Vodafone Turkey Sustainability Report - Vodafone 2014-2015
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Vodafone Turkey Sustainability Report 2014-2015 Vodafone
Contents 4 Vodafone Turkey 5 Our Contribution to Economy 6 Our Approach to Sustainability 11 Our Customers and Society 17 Innovation 18 Base Stations and Health 19 Responsible Supply Chain 20 Environment 24 Health and Safety 28 Our People 34 Corporate Security 36 Our Performance Against Objectives 40 Vodafone Turkey Foundation 49 Reporting Principles 50 GRI G4 Content Index 56 Independent Assurance Statement
About the Report
G4-17
About the Report
We created our fifth sustainability report, as the previous one, in accordance with the GRI G4 Guideline and
AA1000 Assurance Standard.
We acknowledge the fact that sustainability of our corporate success environmental, social, economic, and ethical issues through various
in the long-term depends on our ability to offer solutions that stakeholder dialogue mechanisms. We devised and implemented
create transformation and change as well as our ability to operate strategies for the issues identified accordingly. An independent auditing
responsibly and ethically. In line with this principle, we hereby issue company provided assurance that the information in this report is
our fifth sustainability report in order to maintain interaction with our identified and reported in accordance with the AA1000 Assurance
stakeholders and disclose our company’s performance. Our report Standard. Selected GRI G4 indicators were also audited. The statement
focuses on our main efforts to create sustainable value for our business, for the mentioned audit is presented on the last page of this report,
the environment, society and our employees. together with audit results of the selected indicators.
In Accordance with GRI G4
We developed the contents of this sustainability report in accordance
with the “core” option of GRI (Global Reporting Initiative) G4 Guideline.
Within the scope of the “Materiality Disclosures Service” provided by the
Vision, Mission,
GRI, we received confirmation that the indicators between G4-17 and Values
G4-27 are indicated accurately in the report and in the GRI Content Index
at the end of the report.
Our Vision:
Scope of the Report
Leading the digital transformation in Turkey.
We put together the content of this report largely considering the
main issues raised by our key stakeholders – namely, our customers, Our Mission:
employees, regulatory bodies, non-governmental organizations, and
the society. Using our sustainability strategy as basis, we disclose our Inspiring every individual in Turkey for a better
approach to key environmental, social, economic, and ethical issues future through communication technologies.
identified in cooperation with our stakeholders and the associated
performance we achieved in 2014-15 fiscal year. Our report also Our Values:
transparently includes targets for the next fiscal year and performance We provide fast, high-quality, simple and
evaluation against our previous targets. Unless mentioned otherwise, all reliable services while helping our customers
data in the report cover the fiscal year of 1 April 2014 - 31 March 2015. enjoy the opportunities in life and realize
their full potentials. We are committed to be a
Boundaries of the Report
customer-obsessed, innovative and competitive
In this report, “Vodafone Turkey”, “our company” and “we/us” phrases
international company with local roots admired
have been used to refer to “Vodafone Turkey Group Companies”.
by its customers.
Vodafone Turkey Group Companies refer to the following companies
which are included in the consolidated financial statement: Vodafone
Telekomünikasyon A.Ş., Vodafone Dağıtım A.Ş., Vodafone Teknoloji
Hizmetleri A.Ş. (OKSIJEN), Vodafone Net İletişim Hizmetleri A.Ş.,
Vodafone Holding A.Ş., Türkiye Vodafone Vakfı (Vodafone Turkey
Foundation), Vodafone Bilgi ve İletişim Hizmetleri A.Ş., Vodafone
Elektronik Para ve Ödeme Hizmetleri A.Ş., and Vodafone Mobile
Operations Limited. Unless mentioned otherwise, the report covers all
of these companies. Regarding Vodafone Mobile Operations Limited (in
Northern Cyprus), only its financial data is included in the report.
Our Solution Partners
We perform operations -including installation and management of base
stations- with increasing support from our solution partners. We obtain
sustainability data of our suppliers that are accountable for management
of assets we control. In addition, we report health & safety performance We appreciate your inputs!
of contractor companies. Our stores and third party call centres make up Your feedback on this report is valuable to us.
an important part of our solution partners. You are welcome to share your opinions and
suggestions via e-mail:
Independent Assurance Statement for AA1000 Standard surdurulebilirlik@vodafone.com
This year we continued to implement our sustainability management
systems and reporting process in parallel with the AA1000
Assurance Standard devised in line with principles of transparency
and accountability. We identified value-creating and essential
1
Message from Vittorio Colao
Message from Vittorio Colao
CEO, Vodafone Group Plc
Mobile and digital communications transform lives and livelihoods. As of Vodafone Turkey understands the different ways in which digital
31 March 2014, our core business – connecting people and businesses – solutions can help to transform lives and livelihoods and can also enable
has fundamentally reshaped how 446 million customers in 26 countries businesses to prosper both socially and economically. A customised
communicate, share, create, learn and grow and thus realise their enterprise readiness index, designed by the Turkish team, is helping
individual and collective potential. businesses identify how the expanded use of digital solutions and
technologies can further improve their efficiency. Over the past year, the
At Vodafone Group, we are committed to achieving our business platform has been used to identify the digital needs of nearly 35,000
goals while seeking to act at all times with openness, integrity and the enterprises, which are extending their use of technology to reduce both
highest standards of corporate responsibility. We expect everyone who operating costs and carbon emissions.
works with us to have the utmost respect for privacy, human rights
and freedom of expression. We also think carefully about our role in The beliefs, aspirations and concerns of our diverse stakeholders
mitigating climate change, reducing environmental harm, ensuring continue to shape our performance and success, influencing the way in
ethical conduct throughout our supply chain and tackling gender which we make decisions. We hope that this report demonstrates how
inequality. Operational safety remains a key focus at Vodafone. We our global business strategies and local market operations play an active
believe all incidents are preventable and have put in place a number of and positive role in addressing a range of critical social and business
programmes to seek to ensure that everyone who works for us goes issues.
home safely to their families at the end of each day.
Vittorio Colao
From the farmer in Turkey who uses our mobile services to enhance crop Group Chief Executive, Vodafone Group Plc
productivity and reduce pesticide use, to the new mother working for
Vodacom Mozambique who will benefit from the same support offered
to her peers in Europe under our new global maternity policy, we strive
to have a positive impact on the way people manage their daily lives.
Our core business – connecting people and
businesses – has fundamentally reshaped
how 446 million customers in 26 countries
communicate, share, create, learn and
grow and thus realise their individual and
collective potential.
2 Vodafone Turkey Sustainability Report
Message from Gökhan Öğüt
Message from Gökhan Öğüt
CEO, Vodafone Turkey
Digitalization is becoming more and more effective in our daily lives. footprint resulting from our own operations. By establishing energy-
Especially with the transition from dial-up connection to broadband in efficient networks, switching sites, data centres and buildings, we take
the last 20 years, both fixed and mobile broadband technologies have measures to reduce our energy consumption and greenhouse gas
taken up an important place in our lives. We, as Vodafone, believe that emissions. In this regard, with Vodafone’s Istanbul Küçükyalı Digital
digitalization will be the determining factor in the future world, thanks to Operations Centre opened in early 2015, we became the first mobile
its innovative and transformative power. Considering that digitalization operator in Turkey to be awarded Platinum Certification by LEED
is also a prerequisite for economic welfare and development in Turkey, (Leadership in Energy and Environmental Design).
we announced the “Digital Transformation Movement” in November
2013 with the aim of leading the digital future of our country. In the We know that the sustainability of our corporate success in the long-
first year of this Movement, we introduced digitalization to more than term depends on operating in a responsible and ethical manner. With
five million individuals. In addition, with the “Ready Business” program this in mind, we seek inputs from our stakeholders in identifying the main
aiming to reveal Turkey’s digital map, we launched a dialogue process on sustainability issues. With regular stakeholder engagement workshops,
digitalization with 770 thousand businesses. we aim to improve our performance to meet their expectations for
sustainability. So far, we have organized 4 stakeholder engagement
Meanwhile, under our digital transformation vision, we continue to drive a workshops (two of them in 2014) with participation of a wide group
concept of sustainability with “Mobile for Good” philosophy. To improve including opinion leaders, public institutions and NGOs and the media.
the quality of life for the whole society, we work hard to make broadband During these workshops, we evaluated our sustainability performance as
connection more accessible and available for active use. In addition well as solutions that may create change and transformation. As a result,
to carrying out social responsibility projects through Vodafone Turkey we deployed mobile applications including “Red Light”, “Accessible
Foundation for individuals in need, we have also been implementing World” and “Respect Green”, identifying our next focus areas as “smart
social business models for commercial and social investments for the cities” and “young entrepreneurs”.
last six years, in order to add value to the lives of our customers. For this
purpose, we consolidated all our products, services and projects for the We also attach great importance to reporting on our sustainability
people with disabilities under the “Dreams Club”. “Dreams Academy”, efforts. We proudly present our fifth sustainability report prepared in
the key pillar of this program, has touched the lives of 3,500 people. 465 the light of our dialogue with stakeholders and in accordance with
thousand women benefitted from “Vodafone Women First” program our spearheading approach to sustainability. Created in line with the
that we created to help women enjoy equal opportunities in the social principles of “transparency” and “accountability”, as in the previous years,
and economic life. “Vodafone Farmers’ Club” program -designed for this report presents the sustainability strategy, commitments, practices
and launched to the global market to transform business processes and performance of our company.
of farmers and help them prepare for the digital future- reached 1,250
As Vodafone Turkey, we will continue to consider sustainability an
thousand farmers in Turkey.
integral part of our core business strategies and take on pioneering
We believe that machine-to-machine (M2M) technology plays an efforts for a more sustainable future.
important role in environmental protection and energy efficiency.
Gökhan Öğüt
Therefore, leveraging on Vodafone’s global M2M experience of 20 years,
CEO
we offer our corporate clients major advantages, including fuel and
Vodafone Turkey
energy savings and reduction in carbon emissions. On the other hand, in
order to identify digitalization needs of businesses so that they can keep
pace with the new dynamics of the fast-changing world and get prepared
for the future, we created the “Ready Business” program. Our goal is to
improve Turkey’s current digitalization index from 52% to 75% in the near
future.
We feel the adverse effects of global warming and climate change
more severely with each passing day. As Vodafone, we use information
and communication technologies as key enablers in environmental
protection and combatting climate change, and work to reduce our
Created in line with the principles of
“transparency” and “accountability”, as in
the previous years, this report presents the
sustainability strategy, commitments, practices
and performance of our company.
3
Vodafone Turkey
Vodafone Turkey
In the new phase of the “Digital Transformation Movement”, we will focus on being the communication
company that leads the digital transformation in Turkey.
Corporate Performance
Being part of the Vodafone Group -one of the world’s largest international “The Mosts” of Vodafone Turkey
mobile communication providers in terms of revenues- Vodafone Turkey • The fastest growing operator in terms of total mobile revenues in the Turkish
mobile telecommunications market.2
is the second largest mobile communication company in Turkey with
• The operator that has achieved the highest increase in mobile revenue market
21.1 million1 customers as of 31 March 2015. share in the Turkish mobile telecommunications market.3
Committed to contribute to the growth of Turkey driven by a strategy • According to the results of an independent survey, the most recommended
to make digital connection easy and accessible for everyone, Vodafone operator by its customers in Turkey.4
Turkey increased its total revenues by 17.1% in the 2014/15 fiscal year “The Firsts” of Vodafone Turkey
(1 April 2014 – 31 March 2015) and reached TL 7.5 billion– in other • The first and only company in Turkey to receive AA1000 Assurance for its
words, the all-time highest revenue level. According to the data provided sustainability reporting efforts.5
by the Information and Communication Technologies Authority, as of • The first company in the Turkish technology and telecommunication sectors
March 31st, 2015, number of customers reached the highest level so to have ISO 22301 Business Continuity Management System Standard
Certification.
far – 21.1 million1. While the number of post-paid customers increased • The first company in Turkey to obtain BS ISO 39001 Road Traffic Safety
to 9.1 million1 with a net gain of approximately 1.3 million1 customers, Standard Certification.
the ratio of post-paid customers in the total base increased to 43%1. In • The first telecommunications company to obtain Equal Opportunities Model
the last quarter of 2014/15 fiscal year, ARPU (average revenue per user) (FEM) certification, run locally by KAGİDER (Women Entrepreneurs Association of
Turkey) with technical support from the World Bank.
reached TL 22.9.
• The first and only telecommunications company to provide 43% discount in
In 2014/15 fiscal year, our company continued to offer customers VAT (value-added tax) and ÖİV (Special Communication Tax) to the people with
mobile broadband tariff options and a large web-enabled device portfolio disabilities and facilitate their access to mobile communication technologies.
for every budget in order to promote use of mobile internet services. • The first telecommunications company selected as a Great Place to Work in the
Turkish telecommunications industry.
Thanks to the Smart Device Smart Communications Platform
• The first operator that has an electromagnetic field (EMF) policy and manages
(ACAİP) which makes choosing, purchasing and using smart phones this matter under the coordination of an expert team within its organization in
easy, straightforward and accessible, our smart device penetration figures Turkey.
reached another record breaking level of 46% in the final quarter of • The first company to implement “Transformational Leadership” cultural change
2014/15 fiscal year. Again, in 2014/15 fiscal year, our company achieved program in Turkey.
• The first operator in Turkey to be awarded Platinum Certification by LEED
59% increase in data revenues. In addition, driven by the “İş Ortağım” (Leadership in Energy and Environmental Design) with the Vodafone Digital
(Business Partner) platform and Complete Communication Operations Centre.
Services strategy, in 2014/15 fiscal year we achieved 14.5% growth in Note: The information above is as of the end of 2014/15 fiscal year.
corporate mobile services revenues compared to the previous fiscal year.
Vodafone Turkey in Figures*
21.1 million1 TL 7.5 billion 35.2% 1,200
Customers Revenues Market share Stores
7,799 3,300 40,000 400
People in our
Employees in stores Employees Vodafone Volunteers
ecosystem
Some of the Mobile
Apps We Developed
Red Light VMarathon Respect Green M-Wallet Farmer’s Guide
*Figures are as of the end of 2014/15 fiscal year.
1 The number of customers given in this Report is based upon the criteria set by the Information Technologies and Communication Authority.
2 Calculated on the basis of the statements of the operators in our fiscal year (1 April 2014 – 31 March 2015).
3 Based upon the “Market Data of the Turkish Electronic Communication Industry” report of the Information Technologies and Communication Authority and financial statements of mobile operators in our fiscal year (April 1st,
2014-March 31st, 2015).
4 TNS, Vodafone Benchmark NPS, March 2015.
5 By June 2015.
4 Vodafone Turkey Sustainability Report For more information: www.vodafone.com.tr
Our Contribution to Economy
Our Contribution to Economy
With an ecosystem of 40,000 people, including our employees, members of our distribution and communication
channels, and suppliers, we make major contributions to the Turkish economy.
Our Contribution to Economy Our Contribution to Public Policy
In the 2014/15 fiscal year, our total income increased to TL 7.5 billion and Telecommunications is a highly regulated industry, as the services
we transferred this amount to the state as taxes, to our employees as salaries provided are of public nature. Regulatory authorities mainly focus on
and benefits, and to our suppliers in exchange of products and services as issues such as market structure, competition, licensing, and access to
well as to research and development, investments in infrastructure and base network infrastructure. These authorities are responsible for the public
stations. Our business operations also have a multiplier effect that indirectly policies to be implemented in order to ensure sustainable growth of the
contributes to local economies where we operate. sector.
At Vodafone Turkey, we are committed to fulfil our responsibility to
Taxes and Investments participate in development of competition policies to prevent distortion
Within the scope of the “Digital Transformation Movement” that we launched of competition and to ensure a sustainable competitive environment. For
to promote end-to-end digital development of Turkey, we invested TL 1.3 this purpose, we regularly exchange information on different platforms
billion in 2014/15 fiscal year. The total sum of our investments (mainly with regulatory authorities, other public institutions, non-governmental
purchasing, infrastructure and base station investments) from 2006 to the organizations, and the general public. Our goal is to ensure that:
end of 2014/15 fiscal year reached TL 14 billion. We also contribute to the
• Competition policies are implemented efficiently and in a target-
welfare of Turkey with our tax payments on behalf of our customers (VAT,
oriented manner,
special communication tax, etc.). In the last 8 years, we paid more than TL
21.1 billion in taxes to the Turkish government. • Current regulations in the market are reviewed and the best policies are
adopted in the light of international examples,
• Regulatory obstacles against products and services that improve the
Major Indicators of our Contribution to the Turkish general welfare and development of the society are overcome,
Economy • Innovation and sustainable investment are encouraged for fixed and
mobile broadband infrastructure, network and services,
Direct revenue contribution:
Taxes paid (Million TL) 1,074 • Efficiency and effectiveness is improved by driving the impact of
Information Technologies in every aspect of the economy and
digitalizing the economy,
Direct revenue contribution:
Other non-tax fiscal payments (Million TL) 664 • Scarce resources (mainly frequency) are used in an effective and
efficient manner.
Indirect revenue contribution:
Taxes such as VAT and special communication 1,863
tax, paid on expenditures (Million TL)
Capital Investments
(Million TL) 1,251
Direct employment
(number of people) 3,297
Note: Figures given in the table are audited as part of the Vodafone Group and reflect the 2014/15
fiscal year data of Vodafone Turkey Group of Companies.
New Investments for “Digital Transformation”
Employment Creation In line with our vision to lead digital transformation in Turkey,
Telecommunication services, by their very nature, have the potential to technology investments have the highest share in our total
increase employment and invigorate the economy. As Vodafone Turkey, investments. With such investments we ensure that more and
we directly employ 3,297 people, and provide “indirect employment” more individuals and organizations benefit from the opportunities
for a total of approximately 40,000 people including the employees created by mobile communication technologies. We attach special
of our suppliers providing products and services, store employees and importance to helping our customers use these technologies
employees of third parties that we outsource. uninterruptedly and with the highest possible capacity. Therefore, we
invested approximately TL 24 million in Digital Operations Centre in
Our call centres that operate on a 24/7 basis are at the heart of Küçükyalı, Istanbul. The Centre, where 1,200 people are employed,
our investment and employment capacity. In order to contribute to represents a further step in service investments for creating excellent
overcoming of the problem of youth unemployment and help the cities customer experience. Considering the critical role that mobile
in Anatolia get their fair share of investments, we continue to open communication industry plays, we believe such investments will
call centres in Anatolia. Number of employees at our nine call centres also leverage the economic development in Turkey. We will continue
located in Afyon, Ankara, Elazığ, Istanbul (Ayvansaray and Küçükyalı), our investments so as to meet the demands of our ever-growing
Izmir, Samsun, and Şanlıurfa reached a total of 3,570 people, 992 of customer base.
them being our own staff members.
For more information: www.vodafone.com.tr 5
Our Approach to Sustainability
Our Approach to Sustainability
We make use of the transformative effect of mobile technologies to ensure a sustainable future.
Adopting a “dual-responsibility” approach, we, at Vodafone, are
committed to provide solutions that drive transformation and change Sustainability Management
while operating in a socially, environmentally, economically, and ethically Our sustainability efforts are led by Vodafone Turkey CEO. Vodafone
responsible manner. Turkey’s Executive Committee members and their teams are
Under our digital transformation vision, our major priority is to offer responsible for managing various sustainability aspects within
the company and monitoring performance. Corporate Relations
innovative products and services that add value to individuals’ lives
department is responsible for expanding sustainability strategies to
and support the development of national economy by improving each department of the company and disclosing the results through
the efficiency of organisations. Using the benefits of technology for a sustainability reports.
better life, we provide equal opportunity for access to knowledge. We
contribute to improving the quality of life of our customers and the With a vision inspired by and know-how gained from Vodafone
Group, we, as Vodafone Turkey, adopt a “dual- responsibility”
society by facilitating agriculture, healthcare and financial services,
principle in our operations. In other words, we manage our
promoting social inclusion of people with disabilities and supporting
commercial and social investments with a holistic approach.
women’s participation in the economy.
We are faced with many sustainability challenges while carrying
In terms of environmental sustainability, our effort to reduce greenhouse out our operations and we handle them through our corporate
gas emissions per base station continues incessantly. In addition, we policies and management systems. Through participatory dialogue
create opportunities for improving efficiency, reducing fuel and energy and cooperation models, we learn our stakeholders’ opinions,
consumption and cutting costs thanks to the digitalization solutions we expectations and suggestions regarding sustainability and we
offer to our enterprise customers, including machine-to-machine (M2M) integrate them into our corporate strategies.
communication applications. Thus, we also help our customers reduce Our sustainability management and reporting practices take into
their carbon emissions. consideration our economic, environmental and social impacts.
Since our first implementation of the globally-acknowledged
In terms of social sustainability, we are aware of the fact that our
AA1000 Accountability Principles and Assurance Standards in
responsibility for health and safety covers not only our employees, but
2011/12 fiscal year, we conduct our sustainability activities in line
everyone working across our supply chain. We have continuous efforts with principles of “integrity, materiality and responsiveness”.
to improve our performance, which is already recognized as the best
practice within our industry. Through Vodafone Turkey Foundation, we Through stakeholder engagement and participatory
implement various social investment projects to meet the social needs. communication models that have become integral parts of our
sustainability strategy, we regularly review our material issues. We
In terms of ethics, confidentiality of customer data and secure internet transparently share our related commitments and targets as well
for children are among our key concerns and we remain committed to as our performance against these targets with our stakeholders
maintain our efforts to that end. through a variety of means, including our sustainability report.
We take a number of actions and support a variety of initiatives
We also continue to launch new initiatives to make sure that each to increase awareness on sustainability among our customers,
Vodafone employee is a “sustainability ambassador” to help us reach our suppliers, stores, and most importantly, our employees.
social, environmental, economic, and ethical targets and commitments.
Our Approach to Sustainability and Current Strategic Issues
Vision Making use of the transformative effect of mobile technologies to ensure a sustainable future
Mission Performing in a socially, environmentally, economically, and ethically responsible manner
• Ensuring that each of our internal stakeholders is a “sustainability ambassador” to help us reach our social,
environmental, economic, and ethical targets and commitments
• In terms of environmental sustainability, focusing on the improvement of energy efficiency and reduction of
Strategy carbon emissions in order to:
• Reduce energy consumption resulting from our own operations
• Offer smart business and M2M solutions to our external stakeholders
6 Vodafone Turkey Sustainability Report For more information: www.vodafone.com.tr
Our Approach to Sustainability
G4-18, G4-19, G4-21, G4-25, G4-26, G4-27
Materiality monitored closely. Issues that are listed in the upper left section of the
graph are issues where we have low impact, but which are of interest
Our sustainability efforts are mainly focused on the issues that matter
to our stakeholders. As expected, issues that are directly related to
most to our company and our stakeholders which also shape the
our employees are not major concerns for all of our stakeholders but
content of this report.
we attach great importance to such issues due their impact on our
During a workshop we held in 2012 with the participation of corporate success. These issues are listed on the bottom right corner.
representatives from various departments, we identified our key
stakeholders and material sustainability issues. After completing This report focused on the material issues listed on the upper right
this process, which received assurance within the scope of AA1000 section of the graph, and provided data on the issues listed in the other
Assurance Standard, we regularly review and update our material two sections of the graph.
issues in line with the developments and feedback we receive from our In this report, we mentioned issues that may be material not only to our
stakeholders as well as the strategies of the Vodafone Group. Feedback company, but also to our suppliers. In terms of sustainability, especially
we receive from stakeholders through various dialogue platforms allows health and safety and supply chain related issues are managed in a way
us to regularly update the most material issues and even to develop that also covers our suppliers. The report boundary for the other GRI
our products and processes accordingly. These platforms and issues indicators is for the Company only.
discussed are given in the “Stakeholder Dialogue” table below.
In short, we developed the contents of this report based on the material
Key Stakeholders issues listed in the graph below, where the impact of Vodafone Turkey is
Our stakeholders are individuals and organizations that may impact or be relatively high.
impacted by our company’s operations. We find it important to maintain
dialogue with our stakeholders, to take their opinions and suggestions
High
into consideration, and to disclose our performance transparently to Customer satisfaction
all stakeholder groups. This fifth sustainability report is based upon the Customer privacy
accountability and stakeholder dialogue processes of AA1000 Assurance Children and Using mobile communication
technologies for the benefit of people
standard, which proves the importance we attach to stakeholder secure internet
Creating Access to communication by all social
dialogue. employment groups
Contribution to Solutions creating transformation and
Importance for stakeholders
Our Stakeholders Water economy change
Contribution to Innovation Health and safety*
public policies Energy and greenhouse gases
Waste
Environment- Corporate security and business
SUPPLIERS Paper
friendly continuity
products Sustainability in
S EM Business ethics and anti-corruption
ER PL the supply chain*
TOM OY
EE Base stations and health, EMF practices
S S
CU
RE AND N
Employee satisfaction
PRE
IND NTATIVES
ES
SE Os
Diversity and inclusion
USTR
STOR
Talent management, training and career development
G
Y
opportunities for employees
Low
VODAFONE Low Economic, environmental and social impact of the issue High
TURKEY
* Issues that are related to our own operations as well as our suppliers.
BOD ATORY
MED
IES
GUL
IA
Employees’ Opinions on Sustainability
RE
While creating the content of our sustainability report 2014/15,
M LO
we held a survey among our employees to identify the issues that
CO C
LO
AL MU CA IE
S
GO NIT L
IT they consider important. According to the results of the survey:
ERS
VE IES IV
RN AND UN • 79% of our employees are aware of the company’s
ME
NTS SOCIETY sustainability practices. They receive this information mainly
through internal communication sources and “Respect the
Environment” mobile application. 32% of our employees learn
Material Issues these practices through our sustainability reports.
While identifying our material issues, we follow the guidance of the “Four • 77% of our employees believe our company’s sustainability
Principles for Defining Report Content” stated in GRI G4 Guidelines. practices are highly sufficient or sufficient, whereas 20%
However, we consider not only the aspects and indicators in GRI consider such practices “partially sufficient”.
G4, but also the issues related to our sector, issues reported by the
• The most important issues identified by our employees include
Vodafone Group and the feedback from our stakeholders. Issues that are
considered to be the most important by our stakeholders and those with (regardless of the order of importance): customer privacy,
the highest economic, environmental and social impact are considered customer satisfaction, access to communication by all social
the most material issues. groups, using mobile communication technologies for the
benefit of people, paper consumption and saving, energy
The most important issues for both our stakeholders and us are listed and greenhouse gases, health and safety, corporate security,
in the upper right section of the graph on the right (regardless of the business ethics and anti-corruption, and base stations and
order of importance). These are the issues that may have high financial health.
and operational impact on our business processes and which are
For more information: www.vodafone.com.tr 7
Our Approach to Sustainability
G4-26, G4-27
Stakeholder Engagement Workshops for the first time in this process. A stakeholder ecosystem of 120 people,
including leaders of public sectors, non-governmental organizations,
Based on the accountability principles and stakeholder engagement
universities and press members, attended the Workshop and discussed
process of AA1000 Assurance Standard, we have been organizing at
digital transformation of the public sector in Turkey and efficiency targets
least one Stakeholder Engagement Workshop per year since 2012 with
of the sector. In addition, solutions that may contribute to more effective,
the aim of sharing our sustainability vision with our stakeholders and to
efficient and cost-effective business models for public institutions as
collect opinions and suggestions to steer our sustainability practices
well as those that may achieve highest level of citizen satisfaction and
and reporting. By the end of 2014/15 fiscal year, we had organized four
social benefits were also discussed. Working groups were formed under
workshops in total.
three main titles to jointly create a digital transformation roadmap for the
In the third workshop held in July 2014, we reviewed our digital public sector. Public sector leaders shared development opportunities
transformation approach and solutions together with 75 stakeholders and opinions on “internal efficiency”, “inter-organizational digitalization”
representing the business world, non-governmental organizations, and “digital public services”. Potential projects to accelerate digital
academia, media, and local authorities. During the workshop we transformation in the public sector were reviewed in working groups.
discussed about being a part of the solution for a sustainable future
and creating digital solutions that improve business processes and that
reduce environmental impact and/or offer social benefits. One of the
ideas suggested by our stakeholders that have been materialized is
the FikirÇarkı project that focuses on and helps young entrepreneurs.
Another issue discussed at last year’s workshop was creating energy-
efficient “Smart Cities”. To take action in this area, we decided to conduct
our fourth Stakeholder Engagement Workshop in 2014, focusing on
representatives from the public sector.
In December 2014, we held our fourth Stakeholder Engagement
Workshop under the title of “Digital Transformation in Public
Services” in Ankara, with the participation of public sector stakeholders
External Stakeholder’s Opinion What are your expectations from Vodafone Turkey in terms of
economic, environmental or social issues?
Ahmet Erdem Rapid development in communication networks creates deep impacts on
Chairman, YASED (International Investors Association) daily life. As a pioneer in the telecommunication industry, Vodafone Turkey
transforms its know-how in technology, digitalization and innovation into
What, in your opinion, is the role of environmental and social benefits. By using technological opportunities,
the telecommunication industry in it carries out important initiatives such as economic empowerment of
development? women and supporting women entrepreneurs, enabling safe and fast
mobile donations, and supporting education.
The telecommunication industry is actually
a horizontal industry that has a potential to I also appreciate that Vodafone Turkey supports social projects outside its
affect all industries within an economy, to area of operations. For instance, I closely monitor the Dreams Academy
improve efficiency and to play a facilitating project that Vodafone Turkey Foundation carries out to support social
role. With the developments in technology, lives and to improve the quality of life of the people with disabilities. This
digitalization and the subsequent project has created awareness in the society that people with disabilities
transition to an information society, the can discover their own talents and do amazing things once given the
telecommunication industry became opportunity. I expect Vodafone to continue implementing such projects
an indispensable factor in development. Development, diversification and to invest even more into social development of Turkey in the future.
and increased penetration of telecommunication services allow Turkish Are there any areas that you think Vodafone Turkey leads? If so,
companies using such services to gain more competitive power in the what are they?
international arena.
Vodafone is a company that uses the power of technology to offer
Telecommunications is also an important pillar of the Information innovative solutions for customer needs and that communicates such
and Communication Technologies (ICT) industry. “Information and solutions effectively. These innovative solutions by Vodafone also create a
Communication Technologies on the Road to 2023 Targets” report transformative impact in terms of social and economic development. For
prepared by YASED in 2012 state that one unit of growth in the ICT industry instance, in a country such as Turkey where SMEs form a significant part of
of Turkey will translate into 1.8 units of growth for the economy as a the economy, products and services addressing the needs of SMEs have
whole. Thus, if the share of ICT in the USD 2 trillion GDP targeted for 2023 great importance in helping SMEs control their costs and improve their
becomes 8% as expected, the industry will have contributed approximately competitiveness.
USD 71 billion to the economy only through increase in total factor
productivity. In the context of sustainability, what are your suggestions to
Vodafone Turkey for the future and what would you advise them
As the Chairman of YASED, what is your general view of Vodafone about their improvement areas, if any?
Turkey? The multiplier effect of the telecommunication industry on the economy
Vodafone is a company that operates in major global markets, that has a plays a critical role in terms of sustainability. Therefore, I hope Vodafone
strong presence with its investments in Europe, Middle East, Africa, and will continue to bring global best practices in infrastructure, products,
Asia Pacific regions, and that has the opportunity and capacity to offer the services, business models, and social responsibility practices to Turkey,
power of digitalization to more than 400 million global users to improve after adapting them to our country’s unique structure and needs. I also
welfare of individuals and societies. I believe it is very important for a appreciate that Vodafone’s approach to sustainability is based upon the
company like Vodafone to have invested in Turkey, which brings in best fact that mobile technologies devised as a response to social needs should
global practices to our country. be accessible to all social groups.
8 Vodafone Turkey Sustainability Report For more information: www.vodafone.com.trOur Approach to Sustainability
G4-24, G4-26, G4-27
Dialogue with our Stakeholders
We have continued our communication with various stakeholder groups on various topics and platforms as well as our cooperation with non-
governmental organizations and industry representatives in 2014/15 fiscal year. We also continued to transparently share our performance in issues
concerning stakeholders via our website, sustainability report, press releases, and various activities and publications. Our dialogue processes with our
material stakeholders and the examples of issues shared are given below.
Means of Examples of Dialogue Processes Examples of Issues Raised
communication
Our
stakeholders
Our customers • Every year we hold customer perception and satisfaction • Through the customer perception and satisfaction surveys, we
surveys for our corporate and individual customers. received feedback on our responsible practices towards the
By means of these surveys, we learn our customers’ environment and the society.
expectations and develop our products and services • In the Stakeholder Engagement Workshop held in July 2014 mainly
accordingly. for corporations, we sought solutions for digital growth, energy
• We continuously establish direct communication with our efficiency, operational efficiency, and social business models.
customers through our call centres, sales channels, the • In the workshop held in December 2014 for stakeholders in the
Vodafone Forum, and the social media. public sector, we shared solutions that may contribute to more
• We regularly hold meetings and workshops with our effective, efficient and cost-effective business models for public
corporate and individual customers to learn about their institutions as well as those that may achieve highest level of
opinions and expectations. citizen satisfaction and social benefits.
Our employees • We hold People Surveys every year. • We held an People Survey, which evaluated not only employee
• We regularly organize activities and practices to increase satisfaction, but also our health & safety and environmental
awareness in our employees. performance.
• We learn about the opinions, expectations and suggestions • During the orientation program to accelerate new employees’
of our employees and take necessary actions by yearly adaptation to the company, we share our sustainability
evaluating the performance of our company and our strategy with the aim of creating awareness and information on
employees via internal communication channels and sustainability issues.
regular meetings. • With the “Sustainability Week” event we have been organizing for
• We hold surveys to learn about the material sustainability the last two years, we continued to inform our employees and
issues for our employees. receive feedback from them.
• Within the scope of our “My Vodafone, My Business” efficiency
project, we informed our employees on efficiency in terms of
environment, economy and time.
Society • In line with our transparency and accountability principles, • Through corporate reputation survey, which involves our
we regularly inform the society through media or other stakeholders from every walk of life, we evaluate the improvement
platforms. of our company regarding reputation and sustainability issues
• We built the infrastructure of the “Respect the Environment”
smartphone mobile application in 2013/14 fiscal year and by
improving its content we contribute to creating awareness in our
ecosystem on environmental issues.
• We disclosed our “Red Respecting Green” Manifest and invited all
stakeholders to adopt the basic principles of sustainability.
Regulatory • We exchange opinions with regulatory bodies on issues • We exchange opinions on issues such as effective and goal-
bodies concerning our industry and company and we provide oriented implementation of competition policies and removing
information flow to these bodies through reports. regulatory barriers against products and services that contribute to
the overall welfare and development of the society.
Local community • In line with our network deployment policy, we closely • We maintain ongoing two-way dialogue by receiving the opinions
and Local follow the developments regarding base stations and of local communities and local governments especially about base
governments health. We share the researches of leading institutions, such stations.
as World Health Organization and International Cancer
Research Agency, through our website.
Our suppliers • Within the framework of Supplier Performance • At the Supplier Information Day event, we informed our suppliers
Management Program, we support our suppliers to develop on recent developments in health and safety, best practices and
their capacities in sustainability, quality and performance. our approach to sustainability.
Industry • We establish permanent cooperation with industry • We establish continuous communication with industry
representatives representatives and NGOs in line with our sustainability representatives and NGOs through meetings, working groups, and
and NGOs approach (please see Cooperation with Non-Governmental visits; we cooperate for the development of our industry.
Organizations and Industry Representatives table).
Our stores • We get feedback from our stores through periodic • With the Green Office practice initiated in cooperation with WWF,
satisfaction surveys and implement remedial actions. we increased awareness on nature and achieved more efficient use
• We support our stores in improving their capabilities. of office resources at selected stores.
• We helped our store employees develop their capabilities by
organizing training programs on various topics, including service
quality and customer relations.
Opinion leaders • We hold at least one stakeholder engagement workshop • In September 2013, we held a stakeholder engagement workshop
and experts every year, with the participation of opinion leaders, experts to review our company’s approach to sustainability with the
and other stakeholders. These workshops guide our participation of various stakeholder groups. Innovative ideas were
sustainability reporting process. brought forward in line with our “Mobile for Good” approach.
For more information: www.vodafone.com.tr 9Our Approach to Sustainability
Collaboration with Non-Governmental Organizations and Industry Representatives
Non-Governmental Platform /Project Objective / Purpose Activities in 2014/15 Fiscal Year
Organization
WWF-Turkey Carbon footprint To inform our ecosystem on We develop regular communication activities, nature trips, e-learning
management and environmental issues and tools, environmental campaigns and carbon reduction roadmap for
awareness-raising environmentally friendly practices; to our ecosystem to adopt our sustainability approach and strategy.
activities improve our carbon footprint in our
business processes
Business Council Board Membership To exchange ideas with other member We participate in studies conducted with respect to the
for Sustainable companies about sustainability management of social and environmental issues. We lead the studies
Development Turkey Innovation Committee regarding the impact of innovation on sustainability.
(SKD Turkey) Presidency To support development of projects
aimed at encouraging private sector to In 2013, we became a signatory to the Declaration of Energy
participate in sustainability effort Efficiency in Buildings. We hosted a joint event to exchange
information on Energy Efficiency in Vehicles.
We organized innovation and sustainability trainings for SMEs.
AKÜDER, ÇEVKO (*) Membership To recycle and regain waste materials We continue to recycle paper, electronic and other waste materials
back to the economy and to raise awareness in the society.
TBV, TELKODER, TESİD, Membership To contribute to development of our We support practices aiming to contribute to development of the
TÜBİSAD, TÜTED, and country through communication and industry and take part in the events held.
YASAD (**) Board Memberships information technologies
Working Group
Memberships
DEİK, Endeavor Turkey, Executive Board To contribute to improvement of We support activities to create regional and industry-specific
PNB Turkey, TOBB, Memberships investment environment and the development opportunities by promoting sustainable development
TÜSİAD (***) national economy and competitiveness, and take part in events held for this purpose.
Advisory Board
Memberships
Working Group
Memberships
International Investors Board Membership To contribute to improvement of We proactively lead the efforts of international foreign direct
Association (YASED) investment environment and the investors operating in Turkey for a better investment environment;
Working Group national economy we support activities performed for regional and sectorial
Memberships development opportunities by promoting sustainable development
and competitiveness.
Aegean Forest Project Partnership To contribute to protecting the nature With the trees donated to the Aegean Forest Foundation, we created
Foundation (EOV) and raising environmental awareness a Vodafone Forest in Çeşme-Ildırı.
We launched “Respect the Environment” mobile application that
enables our customers to donate trees in 2014/15 fiscal year.
British Chamber of Board Membership To promote trade relations between We support projects to promote trade relations between Turkey and
Commerce in Turkey Turkey and the United Kingdom; to the UK and to directly contribute to the partnerships; we take part in
(BCCT) contribute to partnerships related activities.
Private Sector Board Memberships To contribute to the development of We actively take part in efforts to improve the legal, financial and
Volunteers Association the third sector and to the expansion of functional infrastructure of NGOs, which are important actors in
(ÖSGD), Third Sector volunteerism in private sector in Turkey sustainable development.
Foundation of Turkey
(TÜSEV)
ÇMD, RVD, TEGEP, Vice Presidency To closely follow operational We support the efforts to contribute to development of innovative
KALDER, PERYÖN (****) developments and to contribute to the practices in the industry and take part in activities carried out for this
Board Memberships and development of innovative practices purpose, as we are committed to continuous improvement of our
Founding Memberships operational processes.
Working Group
Memberships
(*) Accumulator and Recycling Industrialists Association (AKÜDER), Environmental Protection and Packaging Wastes Recovery and Recycling Trust (ÇEVKO)
(**) Turkish Informatics Foundation (TBV), Independent Telecommunication Operators Association (TELKODER), Turkish Electronic Industrialists Association (TESİD), Association of Informatics Industrialists (TÜBİSAD),
Association of All Communication Businessmen (TÜTED), Software Industrialists Association (YASAD)
(***) Foreign Economic Relations Board (DEİK), Partners for a New Beginning (PNB) Turkey, Turkish Union of Chambers and Exchange Commodities (TOBB), Turkish Industrialists' and Businessmen's Association (TÜSİAD)
(****) Call Centres Association (ÇMD), Association of Advertisers (RVD), Learning and Development Association (TEGEP), Turkish Quality Association (KALDER), Human Resources Management Association of Turkey
(PERYÖN)
10 Vodafone Turkey Sustainability Report For more information: www.vodafone.com.trOur Customers and Society
Our Customers and Society
Material Issues Our Commitments Objectives for 2015/16 Fiscal Year
Solutions that create We will continue to launch innovative products and services under To enable a greater number of companies to use solutions
transformation and the Digital Transformation Movement. that improve efficiency through the “Ready Business”
change Platform.
Social business models We will enrich and expand the Vodafone Farmers’ Club. To improve productivity of 950 thousand farmers through
that support development the Farmers’ Club.
Customer satisfaction We will maintain our focus on customer satisfaction. To continue to improve our service channels under
“unconditional customer satisfaction” principle.
Secure internet We will support families promoting secure internet and phone To offer solutions that enable secure internet and phone
solutions for children. usage for children and families.
As part of the Digital Transformation Movement we launched to “use communication technologies to inspire
everyone in Turkey for a better future”, we continue to offer innovative solutions creating added value for our
customers in every area (from healthcare to finance, agriculture, and development).
Digital Transformation Movement In our country, 22 million people, in other words 42% of the population,
use PTT (The General Directorate of Post and Telegraph Organization) for
According to the World Bank statistics, every 10% increase in access to
financial transactions, as they cannot access banking services. Mobile
mobile communication leads to 1.5% GDP growth in low and middle-
Cash Card launched in collaboration with PTT in 2012 enables money
income countries. Therefore, as a key driving force of today’s economy,
transfer via telephone, payment and “M-Lira” top-up. With Mobile Cash,
mobile technologies not only reshape the future of individuals and
our customers do not get into debt, pay interest or need to become bank
businesses, but also enable creation of equal opportunities for access
customers, as it is a prepaid card. Wide network of PTT contributes to
to information and building of social structures where all individuals
inclusion of the unbanked population into the registered economy. As
have the opportunity to be equally involved. We launched the
of the end of 2014/15 fiscal year, 46 thousand customers benefit from
Digital Transformation Movement with the aim to transform lives of
Vodafone Mobile Cash Card.
individuals and support sustainable development by means of mobile
communication technologies. We use our know-how and innovative Vodafone Mobile Wallet application, launched in 2013 aims to make
power to make life easier for the individuals and improve social welfare. the opportunities offered by Mobile Cash available on smartphone
platforms in order to ensure easy financial transactions. This
application enables a great number of transactions, including creating
virtual Mobile Cash Card instantly, sending money to all GSM numbers,
depositing Cell Lira to prepaid Vodafone lines, saving money with
Save and Send account, and contactless payment with QR codes.
In addition, Mobile Wallet users benefit from contactless payment
in all NFC (near field communication) compatible POS devices. 139
thousand customers downloaded Vodafone Mobile Wallet application
as of the end of fiscal year.
Mobile Donation
In line with our “mobile for good” vision, we aimed to build a
platform where the individuals in need can meet with charities and
philanthropists. Previously, non-governmental organizations used to
announce donation campaigns through their own communication
channels and only reach the donators that they were known to. With
its Vodafone Mobile Donation service, Vodafone Turkey has been
the first and only operator to unite all short numbers allocated to
Digital Transformation in Finance foundations and associations for collecting donor money. Vodafone
As Vodafone Turkey, we believe that digitalization of payment systems Mobile Donation allows citizens to make donations easily via free
that we frequently use in our daily lives is one of the most critical stages SMS to the number 9000, www.cepbagis.com or Vodafone Mobile
of digital transformation. Mobile technologies have become an important Donation mobile application. The application offers donation services
instrument for integrating people deprived of access to financial services for approximately 150 non-governmental organizations and the total
into the financial system and for creating equal opportunities in this area. amount of donations collected last year was more than TL 5 million.
For more information: www.cepbagis.com 11You can also read
