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—Bookintegrated 2016 Annual Report Profile Stéphane Richard Philosophy Creating value Essentials2020 Key figures Resources Governance Ethics and responsibility Performance Integrated 2016 annual report Orange Note— —book Profil du Groupe Orange integrated 2016 annual report What we do Profile Operations and revenues P. 04 Markets and sales Highlights Stéphane Richard Interview with the Chairman and Chief Executive Officer P. 16 Better me Philosophy Smarter society P. 22 Augmented planet Digital citizen Facts and figures Businesses Creating value Public sphere P. 32 Civil society Employees Offering enriched connectivity Reinventing the customer relationship Essentials2020 Building a company model that is both digital and caring P. 40 Supporting the transformation of business customers Diversifying by capitalising on our assets Key figures Our Essentials2020 indicators P. 62 Our Group indicators Investments Resources Innovation P. 68 Open innovation Brand Principles and governing bodies Governance Management P. 74 Risk management Business conduct and anticorruption Ethics and Responsible purchasing Human rights and freedom of expression P. 82 responsibility Ecological transition Orange Foundation Share performance Performance Operational and financial figures P. 90 Extra-financial figures Profil du Groupe 04 05 1. Profile Orange integrated 2016 annual report 1 A French public limited company (société anonyme) since €40.9 billion 1996 2016 Group revenues What we do Broadband Landline Mobile Internet Operating in 29 Wholesale countries worldwide Enterprise communication services Connected Mobile financial Content objects services Serving Thanks to our 263 155,000 million customers employees 06 07 Profile Operating networks, creating digital experiences Our customers What we do Residential. Orange is providing enriched Landline, mobile and broadband Internet, connectivity services for 263 million customers the Group’s legacy core business. Orange in 29 countries. designs, develops and operates landline and mobile networks in Europe, Africa and the Businesses. We are supporting over 2 million Middle East. We are constantly harnessing professionals and SMEs and more than high-speed and very high-speed broadband 3,000 multinationals on every continent with technology (ADSL, Fibre, 3G, 4G, etc.), and the our digital transformation facilitation solutions. new possibilities it is opening up, to enrich connectivity, enable unmatched experiences Operators. More than 1,000 landline and packed with added value, and bring people mobile carriers, Internet service providers, closer to the things that matter to them, i.e. other service providers and Internet content their homes, wellbeing, entertainment and suppliers have chosen our wholesale deals. work. Wholesale. Our extensive worldwide networks, and in particular our submarine cable laying and operating capabilities, rank Orange among the leading players in the wholesale market and enable us to tailor our solutions to other operators’ requirements. Enterprise communication services. Orange Business Services and our specialist teams provide infrastructure services, integration services and digital solutions covering large and small companies’ requirements in every area, including employee productivity, customer relationships, project management and security. Content. Convergence is gathering pace, content is gaining prominence as a result, and Orange is playing an important role on this front, bringing its customers best-in-class services encompassing TV, VOD, cinema, series, music, games and more. Orange integrated 2016 annual report 1 Communities. We partner communities in all areas hosting Orange operations because we are aware that expanding digital infrastructure and introducing innovative services and new ways of using technology are now central to an area’s appeal and its economic and social momentum. Our teams The 155,000 women and men working at Orange share a unique kind of responsibility: they support our customers, and make their digital lives more convenient, around the world. They join forces and pool their expertise spanning a wide variety of fields, to imagine the most compelling products and services, build and bring to life state-of-the-art networks and information systems, lead research projects, nurture relationships with Connected objects. Orange is active customers, and build partnerships within an throughout this forward-looking sector’s value extensive international ecosystem. chain: we distribute and connect objects, and provide value-added services in areas ranging from healthcare and wellbeing to connected homes and beyond. We are also developing platforms to collect the raw data that these new ecosystems are generating and bundle it into smart solutions. Mobile financial services. Orange is pushing ahead with its strategic diversification into this sector, developing transactional services (such as Orange Money in Africa), contactless payment solutions (Orange Cash) and an all-new, all-round mobile banking solution, Orange Bank. 08 09 Profile Our international footprint Europe Belgium France Luxembourg Moldova Poland Romania Slovakia Spain Africa and Middle East Botswana Burkina Faso Cameroon Central African Republic Côte d’Ivoire Democratic Republic of the Congo Egypt Equatorial Guinea Guinea Guinea-Bissau Iraq Jordan Liberia Madagascar Mali Mauritius Morocco Niger Senegal Sierra Leone Tunisia Orange provides end-to-end enterprise connectivity services in 220 countries and territories under its Orange Business Services brand. Orange integrated 2016 annual report 1 Revenue breakdown €40.9 billion in 2016 (Group) France Spain 44.6% 12.2% Poland Belgium and Luxembourg Central Europe 6.4% 3.0% 4.0% International carriers Africa and Middle East Enterprise services & shared services 12.1% 14.8% 2.9% 10 11 Profile Markets and sales The worldwide telecommunications access from their fibre connections. services market – encompassing network Lastly, 7.8 million customers had signed up for access, hardware and use – continued to Orange’s Open (convergence) deal at end-2016. grow at a healthy pace in 2016, and its overall revenues rose 1.7% to €1,130 billion. Spain Macroeconomic situations around the Mobile services gained ground as Orange globe, however, varied. Internet services expanded its 4G coverage and enhanced are now fuelling one third of the growth its deals, and we had 7.9 million 4G customers in the broader information and at 31 December 2016 (1.5x year on year). communication technology (ICT) sector, A total of 3.9 million customers have and telecommunications services now signed up for landline broadband services account for 12% of that sector’s expansion (up 5% year on year), and their ARPU is – again, notwithstanding wide disparities now 7.5% higher, following rapid development from one region to another. The value in Fibre and TV services. Fibre has reached of the telecommunications services 1.6 million customers (2x year on year) market increased a scant 0.2% in Europe and accounts for 41% of Orange’s (after shrinking for five years) and 0.5% landline broadband client base, while in North America in 2016. The trends 507,000 customers now subscribe to in emerging areas are more buoyant: its TV services (1.7x year on year). the market grew 3.1% in Asia Pacific and a significant 2.9% in Africa and Poland the Middle East, where the Group has Mobile plans grew 13% year on year, chosen to build its footprint into its second and the number of people using 4G rocketed largest worldwide, behind Europe. 110% to 4.3 million at end-2016. Landline (Source: IDATE.) services declined over the full year but embarked on an upswing in the second half France of 2016, with a significant increase in net sales Orange’s mobile customer base grew 2.5% of very high-speed VDSL and Fibre deals year on year to 30 million, including 3.3 million (44,000 in Q3, 56,000 in Q4). By end-2016, Sosh clients. Meanwhile, 4G coverage has a total of 492,000 customers had very reached 88% of the population, and 11.3 million high-speed broadband access, including customers are using this technology daily, 88,000 with fibre connections, following ranking Orange as the market leader. 65% growth over the year. The number The Group’s landline broadband customer of people who had signed up for BtoC base grew 3.9% to 11.2 million at year end, convergent deals rose 23% to 566,000 in 2016. and fibre network rollout stepped up, reaching 6.9 million connectable households. Belgium and Luxembourg Almost 1.5 million customers are now enjoying Mobile services recorded 2.0% growth in the full benefit of very high-speed broadband Q4 2016, despite the decline in international Orange integrated 2016 annual report 1 120.7 million at 31 December 2016. Mobile data services soared 31% over the same quarter. Orange Money had 28.9 million customers and recorded a 58% increase in revenues at end-2016. Enterprise services IT & integration services saw 3.9% growth in Q4, following a 4.5% increase in this segment over the first nine months of 2016. Security and Cloud services respectively surged 26% and 20% in Q4. Growth in VoIP and customer relationships services offset some of the roaming fees in Europe. The number of decline in the legacy telephony segment. Data customers on mobile plans increased services shrank 2.8% in Q4, including an 11.3% 1.9% to 2.3 million, and landline services drop in broadcasting. grew 3.1% in Q4, buoyed by the convergent deals we recently launched in Belgium. International carriers & shared services By end-2016, Orange Belgium had a total Revenues declined 2.2% on a comparable of 33,400 customers on convergent Internet basis. Growth at Orange Marine (which lays and and IPTV deals, and 56,700 on mobile plans. maintains submarine cables) counterbalanced part of the decrease in voice services for Central Europe international operators. Orange had 15.1 million mobile customers at 31 December 2016. Its 8.2 million customers on mobile plans (up 4.2% year on year) account for 54.1% of its mobile customer base (up 2.4 points year on year). Its 4G mobile customer base doubled in 2016 to 3.2 million (i.e.
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