2020 Integrated Annual Report 2020 Integrated Annual Report Summary Foreword 01 2020 was a year like no other in every possible way. The health crisis brought about by the Covid-19 pandemic upended life as we knew it and our networks played an important role in enabling people to work, learn, entertain themselves and, most importantly, keep in touch with their loved ones. Whether 03 — In 2020, we... working remotely or in the field, our 47 — Orange, a responsible group employees went above and beyond the 107 — Performance that benefits everyone call of duty to support our customers and ensure our networks could cope at such an unusual time. Meanwhile, our teams worked hard so we could accelerate the roll-out of our Engage 2025 strategic plan, reaching several milestones in the process. Stéphane Richard, Chairman and Chief Executive Officer Orange 2020 Integrated Annual Report 02 03 Orange’s sixth Integrated Annual Report was prepared within the framework of the International Integrated Reporting Council (IIRC). It integrates the Orange group’s social, ethical, environmental and economic data within its business model and strategy. The Integrated Annual Report presents the Group’s financial and non‑financial information, as well as its strategic vision and organization that enables it to create long‑term value. The report is sponsored by three members of the Executive Committee—Ramon Fernandez (Delegate Chief Executive Officer and Executive Director Finance, Performance and Development), Béatrice Mandine (Executive Director Communication, Brand and Engagement) and Elizabeth Tchoungui (Executive Director of CSR, Diversity and In 2020 Philanthropy and Deputy Chair for the Orange Foundation). The Shareholder Relations Department is responsible for drafting and publishing the Integrated Annual Report, a collaborative report that brings together information and contributions from the Group’s main operating countries and departments. The steering committee involves representatives from Shareholder Relations, CSR, Legal, Strategy, Brand and Risk Management Departments. Orange 2020 Integrated Annual Report Page 04/05 Orange 2020 Integrated Annual Report Page 06/07 Orange 2020 Integrated Annual Report Page 08/09 Orange 2020 Integrated Annual Report Page 10/11 Orange 2020 Integrated Annual Report Page 12/13 Orange 2020 Integrated Annual Report Page 14/15 Orange 2020 Integrated Annual Report Page 16/17 Orange 2020 Integrated Annual Report 18 In 2020 19 Page 04/05 Page 12/13 Barcelona — 14 March 2020 Lyon — 15 December 2020 Orange maintained service Over one million FTTH continuity around the world connectable sockets have to ensure people could now been installed in the continue going about their 23 Public Initiative Networks lives and making lockdown in our portfolio in France, easier to bear. marking an important milestone. Page 06/07 Page 14/15 Antwerp — 22 October 2020 Paris — 8 October 2020 Orange Belgium introduced Orange launched the “RE” innovative applications program centered on developed in collaboration recycling, recovering and with its industrial partners, reconditioning mobiles in harnessing its 5G network in France, raising public the area around the Port of awareness of the In 2020, Antwerp. environmental impact of these devices and strengthening the Group’s circular economy approach. we... Page 08/09 Page 16/17 Paris — 28 September 2020 Douala — 30 November 2020 We gave spectators at We continued to set up and Roland Garros a sneak peek run support and training 20 — Tackled Covid‑19 of how they might enjoy initiatives by opening the sports events in the future Orange Digital Center in 28 — Accelerated the roll‑out of 5G and fiber, and extended through three innovative Cameroon and launching network coverage demonstrations incorporating Orange Campus Africa to 34 — Maintained growth momentum in Africa 5G. harness digital technology to 38 — Further enhanced and shared our networks promote equal opportunities. 40 — Helped bring about a responsible digital world Page 10/11 Abidjan — 23 July 2020 Orange and NSIA, the leading banking and insurance group in Africa, launched Orange Bank Africa to make financial services more accessible and enhance financial inclusion in West Africa. Orange 2020 Integrated Annual Report 20 In 2020, we... 21 Tackled Covid-19 Nicola Jakeman, Head of UK CyberSOC (Security Operations Saloua Bolaachoub, Business Manager, Orange David Craig, Customer Services & Operations, Business Center), Orange Cyberdefense Money Morocco Continuity & Data Protection, Orange Business Services Six Orange employees share their “It was great to see our teams “Given the urgency of the “An amazing experiences of this most unusual working together to situation, we made our display of resilience year. contribute to a safer digital money transfer service free society.” of charge.” at every level.” a To respond to the pandemic, we had to be agile in a I joined the team in March 2020, a Our job in Business Continuity is to plan for crises. adapting the business while ensuring that our customers shortly before Orange Money launched in When the virus first began to spread, we didn’t realize were protected at all times. Our IT team did an incredible Morocco, and pretty much the day before we were headed for many crises big and small, but we job of ensuring we could continue to provide the same took steps to ensure Orange Business Services and, in level of service to our customers remotely. In addition to the country went into lockdown! I met my turn, our clients kept running at full capacity. When this, we successfully formed a global entity by joining colleagues via a video call and we had to lockdowns went into effect around the world, employees forces with other CyberSOCs from France, Germany, the deploy Orange Money while working at our Major Service Centers in Egypt, India, Mauritius, Netherlands and Sweden, uniting all of the Orange from home. It was a huge challenge to Brazil and France shifted to remote working. The local Cyberdefense CyberSOCs. It was great to see our teams educate customers about new ways they teams took control of the situation very quickly, working together to contribute to a safer digital society could manage their accounts in the especially in Mauritius, where the government only gave when there are people out there trying to take advantage four hours’ notice before the lockdown came into force. of the pandemic. For instance, malicious criminals set middle of a pandemic, but we adapted Our remote access services proved up to the task of up fake sites with Covid‑19 maps, putting users at risk of the way we did things, prioritized certain switching to full remote working. Local teams had to malware infection and, in another breach, 8 million services and developed tools so people adapt to a new mode of teamwork and they really went Covid‑19 test results on a healthcare establishment’s could do most things online. Given the above and beyond the call of duty to ensure our clients’ website were leaked into the public domain. We really urgency of the situation, we made our operations did not suffer. care about helping people through our work and the real‑time money transfer service free of Throughout this period, we stayed in constant contact more secure a business is, the lesser the risk to other charge. We are proud to have helped our with our clients, identifying their priorities and businesses as well as to consumers. — responding accordingly. We increased network capacity customers through this challenging with voice and remote access gateways to cater for the period and made their day‑to‑day lives rise in demand, provided greater client support and, in easier for years to come. some cases, advised them how to best adapt to the crisis. One year down the line, we’ve grown used to the “new normal” and I remain amazed by the resilience and Local solidarity skill all our teams have shown in meeting such tight deadlines. We are continuously drawing lessons from EOLAS, a subsidiary of Orange Business Services, set up an online this most unusual year and I believe this makes us more mutual aid platform as a matter of urgency for French local authorities, making it easier for individuals to offer or ask for help resilient than ever. — in their local area. Orange 2020 Integrated Annual Report 22 In 2020, we... 23 Christelle Costa, Customer intervention José Ramón Sorribas Pozo, Smart Store Manager Gaetano D’Agnelli, Head of Voice Planning, Orange International Networks, technician, Orange France in Madrid, Orange Spain Infrastructures and Services (OINIS) “I’ve never been so proud “We are closer to our correlation between the rising number of Covid‑19 “The pandemic cases and the additional traffic generated in every and happy to do the job I do.” customers than ever before.” country we serve. In late February 2020, our operational showed that, planning went from happening monthly to becoming a daily, hourly, or even minute‑by‑minute concern to ultimately, we serve ensure we provided enough capacity worldwide. After a Since the first lockdown, the internet has been central a Our smart store in Madrid’s financial society as a whole.” meeting the huge demand increases in China and to our daily lives. Our individual and business customers district has been open throughout the Russia, we acted on a country‑by‑country basis in really needed us to be there for them. The pandemic pandemic. We ensure that people Europe. After a while, monitoring the public health upended the way we used to work and live. I volunteered continue to work, study, live, and enjoy indicators enabled us to anticipate capacity upgrades to work with “Covid A” customers, which include when different countries passed the thresholds they’d hospitals, care homes, doctors, emergency services, fire themselves despite the lockdowns, set to bring in lockdowns. Overall, we added almost departments and elderly people.