Sustainable Living Sustainability Report, Vodafone Malta April 2010 – March 2012 vodafone.com.mt/sustainability
Contents Vodafone Malta’s Sustainability Strategy
Vodafone Malta
Our Vision
Responsible and Ethical
Empowering Our Customers
Going Greener
Valuing Our People
We care
For the benefit of society
Results and Targets
Foreword This Sustainability report provides an insight into the Sustainability policy and results of Vodafone Malta for the period April 2010 to March 2012.
Sustainability Report and applying an appropriate basis of preparation, and making estimates that are reasonable in the circumstances.
Vodafone Malta is a subsidiary of Vodafone Group. This report supplements the international Sustainability Report 2012 of Vodafone Group. The Sustainability Report of Vodafone Group was audited by Ernst & Young. This auditing process captured the six-monthly reporting by Vodafone Malta to Vodafone Group. The Sustainability Report 2012 of Vodafone Group has been prepared in accordance with ISAE 3000, the AA 1000AS (2008) and Vodafone’s Global Reporting Initiative.
The Sustainability Report is published in hard-copy printed form and may be made available on the company’s website. The directors are also responsible for the maintenance and integrity of the Sustainability Report on the website in view of their responsibility for the control over, and the security, of the website.
Vodafone Malta Limited’s Directors are responsible for the preparation and presentation of the Sustainability Report and the identified sustainability information. The Directors are also responsible for the information and statements contained within it in accordance with the reporting criteria as set out on the Vodafone Group website at: http://www.vodafone.com/content/index/ about/sustainability/sustainability_report/about_our_ reporting/scope_of_reporting/basis_for_reporting.html. This responsibility includes designing, implementing and maintaining internal controls and proper records relevant to the proper preparation and presentation of the
This Sustainability Report has been audited by PricewaterhouseCoopers, Malta and an independent limited assurance report by PwC can be viewed on page 42. This Sustainability Report has been written for politicians, officials, sustainability experts, the press, NGOs, employees, customers and suppliers. The selection of topics for this Sustainability Report is based on the work carried out by Vodafone Malta in the past two years in the areas of Sustainability and Corporate Social Responsibility. This report focuses on opportunities and work carried out in 6 main areas – Being Responsible and Ethical, Empowering our Customers, Going Greener, Valuing Our People, We Care and the Vodafone Malta Foundation.
Vodafone Malta’s Sustainability Strategy Vodafone Malta makes every effort to empower sustainable living in a way that will ultimately benefit the community we work in. This is what our CSR Strategy is all about. We constantly work to improve processes so as to achieve the best results and maximise our positive impact in the community we work. With our mobile communication solutions we support customers, companies and we help society achieve sustainable benefits.
Our Sustainability strategy is based on four pillars:
Responsible and Ethical We pledge to act responsibly, ethically and with honesty in everything we do and in all our relations with our customers and society at large. In this way, we know that we will achieve more for our business and for our customers and we will be able to gain the trust needed to transform society.
Empowering customers We assist our customers to make the right sustainable choices and to use our products and services responsibly and safely. We keep our customers well informed and we continuously support them with the appropriate services they require.
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Going Greener Looking after the environment is of paramount importance to us and to our customers. We are constantly looking for ways to reduce the carbon footprint of our network, our retail stores and our offices. Moreover, our products and services can help individuals and businesses cut their carbon footprint by providing them with smart working opportunities that will reduce the need for travelling.
Valuing Our People We promote diversity because we know that it contributes to innovation and creativity. We understand that every individual works differently and we want our employees to work flexibly and remotely. Through the application of mobile communication solutions, our team members can coordinate their private lives and their work and achieve the desired balance.
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Vodafone Malta
Vodafone Malta is part of the world’s leading international telecommunications Group offering a wide range of mobile and fixed voice and data communications. Our technology supports important innovations and Vodafone’s mission is to empower sustainable living and working through mobile communication.
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Vodafone Malta is the market leader in the provision of mobile electronic communication services, offering customers superior quality network, excellent customer service, innovation and the best value available on the market. The company is Malta’s first mobile network operator and since then Vodafone Malta remains at the forefront of technology, offering a wide range of communication services with a notable list of firsts in the local market. The very first mobile call was made on the Vodafone Malta network 23 years ago whilst the first GSM call was made in 1997. Vodafone Malta’s international gateway was launched in 2004 making it the first company locally to offer resilience and backup on international connectivity to the local business community. The international gateway spans approximately 250km between Malta and Catania carrying three main types of traffic; Internet, Voice and Data. During August 2006, Vodafone was the first mobile network operator to deploy 3G followed by the launch of HSDPA for high speed data transmission in December 2006.
In June 2007, Vodafone Malta launched fixed broadband based on WiMax technologies. In 2008, Vodafone opened its Mobile Network to Virtual Network Operators. This enables anyone to set-up shop and offer competitive mobile services to local customers. In 2010, Vodafone added another first when it announced the launch of an even faster mobile data service with nationwide download speeds of 14.4Mbps. In 2011, an investment of €11 million was announced. This investment is aimed to serve the company’s customers more efficiently and effectively across each and every touch point, being its stores, franchises, contact centre, web portal and sales teams. In 2012, another first for Malta was launched by Vodafone. The new 21.6Mbps HSPA capability was launched live across all of Vodafone’s coverage area. Vodafone started also rolling out the very latest 42Mbps capability across key areas and high traffic sites on its network. In 2012 Vodafone Malta embarked also on a project which will lay the foundation for 4th Generation network to which Vodafone is committing its long term plans. Vodafone’s future is exciting and the company’s vision is to operate with Speed, Simplicity and Trust so that Vodafone remains the market leader and continues to strive to be Malta’s most admired brand.
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OUR VISION
The telecommunications sector is all about bringing people together, about innovation and about acting responsibly. Operating responsibly is critical to earning the trust of our customers and stakeholders. This in turn would help us achieve our vision. In this report we update our customers, employees and stakeholders on our operations and the way we operate. We are a responsible business and this is not reflected only in what we achieve but in the manner we achieve it. The way we impact people when we do business is high on our agenda. The same applies to our stakeholders, whom we engage with regularly. Furthermore, we try and make the lives of people better through our products and services. At Vodafone Malta we place great importance on health, safety and wellbeing, privacy and security, employee volunteering, energy consumption, employee opportunities, opportunities to graduates and students, helping the local community and providing the best work-life balance measures around. Innovation is our guiding philosophy in everything we do. Our commitment is to always provide our customers with leading capabilities not just when compared to competition but also across the globe, ensuring that Malta continues to enjoy cutting edge telecoms technologies to drive the country’s digital agenda.
Vodafone Malta’s investment of €55 million over five years helps the economy and is also an employment generator for the Maltese Islands. This investment has reaped its benefits and as a result of this in the past two years we have invested €11 million to serve our customers more efficiently and effectively across each and every touch point. We have also launched another first – the new 21.6Mbps HSPA capability live across all of our coverage area. Furthermore, we have also started rolling out the very latest 42 Mbps capability across key areas and high traffic sites on our network. Hand in hand with this investment is our value that sustainability initiatives have to be embedded in our business and aligned with our vision and future goals. Our mission is to empower sustainable living and working through mobile communication and this is what we aim to achieve in everything we do. This report sets out how we are working towards our vision, highlighting some of the key opportunities and challenges that exist. I look forward to updating you on the progress achieved throughout our journey.
Balesh Sharma Chief Executive
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Responsible and Ethical As we focus on sustainability and transforming lives, we recognise that we must continue to operate responsibly and ethically wherever we do business.
Vodafone has zero tolerance when it comes to security breaches. Vodafone’s Corporate Security team held a series of mandatory training sessions for all Vodafone employees to make sure that all Vodafone team members are aware of their security duties and responsibilities.
Protecting your privacy
The Vodafone Code of Conduct
Privacy is extremely important to Vodafone. We are committed to protecting our customers’ privacy and we comply with all the relevant laws and regulations. We provide information to customers on how they should keep their data secure including advice on keeping their PIN codes and passwords safe. We also work with the relevant authorities on privacy issues including the Office of Information and Data Protection Commissioner.
Vodafone launched a revised version of its Code of Conduct to ensure that all employees understand their responsibilities. Everyone working at Vodafone is made aware of the paramount duty to work with integrity and honesty and is obliged to report all instances of dishonesty or suspicious activity. This Code of Conduct applies alongside local legislation. Moreover, Vodafone is providing its employees with the required tools to report any conduct which is a cause for concern and which could be deemed to be irresponsible, unethical or illegal. Through the Speak Up procedure Vodafone employees can flag any cause for concern. All Vodafone employees are to undertake an e-learning module so as to be fully knowledgeable on what the Code of Conduct requires from them and how they can Speak Up in case of suspected breaches.
Our aim is to enforce a culture where everyone understands their responsibilities and the importance of protecting customers’ privacy. Employees are required to follow our data handling standards and data security policies. All employees are trained on issues relating to data protection and privacy and a series of mandatory training sessions about privacy were held for all staff. 10
Guaranteeing your security
“Trust is fundamental to the way we work. Our business depends on customers trusting us with their communications and personal information. We can only retain this trust if we act in a responsible manner by protecting our customers’ privacy and security, talk openly about the issues that matter and ensuring that the products and services we use are sourced from a responsible supply chain.”
Michel Macelli
Head of Finance
Radiation and health Our main priority is to safeguard our customers’ health and safety and so we believe in communicating transparently and honestly about mobiles, masts and health. We comply with international and national guidelines on exposure to radiofrequency (RF) fields and we continue to monitor independent scientific research. All our mobile phones and base stations are designed, built and operate well within the guidelines for exposure to RF fields set by the International Commission for Non-Ionizing Radiation Protection (ICNIRP).
We want our customers to have clear information so they can make an informed choice. With this aim in mind we participated actively in the Parliamentary debate organised by the Social Affairs Committee regarding Electro Magnetic Frequencies (EMF) from mobile base stations. During the sitting it was confirmed that the guidelines currently established under Maltese law, and which set the limits for such emissions, have sufficient safeguards, in line with current scientific evidence, to protect against any negative health effects that could arise from such emissions.
Electromagnetic fields from our sites are periodically tested and reviewed to be far below the internationally accepted limits for exposure. The Malta Communications Authority (MCA) also carries out independent checks on all operators, the results of which are published on the MCA website.
For more information: Visit the Vodafone Group website at: http://www.vodafone. com/content/index/about/sustainability/mpmh.html Visit the Vodafone Malta website at: http://www.vodafone. com.mt/mobilemastshealth
Anti-Bribery Vodafone acts responsibly and does not accept any form of bribery. We abide with Vodafone’s Anti-Bribery Compliance Policy and with Vodafone Group policy for receiving and giving gifts. This stipulates that no Vodafone employee should give or receive a bribe of any sort and our business partners must not engage in any form of bribery if they want to do business with us. To make sure that our employees are aware of their duties we held mandatory anti-bribery training sessions for all employees.
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Driving and Phones We want all our customers and employees to use mobiles responsibly and safely. In March 2012 we launched a social message campaign in an effort to remind people to use technology safely while driving. Vodafone’s Public Service Announcement (PSA) campaign was aired on Maltese radios in both the Maltese and English language. Vodafone launched also an internal campaign to promote safe driving, which is in line with Vodafone’s vision to build a culture of health, safety and wellbeing.
Health and Safety Health and Safety is a core value in our business. All our employees are expected to abide with Vodafone’s six Absolute Rules on Health and Safety. Employees are expected to undertake an online training programme related to Health and Safety awareness, a process which our people within the technology function have already completed. This is part of an ongoing programme of initiatives relating to Health and Safety. A further online training focused on electrical safety is underway.
All employees and contractors working for Vodafone must: • Always wear seat belts when travelling in, or operating vehicles • Always use suitable protective equipment, a safety harness and full protection equipment when working at heights • Never work under the influence of substances (alcohol or drugs) which are illegal or in excess of legal levels or where this impairs the individual’s ability to perform tasks • Never carry out electrical work on electrical equipment, circuits and gear unless qualified • Never exceed speed limits or travel at speeds that are dangerous for the type of road, vehicle or conditions • Never use a hand-held phone while driving and only make calls by pulling over or using hands-free devices, when it is safe to do so. 12
As part of our strategy, we are actively enforcing a comprehensive framework of Health and Safety related policies and procedures specifically designed for our subcontractors. One of our goals is to drive the high standards that Vodafone has, across the wider industrial eco-system in Malta.
Supply Chain Management and Code of Ethical Purchasing We want our suppliers to conform to our business principles which are a critical part of our Code of Ethical Purchasing. This Code provides our suppliers with a comprehensive guide of what is expected of them. It lays down clear and unequivocal guidance on our zero-tolerance approach to corruption and employee exploitation. The Code highlights also Vodafone’s commitment to respect the environment and the community in which it operates. The principles included in the Code reflect international standards defined by the United Nations and the International Labour Organization. Vodafone also encourages suppliers to adopt these same principles and in turn pass them on to their own suppliers and subcontractors.
Vodafone Malta’s Supply Management Team oversees the company’s purchasing activity. This includes thorough screening of prospective Vodafone official suppliers and regular evaluation thereafter of both the suppliers’ performance and the quality of the products and services rendered. Choosing our suppliers carefully means our customers can feel confident in signing up to Vodafone. By working closely with suppliers we protect our reputation and help to maintain a reliable and high-quality supply of goods.
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EMPOWERING OUR CUSTOMERS VODAFONE INVESTS SUBSTANTIALLY IN DEVELOPING AND IMPROVING ITS NETWORK AND SERVICE PORTFOLIO TO MEET THE CURRENT EVER-CHANGING NEEDS. OUR MAIN OBJECTIVE IS TO EMPOWER PEOPLE TO LEAD THEIR LIVES THE WAY THEY WANT AND TO ENABLE ENTREPRENEURS TO MAKE OPTIMUM USE OF AVAILABLE OPPORTUNITIES.
Mobile phone use by Youth and Children Children and youth are using mobile phones and mobile internet with increasing frequency. This entails associated risks such as the undesired distribution of personal information via social media, debts arising from high telephone bills, harassment via mobile phones and having access to mobile websites which are not suitable for them.
We also support the BeSmartOnline! Programme coordinated by the Malta Communications Authority (MCA). As part of our active support to this programme, we hosted in Malta, Ms Annie Mullins OBE, Global Head of Content Standards at Vodafone Group. Ms Mullins who is responsible for ensuring the protection of Vodafone’s customers, particularly the younger users, was the key speaker during a seminar for students reading for a degree in Education.
Thanks to our collaboration with the media, we have started providing information to parents on how to encourage the responsible use of mobile phones by children. We also launched a PSA message on local radios to make parents aware of their children’s online reputation.
For the years ahead, we are working on launching a Digital Parenting Initiative and we are working to provide parents with services which will supply them with the required assistance to ensure the responsible use of mobile phones by children.
“Vodafone believes in employee empowerment as much as it believes in empowering its customers. Our strong belief in employee empowerment has been the hallmark of our success in the market. Vodafone’s product development philosophy is focused on ensuring that our customers improve their social and business interactions through the quality and ease of our products and services. Furthermore, we constantly strive to develop new customer service channels and self care tools and applications so that our customers can be served any time, anywhere and whenever they want”
Joseph Cuschieri
Acting Head of Enterprise and Wholesale Business
Clear Price Plans
Addressing any issues
Our price plans make it easy for customers to manage their expenditure on voice calls, text messages and usage of data while at home and abroad. We seek to strike a balance between offering a variety of subscription types to serve our diverse customer needs while at the same time ensuring that the range is not too vast. Apart from our choice of pay monthly contracts, we offer a great value pay-monthly SIM only packages and pay-asyou-go price plans.
Vodafone currently has a Customer Relationship Management (CRM) system in place through which complaints are logged and escalated for investigation. Vodafone takes consumer complaints very seriously and customers lodging a complaint receive a reply within a time period varying from a minimum of one day to a maximum of 12 days depending on the complexity of the case.
More of our customers are using Smartphones and we offer a range of accessible Smartphone price plans so customers can pay a fixed price for accessing the internet, making calls and sending text messages. We also have a variety of add-ons aimed at reducing charges for customers who go over their monthly allowance.
Preventing unexpectedly high bills We make an effort to avoid situations where customers have to face debts and unexpectedly high bills by providing relevant information and advice. We have launched the Usage SMS Alert where our customers can receive information about their monthly usage.
Complaints lodged with the MCA are also given due importance. Data derived from monthly reports published by the MCA on its website, www.mca.org.mt show that complaints lodged by customers about services provided by Vodafone are relatively low when compared to other providers.
MCA Consumer Complaints Reports 01st April 2010 – 31st March 2012 Vodafone GO 11
Melita
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Our customers obtain a direct insight into their data usage, and they receive a text notification when they are about to reach the data volume in their bundle. Moreover, customers can request their monthly usage information and we will help them manage their spending by sending them an SMS notification when they are about to use all their monthly SMS, calls or internet bundles. Another SMS alert is sent once all the monthly allowance is used. 15
“We are committed to improving the high standards in customer experience we have achieved over the years, by continuing to invest in our people and empowering them to provide an unmatched customer experience.”
Michael Coney
Staying in touch with us
Making our products accessible
We have made it easier for customers to get in touch with us at any time of the day or night, whether it is through our website, online forum, by email or phone, or by visiting one of our shops. Our call centre representatives and our customer facing staff are all trained to answer queries as quickly and comprehensively as possible.
Sometimes, using a mobile phone can prove to be difficult for people with sight or hearing difficulties or for people with intellectual impairments. We want to make our products and services easier to use for all our customers. Aware of this reality, we collaborated with the Foundation for IT Accessibility (FITA) towards creating a scheme which funds 50% of mobile devices and related assistive software for visually impaired people, users having hearing difficulties and users with intellectual impairments.
We answer to 100% of all the emails we receive from our customers on the very same day and we make it a point to reply to everyone within 4 hours. In the past two years we received over 25,000 emails and we dealt with over 1.3million phone calls. Many of our customers use social networking to keep in touch with us and a dedicated team monitors social media channels including Facebook. If one of our customers posts a message concerning a product or service, we get in touch and try to help. We get feedback from our customers as often as we can through Facebook, by email and by phone. We request feedback by prompting customers to rate our services after they have been in contact with us. Moreover, our new retail footprint with new retail presence in different localities including Sliema, Hamrun, Mosta and Zebbug, ensures that we are closer to our customers to address their individual needs.
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Head of Commercial Operations
The collaboration between the two entities also resulted in three awareness video messages which portray practical use of ICT as an enabling tool in order to ease one’s daily activities. Particular attention was given to ensure that the videos are accessible and can be followed by the widest group of customers possible.
Affordable products Vodafone’s range of low-cost mobile phones is helping to put the social and economic benefits of communications within the financial reach of more people. Vodafone globally has been at the forefront of making Smartphones accessible to everyone. Our cheapest Smartphone – the Vodafone Smart II, priced at €99 – is a breakthrough Smartphone for the mass market and follows the success of Smart Android, an entry Android Smartphone globally. To make it even more accessible to all we had a special offer where we offered its predecessor – the Vodafone Smart I – at just €69.
“Aware that mobile services empower people, we keep our customers at the core of our business operations. In this way we can design the products and services that they require. A recent example of this is the Smartphone Crew which guarantees that a customer buying a Smartphone from Vodafone can retain all his original contacts and get all the information needed to maximize the full potential of the new device.”
Sandro Pisani
Head of Marketing
Smart Android and Smart II form part of the Vodafone Smart family, a range of the most affordable smart devices. The range includes the Smart Android Tablet. The tablet sells at €249 to make it affordable to more people who would like to buy a tablet without spending a lot of money.
phone abroad whilst on the Eurotariff default roaming plan. These caps help ensure customers won’t spend more than €59 per month when using their Internet while abroad. We also address the needs of those customers who want to keep on browsing without any hindrance.
The Vodafone range also includes Vodafone Chat, a basic feature phone which integrates directly with Facebook. The phone sells at €69. Apart from the Vodafone branded range, Vodafone’s portfolio includes a variety of devices starting from €39.
Student tariffs
Using your phone abroad Vodafone has always been the leader in providing a superior roaming experience to its customers and through our global association and roaming partnerships we bring to the local market innovative propositions which enable customers to stay connected wherever they are. For the first time ever, we introduced ‘Vodafone Traveller’. This is considered a breakthrough service where customers only pay their local rates (for Data, SMS and Calls) when roaming within the EU at a daily charge of €3 per day. All incoming calls are free and included in the daily charge. This proposition goes beyond the EU mandated rates and provides our customers with more freedom to use their mobile device/phone when roaming within the EU. The Vodafone Traveller follows another product – the Vodafone Passport – introduced in April 2011 which offered the lowest plan for data roaming.
Aware of the financial restrictions that students have, we make it a point to come up with tailor made deals for them. We provide discounted tariffs to students and also discounted rates on mobile and internet devices which are essential for their everyday life as a student. Moreover, we make it a point to accept payment methods which are favoured by them such as the Student Smart Card payment method to make access to technology easier to all students.
Smart Working Our unified communications systems integrate fixed and mobile communications to enable people and teams to work efficiently no matter where they are. These systems are available for commercial deployment. Organisations who use unified communications systems have improved their productivity, efficiency and work-life balance for their employees.
Moreover, our caps on data roaming help customers manage spending when they use the internet on their 17
“Our main priorities are to reduce carbon emissions and our overall environmental impact, and we will do this by focusing on innovation. To achieve this we will continue to use only single RAN equipment across all our mobile network technologies, whilst evaluating all forthcoming technology innovations designed to address energy efficiency. We will continue with the modernisation programme of our network infrastructure introducing brand new equipment which will save energy consumption. These activities will help us achieve our ambition to reduce our carbon footprint and energy consumption.�
Andrew De La Torre
Head of Technology
Going Greener Looking after the environment is important for our customers and it is also important for us. That is why we are constantly looking for ways to reduce energy consumption. Reducing waste is also a priority and we ask our customers to get involved by giving us their unwanted phones for recycling and by switching over to paperless billing.
Even though absolute electricity consumption has increased year on year driven by the growing demand for our mobile data services, we have continued to significantly increase the efficiency with which we carry traffic through our network. From April 2010 to March 2012, we managed to reduce our energy costs for each MByte of traffic we carry by more than 50%.
Network
Buildings
Over the past two years we implemented a number of energy efficient measures. We have modernised our network by installing new, more efficient single Radio Access Network [RAN] technology that can simultaneously transmit 2G, 3G and LTE technologies. Single RAN units are demonstrated to be up to 40% more power efficient than traditional telecommunications equipment. We have also renewed all of our power equipment at our engineering and operations building. This new equipment is 4% more efficient than legacy equipment previously being used.
In the past two years we replaced non-operational electrical equipment with modern, energy efficient equipment. We also pushed forward higher awareness amongst our staff to use less electricity where possible. An increase in energy consumption was registered due to an increase in our retail outlets and an additional office in Gozo. For the next financial year we are planning to hold energy audits for all our locations which will in turn help us implement any short and long term measures to reduce energy consumption.
Air conditioning installations on our radio sites are also kept to an absolute minimum to limit power consumption, and we currently have less than 5% of our Radio Base Station sites using air conditioning. 18
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Buildings Offices – Energy consumption April 2010 – March 2011 772,792.9 Kw/hr April 2011 – March 2012 812,076.6 Kw/hr
Retail Outlets – Energy consumption April 2010 – March 2011 145,239 Kw/hr
Overall – Energy Consumption April 2010 – March 2011 918,031.9 Kw/hr April 2011 – March 2012 968,657 Kw/hr
April 2011 – March 2012 156,581 Kw/hr 19
Water consumption for all our operations has increased slightly in the financial year 2011 – 2012 when compared to the previous year.
Water consumption April 2010 – March 2011 2,242.35 m³ April 2011 – March 2012 2,843.08 m³
Financial year April 2008 – March 2009 April 2009 – March 2010 April 2010 – March 2011 April 2011 – March 2012
Number of work related flights 152 115 123 172
Business Travel Vodafone’s new head office at SkyParks Business Centre has been designed to be energy-efficient. At a total of 3,100 square metres on two floors, the new open plan offices will be bathed in natural light. The office area includes also a 600m² terrace. Mechanical and electrical services conform to high international standards and to the Malta Standards Authority requirements. Vodafone selected the most energyefficient light and equipment throughout the process while complying with good engineering practice to ensure reliability, safety and quality. The building is also BREEAM certified which is the leading environmental assessment method for buildings. 20
We encourage employees to work flexibly and remotely, and provide them with the communications technology to help them do so. Employees can communicate with each other through voice, video, instant messaging or web conferencing simply by clicking their colleague’s name on their PC. Vodafone is promoting the use of virtual conferences amongst all of its operating companies around the world. It is envisaged that this new direction will result in a significant reduction of business travel and it will address the registered increase in work related flights for the year 2011-2012.
Transport For a number of years Vodafone has insisted on a policy to limit the number of cars in our fleet. Our vehicle fleet has continued to drop over the past years and now stands at 46 vehicles.
Number of vehicles March 2008 55 March 2009 55 March 2010 49 March 2011 49 March 2012 46
ly in marked d e p p ro fore. ption d year be onsum e c h l t e o u t f Even mpared hen co les w 2 1 0 2 y vehic b n o i t mp Consu 4,785 Litres 4 Diesel 11 Litres 20 37,211 March 2 201 March
Paperless philosophy Vodafone has worked for years to restrict the flow of paper both internally and also in our relations with our customers. Vodafone makes a special effort to ensure that all its waste paper is recycled. During this period a drive to reduce printing and to clean up any unnecessary documents in both the archives and the offices was also underway. Vodafone has sent almost 13 tonnes worth of paper [12,645kg] to be recycled. This resulted in saving over 238 trees from April 2010 to March 2012. As part of our drive to cut down on paper, we registered a marked decrease in office paper purchased during 2012 when compared to 2011. This is in line with Vodafone’s paperless policy. Vodafone is instilling a paperless culture among its employees in order to avoid unnecessary printing. To support this culture we will be having centralised and controlled printing. A detailed report of printing record per employee will also be provided. Our aim is to follow up these amounts with a percentage target reduction per team.
April April
Pape rR 2008 ecycling – Ma rch 5,01 1 kg 2010
2010 –M 12,6 arch 201 45 kg 2
Paper purchased April 2010 – March 2011 3,792.5 kg April 2011 – March 2012 2,885 kg Vodafone is also currently using an Electronic Document Management System, which helps us store, retrieve and share documents electronically. To further reduce the usage of paper, Vodafone is also encouraging employees to use tablets. The company has also been promoting secure e-billing. By March 2012 the company had 42,223 unique customers signed up for secure e-billing. This is an increase of 491% over the previous reporting period [8,600 customers]. E-billing gives customers powerful insight into the breakdown of mobile phone bills. Vodafone customers can log at any time and view online not only their current bill, but also previous bills. Vodafone has also introduced Career Passport, a system whereby prospective employees and people interested in an employment with Vodafone can send in their CV digitally. This system does away with hard copies of CVs. 21
Eco-friendly phones In 2010 we introduced the ‘PUMA Mobile Phone’, an environmentally-friendly phone equipped with solar panels. Vodafone stocked this device, at very reasonable prices and we also offered discounts on this model to promote it as much as possible in the local market.
Recycling and reuse of mobile phones We have entered into a collaboration with a local company to responsibly dispose of redundant 22
electronic devices. In this manner Vodafone makes sure to fulfil its Duty of Care set forth within the Waste Electrical and Electronic Equipment (WEEE) directive. Our devices are being recycled in full European compliance adhering to all legislation as part of our zero landfill policy.
From April 2010 to March 2012 we have collected 1,552 mobile phones for reuse and recycling. Another 1,150 mobile phone were obsolete handsets that were sent for reuse and recycling as well. 2,675 mobile devices that were collected during the financial period under review were sent for recycling on April 2012.
Disposal of network waste All electronic and battery waste generated from our network operations is being collected by certified companies to dismantle. Vodafone strives to ensure that disposal of our network waste is only done according to the most rigorous international standards, so as to minimise our impact on the environment. In order to ship component parts for recycling to specialists abroad, we incur additional expenses, however, in this way we make sure that all our network waste is either recycled or disposed of in an environmentally sound manner.
April 2010 – March 2012 Disposal of total telecoms equipment waste 5,930 kg Recycling of total telecoms equipment waste 4,640 kg Recycling of batteries classed as hazardous 5,670 kg
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VALUING OU VODAFONE MALTA EMPLOYS TALENTED, COMMITTED PEOPLE WHO CAN HELP PROVIDE WHAT OUR CUSTOMERS WANT: THE BEST COMMUNICATIONS SOLUTIONS AND THE VERY BEST CUSTOMER SERVICE. WHILE UNDERSTANDING THAT EVERY INDIVIDUAL WORKS DIFFERENTLY, WE MAKE SURE THAT OUR EMPLOYEES WORK IN THE MOST EFFECTIVE WAY FOR THEM.
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OUR PEOPLE Employee satisfaction
Vodafone conducts its People Survey annually, to assess the satisfaction of our employees and listen to their opinions. This survey is conducted by a third party company, HAY consultants and confidentiality of responses is guaranteed. In 2010 98% of employees participated in our people survey and in 2011 this stood at 95% . We use these results to calculate an overall employee engagement score which was 80% in 2011 compared to 79% in 2010. Based on the results of the People Survey, we take action accordingly. For example, we focused on simplicity in 2011/2012 because the People Survey showed that Vodafone team members felt that simplicity was a priority for the company.
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Some of the most positive results were: People Survey outcomes
Scores 2010
Scores 2011
Employees are treated with respect
89
91
Employees are treated fairly (irrespective of background)
91
92
Vodafone operates ethically
93
94
Vodafone operates socially responsible
96
98
Vodafone values diversity
91
95
The background of an employee does not hinder his or her progress
90
93
Employees have access to training opportunities to develop skills and knowledge
78
84
Managers support work- life balance
85
86
Diversity
Employee development
Talented people come from all backgrounds. We promote diversity at Vodafone because we know it contributes to innovation and creativity and because a diverse workforce better represents our customer base.
We engage and motivate our employees through regular one-to-one meetings, through mentoring and support, by offering attractive pay and benefits, and by providing training and development to people at all levels of the company.
We have taken a number of actions to support the Vodafone Group agenda of truly promoting diversity and inclusion.
We encourage our employees to develop their fullest potential through training and coaching and to develop further their education. Between April 2010 and March 2012, we invested more than €138,500 in training and education.
Of our 319 employees, 173 are men and 146 are women. The percentage of women in our entire organisation is 46% as opposed to 54% men.
Work-life Balance Measures Vodafone Malta endeavours to provide the best Work Life Balance Measures on the market. Amongst these, Vodafone Malta has introduced flexible working arrangements; tele-working; 3 extra weeks of maternity leave with full pay; the right to reduced hours following the birth of a child; 2 extra days of paid marriage leave; 1 extra day of paid paternal leave; extra paid vacation leave depending on length of service and 3 days of paid community service leave. From April 2010 to March 2012 a good number of employees have taken the opportunity to tele-work while nineteen employees have availed themselves of the right to reduced hours following the birth of their children. The company has also extended its flexi-hour scheme from 07:00 to 09:00 in the morning. In October 2010, Vodafone Malta was formally certified by the National Commission for the Promotion of Equality as being one of the first organisations awarded with the equality mark. 26
Apart from the regular training programmes, Vodafone has other development programmes which provide further opportunities to the high potential people in the company. One of these programmes is the Inspire programme, which is Vodafone’s global talent management programme for future leaders. 3 of Vodafone Malta’s most promising and talented employees embarked on the Inspire programme between April 2010 and March 2012. Another training programme which we have launched in February 2012 is the Maximis programme. This programme is our local leadership development programme. 13 Managers and Senior Executives working with Vodafone Malta are currently participating in this programme. Maximis is aimed at accelerating the development of our people to become better professionals and leaders and is supported by a ‘world class’ learning experience.
“We make sure to employ talented and dedicated people who will provide the best products and services around. We thus need to truly value our people. We need to ensure that we keep them engaged and motivated. With these principles in mind we endeavour to provide them with the best environment and conditions at work and we seek to improve the quality of life of all our team members to help them balance their work and home commitments. “
Martin Gregory
Head of Human Resources
Students’ work experience Vodafone provides opportunities to students who study an array of subjects varying from Engineering to Law, from Marketing to Business Studies, from Communications to Financial Studies and from Management to ICT. We believe that among University students there lies the best talent on the islands to choose from. For the past years we have embarked on a programme where we offer University students a work experience while they can continue with their studies. The Vodafone Malta University Students Programme has been running for the past two years and so far we have had a very positive reaction from University Students who applied for this programme. Work placements start in June and students are offered a one-year contract. Students work full-time in Summer and then they shift to reduced hours in Winter depending on their study commitments. Between April 2010 and March 2012 we had 9 students who were enrolled on this programme. Moreover we have a Summer Work Placement Programme for MCAST students. In summer 2010 we had 6 MCAST students participating in this programme and another 9 students enrolled for the Summer 2011 programme. Many University and MCAST students are eventually engaged on a full time basis with Vodafone on completion of their studies.
Supporting employees to further their education We support employees to further their education in all levels of the company. Through our Education Funding Policy we invested over €200,000 for our employees. Over the last 10 years, Vodafone supported 71 employees through this initiative.
Between April 2010 and March 2012 we invested €14,012 where 8 employees who were being funded by the Education Funding Policy received 50% of the fees they paid to further develop their educational career.
International Opportunities Due to our global presence, Vodafone also provides an opportunity for its people to move abroad, expand their skills and develop their career whilst exploring Vodafone life in other countries all over the world. Over the last 6 years we had 15 Vodafone Malta employees who have taken on short-term assignments, long-term assignments and even permanent moves to Group or other operating companies.
Wellbeing We make sure that employees work in a safe environment and have access to the support they need to keep fit and healthy. To make sure that we have happy, healthy and productive employees, we provide a range of wellbeing and occupational health services. We provide free medical consultations, free eye sight tests every two years, annual influenza vaccines, health screening for high risk jobs, and talks by professionals on a wide range of health and well-being issues. We do not care only about our employees’ but we give utmost importance to their families as well. An initiative in this regard was a free foot screening session for children whose parents work with the company thanks to our collaboration with the Birkirkara Health Centre’s Podopaediatric Clinic.
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We Care Many Vodafone Malta employees raise funds, make donations and give their time to charities as volunteers. We support their efforts and as a company we do our share as well.
Donating money to charities In December 2011 Vodafone decided to donate money to charity instead of giving out the usual corporate gifts. This idea was successful thanks to Vodafone’s corporate customers who chose 3 philanthropic organisations to donate the money to. Fondazzjoni Suret il-Bniedem, St Patrick’s Salesian School and an international initiative supported by Vodafone Group, the Moyo Challenge all benefitted from Vodafone Malta’s initiative. Meanwhile on February 14, Vodafone Malta joined its counterparts across the world to celebrate the Vodafone Red Heart Day to help raise awareness and money for the Moyo Challenge. This challenge seeks to treat and make a significant contribution to the eradication of suffering from obstetric fistula in rural Tanzania. Wearing a touch of red, Vodafone Malta team members gave money to Cupid who went round the offices distributing chocolates and balloons for the occasion. Employees also bought Moyo wristbands as a way of donating funds.
Between April 2010 and March 2012, Vodafone employees contributed over €19,000 in Vodafone’s annual initiative of solidarity. Through the Vodafone employee contribution for Charity Scheme, employees make a monthly voluntary donation that is deducted directly from their salaries. Employees choose 3 organisations every year to which donations are made. In 2011 €9,000 were divided equally between Id-Dar tal-Providenza, Inspire and Caritas. In 2012 another €9,000 were donated equally to Puttinu Cares, Id-Dar tal-Providenza and Inspire. The remaining money is carried forward for the following year. Vodafone employees collaborated with MCAST students to produce a Christmas-themed music video that raised €2,300 for children housed at Piccola Casa di San Giuseppe in Valletta. The music video ran in all Vodafone stores across Malta and Gozo and on Vodafone’s Facebook page and other social media channels. This music video was also backed up by Vodafone’s SMS marketing. The video featured an SMS donation number through which the general public could donate money. 29
Donating Blood In December 2011 Vodafone employees responded numerously to the constant appeals put forward by the Blood Donation Centre to give blood. A blood donation event was organised as a build up to the numerous Christmas events. Vodafone wanted to celebrate Christmas by giving a special gift to the Maltese Society at large. It was an activity that everyone wanted to contribute to and the number of new donors was extremely positive.
Encouraging Sports Health and wellness is an important aspect of our corporate culture and Vodafone does its utmost to support it. A number of Vodafone employees take part in different sport activities which they combine also with a philanthropic objective. These include participation in the President’s Fun Run which is organised every December and active participation in the Land Rover Malta Marathon. Furthermore, a group of 6 employees took on the challenge of the Kinder Swimathon organised in aid of the Inspire Foundation while 6 Rugby enthusiasts formed an ad hoc rugby team to play rugby games together with 22 residents from San Blas Therapeutic Community provided by Caritas Malta. Other sport events include water polo games, football games and different sport initiatives.
Hours donated to charity 270 Vodafone employees including management were involved in a number of team building events with a difference. Between April 2010 and March 2012 Vodafone employees donated a total of 1,094 hours to voluntary work, whereby people from different departments lent a helping hand in various philanthropic activities. The organisations and homes that benefitted from these events include Dar ilKaptan, St Joseph Home and its Independent Living Project, Piccola Casa di San Giuseppe, Rainbow Ward and Disney Ward at Mater Dei Hospital, Dar Qalb ta’ Gesu and St Vincent de Paule among others.
Helping evacuees from Libya During the uprising in Libya, evacuees from this country were arriving into Malta. These people were finding great difficulty in communicating with their families. Aware of this reality, 4 Vodafone employees took a personal initiative and spent one of the busiest nights distributing around 700 sim-cards to all people arriving in Malta. On this particular night 2 catamarans together with the HMS Cumberland made their way into Maltese waters. Vodafone Malta welcomed this initiative immediately and the company decided to help out by providing its team members with sim-cards to be distributed for free to all evacuees arriving in Malta. Considering the humanitarian plight that these evacuees were facing, the company gave out credit for free to anyone who had no money but wanted to make a phone call home.
Helping the environment Vodafone Malta allocated €20,000, in favour of local councils and the embellishment of localities. These funds were distributed equally to 5 local councils to help them partly finance embellishment projects in their respective localities. The projects chosen were those submitted by the Mdina, Cospicua, Gżira, Qala and Ħal-Safi local councils. This Environmental Initiative was launched to celebrate Vodafone’s twenty years of operations in Malta. The projects chosen varied from embellishment works in playing field areas, to works carried out in new public gardens and from transforming abandoned land into a picnic area to embellishing one of the oldest squares on the Island.
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For the benefit of society The Vodafone Malta Foundation works to improve the daily lives of people in vulnerable situations. The Vodafone Foundation focuses on supporting social projects that make a difference to the Maltese community.
The Vodafone Malta Foundation supports organisations that: Effect social change Promote health and medical development
The Vodafone Malta Foundation is an entirely separate entity from Vodafone’s commercial operations. 32
Protect the environment Safeguard national culture and heritage
“The Vodafone Malta Foundation operates in a way that makes it possible for people to enhance their living standards and meet their present needs so as to look forward to a brighter future. This can mean sharing the benefits of development in mobile technology thus promoting social inclusion or the investment of the Foundation’s money and efforts into projects aimed at making our world a better place to live in. Projects submitted are carefully examined and once accepted are monitored to ensure that funds allocated are used efficiently and responsibly.”
Gemma Mifsud Bonnici
Chairperson Vodafone Malta Foundation
Since its inception in 2003, the Vodafone Malta Foundation has donated €2.9 million to local causes across Malta and Gozo. As a non-profit organisation the Vodafone Malta Foundation is managed by a board of administrators composed mainly of independent members.
The Vodafone Malta Foundation is led by former First Lady, Mrs Gemma Mifsud Bonnici. The current board members are: HE Mr Rob Luke The Hon. Karmenu Vella Mr Martin Gregory Mr Jason Pavia
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These are some of the main projects and initiatives that the Foundation supported between April 2010 and March 2012:
Ġgantija Temples The Ġgantija Temples are offering an enhanced visitor experience thanks to a direct investment of €200,000 by the Vodafone Malta Foundation. The Ġgantija temples were erected around 3,500BC and are reported to be among the very first free standing structures in the world. The Vodafone Ġgantija Project consisted of incorporating two new lightweight walkways which will now take visitors straight into the heart of the temples. This structure protects the original prehistoric floors whilst providing visitors with better visibility. A number of interpretation panels are incorporated in the railing design to provide better understanding of the prehistoric temples. The project also includes an interactive digital and virtual tour of Ġgantija. The temples have also been decked out with an environmental monitoring station which measures exposure to environmental elements and the site has been made safer with the installation of a remote security system. The money donated by the Vodafone Malta Foundation ensures the protection and conservation of these megalithic temples.
Voices For yet another year, the Vodafone Malta Foundation extended its support to the much-awaited Voices concerts. During this period, the Vodafone Malta Foundation dedicated €80,000 to support the Voices concerts. The ten performances by the 200 strong choir and a live band were well received and attended. Voices is completely made up of volunteers who every two years dedicate their summer to raise funds for deserving charities. The sum raised to date has reached over €1.5 million. The Vodafone Malta Foundation supports Voices since the goals of both organisations are complementary to one another and both have a common interest to improve the lives of the Maltese Society with their projects and initiatives.
Beyond the Moon Since 2008, the Vodafone Malta Foundation has been supporting Beyond the Moon. It all started when Daniel Abela took on the challenge of rowing single-handedly from Sicily to Malta, in aid of the Puttinu Children’s Cancer Support Group and Beyond the Moon. Beyond the Moon offers families with a seriously ill child the opportunity to enjoy a memorable, cost-free vacation in a child-friendly environment and to spend carefree quality time together, far away from hospitals and treatments. The challenge sponsored by the Vodafone Malta Foundation, raised funds to pay for a dream holiday at Disneyland® Resort Paris for families with a child suffering from cancer or another severe illness. 34
Up to now, the Vodafone Malta Foundation donated €60,000 to this initiative. In 2011, Pascale Somers, Beyond the Moon Co-Founder and Manager acknowledged this generous donation and personally handed out a Bronze award to the Vodafone Malta Foundation and entrepreneur Daniel Abela in recognition of their significant support, which at that time had allowed 10 families to realize their dream vacation together with their children. Both parties will very shortly be granted a Silver Award by Beyond the Moon as appreciation for having offered a family vacation to 20 Maltese families and providing them invaluable and unforgettable moments of hope, energy and joy. “After all the time spent at the hospital, fighting for their lives, Liam and Zak spent three days at Disneyland with a big smile on their faces. The activities around them were like a lot of therapy sessions in one day and they were great fun. Watching the kids having fun and smile, is something we will never forget,” commented one of the families. The Vodafone Malta Foundation has over the years been one of the main partners of the Puttinu Cares Children’s Cancer Support Group.
Inspire Multisensory Theatres The Vodafone Malta Foundation donated €30,000 to Inspire, the Foundation for Inclusion’s colourful multisensory theatres, in order to purchase and replace much needed equipment. This has ensured that those attending for their therapy can continue to work on their physical, intellectual, emotional or behaviour therapeutic goals in an environment which is fun. There are three multisensory theatres at the Inspire Centre in Marsascala, which offer different therapeutic services. They focus on particular senses, such as touch, vision, sound, smell, taste and movement. These theatres are providing to be a great success and are being used for 450 to 500 sessions each month. Claire Agius has been sending her son Kyle, now aged 10, to therapy sessions in the multisensory theatres since he was four years old. Kyle was diagnosed with Pervasive Developmental Disorder, which is on the autism spectrum. He understands everything that is going on around him but he does not talk and is being taught sign language. “He has no physical disability but because he cannot express himself clearly he often gets very frustrated, when he tries to speak and says ‘Mama’ and ends up crying. However, Kyle loves his sessions and gets very excited each time, rushing to put on his special shoes. You can see he’s enjoying every minute,” said his mother.
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Caritas Caritas Malta embarked on an electrical upgrade at the San Blas Complex with €30,000 in funds donated by the Vodafone Malta Foundation. The electrical system dated back to the time when it was occupied by the British navy with little or no upkeep after they vacated the buildings. The upgrade and the extensive system that services the whole San Blas Complex has been decked out with new consumer units, cable management, replacement of power points and new interior lighting. Outside lighting has been replaced with energy saving metal halide equipment. The upgrading project has also included repairs to the CCTV system and new dusk-to-dawn equipment in the tennis court that will drastically reduce electricity consumption at San Blas. The project is being executed over two years. The work has been quite extensive and Caritas will be continuing the project so that all its blocks, including the Administration Block, residential areas, kitchen and dining area, recreational pitch, storage areas and the Chapel, will be fitted in with much-needed brand new systems. So far the Vodafone Malta Foundation has donated €50,000 to Caritas Malta.
Special Olympics Special Olympics Malta is another organisation which receives continuous support from Vodafone Malta. The Vodafone Malta Foundation has donated €16,000 to Special Olympics in the past two years. Vodafone’s support covered also the participation of 38 athletes who were named to represent Malta at the World Summer Games in Athens in 2011. These games represent the highest level of sporting competition for such athletes in the world. Around 7,500 athletes from all over the world took part in the 2011 games. The Maltese athletes were accompanied by a delegation of coaches, parents and assistants. The delegation included also three Vodafone employees who gave their time and support on a voluntary basis. The Maltese athletes took part in several sporting disciplines including, Aquatics, Athletics, Bocce, Bowling, Football and Gymnastics.
Palazzo Falson €6,000 were donated to Fondazzjoni Patrimonju Malti to help in refurbishing and maintaining Palazzo Falson in Mdina and its collections. The ultimate aim of this project is for Palazzo Falson to culminate in a state-of-the-art museum. The project which was supported by the Vodafone Malta Foundation aids in enabling the protection and presentation of Maltese cultural and art heritage through new technology and the proper presentation of exhibits. 36
Organisations wishing to apply for grants may download the application form, from www.vodafone.com.mt For more information about the Vodafone Malta Foundation’s funding procedures contact Ms Roberta Pace on roberta.pace@vodafone.com
Other organisations supported by the Vodafone Malta Foundation include:
Arka Foundation Astra Theatre Cystic Fibrosis Trust Dar il-Kaptan Dar l-Emigranti Dar Sagra Familja Din l-Art Ħelwa English Speaking School Equal Partners Good Shepherd Home Helen O’Grady Academy Jesus of Nazareth - Żejtun Land LifeCycle Lily of the Valley Malta Aviation Museum Malta Community Chest Fund Malta Wheelchair Dance Association MASMOM Classique Foundation Podopaediatrics Unit Provinicial Curia St Joseph Home - Santa Venera St Joseph Home - Żabbar
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Results a 38
n
rgets a T d
SUBJECTS
RESULTS 2010/2012
OBJECTIVES 2012/2014
PRIVACY
• Mandatory training for staff • Information available in Vodafone’s Code of Conduct
• •
SECURITY
• Mandatory training for all employees
• Continuous training and awareness on Security
ANTI-BRIBERY
• Mandatory training for all employees • Compliance with Vodafone’s Anti-Bribery Policy • Compliance with Vodafone’s policy on receiving and giving gifts
• •
Continuous training and awareness on Anti-Bribery E-learning module to be taken by all on privacy as part of the Code of Conduct
RADIATION AND HEALTH
• •
Collaborated with the Parliamentary Committee for Social Affairs Provide regular information on the Vodafone Malta website about Radiation and Health
• • •
To always remain compliant with International and national guidelines however they may be amended Provide easily accessible objective information to all our customers Continue providing transparent information to all stakeholders
HEALTH AND SAFETY
• • •
Online training for all employees Mandatory training sessions about health and safety and about Vodafone’s absolute rules PSA Campaign on local radios on how to drive safely
• • •
100% compliance across our subcontractor base with Vodafone’s Health and Safety Regulations Continuous discussions and communication with our subcontractors Seek and act on feedback from employees on health and safety
MOBILE PHONE USE BY YOUTH AND CHILDREN
• • • • •
Providing information to create awareness through the press Broadcasted a PSA Message on local radios Coordinated with the MCA Hosted an expert speaker from Vodafone Group who held a seminar for future educators Supported BeSmartOnline! Programme
• Launch the Digital Parenting Initiative • Continue to raise awareness on the topic • Provide the necessary tools to parents • Continue to support the BeSmartOnline! Programme
Enforce privacy protection in the way we operate E-learning module to be taken by all on privacy as part of the Code of Conduct
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SUBJECTS
RESULTS 2010/2012
OBJECTIVES 2012/2014
PRICE PLANS
• Introduced price plans which are clear and address a wide range of consumers • Text notification to warn subscribers who are about to use their monthly bundles
• We will continue to launch tariff plans which are relevant to consumers and which address their communication needs.
STAYING IN TOUCH
• • •
Apart from 247 we opened other channels of communications with our customers including emails and Facebook We send out a short survey to our customers to obtain their feedback We opened 4 new retail outlets to be closer to our customers
• •
We intend to answer 80% of calls within 30 seconds We intend to answer 100% of emails within 24 hours
MAKING PRODUCTS ACCESSIBLE
• • •
Introduced a scheme which funds mobile devices for people having visual and hearing difficulties Produced 3 awareness video messages on the practical use of ICT for people with disabilities Introduced mobiles, Smartphones and Tablets at very affordable prices
• •
Continue our collaboration with FITA to make technological products available for all Launching the Smartphone Crew
ROAMING
• Introduced Vodafone Passport – offering the lowest prices for using data while abroad • Introduced Vodafone Traveller – which provides local rates for using the phone while abroad • Introduced a capping on data usage when abroad
• •
Continue providing the most affordable roaming rates on the market Aiming to give customers predictability of charging
NETWORK
• • •
• •
100% adoption of single RAN across all our entire networks Completing our modernisation plan of our core network and transmission network to continue driving efficiency
Installation of single RAN across our 3G network which is demonstrated to be up to 40% more efficient Renewal of all our power equipment at the engineering and operations building Efficiency in carrying traffic increased by over 50%
SUBJECTS
RESULTS 2010/2012
OBJECTIVES 2012/2014
BUILDINGS
• • •
• • •
BUSINESS TRAVEL
• Encourage employees to work flexibly and remotely
PAPERLESS
• • • • • •
Sent almost 13 tonnes worth of paper for recycling All waste paper was sent for recycling Drive to reduce printing and clean up of unnecessary documents Using an Electronic Document Management System Increase number of customers on secure e-billing Introduced Career Passport
• • • •
MOBILE PHONES
• •
In 2010 we introduced the PUMA mobile phone equipped with solar panels We entered into a collaboration to responsibly dispose of redundant electronic devices
• Consolidating on existing recycling efforts whilst raising more awareness on the need to recycle responsibly
DONATIONS
• Donated money to charities instead of giving out corporate gifts • Participated in the Vodafone Moyo Challenge • Employees contributed over €19,000 to Vodafone’s annual initiative of solidarity • Produced a Christmas video to raise money for Piccola Casa di San Giuseppe • Organised a Blood Donation day • Promoted voluntary work and team building initiatives • Sponsored €20,000 for 5 different local council projects
Creating awareness among Vodafone staff during compulsory Security Awareness training Replaced non-operational electrical equipment with modern and energy efficient equipment Selected the most energy-efficient equipment and lightings for the new head office
Energy audits for all our locations Implement short or long-term measures to further reduce energy consumption New Head office designed to be energy-efficient
• Reduce the need for our teams to travel overseas for meetings
• • • •
Instilling a paperless culture to avoid unnecessary printing Centralised and controlled printing Detailed report of printing record per employee A percentage target reduction per team will be introduced
Continue to actively participate in Vodafone’s Red Heart Day Continue donating money through the Employee Contribution Scheme Participate actively in Paqpaqli ghall-istrina through the Raise Your Game initiative Use our mobile technology for good in society
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Vodafone Malta Limited SkyParks Business Centre Malta International Airport Luqa LQA 4000 Malta For more information visit : vodafone.com.mt/sustainability 速 Vodafone Malta Limited 2013 February 2013