Partner for digital transformation

Orange Middle East and Africa

2017 Edition

A shared ambition

Ensuring connectivity to provide our customers with essential services is at the

heart of our priorities.

Yves Gauthier CEO Orange Morocco

There are already 400,000 m-agri customers in Mali.

Alassane Diene CEO Orange Mali

In its role as a leading mobile data provider, Orange continues to support Tunisia in its digital transformation. More than 7,000 young people have received training from the Orange Developer Center.

Thierry Millet CEO Orange Tunisia

Africa is the birthplace of the bank 3.0, with Orange Money

launched in Côte d’Ivoire in December 2008.

Mamadou Bamba CEO Orange Côte d’Ivoire

Digital will account for 10% of African GDP in 2025 thanks to

productivity gains and the growth of services such as e-commerce.

Patrick Benon CEO Orange Botswana

Orange has 121 million customers across the region including 34 million in Egypt.

Jean-Marc Harion CEO Orange Egypt

Connectivity, innovation and solidarity are at the heart of the momentum of Orange Madagascar.

Michel Degland CEO Orange Madagascar

Orange is starting to replicate African success stories in Europe.

Elisabeth Medou Badang CEO Orange Cameroon

Orange Middle East and Africa turned in another strong performance this year with turnover of €5.2 billion and growth of 2.6%. Today we are resolutely committed to our role as a partner for digital transformation in Africa and the Middle East.

I am confident in our ability to retain our position as a leading partner, not only for our 121 million customers but also for the countries, communities and companies who we work with, sharing a pragmatic vision and respectful and sustainable development methods.

The continent’s digital transition, which is closely tied to the lack of physical infrastructure, offers exceptional opportunities for growth from which we hope to benefit.

Jean-Michel Garrouteigt CEO Orange Democratic Republic of Congo

Joining the Orange Group means accessing cutting-edge and tailored innovation in Africa.

Sekou Drame CEO Sierra Leone

With the support of operators, digital acts as a catalyst for

greater social inclusion (banking, education, agriculture, etc.).

Mamadou Coulibaly CEO Liberia

Supporting digital transformation in Senegal means underpinning every aspect of its development – whether economic, social, cultural or artistic – to benefit all stakeholders.

Alioune Ndiaye CEO Sonatel

Through its presence in Africa and the Middle East, Orange supports the development of countries like ours.

Seydi Ahmed Sy Sarr CEO Orange Guinea Bissau

Orange encourages innovation and local entrepreneurship with incubators such as Cipmen.

Brelotte Ba CEO Orange Niger

Proud to join the extended Orange family.

Ben Cheick Haidara CEO Orange Burkina Faso

Orange is investing heavily in 4G and fibre optics, for example in Jordan.

Jérôme Hénique CEO Orange Jordan

Orange puts ethics and compliance at the heart of its

development strategy.

Corinne Lozé CEO Orange

Central African Republic

Bruno Mettling Orange Deputy CEO Orange Middle East and Africa CEO

@BrunoMettling

Orange network reliable and extensive

Our brand strong and renowned

Distribution network local for customers

Women and men competent and committed

Our strengths

Innovation at the heart of our approach

Mobile usage for a peerless customer experience

Mobile financial services with Orange Money

B2B and IT services partnering with businesses and administrations

Energy bringing electricity to rural areas

Using mobiles for development m-agri, e-health, e-education

Our intitiatives

Our ambition

To be a major player in digital transformation in Africa and the Middle East

Our presence in Africa and the Middle Eastas of 1st January 2017

over 1 in 10 Africans is an Orange customer

€5.2 billion in turnover

20,000 employees

€1 billion in investment

121million customers

million customers

30

Botswana, Burkina Faso, Cameroon, Central African Republic, Côte d’Ivoire, Democratic Republic of Congo, Egypt, Guinea, Guinea Bissau*, Liberia*, Madagascar, Mali, Mauritius, Niger, Senegal, Sierra Leone**, Tunisia.

* Under the Smile Money brand** Under the Airtel Money brand

17 Orange Money countries

Orange African Social Venture Prize

750

5 projects rewarded

projects received

€ 50,000 awarded to prize winners

21 countries

Burkina Faso

Liberia

Sierra Leone

over 20 yearsof Orange support for African football

3 countries in which Orange is present will play host to the Total Africa Cup of Nations

10 countries in which Orange is present took part in the Total Africa Cup of Nations, GABON 2017

over 3 millionOrange Football Club fans

Orange renews its partnership with the African Confederation of Football for eight years.

Orange is the official sponsor of the Africa Cup of Nations 2017

including 3 new countries since January 2016

Botswana

Equatorial Guinea

Guinea

Guinea Bissau

Sierra Leone

Liberia

Burkina Faso

Cameroon

Côte d’Ivoire

MaliNiger

Morocco

Tunisia

Democratic Republic of Congo

Central African Republic

Egypt

Jordan

Iraq

Madagascar

Mauritius

Subsidiaries

Orange Labs

Technocentre

Orange Services Group

Senegal

Building tomorrow’s networks today

Extending coverage

In Africa and the Middle East, traditional mobile voice call services are increasingly being offered alongside internet access and data transfer services. By 2020, 40% of the population should have internet access from their smart device. In this context, we are carrying out major infrastructure projects to extend mobile coverage to as many people as possible, with a particular focus on rural areas. We are also optimising the performance of our network by rolling out 4G. At present, we already offer very high speed mobile broadband (4G) in around ten countries, including Botswana, Jordan, Morocco, Senegal and Côte d’Ivoire. We also hope to provide coverage in another four or five countries by 2018. Rolling out very high speed fibre optic broadband is also a prerequisite for growth in terms of internet usage. Our fibre optic network, which now spans more than 30,000 km, is bringing enhanced connectivity to business and retail customers alike. By our estimates, we have a potential market of 1 million customers in the MEA region who will be connected to fibre optics by 2020.

Upgrading our networks

We constantly upgrade our networks to stay one step ahead of our customers’ expectations. That is why we are moving towards full IP, the Cloud and the virtualisation of our networks’ functions to ensure that they are flexible and can be programmed in real time as needed. The transformation will be complete across the continent by 2020, when we hope to have transferred 70% of voice services to VoIP and 95% of internet services to BBoIP. Optimising performance is also a question of sharing our infrastructure and pooling resources with others. That is why in 2016, we decided to bring all network activities and service platforms for African countries together in the GNOC (Global Network Operation Centre) to guarantee optimal network quality and improve operational performance.

Improving access to mobile telephony

Faced with an exponential rise in demand for low-cost smartphones and with a view to optimising mobile internet access for all, the Group is committed to the world of smart devices. We offer a comprehensive range of affordable 3G and 4G-compatible devices. This includes the Rise 31, a smartphone tailored to the needs of African users offering a wealth of smartphone innovations for a minimum price of just $40. We are also launching mobile packages that include smartphones, data, voice calls and digital services at accessible prices.

Networks have a key role to play in the digital transformation of the African continent. Central to our role as an operator, they confer a strategic advantage as we seek to bring connectivity to as many people as possible, allowing for digital sharing. The challenge for us is to build a reliable, high-quality infrastructure throughout the ever-growing area where we are present.

Following our 4G rollout, we’re now bringing high fixed broadband to business and retail customers in Côte d’Ivoire. A true technological innovation, fibre optics promise Ivorian users bandwidth of between 200 Mbps and 600 Mbps, along with high-quality end-to-end performance.

At Orange, we are using fibre optics to help businesses download and share large volumes of data, and Ivorian families to access a new internet and voice call experience. A comprehensive range of services is linked to fibre optic technology: HD TV, on-demand video, VoIP, 3D online gaming, etc.

Orange Rise 31 Special Edition

Orange Rise 31 Special Edition

Orange is partnering with Google to offer services tailored to the African market. We are launching the Orange Rise 31 Special Edition, a new 3G smartphone running Android 6.0 Marshmallow, in 10 countries in the MEA region. It is coupled with an affordable data tariff and popular Orange and Google services such as YouTube and Google Search.

Global Network Operation Centre: collaborating on network supervision

countries

network engineers and experts

million customers served

28053

9

Fibre optics, the ‘must-have’ for connectivity

Offering an optimal customer experience

A practical and streamlined customer relationship

Throughout the customer journey, our services must be intuitive, fast and easy to understand and install. This is our guiding principle as we seek to understand the needs, expectations and limitations of our various customers, ensuring the same level of support is available to all, whether they are buying their first phone or upgrading devices in their home or office. Similarly, we are taking advantage of new technology as we simplify and enrich our interactions with customers. Specifically, we are rolling out CRM 360, developing m-care with the Orange et Moi application, developing the m-shop, making our presence felt on social media, and much more.

The local distribution network for all

Orange works with a network of 750,000 resellers, which is the largest structured grid in Africa. We also have over 2,000 branded stores.

This distribution network ensures that we are rooted in the countries we serve, offering high-quality services and building strong relationships between customers and the Orange brand. In this we are indebted to 20,000 Orange employees and their commitment to providing the very best customer experience.

A unique brand experience

Orange has a strong brand that is perceived as innovative and reassuring in all the countries where we have a presence. It is the bonds we forge with our customers that enable our brand to take root and grow. Through digital technology, we are promoting closeness, sharing and dialogue by offering everyone the opportunity to live out their passions through web platforms such as Orange Football Club and Orange Music Club. By renewing our partnership with the Confederation of African Football (CAF) until 2024, we are also reiterating our commitment to African football and the millions of our customers that love it.

Exceptional customer experiences are based on quality: the quality of our network performance, of our products and services, and of the relations we forge with our customers on a daily basis. Our priorities are to simplify, personalise and enrich the customer experience, because we believe that these commitments are the key to ushering in the digital transformation in Africa and the Middle East.

Orange customers have told us that they need more independence, so we are working hard to make “do-it-yourself” our motto. The aim is to offer everyone the opportunity to take control of the management of their mobile services whenever and however they wish. With the Orange et Moi application, customers can have 24/7 access to their personal portal at the touch of a finger, manage and customise their services, view and pay their bills, monitor their usage, manage their options, buy a new mobile and even find their nearest store.

Digitising an entire distribution channel

Nomad

Nomad is an Android application that facilitates the authentication and activation of new accounts and services. First and foremost, in-store sellers can identify prepaid customers, and sell SIM cards with prepaid voice and data packages from their mobile or desktop. However, the key benefit of Nomad is that it enables itinerant resellers to enter records, take the photos required for subscriptions, replace lost or stolen SIM cards and sell value-added services. Nomad’s long-term vision is to become the sales portal for all Orange products and services for street resellers. Available in 14 countries in which the Group has a presence, Nomad helps to simplify the customer journey and improve the performance of the distribution network.

CRM 360: Putting the customer at the heart of our business

Already in force in Morocco, Niger and Cameroon, CRM (and the 360° perspective) aims to simplify dialogue with our customers by recognising them and retaining the history of their relationship with Orange across our various contact channels (including customer services, stores and social media). Ten other countries are set to join this initiative, enabling us to improve our performance and efficiency, thereby increasing customer satisfaction throughout all stages of the journey.

Orange et Moi: a simple and fully independent customer experience

Orange Money: setting the standard for mobile payments

Mobile technology is revolutionising banking in Africa by offering a financial transaction tool for people without access to financial institutions. As a result, over half a billion people have access to a “mobile money” account in 2016. By offering users the opportunity to carry out transactions that have previously been the preserve of the elite, financial services by mobile are a true catalyst for economic and social development across the continent.

Orange has been a player in the mobile money market in Africa and the Middle East since 2008 when we launched Orange Money: an electronic currency solution linked to a mobile number. With Orange Money, our customers can withdraw cash, pay their bills, make payments to partner businesses, transfer money to friends and family, buy airtime and much more.

A major player in pan-African integrated financial services

In 2016, Orange became a licensed Electronic Money Institution in Senegal, Mali, Côte d’Ivoire, Guinea and Democratic Republic of Congo, thereby strengthening our position as a major player in the mobile financial services sector in Africa. September 2016 also saw us inaugurate our Orange Money Compliance Expertise Centre (CECOM) in Côte d’Ivoire, which oversees risk management and compliance for our mobile money activities.

Orange Money is present in 17 countries and will soon be rolled out to the other countries where we operate. This initiative aside, we also plan to develop our range of financial services to better meet the needs of our customers: particularly in terms of micro-loans, savings and transferring money from a bank account to Orange Money. We hope to turn our flagship solution for Africa and the Middle East into a truly universal online payment method.

Half the population in Africa and the Middle East now own a mobile phone. The number of smartphone users has doubled and access to digital is becoming an essential requirement for many. At home and at work, people are increasingly using their mobiles in new ways. Our strategy is to support the development of these new usages by offering innovative services tailored to people’s needs. One example of this is our mobile banking service range.

Offering value-added services

turnover growth in 201658%

worth of Orange Money transactions in 2016

$14.5 bn

Scan this QR code to watch the Orange Money video.

E-commerce: the new driving force behind mobile usageE-commerce, which is booming in Africa and the Middle East, is a key subject with close ties to mobile usage. That’s why we have entered into a partnership with Jumia: a leading player in African e-commerce that owns 10 sales platforms in 23 countries that are visited by millions of internet users on a daily basis. Our investment in Jumia means that we can sell Orange MEA products and services online in the 12 countries in which we have a common presence. Furthermore, Jumia customers in these countries can also make purchases with Orange Money.

350 million smartphonesIn 2017, Africa will have over 350 million smartphones, which is 50% more than in 2015.

Supporting business growthFrom large international companies to local SMEs, start-ups and self-employed professionals, all businesses in African and Middle Eastern countries make a significant contribution in terms of economic and social development. Our aim? To help these businesses by delivering tailored products and services, support and high-quality customer relationships, so that they can use their momentum to bolster their country’s growth.

Scalable solutions for professionals and SMEs

Professional customers represent over 90% of businesses on the continent. Whether they are taxi drivers, mechanics, doctors or young entrepreneurs, they all want easy access to new technologies with a view to boosting efficiency and growing their business, while controlling their costs. Along with dedicated mobile and internet solutions, Orange offers innovative services such as Cloud Pro and voice SMS. We also deliver specific solutions designed to help SMEs to professionalise their business and enhance their image, including a mobile device management solution, a mobile PBX service and Web Express, a simple company messaging solution that combines a domain name and a website that can be set up in no time at all.

Big companies: for performance that measures up to business challenges

Large companies continue to prioritise capacity and continuity of connectivity. This is why we develop reliable, efficient services for our customers in a range of fields, including fixed and mobile internet access, business networks, security, M2M and data centres. We work with Orange Business Services, the world leader in integrated communication solutions, to provide key accounts with the world’s largest voice and data network for a seamless experience. Our Group is also a key partner when it comes to installing services such as video surveillance or geolocation, or developing new uses of technology related to connectivity, e-commerce and e-electricity, for example.

When it comes to business customers, we strive to stay as local as possible and build unique, efficient customer relationships, from approaching small businesses on a one-to-one basis, to Pro corners in shops, to opening Business branches in a number of countries.

Our customers have a range of needs, which is why the services we offer are tailored to their usage and budget. For example, the hybrid tariff for mobile device fleets enables professional and SME customers to pay for a mobile tariff for their employees, who can then choose to make additional top-ups on a pay-as-you-go basis.

Tailored solutions to meet every requirement

The high-potential B2B market

2 million professionals

200,000

SMEs

annual growth for Orange

Dedicated customer relationship

Orange Group identifies, supports, and promotes entrepreneurs – contributors in the economic development of the continent. Orange Digital Ventures, the Group’s investment fund, has financed Jumia and Afrimarket in particular, which have revolutionised content services and e-commerce. Orange MEA provides business creators with all of the information on support tools via its Orange Entrepreneur Club portal: 5 incubators, 4 Orange Fab in the area and 118 Digital Homes, as well as investment funds like Teranga Capital in Senegal - not to mention the Orange Social Venture Prize with 750 applicants since 2011, helping to utilise innovation for the benefit of all.

Multifaceted support for African entrepreneurship

8%

Agriculture provides 60% of jobs and is the main source of income for over half of the rural population of sub-Saharan Africa. It is key to the development of the region. For a number of years, ICT has helped to improve productivity and yield.

Orange is supporting this change by developing a range of mobile services in the fields of finance, training, information and resource pooling to optimise the productivity, product sales and income of farmers.

Orange is also guiding and rewarding innovative start-ups with the Orange African Social Venture Prize. Since 2011, 20 winners have collectively received €315,000 and enjoyed hundreds of hours of expert support.

Developing the resources of tomorrow

m-agriculture services to boost agricultural productivity

Digital is the new driver for growth in Africa in fields as diverse as energy, education, healthcare, agriculture, payment and distribution. This digital transformation is essential for the development of the continent and it also offers incredible opportunities to operators such as Orange. Our challenge is to seize these opportunities to secure growth for Orange in Africa and the Middle East.

Bringing electricity to rural areas

Around 90% of the rural population of sub-Saharan Africa lacks access to electricity. To combat the isolation and assist the socio-economic development of these regions, Orange has launched several pilot projects aimed at bringing electricity to rural areas. By supplying solar kits to remote villages in Cameroon, Senegal and Côte d’Ivoire, Orange hopes to provide these communities with access to lighting, mobile charging, radio, television, and much more. This “green” energy comes at an affordable price that can be paid with Orange Money.

Tunisia: the first smart electricity meters

Orange is offering “on-demand smart meters” to cut meter-reading costs and reduce the risk of fraud. We’ve installed a dedicated infrastructure with a view to securely connecting and managing millions of devices. Since September 2016, we have partnered with Tunisian utilities company STEG (Société Tunisienne de l’Électricité et du Gaz) to install 100 smart meters. When the service is launched commercially, we estimate that nearly 4 million meters could reach homes and business across the region.

e-health: improving access to care

At Orange, we’re doing our part to improve care access and conditions, and to bolster disease prevention by offering innovative solutions in the field of data sharing and transferal. In Côte d’Ivoire, for example, Orange has partnered with UNAIDS and the Ivorian health ministry to develop the m-Tew service, which aims to raise awareness among HIV-positive patients of antiretroviral treatment programmes and how to follow them.

What is our goal?To foster the social and economic integration of young people and women facing hardship by promoting health and education throughout the MEA region.

How will this be achieved?By setting up 55 Orange Villages (each with a water source, a health centre and a school) to help 250,000 people.

By providing kits with free educational materials to 500 schools in 12 countries: these Digital Schools will benefit 130,000 pupils.

By creating 11 Solidarity FabLabs in Africa in 2016, with a view to supporting the professional integration of underprivileged youth through digital manufacturing.

By establishing 70 Digital Homes where we can welcome women living in poverty and where they can receive training to find paid work and gain greater independence.

www.fondationorange.com

$48 billion in additional potential revenue for farmers by 2020 thanks to ICT

Sooretul e-commerce for agricultural products

Sooretul is an online store selling items crafted from agricultural products by communities of women in Senegal.

While fostering the employment and involvement of women in agricultural structures, Sooretul uses ICT as a catalyst for agricultural development by matching up rural supply with urban demand.

www.sooretul.com

Scan this QR code to watch our Digital Homes video.

Foundation

Orange women and men are pivotal in terms of achieving our goals. That’s why the Group is focused on ensuring skills for tomorrow, developing our collective agility and encouraging commitment from all. Our goal is to ensure that all our employees have a “unique” experience, digital and caring, equal to the one we wish to give our customers.

Ensuring the skills of tomorrow

Being a digital and caring employer means ensuring that employees are in control of their own development throughout their career. Orange Learning, which is a vital tool in this area, offers simple and streamlined training programmes focused on the learner. New digital learning tools are included, and users can even study remotely.

Developing our collective agility

Digital transformation affords us an opportunity to promote co-operation and teamwork in a high-quality working environment. For example, our company social network, Plazza, expands and simplifies dialogue, making it easier to share knowledge and improve our efficiency on behalf of our customers.

Encouraging commitment from all

Orange values each employee’s voice. Our international social barometer, employee-NPS and listening/responding initiatives enable employees to express their opinions and their ideas for the benefit of the business and our customers, and also to contribute to our continuous improvement initiatives. Orange recognises each individuals’ contribution by developing employee shareholding. Lastly, we are using corporate social responsibility and diversity as performance drivers and encouraging our team to be committed to the company.

Being a digital and caring employer

Orange, an operator with ethics and integrity

Scan this QR code to watch the Ethics and Compliance video, featuring Bruno Mettling.

Orange has always been committed to showing integrity in its business activities and complying with the applicable laws and standards. At all levels, we work towards our objectives with respect, responsibility, trust, openness and transparency. In particular, we have implemented a massive programme to raise awareness and prevent corruption, which is coupled with a network of ethics and compliance managers

in each country. We are dedicated to ensuring that we have a ‘zero tolerance’ policy against corruption. In adhering to our principles of ethics and compliance in all the countries where we do business, we are strengthening the image of Orange in the eyes of our employees, customers, suppliers, partners and the public authorities.

The “Talent Objectives in OMEA” programme seeks to prepare for the future by identifying people with promising profiles in our subsidiaries, strengthening development plans, training the next generation of leaders and fostering international mobility. It relies on training, supporting and encouraging Talent Managers and rolling out a specific development path for talented individuals. To that end, a pilot programme focused on women was launched in Morocco in early 2017. We hope to extend the programme to other countries in the future.

Spotting and nurturing talented individuals

For the fourth consecutive year, Orange has received Top Employer Africa certification

This award means that Orange MEA is one of the top three employ-ers in Africa implementing best practice in terms of HR management and the working conditions offered to employees on the continent.

There are nine locally certified countries: Cameroon, Côte d’Ivoire, Egypt, Guinea, Madagascar, Mali, Morocco, Niger and Senegal.

In the Middle East, Jordan has also received Top Employer certification.

A digital version of our brochure is also available.

Scan this QR code to view our brochure on your computer, mobile or tablet.

€40.9 billionin turnover

263 million customers

29 countries

155,000 employees

Africa and the Middle East have represented a key region for the Group for over 30 years, and, now more than ever, the region is at the heart of our growth and investment strategy.

Stéphane Richard, Orange CEO

The Orange Group worldwideas of 1st January 2017

Orange S.A. with a capital of 10 640 226 396 euros - 78 rue Olivier de Serres - 75015 Paris SIREN 380 129 866 R.C.S. PARISCopyright : Sylvain Cherkaoui Non-contractual documents - produced by Sugar, Pepper & Salt - April 2017.

Orange MEA 78 rue Olivier de Serres75 505 Paris Cedex 15 – France+33 (0) 1 44 44 22 22www.orange.com

Orange Link, a subsidiary of Orange MEA, is the digital link connecting our customers to the essentials: their community and their passions.

Orange Link offers an international remote top-up service enabling the African diaspora to purchase airtime for prepaid mobile accounts used by their friends and family in Africa. It also provides Orange Holiday – a solution designed for tourists visiting Europe. These services are available via an international network of physical points of sale and from the website https://topup.orange.com/.

Orange Link also provides branded content through the three StarAfrica portals.

Orange Football Club for African football fans and fans of African football. footballclub.orange.com

Orange Music Club, to find the very best of African music. music-club.orange.com

Orange Entrepreneur Club to support start-up creators in Africa and the Middle East. entrepreneurclub.orange.com

Orange LinkLinking our customers, wherever they are