corporate social responsibility complete report France ... - Orange

2009 report
objectives disclosed
in the previous report
deadline status major achievements in 2009
Quality of service
Improve the performance monitoring in
terms of quality of service.
Publicly disclose the customer contact
rate (calls to technical support centres)
in the four main countries.
Continue the deployment of the action
plans intended to improve quality of
service.
Upstream inclusion of simplicity in
product design by involving
ergonomists.
2009
2009
2009
2009
Security and protection of personal information
Increase security of products and
services.
2009
Greater recognition of country risk. 2009
Making the use of encryption and
authentication solutions mandatory
for sensitive data across all Group
companies.
Child protection
Continue deployment in all Group
companies of measures recommended
by the European framework on Safer
use of Mobile Phones by Children and
by the GSMA alliance for the fight
against child pornography.
Set up a working group to draft
recommendations for new applications
(e.g. social networks, online games,
blogs, etc).
Continue efforts by European
companies to instruct teachers on safe
Internet use.
2009
2009
2009
2009
Implementation of the CET (Customer Experience Tracker) in all main
European countries to measure customer satisfaction.
These customer contact rates are available for consultation on
page 39.
Implementation of Web 2.0 projects: the help forum with responses
certified by an Orange technician and the free e-Chat service that
enables the user to chat online with a representative, which provides
people with speech and/or hearing impairments with access to the
assistance that they need, and also saves making costly calls to the
hotline. Opening of two concept stores in the UK (Milton Keynes and
Monmouth) based on the community and multimedia for better
meeting (and learning about) the needs of our customers.
Inclusion of the “Simplicity +” approach in the product development
process (Time-to-Market process).
Continuation of the implementation of Test Centres and Customer
Expertise Centres (10 centres). Increased customer experience tests
prior to the launch of products and services.
All multiple-country solutions originating from the technical centre and
presenting a security issue have undergone specific monitoring.
Guide to internal usage made available to sales staff, explaining how
to control risks and security in the development of any product or
service.
The policy of linking personal safety to country risk was deployed in
2009. The aim is to improve the safety of travellers and expatriates by
introducing universal guidelines.
Preparation of the Group policy on information security while travelling
(widespread in December 2009), followed by the drafting of guidelines
on good practice (due out in 2010).
Decision to extend this to strategic marketing and launch of
operations. Preparation of a guide enabling sensitive information to be
better identified (currently available in French with an English version to
follow). Due to be rolled out to other Group companies in 2010.
Launch of a working group in March 2009 to direct the deployment
of national action plans.
Implementation of a parental control system in most European
countries.
Implementation of child pornography content filtering in Romania and
Slovakia in 2009.
Launch of a working group in September 2009, which identified and
prioritized the major issues for which recommendations will be defined
in 2010.
New educational film distributed to schools in the United Kingdom.
Participation in the development of the Spanish “Teach Today” portal.
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