EXECUTIVE SUMMARY 2018 Sustainability Report EXECUTIVE SUMMARY 2018 Sustainability Report About this About this Report Report
Message from the CEO This document is a summary of América Móvil’s 2018 performance and main achievements in sustainability. It also describes the company’s progress in the framework Company Profile of its sustainability strategy and the events and data concerning the company’s operations in every country where we have presence.
Updating Sustainability Given that we understand that the main driver behind sustainable development, is the synergy between private sector, communities and authorities, we are interested in establishing a constructive dia- logue with our stakeholders and offer them the opportunity to share Connecting with Principles with us their feedback on this document.
We have also drafted our 2018 Sustainability Report, which includes detailed information on the indicators and programs we implemen- Activating Safety ted in the course of the year. In that technical report we respond to the company’s different forms, indexes, and commitments, such as the Principles of the United Nations Global Compact and the Sustai- nability Index of the Mexican Stock Exchange. Sharing Development
Uploading Quality of Life To view our full 2018 report, please access América Móvil’s corporate website at: https://s22.q4cdn.com/604986553/files/doc_downloads/ sustainability/es/AMX-IS-2018-Esp.pdf
Associations 2 EXECUTIVE SUMMARY 2018 Sustainability Report Message About this Report from the CEO
Message from the CEO América Móvil is making considerable strides in reaching its goal of consolidating its position as Company Profile a world leader in Information Technologies and in the development of connectivity-based solutions, both of which are essential for the comprehensive Updating Sustainability development of societies.
Such leadership is based on solid investments to address
Connecting with Principles the growing communication needs of our subscribers, both personally and at the business level, using state-of-the-art technology. As a company committed to the Principles of the
Activating Safety United Nations Global Compact, we are firmly committed to strengthening América Móvil as a catalyst for development and for improving the quality of people’s lives, on a solid
Sharing Development sustainable basis.
Uploading Quality of Life
Associations 3 EXECUTIVE SUMMARY 2018 Sustainability Report
With this in mind, our Sustainability Executive Commi- Year after year, we invest in the modernization of our Furthermore, this year we strengthened our policies ttee established a new sustainability strategy called infrastructure, expand our transmission network, re- and Code of Ethics ensuring that our employees at About this Report “Smart Sustainability” that includes nine objectives new our systems, and automate the operation of our all levels of the organization are familiar with and for our work, in alignment with the UN Sustainable networks. In 2018 we invested $15.1 billion Mexican committed to complying with them. Development Goals. pesos more than the previous year. We wish to thank our investors for their continued Message from the CEO Today, anyone connected to the internet can gain Additionally, as pioneers in the adoption of new trust, our customers for the opportunity they give universal access to content, information, education, technologies, this year we were able to introduce us to serve them with the best comprehensive tele- and entertainment using a mobile device. We are li- 4.5G services in our main markets. This technology communications solutions, our employees for their ving in an era of good fortune for technology. This supports speeds up to 10 times faster in compatible loyalty and dedication, as well as our suppliers, dis- Company Profile great opportunity comes a strong commitment to devices, which considerably reduces latency in the tributors and society as a whole for allowing us to be continue to be an agent of change, promoting inclu- network. This innovation enables us to promote an agent of change by connecting them to the world. sion, economic growth and well-being in every coun- hyper-connectivity and the internet of things. With try where we operate. the NarrowBand-IoT and LTM technologies we are It is with great pleasure that I present América Móvil’s Updating Sustainability able to connect millions of telemetry sensors that 2018 Sustainability Report, where you will find detailed América Móvil is an ally of digital transformation: we consume low amounts of energy and allow us to information about our progress and achievements for offer the best communication options, and, at the monitor millions of devices. All of this will enable us to the year. I reiterate our commitment to continue to same time, we develop new state-of-the-art solu- continue to facilitate and promote the “Digital Life”. make advancements that benefit our clients and to Connecting with Principles tions. Our focus point is to provide a comprehensive contribute to the development of well-being. experience for both consumers and companies, that We have also undergone an internal transforma- meet with all their expectations. tion—our culture, our processes, and our focus—to better serve the interests of our subscribers and Activating Safety We are able to do this because América Móvil has the market. We have improved our training pro- Daniel Hajj Aboumrad always been present, offering much more than just cesses and, in particular, we have implemented a CEO América Móvil one communication channel. We recognize that profound transformation across all our company telecommunications enable technology to play an divisions. We are currently participating in the deve- Sharing Development increasingly more relevant role in improving people’s lopment of projects with multi-functional equipment quality of life, offering our customers the possibility that facilitates the promotion of innovation and con- of being even closer and better connected through tinuous improvement. our networks, data centers, cloud, satellites, and Uploading Quality of Life submarine cables.
Associations 4 EXECUTIVE SUMMARY 2018 Sustainability Report Company About this Report Profile
Message from the CEO la us América Móvil is the leading company in integrated Aust ia telecommunications services in Latin America and Sl nia Company Profile the largest telecommunications company worldwi- C atia de in terms of total wireless subscribers, only be- S bia hind China and India. Ma nia Unit Stat s Updating Sustainability ul a ia ini an R ubli Company Presence M i u t Ri n u as Connecting with Principles In Latin America, América Móvil operates under its brands uat ala i a a ua Telcel, Telmex, and Claro. In Europe it operates under the El Sal a A1 brand through Telekom Austria, and in the United States C sta Ri a C l bia under Tracfone. ana a Activating Safety E ua u As of December 31st, 2018, América Móvil had a il
Sharing Development 360 million a a uay accesses, U u uay 276 million wireless subscribers (voice and data), C il Uploading Quality of Life and 84 million revenue generating units (RGUs1). A ntina
Corporate Headquarters 1 The RGUs of the fixed services include the number of fixed voice and data services accounts Associations and Pay TV (which include the number of subscribers of both Pay TV services as well as other digital services). 5 EXECUTIVE SUMMARY Main Brands and Businesses in the Countries Where We Operate
2018 Country / Region Main Brands Main Businesses Number of Accesses (thousands) Sustainability Report Telcel Mexico (4) Telmex Infinitum 97,785 Brazil Claro 91,702 Claro About this Report Colombia Telmex 36,852 151.8 billion Southern Cone Mexican pesos invested in 2018 to expand, improve, and upgrade Argentina Claro our infrastructure. Chile Claro 33,170 Message from the CEO Paraguay Claro Uruguay Claro Andean Region +859,000 km Ecuador Claro 22,200 of land fiber-optic cable. Company Profile Peru Claro Central America Costa Rica Claro El Salvador Claro Guatemala Claro 241,990 base stations Updating Sustainability 20,829 Honduras Claro of which 65% employ 3G, 4G or 4.5G technologies. Nicaragua Claro Panama Claro Caribbean Connecting with Principles Dominican Republic Claro 8,433 Puerto Rico Claro United States TracFone 21,688 +189 thousand Austria and Eastern Europe kilometers of Submarine Cable. . This cable can process 1.125 billion calls simultaneously, Activating Safety Austria A1 Belarus A1 broadcast 11 million HD channels at the same time, and download 2.8 million Bulgaria A1 songs per second. Croatia A1 27,261 Macedonia A1 Sharing Development Serbia A1 Slovenia A1 Tot al 359,919 27 Data Centers in eleven countries—15 are installed in Uploading Quality of Life Mobile voice and data and value-added services(1) Note: For more information please Latin America and 12 in Europe— click here. Fixed-line voice, data, and broadband, and IT services(2) to manage the cloud-based solutions we offer. Pay TV Content sales(3) Associations (1) Includes voice services, roaming, SMS, MMS, e-mail, browsing, entertainment, and game apps. (2) Includes local services and national and international long distance. 6 (3) Includes Claro video and Claro música services. (4) Services provided through subsidiaries that are not concessionaires of telecommunications services. EXECUTIVE SUMMARY Economic Performance Organizational Culture 2018 Sustainability Report
About this Report Our Mission Our mission is to ensure that people in every one of the countries where we operate have access to high quality Economic Value Economic Value Economic Value products and services with the latest technologically Generated Distributed Retained* Message from the CEO advanced telecommunications, at affordable prices, in order to bring as many people as we can closer together. 2017 1,021,634 989,479 32,155 Million Pesos (MXN) Million Pesos (MXN) Million Pesos (MXN)
Company Profile 1,038,208 983,691 54,517 Million Pesos (MXN) Million Pesos (MXN) Million Pesos (MXN) Our Vision 2018 To be the fastest-growing telecommunications company and Updating Sustainability 52,747 49,977 2,770 preserve our leadership in the telecommunications industry. Million Dollars (USD) Million Dollars (USD) Million Dollars (USD)
* Considering that the economic value retained is equal to the annual net profit.
Connecting with Principles Note: For more information on our financial performance please click here. Our Strategy To achieve our Mission, we implement new strategies to Activating Safety Percentage of Service Revenues1: maintain our leadership position in each of the markets where we operate.
We offer our customers innovative products and services of Sharing Development Fixed bundles2 33.9% the highest quality and most advanced technology and invest in our networks to optimize their capacity and coverage. We Mobile prepaid 32.5% also implement new technologies that allow us to be more Mobile postpaid 31.6% efficient, care for the environment, and improve the daily Uploading Quality of Life Fixed voice 1.9% experience of our subscribers.
1 Does not include revenue from other telcos, which include interconnection and roaming. Associations 2 Includes Fixed Broadband Pay TV and Fixed Voice in double- and triple-play bundles. 7 EXECUTIVE SUMMARY 2018 Our Values and Principles Our Objectives Sustainability Report
Our values and corporate ethics principles are the qualities that differentiate and guide us. We always keep them in mind and put them into practice on a About this Report daily basis as an essential foundation of our culture of excellence, productivity, Customer Satisfaction and leadership. • Increase our Net Promoter Score (NPS)1 • Maintain our CHURN rate2 • Improve the quality of our services Message from the CEO
Honesty Human Development
Company Profile Growth • Increase the number of subscribers • Meet our revenue budget
Updating Sustainability Respect Business Creativity
Leadership Connecting with Principles • Retain market share
Productivity Optimism and a Positive Attitude Activating Safety Profitability • Keep operations within budget
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Compliance with the Law Cost Management
Uploading Quality of Life 1 Index that measures the difference between the number of subscribers who recommend our services, and those who don’t. 2 CHURN rate. The number of mobile subscribers who drop our service during a specific period compared to the number of subscribers at the beginning of the period. Associations Social Responsibility Sustainability 8 EXECUTIVE SUMMARY 2018 Sustainability Report Updating About this Report Sustainability
Message from the CEO Corporate Governance Sustainability Strategy
At América Móvil we manage material issues strategically. The Company Profile Board of Directors is responsible for supervising and managing América Móvil launches the Executive Committee, the Audit and Corporate Practices Committee, as well as the Ethics and Sustainability Executive nine Committees. In addition, the Information Security Committee 2020 Sustainability Objectives Updating Sustainability makes periodic reports to the CEO. With this we ensure that strategic issues are visible at the company’s top level and have the support required to achieve the objectives. The process to update the sustainability strategy for América Móvil began in late 2017 and continued throughout 2018. The first step consisted in carrying out an in- Connecting with Principles depth materiality analysis which allowed us to identify those issues that constitute a priority for our stakeholders.
Board of With this in mind, in February 2018 the Audit and Corporate Practices Committee Activating Safety Directors constituted, with management’s recommendation, the América Móvil Sustainability Executive Committee. The Committee tackled issues that had been previously addressed and defined 9 objectives.
Sharing Development América Móvil Ultimately, these 9 goals became the basis for the new sustainability strategy General Management for the company, which we named “Smart Sustainability”, whose purpose is to position América Móvil as a catalyst for development and for improving people’s quality of life, through connectivity. Uploading Quality of Life
Executive Executive Sustainability Executive Ethics Associations Information Security Committee Committee Committee 9 EXECUTIVE SUMMARY Smart Sustainability 2018 Sustainability Report Uploading Quality of Life Activating Safety
About this Report América Móvil’s services, products, and projects help people have América Móvil’s services, products, and projects contribute to free- more free time, enjoy better health, and be better connected to their dom of expression and to improving safety for people and commu- loved ones. nities, directly or indirectly.
Message from the CEO Related indicators: Related indicators: • Lower emissions. • Safety devices and solutions for people and industries. • Recycling. • Information Security. • Cloud-based and device-based health services. • Privacy of information and communications. Company Profile • Connecting projects for vulnerable communities. • Response to emergencies and natural disasters. • Reduction in the need for mobility in order to get service. • Conservation programs. América Móvil helps me care for my safety and gets me closer to having a better quality of life. Updating Sustainability I am proud of being part of the América Móvil family.
Connecting with Principles Connecting with Principles Sharing Development
América Móvil’s values and ethics management make it possible for América Móvil’s services and products can become a company to have a great reputation. This includes working with our a strong driver and/or catalyst of economic activity Activating Safety suppliers, distributors, contractors, and employees. and personal growth.
Related indicators: Related indicators: • Ethics and corporate governance. • Training through aprende.org. Sharing Development • Talent development. • Narrowing the digital divide. • Attracting and retaining talent. • Financial services. • Customer service and satisfaction. • Promoting entrepreneurship. • Promoting innovation. • Developing small suppliers. Uploading Quality of Life • Managing the value chain and minimizing risks. • Volunteering. • Stakeholder engagement. • Local jobs. • Relationship with associations and organizations. • Work environment. I have access to a new future because Associations I am part of América Móvil. América Móvil helps me to be connected 10 to the brand at all times. EXECUTIVE SUMMARY Materiality and Stakeholders 2018 Sustainability Report In 2017 we carried out our materiality assessment following the methodology suggested by the GRI Reporting Standards, involving our main stakeholders in the majority of the countries where we operate.
About this Report Material issues for América Móvil are:
Message from the CEO pt to r o er te e e e t r tr t re
Energy efficiency pp er p t t r ter p Company Profile
t e or re er t o Minimizing waste report e re tor t o e er t o At América Móvil maintaining an open Updating Sustainability o o er t dialogue with our stakeholders is a
ro e t ootpr t or rt p t o e o or t o e r t priority that enables us to ensure t e e e o o r pro t o t o pr two-way communication. er e or t o This is why we have established several contact Connecting with Principles Re po e r et p t o e t o e t t channels to promote an open dialogue that et re po e et will allow us to understand our stakeholders’ e o te o o e expectations and concerns, so that we can ro ot o pet t e e Narrowing the er t t o e e op too address them proactively. Activating Safety t e o p t for the fight re o t o t po ert
er or e e t o p o ee tr o re t o pro r reer p
Sharing Development R l an Int nal an E t nal Sta l s e to o e too Efficient water use er t e opport t e e op pro er e trepre e r
oo t t re e pro t t t t Uploading Quality of Life or e or S ial En i n ntal an E n i I a t t ati ns
Associations 11 EXECUTIVE SUMMARY Sustainability Management Sustainability Objectives 2018 Sustainability Report Updating the company’s materiality assessment enabled us to As a first step in the process to ensure continuity of América focus our efforts on those issues on which we can truly have the Móvil’s leadership, and to promote the adoption of international positive impact we aim to have. By defining our relevant topics, best practices within the company, the Sustainability Committee About this Report we were able to establish a solid basis on which to redesign the established nine 2020 objectives. sustainability strategy for América Móvil, in alignment with the UN Sustainable Development Goals. Renewable Energy Message from the CEO In 2018 the main objective of the Sustainability Executive Committee was to de- 1. Use 50% of clean energy sources and commit velop the strategy known as “Smart Sustainability” and, with it, promote nine to streamlining operations in order to minimize objectives for 2020 and coordinate company efforts towards the strategy. energy consumption.
Company Profile Human Capital the ent to UN S nm DG 2. Perform evaluations on more than 80% of our employees. lig s A 3. Improve work environment satisfaction result from 78% to 80%, increasing participation from 87% to 89%. M Updating Sustainability y a t i t l e i r b i Education a a l n i i t 4. Increase by 20% the number of subscribers in the y a y
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Connecting with Principles r of 2.5 courses per user.
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p 5. Increase by 1% the average brand NPS for each country U Activating Safety where we operate. C y re ilit ate nab E a Sustai e xe itte Value Chain cutive Comm 6. Align 35% of our suppliers with our Supplier Code. Sharing Development 7. Assess 100% of our Tier 1 suppliers in The Committee oversees the sustainability maturity and performance of the com- sustainability performance. pany and supervises its execution. The main responsibilities of the committee are: 8. Offer training to 30% of our local suppliers.
Uploading Quality of Life • Identify and follow-up on material issues. • Establish long-term goals to manage issues deemed a priority. Health & Safety • Design mechanisms to translate the strategy and its objectives into actions 9. Achieve 0 fatalities. within the operations. Associations • Assign responsible parties to achieve the objectives and oversee compliance. • Facilitate compliance with the goals or objectives. 12 EXECUTIVE SUMMARY Relationship with Associations 2018 Sustainability Report and Organizations América Móvil projects and actions with a high impact on these goals As part of our long-term sustainability strategy we established About this Report partnerships with several associations and organizations that • Aprende.org conform to our principles and are aligned to our sustainability objectives. • Conservation of • Aprende.org biodiversity with the • Train for a Job Message from the CEO Global Compact WWF-Telmex Telcel • Internet for all project Foundation Alliance In 2018 we ratified our adhesion to the United Nations Global Compact. Since 2016, at América Móvil and our subsidiaries we have made a tangible effort to observe • Conservation of Company Profile the Ten Principles of the Global Compact and to align our operation to them. biodiversity with the WWF-Telmex Telcel Foundation Alliance
For more information on the United Nations Updating Sustainability • Renewable energy Global Compact please visit: www.pactomundial.org • Initiatives to reduce emissions, energy consumption, and fuel Connecting with Principles Contributing to the UN Sustainable consumption Development Goals • Refurbishing electric and electronic equipment Aware of the importance of contributing to the Sustainable Development Goals • Disposal of handsets Activating Safety (SDGs), as one of the most important telecommunications companies in the and accessories • Our employees world, América Móvil has taken concrete steps that have a positive impact on • Aprende.org eleven of these goals. The table below shows how our projects and actions are • Value chain linked to the SDGs. • Disposal of handsets • Work benefits Sharing Development and accessories • Digital customer service channels For more information on the UN Sustainable • Volunteering • Research and development Development Goals, please click here. • Social development projects • Infrastructure Uploading Quality of Life • Aid in natural disasters • Single RAN Project,
• Accessibility • Internet for all project • Aprende.org Associations 13 EXECUTIVE SUMMARY 2018 GSMA and the We Care Program Sustainability Report
Additionally, América Móvil has been an active participant since 2012 of the We Care Program led by GSMA (Groupe Speciale Mobile Association). About this Report This program’s initiatives are aligned with the SDGs, allowing the mobile industry to become a catalyst for reaching those goals. The following are the initiatives in this program and the América Móvil subsidiaries that participate in each of them: Mexico Dominican Republic Message from the CEO Digital inclusion Helping connect people with no access to the internet or to mobile technology. Honduras
Company Profile Child protection Finding ways in which to protect children from content found online. Nicaragua Environmental stewardship Updating Sustainability Implementing campaigns on how to ecologically dispose of mobile devices Guatemala Colombia and recycling them, as well as conducting reforestation and environmental stewardship activities.
Connecting with Principles Response to natural disasters and humanitarian crises El Salvador Enhance access to information and coordinate aid to people affected by natural disasters or humanitarian crises. Brazil
Activating Safety Combating device theft Costa Rica Develop initiatives that help decrease the number of mobile devices that get stolen.
The GSMA Blacklist is an IMEIs centralized database of stolen terminals that is Sharing Development managed by GSMA, to which operators can connect in order to upload or download Panama Argentina information that will later serve to deny access of stolen handsets to their networks.
Uploading Quality of Life Connected Women Peru Aims to reduce the gender gap in mobile internet and money services in low- and medium-income countries, and to unblock significant commercial and socioeconomic opportunities. We now know that when women prosper, Associations so do societies, companies, and economies. 14 EXECUTIVE SUMMARY 2018 Sustainability Report Connecting About this Report with Principles
Message from the CEO The principles behind our actions at América Móvil Code of Ethics and Human Rights
are the basis of the high reputation we have in society Our Code of Ethics serves as the ethical guideline for the decision-making Company Profile and with our stakeholders. The framework of the process and establishes the obligations of every América Móvil employee, which principles with which we operate have enabled us to include: to read and understand the Code of Ethics, comply with is principles, behave in an ethical manner, and report any deviations from the Code. be sustainable over time and will allow us to maintain Updating Sustainability our leadership in the industry. In February 2018, the Ethics Committee implemented a strong communications program for the new Code, and we developed a training course that will be offe- red online at every América Móvil operation worldwide. The Code of Ethics is available for all employees to review on the corporate website. New employees Connecting with Principles are introduced to it as part of their induction process.
Also, in 2018 we launched the America Móvil Whistle-blower Website that concentrates every report from all our operations, thus reaffirming our Activating Safety commitment to our corporate values and international best practices and strengthening communications channels with our stakeholders.
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Uploading Quality of Life
Associations 15 EXECUTIVE SUMMARY 2018 o t o Sustainability Report C at p e e t t o o A i a M il C itt orre t e e re istl bl bsit te p te t o o About this Report istl bl report R t n at epte top e e t R t i o t e report te p te Message from the CEO p or t o o R i by t report C at Et i s C itt epte
Company Profile R i by t al o er epte Et i s C itt per or C at tail in sti ati n Mana an Updating Sustainability Su is s Cl sin Re e te al C itt Connecting with Principles Re e te te p te t o o report
Activating Safety * Prior to updating the report in the system, the Corporate Manager oversees the investigation process carried out by the Local Committee. Once the Corporate Manager grants its approval to the Local Committee’s decision and process, the update is processed into the system.
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All reports need to be made through the América Móvil Whistle-blower Website. Whistle-blowers can opt to remain anonymous. Upon receiving the report, the country manager will share it with the Local Ethics Committee and will support the Committee in managing and monitoring the report Uploading Quality of Life until it is determined whether it is valid or not. The Ethics Committee will decide the validity, or not, of a report, assigning a deadline and person responsible for carrying out the investigation and, if the report is valid, determine any corrective measures.
Associations 16 EXECUTIVE SUMMARY Talent Development 2018 Sustainability Report Employees This year we created
At América Móvil we are convinced that the growth of our employees 1,972 About this Report constitutes one of the strategic pillars driving our growth. We attract and retain great talent and have grown into a professional new positions, and committed team. of which 35% were filled with internal candidates.
Message from the CEO 189,448 1,517 +100 thousand Company Profile employees performance and 360° employees with some kind of disability. evaluations.
Updating Sustainability 39% women 65% employees evaluated. Connecting with Principles • 2nd level manager 25.27% • 1st level manager 23.32% • Executive 18.49% Since 2011, we have been applying the working environment survey every year at all our subsidiaries, except for those in European countries. Activating Safety In 2018, more than 65% 85% of our of our employees Sharing Development employees are unionized across the Group participated, for a score of 78.5%.
Uploading Quality of Life Our turnover rate was One of the 2020 objectives of our sustainability strategy is to improve result of our working environment survey 12.9% from the current 78% to 80% satisfaction, and to Associations increase the level of participation from 87% to 89%. 17 EXECUTIVE SUMMARY 2018 Sustainability Report
About this Report We offered In Argentina we implement a permanent program to develop leader teams as the main drivers behind the company’s desired culture and objectives. 5.6 million This year there were two key programs: Message from the CEO training hours to more than 169 thousand employees. a manager-oriented
Company Profile course and a practical 90% leadership workshop of our employees Updating Sustainability participated in at least one training course. for supervisors.
Connecting with Principles More than
64 thousand employees globally Activating Safety received formal training on different continuous-improvement-related issues, In Chile this year we continued implementing with an investment of $84.4 million pesos. the Accountability program, aimed at strengthening integration among the strategic leadership top management team in order to create awareness of their responsibilities Sharing Development in driving and consolidating the PRO culture as the basis for continuous As part of our Sustainability objectives, improvement within every work team. for 2020 our goal is to evaluate more than This year we expanded its execution to
Uploading Quality of Life 80% 5 divisions. of our employees.
Associations 18 EXECUTIVE SUMMARY Managing the Value Chain 2018 Sustainability Report Our supplier relationship is based on a strategic centralized model For several years now we have included a sustainability clause in our supplier contracts that allows us to achieve economies of scale and synergies for our addressing topics such as environmental stewardship, protection of their employees’ subsidiaries. human and labor rights, as well as the legality of the inputs they use for making their About this Report products, ensuring that they are not sourced from conflict areas.
u nt Su t an ab R lati ns Currently, more than
Message from the CEO C nsi s luti n r e p o ee o p e e t 85% of our handset t o r o e o t R ist ati n s nin C nt a t an suppliers globally an s l ti n ana nt aluati ns Company Profile have signed contracts including our sustainability clause. e o r e e or t e r t o p e e er t er
Updating Sustainability This year we managed a supplier-evaluation program in order to develop plans that will allow us to minimize risks across our value chain, assessing our suppliers under the following criteria;
• Large-volume suppliers r et e r o tr t o tr t e e t o per t Connecting with Principles • Suppliers of key components pp er e e t o o t o e e t o er pro e e o • Suppliers for whom there are no substitutes o t o e • Suppliers near areas of high biodiversity Interaction of several divisions at different moments in the process • Suppliers based in areas with human rights risks Activating Safety
As part of our commitment to contribute to economic Sharing Development development of the countries where we operate, As part of our 2020 Sustainability objectives, on average more than we established three objectives pertaining to our value chain:
1. Align 25% of our suppliers with our Supplier Code. Uploading Quality of Life 75% 2. Assess 100% of our Tier 1 suppliers in sustainability of our suppliers performance. are local, 3. Offer training to 30% of our local suppliers. Associations that number can be higher than 90%. 19 EXECUTIVE SUMMARY Customer Experience On the other hand, the main goals of the Customer 2018 Experience division include implementing functional Sustainability Report At América Móvil, we work tirelessly to improve customer web architectures, the digitization and automation of experience. processes centered on consumer needs, generating savings for the whole company, and innovation in di- About this Report In 2018 we began a transformation process from a company that simply offers gital solutions. At year-end 2018, more than a service to its customers into one that connects with user experiences, placing our customers at the center of our strategy. Accordingly, early this year we put With our digital channels, today our customers can: 50 million together a workshop, in which representatives from all our operations participa- view our whole catalogue of products and services, Message from the CEO ted, to align the customer strategy, agreeing to implement two approaches: (1) compare plans and prices, monitor their consump- customers evaluate customer satisfaction by integrating components of Big Data Analytics tion levels, express their satisfaction level, pay invoi- had registered in the América Móvil and Artificial Intelligence components, to better understand their behavior while ces, increase credit in their pre-paid phone lines, get self-help websites. preserving the particularities of each market, and (2) establish alignment metrics answers to their questions in our FAQs section, and Company Profile to measure customer loyalty across countries / operations, which will allow us to chat with our advisors. identify whether the strategies launched by each operation work or not. This me- tric, called Net Promoter Score (NPS), is a customer recommendation indicator about our service. Today We receive Updating Sustainability 90% of 5.4 billion transactions monthly visits through all our channels. Connecting with Principles are done on self-service channels, In 2018, we carried out more than thus addressing the trend in consumer behavior toward self-service, while 10% are carried out in 340,000 surveys channels that offer personal service, including our Activating Safety in our operations in Latin America Customer Service Centers and our Call Center. to assess our customers’ loyalty. 70% of Digital sales of products customers Sharing Development and services prefer to browse our sites using their grew twice mobile devices.
Uploading Quality of Life As part of the 2020 Sustainability objectives, as much we strive to increase by an average of 1% our brand in January-December 2018 than the same period NPS for every country where we operate. of the previous year.
Associations 20 EXECUTIVE SUMMARY 2018 Sustainability Report Activating
About this Report Safety Privacy and Information Security
Message from the CEO Every year we review and improve our Information Security Strategy, whose Safety is among the top priorities for people, goal is to protect América Móvil’s infrastructure and the confidentiality, inte- grity, and availability of its information from the standpoint of prevention, con- governments, and community as a whole. New tinuous improvement, and sharing best practices among all the companies in Company Profile technological trends and the way in which we are the Group. interacting as a society, have made us focus on We have a General Information Security Policy in place which describes the gui- safety issues. At América Móvil we work constantly delines required for each operation to establish its local regulatory framework and Updating Sustainability so that the solutions and services we offer not only communicate the policies to all employees. It includes a communications system allow people to feel safer when using them, but also to facilitate the flow of information among countries.
to move one step forward and contribute to the In ati n S u ity St at y Connecting with Principles safety of the societies where we are present. In ati n S u ity C itt
Activating Safety C lian it t al and Regulatory Framework ro e e ro e e
Sharing Development IS 2 001 In ati n S u ity Mana nt Syst
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eop e eop e Int ity A ailability Confidentiality Associations 21 EXECUTIVE SUMMARY Privacy Management 2018 Sustainability Report Each country determines a Strategic Information Security Plan, which is updated The goal of our Personal Data Privacy Policy is to establish the either annually or bi-annually. We have an Information Security Executive necessary guidelines for the adequate use of personal information Committee, which meets annually, and an Information Security Managing and the physical, technical, and administrative security measures About this Report Committee that meets once a month. These Committees are in charge of that all our operations, employees, contractors, and authorized managing América Móvil’s Information Security Strategy globally. third parties need to comply with.
The policy includes three main guidelines: Message from the CEO
This year we offered training Integrity: on information security issues to more than Personal information must remain complete and exact. Company Profile 122 thousand internal employees and Availability: Updating Sustainability 46 thousand Information must be available to its owners or authorized users external parties across the whole América Móvil Group. at the exact moment they need it. In addition, each of our operations has an annual awareness plan and strategies to ensure that information is made available to all employees. Connecting with Principles Confidentiality: Personal data will be used exclusively by authorized personnel who have the necessary justification to use it. Activating Safety All our operations are aligned to the Certification of the ISO27001 Safety Management System With the goal of having all of América Móvil’s employees strictly comply with the and close to 34% of them have been certified. guidelines of this policy, we carry out frequent communication, training, and awa- Sharing Development Our goal is to increase this number in time, reness campaigns striving for a global and updated understanding of our policy. until we reach 100%.
Uploading Quality of Life Our Personal Data Privacy Policy is available here.
Associations 22 EXECUTIVE SUMMARY Response to Emergencies 2018 Sustainability Report and Natural Disasters
We prepare for contingencies and natural disasters constantly by Eruption of the Volcán de Fuego in Guatemala About this Report developing emergency response protocols and designing plans to reestablish affected services as soon as possible. We participate • Claro Guatemala offered aid to the victims of the eruption of the volcano, in GSMA’s initiative and collaborate with the authorities and other allowing us to immediately ensure communication for the victims and su- companies in our industry to share best practices and strengthen pport staff. Message from the CEO our response protocols for these types of events. • We credited 25-minute airtime bundles for calls to other operators and to At all our operations, we have protocols in place to respond to contingencies cau- the US. sed by natural phenomena minimizing potential damages of such events on our in- Company Profile frastructure, while at the same time ensuring that we have the human and material • We installed a mobile antenna with 2G, 3G, and 4G technology in San Juan resources needed to reestablish service as soon as possible. To be prepared and Alotenango in order to ensure communication in the area. ready to face them, we classify events as predictable or unpredictable. • We installed three mobile phone recharging modules, each with 28 connec- Updating Sustainability Predictable events tors, as well as 21 telephone plants with available airtime in the shelters set up in Escuintla and the Operations Center of the Coordinadora Nacional para la Reducción de Desastres (CONRED) in San Juan Alotenango, Sacatepéquez.
Connecting with Principles
Activating Safety Meteorological Summits Social Hurricanes Presidential visits Elections, traffic jams, marches, and demonstrations. Humanitarian Aid for Victims of Hurricane Willa Unpredictable events and Tropical Depression 19 in Mexico Sharing Development • Through the Carlos Slim and Telmex Telcel foundations we enacted the Aid Plan by delivering 12 tons of supplies to 11,000 beneficiaries in collaboration with authorities and the Mexican Army. Uploading Quality of Life • We also offered aid to communities affected by tropical depression 19 in Culiacán and Los Mochis, collaborating with humanitarian efforts and delivering in-kind donations. Geological Technological Meteorological Associations Volcano eruptions, Fires, explosions, Storms, tornadoes earthquakes chemical risks 23 EXECUTIVE SUMMARY 2018 Sustainability Report Sharing
About this Report Development Social Development Programs Aprende.org Message from the CEO At América Móvil, one of our main objectives is to Education is crucial for improving people’s lives and promote sustainable development, while gaining access to an inclusive and equitable education promote social development as a whole and within grants people the tools they need to improve their living conditions. Accordingly, Company Profile the communities where we have a presence. We are through the Aprende.org project we have partnered with the Carlos Slim convinced that social development, as well as the Foundation to make a contribution to eliminating access barriers to education and training worldwide by putting educational content and tools—that used to preservation of the environment, are fundamental be inaccessible—at the reach of our subscribers and the general population, Updating Sustainability to maintain our leadership. This also enables us to thus promoting their growth. This contributes to SDG number 4 promoting an contribute to having a better world by contributing equitable and inclusive education.
to the United Nations Sustainable Development Aprende.org is a free-of-charge digital platform that favors inclusion by ma- Connecting with Principles Goals. king available to users more than 8,000 job-training courses as well as cultural and educational content that can be offered to the population as a whole, from preschool to Master’s education, with no distinctions for gender, origin, socioe- conomic standing, and/or previous education. Activating Safety At América Móvil we believe that finding a solution to world poverty is required for economic growth, progress, and social development. Our duty in the countries where we operate is Currently, Aprende has more than Sharing Development to continue being a catalyst of development and inclusion by 21 million subscribers inviting people to participate in a more active manner. and offers an average of 2.4 courses per user in 168 countries, with more than Uploading Quality of Life 51 million courses completed to date. Associations 24 EXECUTIVE SUMMARY 2018 2018 Aprende National Tour Sustainability Report
Two years after the first tour took place, the Carlos Slim Foundation and the Telmex Telcel Foundation continue to bring technology closer to more people, About this Report offering them access to world-class educational content through the Aprende. org platform.
Message from the CEO During the second national tour, we visited 11 cities in Mexico to train more than 6,000 Company Profile low-income people on how to use the Aprende platform, thus promoting education and digital training. Updating Sustainability
The Aprende platform includes a section entitled Capacítate para el Empleo (Train for a Job) that offers online tools for all people who wish to obtain Connecting with Principles free training on several crafts and technical-operational activities in different production sectors, regardless of their previous experience.
• In Colombia, the Carlos Slim Foundation, the Ministry of Labor, the Servicio Activating Safety Público del Empleo (Public Employment Service), and the Departamento Administrativo de la Función Pública (Administrative Department of Public Function) used the platform as a training tool for young people.
Sharing Development In 2018, there were 190,000 Colombian users registered Uploading Quality of Life on the platform and more than 3,000 young people received training as Public Servants Associations and were later employed by different Colombian state entities. 25 EXECUTIVE SUMMARY • In Claro Guatemala more than 2018 Sustainability Report one-thousand América Móvil employees have subscribed to several Training for the Job programs. About this Report In addition, more than • In Ecuador, the Capacítate program was launched in 2016 as part of the pla- tform of programs and efforts aimed at offering Ecuadorian people more de- 29,000 people velopment and well-being opportunities based on learning. in the country are currently enrolled in a program offered by the platform. Message from the CEO
At year-end 2018,
Company Profile 55,630 courses had been concluded.
Updating Sustainability Similarly, the goal of the PruébaT (Test Yourself) tool is to offer learning expe- riences for teachers, students, and parents, free-of-charge. The program strives to strengthen knowledge and capabilities that are indispensable for continuing to learn in life. Connecting with Principles Finally, by means of a joint venture between the Carlos Slim Foundation and Khan Academy, the contents of this platform have been translated into Spanish thus providing access to Spanish-speaking users. Activating Safety
To date, more than Sharing Development 13.8 million users Uploading Quality of Life have been benefited by this partnership.
Associations 26 EXECUTIVE SUMMARY Narrowing the Digital Divide 2018 Sustainability Report At América Móvil we are constantly working on initiatives and pro- jects that contribute to narrowing the digital divide in the countries and communities where we operate. The Latin America and Cari- About this Report bbean region faces considerable challenges in terms of the adop- tion, use, affordability, and access to information technologies.
Message from the CEO
Company Profile In 2018, Telcel joined the “Nos Importa México”. Updating Sustainability (We Care for Mexico) campaign. In collaboration with other Mexican operators, and with the support of GSMA and the Asociación Nacional de Telecomunicaciones de México (ANATEL), this campaign is aimed at promoting gender equality and Connecting with Principles empowering Mexican girls and women, thus contributing to the 5th Sustainable Development Goal.
The following are among the actions that will be included in this campaign: Activating Safety • Promote that more girls and young women study and work in the fields of science, technology, engineering, and mathematics.
Sharing Development • Incorporate the Gender Perspective at the highest leadership levels across the telecommunications industry.
• Share the Mexican mobile industry experience with the Women 20 (W20) Uploading Quality of Life dialogue in order to make progress in the global efforts to eliminate the gender digital divide.
Associations 27 EXECUTIVE SUMMARY Reconectados (Reconnected) Project 2018 Sustainability Report The objective of this project is to help senior citizens become part of the digital world by using technology, thus gaining access to better living conditions.
About this Report In 2018, we held two events: The Senior Citizen Festival and the Iztapalapa Digital Village, training Message from the CEO 6,000 seniors.
Company Profile Women Connected Program
Updating Sustainability This year we launched the Women Connecting with Principles Connected program as part of a G20 comprehensive agenda. The goal of this program is to accelerate digital and financial inclusion for Activating Safety women, reducing the gender gap in low-income countries, thus offering better commercial and socioeconomic opportunities..
Sharing Development Driving Awareness Program
During 2018, we offered more than
Uploading Quality of Life 545 conferences, with the help of 60 pilots, to more than 161,000 young people in Mexico, Costa Rica, and Peru. It is important to mention that Telmex Colombia was granted the Bogotá Associations Galardón de Oro de la Secretaría de Movilidad (Gold Award of the Ministry of Mobility) for the contribution the company has made to road safety. 28 EXECUTIVE SUMMARY 2018 Promoting internet access at our communities Sustainability Report • In Brazil we benefited close to Globally we have developed the Internet for All initiative who- se goal is to include in the digital era the elderly, children from 124,000 people About this Report low-income families, people in remote locations, and people with with the Naves del Conocimiento (Knowledge Vessels) program disabilities, among other groups. Activities in this project include which provides internet access to highly vulnerable communities in the workshops on education and awareness on the safety of the inter- municipality of Rio de Janeiro, promoting inclusion, education, and civic net, environmental stewardship, and the use of social networks, responsibility through technology. Message from the CEO among others. • The goal of our Regional program in Lima, Peru is to offer comprehensive connectivity of the region with nine provinces in Lima, promoting local, regio- • The Pérez Zeledón Villages in Costa Rica benefit more than nal, and national integration as well as making a strong contribution to the Company Profile 7,000 people development of the benefited population. through workshops and talks to create awareness about the Thanks to this project, several public institutions including basic internet concepts, police departments, schools, and health establishments, Updating Sustainability correct and productive uses, and training on how to face the now have free access to the internet, considerable impact of social networks and technology. benefiting more than
• In Europa, the “A1 Internet for All” program is helping children, young people, 181,000 people. Connecting with Principles adults, and seniors to actively participate in and personally benefit from the This project, in which we collaborate with the digital transformation. Fondo de Inversión en Telecomunicaciones, FITEL (Telecommunications Investment Fund), will be built over the course of In Republic of Macedonia more than 18 months and we operate the Access Network for a period of 10 years. Activating Safety 30,000 people • In Dominican Republic we are collaborating with were benefited by a media literacy initiative for children • the National Network of Points of Access to the Internet, with the goal of teaching them how to use the internet safely and to which will provide free access to the Sharing Development educate them on the potential risks of social networks. network to low-income people, students, and government employees, • In Chile, we have the Aula Móvil (Mobile Classroom) program, thus contributing to narrowing the digital divide. which supports the most vulnerable sectors across the country Uploading Quality of Life by offering digital literacy to low-income • In Mexico we offer theCasa Telmex (Telmex Home), youngsters and women. an initiative to promote digital literacy and acquire knowledge for using essential digital tools. It is aimed at a segment of the population that doesn’t have the Associations resources (equipment and connectivity) to approach technology. 29 EXECUTIVE SUMMARY 2018 Sustainability Report Volunteering
About this Report We have several volunteer programs at some of our subsidiaries through which, in collaboration with different associations and foundations, we sponsor projects that promote the development of the communities where we are present. Message from the CEO
Company Profile
Updating Sustainability In 2018 we had 8,470 volunteers, of whom 56% participated in different efforts during their workday. Connecting with Principles We invested a total of 48,509 hours in volunteer efforts. Activating Safety
Sharing Development
Uploading Quality of Life
Associations 30 EXECUTIVE SUMMARY Promoting Entrepreneurship and Environmental Stewardship 2018 Sustainability Report Innovation in the Community Protecting the environment and biodiversity, as well as achieving One of the approaches of América Móvil to make a contribution to efficiencies in the use of resources and managing waste correctly About this Report the development of the communities where we are present, is to are all a priority for América Móvil. Our focus is placed on constantly support institutions and organisms aimed at promoting entrepre- reviewing our processes and operations in order to implement neurship and innovation projects. In this way, we contribute to the actions that contribute to reaching these goals. evolution of cutting-edge projects in telecommunications, servi- Message from the CEO ces, and the use of mobile technologies. One of the 2020 sustainability goals is to use 50% of clean energy sources and commit to streamlining operations in order to Company Profile minimize energy consumption. In Europe To achieve this, we will continue to implement projects that we developed the are showing good results, while at the same time introducing new projects that have a high impact in terms of energy. Updating Sustainability A1 Co-Creation program whose goal is to invite startups to co-create new technological solutions in Big Data, security services, During 2018, across all our operations cognitive automation, and online marketing automation to our energy consumption was Connecting with Principles foster digital transformation and for participants to benefit from business cooperation. 5.9 million Megawatts/hour (MWH).
Activating Safety In Brazil we carry out the Rinobot project in collaboration with the Universidad Federal de Juiz de Fora to foster the development of a 31% robotics project at the University level, generating innovation and of our MWH consumption new technologies and benefiting 40 students. comes from renewable energy sources.1 Sharing Development In Mexico we collaborate with the Comunidades de Conocimiento (Knowledge Communities) project which brings together public and Close to private entities and/or civil associations with expertise in an issue Uploading Quality of Life that is of interest for the community. With this project, TELMEXHub 68% establishes a relationship with these communities and shares and of the countries where we operate communicates information with them. The main topics broached employ energy from renewable sources. by the program include innovation, entrepreneurship, technological Associations development, and digital tools. 1 This number includes renewable energy supplied by local operators, the energy obtained by market operators, and self-generated energy. 31 EXECUTIVE SUMMARY During 2018 we consumed In Europe, employing the latest RAN 2018 at the A1 Telekom Austria Group Sustainability Report 53 million subsidiaries ensures energy efficiency liters of gasoline, within the company, replacing old components as part of the LTE rollout About this Report 49 million and employing innovative cooling techniques, liters of diesel, and helping reduce electricity 50 thousand requirements by up to Message from the CEO liters of biodiesel. 75% 554 thousand liters of LP gas, 4 million compared to conventional liters of ethanol, and 26 thousand cubic refrigeration systems. meters of natural gas. Company Profile For the fifth consecutive year, This year the greenhouse gas emissions our network in Austria was of our operations certified as carbon neutral. Updating Sustainability added up to It was evaluated and validated by TÜV SÜD 2,335,725 based on the international tons of CO2e PAS 2060 standard. Connecting with Principles which is in line with our objective of consuming 2.3 million tons of CO2e. We continue to implement the SingleRAN A1 Telekom Austria Group Project, which allows a 50% reduction in the improved its energy Activating Safety space required for the site, a 60% reduction in efficiency by the weight of the tower, and a 40% reduction in energy consumption. 24% between 2017 and 2018. Sharing Development
The Austrian affiliate expanded its photovoltaic systems at the Arsenal A1 Uploading Quality of Life Technology Center in Vienna and installed 312 solar
Associations modules in close to 516 m2. 32 EXECUTIVE SUMMARY At Telmex México our goal was a reduction of In Peru we were granted an 2018 5% with respect to the 2017. environmental management Sustainability Report Not only did we reach this goal, but we certificate for laying saved an additional 800 kilometers About this Report 232,000 of fiber-optic cable in protected areas kWh. and environmental buffer zones, in the Peruvian jungle. This constitutes the first time a telecommunications company has been granted this certificate. It is a testament to the fact that the investment Message from the CEO project does not have a negative impact on the Peruvian Environmental Management System.
Company Profile Telcel implemented the During 2018 we generated Nuevo estándar de enfriamiento en RBS tipo Shelter (New RBS Shelter cooling 20,330 tons Updating Sustainability standard), allowing us to eliminate of non-hazardous waste, of which more than 99% of the waste generated in Mexico 2.9 Tons and the Andean Region was recycled, 98% in Brazil, 97% in of R-22 gas. Central America, and 93% in Colombia. Connecting with Principles The new technologies employ R-407 gas and even use fresh air to ventilate the interior of shelter-type base stations.
Activating Safety At our operations in Europe, this year we recycled In Ecuador, we eliminated generators. 80,386 handsets, Sharing Development This resulted in savings of for a 9% increase with respect to 2017. 153,000 liters in our diesel consumption Uploading Quality of Life that were used for producing power In Colombia, by refurbishing with emergency generators. 1,042,696 devices we achieved a reduction of 745.4 tons of waste from electric Associations and electronic devices that are reincorporated into the useful life cycle. 33 EXECUTIVE SUMMARY Water consumption during 2018 was 2018 Sustainability Report 4,576,650 cubic meters. About this Report
Message from the CEO
Thanks to the WWF - Telmex Telcel Foundation, Company Profile the Conservation Program for the Monarch Butterflies has reforested more than 13,501 hectares Updating Sustainability by planting almost 15 million trees produced in 13 community forest nurseries. Connecting with Principles Likewise, we carry out initiatives such as the Program to Protect Jaguars and the Conservation of Marine Species in the Sea of Cortez.
Activating Safety On the other hand, the same partnership has produced the La Naturaleza en tu Escuela (Nature at Your School) program. The 2018 edition entitled Escúchame (Listen to me) centered on hunchback whales. Sharing Development Through this program we visited 16 states in the country, with the participation of 16,000 students Uploading Quality of Life from 147 schools. During 2018, the program’s website received more than 25 million Associations interactions in one week. 34 EXECUTIVE SUMMARY 2018 Sustainability Report Uploading About this Report Quality of Life
Message from the CEO Innovation At América Móvil the products, services, and At América Móvil we are working constantly so that our infrastructure, products, solutions we offer our customers help them enjoy and services are able to incorporate such a transformation. Likewise, we are Company Profile benefits that can result in a better quality of life preparing for future requirements of communication technologies, such as the such as the reduction in the need to move around 5G network, the Internet of Things (IoT), or new cloud-based services.
resulting from the services offered by mobile It is at this new digital ecosystem that, among others, the IoT, cloud-based Updating Sustainability devices, or the health services we host on the cloud. services, Big Data services, information analytics, e-commerce, Over the Accordingly, we are constantly working to be able Top (OTT) services, and Artificial Intelligence, all converge. For them to work well, they have to be connected at all times and latency needs to equal zero. to offer state-of-the-art products and services that This is why it is crucial that we have enough capacity and the necessary Connecting with Principles directly impact the quality of life of our consumers infrastructure for our network to serve the transaction volume and data traffic and society as a whole. that this demands.
Beyond that, we are working on expanding our offering of proprietary services Activating Safety and solutions in order to continue the transformation process from a traditional telecommunications company to one that offers its own unique products and services for the new digital era.
Sharing Development
In 2019 we will invest Uploading Quality of Life 169 billion pesos in reinforcing our fiber-optic cable and our regional infrastructure. Associations 35 EXECUTIVE SUMMARY 2018 Health Services Sustainability Report
Health Services is among the areas in which technology and tele- It also has detailed information on more than communications can have a major impact on the quality of life for About this Report people. Fully aware of this, at América Móvil we allocate resources 17.4 billion to projects that will enable people in the communities where we doses of vaccines that have been applied. operate to enjoy these benefits.
Message from the CEO In Colombia the MiDoctor (MyDoctor) project makes more than 2,000 doctors The goal of The CASALUD Strategy2, created by the Carlos Slim Foundation in with different specialties available to offer virtual medical consultations, without collaboration with the Ministry of Health and the state governments, is to address the need for our mobile service subscribers to have a credit card. Mexico’s public health problems, particularly among low-income populations, by opportunely identifying chronic illnesses including diabetes, high blood pressure, Company Profile In Chile we developed the Kommandant app, that creates a fast and efficient and obesity. It achieves this by re-engineering prevention and first-contact health record of firemen responding to a given emergency by including fire-resistant IoT services processes. tags that measure how long rescuers have been handling the emergency, how much oxygen they have left, and the tasks they have carried out, among other Updating Sustainability things. This allows the supervisor to make informed and timely decisions. The CASALUD Strategy In Austria we developed the Medical Data Network which connects doctors, has been recognized by Deloitte as one of the top hospitals, labs, and other medical institutions in order to share updated and ti- ten most innovative models used to detect chronic Connecting with Principles mely information. illnesses worldwide.
In Mexico we implement the Sistema Integral de Información en Vacunas SIIVAC (Comprehensive Vaccine Information System), which helps monitor children in Activating Safety Mexico and produce timely and reliable information that allows for efforts to be It has been implemented in 27 Mexican states, operates at better focused and to complement vaccine information on the whole population. 12,489 To date, first-contact Health Units nationally, Sharing Development SIIVAC1 has records for more than and monitors more than 1,207,000 1.8 million patients diagnosed with a chronic disease. Uploading Quality of Life children five years of age or younger and operates in 3,599 health units with 7,039 people in charge of applying vaccines. 1 For more information on the SIIVAC model, please 2 For more information on the CASALUD Strategy, visit the following website: please visit the following website: Associations https://fundacioncarlosslim.org/siivac-mexico-a-la- https://www.salud.carlosslim.org/innovacion/casalud/ vanguardia-en-vacunacion/ 36 EXECUTIVE SUMMARY Accessibility 2018 Sustainability Report Given that inclusion is a priority for América Móvil, every year we make an effort to make our communications channels more About this Report accessible to all.
Because we are convinced that connectivity gene- In December 2018 we offered rates empowerment and helps narrow the inequali- a workshop on accessibility of digital Message from the CEO ty gap, at América Móvil we have worked on having content in which websites that are accessible to all. We make sure that all people can have access to content published 65 América Móvil on our americamovil.com, telcel.com, and telmex. Company Profile com websites. Web accessibility implies that peo- employees ple with disabilities, the elderly and/or people who participated. are not familiar with the internet are able to use and browse these websites with the same effectiveness Updating Sustainability than the rest of the population.
Connecting with Principles In Croatia we provide mobile phones to people with eyesight disabilities which have a larger screen and a simplified navigation menu. Activating Safety These websites comply with or surpass the In addition, SMS and chat messaging capabilities requirements established by the Web Content benefit deaf people. Accessibility Guidelines 2.0 Level A. We have also been Level A certified by Sharing Development an external verifier, and we will work on permeating these efforts to the rest of the websites of our subsidiaries.
Uploading Quality of Life Responding to this fact, our subsidiary in Belarus offers a reduced special fee for people with auditory disabilities.
Associations 37 EXECUTIVE SUMMARY Associations in which we participate 2018 Sustainability Report We are members or national and foreign associations and organisms that support our industry or in some way benefit society.
About this Report América Móvil Groupe Speciale Mobile Association (GSMA) Pacto Mundial de las Naciones Unidas (UN Global Compact) Honduras Message from the CEO Unión Internacional de Telecomunicaciones (UIT) Cámara Empresarial Honduras-México 5G Américas Comité Ejecutivo del Punto de Intercambio de Tráfico de Internet en Honduras Asociación Interamericana de Empresas de Telecomunicaciones (ASIET) Nicaragua Austria Company Profile United States Consejo Superior de la Empresa Privada (COSEP) Next Generation Mobile Networks Alliance The Wireless Association (CTIA) Cámara de Comercio Americana de Nicaragua (AMCHAM) respACT Unión Nicaragüense de Responsabilidad Social Empresarial (UNIRSE) ETNO Mexico Cámara Empresarial Mexicana Nicaragüense GSM Memorrandum of Understanding Updating Sustainability Consejo Coordinador Empresarial (CCE) Cámara Nicaragüense de Internet y Telecomunicaciones Asociación Nacional de Telecomunicaciones (ANATEL) Telecom CIDE Brazil Associação Brasileira de TV por Assinatura Connecting with Principles Guatemala Associação Brasileira de Recursos Telecom Cámara de Comercio de Guatemala Associação Nacional de Operadores de Celulares Cámara de Industria de Guatemala Conselho de Desenvolvimento Econômico e SocialChile Cámara de Comercio e Industria Guatemalteco Mexicana Activating Safety Paraguay El Salvador Cámara de Operadores Móviles del Paraguay (COMPy) Asociación Nacional de la Empresa Privada (ANEP) Unión Industrial del Paraguay (UIP) Cámara Americana de Comercio de El Salvador (AMCHAM) Centro de Regulación, Normas y Estudios de la Comunicación (CERNECO) Sharing Development Cámara de Comercio Salvadoreña (CAMARASAL) Cámara de Anunciantes del Paraguay Cámara Salvadoreña de Telecomunicaciones (CASATEL) Uruguay Cámara Salvadoreña Mexicana de Comercio (CASALMEX) Cámara Uruguaya de Tecnologías de la Información Cámara de Telecomunicaciones del Uruguay Uploading Quality of Life Costa Rica Cámara de Tecnologías de Información y Comunicación Argentina Cámara de Infocomunicación y Tecnología Cámara de Comercio Argentina Mexicana (CCAM) Ucaep Cámara de Informática y Comunicaciones de Argentina (CICOMRA) Associations Cámara de Comercio de los Estados Unidos en Costa Rica (AMCHAM) Cámara Argentina de Internet (CABASE) Cámara Empresarial México-Costa Rica Cámara de Comercio de los Estados Unidos en Argentina (AMCHAM) 38 EXECUTIVE SUMMARY 2018 Dominican Republic Sustainability Report Acción Empresarial por la Educación (EDUCA) Acción Pro Educación y Cultura (APEC) Asociación de Comerciantes e Industriales de Santiago (ACIS) About this Report Asociación de Empresas Industriales de Herrera (AEIH) Asociación de Industrias de la Región Norte (AIREN) Asociación de Industrias de la República Dominicana (AIRD) Asociación Dominicana de Constructores y Promotores de la Vivienda (ACOPROVI) Message from the CEO Colombia Asociación Dominicana de Empresas de Exportación (ADOEXPO) Asociación de Exportadores y Manufacturas (ASEXMA) Asociación Dominicana de Empresas de Inversión Extranjera (ASIEX) Andesco Asociación Dominicana de Empresas de Telecomunicaciones (ADOMTEL) Reconciliación Colombia Asociación Hoteles y Turismo de la República Dominicana (ASONAHORES) Company Profile Cámara Colombiana de Informática y Telecomunicaciones (CCIT) Asociación Nacional de Jóvenes Empresarios (ANJE) Cámara de Comercio Colombo Mexicana Asociación Nacional de Usuarios No Regulados (ANUNR) Asociación de Industriales de Colombia (ANDI) Cámara Americana de Comercio de la República Dominicana (AMCHAM) Cámara de Comercio Dominico Mexicana (CADOMEX) Updating Sustainability Ecuador Cámara de Comercio y Producción de la Vega, Inc. Asociación de Empresas de Telecomunicaciones (ASETEL) Cámara de Comercio y Producción de Santiago (CCPS) Cámara de Comercio de Guayaquil Cámara de Comercio y Producción de Santo Domingo (CCPSD) Cámara de Comercio de Quito Cámara Dominicana de las Tecnologías de la Información y la Comunicación (CAMARATIC) Connecting with Principles Cámara de Industrias de Guayaquil Confederación Patronal de la República Dominicana (COPARDOM) Cámara Binacional Ecuador-México Consejo Nacional Empresa Privada (CONEP) Cámara de Comercio Ecuatoriano Americana de Guayaquil Fundación Institucionalidad y Justicia (FINJUS) Alianza Antipiratería en DTH Red Nacional de Apoyo Empresarial a la Protección Ambiental (ECORED) Activating Safety Peru Puerto Rico Asociación para el Fomento de la Infraestructura Nacional (AFIN) Asociación de Industriales United Way Perú Asociación de Ejecutivos de Ventas y Mercadeo Sharing Development Cámara de Comercio de Puerto Rico Chile Alianza de Proveedores de Telecomunicaciones Asociación de empresas de telefonía móvil (ATELMO) Centro Unido de Detallistas ICARE Puerto Rico Hotel and Tourism Association Uploading Quality of Life Cámara de Integración Chileno Mexicana (CICMEX) Acción RSE Asociación de Exportadores y Manufacturas (ASEXMA)
Associations * Panama does not belong to any Association. 39 EXECUTIVE SUMMARY 2018 Sustainability Report Information About this Report and contact
Message from the CEO
Company Profile
Updating Sustainability
Connecting with Principles
If you wish to share with us your opinion on the contents of this report, please contact us via any of the following channels: Activating Safety E-mail: [email protected]
Sharing Development Phone number: +52 (55) 2581 3700 ext. 1097
Website: Uploading Quality of Life http://www.americamovil.com
Associations