Sustainability Performance: At a glance (31 March 2012) - Safaricom

Innovation
Stakeholder group What we engage them on:
Non-Governmental
Organisations (NGOs)
Universities and research
bodies
Regulators
Safaricom partners with NGOs to implement social innovations that
address the specific agendas/issues these NGOs tackle. Areas
currently being addressed include green energy, general health,
gender, maternal and new-born health, youth issues, agriculture and
organic farming, water, peace and displaced persons.
Universities and research bodies engage with Safaricom to conduct
studies and pilots in specific areas. When the pilots are successful,
there is normally some learning and the likelihood that the service can
be scaled up to commercial levels. Safaricom normally provides the
technology and customer base necessary for this research.
Social innovations bring many partners from various specialised
disciplines on board, and each of these disciplines/professions is
governed and regulated by a different body.
Safaricom does not deal directly with these regulators (except for the
CCK) as we only engage partners who are already licensed to operate
by the relevant regulators.
Government Government is the biggest client for Safaricom’s services, as well as
our most important partner in social inclusion innovations (since the
government is the custodian and architect of Kenya).
Safaricom engages with the government through lobbying and
partnering in implementing social solutions that help the government
meet its national objectives.
Shareholders Our shareholders need to see continuous growth — of our active
customer base and revenue — despite the heightened competitive
environment.
Customers Our customers need to see products and services evolve to achieve
better price points and to make constructive differences in their lives.
How we performed
Social Innovation
The Digital Inclusion/social innovation portfolio
aims to develop relevant and sustainable
products and services in the area of health,
education and agriculture. Examples of
Health projects
products launched include the Daktari 1525
medical tele-triage service and the innovative
Refugees United service that has reunited
refugee families worldwide.
Daktari-1525 is a medical tele-triage service launched in November 2011. Customers dial 1525 and
receive medical advice from doctors. Calls are charged at KShs 20.00 per minute. The service is currently
receiving around 2 000 calls a day. Safaricom rolled out the service in partnership with Call-a-doc Ltd.
Changamka is a micro savings health product that enables lower income groups to access essential
health services that would otherwise be too expensive. Changamka customers are provided with a
smartcard that they can use as a ‘wallet’ for pre-paid purchases of health care. Different packages of care
are available, covering consultations, laboratory tests and drugs. The cards are pre-loaded with credit and
the bearer can use M-PESA to top-up the balance at any time. As well as offering a convenient way to
save for health care, the bearer enjoys access to discounted products and services. Medical providers,
in turn, benefit from access to higher numbers of customers and assured, fortnightly payments free of
administrative costs.
Over 2 500 Changamka cards have been purchased
to date and maternity-related issues are the most
popular services accessed. Changamka is licensed as a
Medical Insurance Provider by the Insurance Regulatory
Authority.
Safaricom is also involved in the Kenya Integrated
Maternal and Child Health initiative (KIMnCHip),
collaboration with various private sector and NGO partners
to provide a range of solutions and interventions to
improve maternal health through information, education,
messaging, health financing and service provider capacity
building. Safaricom leadership in this field is underscored
by Sylvia Mulinge’s (General Manager, Safaricom
Business) nomination to The Partnership for Maternal,
Newborn & Child Health Board.
70 Safaricom Sustainability Report 2012
Safaricom Sustainability Report 2012 71
Government
Innovation