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Annual Report Annual Report 2018 groupp Table of content Proximus at a glance 2 Foreword from our CEO & Chairman 4 a glance at Proximus Who we are & what we do 8 Key financial highlights 10 Key achievements 13 #shifttodigital, our new 3-year strategy 17 Creating an inclusive, safe, sustainable and prosperous digital Belgium 20 Non-financial reporting approach 2018 Living and working in an ever fast changing society 22 For the Non-Financial information included in this Contributing to society while creating value for our stakeholders 25 Annual Report, we followed the indications of the Sustainability Enabling a better digital life 28 Global Reporting Initiative (GRI) guide (core option). We have detailed our reporting approach in the Caring for our stakeholders 40 Transparency section. Proximus answers several questionnaires on Sustainable and Responsible Contributing to society 52 investments such as Sustainalytics, Vigeo Eiris, Respecting our planet 60 MSCI, etc. Our ambition is to keep improving our performance by comparing it with that of peers. In 2018, we were listed as follows on the different indices: CDP Supplier Engagement leader board Governance and compliance, safeguarding long-term value 66 and a constituent company in the FTSE4Good Index Series. Corporate Governance statement 68 Regulatory framework 85 For this 2018 report, we have created a structure around how we create value for our stakeholders Risk management report 91 and society: Enabling a better digital life, Caring for our stakeholders, Contributing to society and Proximus share 100 Respecting our planet. We covered our most material topics, defined through an internal and Remuneration report 106 and Compliance Governance external process, explained in the Transparency section. In the Governance section, we describe our governance framework, risk management, Appendix 116 remuneration structure and the Proximus share. Overview of non-financial information 118 Throughout the report we provide detailed performance data. Transparency 122 Social figures 134 Environmental figures 138 GRI Content index 142 Material topics 157 Appendix KPI description 158 1 Proximus Group Annual Report 2018 Proximus at a glance Proximus a glance at Proximus at a glance Sustainability Foreword from our CEO & Chairman 4 Who we are & what we do 8 Financial fi nancial highlights 10 Key achievements 13 #shifttodigital, our new 3-year strategy 17 and Compliance Governance Appendix 3 Proximus Group Annual Report 2018 Proximus a glance at Proximus wants to play a positive role in the digitalization of 2018 all aspects of life, work and public services, for a more prosperous digital Belgium Sustainability Dear reader, The market context for telecom operators year, closing 2018 with a 2.4% increase. We Proximus is at the very heart of the digital economy and society, becomes increasingly challenging. We also maintained our high investments pace and through the digital solutions and services we offer, we make operate in a mature market with intense local with € 1,019 million invested with a clear a positive and meaningful difference in all aspects of life. The competition and an increasing disruption of focus on digitalization, networks and overall guiding purpose of our five-year Fit for Growth strategy (2014- voice, SMS and linear TV by new over-the-top customer experience. The deployment of 2018) has been to connect everyone and everything so people players in both the residential (WhatsApp, our future-proof network in the context of live better and work smarter. To fulfil this mission, we’ve saved Netflix,…) and enterprise (Microsoft Teams, the Fiber for Belgium project kicked off early cloud, API, SDWAN,…) market. At the same 2017, with the roll-out ongoing in 9 cities costs and grew our core business so that we could invest, fuelling time regulation focusses on lowering in 2018. We also invested extensively in IT new growth. We continued our transformation from a Telco consumer prices with the end of roaming, the systems and digital platforms and in further company to being a Digital Service Provider delivering superior opening of fiber, Easy Switch and a potential enhancing our mobile network. th customer experience and helping customers reap the benefits 4 mobile operator. and Compliance Governance of digital transformation. Today we’re enabling a better digital More customer oriented, agile life by means of a future-proof infrastructure with high-quality Solid position in a highly and efficient organization competitive market networks and digital platforms, as well as through innovative By moving to a single mass market IT chain We maintained a solid position despite a highly and phasing out our old switching network, solutions and services that address societal challenges. Proximus competitive market and delivered upon our we have simplified and modernized our wants to play a positive role in the digitalization of all aspects 2018 outlook. We kept a stable domestic infrastructure. This large-scale transition of life, work and public services, for a more prosperous digital underlying revenue and grew our Group of customers from legacy networks such Belgium. underlying EBITDA for the fourth consecutive as PSTN and ATM, to IP-based technology Appendix 4 Proximus Group Annual Report 2018 Proximus at a glance at Proximus has allowed us to phase out 1,119 switches strategy, Proximus and Scarlet, and thanks to grow, and in 2018 we added the national and migrate 3.4 million voice lines and as a to the continuous success of our all-in offers basketball championships, a new eSports consequence, we have vacated a total of 16 Tuttimus and Bizz All-in, reaching 508,000 league for fans of video game competitions. buildings over the past five years. At the same customers end of 2018. We developed a time we are modernising our core network Dominique new range of Mobilus offers, as well as our For our enterprise customers we have been with the roll out of our Simplified Backbone first mobile subscription with unlimited calls, bundling our services into customer-oriented Optical network (SIMBA). Leroy texts and mobile data. And millennials got and competitive integrated solutions. The CEO a new, dedicated offer: Epic. Epic beats and launch of Call Connect, essentially a telephone The redesign of the IT architecture has Epic stories offer unlimited music and data for exchange in the cloud, is an inspiring example been accompanied by a redesign of our “With our new strategy, the most popular apps. For self-employed of how we’ve been able to combine over-the- Sustainability processes so we are First-Time Right. We’ve ‘#shifttodigital’, we want persons and small businesses we also top offers with our unique telco capabilities simplified the selling & ordering process, to remain relevant to our created Bizz Online to encourage more small (fixed-mobile, Quality of Service). A strategy and migrated all the billing of our mass- customers and support businesses and entrepreneurs in Belgium to that clearly works: in 2018, we increased our market customers to a single platform. Our enterprises in their have a stronger online presence. Scarlet, our volume share in mobile for the enterprise customers can now consult all their invoice digital transformation, no-frills brand continues to perform strongly segment and reached more than 1 million details in the MyProximus app as well as while becoming more and is further growing its customer base. And cards, while also protecting value share. activate or deactivate options, switch to a efficient and agile.” in Luxembourg, Tango, with fixed, mobile, TV Pack and keep track of their usage in real and convergent services, also continues to be Building the best network time. At the same time ‘Invoice Insights’ now the dominant force. infrastructure of the future allows business customers to more easily We have slimmed down our legacy catalogue Our networks have been transformed over manage their mobile invoices through an and proactively offered pack migrations to Year after year, we’ve focused on improving the last five years, and will no doubt change easy-to-use app interface. In 2018 we also future-proof, easy-to-use solutions that our Proximus TV content offer. We integrated again in the five years to come. Not only launched our Chatbots “Titus” (on the web) are more advantageous for our customers. Netflix on our set-up boxes and we further have we proactively migrated customers and Compliance Governance and “Sam” (on Facebook) to answer the easy Today nearly all customers enjoying our enlarged our offer for families and children from ADSL to VDSL where possible, a move questions from consumers, which in turn has convergent offers are on one of the most with the exclusive deal signed with Studio that has substantially improved the customer given our customer service employees more recent generations of packs. 100 and access to the premium channels of experience (on both TV and the Internet), but time to handle more complex problems and BeTV. Customers addicted to pop culture and our roll-out of fiber in Belgium also continues questions. Solutions tailored to our lifestyle programs have access to the Viceland rapidly. In 2018, the deployment of fiber in customer needs channel and with “Radioline” they can listen to Belgium reached cruising speed, connecting Each year has seen us move towards a more In the consumer market, we grew our total over 60.000 radio and podcast broadcasts. a vast majority of businesses and centers simplified portfolio of products and solutions. market share thanks to our dual brand Our range of live European football continues of cities and municipalities. To date, 9 Belgian Appendix 5 Proximus Group Annual Report 2018 Proximus at a glance at Proximus in all things we do and how we do it. In order cities are in full deployment: Antwerpen, Luik, Fluvius intends to roll out in Flanders by to be successful, it’s essential we cultivate Brussel, Leuven, Charleroi, Namen, Roeselare, the end of 2022.
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