12 a responsible Groupstakeholder dialogueEngaging with our stakeholders is a vital componentof our <strong>corporate</strong> <strong>social</strong> <strong>responsibility</strong> approach. Toidentify the expectations of society, we conductregular meetings with the following groups:StakeholdersCustomers andconsumers groupsShareholders andinvestorsEmployees andemployeerepresentativesSuppliersPublic authoritiesand localgovernmentsNGOs andassociationsExamples of advisory tools usedInternal and external customer satisfaction surveys.Customer Value Analysis Program: multi-country analysis of general consumer expectations.Measurement of business customer satisfaction via the “Customer Loyalty Index”.Regular meetings with the main consumer groupsMonthly meetings with the Sustainability Circle of Directors comprising approximately forty largecompaniesInformation gateways dedicated to shareholders and investors.Shareholder relations department that may be reached by telephone or mail. Club <strong>France</strong> Telecom.Shareholders letter, French webzine “en actions”.Shareholders‟ consulting circle Inter@actionRegular meetings with the financial analysts and rating agencies (e.g. Investors Day).Specific dialogue with the main funds and SRI rating agencies.Nearly 400 employee representation bodies in the Group.European Works Council.Regular meetings with the UNI* (Union Network International) as part of the group agreement signed in2006.Tools for information and for dialog with employees: intranet, internal magazines, interactive innovationapparatus.Dialog on the Group‟s values and commitments in the bid solicitation phase and in the follow-up ofcontracts.Corporate Social Responsibility QuestionnaireQREDIC ® tool: overall performance evaluation system for suppliers.Meetings and working groups on eco-design of products.Dialog with European bodies – Group‟s permanent delegation in Brussels.Permanent dialog with the telecommunications regulators in each country (e.g. Arcep* in <strong>France</strong>, CMT*in Spain, Ofcom* in the United Kingdom, Uke* in Poland).Consultation with local governments on the location of relay antennas.Dialogue with associations of elected officials (e.g. Association of Mayors in <strong>France</strong>).<strong>Orange</strong> Foundation‟s philanthropy policy, partnerships with UNICEF, Samu Social International,PlaNetFinance.Local partnerships with the main countries (e.g. WWF in <strong>France</strong>).Specific work on the responsible use of services with associations such as the INSAFE network,European Schoolnet, the Family Online Safety Institute.Business Action for Africa.the working groups of ETNO* also allows us to meetwith other large groups on sustainability challengesand best practices.Our subsidiaries in the main countries also conductlocal consultations and studies aiming to betterunderstand the expectations of their stakeholders. In2008, <strong>Orange</strong> United Kingdom thus conductedstudies with a panel of representatives to identify themain sustainability expectations and challenges, andto define the priorities for action. Similar surveys havebeen conducted in <strong>France</strong> with the involvement of thevarious business divisions.We also participate in various groups dedicated to<strong>corporate</strong> <strong>social</strong> <strong>responsibility</strong> such as CSR Europe,Business for Social Responsibility, l‟IMS-Entreprendre pour la Cité and the Observatoire sur laResponsabilité Sociétale des Entreprises (ORSE).Our involvement in the major initiatives in thetelecommunications sector such as GeSI*, MPPI* orinvolvement of our employeesThe success of our approach relies on theinvolvement of our employees.To bring awareness of the challenges ofsustainability and ensure the application of ourcommitment in their daily activities, we areconducting regular internal communication actions.<strong>France</strong> : a strategic partnership between <strong>Orange</strong>and WWFIn March 2008, <strong>Orange</strong> and the WWF-<strong>France</strong>signed a 3-year partnership for the protection of theenvironment. For <strong>Orange</strong>, this partnership is part ofa procedure for progress and speeds up theimplementation of an environmental strategyinitiated in 1996. This partnership broadens acooperative arrangement started in 2005 to promoteelectronic billing among our customers.It relies on tangible actions, with measurableresults, with five guidelines: evaluating theenvironmental performance of the products sold by<strong>Orange</strong>, recycling, featuring environmentally friendlydesign in its shops and products, awarenesstraining of consumers and employees on “greenbehaviour” and reducing paper use.WWF thus brings <strong>Orange</strong> its scientific expertise andits ability to mobilize its network.A steering committee meets every six months toreview the milestones reached under thepartnership.
13 a responsible GroupFollowing the internal challenge “Take care of thefuture” conducted last year, in 2008 we conducted“green behaviour” awareness campaigns toencourage our employees to adopt simple practicesto help protect the environment (see page 40).“Green behaviour” awareness campaign in <strong>France</strong>,external evaluation of our approachOur approach is regularly analyzed by ethical ratingagencies, and we are in an ongoing dialogue withfinancial analysts and <strong>social</strong>ly responsible investors.<strong>France</strong> Telecom has been listed in the FTSE4Goodindex since 2002, as well as in the Aspi Eurozoneand Ethibel Sustainability Indices Excellence indices,managed by the VIGEO rating agency.SAM (rating agency of the Dow Jones SustainabilityIndex) included the Group in the SAM Silver Class ofits Sustainability Yearbook in 2008 and 2009.April 2008.raising customer awarenessIn addition to our employees, we also encourage ourcustomers to act in favor of sustainability.Launched in <strong>France</strong> in December 2007, our mediaand Internet campaign “Green IT” raised theawareness of our business customers on the benefitsof our collaborative solutions for sustainability.Generally available from a dedicated website inFrench and English, this campaign moreover wassupported by statements from our experts on thesubject, both in Europe (Germany, Spain, Portugal,Romania, United Kingdom) and in the rest of theworld (New-York and Singapore).For the general public, we launched theEnvironnement Web channel(http://environnement.orange.fr) that distributes up todate information and video <strong>report</strong>ing on theenvironment and encourages the distribution of goodpractices. In our various countries, we alsoencourage our customers to return their usedtelephone equipment to one of our collection points inorder to promote their recycling through thededicated channels.The Group also ranks fourth in the world“Accountability Rating 2008“ classification. Thisclassification created by csrnetwork andAccountAbility evaluates each year the practices and<strong>corporate</strong> <strong>social</strong> <strong>responsibility</strong> of the 100 largestgroups (Fortune Global 100). The Group is acorporation that has shown the most rapid progress,rising from 46th place in 2007 to 4th place in 2008.Our <strong>corporate</strong> <strong>social</strong> <strong>responsibility</strong> strategy aims toin<strong>corporate</strong> sustainability principles at the core of ourinnovation and product design processes