Worldwide Interoperability for Microwave Access) technology enables broadband connections to be made by radio link. This technology has been deployed in Botswana, Cameroon and Mali; the CDMA technology deployed by Orange in Senegal enables isolated areas not covered by ADSL to access the Internet using wireless technology. 100% of Senegalese villages with over 500 inhabitants now have access to the Internet thanks to this technology; the Flybox enables inhabitants of regions without fixed ADSL coverage to gain WiFi or landline access to the Internet via a mobile broadband network. By the end of 2011, the Flybox had been introduced in eight countries (Romania, Slovakia, Egypt, Switzerland, Moldova, Armenia, Botswana and Tunisia); in Africa, Orange deploys an original solution
enabling collective access to be brought to isolated villages: Community Phones (see p. 103). By the end of 2011, this solution had been deployed in more than 1,700 villages with over 500 inhabitants, in Mali, Niger, Cte dIvoire and the Central African Republic; the deployment of solar stations also helps to develop access to communications in rural areas without access to the electricity network, whilst at the same time preserving the environment. By the end of 2011, 2,065 solar sites (including 1,416 solar mobile radio stations) had been installed in 14 African and Middle Eastern countries as well as the Dominican Republic, Vanuatu and Armenia, making it possible for isolated villages without electricity to access telecommunications. This programme received the Best Mobile Technology for Emerging Markets Award at the 2011 Global Mobile Awards. cables to connect Africa Africa continues to be one of the continents that is less well endowed when it comes to network infrastructures. Orange is making an active contri-
bution to major projects to lay submarine optical fibre broadband cables to improve the capacity and quality of Internet connectivity in Africa, the Indian Ocean, the Middle East and the Indian sub-continent. Following the EASSy (Eastern Africa Submarine System) and IMEWE (India Middle East Western Europe) cables, which came into service in 2010, the Group is participating in two other major projects: LION2: through the construction agreement for the LION2 cable, signed in September 2010 by France Telecom-Orange and the other members of the consortium, the LION cable was brought into service in April 2012, to bring the broadband in Mayotte, by connecting the island with the rest of the world via Kenya on one hand, La Runion on the other one. ACE (Africa Coast to Europe): in June 2010, France Telecom Orange signed the construction agreement for the ACE cable. The 17,000-km cable will extend from France to South Africa and will be partially operational in 2012. It will connect around 20 countries, either directly for coastal countries or via terrestrial links for landlocked countries such as Mali and Niger.
Portugal
les Canaries Espagne Mauritanie Sngal Gambie Guine Mali Benin Ghana Sierra Leone Libria Cte dIvoire Sao Tome-et-Principe Nigria Cameroun Guine quatoriale Gabon Rpublique Dmocratique du Congo Angola Niger
Namibie
Afrique du Sud
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2011 with Free and SFR, and early in 2012 with Bouygues, to accelerate the deployment of optical fibre. increased bandwidth of mobile networks The Group is pursuing the deployment of third generation mobile networks (3G/3G+) in all its countries that support broadband data services. In most European countries, the entire 3G network is now 3G+ with a considerably broader bandwidth and higher capacity than the earlier generations. 3G is also being deployed in a number of emerging countries. Orange has already deployed 3G in 13 African countries (Botswana, Egypt, Guinea, Jordan, Kenya, Madagascar, Mali, Morocco, Mauritius, Niger, Uganda, Senegal and Tunisia). In Egypt and Senegal, deployment in high traffic zones in major cities has leapfrogged directly to 3G+. In France, the official ARCEP report on the quality of voice and data services of mobile networks (2G and 3G) in Metropolitan France dated 4 November 2011 confirms that Orange offers the best mobile network in the country, specifically with the best network coverage, the fastest mobile bandwidth, and the best voice communication and mobile data service quality. The fourth generation of mobile networks: LTE (Long Term Evolution), also known as 4G, is designed to provide the best performance, greater capacities and lower costs in an environment where data exchange and creation are growing strongly. Orange has carried out a series of technical tests on an experimental network in France in order to gain an in-depth and
pooling agreements
To accelerate the deployment of infrastructures particularly in isolated areas we favour sharing network infrastructure with our competitors, a win-win solution that will help to increase geographic coverage whilst at the same time minimising our environmental footprint and helping to control costs. the pooling of mobile network infrastructures Besides the sharing of passive equipment (buildings, pylons, masts), which we have been doing for a number of years, we are seeking to develop active sharing (known as RAN sharing), which also involves the means of transmission: this is the most effective approach in terms of savings, but also the most complex to implement. In 2007, for example, we signed a RAN sharing agreement in Spain with Vodafone, the implementation of which extends over five years. The objective: to deploy 3G network cover together for towns of 1,000 to 25,000 inhabitants, i.e. a total of some 13 million inhabitants. Eventually, around 5,000 sites will be shared. Another recent example is that of the joint venture with the mobile subsidiary of Deutsche Telekom in Poland to pool the mobile network across the entire country. the pooling of optical fibre access network infrastructures In France, we signed pooling agreements in
detailed understanding of this new technology and to ensure it has fully mastered it before any commercial launch. In France, the deployment of the 4G network will begin in Marseilles in June 2012. The first commercial offerings are scheduled to come to market in France in 2013. In addition, the purchase of new frequencies and the development of innovative projects will enable Orange to provide a better quality of service to its customers. Orange plans to provide 4G offerings in all the European countries in which it is present by 2015. super-fast broadband over optical fibre Optical fibre broadband, up to 10 times faster than ADSL and capable of reaching over 100 Mbit/s, will encourage the emergence of new Internet and multimedia uses in the home, businesses and public services. This is not only a major issue in regional competitiveness but also in the day-to-day life of all citizens, and France Telecom Orange has made proactive commitments in this respect. In France, the La Fibre programme is continuing with its ambitious objectives: 2 billion euros investment to ensure coverage of 10 million households by 2015, and 15 million (i.e. 60% of households) by 2020, in 3,600 municipalities (see insert). Super-fast optical fibre broadband is also available in Slovakia. Pilot networks have been launched in Spain and Poland. In Poland, VDSL technology has been deployed and 40 Mbit/s and 80 Mbit/s offerings have been marketed since mid-2011.
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3G population 2G population
Europe
Orange Belgium 93.75%. 99.7%. Orange Luxembourg 69.3%. 99.6%. Orange France 97.8%. 99.7%. Orange Switzerland 91.9%. 99.3%. Orange Austria 67.2%. 98.8%. Orange Spain 90.2%. 99.2%.
Orange Poland 62.0%. 99.6%. Orange Slovakia 70.0%. 99.6%. Orange Moldova 92.4%. 99.4%. Orange Roumania 82.0%. 99.8%. Orange Armenia 95.4%. 96.5%.
3G population 2G population
Africa
Orange Morocco 46.9%. 98.0%. Orange Niger 2011. 6.4%. Orange Mali 9.0%. 46.5%. Orange Senegal ND. 88.6%. Guinea-Bissau 2012. ND. Guinea-Conakry 2011. 32.0%. Orange Cte dIvoire 2012. 90.5%. Orange Cameroon 2011. ND. Orange Equatorial Guinea 2011. 91.0%.
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focus Orange accelerates its plan for investment and innovation in the Spanish networks Orange confirms its commitment to develop the information society in Spain: in September 2011, the Group announced new investment in fixed and mobile networks. In 2010, Orange announced an investment of 500 million euros over two years to modernise its network and make it more flexible, robust and convergent (fixed and mobile), and therefore ready to offer LTE (4G) technology. By the end of this year, Orange will have about 5,000 stations able to use the latest multi-network technologies: 2G, EDGE, 3G or in 1800 and 900, fully IP, and ready to offer LTE technology. Today, Orange customers in Saragossa, Valencia, Alicante, Murcia, the Canaries, Galicia and Vizcaya are already benefiting from increased coverage and network quality. In addition to its investment in the mobile, the Group will open about 100 new exchanges across the country between 2011 and 2012 in order to enable the largest possible number of users to enjoy the benefits of Oranges ADSL network and boost the growth of the fibre market. By the end of this programme, Orange Spain will reach 70% of the Spanish population. Furthermore, the purchase of new frequencies in 2011 and the development of innovative projects will enable the company to deliver a better quality of services to its customers.
deadline
achievements
2011-2012
Continued deployment of ORYX stations: more than 1,400 solar stations by the end of the 2011 financial year.
2011-2012
The new ACE submarine cable which will link France with South Africa and serve 23 countries will be brought ashore at Penmarch (Finistre, France). Continuation of operations to extend LION1 to Mayotte and Mombasa.
2012 roadmap
Continue the sustained deployment in Africa of mobile relay stations that are fully powered by renewable energy, thereby enabling services to be provided in even the most isolated regions with no electricity supply.
deadline
2012-2015
Bring into service the LION2 cable, which has a potential of 1.28 Tbit/s. Bring the ACE cable into service by the end of 2012. Use these submarine cables to open up landlocked areas and countries.
2012
Launch initiatives to facilitate access to energy to power mobile phones in Africa. Superfast mobile broadband: deploy 4G/LTE in European countries were Orange operates by 2015. Deploy 3G in Orange countries in the Africa-Middle East zone by 2015 and provide mobile coverage for 80% of the population.
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Since February 2012, Orange France has also been marketing a social Internet+VOIP offering for recipients of basic income support, meeting the government specifications: accessibility on the sole condition of the lines suitability for ADSL, i.e. over 98% of lines, no time commitment, deposit or activation fee (except for charges that might be made for the installation of a new telephone line) and at a monthly rate of 20 euros including VAT. The Groups social offerings have met with little success as there is apparently too much of a stigma attached to them. As a result, the Group has decided to reorient its thinking from a philosophy of specific social offerings to a responsible marketing process favouring measures to improve accessibility for people with low incomes and has launched experiments in 2012 focusing on marketing these services that will help customers to manage their consumption better. second-hand phones: an economical and eco-friendly solution! Second-hand mobile phones have been available for the past two years from Orange shops in Metropolitan France. A wide range of simple and up-market mobiles consisting of three categories of handsets, is on sale at attractive prices for pay-as-you-go offerings or to accompany Oranges special RSA prepaid package. All these reconditioned handsets are delivered with a charger, battery and hands-free kit, and carry a six-month guarantee. In 2010, Orange France extended this initiative by offering a range of second-hand smartphones in its online shop. In several countries, buyback options also give customers production coupons or a gift voucher in exchange for their old telephone. A solution that benefits both customers and the environment.
innovative concepts in developing countries Oranges first focus area for innovation in Africa and the Middle East is facilitating access to all essential telephone services (voice and SMS) by finding solutions to overcome the barriers of poverty, illiteracy and exclusion. Orange has launched a range of very lowpriced handsets together with services that allow reverse charge calls (Call Me Back, Pay For Me), or offers attractive prices depending on the level of traffic on the network (Bonus Zone). The Emergency Credit solution allows customers to have additional minutes if they have an imperative need to contact someone when their balance is exhausted. The Group is developing community solutions with highly attractive rates, such as the Community Phone concept, which has already helped to bring collective access to mobile telephony to more than 1,700 villages with over 500 inhabitants, in Mali, Niger, Cte dIvoire and The Central African Republic. This project received the AfricaCom 2010 Award for the best rural solution. In addition to access to communication at the lowest possible cost, these community phones encourage the development of micro-enterprises: a person with an aerial, a mobile phone and a solar battery charger can in effect become the operator for an entire village. A Community Internet solution developed by Orange is currently being tested in Uganda. Orange also offers an e-top-up system whereby a prepaid account can be topped up electronically from a mobile. A less expensive, more secure and more eco-friendly solution than scratchcards, already available in 16 African countries. For illiterate people, Orange has launched Voice SMS, which allows users to leave a short voice message for the price of an SMS.
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To increase access to Internet content, Orange has developed Magic Portal and Voice Portal, which allow users to access basic information from any mobile connected to a standard GSM network. In the same way, the Popmail solution enables users to receive and send e-mails from any type of mobile phone without being connected to the Internet.
requires the creation of specific incubation mechanisms (open technical platforms, young enterprise incubators, investment funds). Partnerships with specialist players help to create key skills and limit risks. Orange also builds up partnerships with local universities and specialist schools to encourage training and the identification and integration of local talent into the company:
For further information on offerings suited to emerging countries: consult the Africa and the Middle East, lands of innovation for Orange folder on orange.com.
in Dakar, Senegal, Orange supported the establishment of a business incubator for the new technologies sector. Its aim: to contribute to the development of the new information and communication technologies industry by supporting small and medium enterprises in promoting local content. This programme, supported by the World Bank, consists initially of supporting 30 companies for three years, in collaboration with the public authorities. Sonatel will
focus Orange for Development: a specific initiative contributing to the economic and social development of emerging countries The Orange Group is present in a large number of countries in Africa and the Middle East, and has great ambitions for growth in this zone. The Group is having a strong impact in this region (direct and indirect jobs, tax contributions, balance of payments) and as a result is contributing to local development based on the principle of corporate social responsibility (CSR) which is not the same as mere philanthropy. To make socioeconomic development a genuine driver of its growth strategy in Africa and the Middle East, France Telecom Orange embarked in 2011 on an initiative intended to clearly identify the issues and priorities for action by the Group in respect of its contribution to local development. The studies undertaken and the discussions held with all stakeholders showed that only a global, balanced approach would lead to the realisation of the Groups aim. This initiative, named Orange for Development, is based on a three-pronged approach: access extended to all through better network coverage and controlled-cost connectivity services, in phase with the low incomes of local populations; the introduction of high value-added services meeting the specific needs and requirements of local populations (health, education, agriculture, etc.) through jointly developed programmes and partnerships formed in the field; support for the local ICT market and the development of ecosystems, by establishing various initiatives (enterprise zones and finance for new businesses, open platforms for innovation, higher technical education, etc.). The Group has defined three basic principles that will enable it to succeed in this initiative: identifying and giving priority to projects taking account of local needs and requirements, through partnerships with local communities and with local members of other sectors; conducting experiments according to an open-ended method in such a way as to reproduce and deploy effective initiatives whilst at the same time refining and testing new economic models; setting up sustainable projects and initiatives based on the complementary nature of the partners involved, to create a collaboration that will be economically viable in the long term. This initiative is implemented through a dedicated committee coordinated by the Groups CSR function, with representatives of the various departments and countries concerned. Meeting every two months for an update on existing initiatives and country news, with a collaborative method of operating inspired by social networks, it enables the federation of existing initiatives by creating a cross-disciplinary dynamic.
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supply the servers and Internet connection, and will also contribute to a skills transfer; for the past two years, Orange has been supporting the Ideas for Enterprises competition in Moldova organised by the Academy of Economic Studies (ASEM) to enable students and graduates to transform their ideas into genuine businesses. Orange is a partner in the support structure for the projects selected. This support in terms of hosting, support, advice, training and equipment is all valuable in the initial stages of the life of a company. Orange hopes to support the most innovative projects through this partnership, with the aim of contributing to the development of entrepreneurship among the young people of Moldova who will be assets to the economy of tomorrow and will play a role in the countrys development; late in 2010, Orange Tunisia launched its Developers Programme to encourage the creation of 100% Tunisian mobile applications through partnerships with a number of engineering colleges throughout the country, and particularly in disadvantaged areas. The objective: to promote Tunisian know-how in the field and enable the emergence of a genuine ecosystem, the preliminary to a sustainable, profitable mobile content industry with strong potential for innovation and jobs for young Tunisians. By the end of 2011, the results already spoke for themselves: over 800 people introduced to the topic, 600 trained as part of a university course, and 30 applications produced. Orange Tunisia is planning to further boost and animate this network of nearly 2,000 young developers by introducing regular, more targeted activities, and connecting them with stakeholders, particularly business angels;
for the past ten years, Orange has been supporting the Banespyme project (www.banespyme-orange.org) in Spain, the aim of which is to encourage the creation of innovative enterprises based on new technologies through an annual competition. Since it began, this programme has helped to support the creation of over 70 technological enterprises that have received over 6 million euros in finance. More than 160 teams of entrepreneurs have received training, with particular attention being paid to drawing up and implementing business projects, and their growth; in June 2011, Orange launched the African Social Venture Prize to support entrepreneurs and start-ups using ICTs to meet the requirements of local populations. The call for projects, which ran from June to September 2011, attracted over 600 applications on a range of topics such as health, agriculture, education, financial services and commerce, reflecting the real entrepreneurial dynamic and potential for telecommunications on the African continent. The three winners of this first competition were announced at the AfricaCom Awards ceremony in Cape Town on 10 November 2011: a remote irrigation project in Niger, Agasha Business Network (a Ugandan start-up using the Internet to help small and medium African enterprises to develop) and Kachile, a Cte dIvoire start-up selling handicrafts online. In addition to receiving financial grants of up to 25,000 euros, these projects will be supported for six months by specialists from our local subsidiaries with strategic contributions by the capital risk company, Innovacom.
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deadline
achievements
continue to develop offering Provide solutions contributing to rural development through offerings in the fields of agriculture, health and education. Continuation of the deployment of Orange Money.
2011-2012
2011-2012
Launch of Flash Voice (Voice SMS) service in Niger in June. Launch of Voice Portal (vocally-commanded browser) in Senegal and Mali.
2012 roadmap
deadline
2012
Continue the deployment of Village Phone in at least two new countries. Launch the pilot Internet for all project (village Internet) in Uganda.
Develop mobile Internet offerings for the most disadvantaged, improve classification of requirements of low revenue customers and carry out experiments to meet their requirements under optimum conditions. Structure the Groups actions in respect of contributing to economic and social development by establishing a reference framework (Orange for Development) and the relevant governance. Promote local entrepreneurship through the use of incubators, and hold the African Social Venture Prize for the second consecutive year. Contribute to the financing of young businesses in Africa through contributions to investment funds. Establish external partnerships with the aim of better meeting country needs and requirements in respect of rural, healthcare and education development. Launch a project to develop and distribute services for rural people using a network of local agents.
2012
2012
Provide solutions contributing to rural development through offerings in the fields of agriculture, healthcare and/or education that take account of the magnitude of the social and economic benefits. Continue to roll out Orange Money in four new countries.
2012
2012
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launch of the voice assistant on Reunion Island and by Orange Carabes), a new integration accessibility process in the selection of offers is deployed by France and a Group-level validation of a selection of mobile handsets for older people and the disabled after tests in the Orange mobile accessibility expertise centre has been in place since 2011. Services are also proposed: voice and character zooming software installed free of charge for all blind or partially-sighted customers, adapted electronic bill... Orange Spain already has a catalogue of Autonomy offerings on its website, accesibilidad. orange.es. Polands is in the process of being finalised.
a tailored distribution network In France, Autonomy offerings are distributed through a specifically tailored distribution network: over 6,000 salespeople and 750 qualified advisers, all trained in the Autonomy offerings and in dealing with disabled people; 231 approved Autonomy shops and four dedicated Rainbow areas; a dedicated customer centre for disabled people available by phone (freefone number 0 800 11 22 33), e-mail (offres.autonomie@orange. com) or fax (0 800 24 69 96); a remote sales service accessible to the d e a f a n d h a rd - o f - h e a r i n g w i t h s p e e c h difficulties every Tuesday and Thursday since
focus simplified telephones for use by the elderly Following France and Slovakia, three of the Groups European subsidiaries launched mobile handsets in 2010 specially designed to meet the needs of the elderly. All these phones have simplified ergonomics with large buttons, magnified characters, a list of pre-recorded numbers, higher volume and an easily accessible SOS button enabling an emergency number to be recorded, to which a call or SMS can be sent by merely pressing the button. In May 2010, Orange Romania launched the ZTE S302, accessible from 1 euro per month as part of a senior package. A senior tariff reserved for pensioners, consisting of 500 minutes of free calls on the Orange network and all the fixed national networks, is also available from 6 euros per month. In September 2010, Orange was the first mobile telephone operator in Switzerland to launch the new Doro PhoneEasy 410gsm phone. In December 2010, Orange Spain launched a range of products Esencial de Orange, a new category of products that has been created to provide answers to the needs of the elderly. The Doro 610 and Alcatel OT282 handsets are currently part this category available online (http://movil.orange.es/catalogo-de-moviles/esencialdeorange/; http://tiendaonline. orange.es and in sales outlets. These handsets were chosen for their simplicity and exclusive and intuitive functions. In addition, they are fitted with an emergency button that alerts the old persons immediate environment or the emergency services, informing them that an emergency situation has occurred.
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November 2009: it enables customers to interact directly with a specially trained adviser, either in French sign language (videoconference via a webcam with the possibility of subtitles) or in text mode in real time; personalised support for the easy Internet option is available from Monday to Saturday (excluding public holidays, from 8 am to 8 pm on 0800 185 149. In the shop, on the website or in the catalogue, specific signage system using pictograms helps to identify the best solutions for each disability. In 2011, vision-impaired tactile paving it was installed to make access for the visually impaired easier in the main brand stores. Very large stores inaugurated since 2011 such as Lille, Reims and Marseilles have this improved accessibility. open to every idea To constantly improve its offerings and respond to the new requirements of disabled people, France Telecom Orange applies an active policy of meetings and partnerships with specialist professionals, institutions and organisations. Specifically, the Group participates in: the work of the Club accessibilit des grandes entreprises (large corporations accessibility club); international working groups on accessibility within the European Commission, the UIT and AFNOR; meetings relating to the transposition of the European Directive of 25 November 2011 in conjunction with the Comit interministeriel du handicap (inter-ministry disability committee), ARCEP and the Observatoire de laccessibilit (accessibility research institute); all the major exhibitions and conferences relating to disability and dependency such as the U-Enabling Mobile Summit organised by the Gi3CT, a Conference at Warsaw university; key major disability and dependency exhibitions (e.g.: Handicalyon, Autonomic (Rennes, Nice)), local events with disability players (associations, elected representatives, general assemblies of associations and the Group) providing user feedback on products and services and helping to stay in contact with innovation.
involving employees In France, nine regional accessibility representatives regional relays for the Groups Accessibility Department coordinate the local fabric, support approved Autonomy shops, feed back needs expressed by disabled customers, manage communications and lobby prescribers (organisations, regional authorities and business people from the sector). Presentations on accessibility are regularly delivered to Group teams. In 2011, a variety of campaigns promoting the sharing of best communication practices well run to encourage the use of common Group tools such as for example autonomy merchandising (vision-impaired tactile paving being deployed, signposting with five pictograms, over-labels...) particularly in Spain, Poland and Slovakia. Two e-learning modules have been developed to train sales forces (more than 6,000 sales staff trained) and marketing and Technocentre teams (new module deployed in 2011).
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focus Internet easy Orange France launched an easy Internet option to discover the Internet in a simple way in August 2011 for seniors that did not want to miss the digital revolution. With an intuitive interface on a USB key, the senior can use his or her computer easily to send e-mails, surf the Internet or manage photographs. Dedicated advisers are also available to answer any questions (a free call from a landline on 0 800 18 51 49). Specific communication campaigns (leaflet, film, rolling demo, participation in senior exhibitions and events) and training promote this option.
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deadline
achievements
2010-2012
Orange France: a range of Autonomy offerings (two catalogues per year landline, mobile, Internet; paper and electronic version, audio CD and voice accessible version for vision solutions with renewal and extension of the range of products (for example, the Doro 610 handset in the mobile range) and launch of the easy Internet option on PC, new version of the Voice Assistant, the Mlovibe application and two new Motamo/Motamo Max Price offerings for hearing deficient people. Deployment of a new accessibility test process in the selection of handsets, training (6,000 people trained and the development of new accessibility training tools (e-learning). Communication campaigns (conferences/ local or national exhibitions such as Autonomic Rennes, Nice, Handicalyon, information on sites, relationships with associations and creation of multiple supports) . Orange Reunion and Orange Caraibes: Voice Assistant launched. Orange Romania: ZTE mobile handset launched with a price plan for seniors. Orange Spain: a catalogue of accessible solutions launched. Orange Poland: various events such as the Accessibility Day, university conferences, standardisation workshop. Vast audit programme of site accessibility (50 audits carried out in a number of countries); in the eight countries (FR+EME): portal, e-care, online store; for each site, a sample page test concerning compliance with WCAG 1.0 rule specifications; training in the different countries with the support of the Group Accessibility and Ergonomy centre of expertise to develop Web accessibility skills on the Groups footprint. At the end of 2011, the Groups main websites met on average 70% of the requirements of the WAI AA label with no blocking points. Orange France: 231 branded stores, a dedicated orange.fr website and autonomy page, a freephone number accessible to the deaf, hearing impaired and those with speaking difficulties via the Internet in real time (T140; choice of written dialogue mode, video, sign language). Egypt (Mobinil): specific pricing for the deaf and the hearing impaired for commercialisation. Orange Spain: commercialisation in 18 stores in the own network of the first catalogue. These offers will be available on its site. In other countries, channels are being put in place in relation to the emergence of offers and are being adapted according to the social and regulatory context and strategic maintenance decisions to withdraw or develop the Groups presence in these countries.
2010-2012
Put in place suitable physical and remote distribution channels in these countries.
2010-2012
2012 roadmap
Continue, in the eight main European countries and at least in two developing countries, the deployment of a range of offers suited and dedicated to commercial communication tools: continue to select a range of handsets and expand the range (50 suitable products that changed twice a year and tests by the CDC for selection (France); offers for the elderly or disabled in Egypt; at least four senior or disabled-approved mobile handsets in the range for each country in Europe; paper catalogue offers (Spain), conferences/exhibitions (Poland), transfer of commercial and autonomy merchandising communication tools; continue the process of integrating accessibility into offers being developed for the Group and the development of new products that respond to the needs of senior users such as assistance solutions for multi-device users using interfaces adapted to seniors with a view to easy Internet personalised support and suitable applications as well as interfaces simplified for seniors. Launch a Web accessibility policy in these countries: continued improvement in website accessibility with one audit per year of the main websites in Europe with recommendations and support for local teams.
deadline
2012
2012
Put in place suitable physical and remote distribution channels in these countries: in France, develop a suitable distribution network (branded stores, freephone number and an autonomy page on the orange.fr website. Supplement the system by developing a 1014 customer relay for seniors particularly and support for the easy Internet; develop access to offers in European countries through channels coupled to offers related to these countries.
2012
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For example, Solution Rsidence Seniors is a comprehensive service offering for care homes housing dependent people. It helps to improve the comfort and peace of mind of both residents and care workers through a wide range of communicating equipment: bracelets with a location system that is triggered when a resident enters a non-authorised area; fall-prevention pendants with a push-button that enable residents in the home to call for help; security systems in rooms that enable residents to contact the care workers, who can then talk to the resident in question to find out the purpose of the call; a lone worker protection system enabling care workers equipped with a phone or pager to trigger a request for assistance at any time (call button on the handset or automatic alarm). supporting the remote monitoring of patients suffering from chronic illnesses Orange has developed innovative solutions to remotely monitor patients suffering from chronic illnesses (cardio-vascular disease, diabetes, kidney failure, etc.): for people suffering from heart rhythm problems and those with implanted heart defibrillators, a remote monitoring offering has been being developed since 2009 in partnership with Sorin Group, the leader in the treatment of cardio-vascular disease; for people suffering from diabetes, a strategic agreement has been signed in Spain with Sanofi (see insert); for people suffering from kidney failure, Orange has developed a remote monitoring system in partnership with Grenoble university hospital and the Calydial and Agduc community dialysis centres (Grenoble). Digital touchpads suitable for elderly people are installed in patients homes, enabling them to answer precise questionnaires on their state of health and to receive appropriate medical advice. Illness and its development are monitored from day to day. The aim is to prevent a deterioration in the patients state of health in order to reduce the number of compli-
cations and thereby delay their entry into dialysis. For further information: consult the e-Health brochure on www.orange.com/healthcare
focus a new home emergency service in Madagascar Orange Madagascar has joined forces with Assistance Plus, Madagascars leading provider of support services, to create Medical 315, a service dealing with medical emergencies in the home, and available 24/7. It is available to the population of Antananarivo and its surroundings, and will shortly be extended to the province. To use Medical 315, Orange customers just call 315, and customers of other operators, 032 32 32 315. Calls are handled as quickly as possible by Assistance Plus, which will send an emergency doctor and medical vehicle to the patients home in under thirty minutes. Medical 315 is the first medical assistance offering to incorporate payment by mobile via a subscription. To subscribe to the service, one needs to be an Orange Money customer. Subscribers to the service receive a preferential rate for the medical treatment. This is part of Orange Madagascars initiative to support economic development and healthcare in the country.
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contributing to the development and growth of remote medicine in emerging countries Emerging countries often still lack hospital infrastructures and care offerings. Orange Healthcare has launched offerings in a number of African countries using information and communication technologies to: promote the better functioning of healthcare centres; foster access to care by developing remote medical services; improve prevention and patient well-being.
In Senegal, Sonatel launched a remote medical consultation solution in the hospital in This, 92 km from Dakar, in November 2011. Healthpresence enables high-quality interaction between patients at the clinic at Tivaouane and their doctor in This. If necessary, this doctor can consult a specialist in Dakar. The solution provides doctors with a wide range of medical data on patients: blood pressure, pulse rate, blood sugar level, etc., and enables the remote prescription of medication. In Kenya, Orange and mPedigree (an NGO) launched a medication authentication service in October 2011 that is entirely free to users. In this country where as many as 50% of sales can be counterfeit , patients and medical personnel can verify the authenticity of their boxes of medication by sending an SMS containing a code hidden under a scratch sticker. The answer tells them if the medication is authentic or counterfeit, and provides them with a telephone number by which they can contact the laboratory to report any counterfeits. Through this service, Orange is supporting Kenyas public health policy in its aim of fighting organised crime. In Madagascar, Orange is collaborating with the Akbaraly Foundation on a remote oncology project supported by the Ministry for Public Health to increase prevention and improve the accessibility and quality of treatment of gynaecological cancers. Practically speaking, it enables slides of specimens to be analysed remotely, instead of having to send them by mail. This service is already operational on one site and will eventually be used in three screening centres connected with specialist institutes in Europe. It will improve patient care and treatment quality, and will also be used to train doctors in the most remote areas of the island. Orange also provides AMADIA (Madagascar diabetes association) with a high-definition videoconferencing service that enables Swiss and French specialists in diabetes to share their experience with Madagascan medical teams, a great help in improving the treatment of diabetes on the island. Soon four
In Cte dIvoire, Orange launched an interactive SMS service in 2011 (available also by voice) enabling residents of Abidjan, Bouak, Yamoussoukro and other Cte dIvoire towns to locate the nearest emergency chemist. They dial 712, follow the instructions and receive the required answer by SMS. The service also provides information on the list of health insurance companies accepted by the chemist.
In Mali, Mobile sant (mobile health) is an application for transmitting medical and health data launched in November 2011 within a partnership with Malis Agence nationale de tlsant et dinformatique mdicale (national agency for remote healthcare and medical information technology). Orange Mali provides the access for this service. By enabling the health of mothers and infants to be monitored, this project is contributing towards the achievement of the Millennium Goals.
2010 Orange Healthcare joins the mHealth Alliance. Signing of a partnership with AMADIA (Association malgache contre le diabte the Madagascan diabetes association) to facilitate the work of doctors through remote diagnosis. Orange Healthcare receives the Frost & Sullivan Product Differentiation Excellence Award. Launch of Mobile and Badge, a service to enable the tracking of work carried out in the homes of elderly people and providing invoicing and management services. Orange is the first telecommunications operator to be approved as a personal health data host by the Ministry of Health and Sport. Launch of the Region Without Film project, medical imagery shared in the Paris region. 2011 Signing of an agreement between Orange Spain and Sanofi to develop a remote monitoring solution for patients with diabetes. Launch of Healthpresence in Senegal. Launch in Madagascar with Assistance Plus of Medical 315, a home emergency medical service incorporating payment by mobile phone. Launch with mPedigree of a medication authentication system in Kenya . The Region Without Film shared medical imagery solution received the 2011 Digital Green Growth Award and the Grand Jury Award in the first Cloud Computing Awards.
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focus Orange receives an award for its shared medical imagery project The shared medical imagery solution developed by Orange is a highly secure pooled hosting platform for medical imagery and radiology information systems. It enables the virtualisation of physical X-rays (films) and slice imagery (scanner, MRI) whilst retaining access to the images, reports and history of the examinations carried out, and enables them to be exchanged securely between health professionals. This solution received the 2011 Digital Green Growth Award and the Grand Jury Award in the first Cloud Computing Awards. To date, Orange is the only telecommunications operator to meet the regulatory demands of the confidentiality decree, and to be approved to host personal health data by the French Ministry of Health and Sport. The healthcare cooperation group for the development of pooled health information systems in le-de-France region (GCS D-SISIF) has chosen shared medical imagery for its Region Without Film. Financed as part of the Hpital 2012 plan in le-de-France region, the aim of the service is to support 30 establishments by the end of 2012. Almost 3 million radiological examinations are performed every year in le-de-France region, a figure that is constantly on the rise.
focus Spain: new strategic partnership to monitor diabetic patients In 2011, Orange Spain and Sanofi signed a strategic agreement to establish a remote monitoring system for patients with diabetes. This innovative solution, named DiabeTIC, is a genuine advance not only in the quality of life of patients but also in facilitating the work of healthcare professionals through the use of bi-directional communication tools available both in the home (on a PC) and on the move. Patients and care workers can exchange medical data, communicate by instant messaging, access documentary resources, raise alerts or use callbacks, etc. all on a daily basis. Patients are monitored regularly and receive appropriate treatment, without having to go to the hospital each time. This solution is based on a platform developed three years ago by Orange Spain to improve the remote monitoring of patients suffering from chronic illnesses.
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In France, the Group launched a specific Rural digital schools offering in 2009 to support the governments programme to provide 5,000 rural schools with digital equipment. As well as technical equipment and software, the solution offered by Orange includes high added-value solutions: training suited to teachers requirements both e-learning and live, with a trainer in the classroom; close support provided by the Groups local support and maintenance units; easy-to-use digital tools; high performance, secure digital equipment suited to the existing network.
In Poland, the Education with Orange Poland Internet programme initially introduced in 2004 continues to help in equipping schools with digital resources. The programme provides Internet access at special rates to over 14,500 schools and 4.5 million pupils. Orange Poland has also provided Internet access to 3,200 municipal libraries. In Slovakia, Orange created an educational portal devoted to the school environment (www. oskole.sk) with the intention of supporting the development and growth of digital uses in teaching. Orange has also undertaken a number of operations in schools with the assistance of specialist psychologists (see p. 92).
focus digital tablets, a new resource in the service of education Tablets have a number of innovative uses in education. More fun and easier to use than a PC, they also help to lighten the weight a pupil has to carry. That is why Orange has launched a number of tests on the use of tablets in education: in 2011, in partnership with the regional centre for educational documentation of the Acadmie de Paris, Orange provided its Read and Go service the first French language digital multi-content reading service (newspapers, magazines and books) on digital tablets, in classes at the Gustave-Ferri and Franois-Villon secondary schools (10th and 14th arrondissements respectively). another project is under way in middle schools in partnership with county councils of dpartements 80, 78 and 95. Two middle schools per council are involved, and two classes per school (one in a densely populated area and one in a sparsely populated area); Orange is also taking part in an experiment on the use of tablets in primary schools in the city of Puy-en-Velay.
videoconferencing in schools The town council of Hoenheim, in Alsace, has provided a primary school with a broadband link for videoconferencing between the schools in the commune and twinned schools in Germany and Belgium. Videoconferencing means that the school in Hoenheim and those in Germany and Belgium can be constantly linked. These communications help to make pupils aware of life in Europe and the variety and differences in their lessons, and make it easier for them to forget difficulties of language, distance, borders.
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In Jordan, Orange launched an ambitious new strategy in 2010 to increase accessibility by the population to ICTs, with a specific section on supporting education. The Orange Broadband Fund aims to increase the penetration of the Internet in regions outside the capital and is looking to achieve three outcomes: raising awareness among the population as to the importance of the Internet for learning and productivity, improving access to the Internet, and helping it to become a training resource. Specifically, the fund will supply an Orange ADSL connection and the necessary infrastructure and equipment to 500 schools across the country.
focus Versailles live in the classroom! Since the summer of 2011, pupils in 170 classes at schools in Yvelines, Oise, NordPas-de-Calais and Marne dpartements have been testing a new interactive system enabling them to visit the gardens and palace of Versailles. By connecting to a collaborative online platform from their classroom, pupils and their teachers are able to follow (via an interactive digital image or video projector) a live visit to the palace led by a lecturer from the national museums. Webcams film the session, and the lecturer and class communicate with each other in a varied programme (the construction of the palace, the gardens, the Kings day etc.). The lecturer, who operates cameras installed in the main areas of the Versailles estate, can also enrich and supplement the presentation with video and/or music extracts. Initiated by Versailles with the support of the Ministry of Culture, this novel technological innovation is possible thanks to a video conferencing system developed by Anotherworld and installed by Orange. Undertaken in collaboration with partner education authorities, this experiment is an educational first for a cultural establishment. It opens up perspectives in a number of fields tourism, culture, medicine, etc. and also in the search for solutions to facilitate access to culture and heritage by people with reduced mobility and those far away from museums.
main stages of the Groups action to integrate ICTs into education and culture
2003 Launch of the Jordan Education Initiative. 2004 Launch in Poland of the Education with Orange Poland Internet programme to increase the use of ICTs in primary and secondary schools and colleges. 2007 Introduction of virtual visits to certain parts of the Palace of Versailles that are closed to the public, using a robot with a camera that can be remotely controlled by Internet spaces. Introduction of digital workspaces. Digital workspaces are online service platforms that facilitate communications between teachers, administrative staff, school heads, parents and pupils. Digital workspaces provide a single secure entry point to the various populations of communities and colleges, and parents and pupils. 2008 Inauguration of the virtual museum on the Warsaw Uprising. Introduction of webcams to enable virtual visits to the gardens of Versailles and the royal chapel. 2009 Launch in France of the Rural digital schools offering. Signing of a partnership with the Louvre-Lens. Launch of the VersaillesLab project to enable an interactive visit to the gardens of Versailles. 2010 Launch of the Orange Academy in Poland. Launch of the Wontanara programme in Guinea. Launch of the Louvre Community. 2011 Launch of experiments on the use of digital tablets in primary, middle and secondary schools.
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transparent operation
Conscious of the need to set an example and ensure that its decisions are fully transparent, the Foundation has set up expert committees for each of its focus areas. These committees meet two to four times a year to assess the projects submitted. The committees consist of individuals selected for their skills in the field concerned. A total of over 25 people work alongside the Foundations team. All projects selected for sponsorship are subject to an agreement, monitoring and an appraisal. Equivalent structures exist on the international front the operator either chooses to undertake local sponsorship actions or sets up a local foundation.
In Africa, the Middle East and Asia, the main areas of action are healthcare and education, more specifically providing schools and helping girls to remain at school. In Europe, the Foundation works to improve life for people suffering from autism and people with sensory disabilities. The Foundation also works to foster social inclusion through projects in healthcare, education and access to culture, particularly collective vocal music.
The Orange Foundation also participates in solidarity projects in emergency situations. In 2011 in Kenya, Telkom Kenya and the Orange Foundation collaborated for the second consecutive year in combating food insecurity. Over 350 tonnes of food were distributed. The Orange Foundation works in close collaboration with the Groups subsidiaries in each country and in partnership with non-governmental and other organisations to secure a successful outcome to projects. With the launch of a new Foundation in Armenia in April 2011, the Group now has a network of 13 foundations including France, Spain, Mali, Cte dIvoire, Cameroon, Slovakia, Poland, the Republic of Moldova, the Dominican Republic, Madagascar and Niger.
autism 25%
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The Foundation is also stepping up its recruitment of volunteers to provide personalised back-up support to families through the organisation Volontaires pour les personnes avec autisme (volunteers for people with autism). Established in 1992 as part of a sponsorship drive by France Telecom and the Foundation to support people with autism and their families, this organisation now has over 80 volunteers. For more information: see the Orange Foundation blog (www.blogfondation.orange.com) digital projects for sensory disabilities In 2011, in parallel with the calls for solidaritytype projects from employees that may relate to sensory disabilities, the Foundation chose to take action on two causes at national level:
audio-description in cinemas Having supported operas and theatres in putting on shows with audio-description for several years running, the Foundation decided to promote the development of audio-description at the cinema, which will impact a larger audience, the cinema being a favourite cultural venue for all. Do achieve this, the Foundation is supporting the activities of the Valentin Hay Association (AVH) to help develop audio-description in France. In 2011, the Foundation provided a sum of 75,000 euros to finance the audio-description of 15 films. Also, given the difficulties signalled by AVH in penetrating the world of cinema and obtaining the agreement of producers and directors, the Foundation linked up with Studio 37 so that films co-produced or co-financed by Studio 37 could be audio-described by AVH as far upstream of the mastering process as possible. developing the talking book in France For the visually-impaired, talking or audio-books provide valued access to written texts. At the moment, only 1.5% of written literature is published in an audio version and the Daisy, Braille or audio-book offering remains limited. Always anxious to encourage access to culture by the greatest number possible, the Orange Foundation is supporting the development of talking books through a number of actions. In 2011, for the third year running, the Foundation financed the awards ceremony of the Lire dans le noir (reading in the dark) Prize for talking books, and the production by AVH of Daisy audio versions of the six finalists books in the running for the Orange Book Prize. The Foundation also produced an online portal devoted to talking books and their distribution, which is fully accessible to visually-impaired people, with audio browsing and a user-friendly service. The site aims to be a true platform of information and news, gathering together organisations and publishers involved in extending the reach of French-language talking books.
healthcare programme in Africa In many countries in Africa, the Orange Foundation is involved in programmes to improve access to healthcare for local populations and improve mother and child healthcare. a few examples for the third consecutive year in Cte dIvoire, the Orange Cte dIvoire Telecom Foundation is supporting free ophthalmological screening days for over 8,000 people. In parallel, 28 maternity hospitals and health centres have been renovated and equipped in the past four years; in Mali, the Foundation is helping to eradicate obstetric fistula, and financed 50 surgical kits in 2010; in Senegal, thousands of impregnated mosquito nets have been distributed in the most vulnerable areas.
a few examples education for girls In Egypt, 320 women aged 15 to 45 received primary level education.
In India, 70 disadvantaged young girls aged between 15 and 22 (including 30 who suffer from autism) received professional training in arts and crafts at the Shankara Special School.
In Kenya, the Telkom Kenya subsidiary has embarked on a five-year programme to provide schooling for girls of nomadic Pokot populations. In Guinea-Conakry, the School, a friend to girls project is improving the quality of teaching in rural areas and increasing attendance rates in 50 schools.
access to digital technology In Moldova, the Orange Foundation finances IT rooms for disabled children.
In Slovakia, a call for Green for Seniors projects is helping elderly people to integrate into the digital society.
In the Dominican Republic, IT rooms have been installed in a large number of orphanages.
focus To celebrate its twenty years of support for the cause of autism in France, the Orange Foundation ran a large-scale advertising campaign with a TV and cinema film, a poster and media campaign and action outside the media such as a travelling exhibition at symposia and conferences: the access to culture and to the heritage holdings for people with reduced mobility and remote from museums.
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access to culture
A world accessible to all, also means access to culture by people who are excluded from it. The Foundation gives priority to the creation of sensory routes in museums and historic monuments, the production of works suited to a hearing- or visually-impaired audience and equipping theatres or opera houses with audio-description equipment. a few examples
In Africa (Mali, Niger, Cte dIvoire, Senegal), works have been produced in Braille or raised letters to make them accessible to the visuallyimpaired. The Orange Foundation partners a number of socio-educational projects such as the Festival de Clairvaux (writing workshops and musical creation with offenders), MusicO Senior (concerts for elderly people in retirement homes) and Concerts de Poche (concerts in difficult-to-access suburbs and rural areas). The Orange Foundation has joined forces with the Paris and Lille Operas to popularise operatic art by rebroadcasting it live in cinemas and outdoor venues. One of the aims of the Orange Foundation in Moldova is to facilitate access to culture for children. Together with the Moldovan National Opera and the Vatra Association, the Foundation has launched a strategic partnership to promote the companys cultural and artistic values. This programme is supported by the Ministry for Culture of the Republic of Moldova. In Spain, the Orange Foundation promotes access to culture for people with visual or hearing impairments using the sign-guide service and technical adaptations in 20 museums in Spain. The Accessible Museums programme also offers tactile visits to the Sephardic Museum in Toledo for visually-impaired people.
involved employees
Employees of the France Telecom-Orange Group are core to the companys sponsorship effort, undertaking voluntary work, sponsoring projects and joint activities for humanitarian causes, and carrying out skills mentoring. Orange digital solidarity These days, it is vital for both our social and business lives to know how to operate digital tools, in the same way as it is vital to be able to read, write, or drive. Launched in 2010, the Orange digital solidarity programme aims to reduce the digital divide by supporting people excluded from the digital world towards increased autonomy in the use of these communication tools and in understanding what they can contribute to everyday life. The programme consists of two sections: a call for projects to help the Foundations partner organisations in their digital projects, and introductory and beginners workshops for people who are excluded from those projects, tapping into the skills of a large number of Orange employees in this field. One year after its introduction, this programme has already enabled the holding of over 500 workshops at 30 sites in France thanks to the involvement of over 2,000 volunteer employees. The workshops primarily benefited two organisations: Force Femmes (almost 200 workshops) and the Secours populaire (144 workshops). Following the most recent call for projects, 66 have received financial and physical support.
sponsorship and calls for internal solidarity-type projects Since 2005, employees have been able to link their personal commitment with that of the company by proposing to the Foundation projects run by an organisation in which they are involved on a voluntary basis. As an extension to this sponsorship scheme, the Orange Foundation launched an exclusively internal call for solidarity-type projects in September 2010, enabling employees and pensioners of the Group in France to submit proposals for solidarity-type projects in the fields of social inclusion or access to culture. After the first call for projects launched in 2010, two others were launched in 2011, with great success: 519 employees submitted projects, and almost 200 projects have been supported. skills sponsorship A long-term skills sponsorship policy has been set up as part of the seniors plan proposed in France. Employees of the company are made available to organisations to which they contribute skills acquired during their career. By the end of 2011, over 80 French employees with a wide variety of profiles had carried out long missions (from one to three years) for organisations they had chosen. The Red Cross, the Valentin Hay Association, Secours Populaire (help the poor), Habitat et Humanisme (housing environment and humanism), and other more local organisations have all benefited from this scheme.
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employee involvement in skills sponsorship Volunteer employees of the Group step up to the mark to help in a wide range of circumstances, both in France and abroad. a few examples
In Armenia, for the 12 th consecutive year, Orange partnered the Fonds Armnien de France in its Phonethon campaign, which ran from 17 to 20 November. Funds raised by the Phonethon help to finance projects to improve agricultural production in the Tavush region and bring potable water to the villages of Karabagh. Orange provided the Fonds Armnien de France with 600 volunteers in four of its call centres (Cachan, Lyon, Marseilles and Toulouse) to contact over 50,000 families and businesses in France. These centres are equipped with the communications and IT resources necessary to support the phone campaign of the Fonds Armnien de France with the assistance of Orange technical experts.
focus In collaboration with the Orange Foundation and NGO Aide et Action, Orange Niger is running a vast sponsorship programme named Girls at school. This project helps to combat poverty by promoting education for girls. The results are encouraging: enrolment of girls in schools rose from 46 in 2007-2008 to nearly 450 following the establishment of the project.
In Cte dIvoire, employees sponsor rural schools and distribute school supplies.
In Egypt, volunteer employees give personal development courses to university students in their own time.
In Poland, volunteer employees are active in childrens hospitals, where they organise and run reading corners.
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a structured approach
An environmental roadmap updated annually formalises action plans to be carried out by each country to achieve the Groups environmental objectives. This roadmap ensures compliance with international standards and voluntary telecommunications sector initiatives. It also includes adherence to the commitments made by the Group in the context of: the UN Global Compact and Caring for Climate; and international groups such as the GeSI (Global e-Sustainability Initiative) and ETNO (the European Telecommunications Network Operators Association). The environmental policy is managed by a dedicated organisation: the Group Environment function, reporting to the Group CSR function, which coordinates and manages the action programme and provides technical and methodological expertise to countries in respect of important issues such as waste, EMS, energy and raising employee awareness with the green gestures scheme; a network of environment correspondents in the countries in which the Group is established; relays in the various functional and operating departments.
a Group reference framework To facilitate the deployment of the EMS and assess its performance, the Group has developed a reference framework and provides methodological support to the project managers responsible for its implementation in each country. This reference framework consists of: a phased implementation methodology specifically designed to manage this type of project; Group processes and tools for key areas such as risk and impact assessment or the management of regulatory compliance; guides and checklists that enable detailed auditing of the EMS or its key components. Two new countries (Mali and Moldova) committed to the ISO 14001 process in 2011. 16 Group entities, accounting for 93% of the Groups
focus increased vigilance in respect of chemical substances Compliance with environmental regulations is a fundamental requirement of France Telecom-Oranges waste management policy. The Group is particularly careful to comply with two European directives relating to the regulation and restriction of chemical substances. The RoHS (Restriction of Hazardous Substances) Directive All products brought to market in Europe must comply with the RoHS Directive. A plan of action has been defined to extend Group compliance with RoHS to 2016, including outside the European Union. The European REACH (Registration, Evaluation, Authorization and restriction of Chemicals) Regulation The Group is putting the relevant processes in place to provide information to its customers on the compliance of its products and services across Europe. A structured process was implemented in 2009 among the handset and network equipment suppliers concerned to enable the Group to inform its customers whether or not the products it markets contain one of the 15 substances defined as being of concern in a concentration of over 0.1%. In 2011, France Telecom-Orange coordinated joint action undertaken with the other operators within the French telecoms federation to notify the various professional federations of equipment suppliers of demands concerning the clear and accessible communication of information on the possible presence of substances of concern in equipment marketed by the Group.
(1) Including in non-European Union countries that are not concerned by these directives.
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turnover, have now begun to establish an EMS aligned with the ISO 14001 standard. Objectives are set every year to ensure that the subsidiaries progressively factor in more key requirements of the ISO 14001 standard (see roadmap).
25% of the Groups operation is ISO 14001-certified A key performance indicator, proportion of EMS with ISO 14001 certification, indicates the relative size of the certified scope compared with the Group total. This figure has doubled in four years and has now reached 25% of the overall Group figure.
2007
2008
2009
2010
performance KPI
In 2011, Orange Mali and Orange Moldova embarked on the process of establishing an EMS according to the ISO 14001 standard, substantially increasing the percentage of the Group with certification (+47% as against 2010). An increase that is all the more remarkable as the scope of the Group was extended with the acquisition of new subsidiaries (Iraq, Democratic Republic of Congo). The Group embarked on proactive action plans to continue to increase the proportion of its activities holding ISO 14001 certification, with an objective of 30% in 2012 and 60% in 2015 (see roadmap).
Besides the entities appearing in the picture, Romania and Senegal fixed objectives of ISO certification 14001 for their main activities (certification waited for 2012).
2008 Campaign to raise awareness among employees of green gestures in eight countries (France, Spain, Slovakia, Romania, Switzerland, Jordan, Egypt, Cte dIvoire) and in Orange Business Services. 2009 Questionnaire on the implementation of the REACH Directive distributed to all handset and network equipment suppliers concerned. 2010 ISO 14001 certification of Orange France (four key processes and four priority sites) and the Orange Business Services site at Cesson-Svign. 2011 ISO 14001 certification of Orange Mali and Orange Moldova. Increase in number of Orange France activities with certification (two new priority sites and one key process).
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deadline
achievements
2011
In 2011, the Group piloted an initiative by the French telecoms federation to request suppliers of equipment marketed by operators to provide clear and accessible information on the presence of any substances of concern in terms of the REACH Directive.
environmental management
Continued deployment of ISO 14000 EMS in the main countries and organisations of the Group (Orange France, Orange Business Services, Spain, Poland, Slovakia, Romania, Egypt, Belgium, Senegal, Cte dIvoire, Cameroon, Jordan, Mauritius, FT Marine)(1). Development of the EMS performance assessment: organisation of managerial reviews to assess performance (reviews of departments as per ISO 14001) in at least two/third of the organisations mentioned above. Organisational: in our 2011 commitments, this has been replaced by FT Marine. Continue the deployment of ISO 14001 certification on sites with significant environmental impact. Maintain existing certification in Spain, Poland, Slovakia and Egypt, and for FT Marine. Extend certification in France (Orange France and Orange Business Services). Obtain ISO 14001 certification for three other major Orange Business Services websites (one in France, two outside France). Obtain initial ISO 14001 certification in new countries: Romania (March 2012) and Senegal (February 2012). 2011-2012 2011
Extension of the ISO 14001 process to two new countries (Mali and Moldova) in 2011. The countries that have, or are working towards, ISO 14001 certification account for 93% of the Groups turnover. Realisation of environmental management reviews to assess the effectiveness of the EMS in 11 of the 16 organisations involved in the process (Orange France, FT Marine, Orange Business Services, Spain, Poland for its mobile activities, Slovakia, Egypt, Senegal, Mauritius, Moldova and Mali).
A rise from 17% to 25% in the main indicator Extent of operations with ISO 14001 certification. Renewal of ISO 14001 certification for Orange Business Services, Orange Spain, Centertel (mobile activities in Poland), Mobinil (Egypt), Orange Slovakia and FT Marine. Orange France: certification of two new sites and one new core business process (production of environmental equipment), bringing the number of sites with certification to six, and the number of key processes to five. Orange Mali: obtaining of ISO 14001 certification for its head office, its technical sites and all its shops. ISO 14001 certification for Orange Moldova for all its activities.
(1) The United Kingdom left our organisation at the end of 2009.
2012 roadmap continued deployment of ISO 14000 EMS in the main countries and organisations of the Group
Present new countries involved in the EMS process for ISO 14001 certification and extend the scope of the countries that are already certified. Initiate an ISO 14001 process for the new building that will accommodate the Groups head office in 2012.
deadline
2012-2013
continue the deployment of ISO 14001 certification on sites with significant environmental impact
Drive action plans in the period 2012-2015 to increase the rate of ISO 14001 certification to meet the following milestones: end 2012: 30%; end 2013: 40%; end 2014: 50%; end 2015: 60%. In 2012, undertake the following actions: continue to extend certification of Orange France sites to cover new processes and major sites; present Orange Business Services main Paris site and its Egyptian site in Cairo for ISO 14001 certification; roll out Orange Spains ISO 14001 certification to fixed line activities to achieve total certification by the end of 2012; present Orange Senegals technical function for certification in spring 2012; present the Orange Romanias technical function for certification in autumn 2012.
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optimised ventilation: 3,000 more sites Optimising air-conditioning is the most effective lever for reducing energy consumption by networks. Optimised ventilation also helps to reduce the energy consumption of the air-conditioning system by up to 80% compared with a classic system whilst at the same time eliminating refrigerants, which are harmful to the environment. In 2007, this technology was awarded the Trophy for clean and economic technologies by ADEME and the magazine Industrie et Technologies. By the end of 2011, it had been rolled out across 14,500 technical sites in 18 countries. more efficient data centres Data centres (computer centres housing IT servers) account for 20% of the total energy consumption of the Groups networks and information system. The Green data centres project in progress since 2007 helps to reduce the energy consumption of data centres by four types of action: improving the technical environment (choice of more efficient air-conditioning and electricity supplies, optimisation of air circulation); replacing the oldest servers with servers that have up to four times the processing capacity, which will enable us to reduce their number; rationalising information systems by limiting the number of applications in use to a minimum and measuring the power consumed for each of them by each user; consolidating and virtualising servers, carried out as part of the Ecocenter programme, that enables several applications to be concentrated on one physical server. By 2011, over 16,000 virtualised servers were deployed in the Group. This means that since 2007 nearly 65 GWh of electricity had been saved, thereby avoiding almost 4,800 tonnes of CO2 emissions.
The replacement of network equipment is also a source of substantial savings: in 2011, about 10,000 items of mobile network equipment were replaced by new generation, lower energy consumption equipment, saving a grand total of 22 GWh of energy(1).
focus 2011: a year rich in achievements for Orange Dominicana The Groups subsidiary in the Dominican Republic has been particularly active this year with regard to the plan to combat climate change: 95 solar sites installed, producing 611 MWh of electricity, i.e. one millionof litres of fuel saved and 2,726tonnes of CO2 avoided; a new head office, Orange Torre, following best environmental practice: 96 solar panels installed on the roof (an estimated saving of 100 kWh/day and 50 tonnes of CO2 avoided per year), LED lighting, latest generation air conditioning, etc. In 2012, another phase of the project will see 140 sun screen panels installed on the facade of the building; the experiment with a hybrid wind/ solar system to power a radio site, a real technical challenge. This experiment is the fruit of a number of trials carried out upstream at Oranges Labs in Lannion and in the France Telecom network.
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focus a new Bilan Carbone (carbon inventory) in Spain France Telecom-Orange was the first telecoms operator to undertake an assessment of the direct and indirect greenhouse gas emissions of its activities on an international scale, over the entire lifecycle of its products and services, using the Bilan Carbone methodology developed by ADEME. Following on from France and Belgium in 2010, a new Bilan Carbone was carried out in 2011 at Orange Spain with the assistance of Carbone 4, a specialist consulting firm. In addition to direct emissions (from energy for its buildings, fuel for its vehicles, electricity for the network), which have been reported annually for several years now, this method helps to identify other related sources of greenhouse gas emissions both upstream and downstream of the Groups direct footprint. The first results of the carbon inventory carried out in Spain confirms the facts observed in France: a large proportion of the Groups CO2 emissions are connected with equipment bought from suppliers. The operation of networks is the second largest source of emissions. In addition to efforts made to reduce its direct carbon footprint, France Telecom-Orange therefore embarked on discussions with its main equipment suppliers to improve the environmental performance of their products, and incorporated these demands in its purchase contracts. The Group also favours sharing its infrastructures with other operators, a solution that helps to significantly reduce the overall carbon footprint.
focus Orange Business Services participates in the United Kingdoms energy efficiency programme In the United Kingdom, the CRC Energy Efficiency Scheme is an obligatory regime imposed on large public and private organisations that consume over 6,000 MWh of electricity per year. Its aim is to encourage action to improve energy efficiency and reduce greenhouse gas emissions to help achieve national objectives (80% reduction in greenhouse gas emissions by 2050 as against 1990). The organisations concerned must provide a report on their greenhouse gas emissions and, from 2012, will be required to buy emission permits from the government. Orange Business Services United Kingdom has already successfully met the obligations of the first registration phase by installing electricity meters to measure electricity consumption in its buildings. An annual report on gas emissions was instituted in July 2011. This initiative will soon be extended to other countries in which Orange Business Services operates in order to better identify energy consumption, analyse it in detail and take the necessary measures to achieve the objective of reducing the Groups energy footprint by 15% by 2020 (as against 2006).
over 2,000 solar stations installed For over thirty years, France Telecom-Orange has been involved in research into the use of renewable energies in its business. The first photovoltaic facility was set up in New Caledonia in 1975. Today, the Group is focusing particularly on powering base stations (antenna repeaters) with solar energy in Africa and southern European countries. By the end of 2011, more than 2,000 solar stations had been installed (including 1,416 on mobile radio stations already in service) in 14 African and Middle Eastern countries, together with the Dominican Republic, Vanuatu, France and Armenia. These solar sites represent an annual production of 13 GWh of solar energy, which enables the Group to avoid emissions of 67,000 tonnes(2) of CO2 per year. Indeed, the quantity of unconsumed fuel per site is estimated at 13,000 litres every year. In the Dominican Republic, an experiment is also under way in powering a radio site using a hybrid wind/solar generator. improved monitoring of energy consumption In order to manage its energy action plans effectively, the Group has defined 12 key energy performance indicators that are checked quarterly throughout the Group. Beginning in 2009, smart electricity meters have been progressively installed at the large technical sites in France, Spain and Poland to improve the reliability of energy consumption
measurements. By the end of 2011, 91 technical sites had been equipped with these meters. A dedicated project called Electra was launched at the end of 2011 to roll this system out more widely and progressively equip every country in three to five years. moving towards a standard methodology for calculating the energy footprint of telecommunications For two years now, Orange has led the work of Study Group 5 of the ITU (International Telecommunications Union), the main group studying the environment and climate change. In September 2011, this group published 12 recommendations including one establishing a standardised methodology for assessing the direct and indirect environmental impact of information and communication technologies. Another important recommendation standardises the requirements with which an organisation must comply when it assesses its energy consumption and greenhouse gas emissions. This recommendation will enable organisations in the ICT sector to assess their energy consumption and greenhouse gas emissions according to a common methodology based on the ISO 14064-1 standard and the Greenhouse Gas Protocol(3). It will also enable organisations outside the ICT sector to assess the impact of their ICT-related activities on a precise and reliable basis. A decisive step to encourage businesses to go green by modelling the environmental savings achieved through the use of new technologies.
(1) The CO2 emission factor used is based on the electricity CO2 emission. (2) The CO2 emission factor used is based on the fuel CO2 emission. (3) The GreenHouse Gas Protocol initiative, currently called the GHG Protocol, is an internationally recognised method used for carbon accounting. Initiated in 1998 by the World Resource Institute (WRI) and the World Business Council for Sustainable Development (WBCSD), it was developed in partnership with businesses, NGOs and governments. It provides a set of resources, tools and data for calculating carbon footprints.
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focus SAVE: a full-scale test of the use of electric vehicles Orange is taking part in an electric vehicle test carried out in the Yvelines dpartement since April 2011 as part of the SAVE (Seine Aval Vhicules lectriques) project. It is supported by the ADEME (French environment and energy saving agency) with a budget of 6 million euros and is a real full-scale test across an area that covers Les Mureaux and Mantes-la-Jolie. With in the long-term about 100 electric vehicles and 150 charging points, SAVE is the largest test in France of entirely electric mobility. Carried out with the help of Renault and Nissan (that provided 100 vehicles) and also Schneider Electric, EDF and Total, it aims to test the electric vehicles ecosystem on a large scale. An unexpected test as it is the first time that a charging infrastructure has been deployed on the public highway, in service stations and in private and public car parks. Some 200 charging points are planned across the SAVE area. Orange is one of the voluntary partner companies to test the capacities of the electric car provided on a daily basis and for several months.
Lastly, two sites (Caen Venoix and Paris-Olivier de Serre) obtained HQE Rnovation certification, a new assessment protocol for tertiary sector building renovation projects; in Egypt, the Cairo site was awarded LEED Gold certification (the highest level of environmental performance in the LEED assessment system); in Poland, the future head office of the Orange Poland in Warsaw (construction of which began in 2011) was designed in accordance with the BREEAM standard.
GlobeCast introduces an inter-company car-pooling service In 2011, GlobeCast, a Group subsidiary specialising in content management and broadcasting solutions, introduced a home-work car-pooling service at its Issy-les-Moulineaux site. Employees are able to access a site free of charge through their intranet and view an interactive map (using a geolocation system) that displays people making similar journeys. This service covers the employees of six companies located in the business park. Employees of Orange (Les Oliviers site) and R&D working in the area can also take advantage of the scheme. Two months after the service was launched, almost 170 employees from all six companies were registered. A good way to familiarise themselves with new, greener and more cooperative travelling habits!
Since 2009, maintenance contracts for tertiary sector buildings in France of over 2,000 m with more than 200 people have incorporated energy performance objectives in conjunction with a bonus/malus system to provide an incentive for service providers to save energy. Energy savings reflected in the energy bill are shared, with one third being allocated to the service provider, one third to the Group and one third being reinvested in the performance of the building. meters in buildings To encourage energy savings in its tertiary sector buildings, the Property Division began in 2010 to equip its largest buildings in France with intelligent meters enabling close monitoring of consumption per type of use (heating, electricity, air conditioning, etc.). By the end of 2011, five pilot sites were operational in France and 41 were in the course of being finalised.
This tool is linked to performance contracts with incentives for suppliers in respect of energy savings, a dynamic process of improvement. The Group expects to sign nine such performance contracts with its heating, ventilation and air conditioning suppliers in 2012. In Spain, 100% of office buildings were equipped with meters in 2011. Best practice identified on the sites equipped with meters will serve as a basis for improvement actions across the Groups buildings. buildings of high environmental quality For its new buildings, the Group is focusing on high environmental quality-type programmes. In 2011, new certifications were awarded within the Group, the culmination of its projects to improve the environmental performance of its properties: in France, four sites obtained HQE Construction certification (the Orange Stadium in SaintDenis, Orange Village in Arcueil, Lumine & Sens in Bordeaux, Orange Campus in Montrouge). The Arcueil, Paris-Olivier de Serre and Saint-Denis sites also obtained HQE Exploitation certification, which recognises excellent environmental performance in the operation of buildings. The Apollo site in Montpellier obtained BREEAM certification.
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In 2012, 100 Renault Twizy electric vehicles were added to the Groups own vehicle fleet to increase car-sharing. The first Twizys will be used by employees for urban inter-site travel, beginning with the le-de-France region. raising awareness among employees Since 2008, the Groups travel policy has encouraged employees: to choose the least polluting modes of transport; to use videoconferencing or teleconferencing as much as possible to reduce their travel. A number of entities have introduced schemes to limit the use of individual cars. Since 2008 for example, employees at the Orange Village site in Arcueil have been able to use OTOmobile (optimised transport occupation), a dedicated resource to enable occasional or regular car-pooling. Since 2010, a car-pooling service has also been offered to customers through the Orange mobile portal. Company travel plans have been deployed in 15 cities in France and at the Equant head office in Geneva. In Belgium, Mobistar has introduced a very comprehensive system with a car-pooling site, cycle parks, showers and cloakrooms for employees who ride to work, and there is a voluntary CO2 offset scheme for travel that cannot be reduced. In India, Equant has introduced a collective taxi scheme for its employees as part of its new company travel plan. The Group is also developing eco-driving training courses to raise awareness among employees of the benefits of smooth driving, which contributes to road safety and reduces fuel consumption and CO2 emissions. In 2011, 6,000 employees received eco-driving training in France and Poland. At Orange Poland, an eco-driving competition was held for all employees; the prizes will be awarded in 2012. France Telecom-Orange uses its expertise in remote working to limit travelling by its employees. By the end of 2011, 40 telepresence rooms and almost 200 videoconferencing rooms were available to employees in a majority of countries to enable them to take part in meetings without having to travel. The Group has almost reached its objectives in terms of equipment and its efforts are now concentrated on raising staff awareness in order to encourage more widespread use of these tools Carbon calculators enable them to assess the CO2 emissions of various modes of transport and the savings achieved through remote working solutions.
Orange Spain receives the Best awarenessraising campaign award in the European Energy Trophy+ competition. Introduction of eco-driving courses. 2009 Launch of the first Bilan Carbone (carbon inventory) in France. Installation of energy meters on the large technical sites in France, Spain and Poland. Launch of the Energy Action Plan (EAP) for networks equipment and information systems in Marocco, Moldova and in Uganda, which brings to 24 the number of countries having implemented this plan. 2010 Bilans Carbone carried out in France and Belgium. Orange receives a 2010 Global Telecoms Business Award in the Green power innovation category for its programme of solar base stations. 2011 Bilan Carbone (carbon inventory) launched in Spain. Creation of the EER (Energy & CO2 Emission Reduction) Programme function and launch of the green ITN 2020 programme. Extension of the energy action plan to tertiary sector buildings in five pilot countries (France, Poland, Spain, Egypt and Belgium).
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The action plans deployed are beginning to bear fruit, not least of all with energy savings totalling 222 GWh in 2011 in the networks, resulting in stable gross energy consumption and a reorientation of the energy consumption returned to the number of customer.
energy consumption
by type of energy fuel 6.2% gas 15% renewable energies 2.3% vehicle fuel 4.3%
CO2 emissions
1.42 million tons of CO2, distribution by type fuel 14.9% gas 3% vehicles 9.3% electricity 68.5% greenhouse effect gas 1% business travel by plane 3.7% business travel by train 0.1%
electricity 72.2%
CO2 emissions
1.42 million tons of CO2, distribution by country rest of the world 40% France 25%
8.64
8.04
7.71
10
7.43 6.60
6 5 4 3 2 1 0
80,000 60,000 40,000 20,000 0 2006 2007 2008 2009 2010 2011
total emissions of the Group (in tons) emissions for 1,000 customers (in tons)
CO2 emission trends reflect the progress made in terms of energy savings, with a stabilisation of gross emissions and a light reduction of emissions returned to the number of customer.
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2011 review roll-out the deployment of the energy action plan in all 25 countries
Improve methodologies for measuring and monitoring trends. Develop consumption simulation and modelling tools to suit different scenarios (traffic, customer base, replacement of equipment, energy price, proportion of renewable energy in the AMEA zone). Launch new initiatives to reduce unit consumption.
deadline
achievements
2011
Deployment in late 2011 of the EAP for network equipment and information systems in 24 countries, which account for over 95% of the energy consumed by technology within the Group (introduction of Moldova, Uganda and Morocco). Implementation of the following actions: installation of ventilation on our technical sites, replacing or supplementing air conditioning: nearly 3,000 sites equipped, representing a total of over 14,500 sites ventilated in 18 Group countries; 425 mobile sites shared with another operator in 2011 to reduce energy consumption; replacement of about 10,000 items of mobile network equipment with more energy-efficient equipment; continued widening of climate range in 158 new technical rooms in France; by the end of 2011, over 2,000 solar stations were in service (including 1,416 on mobile radio stations) in 14 African and Middle Eastern countries, together with the Dominican Republic, Vanuatu, France and Armenia. In 2011, extension of the EAP initiative to office buildings (about 29% of the Groups energy consumption) in five pilot countries (France, Poland, Spain, Egypt and Belgium) that account for 84% of the Groups energy consumption. France: increase from four sites equipped at the end of 2010 to 41 sites equipped by the end of 2011. Launch of a call for tenders for wide-scale deployment over three to five years.
Apply the results of the building consumption measurement tool to all buildings in France.
2011-2012
continue to undertake Bilans Carbone (carbon inventories) of activities within the Group to reduce its carbon footprint and optimise its strategic choices
Deploy the programme in at least two new countries. Increase internal expertise in Bilans Carbone by creating and using a training course. 2011 Spain: Bilan Carbone undertaken in 2011. Preparatory work in Poland for an inventory in 2012. Inclusion of a carbon inventory module in the Bilan Carbone training course for the Groups network architects.
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2012 roadmap
Lead in-depth targeted work with France, Poland, Spain, Slovakia, Cre dIvoire and Egypt which account for 86% of the Groups energy consumption to select and prioritise methods of reducing energy consumption. Progressively introduce systems for measuring the energy consumption of networks and ISs. Continue to innovate in the fields of renewable energy, effectiveness of technical buildings, etc. Model energy paths for 2012-2015.
deadline
2012-2015
Continue the installation of energy measurement tools in buildings in France. Consolidate the policy of reducing consumption within the main European countries. Finalise the Bilan Carbone in Spain. Undertake a carbon inventory relevant to the climate in Poland. Draw lessons from the Bilan Carbone in France and Spain. Use them as the basis for action plans and introduce this issue into the strategic thinking of the Group. Continue training courses for network architects and introduce an eco-design course.
2012
2012
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preserving biodiversity
the Groups approach As most businesses, France Telecom-Orange is highly dependent on services provided by the ecosystems. Beyond its commitment as an eco-citizen, the Group is conscious that preserving biodiversity is an essential condition for the long-term sustainability of its business. This is why France Telecom-Orange has engaged an approach aiming to: assess the impact of its activities on the ecosystem by identifying business processes with the greatest impact and the geographic areas involved; identify levers that enable these impacts to be reduced; implement deliberate action in favour of biodiversity.
a limited impact
Compared to industrial businesses, its activities mean that the France Telecom-Orange Group has a limited impact on biodiversity. However, in compliance with its environmental policy, the Group has engaged several initiatives aimed at reducing internal impacts and developing initiatives to protect biodiversity in partnership with NGOs such as the Bird Protection League (BPL) or the WWF. In 2011, the Group initiated an approach aimed at better understanding its impact on biodiversity by identifying more precisely the business processes with a potentially significant impact and biomes (number of ecosystems characteristic of a bio-geographic area) impacted in a country where the Group operates. The main sources of impact on the fauna and flora are wired aerials and networks. A specific study was carried out on rare resources contained in the composition of electronic equipment distributed by Orange. A resources map will be issued in 2012 to assess the Groups dependency in this regard.
determined initiatives
In recent years, Orange has started several determined campaigns in favour of preserving biodiversity. Here are some examples. the protection of cave birds In France, Orange has been part of regional agreements for several years with the Bird Protection League to place stoppers on its metal telephone poles and protect cave species. In 2011, 198,000 stoppers were positioned in France and 11 agreements with the Bird Protection League were signed in the following regions: Alsace, Lorraine, Aquitaine, Auvergne, Bourgogne, FrancheComt, Bretagne, Centre/Val de Loire (Loiret Dpartement), Champagne-Ardenne, Midi-Pyrnes, Nord-Pas-de-Calais, Normandie and Pays de Loire. reprocessing wooden poles treated with creosote In 2010, France Telecom entered into a voluntary undertaking with the Ministry responsible for Ecology in France relating to the reuse and elimination of wooden poles and crosspieces treated with creosote or copper-chrome-arsenic
(CCA) salts. These chemical substances, traditionally used to extend the usage period of wood, are highly toxic to the environment and humans, and poles that have reached the end of their useful life therefore need to be processed through the appropriate channels. In terms of this agreement, the Group undertakes to maintain its policy of sending all its treated wood to thermal processing channels providing every guarantee for health and the environment. preserving forests To preserve forest resources, which are real cradles of biodiversity, France Telecom-Orange has for a number of years been taking action to reduce its own consumption of paper and enable its customers to reduce theirs. Electronic billing is the best example of this. In 2011, this paper-free solution helped to save over 1,750 tonnes of paper. In France, the partnership with the WWF (see insert) enables the Group to pay back 1 euro for each paper-free bill. The sums collected in this way are used to replant trees in the Bordeaux region. For internal consumption, the Group also encourages the use of recycled or PEFC- or FSC-certified paper (both labels are a guarantee of sustainable forest management). In Belgium, Mobinil is partnering Total in a carbon-neutral programme to offset emissions from vehicle fleets through reforestation in depopulated areas. Consideration is currently being given to launching more ambitious offset programmes. The Group also envisages becoming involved in action to pump water in Africa with the aim of promoting the establishment of plantations and preventing desertification via the solar plant programme and establishing water pumps in villages in partnership with United Nations programmes.
focus A renewed partnership with the WWF Since March 2008, Orange France and the WWF France have been committed to a large-scale partnership based on practical action such as assessing the environmental performance of products marketed by Orange, the eco-design of its shops and products, the recycling of equipment, education about green gestures undertaken among consumers and employees, and the responsible use of paper (consuming less and better). The renewal of this partnership in 2011 will help to intensify and extend the cooperation initiated in 2005 to increase the use of e-billing. Orange also sponsors the WWF France, particularly by supporting action taken in the context of the organisations mission to preserve biodiversity overseas. Orange has become a major partner in WWF France programmes connected with the eco-regions of New Caledonia and Guyana.
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burying networks Electricity and telephone lines are dangerous to birds with large wingspans. In order to protect them, France Telecom-Orange has for several years been carrying out programmes to bury fixed telephone lines, particularly in France and Poland. Partnerships have been set up to improve efficiency. In France, the French association of mayors (AMF) and the national federation of state licensing authorities (FNCCR) have established a system to coordinate work to bury electricity and electronic communications networks. In 2011, the sum of 1.4 million euros was allocated to burying 387 km of fixed line network cables in France.
focus let it bee: a sanctuary for bees The major role of bees in preserving biodiversity is indisputable. For a number of years though, bee colonies have been decreasing dramatically throughout the world. There are a number of factors contributing to their high mortality rate: pesticides used in intensive agriculture, pollution of ecosystems, scarcity of plant species, appearance of invasive species such as the Asian hornet and global warming are all threats to the survival of bees, and the impact of which on biodiversity could be dramatic. To combat the decline in bee colonies, Orange has decided to launch a project in France called let it bee, which consists of introducing beehives on sites belonging to the Group. The concept came into being through the enthusiasm of employees keen to help preserve bees, who met through a dedicated community on Plazza, the Groups internal social network. In June 2011, an agreement was signed with the national beekeepers association, which is helping to install and manage the hives. A call for applications was launched among employees and 20 projects are now under way across the country. A small gesture for biodiversity, that is also helping to create social interaction and friendly links within the Group.
focus protecting whales against the risk of collision Collisions with seagoing vessels are one of the main causes of unnatural mortality in large cetaceans. In line with its commitment to protect the environment and biodiversity, France Telecom Marine decided to install the operational version of the REPCET system in its cable ship, the Raymond Croze. REPCET (a system that enables cetaceans to be located in real time) is a collaborative IT tool developed by the organisation Souffleurs dcume (working to protect cetaceans in the Mediterranean) for use in commercial shipping, which enables the known positions of whales on navigation routes to be shared in real time through satellite communications. Other activities to protect whales are undertaken by Orange as part of its support for the Biome fund, a non-profitmaking foundation established in June 2010 within the WWF France with the aim of financing projects to preserve and develop natural heritage in all Frances overseas territories.
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2011 review paper consumption overall objective: to preserve forests and reduce the quantity of waste connected with the use of paper in the office
Increase the use of recycled or FSC-certified (or equivalent) paper. Have 100% of sales documentation on recycled or FSC- or PEFC-certified paper in the Groups main countries. Reduce internal paper consumption by raising awareness among staff in respect of saving paper and by configuring printers to print on both sides of the paper.
deadline
achievements
2011
2012 roadmap paper consumption overall objective: to preserve forests and reduce the quantity of waste connected with the use of paper in the office
Increase the use of recycled and certified paper with the aim of Orange Frances achieving 100% of sales documentation printed on recycled or certified paper. Increase the use of FSC-certified or recycled paper in the office (internal). For Orange Spain: use 100% of certified or recycled paper by 2015 for both internal consumption and customer or sales documentation. Reduce the Groups overall paper consumption through various measures, raising awareness internally, e-billing, etc.
deadline
2012-2013
rare resources
2012
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In 2011, the Group continued its efforts to increase the traceability of waste electric and electronic equipment (WEEE) in the various processing channels. The Groups CSR Department commissioned new audits of the WEEE channels (including network equipment, IT hardware and customers equipment) in three European countries: Spain, Poland and Slovakia. These missions of assessment, sharing best practice, carried out by teams of the Group Procurement and Purchasing function, showed a good level of compliance with the demands of the WEEE Directive. They helped to reveal areas where progress can be made, particularly in terms of formalising regulatory demands in contracts with equipment suppliers, and of communication between the various internal departments involved.
In Europe, in accordance with the demands of the European WEEE Directive on waste electric and electronic equipment, schemes to take mobile phones and other electronic equipment back from customers have been in place for a number of years. The equipment collected is then passed on to eco-organisations or specialist partners who recondition the equipment to return it to working condition or recycle the components through the approved channels. Besides its obligations under the WEEE Directive, France Telecom is committed to a proactive policy to increase the rate of collection of mobile phones: regular campaigns to raise customer awareness, buy-back schemes for used mobile phones in seven of the Groups European entities, and sales of second-hand phones (since 2009 in France, and under consideration in other European countries). Thanks to these efforts, the Groups European subsidiaries collected over one million mobile phones in 2011, an increase of 100% in one year. Orange is testing an innovative eco-system mobile phone collection system.This intelligent collector called Mobo interacts with the user (donor) by displaying its face on animations such as a smile, a wink... and remotely on a dedicated website. In addition to its basic functions, geolocation and real-time transmission of the fill factor, Mobo offers a playful and gratifying dimension particularly with the possibility for the user to animate the Mobo of his or her choice
remotely, send these animations to friends and to track what becomes of the donation (traceability). In emerging countries, the Group is helping to set up structured processing channels for electronic equipment at the end of its life. Orange participates actively in international initiatives to manage electronic waste in Africa, particularly those undertaken by the United Nations Industrial Development Organisation (UNIDO), the United Nations Environment Programme (UNEP), the GeSI and the STEP (Solving the e-Waste Problem) initiative in order to foster local collection and processing solutions that are appropriate to the requirements of the subsidiaries. Orange has also joined forces with Emmas International to open workshops to collect and reprocess waste from mobiles in Africa. Following the opening of an initial workshop in Burkina Faso in 2010, two other workshops were created in 2011 in Benin and Madagascar, and a fourth will open in Niger in 2012. The waste collected is returned to France by boat. Received at the Ateliers du Bocage, a partner in the social solidarity employment sector connected with the Emmas movement, the waste is then classified and sent to recycling plants in Europe. By the end of 2011, over 31 tonnes of waste (the equivalent of 210,000 mobiles) had already been collected and 18 jobs had been created in Burkina Faso, Benin and Madagascar.
general industrial waste 20.8% waste electrical and electronic equipment (WEEE) 5.2% WEEE collected from customers 7.1%
cables 20.5%
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Switzerland Romania
Belgium Spain
Poland France
OBS
focus Orange Islands: less waste, more recovery In 2010, Orange Islands in Cesson-Svign was the first Orange Business Services site to obtain ISO 14001 certification for its environment management system. The renewal of the certification in December 2011 confirmed OBSs continuing desire to improve its eco-responsibility with regard to its customers and employees. As part of this ongoing progress initiative, optimum waste management was introduced to reduce the quantity of waste produced and improve sorting with the aim of achieving a maximum recycling rate. To do this, a waste sorting area was built on the site. Paper, cardboard and packaging, and waste electrical and electronic equipment (WEEE) are therefore sorted separately for recycling. A total of 59% of the waste produced by the site was recycled in 2011 (56% of which was common waste and 71%, hazardous). In addition, efforts to reduce waste at source helped to decrease the quantity of waste produced by 8% between 2010 and 2011.
Orange Poland brings the reconditioning of electronic equipment in-house (in 2011, 284 tons have been treated) In 2007, Orange Poland (the Polish subsidiary of the France Telecom-Orange Group) introduced a scheme for taking back and reconditioning electronic equipment from itscustomers (decoders, modems, Liveboxes, etc.), enabling them to put equipment inworking order back into circulation and thereby increase its length of life. In 2010, toimprove quality control across the process, Orange Poland launched a project to recondition equipment in-house this had previously been outsourced to a specialist company. The in-house reconditioning centre, located in the Orange Polands main depot in Oltarzew, has been operational since 2011. Besides improving quality control ofthe reconditioning, allowing 100% of components to be recycled, bringing the process in-house helps to reduce transport because everything is processed on site. Over 700,000broadband devices (particularly Livebox 2.0s) have been reconditioned in-house inthis way since March 2011. With a processing capacity of 600 units per day, the centre offers significant prospects for progress, and Orange Poland is planning to make its expertise available to external companies.
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2011 review waste management development of new processing channels in African countries
Deployment of new WEEE collection and processing initiatives in the AMEA zone in partnership with local commercial and industrial enterprises and specialist international organizations (UNIDO, UNEP STEP). , Target countries: Cte dIvoire, Senegal, Egypt. Increased participation in working groups from these organisations dealing with waste processing in emerging countries.
deadline
achievements
2011
Active participation in the working group coordinated by the GeSI (Global e-Sustainability Initiative) and the United Nations Environment Programme (UNEP) to develop collaborative local solutions for the processing of electronic waste in emerging countries. Launch of a number of initiatives in various Orange countries in Africa: launch by Orange Tunisia of its environmental initiative; launch by Mobinil (Egypt) of an initiative for collecting mobiles among employees. Continuation of the partnership between Orange and Emmas International to establish workshops in various African countries to process electronic waste (mobiles, PCs): project under consideration in Cte dIvoire in cooperation with the local subsidiary.
WEEE Directive
Strengthen initiatives to collect and process commercial WEEE (routers, PABX, LAN equipment) from our business customers in France, by incorporating approval from one or more eco-organisations focusing on commercial WEEE. Promote the reuse of the equipment collected whenever possible. Step up joint multi-operator actions in respect of audits for common suppliers outside Europe to ensure an equivalent level of environmental performance. Assess WEEE processing channels (household, business, internal and networks) in our European subsidiaries (particularly Slovakia, Romania, Spain and Poland) in order to ensure a high level of transparency and traceability. 2011
In response to new regulatory requirements on the processing of business WEEE in France, the Group launched a process to study optimising the collection, reuse and elimination of equipment sold, rented or provided by Orange. Two experts carried out assignments in 2011 in Slovakia and Spain 2011 on electronic and other hazardous waste in order to: increase the Groups expertise in waste management; ensure a high level of compliance by subsidiaries with regulatory requirements; deploy innovative solutions for collection and processing.
tertiary waste
Extend the programme to improve tertiary waste management initiated by OBS in Egypt in 2010 to other emerging countries by signing contracts with partners. 2011
Support to subsidiaries in emerging countries in establishing their waste management process (Cte dIvoire, Mali, etc.).
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2012 roadmap waste management development of new processing channels in African countries
Play a pioneering role in developing subsidiaries and solutions enabling African countries to collect and recycle their waste efficiently and effectively. Contribute to the various reflections launched on this topic (e-waste academy, etc.). Mobilise Orange subsidiaries in these countries and support local initiatives with all the players concerned, particularly in Egypt, Tunisia and Cte dIvoire.
deadline
2012-2015
WEEE Directive
Launch new initiatives for business WEEE and institute improved channels to collect, process and reuse this equipment, satisfy changes in regulations and improve our response to customers demands. Continue Group initiatives to enable European subsidiaries to increase the collection of WEEE and other waste, and optimise the processing of this waste whilst taking into account the latest changes in the WEEE Directive.
2012
collection and recycling of mobile phones give a new dimension to the mobile recycling policy to continue to increase the rate of collection by over 50% per year
Deploy Mobo (the smart collector) and its ecosystem in pilot phase in France and other European countries. Launch second-hand mobile offerings in a number of European countries. Extend the collection of mobiles to the business market as part of the replacement of fleets of handsets. Launch civic collection actions in European countries. Study the feasibility of large-scale collection and recycling schemes in Africa.
2012
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In 2011, the France Telecom Group worked in particular on the eco-design of the next generation Livebox, which is due for launch in 2012. The Group is also pursuing its experimental project in eco-designing services: several pilot schemes were launched in 2011, including one for a Cloud Computing offering. The Group has also contributed to work by the GSMA and ITU to design a joint solution for a universal mobile phone charger, which would avoid the need to change charger every time you change phones, and could free the way for terminals and chargers to be sold separately. A standard for this solution was officially adopted by the European Commission in 2011, and will lead to a reduction across the entire sector of up 51,000 tonnes of electronic waste, made up of stockpiles of different chargers, as well as improving service to the customer. In 2011, Orange implemented the micro-USB interface across the board, meaning this charger can be used with the majority of smartphones distributed. Orange is testing an innovative ecosystem mobile phone collection system As mentionned previously, this smart collector called Mobo interacts with the user (donor) by displaying its face on animations such as a smile, a wink... and remotely on a dedicated website. In addition to its basic functions, geolocation and real-time transmission of the fill factor, Mobo offers a playful and gratifying dimension particularly with the possibility for the user to animate the Mobo of his or her choice remotely, send these animations to friends and to track what becomes of the donation (traceability). Mobo is the result of a joint creation process with consumers (design, functional specification) and the collaboration of French SMEs (IT solutions, production).
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Overall score: the 3 indicators are combined to produce an overall score labelled: eco-rating. The higher the eco-rating, the better the terminal is for the environment. Almost all suppliers of Oranges mobile and fixed terminals have now signed up to this initiative. By the end of 2011 environmental labelling had been deployed in France, Spain and Romania, as well as across the Business market. Roll-out will continue in 2012 in the other European countries. This pioneering project earned Orange selection to lead the national environmental labelling experiment launched by the French state in 2011, following its Grenelle de lEnvironnement roundtable. Orange is also working with other GSMA operators and the European Union to create an international standard for eco-labelling terminals. carbon calculators for business Orange Business Services is developing very accurate calculation tools to evaluate potential greenhouse gas emission savings derived from remote working solutions, helping businesses include carbon impacts into their investment decisions more easily. Orange Business Services carries out LCA with assistance from specialist external consultancies to measure the true impact of solutions. They have already delivered very detailed results for the Business Everywhere, Telepresence videoconferencing, Computing package (Forfait informatique), Flexible Computing and Business VPN solutions. In 2011, a study was launched into the Flexible Computing Express Cloud service, the results of which will be communicated externally once the critical review required to comply with the standard has been carried out. In 2011, following analysis, a new carbon calculator enabling customers to evaluate CO2 emission savings deriving from the Cloud computing infrastructure as a service solution went live on the Orange Business Services website. This makes it the third calculator provided, alongside the ones for the Telepresence and Business Everywhere solutions. long-term awareness for customers The majority of the countries regularly organise awareness campaigns to encourage their customers to adopt environmentally responsible behaviours: opting for electronic billing, not leaving equipment on standby, returning used equipment for recycling or simply keeping it longer; these are all simple actions that can help protect the environment. In France, Orange set up a dedicated information site to encourage its customers to adopt six green reflexes: www.agir-reflexesverts.orange. fr The Orange environmental channel http://actu. orange.fr/environnement/ also broadcasts all the latest environmental news, with practical tips for action in everyday life.
In several European countries, specific mechanisms have been implemented to encourage customers to return their old mobile phones (see p. 134-135).
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deadline
achievements
2011-2012
Eco-design for new Liveboxes (out in 2012) at the Technocentre. Finalising the new eco-design action plan, gradually integrating eco-design for services. Continuing with training (seven sessions in 2011 in France and the UK).
General application of the micro-USB interface for the majority of smartphones acquired by Orange.
2011-2012
environmental labelling
Roll-out eco-labelling in more European countries: Poland, Slovakia, Switzerland, Belgium, Armenia. Promote eco-labelling with international bodies. 2011-2012
Roll out in France, Spain and Romania, as well as in the business market. Orange selected to lead the national eco-labelling experiment launched by the French state.
promoting eco-behaviours
Pursue roll-out programmes for e-billing in Europe, with a 2012 target of 80% penetration for the Internet, 50% for mobile telephony and 30% for fixed telephony. Promote longer technical and commercial life and usage of mobile terminals. 2011-2012 Electronic billing: see figures p. 141. Launch of SIM-only offerings in France (Sosh). Ongoing sale of discounted mobile terminals in France. Ongoing sale of mobile phones to wholesalers with a view to remarketing reusable returned terminals.
deadline
2012
2012
environmental labelling
Continue with the international roll-out of eco-labelling for mobile terminals and contributions to setting an international standard (GSMA, European Union).
2012
promote eco-behaviours
Pursue roll-out programmes for e-billing in Europe, with a 2012 target of 80% penetration for the internet, 50% for mobile telephony and 30% for fixed telephony. Promote longer technical and commercial life and usage of mobile terminals.
2012
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digitising exchanges
France Telecom-Orange offers its customers a number of solutions for digitising their exchanges: e-billing, HubEDI, WebEDI and Contact Everyone, Public Video Points (Points Visio Public), etc. There are multiple environmental and economic benefits: ink and paper savings; energy savings; waste reduction; preservation of forests, which play an important carbon sink role; lower greenhouse gas emissions from reductions in travel. 1,770 tonnes of paper were saved in 2011 through e-billing to mass-market customers (fixed and mobile). In medicine, the shared medical imaging solution is innovative in its connected approach to medicine and the reductions in environmental impact achieved by digitising results from X-rays, scans, MRIs, etc., while ensuring they can be shared and exchanged. Chemical consumption associated with developing films and scans is
reduced and less travel is involved in transporting results. Results are archived in storage facilities that have achieved Ecocenter certification. This solution won Orange the Eco-committed digital company prize at the 2011 Digital Green Growth Awards (Prix de la croissance verte numrique). The prize rewards creativity, invention and digital technology working towards sustainable development.
optimising IT infrastructures
To optimise energy efficiency in IT infrastructures, the Group has developed true expertise in the field of virtualisation.
Server virtualisation consists of having a single server run all applications that traditionally would each run on their own server. These solutions can lead to a significant reduction in server numbers and optimum usage levels of existing hardware. For some customers, the solutions installed have led to reductions of over 80% in server numbers, over 90% in energy consumption and over 50% in total cost of ownership.
focus Orange is investing in sustainable mobility In November 2011 Orange linked up with SNCF, PSA Peugeot Citron and Total to found Ecomobilit Ventures, Europes first investment company dedicated to sustainable mobility. Ecomobilit Ventures will have a capital of 30 million euros to invest in young, innovative companies. Through this project Orange and its partners plan to contribute to the emergence of a new mobility ecosystem that breaks the traditional sector barriers.
Workstation virtualisation consists of creating a user environment (desktop) on a server rather than on each workstation. This means that no data or application is stored at the workstation. They are handled remotely and at no time leave the secure environment of the data centre. Once again, there are significant environmental benefits. A workstation running virtually: lasts longer than an ordinary PC (five years instead of three); uses around 10 times less electricity when in use; is far more easily shared by several users; has fewer electronic components and so is easier to recycle. As well as its standard offers, the Group makes its expertise available to customers through Orange Consulting, providing support for sustainable development initiatives. In 2011, Orange Business Services linked up with JouleX to offer the first global energy audit service for IT infrastructures in France, to help businesses achieve energy savings and reductions in CO2 emissions.
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There is a double benefit: increased productivity, reduced CO2 emissions. In 2011, Orange Business Services launched their Fleet Performance fleet management (Fleet Performance gestion de parc) offering which tracks time in use and kilometres travelled without feeding back geolocation data. It can help companies make significant reductions in vehicle fleet operation costs. DEF for instance, a fire safety specialist, reduced its fuel costs by 50,000 euros and CO2 emissions by 62 tonnes by equipping over 140 vehicles. In 2012, an eco-driving offer will be launched to help companies encourage environmentally responsible driving and CO2 reduction for their vehicle fleets. developing remote monitoring services Orange has developed innovative remote monitoring solutions based on M2M(1) connectivity, which can carry out a number of remote tasks: remote meter readings (gas, water, etc.); remote stock management (ATMs, vending machines, printing systems, etc.); supply chain automation; remote checks and maintenance for industrial machinery; remote management of public infrastructure (lighting). All these solutions contribute to optimising risk and energy management as well as reducing logistical and maintenance costs (movement of technicians) while limiting CO2 emissions and simply making life easier. For example, as part of its Smart Cities strategic programme for smart urban sustainability, Orange Business Services linked up with Veolia Eau in 2011 to create m2o city, an operator specialising in remote reading of smart water meters and environmental data collection. m2o city offers local authorities and organisations a service that uses an ultra-low energy radio network to collect information from both water meters and environmental sensors (to monitor sound or pollution levels, for instance). making public transport more attractive Orange Business Services offers services to help improve the passenger experience on public transport: information on timetables, traffic conditions and combined transport, as well as Wi-Fi connections for Internet access and online games and videos, etc. With our solutions transport operators can:
improve timetable adherence with vehicle geolocation facilitating real-time reaction to incidents and traffic; improve transport network security with video and audio alerts in real time from cameras and recorders installed on board and at the roadside; manage maintenance costs thanks to remote detection and resolution of technical problems in real time.
focus Orange selected for the third time in the Verdantix Leaders Quadrant Orange Business Services confirms its sustainable development leadership in the telecommunications market according to the 2011 report published by Verdantix, a firm of independent analysts specialised in questions of climate change, sustainable development and energy. For the third consecutive year, Orange features in the leading position in the Green Quadrant Sustainable Telecoms Europe ranking, confirming its strong commitment to sustainable development both in terms of the solutions proposed to its customers and its corporate social responsibility for the Group as a whole.
(1) Machine to Machine (M2M) technology enables machines, technical equipment and other objects to exchange data with other machines, people or information systems, remotely and in real time.
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appendices
144 about this report 146 note on methodology 148 external opinion 150 social data 152 environmental data 155 global presence 156 for more information
143
appendices
144
page
57-58 and 62 to 64
57, 58
145
appendices
note on methodology
background
The method of calculating CO2 emissions related to the consumption of electricity in France was altered in 2011 to incorporate the Ademe emission factor. Historical data has also been recalculated in order to calculate Group emissions. Local purchase indicators were reprocessed in 2011 to include new purchase categories and consolidated purchase volumes. were redefined in 2011, as was the scope of the report. The scope does not include all Group entities due to the organisation of the report. At Group level, the health and safety report covers 83% of active employees. In France, health and safety indicators only cover FTSA (88% of active employees). In Poland, they only cover TPSA (62% of active employees). The report on accidents in the workplace with stoppages includes accidents recognised as accidents in the workplace and those awaiting recognition. As for the fatal accidents reported, these are only accidents recognised by the competent local authorities. CO2 emission factor for short-haul air transport in the GHG Protocol (180g CO2/km per passenger ) has been used for all flights (short-, medium- and long-haul). The CO2 emission factor for train transport is taken from the Bilan Carbone method when available for the corresponding country. In the other countries, a standard factor of 100g CO2/ km per passenger is used. Besides Carlson Wagon Lits, local travel agencies that have provided a report are also included, as are journeys made by families of expatriate employees. CO2 emissions All the emissions factors are taken from the GHG Protocol, with the results (2008) of its most recent update (2011), with the exception of the electricity emissions factor in France, which is taken from Ademe. The emissions factor for Orange Business Services International entities throughout the world corresponds with the world factor of the GHG Protocol 2005. The coefficients used for the other kinds of fuel (gas, fuel oil, coal, petrol, diesel and LPG) are also taken from the GHG (2007). Ademes coefficient for France has been applied within the framework of the Grenelle 2 Act, article 75 (methodology consultable on: http:// www.developpement-durable.gouv.fr/IMG/ pdf/110912_Art-75_Methodologie_generale_ vfinale.pdf). The carbon base gives the average emissions factor for France: 78g CO2/kWh (average over three years, 2008-2010) (emissions factor uncertainty 10%). Prior to 2008, the IEAs emissions factor for the period 2006-2008 was: 86g CO2/kWh (emissions factor uncertainty 10%). These figures have been used to update the historic CO2 emissions for France, and therefore the Group. electronic waste (e-waste) collected from customers WEEE collected from private customers consists of WEEE (mobile, landline and multimedia terminals) returned to sales outlets, by mail or collected by service providers on behalf of Orange. This indicator includes the mobile phones of Group employees. It includes batteries and accumulators that are part of equipment when it is returned by a customer, and other types of batteries and accumulators collected separately at various collection points. In France, WEEE from business customers (OBS France) is not included in this indicator but rather in the internal WEEE indicator (network).
social data
The social reporting in this document is based on HR-Info, an information system that differs from that used for the annual report and reference document (Magnitude) because only HR-Info allows distinctions to be made by gender and grade (upper management, management and non-management). HR-Info was not able to collect the detailed data for 4 girls Companies of the Group (Cityvox, Saint Pierre et Miquelon, and two small Belgian companies) where from the difference of 59 persons (56 permanent contract, and 3 fixed-term contracts), that is 0.03 % of the employees of the Group. male-female management split (permanent contracts at end of period) The rule for calculating the management personnel indicator is based on the active workforce on permanent contracts. The management personnel indicator corresponds to upper management. Entities outside France use a correspondence table to determine which employees to include as management personnel. percentage of women in the Leaders network The Leaders network is a management network that consisted of 1,143 members of management at the end of 2011. These members of management hold positions with very high responsibility issues within the France Telecom Group. number of leavers The number of resignations, number of redundancies/dismissals and number of leavers per gender only include departures of active employees on permanent contracts. Departures of inactive employees (those on long-term sick leave, leave for business creation, early retirement, etc.) are not included in the report. Health and safety indicators The definitions of health and safety indicators
environmental data
The environment report for this document is based on an information system named Indicia. Only countries consolidated in the Annual report were included in the RSE report. Equatorial Guinea and Mauritius were therefore excluded from the environment report. No new countries were added to the report in 2011. energy The energy consumption of data centres and networks shared with other operators are accounted for either partly or totally. The consumption of mixed equipment (network and mobile) in France is allocated in its entirety to the indicator covering the consumption of networks outside the mobile activity. The energy consumption of premises, particularly shops, for which the France Telecom Group does not pay an invoice directly, is not reported. The consumption of energy from urban heating plants is not accounted for due to the difficulty of estimating the related CO2 emissions. Polish consumption is calculated from a statistical sample of invoices received during the financial year. In the same way, the consumptions of electricity of Orange Spain and France networks are based on a part of estimation. Fuel consumption (all buildings, all usage) groups together the consumption (excluding vehicles) of domestic heating oil, diesel and petrol together with the consumption of heavy fuel oil and diesel by vessels of the FT Marine subsidiary. transport The data relating to train and air travel derives mostly from Carlson Wagon Lits, which is responsible for more than 80% of the distance covered by employees. Distances covered during train and air journeys are estimated using the great circle route method (the shortest distance between two points on the Earths surface). The
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waste produced and processed In France, only waste handled by a service provider having signed a framework contract with the France Telecom Group is listed in the report as office waste and non-customer network WEEE, with the exception of cables and other hazardous waste (including bilge water and sludges) from FT Marine and a limited quantity of waste from FTR&D and FT Marine. Different dedicated service providers are used, depending on the type of waste concerned (copper cables, paper, network equipment, batteries, wooden poles, etc.). Particular attention is paid to wooden poles, in order to prevent their reuse and to ensure they are properly eliminated. For all sites on lease, household and similar waste is not reported, as they are managed by the landlord. In the rest of the world, the quantities of waste reported include only waste disposed of through identified channels. Given the lack of identified channels for some types of waste in a number of countries, more particularly in the AMEA zone, the quantities of waste reported may well be non-exhaustive. environmental management system The Number of ISO14001-certified sites or activities indicator reflects electricity consumption covered by ISO14001 certification as a proportion of total electricity consumption. For FTSA, this indicator is calculated by taking the number of employees covered by the certification as a proportion of the total number of employees. CET (Customer Experience Tracker) The indicator published corresponds to the average score given by Orange customers for the following question : [] Would you recommend Orange mobile/broadband Internet to your friends and family? Those questioned awarded a score on a scale of 0 to 10. The scores were averaged out and multiplied by 10 to give a score out of 100. local purchases For each country, the percentage of local purchases corresponds to the relationship between the total CAPEX and OPEX directed to local suppliers and the total CAPEX and OPEX .The phrase total CAPEX and OPEX directed to local suppliers means the partial or total sum of a certain number of CAPEX and OPEX categories considered to be local purchases. These percentages are common to all countries. The categories selected are as follows:
CAPEX: civil engineering works; set-up fees and access to the local loop; land, buildings and improvements: network); land, buildings and improvements: stores; other land, building and improvements: non network). OPEX: network: outsourcing site maintenance (Network: subcontr. on site maintenance interventions); network: energy; property: shop rent; property : other property rent; public occupancy charges; property: operating and maintenance; vehicles: Operating and maintenance; advertising: media buying; marketing/communication, direct marketing; distribution points of sale marketing; sponsoring; patronage; press relations; travel and living; temporary staff; postage and courier; training; operators: landline; operators; property: rents, network sites; selling fees.
The 2010 and 2011 data was updated on 15 March 2012 in order to take into account: new categories of purchases added in 2011 (in red) and more local purchases (100% for training, 80% for the others); amounts for consolidated purchases: extractions made in mid-December or at the end of December do not include complete year values but do include budget values that do not reflect reality; the new extraction (on 16 February 2012) includes reliable non-reviewable data for 2010 and 2011. Orange Business Services International OBS International reporting is based in 133 sites in 11 countries where OBS operates. These countries represent 72.6% of staff and 60% of building areas (m2) occupied. The countries are Australia, Brazil, Switzerland, Egypt, Germany, India, Mauritius, Russia, Singapore, United States and United Kingdom.
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external opinion
report of one of the statutory auditors on the corporate responsibility reporting process
year ended 31 December 2011
(This is a free translation into English of the original report issued in the French language and is provided solely for the convenience of English speaking readers)
For the attention of France Telecom Executive Management. At your request and in our capacity as one of the statutory auditors of France Telecom, we have conducted procedures on the following items: (1) the description given by France Telecom on page 59 of the 2011 Group Corporate Responsibility Report (the Report) on the compliance with AA1000 APS (2008) principles of inclusivity, materiality and responsiveness in the reports preparation process (the Principles); (2) the description made by the Group on pages 66, 74, 81, 87, 90, 94, 97, 102, 106, 110, 123, 129, 133, 136, 140 of the report on the state of progress of the objectives set in the reports roadmaps and of the validity of their presentation (Main achievements); (3) a selection of corporate responsibility key performance indicators selected by France Telecom that are identified by the symbol or among the information published on pages 65, 83, 135, 150, 151 and 154 of the Report (the selected key performance indicators); (4) France Telecoms self-assessment of the report based on GRI G3 guidelines (the GRI self-assessment), available for download on the Web page: http://www.orange.com/fr_ FR/responsabilite/notre_approche/documentation/ These items were prepared under the responsibility of Group management in accordance with the following reporting criteria: (1) for the principles, AA1000 APS (2008); (2) for the Main achievements, the corporate responsibility policies and guidelines prepared by the France Telecom Group and described in the 2011 roadmaps; (3) for the selected key performance indicators, all the procedures relating to the reporting of environmental, social, and societal indicators, available for consultation at the quality and corporate social responsibility department, that are summarized on pages 146-147 of the report; (4) for the GRI Self-Assessment, the GRI G3 sustainable development reporting guidelines. It is our responsibility to express a conclusion on these items based on the work we performed. Our work covers only these items and not the entire report.
We compared the material issues described by France Telecom in its report with those presented by the main telecommunications sector companies in their corporate responsibility reports and those arising from our review of the sectors press in 2011. (2) work on the main achievements We assessed France Telecoms description of the state of progress of the objectives set in the reports roadmaps and of the validity of the presentation of the main achievements by conducting interviews and collecting substantive evidence from the relevant entities. (3) work on the selected performance indicators
a reasonable assurance that the description of the principles (1) (defined above), the description of the main achievements (2), and the selected indicators (3) identified by the symbol are true and fair in all material respects.
a moderate assurance that the selected indicators (3) identified by the symbol and the GRI self-assessment does not contain any material misstatements (4). A higher level of assurance would have required more extensive work.
(1) work on the description of the principles We met the people responsible for corporate responsibility at the France Telecom headquarters (Executive committee, corporate social responsibility department and Human resources department), OBS (Equant) and a sample of entities and divisions in the following countries: Armenia (Orange Armenia), Belgium (Mobistar), Cte dIvoire (OCI and CIT), Egypt (ECMS), Spain (France Telecom Espaa), Jordan (Orange Jordan), Mali (Orange Mali), Poland (TP SA and PTK Centertel) and Romania (Orange Romania) representing 92% of France Telecoms revenue, in order to assess the implementation of the reports preparation process as defined by France Telecom and the identification of significant events in 2011. We conducted tests at corporate level and for the above-mentioned entities on the implementation of the procedure relating to: identification of the stakeholders and their expectations; identification of material corporate responsibility issues; implementation of corporate responsibility policies and guidelines.
Moderate assurance For the indicators identified by the symbol , we assessed each reporting criteria used to elaborate the selected indicators with regard to their relevance, reliability, neutrality, understandability and completeness. We met the people responsible for the application of the reporting criteria at the France Telecom headquarters (Executive committee, corporate social responsibility department and Human resources department), OBS (Equant in the United States and in Russia) and a sample of entities and divisions in the following countries: Armenia (Orange Armenia), Belgium (Mobistar), Cte dIvoire (OCI and CIT), Egypt (ECMS), Spain (France Telecom Espaa), France (FTSA, Orange France SA), Jordan (Orange Jordan), Mali (Orange Mali), Poland (TP SA and PTK Centertel) and Romania (Orange Romania) representing 93% of France Telecoms headcount and 89% of the energy consumed (excluding transport), 87% of the CO2 emissions and 95% of the internal waste produced and treated published by the Group. We performed validation tests on the selected indicators at corporate level and for the sample of entities and divisions defined above.
Reasonable assurance For the indicators identified by the symbol , the level of measurement accuracy and the conduct of more extensive procedures than those described previously, particularly concerning the number of samples, enabled us to express a reasonable assurance.
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(4) work on the GRI self-assessment Based on the GRI cross-reference table shown in the reports appendix and on the corporate responsibility and sustainable developments Internet site, we satisfied ourselves that for each indicator contributing to the A+ application level, a disclosure was provided in the report or in another document referred to in the table and published by the Group. In order to assist us in conducting our work, we referred to the specific competencies of our firms multidisciplinary team of social and environmental responsibility experts, managed by ric Dugelay.
Without calling into question the conclusions of our work mentioned above, may we draw your attention on the fact that, considering the absence of identified fields in many countries, notably in the AMEA zone, the quantities of waste reported in the indicators internal waste produced and treated hold a risk of nonexhaustiveness. (4) GRI self-assessment Based on the work we performed, we did not identify any material anomalies likely to call into question France Telecoms self-assessment of the report based on the GRI G3 guidelines that contributed to the A+ application level. Neuilly-sur-Seine, 16 May 2012.
conclusion
Reasonable assurance (1) description of the principles In our opinion, France Telecoms description on page 59 of the Report on compliance with AA1000 APS (2008) principles of inclusivity, materiality and responsiveness in the reports preparation process is true and fair in all material respects. (2) main achievements In our opinion, the description of the state of progress of the objectives set in the reports guidelines and of the validity of the presentation of the main achievements on pages 66, 74, 81, 87, 90, 94, 97, 102, 106, 110, 123, 129, 133, 136, 140 of the report is true and fair in all material respects. (3) selected key performance indicators In our opinion, the data identified by the symbol were prepared, in all material respects, in accordance with the above-mentioned reporting criteria. Moderate assurance (3) selected key performance indicators Based on the work we performed, we did not identify any material anomalies likely to call into question the fact that the data identified by the symbol were prepared, in all material respects, in accordance with the above-mentioned reporting criteria. One of the statutory auditors, Deloitte & Associs Frdric Moulin.
(1) http://www.accountability21.net/aa1000series (2) http://www.globalreporting.org/GRIReports/ApplicationLevels/. The report can be given an A GRI application level if the company (i) has reported information for all the indicators required by this standard, (ii) has explained for each indicator category the managerial approach adopted and (iii) has provided information on all of the key indicators required by the standard. It can be given an A+ application level if the existence of this information has given rise to an external verification. (3) http://www.accountability.org/standards/index.html
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social data
indicators
GRI
France
Europe
France
in the Group (end of the year)
Poland
Spain
Belgium
Armenia
Number of male employees Number of female employees Total number of employees Percentage of women among the employees Total number of employees CDI (permanent contracts) Total number of employees CDD (temporary contracts) Total number of employees (full time) Total number of employees of the previous year Number of men (CDI) in management positions Number of women (CDI) in management positions Number of employees (CDI) in management positions Percentage of women (CDI) in management positions Percentage of women in the leaders network Average age of the workforce Total number of permanent employees (CDI) in 2010 Number of redundancies % of redundancies per country (compared to 2010 permanent employees) Number of external recruitments % of external recruitments (compared to 2010 permanent employees) Number of resignations % of volontary departures (compared to 2010 permanent employees) Total number of employee departures (male) Total number of employee departures (female) Total number of employee departures < 30 years Total number of employee departures 30-50 years Total number of employee departures > 50 years Nb. of employees covered by collective bargaining agreements Percentage of employees covered by collective bargaining agreements (compared to 2011 employees) Total number of trained workers Total number of hours devoted to training Average number of hours of training per year and per employee % of employees who had a performance appraisal (2) & (6) The 4 indicators below are temporary values on a restricted scope of reporting (2), (3) & (4) Number of fatal accidents Number of related work accidents (2) & (3) Number of days lost due to non-fatal work accidents Total number of days lost due to illness
LA13 LA13 LA1 LA13 LA1 LA1 LA1 LA1 LA13 LA13 LA13 LA13 LA13 LA1 LA1 LA2 LA2 LA2 LA2 LA2 LA2 LA2 LA2 LA2 LA2 LA2 LA4 LA4 LA10 LA10 LA10 LA12
100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 85% 85% 92% 92% 92%
67,281 38,600 105,881 36.5% 104,148 1,733 100,696 102,552 20,090 8,367 28,457 29.4%
13,041 10,519 23,560 44.6% 22,488 1,072 23,286 25,080 2,632 962 3,594 26.8%
1,860 1,327 3,187 41.6% 3,146 41 3,095 3,181 310 113 423 26.7%
1,156 615 1,771 34.7% 1,763 8 1,723 1,635 459 171 630 27.1%
1,450 1,396 2,846 49.1% 2,607 239 2,793 2,708 426 299 725 41.2%
805 445 1,250 35.6% 1,193 57 1,190 1,219 383 102 485 21.0%
927 441 1,368 32.2% 1,242 126 1,367 1,331 472 90 562 16.0%
Global gure (concerning 1,143 leaders end 2011) 46.8 100,726 93 0.1 % 3,783 3.8% 572 0.6% 984 743 397 557 773 105,556 99.7% 90,398 3,427,545 32.4 83.0% 39.6 24,136 809 3.4 % 1,498 6.2% 1,185 4.9% 2,032 1,023 681 1,676 698 18,054 76.6% 22,951 597,190 25.3 99.3% 38.2 3,172 86 2.7 % 151 4.8% 56 1.8% 83 62 12 130 3 2,745 86.1% 3,106 181,368 56.9 97.7% 37.2 1,628 77 4.7 % 342 21.0% 105 6.4% 153 35 82 101 5 0.0% 1,692 60,261 34.0 31.1 2,562 0.0 % 362 14.1% 308 12.0% 160 148 195 111 2 0.0% 1,637 36,246 12.7 81.2% 34.0 1,143 51 4.5 % 234 20.5% 124 10.8% 115 64 72 97 10 0.0% 746 15,496 12.4 34.0 1,252 43 3.4 % 106 8.5% 60 4.8% 53 50 32 70 1 0.0% 1,457 60,059 43.9 28.7 348 0.0 % 77 22.1% 31 8.9% 16 15 24 7 0.0%
0 45 2,419 133,923
0 6 608 11,676
0 6 194 13,076
0 0 0 9,234
0 1 15 9,242
0 1 1 904
(1) OBS International takes into account : Equant (which number of employees throught 160 countries including France, represents 93,5% of the overall number), 11 Etrali subsidiaries (2,1%), 7 Globecast subsidiaries (2,9%) & 7 Silicomp subsidiaries (1,5%). (2) The given gure for France concerns only the FTSA employees. (3) The number of accidents have been reported on nine countries: USA, UK, Brazil, India, Singapore, Australia, Germany, Belgium, Egypt and Mauricius, or 7,475 emmployees (61% of OBS Intl); missing reporting countries: Russia and Switzerland. (4) For Poland, collected reporting on only TPSA (62% of employees).
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: not avaible na: not applicable nc: not collected item reviewed by Deloitte: reasonable level of assurance
Europe Dominican Republic 627 616 1,243 49.6% 1,243 1,241 1,256 33 22 55 40.0% Cte dIvoire 836 525 1,361 38.6% 1,351 10 1,361 1,585 107 39 146 26.7%
AMEA
Moldova Luxembourg
Senegal
Mali
Egypt
Jordan
Kenya
Orange other countries / Business world Services organisa- International others tions countries (1) AMEA 1,588 1,045 2,633 39.7% 2,228 405 2,633 2,434 289 89 378 23.5% 1,347 605 1,952 31.0% 1,826 126 1,938 1,758 643 308 951 32.4% 9,176 2,965 12,141 24.4% 12,050 91 12,136 11,902 5,648 1,557 7,205 21.6%
1,248 622 1,870 33.3% 1,870 1,870 1,854 222 87 309 28.2%
3,544 1,233 4,777 25.8% 4,777 4,777 3,503 369 108 477 22.6%
1,825 605 2,430 24.9% 2,156 274 2,430 2,494 147 40 187 21.4%
1,341 371 1,712 21.7% 1,712 1,712 2,075 131 60 191 31.4%
109,175 62,715 171,890 36.5% 167,648 4,242 166,153 168,356 32,557 12,498 45,055 27.7% 23.80 %
107,112 61,287 168,399 36.4% 164,406 3,993 163,607 168,107 31,206 11,833 43,039 27.5% 23.15 % 42.8 164,372 3,311 2.0% 10,090 6.1% 4,052 2.5% 5,718 3,143 2,840 4,107 1,914 130,393 77.4% 139,139 28.2 na
108,212 62,195 170,407 36.5% 166,439 3,968 167,057 171,811 29,484 11,084 40,568 27.3% na 42.4 166,882 3,770 2.3% 7,168 4.3% 3,845 2.3% 6,150 3,529 2,738 4,630 2,311 131,372 77.1% 137,337 28.3 na
difcult to split between the different countries, because of transverse-corporate activities 30.0 878 0.0% 130 14.8% 49 5.6% 22 28 39 11 0.0% 615 31,653 34.1 77.8% 32.6 132 1 0.8% 26 19.7% 8 6.1% 12 4 6 10 0.0% 30.7 1,256 110 8.8% 163 13.0% 53 4.2% 77 86 97 64 2 0.0% 1,033 40,918 32.9 90.9% 40.7 1,854 0.0% 85 4.6% 14 0.8% 96 23 3 19 97 1,870 100.0% 34.0 331 0.0% 64 19.3% 0.0% 10 3 1 12 0.0% 265 13,302 31.4 39.0 1,539 6 0.4% 13 0.8% 5 0.3% 155 40 69 126 780 57.3% 739 26,208 19.3 30.8 3,503 33 0.9% 368 10.5% 264 7.5% 225 83 208 93 7 0.0% 2,795 69,156 14.5 35.4 2,201 3 0.1% 111 5.0% 100 4.5% 91 30 56 57 8 0.0% 1,963 52,488 21.6 40.7 2,074 394 19.0% 126 6.1% 71 3.4% 380 108 44 407 37 0.0% 32.9 2,064 40 1.9% 413 20.0% 140 6.8% 125 99 106 113 5 1,332 50.6% 1,069 44,401 16.9 35.2 1,719 41 2.4% 411 23.9% 241 14.0% 250 121 147 209 15 90 4.6% 284 4,847 2.5 38.0 11,847 263 2.2% 1,700 14.3% 1,196 10.1% 1130 397 635 790 102 1,652 13.6% 8,683 206,898 17.0 71.9%
42.6 164,365 2,050 1.2% 10,163 6.2% 4,582 2.8% 6,169 3,162 2,837 4,603 1,891 132,079 76.8% 139,433 4,868,034 28.3 na
4,755,346 4,818,308
0 2 142 5,712
0 5 76 3,485
0 2 128 6,568
0 0 0 911
0 14 213 4,549
1 18 346 8,654
0 40 1,369 8,425
0 16 362 684
0 5 288 3,118
nc nc nc nc
0 4 nc 2,329
4 852 53,873 na
na na nc na
nc nc nc nc
(5) Corrected 2010 Group Total (taken out of the HR data of Mauritius 1,726 employees and Equatorial Guinea 491 employees, unconsolidated entities in 2010). (6) The given percentage refer to the mid year performance employees appraisal campaign. For France & OBS, it concerns performance appraisal of senior managers (level E, F, G); for the other countries, when values are available, it concerns the complete population of employees. (7) A difference of 59 employees (56 CDI & 3 CDD), or 0.03 % of the total number of employees, exists between the registration document and the CSR report. This is due to the impossibility to collect on time the appropriate data from four small entities.
151
environmental data
scope, (% Groups turnover)
indicators
units
GRI
facilities presenting a risk fuel tanks energy consumption scope 1 facilities presenting a risk fuel tanks energy consumption gazoline + GPL for companys vehicles diesel gazoline for companys vehicles total energy scope 1 CO2 emissions fuel-gas-coal CO2 emissions (vehicles) scope 1 CO2 emissions (energy only) CO2 emissions from green house gas scope 1 CO2 emissions scope 2 electricity of which green energy scope 2 CO2 emissions scope 1 + scope 2 CO2 scope 3 flight distances for business trips train distances for business trips scope 3 CO2 emissions total emitted CO2 (scope 1 + 2 + 3) KPI: total energy consumption/customer KPI: CO2 emitted (all energies)/customer KPI: total energy consumption (scopes 1 + 2) /1,000 customers KPI: total energy consumption (scopes 1 + 2) /customers KPI : CO2 emitted (all energies)/ (scopes 1 + 2 + 3) /customer consumed water (m3) paper and carboard: internal (offices) and external (marketing, invoicing, directories, packaging) treated internal waste common industrial waste (general waste) internal (network and tertiary) WEEE metal poles wodden poles cables batteries fluorescent tubes paper and carboard printer cardridges other hazardous waste (PCB included) other non-hazardous waste total treated internal waste km km tons CO2 tons CO2 kWh/customer kg/customer toe/1,000 customers kWh/ customer kg/customer m3 tons EN8 EN1 EN29 EN29 EN16 EN16 98.0% 99.2% 99.2% 99.0% 99.0% 99.0% 97.1% 97.1% 98.0% 98.0% 180,103,765 101,103,691 33,379 359,108 30.86 2.41 9.4 39.8 5.1 1,245,513 13,231 7,150,034 5,552,982 1,842 389,119 22.01 14.38 6.6 27.6 16.0 782,261 1,933 8,459,905 2,688,110 1,661 106,385 19.91 6.49 4.7 23.2 7.4 27,181 6,457 1,253,189 866,188 267 6,984 22.90 0.00 5.9 28.4 1.5 11,061 0 4,130,417 7,813 744 45,881 9.68 4.04 2.3 10.8 4.5 40,160 637 1,008,987 1,259,840 186 2,622 35.73 0.98 8.2 37.8 1.6 8,658 0 1,453,592 0 262 19,300 25.18 5.47 7.2 29.1 6.5 30,751 721 GWh GWh tons CO2 EN4 EN6 EN16 EN16 99.2% 100.0% 99.2% 98.5% 2,194 0 171,159 325,729 535 0 349,349 387,276 287 0 93,376 104,724 108 108 0 6,717 100 0 41,491 45,137 58 0 1,588 2,436 75 0 16,331 19,039 m3 m3 tons liters liters GWh tons CO2 tons CO2 tons CO2 tons CO2 tons CO2 EN3 EN3 EN3 EN3 EN3 EN3 EN4 EN5 EN3 EN19 EN16 98.7% 99.4% 100.0% 98.2% 98.2% 99.0% 99.0% 98.2% 99.5% 13.0% 98.0% 14,502 16,538,741 na 72,904 29,325,544 636 73,751 80,819 154,569 0 154,569 2,851 4,085,454 87 1,265,165 4,804,306 136 15,745 16,223 31,968 5,960 37,928 3,569 0 na 78,196 580,983 48 9,565 1,784 11,349 0 11,349 464 144,729 na 0 1,888,664 26 1,523 5,194 6,717 0 6,717 101 0 na 240,929 846,872 12 270 2,902 3,172 474 3,646 119 22,236 na 26,321 154,509 3 361 488 848 0 848 29 507,607 na 204,466 423,758 12 1,056 1,652 2,708 0 2,708 units 98.2% 2,338
tons tons tons tons tons tons tons tons tons tons tons
EN22 EN22 EN22 EN22 EN22 EN22 EN22 EN22 EN22 EN22 EN22 EN22
98.2% 98.2% 98.2% 98.2% 98.2% 98.2% 98.2% 98.2% 98.2% 98.2% 98.2% 98.2% 98.2%
7,434 1,419 995 11,879 8,369 1,582 0.37 2,582 38 289 0 34,586.8 1.3 2,981 41.93
nc 284 nc 24 325 21 0.00 237 0.09 0.13 619 1,510.21 0.42 0.17 0.01
tons tons/M KPI: tons of waste treated / M of turnover of turnover WEEE collected from customers (including tons batteries) kg/1 000 KPI: WEEE collected from customers customers EMS KPI EMS : importance of ISO 14001 % certified scope
EN22
98.2% 98.2%
92.5%
10.7%
30.0%
96.9%
0,0%
0,0%
0,0%
100.0%
152
: not available
Europe Moldova 0 Armenia 0 Dominican Republic 397 Senegal 0 Mali 0 Cte dIvoire 372
42
1 20,155 na 290,332 137,889 4 43 1,070 1,113 0 1,113 22 0 10,225 11,338 2,021,257 944 364 11,702 11.88 5.56 3.0 14.2 6.4 12,152 0
19 0 na 150,610 55,150 2 51 510 561 154 715 13 0 2,062 2,777 1,644,217 0 296 3,073 21.62 3.56 5.2 25.3 5.3 70 0
2,612 0 na 819,600 66,505 38 6,999 2,134 9,133 0 9,133 27 1 16,619 25,752 4,279,786 0 770 26,523 8.72 5.35 3.0 21.1 8.5 40 16
1,471 0 na 38,696 697,033 24 3,941 2,009 5,950 0 5,950 53 3 28,053 34,003 3,116,902 0 561 34,564 8.14 4.34 2.1 11.9 5.4 123,612 0
4,499 0 na 0 342,555 56 12,058 942 13,000 0 13,000 14 2 5,976 18,976 311,524 0 56 19,032 2.10 0.93 1.2 10.7 2.9 33,264 0
1,944 0 na 529,042 569,128 33 5,211 2,824 8,035 0 8,035 41 1 17,932 25,967 173,072 0 31 25,998 6.62 2.89 2.0 11.9 4.2 81,493 111
29,550 0 na 935,218 0 351 79,193 2,226 81,419 0 81,419 208 0 95,838 177,257 2,805,267 0 505 177,762 6.28 2.89 2.3 16.9 5.4 1,288,374 0
509 0 na 304,110 895,199 18 1,364 3,186 4,550 0 4,550 52 0 30,863 35,413 1,983,388 0 357 35,770 15.68 9.23 4.0 20.9 10.7 42,689 64
3,765 0 na 184,853 287,425 48 10,089 1,230 11,320 0 11,320 33 1 10,589 21,909 2,856,817 0 514 22,423 29.69 9.50 10.2 72.9 20.1 0 0
11,677 0 na 163,765 310,560 140 31,295 1,244 32,539 0 32,539 51 3 23,724 56,262 1,297,010 0 233 56,496 4.37 2.04 2.0 16.4 4.9 24,034 0
117 343,565 na 581,227 1,347,792 24 976 5,089 6,065 948 7,013 115 5 54,916 61,928 66,335,942 1,685,067 12,109 74,037 na na na na na 73,909 44
nc nc nc nc nc 13 nc nc nc nc nc 12.85 0.03 nc na
100.0%
0.0%
0.0%
0.0%
100.0%
0.0%
100.0%
0.0%
0.0%
11.0%
0.0%
153
environmental data
Group validated values Group 2011: estimated non (updated without United Kingdom, for years 2006 to 2009) Validated Values reported + estimated information information recall 2010 recall 2009 recall 2008 recall 2007 recall 2006 nc 5,666 5,992 5,996 6,445 5,601 3,916
indicators
units
facilities presenting a risk fuel tanks energy consumption scope 1 facilities presenting a risk fuel tanks energy consumption gazoline + GPL for companys vehicles diesel gazoline for companys vehicles total energy scope 1 CO2 emissions fuel-gas-coal CO2 emissions (vehicles) scope 1 CO2 emissions (energy only) CO2 emissions from green house gas scope 1 CO2 emissions scope 2 electricity of which green energy scope 2 CO2 emissions scope 1 + scope 2 CO2 scope 3 flight distances for business trips train distances for business trips scope 3 CO2 emissions total emitted CO2 (scope 1 + 2 + 3) KPI: total energy consumption/customer KPI: CO2 emitted (all energies)/customer KPI: total energy consumption (scopes 1 + 2)/1,000 customers KPI: total energy consumption (scopes 1 + 2) /customers KPI : CO2 emitted (all energies)/ (scopes 1 + 2 + 3) /customer consumed water (m3) paper & carboard: internal (offices) and external (marketing, invoicing, directories, packaging) treated internal waste common industrial waste (general waste) internal (network and tertiary) WEEE metal poles wodden poles cables batteries fluorescent tubes paper and carboard printer cardridges other hazardous waste (PCB included) other non-hazardous waste total treated internal waste km km tons CO2 tons CO2 kWh/customer kg/customer toe/1,000 customers kWh/ customer kg/customer m3 tons 290,385,071 113,164,635 54,139 1,416,780 19.03 4.50 5.7 27.5 6.6 3,825,222 23,215 GWh GWh tons CO2 3,984 123 970,090 1,362,641 59 29,689 52,341 10,000,000 4,000,000 2,200 54,541 na na na na na 300,385,071 117,164,635 56,339 1,471,321 19.08 4.53 5.7 27.9 6.7 3,825,222 23,215 284,772,951 105,266,548 53,110 1,531,242 20.17 5.37 6.21 28.16 7.43 3,835,075 25,278 215,613,397 86,939,923 40,063 1,517,691 21.23 5.46 6.55 30.82 7.92 3,267,350 23,615 254,818,910 242,680,598 184,211,947 96,283,916 50,620 1,415,221 21.21 5.50 6.57 29.46 7.71 3,180,810 32,238 62,030,773 35,479 1,234,680 20.57 5.70 6.50 29.20 8.04 2,858,518 25,890 59,901,669 36,752 1,332,231 21.97 5.00 6.83 32.07 8.64 3,921,562 34,733 4,043 123 999,779 1,414,982 4,039 8,37 1,098,629 1,494,013 3,916 9,74 1,054,319 1,477,627 3,700 9,77 1,007,145 1,364,601 3,123 12 867,683 1,199,202 3,346 77 812,404 1,295,478 m3 m3 tons liters liters GWh tons CO2 tons CO2 tons CO2 tons CO2 tons CO2 77,798 21,662,486 87 5,885,434 42,733,872 1,610 253,491 131,524 385,015 7,536 392,551 5,050 147,242 na 400,000 900,000 73 13,818 3,427 17,245 5,406 22,652 82,848 21,809,728 87 6,285,434 43,633,872 1,683 267,309 134,951 402,260 12,942 415,203 71,087 23,836,444 119 6,867,479 45,091,672 1,587 239,159 140,344 379,503 15,881 395,384 80,750 23,867,165 197 9,518,387 44,358,123 1,716 264,565 144,637 409,203 14,105 423,308 49,480 24,729,068 271 10,442,078 46,326,910 1,391 181,010 152,138 333,147 24,309 357,456 44,872 25,285,598 284 13,513,958 42,299,296 1,331 165,924 150,410 316,334 15,185 331,519 483,075 51,117 27,988,080 213 12,970,338 42,084,210 1,424 336,475 146,599 483,075 units 5,666
tons tons tons tons tons tons tons tons tons tons tons
9,113 2,273 1,153 11,903 8,968 2,402 1 3,482 77 301 1,052 40,725 0.90 3,121 15.35
9,113 2,273 1,153 11,903 8,968 2,402 1 3,482 77 301 1,052 40,725 0.90 3,121 15.35
7,406 2,125 950 11,740 8,214 2,664 10 2,957 48 533 644 37,292 0.82 1,607 8,219
11,243 2,517 722 9,360 5,698 1,546 12 3,057 55 593 904 35,707 0.78 1,357 8
8,091 2,433 547 11,868 5,698 1,863 4 2,520 54 173 793 34,045 0.71 1,586 10
9,146 1,787 1,625 10,861 7,106 2,455 17 2,216 57 235 937 36,441 0.78 1,913 13
4,811 1,990 415 11,830 4,663 2,188 0 746 262 8 2,376 29,289 0.58 1,632 12
tons tons/M KPI: tons of waste treated / M of turnover of turnover WEEE collected from customers (including tons batteries) kg/1,000 KPI: WEEE collected from customers customers EMS KPI EMS: importance of ISO 14001 % certified scope
25.0%
25.0%
16.8%
14.0%
13.9%
12.9%
na
154
global presence
at 31 December 2011
enterprise business
local presence in 160 countries and territories and seamless network in 220 countries and territories
155
appendices
other websites
AA1000 www.accountability21.net Afom www.afom.fr ANFR www.anfr.fr Business for Social Responsibility www.bsr.org
contacts For any questions or comments on this report, please contact: France Telecom Ofce for corporate responsibility and sustainable development 6, place dAlleray 75505 Paris Cedex 15 e-mail: contact.csr@orange.com
www.orange.com
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