A Wonderful World - Zain

Our 2010 SustainabilityPerformanceSustainability ManagementThe creation of this baseline report and development of an internal sustainability strategy has been driven by theCorporate Social Responsibility (CSR) department within Zain Saudi Arabia. This will evolve in 2011 as we work toembed sustainability management across the organization and further engage with stakeholders on the subject ofcreating a more sustainable Saudi Arabia.In 2011, Zain Saudi Arabia commits to the creation of a sustainability function that will work to implement thesustainability strategy across all areas of the organization.Delighting Customers (Key Perfomance Indicators) 2008 2009 2010Number of customers 2,000,000 5,232,000 8,393,000Number of mobile broadband customers – 91,000 250,000Maximum speed of broadband (Mbps) – 7.2 14.4Number of innovative M2M connections – – New IndicatorMobile TV accessed – 328,330 337,005Ring-back tones downloads – 1,045,876 1,288,503Ring-back tones subscriptions – 1,100,345 2,234,639Short code requests – 2,903,186 3,634,315First call resolution (%) – 97% 98%Pioneering Networks (Key Perfomance Indicators) 2008 2009 2010Number of sites 1,590 2,480 3,367Number of LTE enabled sites – – 300CITC 3G population coverage obligation (%) 50.95% 61.07% 65.00%3G population coverage (%) 59.30% 69.04% 71.45%Number of sites shared 144 396 483Number of reduced noise generators 500 900 1300Creating a Dynamic Team (Key Perfomance Indicators) 2008 2009 2010Number of employees 375 420 626Employee engagement index (out of 5) – – 3.87Employee turnover rate (%) 6.9% 12.6% 7.2%Saudization rate (%) 56.6% 56.0% 61.3%Average hours of training per employee 20 48 49Female employment rate (%) – – New IndicatorBuilding Partnerships (Key Perfomance Indicators) 2008 2009 2010Number of strategic business partners 10 11 12Combined number of employees within strategic business partners 180 986 918Strategic business partner employees somewhat engaged (%) (*Q4 of 2009, **Q2 of 2010) – 59%* 64%**Developing Communities (Key Perfomance Indicators) 2008 2009 2010Community investment expenditure (SAR) – 1,951,629 5,083,461Number of CSR initiatives aligned to core services – – 2Number of women involved in Mashroee Zain 10 33 40Number of youth involved in Shabab Tamouh – – 36Improving the Environment (Key Perfomance Indicators) 2008 2009 2010Total electricity usage (KwH) – 70,647 87,891Electricity per employee (KwH) – 172 140Total water usage (liters) – 5,571,000 13,619,000Water per employee (liters) – 13,588 21,756Emissions from electricity usage (kg) – 57,648 71,719Emissions per employee (kg) – 140 114Mobile recharges through electronic methods (%) – 5% 22%Customers using e–billing – – New IndicatorAdopting Best Practice (Key Perfomance Indicators) 2008 2009 2010GRI level of sustainability report – – BSustainability report commitments achieved (%) – – New IndicatorNumber of formal stakeholder sustainability engagements – – New Indicator10 | Zain Saudi Arabia 11 | Sustainability Report 2010