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DELIVERING OUR STRATEGY Axiata Group Berhad Integrated Annual Report 2020 60 2020 Overview of Digital Telcos’ Performance

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DELIVERING OUR STRATEGY Axiata Group Berhad Integrated Annual Report 2020 60 2020 Overview of Digital Telcos’ Performance Axiata Group Berhad Integrated Annual Report 2020 59 Shraddha Bhattarai Specialist, Legal & Corporate Services Department Ncell Axiata Terrace gardening to grow my family’s supply of vegetables. #ItBeginsWithMe DELIVERING OUR STRATEGY 2020 Overview Of Digital Telcos’ Performance Telcos’ OfDigital Overview 2020 Notes: Reporting By Geographical Location Geographical By Reporting Bangladesh Bangladesh Malaysia 52.7 6.6 4 3 2 1 2019 financial numbers are post International Financial Reporting Standards (IFRS) 16 (except for Indonesia, which is only from 2020) from whichisonly Indonesia, for (except 16 (IFRS) Standards Reporting Financial International post are numbers financial 2019 2016 2016 Smart’s Revenue are pre IFRS 15 for the years prior to and up to 2019. 2020 Revenue is post IFRS 15 IFRS ispost Revenue 2020 2019. andupto to prior years the for 15 IFRS pre are Revenue Smart’s Axiata’s reporting by geographical location is conducted for its OpCos: Celcom, XL, Smart, Dialog, Robi andNcell Robi Dialog, XL, Smart, Celcom, OpCos: its for isconducted location geographical by reporting Axiata’s 2017 figures have been restated to exclude edotco Cambodia’s results, for like to like comparison with 2018 figures 2018 with comparison like to like for results, Cambodia’s edotco exclude to restated been have figures 2017 Nepal’s financial numbers are based on financial year ended mid(15 ended year financial on based are numbers financial Nepal’s 14.3 2.3 (3.9) 1.0 Billion) (RM 68.3 (BDT Billion) 6.6 2017 2017 13.0 2.3 (2.8) 1.1 68.0 7.3 2018 2018 16.6 1.9 2.1 0.3 74.8 6.7 1 2019 2019 28.8 2.6 0.17 0.8 75.6 6.2 2020 2020 th 32.2 2.6 /16 th ) December through the years 2017 to 2020 to 2017 years the through ) December 1.6 0.7 Axiata Group Berhad Integrated Annual Report 2020 Cambodia Cambodia Indonesia 262.8 21.4 2016 2016 129.8 8.1 67.2 0.4 (IDR Trillion) (USD Million) 268.2 22.9 2017 2017 127.2 8.3 2 68.1 0.4 287.5 23.0 2018 2018 134.8 8.5 67.6 (3.3) 315.3 25.2 2019 2019 167.8 10.0 74.4 0.7 326.7 26.0 2020 2020 178.9 13.1 70.0 0.4 Nepal Nepal Lanka Sri 86.7 2016 29.2 (NPR Billion) 58.1 2017 9.0 (SLR Billion) (SLR 37.0 94.2 18.9 2017 33.9 57.5 2018 10.8 35.5 109.2 15.3 2018 43.5 54.2 Revenue 2019 7.5 31.8 116.8 14.0 2019 46.7 41.9 2020 EBITDA 10.8 23.9 120.1 3.1 2020 50.9 PAT 12.0 60 Axiata Group Berhad Integrated Annual Report 2020 61 Year of Investment/Shareholding: Technology Deployed: No. of BTS/ Network Coverage 2008/100.00% Mobile: Node B: (by population coverage): Nature of Business: GSM/GPRS/EDGE, 3G/ 2G: 8,192 2G: 95.22% Mobile Telecommunications HSPA+, LTE/LTE-A/VoLTE 3G: 15,087 3G: 94.18% 4G: 21,213 4G: 92.23% Scan to watch more from Scan QR code to visit Customers: Fixed Network: 8.7 million our Chief Executive Officer, Celcom’s website FTTx, WTTx Celcom Axiata Revenue EBITDA EBITDA Margin PATAMI Customers Implemented various Consistently carried out Adapted to new norms: (RM Billion) (RM Billion) (%) (RM Billion) (Million) safety measures at the multi-level communication Fast adoption of Work- -7.3% -14.2% 3.7% workplace to contain programmes throughout From-Home (WFH) 2.6 2.6 41.5% 0.8 the pandemic, prioritising 2020 resulting in higher and new ways of working - 6.7 39.0% 8.4 8.7 6.2 0.7 employee wellbeing and employee engagement Provided digital tools safety always to drive productivity and facilitate collaboration 2019 2020 2019 2020 2019 2020 2019 2020 2019 2020 Blended ARPU Smartphone Data Usage (Per Data Sub Completed workforce Fighting spirit reignited throughout the (RM) Penetration Per Month) (GB) rationalisation programme organisation to win back the market evident 51 ce 48 18.5 n Pe 84% 88% a o towards a leaner workforce with turnaround performance since second rm p le 13.7 fo half of 2020 r e P 2019 2020 2019 2020 2019 2020 Rolled out a comprehensive COVID-19 response to help cushion the Leading in Contributing At the forefront of 5G development by economic and social impacts of the crisis in Malaysia for customers, P the 5G era to the national supporting the Government through 5G l a via multiple Universal Service demonstration projects and use cases: vendors, partners and others within the ecosystem. p n i e h industry Provision 5G Langkawi demonstration This included: t s & r e collaborations programme to 5G and Smart Solutions partnership Keeping communities connected, productive and safe S n o t c r for fiber bridge the digital with Sunway City and Huawei Ensuring support for small and micro businesses ie Pa Facilitating supply chain stability ty sharing and 5G divide in remote 5G Centre of Excellence with University Supporting the Ministry of Health’s connectivity requirements networks areas Teknologi Malaysia and Ericsson Inspiring positivity throughout the pandemic with 5G demo network in PJ Smart City the #StayIn and #LightItBlue campaigns Embarked on multiple Introduced Launched enhanced Vendor Enterprise collaborations crowdsourcing Development Programme Implemented programmes that empower the The Green office@celcom initiative helped in key focus areas such dealers’ ecosystem (VDP) 2.0 in close collaboration underserved in the digital economy and to reduce employees’ carbon footprint as healthcare, education, “BeBozz” supporting with government agencies to provide equitable access to education via waste management, paperless Internet of Things (IoT) and the Gig Economy develop capable, self-sustaining such as DesaMall, Mahir Digital Felda, practice, energy efficient fixtures ICT Solutions and competitive suppliers that can SiswaCommerce, IbuDigital, Tuisyen Pintar and many more complement Celcom’s ecosystem and Mahir Tutor Note: 1 B40 refers to the bottom 40% IAR • For more details on Celcom’s performance, please refer to pages 15 to 29 of the SNCR For more details on Celcom’s sustainability initiatives and outcomes, please refer to the SNCR households in the country’s income “In Conversation With The President & Group Chief Executive Officer” section distribution • For more details on the value Celcom has created during the year, please refer to pages 42 GAFS For more details on awards won by Celcom in 2020, please refer to page 17 of the “Awards” section to 49 of the “Towards Becoming The Next Generation Digital Champion” section • For more details on Celcom’s financial performance, please refer to page 52 of the “Our Financial Resilience” section Axiata Group Berhad Integrated Annual Report 2020 62 Operating Environment Outlook for 2021 and Beyond Mobile industry revenue under pressure due to economic Heightened competition mid-2020, as players sought to Challenging macro conditions expected to remain in 2021, downturn caused by the pandemic re-store revenue growth post MCO¹ with possible future waves of COVID-19 infections Surge in data traffic and new traffic patterns Change in regulatory landscape from the initial plan for 5G with a new Government announced acceleration of 5G roll out under emerged, leading to lower price per GB. Industry approach in 2021. Government announced National Digital Infrastructure the MyDIGITAL economy blueprint, and sunsetting the 3G wide free 1GB implemented in support of Plan (JENDELA) in the second half of 2020, to be executed in phases over network under JENDELA, both by the fourth quarter of 2021 government initiatives the next few years Continued execution of Transformation Programme via three Business Review in 2020 focus pillars - drive fastest value growth, establish future- proof differentiated core, and igniting the fighting spirit Resilient and strong market momentum Total revenue impacted Focused effort on Digitising Customer amidst the pandemic challenges, by the MCO, moderated by Experience continues to deliver results. Continued focus on new growth areas in Home and significant YoY growth in subscriber uplift from MVNO2 and Home > 70% of Smartphone users have adopted Enterprise segments; expanding coverage for Home base > 300k YoY. Revamped product segments the Celcom Life App. Recorded > 100% YoY Broadband and evolve our Convergence proposition. Growing portfolio with new Prepaid Truly growth in number of App transactions Enterprise ICT and solutions portfolio to support Digitisation Unlimited and Postpaid MEGA™ Plans and capture IR 4.0 opportunities Deliver consistent network and service experience via Industry leading mobile app with Revamped product for Home Despite challenging environment in implementation of Customer Experience and End-to-End highest app star rating of 4.8 for segment. Home Fibre gained traction Enterprise segment, non-mobile and Service Availability and Resiliency programmes iOS Applestore in subscribers and revenue ICT verticals maintained double-digit revenue growth Continue enhancing cost and Operational Efficiency by transforming cost base to deliver YoY improvements in EBITDA and PATAMI Accelerated network investments, Implemented Agile Ways of Working in product Industry leading relationship Leveraging on Group’s Collective Brain to make smart upgrades and traffic management development and supply chain processes Net Promoter Score (rNPS), investments in network and IT towards delivering the best to support new norm traffic growth, resulting in 3x faster time-to-market and 30% denoting excellent customer customer experience while maintaining leadership in LTE shorter time-to-procure experience availability Accelerate digital adoption, elevate focus on digital channels as key servicing channels and drive End-to-End Digitisation to become the nation’s most inspiring digital organisation Won 4 awards at Frost & Sullivan
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