corporate social responsibility complete report France ... - Orange

focus
2009, causing considerable damage to
our network. The national crisis plan was
launched immediately. Out of the
350,000 house holds without telephone or
Internet access (largely due to power outages
affecting technical sites), 100,000
lines were restored within 24 hours and
another 200,000 within 48 hours. Within
three days of the storm, close to 4,000
maintenance engineers were deployed on
site in the three regions concerned
(Aquitaine, Midi-Pyrénées and Languedoc-
Roussillon) to repair individual lines.
More recently, the Group took action following
the earthquake in January 2010 in Haiti
to help restore local and international telep
h o n e c o m m u n i c a t i o n s . O r a n g e
Dominicana led several initiatives along the
border between Haiti and the Dominican
Republic. Despite the difficult conditions, it
sent engineers, equipment and fuel to Portau-Prince
to help the local operator (Digicel)
get its network back up and running.
variation of customer contact rates
(calls to technical helplines) in the 4 main countries
fi xed lines services internet (France, mobile (France, average for
(France, Poland) United Kingdom, United Kingdom, 4 countries
Spain) Poland)
–11%
–3%
–11%
–3%
–7%
–9% –9%
–11%
–13%
–14%
new set of awards for the Group
At the 2009 World
Communication Awards (WCA)
ceremony, our Group received
three of the most coveted
awards in the
telecommunications sector.
For the fourth year in a row,
Orange Business Services was
voted “Best Global Operator”
and, for the third year running,
Orange was named “Best
Mobile Service Provider”.
In addition, in 2009 the Telemark
institute awarded Orange
Business Services the World
Record Award, a prize for the
operator that has contributed
the most to raising the level
of consumer satisfaction.
The Group already held
the previous record.
In 2009, Orange also came first
in the Fixed and Internet
category following a survey
conducted by Bearing Point and
TNS Sofres on 4,000 customers
and end users.
high satisfaction among
professionals in Poland
A survey of businesses by the
Polish regulator showed a high
level of satisfaction for TP
services in terms of fixed
telephony, with 7 out of 10
respondents giving a rating of
Good or Very Good. Satisfaction
was also high for mobile service
operators, with Orange earning
a special mention for the quality
of its information lines.
satellite hook-ups successfully
restored in Equatorial Guinea
A satellite is an essential
telecommunications option
for landlocked countries with
no fixed network. It is a
somewhat fragile solution that,
if the satellite connection
is interrupted, can leave
an entire country without
telecommunications. This
occurred in late January 2009
in Equatorial Guinea. GETESA,
the Guinean operator,
of which France Telecom is
a shareholder, appealed to the
Group’s satellite connection
experts to redirect the 11 of its
GSM network antennas towards
a newly available satellite.
This task was entrusted to
our teleport staff at Bercenayen-Othe,
one of the largest
teleports in Europe and renowned
worldwide for its expertise.
Considering the difficulty of travel
through the equatorial forest,
it took 14 days to restore most
of the technical equipment/
satellite interfaces and national
traffic on Guinean soil.
2007
2008
2009
–21%
–22%
39