ANNUAL REPORT REGARDING BUSINESS

JUNI I JUNE 2021. Godišnji izvještaj 2020 Annual Report 1

2 Pismo dioničarima 6 Korporativni profil 17 Društvena odgovornost 24 Informacije za investitore 26 Poslovno okruženje 39 Inovacije u ponudi usluga i pristupu korisnicima 59 Korisnici usluga 60 Ekonomsko finansijsko poslovanje 60 Uticaj pandemije Covid 19 na poslovanje BH Telecoma u 2020. 61 Finansijski pokazatelji 62 Ostvareni prihodi 66 Ostvareni rashodi 69 Pregled uplaćenih javnih prihoda u 2020. 71 Zaposlenost i kadrovi 72 Realizacija investicijskih aktivnosti

2 Letter to shareholders 6 Corporative profile 17 Social responsibility 24 Information for investors 26 Business environment 39 Innovations in services offering and access to subscribers in 2020 59 Services customers 60 Economic financial operations 60 Influence of Covid 19 pandemic onto BH Telecom business in 2020 61 Financial indicators 62 Realized revenues 66 Realized expenses 69 Review of paid public revenues in 2020 71 Employment and personnel 72 Investment activities realization 2 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 3

dipl.ing.saob. i kom. / M.Sc.tr. Generalni direktor General Manager Letter for shareholders

Poštovani dioničari, Respected shareholders,

Godina koja je iza nas bila je veoma izazovna i zahtjevna zbog ekonomskih i društvenih poremećaja koji su nastali uslijed The year which is behind us was quite challenging and demanding because of economic and social disorders arisen because of pandemije COVID-19. Međutim, odgovornim upravljanjem, stavljanjem korisnika na prvo mjesto, implementiranjem novih COVID-19 pandemic. However, with responsible managing, putting the customers onto the first place, by implementation of new tehnologija kao i donošenjem dobrih poslovnih odluka u novim uslovima koje je donijela pandemija COVID-19, uspjeli smo još technologies as well as by making good business decisions in this conditions being brought by COVID-19 pandemic, we have jednu godinu zaredom pokazati da smo svim snagama usredsređeni na našu viziju da osiguranjem vrhunskog korisničkog succeeded one year more show that we are with all our powers focused onto our vision that by enabling of top customers iskustva ostanemo prvi izbor na tržištu digitalnih rješenja i usluga i kontinuirano doprinosimo razvoju savremenog i boljeg društva experience we stay te first choice within the market of digital solutions and services and that we continually contribute to the u Bosni i Hercegovini. development of contemporary and better society in Bosnia and Herzegovina.

Početkom pandemije svoje aktivnosti smo fokusirali na zaštitu zdravlja zaposlenika i korisnika te se dodatno angažirali na At the beginning of the pandemic we fave focused our activities onto our employees and customers health protection so we were osiguravanju kontinuiteta servisa BH Telecoma koji su u stanju prirodne nesreće morali biti na najvišem nivou. S ciljem ublažavanja additionally engaged onto BH Telecom services continuity providing which during the natural disaster conditions had to be at the posljedica pandemije BH Telecom je korisnicima već u martu 2020. stavio na raspolaganje nove digitalne servise: mobilnu highest level. Aiming pandemic consequences reduction, BH Telecom had alread in March 2020 made available new digital aplikaciju Moj BH Telecom, digitalne kanale za dopunu kredita, e-račun i mobilno plaćanje računa, a sve kako bi se korisnicima services: mobile application Moj BH Telecom, digital channels for cards charging, e-account and mobile bills payment, all of that to olakšalo poštivanje mjera koje su donosili krizni štabovi. Također, radi korisnika je uspostavljen i Digitalni šalter, Digitalni asistent, make customers easier respect of the measures which crisis headquarters had made. Also, because of the customers Digital te omogućeno besplatno korištenje alata za poslovne korisnike (Microsoft® Teams™, Microsoft® Office 365™, CISCO Webex), te counter, Digital assistent, and enabled free of charge usage of tools for business customers (Microsoft® Teams ™, Microsoft® Office Cloud usluga BH Telecoma, kao i druge usluga koje je BH Telecom kreirao ili korisnicima dao na besplatno korištenje zbog 365™, CISCO Webex), and Cloud services of BH Telecom, as well as the other services which BH Telecom has created or has given to nepovoljnih epidemioloških uslova. its customers free of charge usage beacuase of unfavaourable epidemic conditions.

BH Telecom je sa početkom pandemije u BiH sve svoje tehnološke kapacitete stavio na raspolaganje obrazovnim institucijama i BH Telecom had made available all its technological capacities at the beginning of pandemic to each educational institutions and omogućio besplatno distribuiranje obrazovnih video-materijala putem IPTV platforme i Enterprise Clouda. Također je, u svrhu enabled free of charge distribution of educational video-materials via IPTV platform and Enterprise Cloud. It had also provided free osiguranja kontinuiteta online obrazovnog procesa, za oko 4.000 učenika širom Bosne i Hercegovine obezbijedio besplatan of charge access to Internet, for the purposes of continuity of online educational process, for 4.000 pupils across Bosnia and pristup internetu za praćenje online nastave, a u saradnji sa partnerima i učenicima osigurao potrebnu računarsku opremu i to 320 Herzegovina, in cooperation with its partners and pupils the one had provided special needed computers equipment of 320 tablets tableta i 20 laptopa. and 20 laptops.

BH Telecom je i u 2020. godini nastavio društveno odgovorno poslovanje kroz donacije neprofitnim organizacijama i podržavanje BH Telecom has continued social activities within 2020 as well via donations to unprofitable organisations and support of sport, sportskih, kulturnih, humanitarnih i drugih manifestacija putem sponzorskih aranžmana, ali i ulaganjem u projekte obrazovanja i cultural, humanitarian and the other manifestations through sponsorship arrangements, but through investment into rojects of nauke, te druge projekte koji su značajni za razvoj bh. društva. Pored svih izazova koje je donijela pandemija COVID-19, te uslova education amd science as well, and the other projects which were important for the development of BH society. Besides all izražene konkurentske utakmice, ni u 2020. godini nismo mijenjali naš kurs. Kroz investiciona ulaganja u fiksnu i mobilnu mrežu, te challanges which the pandenic COVID -19 had brought,and the conditions of emphasized competition match, we did not change digitalnu transformaciju, nastavili smo restrukturirati i razvijati naše poslovanje ulaskom u nove poslovne niše, kreiranjem novih our direction either. By investments into fixed and mobile network, and digital transformation we added to restructure and develop poslovnih modela i širenjem portfolija naših usluga, a sve s ciljem zadovoljenja potreba naših korisnika i istovremeno povećanja our business by entry into new business niches, creating new business models and expansion of our services portfolios, and all of njihovog zadovoljstva. Dokaz tome je 2 miliona zadovoljnih korisnika naših usluga, kao i ostvarena bruto dobit koja u 2020. godini that aiming our customers needs satisfaction and at the same time by increasing of their satisfaction as well. The proof for that is 2 iznosi 52 miliona KM. I u narednom periodu, s ciljem povećanja korisničke baze, kao i zadovoljstva korisnika, nastaviti ćemo kreirati millions of satisfied customers of our services, as well as realized gross profit which for 2020 is amounting 52 millions KM. Within nove poslovne modele, te ulagati značajna finansijska sredstva u izgradnju savremenih pristupnih mreža, baznih stanica, kao i u next period as well, aiminh the increase of customers base, as well as customers satisfaction, we will continue to create new unapređenje postojećih telekomunikacionih sistema. Navedeno će imati pozitivan utjecaj na domaću privredu kroz angažman business models, and invest significant financial means into building of contemporary access networks, base stations, as well as domaćih kompanija na realizaciji predviđenih investicija. into the improvement of existing telecommunications systems. Above mentioned is to have positive influence onto domestic econom through engagement of domestic companies in predicted investments realization. Također, bitno je istači da smo pokrenuli i aktivnosti koje, između ostalog, uključuju izgradnju platforme za content, platforme za start-up projekte, kao i aktivnosti na ostvarivanju saradnje sa svjetski priznatim IT kompanijama i domaćim IT kompanijama sa Also, it is important to emphasize that we moved the activities as well, which are including building of platform for content, kojima planiramo zajednički kreirati najsofisticiranija rješenja za tržište u BiH i izvan BiH. Na kraju, zahvaljujem se svim našim platform for start-up projects, as well as the activities for cooperation realization with world known IT companies and domestic IT radnicima, korisnicima, partnerima, dobavljačima, članovima Uprave i Nadzornog odbora te posebno dioničarima na ukazanom companies we plan to create the most sophisticated solutions with for the market within B&H and out of B&H. At the end, I thank to povjerenju. all our workers, customers, partners, suppliers, Managing and Supervising Board members and especially to the shareholders for indicated trust. 4 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 5

PRIHOD OD MOJA TV REVENUE OF MOJA TV 84,6 87,2 99,1

98,7 MKM KPSR* +8% mill KM +14% Prihod od Moja TV 2020. vs 2019. . KM / Revenue of Moja TV mil Main business 2018. 2019. 2020. indicators in 2020 BROJ MOJA TV KORISNIKA NUMBER OF SUBSCRIBERS OF MOJA TV

188,7 201,7 205,1 205.073 KPSR* +4% Broj Moja TV korisnika

+2% thousands Number of Moja TV . /

2020. vs 2019. hilj subscribers

2018. 2019. 2020.

PRIHOD OD POSTPAIDA REVENUE OF POSTPAID 60,9 63,1 65,9

65,9 MKM KPSR* +4% mill KM +4% Prihod od postpaida 2020. vs 2019. . KM / Revenue of postpaid mil

2018. 2019. 2020.

BROJ POSTPAID KORISNIKA NUMBER OF POSTPAID SUBSCRIBERS

177,6 208,6 245,0 244.964 KPSR* +17% Broj postpaid korisnika

+17% thousands Number of postpaid . /

2020. vs 2019. hilj subscribers

2018. 2019. 2020.

* Kumulativna prosječna stopa promjene * Cumulative average rate 6 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 7

Corporate profile

BH Telecom je vodeći telekom operator u Bosni i Hercegovini, BH Telecom is leading telecom operator in Bosnia and Javno preduzeće PTT saobraćaja BiH, pravni prethodnik JP BH PE PTT Saobraćaja BiH, legal predecessor of PE BH Telecom koji pruža visokokvalitetne, najsavremenije usluge iz oblasti Herzegovina, which provides high quality, the most Telecoma Sarajevo, je registrovano 31. jula 1992. godine, sa Sarajevo was registered on 31st July 1992, with its basic task of telekomunikacija. Kontinuirano sarađujemo sa brojnim contemporary services within telecommunication area. We osnovnim ciljem hitne uspostave telekomunikacionog establishment of telecommunications traffic, being domaćim i stranim firmama, čime direktno doprinosimo continuously cooperate with numerous domestic and foreign saobraćaja, prekinutog agresijom nakon proglašenja interrupted by the agression after Bosnia and Herzegovina kvalitetu svojih usluga. Strateški veoma ozbiljno pristupamo companies by which we directly contribute to our services. nezavisnosti Bosne i Hercegovine. Odlukom Vlade Federacije independence announcement. By Federation Bih Goverment korporativnoj odgovornosti znajući da smo dio industrije koja We strategically seriously access to corporative responsibility BiH od 20. decembra 2001. godine, Javno preduzeće PTT decision dated 20 december 2001, Public Enterprise PTT traffic se brzo razvija, te nastojimo i putem ponude inoviranih usluga knowing da we are the part of industry which has been saobraćaja BiH je reorganizovano i formirana su dva nova BIH was reorganised and two new lwgal subject have been doprinijeti dobrobiti društva u cjelini. developing quite quickly, so we endeavour to contribute to pravna subjekta: JP BH Pošta i JP BH Telecom. formed: PE BH Pošta and PE BH Telecom. Odgovornim upravljanjem, stavljanjem korisnika na prvo welfare of society at all by the bids of innovated services as well. mjesto, implementiranjem novih tehnologija kao i donošenjem U sadašnjem obliku Dioničko društvo BH Telecom Sarajevo In nowadays form Share holders Company BH Telecom has dobrih poslovnih odluka, uspjeli smo da se u vrijeme velike Our uniqueness, tradition, large assortment of the services and egzistira od 12. marta 2004. godine kada je promijenjen oblik been existing dince 12th March 2004, when the type of konkurencije na telekomunikacijskom tržištu ostvarimo kao development dynamics are making us recognizable. As socially preduzeća i usklađen sa Zakonom o privrednim društvima, na enterprise was changed and aligned with the Law regarding najbolji pružalac telekomunikacionih usluga. responsible company we take part in daily progress of BH osnovu Odluke Vlade Federacije Bosne i Hercegovine o davanju companies, (Goverment Decision of Federation of Bosnia and Naša jedinstvenost, tradicija, širok asortiman usluga i dinamika society, giving the contribution to its development. saglasnosti na Plan reorganizacije - promjena oblika JP BH Herzegovina regarding giving confirmation onto Plan of razvoja poslovanja čine nas prepoznatljivim. Kao društveno Telecom Sarajevo u Dioničko društvo BH Telecom Sarajevo reorganization of Public enterprise BH Telecom Sarajevo into odgovorna kompanija učestvujemo u svakodnevnom (''Službene novine FBiH'' broj 66/03) i Odluke Vlade Federacije share holders company (''Službene novine FBiH'', number napretku bh. društva, dajući doprinos njegovom razvoju. BiH o davanju saglasnosti o promjeni oblika organizovanja 1/04)). BH Telecom Sarajevo is company being organized as Javnog preduzeća BH TELECOM Sarajevo u Dioničko društvo share holders company which independently performs its (''Službene novine FBiH'', broj 1/04)). BH Telecom Sarajevo je economic activity because of profit acquisition and with that privredno društvo organizovano kao dioničko društvo koje aim resigns within BH market. samostalno obavlja privrednu djelatnost radi sticanja dobiti i sa OSNOVNI PODACI I KRATKI HISTORIJAT tim ciljem istupa na tržištu BiH. BASIC DATA AND SHORT HISTORY

Poslovno ime BH Telecom d.d. Sarajevo Business Name BH Telecom JSC Sarajevo 10% Ostali dioničari I The other shareholders Sjedište I Headquarters Franca Lehara 7

Osnovni kapital I Basic Capital 634.573.580,00 KM 90% FBiH

Broj i vrsta izdatih dionica 63.457.358 običnih dionica nominalne vrijednosti po 10 KM Number and type of issued shares ordinary shares having nominal value by 10 KM

Web sajt I Web site www.bhtelecom.ba

Osnovna djelatnost I Basic activity Žičane telekomunikacije I Wired telecommunications 8 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 9

STRATEGY

Strateške smjernice BH Telecoma stvaraju pretpostavke za Strategic guidelines of BH Telecom are creating the dugoročni uspjeh ove kompanije. Strateškim planom za period presumption for long term success of this company. By 2021. - 2025. godina definisana su osnovna strateška Strategic plan for 2021-2025 basic strategic orientations for opredjeljenja za plansko razdoblje. BH Telecom postavlja planned period were defined. BH Telecom puts the customer of korisnika usluga u centar pažnje što i potvrđuje Certifikatom o the services in the middle of attention which confirms by usaglašenosti sistema upravljanja kvalitetom (QMS) sa Certificate regarding compliance of quality managing system zahtjevima međunarodnog standarda ISO 9001 : 2015. (QMS) with the requests if international standard ISO Istovremeno, kada je u pitanju sigurnost informacija, posebna 9001:2015. At the same time, when the information security is pažnja je usmjerena na procese koji se odnose na pružanje IT i in question, special attention is directed onto the processes Cloud servisa uz zaštitu ličnih podataka korisnika usluga, što se i relating to IT and Cloud services together with service potvrđuje Certifikatom o usaglašenosti sistema za upravljanje customers personal data protection, which is to be confirmed sigurnošću informacija sa zahtjevima međunarodnog by Certificate regarding compliance of system regarding standarda ISO 27001:2013. Uprava BH Telecoma na ovaj način information security together with the requests of provodi viziju, misiju i ciljeve, kako bi se ostvarila planirana international standard ISO 27001:2013. dostignuća. Management of BH Telecom this way conducts vision, mission and the aims so that planned achievements would be reached.

OUR CORE VALUES MISSION Primjenjujući najsavremenija tehnološka i poslovna rješenja, kroz društveno odgovoran i etički pristup, pružamo Applying the most contemporary technological and business POSVEĆENOST DRUŠTVENA elektronska komunikacijska rješenja u svrhu poboljšanja solutions, by socially responsible and ethical access, we are KVALITET RADNA ETIKA SARADNJA KORISNIKU ODGOVORNOST kvaliteta života i radnog okruženja korisnika naših usluga. providing electronical communication solutions for the purpose of improvement of life quality and working surrounding of our services customers.

VISION Osiguranjem vrhunskog korisničkog iskustva ostati prvi izbor COMMITMENT SOCIAL na tržištu digitalnih rješenja i usluga i kontinuirano doprinositi QUALITY WORK ETHIC COOPERATION Providing top customers experience will remain the first choice TO THE USER RESPONSIBILITY razvoju savremenog i boljeg društva u Bosni i Hercegovini. within the market of digital solutions and services and will continuously contribute to contemporary development and better society within Bosnia and Herzegovina. 10 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 11

Organization and managing bodies

Skupštinu Društva čine dioničari. Vlada FBiH, kao većinski vlasnik kapitala imenuje predsjedavajućeg Skupštine, koji predsjedava sjednicama Skupštine. Company Assembly consists of share holders. FBiH Government, being majority capital owner is to appoint Assembly Chairman, who presides over the Assembly sessions.

Nadzorni odbor čine predsjednik i šest članova. Navedene funkcije u vrijeme sačinavanja Izvještaja o poslovanju za 2020. godinu su obavljali: Supervising Board consists of President and six members. Mentioned functions at the time of Report making regarding business for 2020 have performed:

v.d. predsjednik I Acting President v.d. zamjenik predsjednika I Acting Vice President v.d. član I Acting member v.d. član I Acting member v.d. član I Acting member v.d. član I Acting member 12 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 13

Upravu Društva (menadžment) čine Generalni direktor i izvršni direktori. Uprava Društva je Odbor za reviziju čine predsjednik i dva člana. U toku 2020. godine, zaključno sa istekom upravljačko tijelo nadležno i odgovorno za poslovanje Društva. Svi članovi Uprave imaju u svojoj mandata na dan 19.12.2020. godine, navedenu funkciju su obavljali: nadležnosti jednu korporativnu ili poslovnu jedinicu. Navedenu funkciju u vrijeme sačinavanja Izvještaja o poslovanju za 2020. godinu su obavljali: Audit Board consist of President and 2 (two) members. During 2020, concluding with expiration of the term on 19.12.2020., mentioned function had performed: Company Management (management) consists of General Manager and executive managers, Company Management is mafor enaging body being competent and responsible for Company predsjednica I President business. Each Management member is having in its competence one corporative or business unit. član I Member Mentioned function at the time of Report regarding business for 2020 making have performed: član I Member

Generalni direktor Kabinet Generalnog direktora i izvršne direkcije čine Generalnu direkciju čije sjedište je u Sarajevu. General Manager Društvo svoje djelovanje ostvaruje i putem regionalnih direkcija i telecom centara, i to:

Izvršni direktor Izvršne direkcije za razvoj poslovanja • Direkcija Sarajevo sa sjedištem u Sarajevu Executive Manager of Executive Directorate for business development • Direkcija Tuzla sa sjedištem u Tuzli • Direkcija Zenica sa sjedištem u Zenici Izvršni direktor Izvršne direkcije za tehnologiju i razvoj servisa • Direkcija Bihać sa sjedištem u Bihaću Executive Manager of Executive Directorate for technology and services • Direkcija Travnik sa sjedištem u Travniku development • Direkcija Mostar sa sjedištem u Mostaru • Direkcija Goražde sa sjedištem u Goraždu Izvršni direktor Izvršne direkcije za pravne poslove, upravljanje • Direkcija Brčko sa sjedištem u Brčkom organizacijom i ljudskim resursima • Direkcija Banja Luka sa sjedištem u Banja Luci Executive Manager of Executive Directorate for legal affairs, organization and human resources management • Telekom centri pri regionalnim direkcijama

Izvršni direktor Izvršne direkcije za ekonomsko-finansijske poslove General Manager Cabinet and executive directorates are making General Directorate whose Executive Manager of Executive Directorate for economic- financial affairs headquarters is in Sarajevo Compan is realizing its activity via regional directorates and telecom centers as well, as follows: Izvršni direktor Izvršne direkcije za investicije • Directorate Sarajevo with its headquarters in Sarajevo Executive Manager of Executive Directorate for investments • Directorate Tuzla with its headquarters in Tuzla Izvršni direktor Izvršne direkcije za informacione tehnologije • Directorate Zenica with its headquarters in Zenica Executive Manager of Executive Directorate for information technologies • Directorate Bihać with its headquarters in Bihać • Directorate Travnik with its headquarters in Travnik • Directorate Mostar with its headquarters in Mostar • Directorate Goražde with its headquarters in Goražde • Directorate Brčko with its headquarters in Brčko • Directorate Banja Luka with its headquarters in Banja Luka • Telecom centers by regional directorates 14 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 15

Muamer Hadžović Samir Jusufović Kemal Avdagić Izvršni direktor za razvoj poslovanja Izvršni direktor za pravne poslove, upravljanje Izvršni direktor za investicije Executive Manager for business development organizacijom i ljudskim resursima Executive Manager for investments Executive Manager for legal affairs, organization [email protected] and human resources management [email protected]

2002. godine stekao zvanje diplomirani ekonomista, [email protected] 1998. godine stekao zvanje diplomirani inžinjer 2013. godine zasnovao radni odnos u BH Telecomu. elektrotehnike, 1999. godine zasnovao radni odnos u Sedin Kahriman In 2002 acquired a title graduate economist, in 2013 2006. godine stekao zvanje diplomirani pravnik, BH Telecomu kao pripravnik, 2013. godine stekao titulu has employeed in BH Telecom. 2007. godine zasnovao radni odnos u BH Telecomu magistra nauka. Generalni direktor kao pripravnik, 2011. godine položio pravosudni ispit. In 1998 acquired a title graduate electrical engineer, in General Manager In 2006 acquired a title law graduate, in 2007 has 1999 has employeed in BH Telecoma as probationer, in employeed in BH Telecom as probationer, in 2011 2013 acquired a title of Master of sciences. [email protected] passed bar exam. 2004. godine stekao zvanje diplomirani inžinjer saobraćaja i komunikacija. 2005. godine zasnovao radni odnos u BH Telecomu kao pripravnik, 2013. godine stekao titulu magistra nauka. Kandidat za sticanje naučnog stepena doktora nauka. In 2004 acquired a title graduate engineer for traffic and communications. In 2005 has employeed in BH Telecom as probationer, in 2013 acquired a title of Master of sciences. Candidate for acquisition of science degree of doctor of sciences.

Adnan Huremović Mirza Odobašić Samira Ćerim Izvršni direktor za tehnologiju i razvoj servisa Izvršni direktor za ekonomsko-finansijske poslove Izvršni direktor za informacione tehnologije Executive Manager for technology and services Executive Manager for economic and financial affairs Executive Manager for information technologies development [email protected] [email protected] [email protected] 2013. stekao zvanje bakalaureat ekonomije, 2013. 1992. godine stekla zvanje diplomirani inžinjer 2003. godine stekao zvanje diplomirani inžinjer godine zasnovao radni odnos u BH Telecomu. informatike, 1993. godine zasnovala radni odnos u elektrotehnike, 2003. godine zasnovao radni odnos In 2013 acquired a title bacheler of economy, in 2013 JP PTT Saobraćaj Sarajevo (pravni prednik BH Telecoma), u BH Telecomu kao pripravnik, 2006. godine stekao has employeed in BH Telecom. 2004. godine stekla titulu magistra nauka. titulu magistra nauka, 2015. godine stekao titulu In 1992 acquired a title graduate computer engineer, doktora nauka. in 1993 has employeed in PE PTT Saobraćaj Sarajevo In 2003 acquired a title graduate electrical engineer, (legal ancestor of BH Telecom), in 2004 acquired a title in 2003 has employeed in BH Telecom as probationer, of Master of sciences. in 2006 acquired a title Magister of sciences, in 2015 acquired a title of Master of sciences. 16 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 17

Social responsibility

Društveno odgovorno poslovanje čini sastavni dio poslovne prakse BH Telecoma i dokazuje se kontinuirano putem različitih aktivnosti, među kojima su najznačajnije donacije neprofitnim organizacijama i podržavanje sportskih, kulturnih, humanitarnih i drugih manifestacija putem sponzorskih aranžmana, ali i ulaganjem u projekte obrazovanja i nauke, te druge projekte koji su značajni za razvoj bh. društva. Socially responsible business is making integral part of business practice of BH Telecom and proves itself through different activities, in betwwen are the most important donations to unprofitable organizations and support of sport, cultural, humanitarian and the other manifestations via sponsorship arrangements, and also investment into the educational and science projects, and the other projects being important for reasons to do good actions... because we are socially responsible. the development of BH society. 18 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 19

BH Telecom je više od 20 godina ponosni partner mnogima, a BH Telecom is more than 20 years proud partner to the most, it U 2020. godini je provedena dodjela donacija BH Telecoma za In 2020 BH Telecom donations assignment for 2018 and 2019 posebno se ističe doprinos koji je kompanija dala i daje is specially emphasized the contribution that Company gave 2018. i 2019. godinu, u ukupnom iznosu od 2 miliona KM. Prva have been conducted, in total amount of 2 millions KM. The first rezultatima bosanskohercegovačkih reprezentacija i bh. and is giving results of BIH representations and Bosnia - dodjela donacija u 2020. godini je bila vezana za epidemiološku donations assignment was relating to epidemic situation in BiH vrhunskih sportista. Stoga smo, kao i svih godina prethodno, i u Herzegovian top sportists. Therefore, like in each previous situaciju u BiH izazvanu pandemijom korona virusa. Odlukom being caused by corona virus pandemic. According to BH 2020. godini ostvarili saradnju sa brojnim subjektima koji su years, in 2020 we realized cooperation with numerous subjects Nadzornog odbora BH Telecoma d.d. Sarajevo, na inicijativu Telecom d.d. Sarajevo Supervising Board decision on the nam se javili sa dobrim idejama u vezi sa pozitivnim, društveno as well which have announced us their good ideas regarding Uprave BH Telecoma, sredstva donacija u iznosu od 1 milion KM initiative of BH Telecom Managing Board, donation funds in the korisnim projektima u svim sferama života i rada. positive, sociall useful projects within all life and work areas. su usmjerena za hitnu nabavku respiratora i druge medicinske amount of 1 million KM were directed to urgent procurement of Posredstvom više sponzorskih aranžmana u 2020. godini, BH By means of a few sponsorship arrangements in 2020, BH opreme kliničkim centrima, kantonalnim i općim bolnicama. respirators and the other medical equipment for clinical Telecom je društvenoj zajednici vratio značajna sredstva, od Telecom has returner significant funds to the communit, Odlukom Vlade FBiH ova sredstva su ravnomjerno raspoređena centers, cantonal and general hospitals. According to F BiH čega je najveći dio bio usmjeren za ostvarenje uspjeha whereof the biggest part was forwarded for partners success na kantonalne i opće bolnice u Konjicu, Zenici, Goraždu, Government decision these funds have been equally partnera: nogometne reprezentacije BiH, rukometne realization: football reprezentation of BiH, handball Travniku i Bihaću u iznosima od po 200.000 KM. distributed onto cantonal and general hospitals in Konjic, reprezentacije BiH, reprezentacije BiH u sjedećoj odbojci, te reprezentation of BiH, reprezentation of BiH in sitting volleball, Tokom druge dodjele donacija u 2020. godini, sredstva u Zenica, Goražde, Travnik and Bihać in the amounts of 200.000 uspjeha mnogih sportskih klubova i saveza u drugim and the success of many of sport clubs and associations in the ukupnom iznosu od 1 milion KM dodijeljena su za redovne KM each. sportovima: tenisu, atletici, košarci, odbojci, plivanju, klizanju, other sports: tennis, athletics, basketball, volleyball, swimming, aktivnosti i projekte ukupno 164 pravna subjekta, među kojima Within the second donations assignments in 2020, the funds in skijanju, hokeju, taekwondo-u, boksu, džudou, karateu, skating, hockey, taekwandoo, box, judo, carate, equestrian i osnovnim i srednjim školama i fakultetima, ali i za podršku the total amount of 1 million KM were assignes for ordinary konjičkom sportu i drugim. Za mnoge od sportkih aktivnosti sport and the others. For many of sport activities being projektima pomoći ugroženoj populaciji, osobama sa activities and projects in total 164 legal entities, among koje su podržane od BH Telecoma vezani su najuspješniji bh. supported by BH Telecom are connected the best BH sportists, invaliditetom i posebnim potrebama, narodnim kuhinjama, whichprimary and secondary schools and universities as well, sportisti, Amel Tuka, Damir Džumhur i drugi. Amel Tuka, Damir Džumhur and the others. humanitarnim i drugim udruženjima. but for the purposes of support to the help projects to BH Telecom je tokom 2020. godine dao podršku i velikom broju BH Telecom has supported great number of cultural projects, Među 164 pravna lica - dobitnika donacije BH Telecoma, endangered population, the invalid persons and persons with kulturnih projekata, događaja i manifestacija, kao i redovnim events and manifestations within 2020, as well as ordinary značajan je broj obrazovnih ustanova. Brojnim osnovnim i special needs, national cook rooms, humanitarian and the aktivnostima najznačajnijih kulturnih ustanova, poput activities of the most important cultural institutions like srednjim školama je donirano ukupno 450.535 KM, dok je iznos other associations. Within 164 legal entities - BH Telecom Narodnog pozorišta Sarajevo i JU Kamerni teatar 55, sa kojima Narodno pozorište Sarajevo, and JU Kamerni teatar 55, with od 105.200 KM doniran fakultetima i to: Elektrotehničkom assignees, significant number is for educational institutions. It is partnerski odnos traje više godina uzastopno. which partner relationship is lasting many years consecutively. fakultetu u Sarajevu, Fakultetu elektrotehnike u Tuzli, Fakultetu doneted 450.535 KM in total to numerous primar and za saobraćaj i komunikacije u Sarajevu i Univerzitetu u Bihaću, secondary schools, while the amount of 195.200 KM has been Tradicionalno se BH Telecom uključio i u realizaciju Sarajevo Traditionall BH Telecom is involved in Sarajevo film festival as uglavnom za nabavku potrebne opreme i opremanje donated to the universities as follows: Electrotechnical film festivala, kao jednog od najvažnijih regionalnih filmskih, ali well, being one of the most important regional film, and world informatičkih centara i laboratorija i sl. University in Sarajevo, Electrotechnical University in Tuzla, i svjetskih festivala tokom njegovog 26. izdanja avgusta 2020. festivals as well during its 26th edition in August 2020. Faculty of transport and communications in Sarajevo and godine. Ma koliko je 2020. bila teška za sve, BH Telecom je uspio Although 2020 was quite difficult for all of us, BH Telecom BH Telecom je u posljednjih četrnaest godina donirao ukupan University in Bihać, mostly for the procurement of needed ispričati neke od najboljih priča, među kojima je bio i nastavak succeeded to tell some of the best stories, among them was the iznos od 19,5 miliona KM različitim neprofitnim organizacijama, equipment and computer science centers and laboratories kampanje "Moje Sarajevo. Moja priča" tokom SFF-a, koji je u campaign addition ''Moje Sarajevo, Moja priča'' during SFF, u svrhu realizacije brojnih projekata iz oblasti zdravstva, equipping and the like. potpunosti bio u digitalnom formatu. which was completely in digital format. obrazovanja, kulture, sporta, socijalne pomoći i humanitarnih BH Telecom has donated total amount of 19,5 millions to BH Telecom has supported production of the film ''Quo vadis aktivnosti, što ga čini najvećim pojedinačnim donatorom u BiH. different unpofitable organizations within last 14 (fourteen) BH Telecom je podržao i produkciju filma Quo vadis Aida?, Aida?'', of the director and producer Jasmila Žbanić, which have years, for the purposes of numerous projects within health care, rediteljice i producentice Jasmile Žbanić, koji je imao vrlo had very successful world premiere at Venice Film Festival, after education, culture, sport social help and humanitarian uspješnu svjetsku premijeru na Venecija Film Festivalu, nakon that in Toronto Film Festival as well, and have been shown at ten activities, which makes the one the biggest individual donator toga i na Toronto Film Festivalu, te prikazan na desetak international festivals. This film is the winner of the most in BiH. međunarodnih festivala. Ovaj film je dobitnik nekoliko prestigious film awards, and as official BiH reprezentative was najprestižnijih filmskih nagrada, a kao službeni predstavnik BiH elected for the nomination of American Film Academy Oscar. je izabran za nominaciju za nagradu Američke Filmske We have also supported within 2020, like previous years, Akademije Oscar. numerous sport projects for the young people, inbetween the Također, podržali smo i u 2020., kao i ranijih godina, brojne biggest project Sport gamens of youth within which was given sportske projekte za mlade, među kojima kao najveći i projekat the opportunity to the primary school pupils to spend their Pored toga što stalno nastojimo da budemo vrlo pouzdan Therewith we permanently try to be quite reliable partner to Sportske igre mladih, u okviru kojeg se učenicama osnovnih summer holidays in friendship, organized sport competitions partner privredi i stanovništvu, budući da smo dugoročno the economy and population, whereas we are long term škola iz cijele BiH pruža mogućnost da ljetni raspust provedu u with their same age children and the other activities. We posvećeni tržištu Bosne i Hercegovine, vidimo svoju ulogu u devoted to Bosnia and Herzegovina market we see our role in druženju, organizovanim sportskim takmičenjima sa supported the other similar activities for the youth, like open aktivnom i konstantnom doprinosu razvoju društva u oblasti active and constant contribution to society development vršnjacima i drugim aktivnostima. Podržali smo i druge slične skating rink at Skenderija within the project ''Winter magic'' of sporta, nauke, kulture, obrazovanja i drugim oblastima. within sport, science, culture, education and the other areas. aktivnosti za mlade, poput otvorenog klizališta na Skenderiji u KSC Skenderija. Decenijama se, iz godine u godinu, trudimo se da budemo Through decades, from year to year, we try to be firmly okviru projekta "Zimska čarolija" KSC Skenderija. Together with numerous humanitarian projects within the čvrsto povezani sa zajednicom u kojoj pružamo usluge, connected with the community wherein we are providing Uz brojne humanitarne projekte na području cijele zemlje, wholw countr, during 2020 successful cooperation has been doprinoseći njenom daljem razvoju i stabilnosti. services, contributing to its further development and stability. tokom 2020. godine je nastavljena uspješna saradnja iz continued out of previous countries with Association ''Srce za prethodnih godina sa Udruženjem "Srce za djecu koja boluju od djecu koja boluju rak'', Association ''Obrazovanje gradi BiH raka", Udruženjem "Obrazovanje gradi BiH" koje stipendira which is giving scholarships for the war victims children and the djecu žrtve rata i drugim. others. 20 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 21

Obrazovanje gradi BiH 22 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 23

Odgovornim upravljanjem, stavljanjem korisnika na prvo By responsible managing, putting the customer at the first mjesto, implementiranjem novih tehnologija kao i donošenjem place, by implementation of new technologies as well as by BH Telecom je tokom 2020. godine u smislu provođenja mjera Planirane aktivnosti na povećanju energetske efikasnosti dobrih poslovnih odluka, uspjeli smo da u vrijeme velike making good business decisions we succeeded to keep our zaštite čovjekove okoline, a u domenu izgradnje i eksploatacije uključuju izradu planskih dokumenata s tematikom korištenja konkurencije na bh. telekomunikacijskom tržištu zadržimo status of the best telecommunications provider even at the telekomunikacione opreme, provodio niz aktivnosti kao što su fotonaponskih sistema na objektima BH Telecoma, kao i status najboljeg pružaoca telekomunikacionih usluga. times of great competition within BH telecommunication pribavljanje Sistemskih ispitivanja i Elaborata o uticaju baznih razmatranje instalacije e-punionica za vozni park koji bi u market. BH Telecom substantiall put the customer in the middle stanica na životnu okolinu sa izjavama o sigurnosti. Nastavlja se narednom periodu bio obogaćen električnim vozilima. BH Telecom suštinski postavlja korisnika usluga u centar pažnje, of its attention, being confirmed by Certificate regarding sa implementacijom single-RAN rješenja mobilne mreže, veće U 2020. godini BH Telecom je usvojio "Politiku zaštite životne što potvrđuje Certifikat o usaglašenosti sistema upravljanja quality managing system compliance (QMS) with the requests energetske efikasnosti u odnosu na ranije tehnologije (manja okoline" što je jedna od aktivnosti u sklopu pripreme za kvalitetom (QMS) sa zahtjevima međunarodnog standarda ISO of international standard ISO 9001:2015 which BH Telecom disipacija toplote i CO2). Od 2020. godine je u toku realizacija certifikaciju u domenu društvene odgovornosti preko EcoVadis 9001 : 2015 koji BH Telecom posjeduje. Istovremeno, kada je u owns. At the same time, when the subject is information projekta modernizacije i zamjene zastarjele aktivne opreme na platforme. Prijava za certifikaciju bit će podnesena u 2021. pitanju sigurnost informacija, posebna pažnja je usmjerena na security, special attention is directed onto the processes fiksnoj mreži, što bi dodatno trebalo povećati energetsku godini. procese koji se odnose na pružanje IT i Cloud Servisa uz zaštitu relating onto IT and Cloud Service together with customer efikasnost telekomunikacione mreže. ličnih podataka korisnika usluga, što se i potvrđuje Certifikatom personal data protection, being confirmed by Certificate U 2020. godine su pokrenute intenzivne aktivnosti na o usaglašenosti sistema za upravljanje sigurnošću informacija regarding system for managing of information security konsolidaciji server sala u objektima BH Telecoma, na način da sa zahtjevima međunarodnog standarda ISO 27001:2013. compliance with the requests of international standard ISO se oprema koncentriše u manji broj sala, pri čemu bi bili U BH Telecomu se uvažava moderna poslovna filozofija 27001:2013. zadovoljeni zahtjevi kontinuiteta poslovanja u slučaju proizašla iz načela marketinške koncepcije upravljanja In BH Telecom modern business philosophy is respected being značajnih nepredviđenih okolnosti. Procesi virtualizacije odnosima sa korisnicima usluga. Od početnog masovnog arisen from the principle of marketing managing conception mrežnih funkcija i aplikacija se nastavljaju, odnosno HW marketinga, preko segmentacijskog marketinga, došlo se do with services customers. From starting of mass marketing, oprema se koncentriše i unificira, a za široki spektar SW rješenja i BH Telecom has within 2020, in the sense of providing the pojedinačnog potrošača kao aktivnog saradnika u razvijanju through segmentation marketing, it comes to individual funkcionalnosti, kako za telekomunikacione usluge BH measures of humsn life environment rotection, and within the međusobnih odnosa. Kreiranje ponuda, kao i promotivno- customer as active collaborator in development of mutual Telecoma, tako i za eksterne korisnike usluga na Cloud domain of telecommunication equipment exploatation, prodajnih akcija, usmjereno je prema potrebama i željama relations. Creation of the bids, as well as promotional-sales rješenjima BH Telecoma. kupaca, rezidencijalnih i poslovnih korisnika usluga BH actions, has been directed towards needs and wishes of the carried out few activities like procurement of Systematic Telecoma. Kreiranje ponuda prema željama i potrebama buyers, residental and business customers of BH Telecom investigations and Elaborate regarding basic stations influence korisnika se prvenstveno odnosi na zadržavanje postojećih services. Creation of the bidds according to the wishes and onto life environment together with the statements regarding korisnika usluga, pa zatim i na sticanje novih. needs of customers is primarily relating to retention of existing security. It is to be added the implementation of single-RAN customers, and afterwards the acquisition of the new ones. mobile network solutions, larger energetic effciency in relation Stoga se u BH Telecomu stalno radi na izgradnji kvalitetnog Therefore, it has been permanently working onto the build of to previous technologies (lower heat dissipation and Co2). odnosa sa korisnicima, koji se ogleda osim u prilagođavanju qualitative relations with the customers within BH Telecom, Since 2020 it is on-going the realization of kroject of usluga njihovim pojedinačnim potrebama gdje god je to which is reflecting, except in adjustment of the services to their modernization and replacement of old active equipment moguće, i u brzom i kvalitetnom rješavanju smetnji koje se individual needs where it is possible, as well as in quick and within fixed network, which would additionall increase javljaju pri korištenju usluga. Također, ogleda se i u qualitative disturbances solutions which are appearing during energetic efficiency of telecommunication network. svakodnevnom "dodavanju" novih, uglavnom digitalnih services usage. Also, it is reflecting in daily ''addition'' of new, In 2020 intense activities have been started up onto kanala za pristup uslugama, te za realizaciju drugih potreba mostly digital channels for services access for realization of the consolidation of server halls within BH Telecom objects, in a wa korisnika, kako bi korisničko zadovoljstvo bilo sto veće. other needs of customers, so that customer satisfaction would that the equipment is to be concentated in small number of Karakteristika takvog odnosa BH Telecoma je višegodišnje be greater. halls, while the requests of business continuity would be kontinuirano kreiranje promotivno - prodajnih akcija za The characteristic of such relation of BH Telecom is long years satisfied in the case of significant unpredicted circumstances. korisnike, u kojima korisnici biraju pogodnosti prema svojim continuous creation of promotional-sales actions for the Processes of vitalization of network functions and applicatiao potrebama: popuste na pretplatu, veće količine saobraćaja ili customers, where customers are choosing conveniences are to be continued, i.e. HW equipment is to be concentrated dodatne usluge. Također im se pri ugovaranju svih usluga, according to their needs: discounts onto subscription, greater and unified, and for wide spectrum of SW solutions and mobilnih, multimedijalnih, interneta ili usluga fiksne mreže, quantities of traffic or additional services. Also, they are functionalities, as well as for BH Telecom telecommunication stalno omogućavaju takvi izbori. permanently enabled such choices while the are agreeing all services, also for external customers of the service within BH Uz to, BH Telecom već četiri godine zaredom gradi i usavršava u services, mobile, multimedia, internet or fixed network Telecom Cloud solutions. skladu sa mogućnostima svoj program lojalnosti Bonus plus, services. Besides that, BH Telecom has been building for 4 (four) Planned activities onto increasing of energetic efficiency are putem kojeg bonus bodovima nagrađuje svoje vjerne korisnike years consecutively and perfects in accordance with the including making of plan documents with the topic of za redovno plaćanje računa, pretplatnički staž i drugo. possibilities its loyalty program Bonus plus, through which fotopower system usage within BH Telecom objects, as well as Poštovanje lojalnosti svojih korisnika u BH Telecomu je izraženo awards with bonus points its loyal customers for their ordinary the consideration of installation of e-charges for driving park so sloganom "Mi ne zaboravljamo povjerenje..." Za korisnike se bills payment, subscriber internship and the other. Loyalty that in next period it would be enriched by electrical vehicles. često organizuju i nagradne igre, kao dodatni vid nagrađivanja respect of its customers in BH Telecom was expressed by slogan In 2020 BH Telecom accepted ''Politics of life environment za vjernost. Pored većeg broja manjih nagradnih igara, u 2020. ''We do not forget confidence...'' Prize games have often been protection'' which is one of the activities within preparation for godini je organizovana za korisnike i velika nagradna igra BH organized as additional way of prizes for loyalty. Besides greater certification in domain of responsibility via EcoVadis platform. Telecoma pod nazivom "Sretna nova uz auto iz snova". number of smaller prize games, in 2020 was organized for the The announcement for certification would be submitted in customers big prize game of BH Telecom by name ''Sretna nova 2021. uz auto iz snova''. 24 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 25

Information for the investors BH Telecom and international • Vrijednost osnovnog kapitala Dioničkog društva BH Telecom • Value of basic capital of Share holders Company BH Telecom Sarajevo na dan 31.12.2020. godine iznosio je 634,57 miliona on 31.12.2020 had amounted 634,57 millions KM, divided onto KM, podijeljen na 63.457.358 običnih dionica, nominalne 63.457,358 shares, having nominal value of 10 KM. cooperation vrijednosti 10 KM. • In ownership structure majority part (90%) owns Governm- • U vlasničkoj strukturi većinski dio (90%) posjeduje Vlada ent of Federation of Bosnia and Herzegovina. Federacije Bosne i Hercegovine. • According to annual statistics report of Sarajevo stock • Prema godišnjem statističkom izvještaju Sarajevske berze exchange (SASE), the largest turnover in this year has been Interkonekcijama sa međunarodnim operatorima omogućava By the interconnections with international operators it is (SASE), najveći promet u ovoj godini ostvaren je sa dionicama realized on shares of issuer BH Telecom d.d. Sarajevo'' in the svojim pretplatnicima uslugu međunarodne govorne enabling to its customers the service of international voice emitenta BH Telecom d.d. Sarajevo u iznosu od 8.973.428,55 KM amount of 8.973.428,55 KM which makes 18% of completely telefonije i razmjene SMS-ova sa svim zemljama svijeta. BH telephony and exchange of SMS-s with the countr all over the što čini 18% ukupno ostvarenog redovnog prometa na realized ordinary turnover on Free market SASE is relating onto Telecom ima 23 direktne veze sa međunarodnim operatorima, world. BH Telecom is having 23 direct connections with Slobodnom tržištu SASE se odnosi na BH Telecom d.d. Sarajevo. BH Telecom d.d. Sarajevo. direktne veze sa 11 bosanskohercegovačkih operatora, preko international operators, direct connections with 11 Bosnian- • Ukupan broj transakcija dionicama BH Telecoma u 2020. • Total number of transactions with BH Telecom shares in 2020 kojih se vrši razmjena telefonskog saobraćaja. Herzegovian operators, through which telephone traffic godini iznosio je 695, sa ukupnom vrijednošću od 9,0 miliona amounted 695, having total value of 9,0 millions KM. BH Telecom je svojim korisnicima omogućio kvalitetnu exchange is performing. KM. • Average price of BH Telecom shares on the last day of trading roaming uslugu širom svijeta. Nesmetanu komunikaciju BH Telecom has enabled to its customers roaming service all • Prosječna cijena dionica BH Telecoma u 2020. godini 9,20 KM, in 2020 had amounted 57,8 millions KM. prilikom boravka u inostranstvu korisnici mogu ostvariti u 168 over the world. Undisturbed communication during being minimalna prosječna cijena iznosila je 8,20 KM, a maksimalna • Company Assembly on its 55th session hold on 27.06.2019. zemalja svijeta, te birati između 342 operatora sa kojima BH abroad the customers can realize in 168 countries of the world, prosječna cijena 10,50 KM. has decided to pay dividends for 2018 in the amount of 35,0 Telecom ima sklopljene roaming ugovore. and choose between 342 operators whith which BH Telecom is • Prosječna cijena dionice BH Telecoma na posljednji dan millions KM. Pored naprijed navedenog, BH Telecom je za svoje krajnje having concluded roaming contracts. trgovanja u 2020. godini je iznosila 8,78 KM. • Company Assembly on its 58th session hold on 29.06.2020. • Tržišna kapitalizacija na dan 31.12.2020. godine iznosila je has decided to pay dividends for 2019 in the amount of 35,0 korisnike obezbijedio potrebne Internet kapacitete kroz Besides afore mentioned BH Telecom has provided for its end 57,8 miliona KM. millions KM. saradnju i povezivanje sa vodećim Tier 1 međunarodnim users needed Internet capacities through cooperation and • Skupština Društva je na 55. sjednici održanoj 27.6.2019. nadprovajderima, kao i kroz saradnju sa vodećim svjetskim connecting with leading Tier 1 international over-providers, as godine donijela Odluku o isplati dividende za 2018. godinu u Content provajderima poput Googla i Facebooka. well as through the cooperation with leading world Content iznosu od 35,0 miliona KM. providers like Google and Facebook. • Skupština Društva je na 58. sjednici održanoj 29.6.2020. godine donijela Odluku o isplati dividende za 2019. godinu u iznosu od 35,0 miliona KM. BH TELECOM JE ČLAN MEĐUNARODNIH TELEKOMUNIKACIJSKIH ASOCIJACIJA: BH TELECOM IS THE MEMBER OF INTERNATIONAL TELECOMMUNICATION ASSOCIATIONS:

ITU Međunarodna telekomunikaciona unija % promjene 2019. % Change International Telecommunication Union INFORMACIJE ZA INVESTITORE INFORMATION FOR INVESTORS ETNO Asocijacija evropskih telekomunikacionih mrežnih operatora Association of European telecommunications network operators Broj transakcija 529 131,38% Number of transactions EUTELSAT Evropska telekomunikaciona satelitska organizacija Ukupan promet (mil. KM) 6,7 134,33% Total turnover (mill. KM) European ttelecommunication sattelite Tržišna kapitalizacija (mil. KM) 57,1 101,20% Market Capitalization (mill. KM) Isplaćena dividenda (mil. KM) 35 100,00% Paid dividend (mill. KM) GSM Association

ROE 5,04 92,06% ROE ETSI Evropski institut za standardizaciju u CEPT European Institute for standardization in CEPT-

CEPT Evropska konferencija poštanskih i telekomunikacionih administracija European conferrence of postal and telecommunications administrations 26 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 27

Business surroundings

Početak 2020. godine obilježila je globalna ekonomska kriza uzrokovana pandemijom koronavirusa. The beggining of 2020 was marked with global economic crisis caused by Corona virus pandemic. Stroge mjere koje su uvedene da bi se spriječilo širenje COVID-19 dovele su do iznenadnog i Strict measures being introduced to prevent COVID-19 expansion had led to sudden and unregistered nezabilježenog zastoja ekonomske i socijalne aktivnosti diljem svijeta zbog čega je došlo do naglog stagnation of economic and social activities worldwide because of which it came to sudden reduction smanjenja obima poslovanja. Ekonomski šok koji je najviše pogodio sektor nefinansijskih preduzeća of business scope. Economic shock mostly attacked sector of unfinancial enterprises turned onto prelio se na tržište rada i negativno uticao na ekonomska očekivanja domaćinstava. Gotovo sve market of work and negatively influenced on economic expectations of households. Nearly all proizvodne djelatnosti bilježe značajan pad aktivnosti, uz napomenu da sektor prijevoza i turizma producting activities register significant decline in activity, noting that transport and tourism sectors bilježe najizraženije gubitke. register the largest losses. Economic crisis has influenced onto economy of most country of the world, so onto Bosnia and Ekonomska kriza utjecala je na ekonomiju većine zemalja svijeta, pa tako i na Bosnu i Hercegovinu. Na Herzegovina as well. At the end of the second quarter of 2020, record decline of economic activities was kraju drugog kvartala 2020. godine zabilježen je rekordan pad ekonomske aktivnosti u iznosu od 9,3%. registered. After registered economic increase in 2018 and 2019 (in 2019 with regard to 2018 the Nakon zabilježenog ekonomskog rasta u 2018. i 2019. godini (u 2019. godini u odnosu na 2018. godinu increase of real gross domestic product of 2,6%, while in 2018 with regard to 2017 the icrease of real zabilježen je rast realnog bruto domaćeg proizvoda od 2,6%, dok je u 2018. godini u odnosu na 2017. gross domestic product of 3,4%) in 2020 is to be estimated significant decline of economic activities in godinu, zabilježen rast realnog bruto domaćeg proizvoda od 3,4%) u 2020. godini se procjenjuje B&H. značajan pad ekonomske aktivnosti u BiH. Prema procjenama Centralne banke BiH pandemija je According to the estimations of Central Bank of B&H pandemic has caused decline of real gross uzrokovala pad realnog bruto domaćeg proizvoda od 5% u 2020. godini u odnosu na 2019. godinu (1). domestic product of 5% in 2020 with regard to 2019 (1). Stagnation has been registered in each sector Stagnacija se bilježi u svim sektorima društva i ekonomije, a u naredne dvije godine ne očekuje se rast of society and economy, and in mentioned two years the increase of real GDP is not expected over 3%. realnog BDP-a iznad 3%. By such moderate rates of increase, reaching to economy activities level before pandemic is to be Ovako umjerenim stopama rasta, dostizanje nivoa ekonomske aktivnosti prije pandemije očekuje se expected at the earliest in 2022. najranije 2022. godine. Na smanjenje bruto domaćeg proizvoda najviše je utjecalo smanjenje lične Personal consumptions of the population had mostly influenced onto decrease of GDP because of potrošnje stanovništva uslijed negativnih trendova na tržištu rada (porast stope nezaposlenosti), negative trends within the market of work (increase of unemployment rate), temporary or completely privremenog ili potpunog zatvaranja velikog broja malih i srednjih preduzeća posebno u oblasti closing ao the large number of small end middle enterprices especially within tourism and catering turizma i ugostiteljstva, smanjenja kreditne aktivnosti, smanjenja ino doznaka i očekivanja potrošača u area,reduction of credit activities, reduction of foreign mone orders and expectations of the consumers budućnosti. in the future. Within GDP structure, pesonal consumption of population participates with 74,2 while estimation of personal population consumption reduction of population in 2020 with regard to 2019 is U strukturi GDP-a, lična potrošnja stanovništva učestvuje sa 74,2% dok procjena smanjenja lične amounting 5,3 % (2). Within 2020 the increase of stste consumption estimated on 4%with regard to potrošnje stanovništva u 2020. godini u odnosu na 2019. godinu iznosi 5,3% (2). U toku 2020. godine 2019 is the only factor which will mitigate total economic activities reduction, while all the other rast državne potrošnje koji je procijenjen na 4,0% u odnosu na 2019. godinu je jedini faktor koji će components of GDP will register significant reduction. Uncertainty is the additional factor which is ublažiti smanjenje ukupne ekonomske aktivnosti, dok će sve ostale komponente GDP-a bilježiti contributing to the crisis because it importantly influence onto careful consumers and investors značajno smanjenje. Neizvjesnost je dodatni faktor koji pridonosi krizi jer značajno utiče na oprezno behaviour, i.e. prolongation or total giving up of the decisions regarding investments and ponašanje potrošača i investitora, odnosno prolongiranje ili potpuno odustajanje od odluka o consumption. investicijama i potrošnji. According to Central Bank BiH data, industrial production has registered reduction even in 2019, as the Prema podacima Centralne banke BiH, industrijska proizvodnja je zabilježila smanjenje već u 2019. result of work cease of certain strategic enterprices and lower foreign requests. Industrial production godini kao rezultat prestanka rada pojedinih strateških preduzeća i slabije inostrane potražnje. deepening of the fall within current year was caused by Corona virus pandemic. Total annual industrial Produbljenje pada industrijske proizvodnje u tekućoj godini je uzrokovano pandemijom koronavirusa. producrtion fall in the first halfyear is amounting 8,9%. Ukupan godišnji pad industrijske proizvodnje u prvom polugodištu iznosi 8,9%. Trends of moving of indicators within market of work are showing the increase of the number of Trendovi kretanja pokazatelja na tržištu rada ukazuju na rast broja nezaposlenih lica koji se očekuje i u unemployed persons which is to be expected in future period as well. At the end of June 2020 the narednom periodu. Krajem mjeseca juna 2020. godine, broj zvanično nezaposlenih osoba je iznosio number of officiall unmployed persons has amounted 421.300 which represents reduction of 3,5% 421.300 što predstavlja smanjenje od 3,5% u odnosu na broj nezaposlenih u junu 2019. godine (3). with regard to number of unemployed in June 2019 (3). According to Central Bank BiH data, the biddest Prema podacima Centralne banke BiH, najveće smanjenje zaposlenih u prvom kvartalu 2020. godine je reduction of unemployed within the first quarter was registered in the area of trading, traffic and zabilježeno u oblasti trgovine, prevoza te hotelijerstva i ugostiteljstva. hospitality and catering. Pandemija je uticala i na smanjenje priliva po osnovu poreza, dok se, istovremeno, ukazala potreba za Pandemic has influenced onto reduction of influx reduction on the basis of tax, while at the same time, finansiranjem ekonomskih posljedica krize radi čega je unutrašnji i javni dug zabilježio rast. Na the need for financing of economic crises consequences pointed outbecause inner and public debt has kvartalnom nivou, prihodi od indirektnih poreza su pali za čak 279,5 miliona KM u drugom kvartalu registered its increase. On quarter level, the revenues of indirect taxes decreased even for 279,5 2020. godine (4). millions KM within the second quarter of 2020 (4). 28 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 29

U proteklom periodu vlade zemalja su usvojile niz mjera za ublažavanje negativnih efekata pandemije Within previous period the Governments of the countries accepted series of measures regarding na ekonomiju i živote građana. Većina zemalja je sačinila program mjera koje se baziraju na pružanje mitigation of negative effects of pandemic onto economy and the lives of the citizens. Most of the sredstava pomoći malim preduzećima koja su najviše pogođena krizom i sektoru zdravstvene zaštite countries has made the program of the measurements which were on the basis of roviding of resources kako bi se održala njihova likvidnost, i zadržala radna mjesta, davanje fiskalnih olakšica i državnih of help to small enterprices which were the most affected by the crises and to the sector of health podsticaja najpogođenijim kategorijama privrede. protection so that their liquidity is to be kept, and had hold working places, giving of fiscal facilitates Navedeni pad je posljedica zaključavanja ekonomije i mjera koje su vlade donijele kako bi olakšale and state support to the most affected categories of the economic. privredi u okolnostima koje su nastupile tokom pandemije, velikog pada uvoza, kao i značajnog rasta Mentioned decrease is the consequence of econom lockdown and the neasurements which povrata PDV-a po osnovu međunarodnih projekata. Također, zbog zadržavanja restrikcija ulaska u BiH, Gvernments had decided to facilitate to the economic within the circumstances which had arisen izostao je dolazak turista i dijaspore koja bi inače pozitivno doprinijela rastu potrošnje, a samim tim i during pandemicm great decrease of import, as well as of significant increase of VAT return on the basis boljoj naplati prihoda (5). of international projects. Also, because of retention of incoming into BiH the coming of tourists and diaspora was missing which significantly would contribute to the increase of consumption, and that way to better revenues payment (5) .

Kao i sve druge sfere ekonomije i društva, As all the other spheres of economy and society, telekomunikacijsko tržište u 2020. godine obilježili su telecommunications market in 2020 has been marked efekti pandemije COVID-19. Ekonomski i društveni out by the effects of pandemic COVID - 19. Economic and poremećaji koji su nastali uslijed pandemije doveli su do social disorders which have arisen because of pandemic " " toga da se ljudi širom svijeta oslanjaju na tehnologiju radi had led to it that people worldwide are reling onto Značajan porast upotrebe usluga koje se baziraju na Significant increase of services usage being based on širokopojasnom internetu. U nekim zemljama broj minuta broadband Internet. In some countries the number of minutes rada od kuće, održavanja socijalnih veza i informisanosti. technology of working online from their homes, keeping glasovnog saobraćaja također, bilježi značajne stope rasta; of voice traffic, register important increase rates, Pandemija COVID-19 ukazala je na važnost social connections and informativeness. Pandemic " Stavljanje u fokus propusnost internet mreže i brzinu " Putting into the focus permeability of Internet telekomunikacijske infrastrukture u održavanju COVID 19 has pointed onto telecommunications prijenosa podataka; network and data transfer speed, poslovanja preduzeća i povezanosti društva. infrastructure importance in the maintenance of " COVID-19 je doveo do saradnji između telekom " COVID-19 has led to the cooperation between enterprices business and connection of the society. operatora koja je u prethodnim godinama bila nezamisliva. telecom operators which was unthinkable. Some telecom Neki telekom operatori u razvijenim zemljama npr. povećavaju operators in developed countries vor example increase kapacitet mreže tako što iznajmljuju spektar/opseg frekvencije network capacity in a way that they are leasing specter/scope of Proglašenje stanja prirodne nesreće u mjesecima mart - maj i od konkurencije; frequency from the competition, zatvaranje granica imali su negativne posljedice na ekonomiju The announcement of the state of natural disaster in the " Telekom operatori su preduzeli niz koraka kako bi " Telecom operators have undertaken some steps to zemlje. Posebno je naglašen trend promjene potrošačkih months March-May and closing of the borders had negative korisnicima omogućili pristup i kvalitenije mrežne usluge (npr. enable customers access and more qualitative network navika u smislu smanjenja potražnje za mobilnim internet consequences ont economy of the country. Especially the trend neograničene minute korištenja i/ili veće brzine prijenosa services (e.g. unlimited minutes of usage and/or larger speeds saobraćajem, jer je većina stanovnika bila kod kuće i koristila of consumers habits has been empasized in the sense of podataka); of data transfer), wifi mreže, te porasta potražnje za širokopojasnim uslugama consumption reduction of mobile internet traffic, because the " Neki telekom operatori korisnicima koji rade od kuće " Some telecom operators are offering reduced prices radi organiziranja rada od kuće i online nastave. most of the population was at home and used WiFi networks, nude po sniženim cijenama ili čak besplatne mrežne or even free of charge services to the customers which are Istraživanja su pokazala da su se u protekloj godini telekom and the increase of the request for broadband services because alate; working from their homes, operatori fokusirali na povećanje propusnosti mreže i of organizing the work from home and online teaching. " Budući da je većina prodavnica širom svijeta bila ili je " Whereas the most of shops worldwide have been or povećanje brzine prijenosa podataka uslijed povećane tražnje The investigations have shown that within previous year još uvijek zatvorena (izuzev radnji osnovnih prehrambenih has already been closed (except the shops of basic food korisnika, te na uticaje COVID-19 na planirane investicije u TK telecom operators were focused on the increase of networks namirnica, apoteka, benzinskih pumpi I sl.) telekom operatori groceries, pharmacies, petrol stations and the like) telecom infrastrukturu. permeability and increase of data transfer speed because of su se prilagodili novim načinima prodaje svojih usluga. operators have been adjusted with new ways of their services increased requests of the customers, and onto the influence of selling. COVID-19 onto planned investments in TC infrastructure. 30 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 31

" " Odgađanje predstavljanja i puštanja na tržište novih Delay of representing and putting onto the market of Više je razloga koji su doveli do navedenog: osnovna prednost There are many reasons which have led to the mentioned: basic smart uređaja radi ograničenja ili prekida u lancu nabavki, te new smart devices because of restriction or cease in the mobilne usluge - njena mobilnost, smanjenje cijena usluga advantage of mobile network - its mobility, reduction of prices smanjenja tražnje za ovim uređajima radi smanjenja procurement chain, and reduction of requests for these devices mobilne mreže radi tehnološkog napretka i ulaska novih of mobile network services because of technological progress korisničkog optimizma uslijed smanjenja kupovne moći; because of customer optimism reduction because of reduction konkurenata na tržište uslijed deregulacije, razvoj interneta i and entry of new competitors onto the market because of " Ustupanje podataka o korisnicima organima vlasti of purchasing power, pojavi novih načina za komunikaciju i sl. deregulation, Internet development and the appearance of " kako bi se otkrilo i spriječilo širenje COVID-19. Npr. u nekim Cession of data regarding customers to Governing new ways of communication and the like. zemljama, zahvaljujući visokoj stopi gustoće mobilnih bodies ao that it would discover and prevent COVID - 1 Može se reći da su mobilni korisnički uređaji postali sredstvo korisnika, razmjena podataka i komunikacija između organa expasnion. For example in some countries, owing to high rate lične komunikacije, dok su uređaji u nepokretnoj We can say that mobile customers devices has become the vasti i telekom operatora je bila ključna u identificiranju of mobile customers density, data exchange and komunikacijskoj mreži (kompjuteri) postali uređaji porodične i means of personal communication, while the devices in zaraženih pojedinaca i kontrolisanju širenja virusa. Za očekivati communication between governing bodies and telecom poslovne komunikacije. immobile communication network (computers) have become je da će sve veći broj zemalja koristiti podatke o korisnicima operators was key one in identification of infected individuals Radi širokog spektra mogućnosti i brojnih pogodnosti koje the devices of familiar and business communication. kako bi se pratilo i spriječilo širenje virusa što može dovesti u and controling of virus expansion. It is to be expected that nudi upotreba interneta i paketske mreže u proteklim Because of wide spectrum and numerous conveniences being pitanje zaštitu ličnih podataka; increasing countries use data regarding customers to follow godinama je bilježila značajne stope rasta. Klasični offered by Internet usage and package network in previous " Neki od operatora su se suočili sa problemom naplate and prevent virus expansion which can call in question širokopojasni pristup (p)ostao je temelj digitalnog years significant rates of increase were registered. Classic potraživanja, iako su u dosadašnjim ekonomskim krizama personal data protection, komuniciranja i za fiksne i mobilne komunikacije. Internet je broadband access (became (remain) the basis of digital " uglavnom bili pošteđeni uticaja recesije; Some of the operators have met themselves with the omogućio i korištenje web aplikacija za svakodnevnu communications for fixed as well as for mobile " Telekom operatori koji imaju vlastite medije problem of claims payment, although in up to now economic komunikaciju što je direktno uticalo na smanjenje saobraćaja communications. Internet enabled the usage of web povezane sa sportom suočavaju se sa negativnim efektima na crises the ones were free of recession influence, mobilne govorne usluge i smanjenje poslatih tekstovnih application for daily communication which directly influenced " prihode koji se ostvaruju od aktivnosti reklamiranja radi Telecom operators which are having their own media poruka. Razvoj internet usluga, posebno razvoj širokopojasnog onto traffic reduction of mobile voice service and reduction of otkazivanja velikog broja sportskih događaja; connected with sport are meeting with negative effects onto pristupa internetu te širokopojasnih aplikacija i usluga sending of text messages. Internet services development, " Mnogi operatori istražuju i razmatraju efekte the revenues being realised onto advertisements activity prepoznati su kao ključni faktori ekonomskog rasta, especially broadband access development and broadband dugoročnih investicija u nove tehnologije, a pojedini telekom because of cancellation of great number of sport events, zaposlenosti, konkurentnosti i produktivnosti. applications and srvices are recognized as key factors of " operatori su usmjerili aktivnosti prema investicijama u 5G Many operators are investigating and considering economic increase, employment, competition and mrežu radi veće pouzdanosti i veće brzine prijenosa podataka. the effects of long term investments into new technologies in Tražnja za uslugama koje se baziraju na širokopojasnom productivity. 5G network because of greater reliability and larger data internetu posebno je došla do izražaja nastankom globalne transfer speed. zdravstvene krize u protekloj godini. Pandemija koronavirusa Request for the services being based on broadband Internet ubrzala je proces digitalne transformacije, a jedan od njih je especially came to the fore by arising of health crisis within last Pored uticaja pandemije, na telekomunikacijskom tržištu su Besides the pandemic influence, within telecommunication internetska povezanost, koja se višestruko povećala. Brz i year. Corona virus pandemic made fast the process of digital nastavljeni trendovi iz prethodnih godina poslovanja poput market the trends of previous business years have been dostupan internet dobio je na značaju više nego ikad ranije. Do transformation, and the one them is internet connection, which pomjeranja potražnje korisnika sa nepokretnih (fiksnih) continued like requeata of customers shift from immovable kraja aprila 2020. godine 70% zemalja u svijetu su uvele neki increased multiplied. Quick and available internet has become komunikacija na pokretne (mobilne) komunikacije što je (fixed) communications onto movable (mobile) oblik ograničenja kretanja, a većina strogi lockdown. Tokom more importanat more than anytime before. Until April 2020 dovelo do smanjenja broja korisnika i prihoda fiksne mreže uz communications which led to customers number reduction ovog perioda, korištenje internet usluga je poraslo za 70%, 70% of the countries worldwide have introduced some type of povećanje broja korisnika i prihoda mobilne mreže i internet and revenue of fixed network with the increase of customers upotreba remote desktopa za 40%, a upotreba alata za movement reduction, and most of them strict lockdown. usluga, deregulacija odnosno uklanjanje barijera za ulazak na number and revenur of mobile network and internet services, virtuelnu komunikaciju više od 600% (7). During this period, usage of Internet services has increased for tržište što je dovelo do jačanja konkurencije u pojedinim deregulation i.e barriers removal for entry into the market 70%, usage of remote desktop for 40%, and usage of tools for Postpandemijsko novo normalno će vjerovatno ubrzati segmentima kao i stalna regulacija, odnosno donošenje novih which has led to the compettition strengthening within certain vitual communication more than 600% (7). aktivnosti na digitalnoj transformaciji ekonomije i društva. Iako regulativa koje za cilj imaju cjenovno usklađivanje i zaštitu segments as well as continuous regulation i.e. new regulations će se neki poslovi nastaviti raditi od kuće, većina ljudi će se ipak Post-pandemic new normal will probably speed up the krajnjih potrošača, okrupanjavanje telekom operatera kroz making which are having as their aim price adjustment and vratiti na svoja radna mjesta, ali će se alati za virtuelnu activities on digital transformation of economy and the society. spajanja i akvizicije, investiranje u nove tehnologije i u skladu s protection of end users, consolidation of telecom operators komunikaciju nastaviti koristiti u svrhu održavanja Although the new businesses are to be continued to be done at tim pojava novih usluga, pojava OTT servisa koji su donijeli through connecting and acquisition, investment into new svakodnevnih sastanaka, radionica, treninga pa čak i team home, most people will return to their working places, but the novu konkurenciju na tržište, uticaj socijalnih i ekonomskih technologies and in accordance with that the appearances of buildinga za ljude na različitim lokacijama. Također, očekuje se tools for virtual communication are to be continued to be used faktora poput prosječnog GDP-a i njegove stope rasta, new services, the appearances of OTT service which brought da će obrazovne institucije zadržati neki oblik on line nastave u for the purpose of daily meetings holding, workshops, trainings prosječnog dohotka po stanovniku, stope nezaposlenosti i sl. new competition onto the market, the influence of social and budućnosti kao i porast značaja digitalnih usluga poput e- even team building for the perople within different locations. economic factors like average GDP and its rate increase, of trgovine, e-bankinga i sl. Alsoi, it is expected that educational institutions will keep new Trend smanjenja broja korisnika fiksne mreže, a samim tim i average income by the citizen, unemployment rate and the like. prihoda u fiksnoj mreži je prisutan u zemljama regije i EU form of on line teaching in the future as well as the increase of posebno onim koje su tehnološki razvijenije, a rezultat je sve The trend of fixed network customers reduction, and therefore important digital services like e-trade, e-banking and the like. veće tendencije korištenja usluga mobilne i internet mreže. the revenues within fixed network is present in the countries of region and EU especially those ones being technologically more developed, and the result of larger usage tendency of mobile services and Internet network. 32 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 33

Regulisanje tržišta telekomunikacija u BiH je u nadležnosti Regulation of telecommunication market within BIH is the Pojedini segmenti bosanskohercegovačkog tržišta Certain segments of BH telecommunication market can be, Regulatorne agencije za komunikacije BiH (u daljem tekstu competence of Regulatory Agency for Communications BIH telekomunikacija se, prema stanju konkurencije, mogu according to competition state, characterized as oligopolistics RAK), a zasnovano je na Zakonu o komunikacijama BiH (hereinafter RAK), and is based on the Law regarding BIH okarakterisati kao oligopolsko (tržište sa malim brojem (the market with small number of participants), with meaningly (Službene novine BiH br. 31/03, 75/06, 32/10, 98/12), Politici communications (Službene novine BiH no: 31/03, 75/06, 32/10, učesnika), sa izrazito jakim nivoom konkurencije između strong competition level between certain operators, e.g. sektora elektronskih komunikacija BiH i Akcionog plana za 98/12), Politics of electronical communications BiH and Action pojedinih operatora, npr. segment mobilne telefonije ili kao segment of mobile telephony or as competitive (with great realizaciju Politike i podzakonskim aktima. plan for realization of Politics and sub-law acts. konkurentsko (sa velikim brojem učesnika), npr. tržište internet number of paricipants), e.g. the market with internet services. Postojeći regulatorni okvir se zasniva na regulatornom okviru Existing regulatory frame is based on regulatory frame of EU, usluga. Kao i ostala, tržište u Bosni i Hercegovini je neminovno As the others, the market in Bosnia and Herzegovina is EU, a karakteriše ga stalno praćenje i analiziranje tržišta and is characterized by permanent following and analses of the pod utjecajem opštih, ekonomskih i političkih prilika u zemlji, te inevitably under the influence of general, economical and telekomunikacija, te donošenje potrebnih regulatornih akata s telecommunication market, and making of needed regulatory ga karakterišu visoka stopa fluktuacije stanovništva (odlaska iz political occasions within the country, so it is characterized with ciljem njegovog kontinuiranog razvoja. acts aiming its continuous development. BiH), niži stepen upotrebe informaciono komunikacionih high rate of population fluctuation (outgoing from BIH), lower tehnologija u odnosu na nivo Evropske Unije, ali i relativno brzo level of informational communicational technology usage prihvatanje novih tehnologija od strane mlađe populacije comparing to Europian Union, but relatively quick acceptance Najznačajnije regulatorne aktivnosti tokom 2020. godine su: The most important regulatory activities within 2020 were as (mobilna telefonija, internet). of new technologies as well b younger population (mobile follows: Negativni ekonomski utjecaji, sve veći broj učesnika i jačanje telephony, internet). • Pokrenute javne konsultacije od strane Regulatorne agencije konkurencije na telekomunikacijskom tržištu BiH, te brzi Negative economical influences, larger number of participants za komunikacije na prijedlog analiza tržišta za 8 maloprodajnih • Public consultations have been started up b Regulatory napredak u razvoju tehnologija, koji omogućava uvođenje and competition strenhthen within BIH market, and quick i veleprodajnih TK tržišta u BIH, u okviru kojih je BH Telecom Agency for communications onto the proposal of market novih i boljih usluga krajnjim korisnicima, imali su direktne progress in technologies development, enabling introducing dostavio svoje komentare. analses for 8 retail and wholesale TC markets within BIH, whithin posljedice na poslovanje Dioničkog društva BH Telecom of new and better services to the end users, had direct • Izvršeno novo sniženje cijene terminacije u mobilnu mrežu which BHTelecom had supplied its comments. Sarajevo. consequences onto business of Share Holder Company BH BH Telecoma, s početkom 2020. godine, u skladu sa Analizom • New termination prices reduction was performed in mobile Razvoj tehnologije uspostavio je niske barijere za globalne Telecom Sarajevo. The development of technology has tržišta poziva koji završavaju u individualnim mobilnim network of BH Telecom, at the beginning of 2020, in accordance kompanije (uglavnom OTT kompanije), pa je ulazak novih established low barriers for global companies (mostly OTT mrežama provedenom od strane RAK-a 2017. godine. with Market analyses of the calls ending at individual mobile konkurenata na globalnom, ali i na bh. nivou stalno prisutan, companies), so the entry of new competitors on global, being • Po nalogu RAK-a, objavljena nova Referentna interk- networks being conducted by RAK 2017 što dovodi do većeg korištenja besplatnih alternativnih načina permanentl prsent on BH level, has been leading to more usage onekcijska ponuda za povezivanje na fiksnu mrežu BH • Upon RAK order, new Reference interconnection bid zadovoljavanja potreba za elektronsko komunikacijskim of free of charge alternative ways of satisfing of the needs for Telecoma koja omogućava drugim operatorima IP regarding connection onto BH Telecom fixed network has been uslugama i utiče na smanjenje tražnje za našim uslugama. electronical communication services and influence onto interkonekciju na fiksnu mrežu BH Telecoma. announced enabling to the other operator IP connection onto Agresivan nastup konkurencije, posebno usmjeren prema requests reduction for our services. BH Telecom fixed network. korisnicima BH Telecoma, kao i ranijih godina, često je nosio Aggresive competition appearance, is especially intended obilježja nelojalnosti, što uz nereagiranje regulatora, doprinosi towards BH Telecom customers, like in previous years, it often nejednakim uslovima poslovanja BH Telecoma i konkurencije. had the indications of unloyality, which together woth no reaction of regulator, contributes to unequal conditions of BH Od konkurenata posebno treba izdvojiti djelovanje Telemach-a Telecom and the competition business. Of the competitors u domenu multimedijalnih usluga i pristupa internetu i usluga especially should be marked off Telemach activities within fiksne govorne telefonije, zatim m:tel-a kroz nastavak akvizicije multmeda services domain and access to Internet and the ISP-ova i kablovskih operatora na području RS-a (Elta Kabel services of fixed voice telephony, and afterwards m:tel through Doboj, Blicnet Banjaluka i Telradnet Bijeljina), te svakako m:tel-a addition of activation of ISP and cable operators within RS (Elta i Eroneta u domenu mobilnih usluga. Kablel Doboj, Blicnet Banjaluka and Telradnet Bijeljina), and anyhow m:tel and Eronet within mobile services domain. Prema podacima Regulatorne agencije za komunikacije Bosne i Hercegovine od 31.12.2020. godine na tržištu BiH According to Data of Regulatory Agency for communications posluju: of Bosnia and Herzegovina dated 31.12.2020 within BIH • 3 UMTS operatora, market are acting: • 3 GSM operatora, • 3 UMTS operators, • 3 LTE operatora, • 3 GSM operators, • 4 pružaoca mobilnih telefonskih usluga, • 3 LTE operators • 3 davaoca usluga fiksne telefonije, • 4 providers of mobile telephone services, • 13 operatora za pružanje fiksnih javnih telefonskih usluga, • 3 providers of fixed telephony services, • 62 davaoca internet usluga, • 13 operators for providing fixed public telephone services, • 74 licenciranih mrežnih operatora, • 62 providers of internet services, • 34 korisnika dozvola za distribuciju audiovizuelnih i • 74 licenced network operators, medijskih usluga i medijskih usluga radija. • 34 users of permission for distribution of audio-visual and media services and media services of radio. 34 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 35

U BiH djeluju tri licencirana operatora fiksne telefonije, BH Within BIH three licenced fixed telephony operators are acting, FIKSNA TELEFONIJA - TRŽIŠNI UDIO Telecom d.d. Sarajevo, M:tel a.d. Banja Luka i Hrvatske BH Telecom d.d. Sarajevo, M:tel a.d. Banja Luka and Croatian FIXED TELEPHONY - MARKET PART telekomunikacije d.d. Mostar, koji posjeduju Dozvolu za javnog telecommunications d.d. Mostar, having the permission for operatora fiksne telefonije od 2002., te 13 alternativnih public operator of fixed telephony since 2002, and 13 operatora kojima je dodjeljena dozvola za pružanje fiksnih alternative operators to which the permission for fixed public Na grafiku ispod prikazan je tržišni udio svih operatora fiksne telefonije u BiH po kvartalima na osnovu javnih telefonskih usluga. Od operatora koji djeluju na tržištu telephone services has been assigned. Of the operators acting podataka Regulatorne agencije za komunikacije BiH. fiksne telefonije, 10 operatora su proglašeni operatorima sa within fixed telephony market, 10 operators were announced For the graphic below market part of all fixed telephony operators in BIH is shown on the basis of data of Regulator Agency for communications of BIH. značajnim tržišnim učešćem na tržištu fiksne telefonije u as operators with significant market participation in fixed područjima koja pokrivaju svojim mrežama, uključujući tri telephon market within the areas which cover by its licencirana operatora fiksne telefonije i sedam alternativnih networks,including three licenced operators of fixed telephony 18,93 19,16 19,54 19,75 19,88 20,24 20,23 20,28 20,70 operatora. Prema svim indikatorima BH Telecom d.d. Sarajevo, and seven alternative operators. According to each indicators % M:tel a.d. Banja Luka i Hrvatske telekomunikacije d.d. Mostar do BH Telecom d.d. Sarajevo, M:tel a.d. Banja Luka and Croatian 13,28 13,18 13,30 13,36 13,42 13,59 13,78 13,81 13,76 Alternativni operateri sada imaju značajno tržišno učešće na tržištu fiksne telefonije u telecommunications d.d. Mostar up to now are having Alternative operators područjima koja pokrivaju svojim mrežama. important market participation at the market of fixed telephon 31,76 31,37 31,16 31,11 31,14 30,97 30,85 30,91 30,76 HT Regulatorna agencija za komunikacije BiH kao indikatore koji within the areas the ones cover by their networks. ukazuju na tržišnu snagu ovih telekom operatora analizira: Regulatory Agency for communications BIH as the indicators Telekom Srpske tržišni udjele na segmentima na kojima oni djeluju, ostvarene which are showing market power of these operators is 36,03 36,29 36,00 35,78 35,56 35,20 35,15 35,00 34,78 prihode, broj konkurentskih kompanija, i drugo. analysing: market parts at segments where zje ones have been acting, realized revenues, number of competition companies, BH Telecom and the other. Q4/18 Q1/19 Q2/19 Q3/19 Q4/19 Q1/20 Q2/20 Q3/20 Q4/20

U narednoj tabeli prikazani su osnovni parametri poslovanja svih operatera fiksne telefonije za treći kvartal 2020. godine i četvrti kvartal 2020. godine prema podacima Regulatorne agencije za komunikacije BiH (8). Broj aktivnih fiksnih telefonskih linija dominantnih operatora u Number of active fixed telephone lines of dominant operators Within following table basic parameters of business of fixed telephony operators are shown for the third quarter of 2020 and the fourth quarter of 2020 according to data of Regulatory Agency for communication of BIH (8). periodu između trećeg kvartala 2020. godine i četvrtog within the third quarter of 2020 and the fourth quarter of 2020 kvartala 2020. godine ima trend pada za 1,14%. Zaključno sa is having the trend of decrease for 1,14%. Concluding with the SVI OPERATERI - FIKSNA TELEFONIJA % promjene APS promjene četvrtim kvartalom 2020. godine BH Telecom je zadržao fourth quarter of 2020 BH Telecom kept the leading position ALL OPERATORS - FIXED TELEPHONY Q3 / 2020. Q4 / 2020. % changes APS changes vodeću poziciju na tržištu pružanja usluga fiksne telefonije sa within the market of services providing of fixed telephony with tržišnim udjelom od 34,78%, te zabilježio pad tržišnog učešća the market participating with 34,78% and registered decrease Broj aktivnih fiksnih telefonskih linija dominantnih operatera za 0,22% u odnosu na treći kvartal 2020. godine. of market participation for 0,22% with regard to the third 566.421 559.986 -1,14% -6.435 Number of active fixes telephone lines of dominant operators Alternativni operatori bilježe blagi rast tržišnog učešća u quarter of 2020. četvrtom kvartalu 2020. godine u odnosu na treći kvartal 2020. Alternative operators register light increase of market Broj novih operatora fiksne telefonije 13 13 0,00% 0 godine. Broj pretplatnika alternativnih operatera u četvrtom participation in the fourth quarter of 2020 with regard to the Number of new operators of fixed telephony kvartalu 2020. godine u odnosu na treći kvartal 2020. godine third quarter of 2020. Number of the customers of alternative Broj vlastitih pretplatnika novih operatora veći je za 2.017 ili za 1,40%. operators in the fourth quarter of 2020 with regard to the third 144.132 146.149 1,40% 2.017 Number of own customers of new operators U cilju poticanja razvoja konkurencije na tržištu elektronskih quarter of 2020 is bigger for 2.017 or for 1,40%. komunikacija, od 1.11.2011. godine omogućena je prenosivost Broj pretplatnika novih operatora sa indirektnim pristupom telefonskih brojeva u fiksnim mrežama. Nakon omogućavanja (CS - izbor operatera) 986 507 -48,58% -479 Number of customers of new operators with indirect access prenosa brojeva iz jedne mreže u drugu, ukupan broj (CS - operator choice) prenesenih fiksnih brojeva svih operatera zaključno sa četvrtim kvartalom 2020. godine iznosi 93.499. U četvrtom kvartalu Broj prenesenih brojeva 91.851 93.499 1,79% 1.648 2020. godine broj prenesenih telefonskih brojeva je 1.648, dok Number of transferred numbers je u trećem kvartalu 2020. godine taj broj iznosio 1.246. Odlazni saobraćaj operatora u minutama (min) 371.264.377 386.778.510 4,18% 15.514.133 Outgoing traffic of operators in minutes (min) Domaći odlazni saobraćaj (min) 365.656.116 382.134.399 4,51% 16.478.283 Domestic outgoing traffic (min) Međunarodni odlazni saobraćaj (min) 5.608.261 4.644.111 -17,19% -964.150 International outgoing traffic (min) 36 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 37

U BiH djeluju tri operatora koji su nosioci dozvole za pružanje Within BIH three operators are acting being the bearers MOBILNA TELEFONIJA - TRŽIŠNI UDIO GSM usluga, a to su: BH Telecom d.d. Sarajevo, m:tel a.d. Banja regarding GSM services providing, and these are: BH Telecom MOBILE TELEPHONY - MARKET PART Luka i Hrvatske telekomunikacije d.d. Mostar, te pet davaoca d.d. Sarajevo, m:tel a.d. Banja Luka and Hrvatske usluga u mobilnim komunikacijama: Blic.Net d.o.o. Banja Luka, telekomunikacije d.d. Mostar, and five service providers in Telrad net d.o.o. Bijeljina, Logosoft d.o.o. Sarajevo, Elta-kabel mobile communications: Blic.Net d.o.o. Banja Luka, Telrad net. Na grafiku ispod prikazan je tržišni udio svih operatora mobilne telefonije u BiH po kvartalima na d.o.o. Doboj i Dasto Semtel d.o.o. Bijeljina. d.o.o. Bijeljina, Logosoft d.o.o. Sarajevo, Elta-kabel d.o.o. Doboj osnovu podataka Regulatorne agencije za komunikacije BiH. and Dasto Semtel d.o.o. Bijeljina. For the graphic below market part of all fixed telephony operators in BIH is shown on the basis Tokom 2020. godine na tržištu mobilne telefonije su prestali sa of data of Regulator Agency for communications of BIH. radom operatori Elta-kabel d.o.o. Doboj i Telrad net d.o.o. During 2020 within mobile telephony market their activities Bijeljina, akvizirani od strane m:tel-a. Za razliku od tržišta fiksne ceased Elta-kabel d.o.o. Doboj and Telrad net d.o.o. Bijeljina, telefonije, na tržištu mobilne telefonije postoji veći stepen acquired by m:tel. To the difference of fixed telephony market, 14,68 14,11 20,20 19,88 20,24 20,00 19,36 20,17 20,38 % konkurencije, obzirom da tri postojeća operatora nude svoje within mobile telephon market higher level of competiton is Blicnet, Logosoft, usluge na cijeloj teritoriji BiH. existing, while three existing operators are offering their Telrad, Elta Kabel 38,19 38,43 35,54 35,41 36,09 36,20 36,80 35,99 36,08 services within the whole BIH territory. HT

Telekom Srpske 46,98 47,29 44,11 44,58 43,56 43,73 43,79 43,79 43,51 U narednoj tabeli prikazani su osnovni parametri poslovanja svih operatora mobilne tehnologije za četvrti kvartal 2020. godine i treći kvartal 2020. godine prema podacima Regulatorne agencije za komunikacije BiH. BH Telecom In the next table are shown the basic parameters of business of all operators of mobile telephony for fourth quarter 2020. and the third quarter Q4/18 Q1/19 Q2/19 Q3/19 Q4/19 Q1/20 Q2/20 Q3/20 Q4/20 of 2020 according to data of Regulatory Agency for communication of BIH.

SVI OPERATERI - MOBILNA TELEFONIJA % promjene APS promjene ALL OPERATORS - MOBILE TELEPHONY Q3 / 2020. Q4 / 2020. % changes APS changes Broj korisnika mobilne telefonije na 100 stanovnika zaključno Number of mobile telephony customers onto 100 citizens Broj korisnika telefonskih usluga u mobilnoj telefoniji sa četvrtim kvartalom 2020. godine je iznosio 99,39%. Ukupan concluding with the fourth quarter of 2020 was amounted 3.472.994 3.509.674 1,06% 36.680 Number of customers of tel. services within mobile telephony broj korisnika usluga u mobilnoj telefoniji između trećeg 99,39%. Total number of services users in mobilemtelephony Broj priključaka na 100 stanovnika kvartala 2020. godine i četvrtog kvartala 2020. godine ima between the third quarter of 2020 and the fourth quarter of 98,35% 99,39% 1,06% 0 Number of connections on 100 citizens trend rasta za 1,06%, dok je u istom periodu tržišni udio BH 2020 is having the trend of increase for 1,06% whilw in the same Telecoma imao trend pada za 0,28%. period market part of BH Telecom had the trend of decrease for Broj prenesenih brojeva 87.855 90.744 3,29% 2.889 S ciljem poticanja razvoja konkurencije na tržištu elektronskih 0,28%. Number of transferred numbers komunikacija, od 1.1.2013. godine omogućena je prenosivost Aiming encouragr of competition development within Odlazni saobraćaj operatora mobilne telefonije broja u mobilnim mrežama. Nakon omogućavanja prenosa electronical communication market, from 01.01.2013 on it is 629.436.262 660.948.314 5,01% 31.512.052 Outgoing traffic of mobile telephony operator brojeva iz jedne mreže u drugu, ukupan broj prenesenih enabled the number transferability within mobile networks. mobilnih brojeva svih operatera zaključno sa četvrtim Upon number transferability enabling concluding with the Broj poslatih SMS poruka 94.891.886 91.495.834 -3,58% -3.396.052 kvartalom 2020. godine je 90.744. U četvrtom kvartalu 2020. fourth quarter of 2020 is 90.744. Within the fourth quarter of Number of sent SMS messages godine ukupan broj prenesenih mobilnih brojeva između 2020 total number of transfered mobile number between Broj poslatih MMS poruka operatora mobilne telefonije iznosio je 2.889, dok je u trećem mobile telephony operators has amounted 2.889 while in the 360.991 307.781 -14,74% -53.210 Number of sent MMS messages kvartalu 2020. godine taj broj iznosio 3.905. third quarter of 2020 that number had amounted 3.905. 38 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 39

Broj priključaka na 100 stanovnika zaključno sa četvrtim Number of connections onto 100 citizens concluding with the kvartalom 2020. godine je 93,49%. U proteklim godinama došlo fourth quarter is 93,49%. Within previous years it came to je do značajnog unapređenja ponude usluga prenosa significant progress of data transfer services offering primarily Innovations in the offer of services podataka, prije svega kod pružanja ADSL usluga, što se ogleda in ADSL services providing, which is reflected through the kroz povećanje pristupnih brzina, uvođenje novih paketa increase of accesss speeds, introducing of new packages and access to the customers namijenjenih različitim kategorijama korisnika, te sniženje intended to different categories of customers, and reduction of cijena za postojeće pakete. Također, operatori su proširili prices for existing packages. Also, the operators extended the ponudu paketiranih usluga. offer of package services. U BiH je zabilježen značajan porast korištenja Interneta putem In BiH is registered significant increase of Internet usage via mobilnih mreža. Imajući u vidu sve veću potrebu korisnika za mobile networks. Having in mind growing customers need for korištenjem Interneta putem mobilnih mreža, operatori Internet usage via mobile networks, operators create tariff kreiraju tarifne pakete koji uključuju sve veće količine packages which are including larger quantities of free of charge besplatnog mobilnog Interneta. Osim toga, operatori nude mobile Internet. Besides that, the operators offer mobile mobilni Internet putem USB modema i SIM kartice na kojoj je Internet via USB modem and SIM cards where voice traffis is onemogućen govorni saobraćaj i koja je namijenjena isključivo enabled and which is intended explicitel for data transfer. za prenos podataka.

U narednoj tabeli prikazani su osnovni parametri poslovanja svih operatora internet usluga za treći kvartal 2020. godine i četvrti kvartal 2020. godine prema podacima Regulatorne agencije za komunikacije BiH. In the next table are shown the basic parameters of business of all operators of internet services for the third quarter of 2020 and for the fourth quarter of 2020 according to data of Regulatory Agency for communication of BIH.

SVI OPERATERI - ŠIROKOPOJASNI PRISTUP INTERNETU % promjene APS promjene ALL OPERATORS - BROADBAND INTERNET ACCESS Q3 / 2020. Q4 / 2020. % changes APS changes

Ukupan broj priključaka širokopojasnog pristupa internetu putem fiksne mreže 751.250 770.424 2,55% 19.174 Total number of customers of broadband internet access via fixed network Broj xDSL priključaka 411.913 411.850 -0,02% -63 Number of xDSL connections Broj priključaka putem kablovske mreže 246.473 258.020 4,68% 11.547 Number of connections via cable network Broj priključaka fiksni bežični pristup Number of connections fixed wireless access 50.382 53.567 6,32% 3.185 Broj priključaka putem iznajmljene linije 1.696 1.689 -0,41% -7 Number of connections via leased lines Broj priključaka FTTx 40.487 45.046 11,26% 4.559 Number of connections FTTx Broj priključaka putem ostalih tehnologija 299 252 -15,72% -47 Number of connections via the other technologies Broj priključaka na 100 stanovnika 92,35% 93,49% 1,23% Number of connections on 100 citizens 0 40 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 41

Proglašenje pandemije uzrokovane pojavom virusa Covid-19 značajno je uticalo na tržišni segment prepaid mobilnih korisnika. Zbog uvedenih restrikcija i ograničenog kretanja korisnika iz inostranstva, naročito iz zemalja u okruženju, evidentan je izostanak priliva novih Ultra korisnika (turista i dijaspore), što je uticalo na smanjenje broja Ultra korisnika, ali se odrazilo i na vrlo značajan pad prihoda od prepaid korisničkog segmenta. U tako specifičnoj situaciji, BH Telecom je u toku 2020. godine stalnim akcijskim ponudama nastojao korisnicima olakšati neophodnu komunikaciju i obezbjediti stalan on line pristup, što je bilo glavni prioritet u ovom teškom periodu sa akcentom na zaštiti zdravlja i života građana.

Announcement of the pandemic caused by Covid-19 virus appearing has significantly influenced onto market segment of prepaid mobile subscribers. Because of introduced restrictions and limited movement of the subscribers from the abroad, Trend korištenja mobilnih uređaja se kako u svijetu tako i u BiH especially from the surrounding countries, the absence of new povećava sa sve većim korištenjem data saobraćaja. Ultra subscribers influx (tourists and diaspora) is evident, which Uvođenjem 4G+ mreže i bogatom paletom ponude Extra have influenced onto Ultra cards subscribers reduction,but has BH Telecom je vodeći telekom operator u Bosni i Hercegovini, koji pruža visokokvalitetne, najsavremenije usluge iz oblasti paketa sa sadržajem i cijenom prilagođenom svakom kupcu BH reflected onto very important revenue reduction from prepaid telekomunikacija. Odgovornim upravljanjem, stavljanjem korisnika na prvo mjesto, implementiranjem novih tehnologija kao i Telecom je u 2020. godini zadržao, i pored globalnog problema users segment. In so specific situation, BH Telecom has within donošenjem dobrih poslovnih odluka, uspjeli smo da se u vrijeme velike konkurencije na telekomunikacijskom tržištu ostvarimo sa pandemijom prouzrokovanog pojavom virusa Covid-19, 2020 tried to facilitate necessarry communication by kao najbolji pružalac telekomunikacijskih usluga. pozitivan rast korisničke baze postpaid korisnika kao i rast permanent action offers and provide permanent on line access, prihoda u ovom segmentu ponude. U 2020. godini, kako bi još which was main priority in this difficult period with the I u 2020. godini, pored svih izazova koje je donijela panedemija Covid-a 19, nismo mijenjali kurs. Kroz digitalnu transformaciju više povećao rast prihoda, implementirana su dva redizajna empasize onto health protection and citizens lives. nastavili smo mijenjati, restrukturirati, investirati i razvijati svoje poslovanje ulaskom u nove poslovne niše, kreiranjem novih postpaid Extra paketa kojima su smanjene stope popusta na poslovnih modela i širenjem portfolija svojih usluga, a sve u cilju zadovoljenja potreba naših korisnika i istovremeno povećanja pretplate, a ujedno obogaćeni paketi većom količinom njihovog zadovoljstva. Trenutno imamo 2 miliona korisnika i posve smo sigurni da ćemo novim pristupom povećati našu korisničku mobilnog interneta kako bi zadržali zadovoljstvo svojih kupaca, bazu. ICT tržište je dinamično, važno je prepoznati prilike i potencijale na tržištu te se prilagoditi ponudom koja ispunjava različite u čemu se i uspjelo. korisničke potrebe. Mi smo ih prepoznali i u 2020. ponudili širok spektar novih, ali i prilagođenih postojećih usluga. Iako je u 2020. godini zbog proglašenih ograničenja i zabrane Trend of mobile devices usage is worldwide as well as within putovanja, značajno smanjeno korištenje roaming usluga, BH BiH increasing by getting bigger data transfer usage. Telecom je unaprijedio ponudu Travel paketa proširenjem BH Telecom is leading telecom operator in Bosnia and Herzegovina, which is providing high quality, the most contemporary services Introducing 4G network and rich palette of the offer of Extra zemalja u Evropi i omogućavanjem korištenja paketa na sve within telecommunication area. By its responsible managing, putting the customeronto the first place, by implementing of new package with the content and price being customized to each operatere u zemlji u kojoj se korisnik nalazi, te uvođenje technologies as well as b making good business decisions, we suceeded to realize us as the best telecommunication service provider buyer BH Telecom has in 2020 kept, besides global problem dodatnih Travel Balkan NET paketa za zemlje Zapadnog at the times of great competition on telecommunication market. with the pandemic caused by Covid-19 virus, positive increase Balkana. of users basis of postpaid customers as well as the increase of Even in 2020, besides all the challenges being brought by Covid-19 pandemic, we did not change our course. Through digital revenue in this segment of the bid. In 2020, to increase revenue Although in 2020 because of announced restrictions and transformation we have continued to alter, reconstruct, invest and develop our business by entry into new business niche, by increase, two redesigned postpaid Extra packages have been trevelling prohibition, significantly reducuction of roaming creating of new business models and spreading of our services portfolio, and all of that aiming our customers needs satisfaction and implemented by which the rates of discounts onto services usage, BH Telecom has advanced its offer of Travel at the same time the increase of their satisfaction. We currently have 2 millions of customers and we are quite sure that we will subscriptions were reduced, and at the same time the packages packages by extension of the countries in Europe by using increase our customers base by new access. ICT market is dynamic, it is important to recognize the opportunities and potentials were enriched by greater quantity of mobile internet to packages enabling onto all operators within the country the within the market and adjust itself by the bid which fulfills different customers needs. We have recognized the ones and in 2020 have maintain our customers satisfaction that way, what we have subscriber is, and introducing of additional Traven Balkan NET offered wide spectrum of new, but adjusted existing services. suceeded. package for the countries of west Balkan. 42 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 43

Aktivnosti na razvoju ponude u poslovnom segmentu su u Cloud Networking usluga uvođenjem usluge Private Connet sa The activities regarding the offer development in business development the pomotions of Cloud Networking service were 2020. godini bile usmjerene primarno na kreiranje uslova i asimetričnim pristupnim brzinama (usluga omogućava segment are in 2020 were primarily directed onto conditions realized by introducing of Private Connet service with usluga za očuvanje poslovanja naših korisnika u otežanim povezivanje lokacije korisnika sa DC BH Telecoma dediciranim creating and the services regarding our customers business asymmetrical access speeds (the service enables connection of uslovima rada zbog pandemije. U prvoj polovini godine linkovima asimetričnog kapaciteta kroz IP mrežu BH Telecoma), maintenance in aggravated working conditions because of customer location with DC of BH Telecom by dedicated links kreirane su integrisane ponude usluga za poslovne korisnike sa uvedena je nova usluga Cloud Storage, unapređena je cloud pandemic. In the first half of the year integrated service offers having asmmetrical capacity through IP network of BH besplatnim periodom korištenja, namjenjene uspostavljanju Web Hosting usluga, te uvedene nove Email Hosting i Domain were createdfor business customers with free of charge usage Telecom), new service Cloud Storage was introduced, Cloud rada na daljinu. Ove ponude su omogućavale mrežno Hosting usluge. Definisanjem odgovorajućih uslova ponude period, intended for remote work establishment. These offers Web Hosting service has been improved, and new Email povezivanje lokacija korisnika, kućnih ureda, korištenje alata za omogućeno je korištenje svih usluga iz Cloud portfolija kroz enabled network connection of customers locations, home Hosting and Domain Hosting services were introduced as well. online kolaboraciju iz portfolija partnera BH Telecoma, te integrisanu ponudu Biz izbor uz odgovarajuće pogodnosti, te offices, usage of tools for online colaboration from BH Telecom By defining of relevant offer conditions the usage of all services korištenje Cloud usluga i infrastrutkurnih resursa u Data Centru korištenje Cloud usluga u sklopu IKT rješenja. U 2020. godini je partners portfolio, and usage of Cloud services and from Cloud portfolio has been enabled through integrated BH Telecoma kao alternatvinih centralnih lokacija korisnika, uspostavljen bazni portfolij Cloud usluga BH Telecoma infrastructural resourses in BH Telecom Data Center as well as offer. Biz choice together with corresponding conveniences, mrežnih sigurnosnih hubova, repozitorija podataka. oslonjen na infrastrukturne resurse u Data Centru BH Telecoma, alternative central customers locations, network security hubs, and usage of Cloud services within IKT solution. In 2020 basic U skladu sa planom aktivnosti za 2020. godinu su unatoč te su time stvoreni preduslovi sa dalji razvoj ponude data reposition. portfolio of Cloud services of BH Telecom has been established otežanim uslovima rada zbog pandemije komercijalizovana uvođenjem PaaS i SaaS usluga i servisa koji se realizuju In accordance with plan of activities for 2020 despite relied on infrastructure resources in Data Center of BH Telecom, ključna unapređenja usluga u SMB i Cloud segmentu. samostalno ili u saradnji sa partnerima. aggravated conditions because of pandemic key promotions of so therefore prerequisites for further offer development were Komercijalizovana su unapređenja usluge asimetričnog services in SMB and Cloud segment have been made by introducing of PaaS and SaaS services and the service pristupa internetu putem fiksne mreže (netFlat Office), usluge commercialized. Promotions of the service of asymmetrical which are realized independantly or in cooperation with VPN povezivanja putem mobilne mreže (Korporativni pristup), access to Internet ia fixed network (netFlat Office) were partners. IoT usluge prenosa podataka putem mobilne mreže (Data commercialized, services of VPN connections through mobile paketi), te usluge koje omogućavaju wireless pristup javnoj BH Telecom je početkom 2020. prvi na tržištu BiH uveo novi network (Corporative access), IoT data transfer services via internet mreži sa lokacija poslovnih korisnika (MyWiFi ex WLAN model usluge kojim je omogućen pristup širokopojasnim mobile network (Data packages), and services which enable Host). uslugama putem mobilne 4G+ mreže. Paletom paketa za wireless access to public internet network from the locations of Nastavljena su planirana unapređenja zvijezde ponude usluga pristup internetu, telefoniji i IPTV uslugama, omogućili smo business customers (MyWifi ex WLAN Host). Planned At the beginning of 2020 BH Telecom has introduced within the za poslovne korisnike BH Telecoma - Biz izbor integrisane korisnicima koji nemaju obezbjeđenu kvalitetnu fiksnu promotion of star services offer has been continued for BH market new model of service for the first time by which the ponude, kroz obogaćivanje portfolija ponude dodatnih infrastrukturu, jednostavan i brz pristup internetu, kao i Telecom business customers - Biz choice of integrated offer access to broadband services was enabled through mobile 4G+ grupnih funkcionalnosti (dodatni paketi za komunikaciju praćenje velikog broja TV i radio kanala, kroz Net Flat-Go i with group functionalities throuh offer portfolio enrichment network. By palette of package for internet access, telephony govornih priključaka). Trend porasta broja postpaid mobilnih MojaTV-Go pakete. (additional packages for voice connection communication). and IPTV services, we have enabled to the customers which do priključaka poslovnih korisnika (Extra paketi), kao samostalnih i Trend of increase of postpaid mobile connection of business not have provided qualitative fixed infrastructure, simple and posebno kroz Biz izbor je nastavljen u 2020. godini. Korisnici su customers (Extra packages), as independant and especiall fast internet access, as well as following up great number of TV prepoznali pogodnosti Extra paketa i pogotovo Extra paketa u through Biz choice has been continued in 2020. Customers and radio channels, through Net Flat-Go and MojaTV-Go packages. kombinaciji sa drugim uslugama u Biz izboru. Proglašenjem pandemije coronavirusa, početkom 2020., have recognized conveniences of Extra packages and S obzirom na okončanje tehnološkog životnog ciklusa ISDN omogućili smo svim našim mobilnim korisnicima (postpaid i especially Extra packages in the combination with the other services of Biz choice. While technological life cycle end of ISDN baziranih usluga, kreiran je opsežan plan migracije postojećih prepaid) potpuno besplatno korištenje Moja Web TV usluge, s based services, extensive migration plan of existing customers korisnika na substitutivne usluge i kombinacije usluga iz ciljem pravovremenog informisanja korisnika o svim has been created onto substitutive services and combinations Upon corona virus pandemic announcement, at the beginning ponude za poslovne korisnike do nivoa konkretnog događajima vezanim za proglašeno vanredno stanje u BiH. of services for business customers up to the level of concrete of 2020 we have enabled to all our mobile customers (postpaid korisničkog scenarija korištenja ISDN bazirane usluge. Za svaki Usluga je prepoznata od korisnika i bilježi trend rasta korištenja customer scenario of ISDN service usage. For each concrete and prepaid) totall free of charge usage of Moja Web TV service, konkretan korisnički slučaj upotrebe ISDN usluge kreirana je iste od strane mobilnih korisnika. adekvatna zamjenska ponuda. customer case of ISDN service usage adequate replacement aiming to inform timely the customer about all happenings Prema konkretnim zahtjevima korisnika realizovana su offer has been created. According to customers requests with regard to announced state of emergency in BiH. The unapređenja usluga posebne namjene (nova tarifa po pozivu u special intention services promotions were realized (new tariff service was recognized by the customer and records the okviru Premium Rate usluge). by call within Premium Rate service). Promotional sales actions increase trend of usage of the one by mobile customers. Provođene su promotivno-prodajne akcije za Toptim korisnike were performed for Toptim customers aiming the creation of U skladu sa zahtjevima tržišta, prethodni period obilježio je sa ciljem kreiranja što povoljnijih uslova za produženje ugovora more favourable conditions regarding the contract nastavak kontinuiranog širenja asortimana robe za dalju i nastavak korištenja usluge. Izmjenama ponude Toptim usluge prolongation and the extension of services usage. By Toptim prodaju putem asemblirane usluge BH Telecoma, kako u koje su podrazumjevale reorganizaciju modela dodjele service offer alteration which have considered reorganization pogledu nabavke robe za dalju prodaju tako i robe koja se popusta (roaming, međunarodni saobraćaj), nastojali su se of the discount assign model (roaming, international traffic) it In accordance with the market request, previous period has plasira po osnovu komisione saradnje. stvoriti preduslovi za očuvanje prihoda od ove usluge. was tried to realize prerequisitions for the revenue of this marked out the addition of continuous goods asortment U portfoliju ponude Cloud usluga su osim razvoja navedenih service maintenance. spreading for further sales through assembled service of BH integrisanih ponuda u kojima su Cloud usluge korištene kako bi Within portfolio of the offer of Cloud services besides the Telecom, with regard to goods for further sales procurement as se olakšalo korisnicima organizovanje rada na daljinu, u skladu development of mentioned integrated offers in which Cloud well as the goods which is to be placed on the basis of sa planom razvoja produkata realizovana su unapređenja services were used to facilitate to customers organization of commission cooperation. remote working, in accordance with the plan of products 44 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 45

BH Telecom, slijedeći put u ostvarivanju definisanih strateških BH Telecom has adjusted its business within the part of sales as ciljeva transformacije u 2020. godini, prilagodio je svoje well following the way of realization of strategic transformation poslovanje i u dijelu prodaje u B2B segmentu definisao novi aims in 2020 and in B2B segment defined new business model poslovni model za obezbjeđenje cjelovitih rješenja, samostalno regarding providing of complete solutions,independantl or in ili u saradnji sa partnerima/samostalnim stručnjacima, s ciljem cooperation with partners/independant experts, aiming promptnog ispunjenja potreba poslovnih korisnika i prompt business customers needs fulfillment and etabliranja na ICT tržištu. establishment within ICT market. BH Telecom je u potpunosti spremno dočekao i omogućio BH Telecom completely ready met and enabled to its customers svojim korisnicima cjelovita rješenja za njihovo poslovanje u complete solutions for their business in B2B segment, from the B2B segmentu, od početka stanja koje je uzrokovano beginning state being caused by COVID - 19 pandemic, when pandemijom COVID - 19, kada su usluge bazirane na cloudu the services based on cloud were especially wanted. posebno tražene.

Neizostavan dio u eri digitalizacije je i pojam "Pametnog grada" Indispensable part of technological progress are Start UP kao vizije urbanog razvoja u kojem se koristi digitalna i companies and as socially responsible company unique project komunikacijska tehnologija (ICT) i internet stvari (IoT), kako bi was launched having having its goal to help to young people in se što bolje zadovoljile potrebe građana i unaprijedila business starting. BH Telecom has adopted the Politics of učinkovitost gradskih usluga. BH Telecom je u skladu sa establishment of Platform for ICT start-ups- BHTechLab, by strategijom dugoročnog pametnog i održivog budućeg which vision and mission were defined, and the aims of razvoja pored poslovnog modela implementirao i tehnološke Platform as follows: pretpostavke odnosno IoT platformu kao podršku za cjelokupan portfolio usluga za Pametni grad, te i u potpunosti Vision: Become the most popular Platform within BIH regarding spremio rješenje za uslugu Pametnog parkinga. development support of ICT startup idea which within their heart are having smart, IoT or Cloud technological or business Neizostavan dio tehnološkog napretka su i Start UP kompanije i solutions. kao društveno odgovorna kompanija pokrenuli smo jedinstven projekt koji ima za cilj pomoć mladima u pokretanju biznisa. BH Mission: BH Telecom Startup Platform is the place where the Telecom je usvojio Politiku uspostavljanja Platforme za ICT owners of ideas and startup business with the focus on smart, startup-e - BHTechLab, kojom su definisani vizija i misija, te IoT and Cloudm businesses are getting clear instructions how ciljevi Platforme kako slijedi: to direct their projects towards business model which is having the perspective to become marketly sustainable. As such, BH Vizija: Postati najpopularnija Platforma u BiH za podršku Telecom Startup Platform is carrying out a few activities: razvoju ICT startup ideja koje u svom srcu imaju smart, IoT ili educational programmes,networking with key stock holders, Cloud tehnološka ili biznis rješenja. organize periodical technological conferences, periodically ICT tržište je dinamično i BH Telecom je već prije ICT market is dynamic and BH Telecom has a announce public invitation for projects supply, where the most Misija: Startup Platforma BH Telecoma je mjesto na kojem perspective projects are assigned by asignificant monetary, nekoliko godina prepoznao potrebu tržišta za few years ago recognized the market needs for vlasnici ideja i startup biznisa sa fokusom na smart, IoT i Cloud mentors, technical, infrastructural support for further project Cloud baziranim servisima i kroz partnerski Cloud based on services and through partners biznise dobijaju jasne upute kako da svoje projekte usmjere u development having final aim to prepare project for one of the program realizovao saradnju sa partnerima, a programme had realized cooperation with the pravcu poslovnih modela koji imaju perspektivu da postanu forms of strategic cooperation with BH Telecom. tržišno održivi. Kao takva, startup Platforma BH Telecoma prateći globalne trendove potražnje i ponude, partners, and following global trends of provodi niz aktivnosti: edukativne programe, networking sa sa ciljem diverzifikacije ponude. U svom d e m a n d a n d s u p p l y a i m i n g o f f e r ključnim stakeholderima, organizacije periodičnih tehnoloških portfoliju usluga realizovano je 9 usluga za diversification. Within its portfolio of services 9 konferencija, periodično objavljuje javni poziv za dostavljanje poslovne korisnike (online zaštita, Microsoft services has been realized for business projekata, gdje se najperspektivnijim projektima daje značajna novčana, mentorska, tehnička, infrastruktura podrška za dalji usluge, DMS usluge, Cloud call centar I sl.) i 5 customers (online protection, Microsoft razvoj projekta sa konačnim ciljem da se projekat pripremi za usluga za privatne korisnike (online zaštita i sl.). services, DMS service, Cloud call center and the jedan od oblika strateške saradnje sa BH Telecomom. like) and 5 services for private customers (online protection and the like). 46 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 47

New services in 2020

The aims of Platform: We became the place where the information regarding potential projects will continuously be Ciljevi Platforme: Postati mjesto na kojem će se kontinuirano generated, either the ones are at the idea level or already generisati informacije o potencijalnim projektima, bilo da su moved startup, and whose products and/or business models oni na nivou ideje ili već pokrenutog startupa, a čiji su proizvodi are compatible to one of mentioned aims of BH Telecom when i/ili usluge i/ili poslovni modeli kompatibilni jednom od the relation towards startups concerns. Therefore, in the navedenih ciljeva BH Telecoma kada je u pitanju odnos prema Platform focus should be technological startup with the focus startupima. Dakle, u fokusu Platforme trebaju biti tehnološki onto: startup i to sa fokusom na: • Smart surrounding, • Smart okruženje, • IoT, • IoT, • Cloud, • Cloud, which can be innovative within parts of hardware or software or koji mogu biti inovativni u dijelu hardvera ili softvera ili pak even within business mode, but with whose solutions BH poslovnog moda, ali sa čijim rješenjima BH Telecom postiže: Telecom is achieving:

1. Bolje tržišno pozicioniranje vlastitih usluga i servisa, 1. Better market positioning of its own services and uključujući i brži time to market i veću iskorištenost servicing, including faster time to market by that and naprednih tehnologija (primarno); larger utilization of advanced technologies (primarily); 2. Jačanje korporativnog imidža (sekundarno); 2. Strengthening of corporative image (secondary); 3. Direktnu finansijsku korist (potencijalno). 3. Direct financial benefit (potentially).

Da bi se ostvarili ovi ciljevi, kroz Platformu za ICT startupe, BH To realize these aimes through Platform for ICT startups, BH Telecom nastoji "odgojiti" projekte za buduće partnerstvo, Telecom tries to ''bring up'' projects for future partnership, stratešku saradnju ili preuzimanje od strane BH Telecoma. strategic cooperation or taking over by BH Telecom. Startup Uloga startup Platforme je da vrši kontinuirano istraživanje role is to perform continuous investigation of the market of ICT tržišta ICT start up scene putem objavljivanja javnog poziva za startup scene via announcement of public invitation regarding nagrađivanje startupa iz ICT industrije i tako prepoznaje rewarding of Startup of ICT industry and that way is recognizing projekte i aktivnosti koji imaju potencijal da ispune ciljeve BH projects and activities which are having potential to fulfill BH Telecoma. Telecom aims. Na taj način BH Telecom sve više postaje sinonim za mjesto na That way BH Telecom is becoming synonym for the place where kojem vlasnici ideja i startup biznisa sa fokusom na smart, IoT i owners of ideas and startup business with the focus on smart, Cloud biznise mogu dobiti jasne upute kako da svoje projekte IoT and Cloud businesses could get clear instructions for its usmjere u pravcu poslovnih modela koji imaju perspektivu da projects being directed towards business models which are postanu tržišno održivi. U 2020. godini je proveden javni poziv having perspective to become marketly sustainable. In 2020 i dodjeljene su nagrade za prva tri mjesta u iznosu od 100.000 public invitation was conducted and the prizes were awarded KM u novcu i cca 30.000 KM u uslugama BH Telecoma za 6 for the first three places in the amount of 100.000 KM in money nagrađenih projekata. and cca 30.000 KM in BH Telecom services for 6 awarded Aktivnosti BHTechLab platforme će se kontinuirano provoditi s projects. BH TechLab Platform activities will continuously be ciljem pružanja podrške razvoju inovativnih, tehnološki conducted aiming providing support of development of naprednih projekata odnosno razvoju inovativnih digitalnih innovative, technologicaly advancd projects i.e. development rješenja koja će pružiti benefite korisnicima i/ili poboljšati život of innovative digital solutions which would provide benefits to građanima u svakodnevnim aktivnostima. customers and/or improve the lives of citizens in daily activities. 48 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 49

Predstavlja web aplikaciju kojom se zamjenjuje tradicionalni Represents web application by which it is to be replaced kontaktni centar na način da se pretplatniku omogućava prijem traditional contact center in a way that customer is enabled to više istovremenih dolaznih poziva na samo jedan pozivni broj receive more simultaneous incoming calls onto only one calling uz automatsko preusmjerenje/distribuciju poziva na više number with authomatic divert/distribution of the call onto telefonskih brojeva/agenata. Usluga uključuje korištenje web more telephone numbers/agents. The service is including the aplikacije Cloud Call centar, pri čemu nije potrebna instalacija usage of web application Cloud Call Center, while the na računaru pretplatnika, dok je serverski dio aplikacije Cloud installation onto customer computer is not needed, while Call centra instaliran u data centru BH Telecoma, čuvanje server part of application of Cloud Call Center was installed podataka u data centru BH Telecoma. within BH Telecom center, data maintenance in BH Telecom Pružanjem servisa Cloud Call centra korisnicima smo omogućili data center. da na jednostavan način, bez inicijalnih troškova, sa bilo koje By providing the servicing of Cloud Call Center to the customers udaljene lokacije, u kratkom vremenskom roku uspostave we enabled in a simple way, without initial costs, from any visokokvalitetan kontakt centar. remote location, within short time term high quality contact center establishing.

U širem smislu podrazumijeva ponudu paketa namijenjenih BH Telecom is considering in the wide sense the offer of korisnicima koji žele kontrolisati i nadzirati pristup unutar svojih packages intended for customers which want to control and domova uz učinkovitije upravljanje i štednju energije. supervise the access within their homes with more effective Korisnicima je omogućeno da svaki od kupljenih paketa managing and saving of power. It is enabled to customers to opreme, u ovisnosti od njihovih potreba dopune pojedinačnim supplement each of bought equipment packages, depending uređajima/senzorima. Ponuda za "Moj pametni dom" u of their supplement need by singular devices/sensors. The offer osnovnoj strukturi se sastoji od tarifnih paketa i paketa for ''My smart home'' in its basic structure consists of tariff terminalne opreme, a koji se razlikuju po vrsti uređaja i packages and the package of terminal equipment, and which mogućnosti dokupa uređaja koje korisnik može da differ by type of device and possibility of additional device zakupi/koristi. Poslovni model ponude usluge pametnog doma which customer can lease/use. kao servisa BH Telecoma je osmišljen na takav način da svaki Business model of the service of amart home offer as BH učesnik u realizaciji (BH Telecom, Partner/dobavljač terminalne Telecom offer has been designed in the way that each opreme, te posredno druge kompanije/saradnici na strani participant within realization (BH Telecom, Partner/terminal Partnera), kroz isporuku vlastite dodatne vrijednosti direktno equipment supplier, and indirectly the other companies doprinosi uspješnosti realizacije projekta, a uz to dobiva /associates from Partner side) through the delivery of own konkretne benefite od ostalih učesnika. value added directly contributes to project realization efficacy, Na ovaj način kreira se ekosistem kojim se nastoje and with that is getting concrete benefits from the other transparentno povezati sve ključne karike u tržišnom lancu, participants. Kako svijet postaje tehnološki napredniji tako gradovi postaju While the world is becoming technologically more advanced in stvarajući okvire za održivo tržišno učešće BH Telecoma i glavni korisnici pametnih tehnologija. Strateško opredjeljenje a way the cities are becoming main customers of smart partnera, te okruženje koje rezultira bogatijom ponudom i BH Telecoma je da bude nosilac izgradnje ekosistema technologies. Strategic orientation of BH Telecom is to be visokim stepenom zadovoljstva krajnjeg korisnika. Pametnog grada i ponude servisa iz portfolia pametnih usluga bearer of the building of Smart city eccosystem and the za naše građane. servicing offer from portfolio of smart services for our citizens. Naša IoT platforma za pametne gradove podržava različita Our IoT platform for smart cities supports the solutions of smart rješenja iz portfolia pametnih usluga, među kojima su pametni services portfolio, among which are smart parking, remote parking, daljinsko očitanje brojila, praćenje kvaliteta zraka, counter reading, monitoring of the air quality, smart lighting, pametna rasvjeta, pametno upravljanje otpadom, video smart waste managing, video oversight and numerous others. nadzor i brojni drugi. Going after world and regional trends, we have analyzed the Slijedeći svjetske i regionalne trendove, analizirali smo potrebe needs and planns of public managing for the services from i planove javnih uprava za uslugama iz portfolia Pametnog Smart city portfolio, and with our partner, company QSS, this grada, i sa svojim partnerom, kompanijom QSS, ove godine year we are able to offer Smart parking solution, while Smart smo u mogućnosti ponuditi rješenje Pametnog parkinga, jer city is beginning with Smart parking. Pametni grad počinje sa Pametnim parkingom. 50 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 51

MOBILNA APLIKACIJA MOJ BH TELECOM Kao lider na tržištu mobilne mreže, BH Telecom je internim As the leader within mobile network market, BH Telecom has razvojem svojim korisinicima omogućio upravljanje enabled to its customers managing with users bills by internal korisničkim računima - putem mobilne aplikacije dostupne na development - via mobile application being available on all svim mobilnim platformama. mobile platforms.

Aplikacija Moj BH Telecom korisnicima mobilne mreže Application Moj BH Telecom enables to the users of mobile omogućava: network: " za postpaid korisnike: " For postpaid customers: • praćenje potrošnje unutar i izvan zakupljenog paketa • Consumption monitoring within and out of leased package usluga, detaljan listing aktivnosti, iznos neplaćenih računa, of services,detailed listing of activities,the amount of unpaid prikaz najbrojeva bills, display of favourite numbers, • praćenje stanja otplate kupljenog uređaja • Monitoring of pament state of bought device, • slanje kredita prema Ultra korisnicima i pregled izvršenih • Sending credit towards Ultra customers and review of done nadopuna. charges. " za prepaid korisnike: " For prepaid customers: • praćenje stanje kredita, status priključka, najbrojevi • Monitoring of credit sending, connection state, favourite • detaljan listing aktivnosti numbers, • slanje kredita prema Ultra korisnicima i pregled izvršenih • Detailed listing of activities, nadopuna. • Sending credit towards Ultra customers and review of done charges. Od svoje prve verzije, razvoj aplikacije je baziran na istraživanju korisničkih potreba - kroz direktne povratne informacije putem From its first version, application development is based on platformi za distribuciju aplikacije, ali prije svega kroz rezultate customers needs investigation - through direct feedback via više provedenih istraživanja tržišta. Do kraja 2020. broj korisnika platforms for application distribution, but first of all the aplikacije je prešao 150.000. Kontinuirani rast broja korisnika je number of customers throug the results of more performed rezultat kvaliteta funkcija, pouzdanosti i sigurnosti aplikacije. market investigations. Up to the end o 2020 number of application users passed over 150.000. Continuous increase of Aplikacija Moj BH Telecom je jedan od koraka ka digitalizaciji users number is the result of functions quality, reliability and prodajno-servisnih kanala BH Telecoma. U 2021. godini se safety of the application. nastavlja razvoj novih funkcija plaćanja i podrške korisnicima. Application Moj BH Telecom is one of the steps towards digitalization of sales-service channals of BH Telecom. In 2021 the development of new functions of payment and customers support is to be continued.

Aplikacija je dostupna na: Application available on:

" Google Play https://play.google.com/store/apps/details?id=ba.bhtelecom.mojbhtelecom&utm_source=mojbhtpocetna&utm _campaign=mojbhtpocetna " AppStore https://apps.apple.com/us/app/moj-bh-telecom/id1515776624?utm_source=mojbhtpocetna&utm_medium =mojbhtpocetna 52 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 53

Moj webshop Moja kupovina!

Ovaj kanal prodaje pogodan je za organizovanje različitih This selling channel is suitable for organisation of promotional promotivno- prodajnih akcija kojima se korisnici za kupovinu selling activities by which the customers buying certain određenog proizvoda ili usluge nagrađuju posebnim webshop product or service are awarded with special webshop discounts popustima na cijenu proizvoda ili usluge koju kupuju, zatim onto product or service price, afterwards by assignment of dodjelom raznih vrsta poklona (uređaji, dodatna oprema, different kinds of gifts (devices, additional equipment, bonus bonus saobraćaj, vaučeri za kupovine u tržnim centrima ili traffic, vouchers for buying in shopping centers or shops and trgovinama i dr). BH Telecom će putem Web shopa moći others). BH Telecom can via webshop simply identify and come jednostavno identificirati i doći do potencijalne baze korisnika to potential data base of customers throug different channels kroz različite kanale i oglašavati im se na stranicama koje and announce to the ones on the pages they own. This way of posjećuju. Ovaj način pristupa često doprinosi povećanju access often contributes to the revenue increase. It is simple to prihoda. Jednostavno je prikazati svoje proizvode i dobiti ideju present its products and to get the idea regarding that what the o tome što korisnici žele. customers want. Web shop nudi automatiziranje dijelova poslovnih procesa Web shop offers authomatization of business processes parts povezanih sa prodajom. Za razliku od fizičkih telekom centra, connected with the salling. Unlike of physical telecom center, na web shopu, web stranica i sadržaj (tekst web stranice kao što on web shop, within web page the content as well (text of web je opis proizvoda) umjesto tradicionalnog prodajnog osoblja page like the product description) instead of traditional selling ostvaruju prodaju. Najbolji dio je što te stvari treba napraviti personnel is realising the sale. The best part is that the things samo jednom. Jednom kada se naprave, one generiraju daljnje should be made just once. When the ones are made once, the prodaje dok se Prodaja i prodajno osoblje može fokusirati na ones generate further sellings while the Sale and selling place druge stvari. Troškovi Web shopa su puno manji nego troškovi can be focused onto the other things. Costs of web shop are fizičke trgovine, gdje je potrebno zaposliti prodavače koji će se quite lower than the cost of physycal trade, where it is needed baviti rukovođenjem, prodajom, upravljanjem i održavanjem, to employ salesmen which will deal by operating, selling, dok se kod Web shopova veliki dio procesa odvija managing and maintenance, while within web shops the great automatizmom. Također, troškovi najma prostora i režija su u part of the process is taking place by authomatism. Also, the online trgovini zamijenjeni drugim, ali gotovo zanemarivim leasing costs and overhead costs are within online shop being troškovima u odnosu na održavanje poslovnica. replaced by the others, but nearly negligible costs with regard to office maintenance.

Tokom 2020. godine BH Telecom je intenzivno radio na razvoju Within 2020 BH Telecom had intensively worked on the FIZIČKA LICA U OKVIRU WEB SHOPA MOGU: NATURAL ENTITIES WITHIN WEBSHOP CAN: novog prodajnog kanala Web shop koji je komercijalno pušten development of new sales channel which had commercially • kupiti uređaje i ostalu opremu (jednokratno, uz ugovor na • Buy devices and the other equipment (daily, with the 7.1.2021. godine, a koji predstavlja dodatak fizičkoj trgovini, ali been released on 07.01. 2021 and which has been representing 12 ili 24) kao dio asemblirane ponude i Partnerske ponude uređaja (komision) contract 12 or 24) as the part of assemblied bid and Device ujedno je i najprofitabilniji prodajni kanal. Implementacijom the addition to physical trade, but at the same time is the most • kupiti Ultra i Ultra Internet start pakete Partner bid (commission) ovog kanala prodaje BH Telecom je omogućio rezidencijalnim profitable sales channel. By implementation of this sales • podnijeti zahtjeve za sve osnovne usluge, promijeniti paket, • Buy Ultra and Ultra start packages korisnicima da putem interneta 0-24 x 365 dana, obavljaju channel BH Telecom enabled to residental customers to objediniti usluge u Moj Izbor, • Submit the requests for all basic services, change the kupovinu proizvoda i/ili usluga BH Telecoma, uz besplatnu perform the sales of prodacts and/or BH Telecom services via • preći sa Ultra usluge na pretplatu, ugovoriti mobilnu uslugu package, unite the services into Moj izbor dostavu na području BiH. Internet 0-24x365 days, with free of charge delivery within BiH (USIM +Ugovor) • Change over from Ultra subscription, agree mobile service Web shop omogućava korisniku da pregledava proizvode i/ili area. • ugovoriti novi obavezni period 12/24 (USIM + Contract) usluge sa opisom, slikama i cijenom svakog proizvoda i/ili Webshop enables to the customers to view the products and/or • podnijeti zahtjev za prelaz sa druge mreže • Agree new obligatory period 12/24 usluge. Nakon što se odluči za kupovinu korisnik na siguran i services with the desscription, pictures and the price of each • aktivirati online servise (različite vrste dokupa: Instant • Submit the request for changin over from the other network jednostavan način može izvršiti plaćanje: online sa platnim product and/or service. After the one decides for purchase the internet, Buy&Surf, Turist, Travel dokupi, MojaTV dodatne • Activate online services (different types of charge: Instant karticama (Maestro, Master, Visa, Visa electron), uz mjesečni customer can perform payment online in safe and simple way: usluge itd.) Internet, Buy&Surf, Turist, Travel charges, MojaTV additional račun BH Telecoma, OPA plaćanje i gotovinom (po uzeću). online with payment cards (Maestro, Master, Visa, Visa electron), • aktivirati Bonus plus program lojalnosti, pratiti dodijeljene services etc.) Korisniku je omogućeno da u procesu pripreme kupovine with monthly bill of BH Telecom, OPA payment and in cash (per bodove kao i iskoristiti bodove za kupovine koje se • Activate Bonus plus program of loyalty, following of ostvari pogodnosti po osnovu realizacije prikupljenih bodova u take). It is enabled to the customer to realise the conveniences obavljaju preko Webshopa assigned points as well as use the points for purchases okviru Bonus plus programa. on the basis of collected points within Bonus plus programme • prijaviti smetnju being performed via Webshop during the process of purchase preparing. • podnijeti reklamaciju/žalbu na usluge BH Telecoma • Announce the interference • Submit the reclamation/complaint for BH Telecom services 54 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 55

Početkom 2020. godine je uveden model prodaje usluga At the beginning of 2020 the model of selling the services to rezidencijalnim korisnicima putem posrednika, koji residental customers was introduced via agent, which is omogućava da korisnik ugovori uslugu bez odlaska na enabling that the customer agrees the service without visiting prodajno mjesto BH Telecoma. BH Telecom selling place. Posrednik posreduje u procesu prodaje na način da BH Telecom The agent mediates in selling process in a wa that BH Telecom zaključi pretplatnički ugovor sa Novim korisnikom, BH Telecom concludes subscription contract with The customer, BH se obavezuje da Posredniku isplati određenu naknadu / Telecom is obliged to pay certain compensation / fee to the proviziju za svaki takav ugovor, u skladu sa uslovima utvrđenim agent for each such contract, in accordance with the conditions ovim modelom. Ovim se kreiraju pretpostavke za unapređenje being established by this model. This way the assumptions are prodaje usluga BH Telecoma korištenjem prednosti i to be created regarding BH Telecom services selling promotion pogodnosti prodajne mreže posrednika. by usage of the advantages and conveniences of selling network of the agent.

Ciljeve koje BH Telecom želi ostvariti realizacijom modela posredničke prodaje su: The aims which BH Telecom wants to realise by the 1. Povećanje prodaje usluga uz smanjenje troškova za realisation of intermediary selling model are as follows: realizaciju prodajnog procesa (troškovi "presale" faze 1. The increase of services selling with the reduction for u potpunosti prelaze na posrednika, a dijelom se selling process realisation (costs of ''presale'' phase kompenziraju posredničkom naknadom/provizijom); completely go beyond onto the agent, and partly are to 2. Indirektni marketing i jačanje brenda BH Telecom na be compensated by compensation/fee); tržištima gdje BH Telecom nije dominantan; 2. Indirect marketing and BH Telecom brand strengthening 3. Unapređenje prodaje usluga na određenim geografskim within the markets where BH Telecom s not dominant; U BH Telecomu je 2006. godine uspostavljen kanal direktne In BH Telecom has in 2006 been established the channel of područjima kroz saradnju sa posrednicima, korištenjem 3. Promotion of selling of the services within certain prodaje velikim poslovnim korisnicima na principu KAM-ova direct selling to key account managers on the principle KAM prednosti i pogodnosti prodajne mreže posrednika geographic areas through cooperation with the agents, (Key Account managment) kao dugoročne prodajne strategije, (Key Account Management) as long term selling strategies, and pravnog lica (prisustvo u specifičnim djelatnostima kroz by usage of advantages and conveniences of agent selling a prateći tadašnja tržišna kretanja u odnosima sa ključnim following that times market movements in relations with key njihove "core" biznise, mogućnost direktnog kontakta sa network of nlegal entity (presence in specific activities korisnicima. Od samog starta, ovaj model prodaje je izuzetno accout users. From the same beginning, this model of selling is korisnicima itd.); through theit ''core'' buseinesses,possibility of direct dobro prihvaćen od strane velikih poslovnih korisnika, zbog extraordinary good accepted by key account users, because of 4. Smanjiti potencijalne pozitivne efekte organizacije contact with customers etc.); svoje specifičnosti da KAM (menadžer velikih korisnika - MVK) i it specificity that KAM (Manager of key account users MVK) and prodajne mreže konkurencije, te time oslabiti rezultate u 4. Reducing of potential positive effects of organisation of nakon zaključenja prodaje, ostaje u bliskom odnosu i stalnoj after the selling conclusion, remains closely connected and in privlačenju novih korisnika odnosno migraciju korisnika selling network of competition, and by that weaken the komunikaciji sa korisnikom u slučaju potrebe za bilo kakvom permanent communication with the customer in the case of BH Telecoma prema tim operatorima; results in new customers attraction i.e. migration of BH vrstom savjeta, konsultacija i zadovoljenja potreba za TK the need for any kind of the advice, consultations and needs 5. Sticanje saznanja sa tržišta o potrebama korisnika kroz Telecom customers towards those operators; uslugama. fulfillment for TC services. Following actuel market movements povratnu vezu korisnik > posrednik >BH Telecom, 5. Acquisition of the knowledges within the market regarding Prateći aktuelna tržišna kretanja u proteklih nekoliko godina within previous few years this selling channel experienced its mogućnost korištenja ovog kanala za provođenje anketa customers needs through return connection customer ovaj kanal prodaje je doživio svoju transformaciju na način da transformation in a way that BH Telecom can answer onto the BH Telecoma i sl. (mogućnost smanjenja dijela troškova u >agent > BH Telecom, possibility of usage of this channel BH Telecom može odgovoriti na potrebe i zahtjeve poslovnih needs and requests of busineess users throug providing the dijelu istraživanja tržišta); regarding questionaires implementation of BH Telecom korisnika kroz pružanje usluga koje se prilagođavaju i kreiraju services which are adjusting and creating just according to the 6. Kreiranje kvalitetnije veze sa pravnim licima kod kojih se and the like (possibility od reduction of part of costs within upravo prema zahtjevima korisnika, a u skladu sa tehničkim customers requests, and in accordance with technical razvija osjećaj doprinosa rezultatima BH Telecoma, uz market investigation part); mogućnostima BH Telecoma. possibilities of BH Telecom. mogućnost da ostvare zaradu te je za očekivati da će biti 6. Creating of more qualitative connection with legal entities Kreiranje poslovnih komunikacijskih tehničkih i IKT rješenja Creating of business communication technical and IKT žustriji zagovornici BH Telecoma nego što su to sada. by which the feeling of BH Telecom results contribution has ovog tipa je postala nužnost i potreba, a s ciljem kreiranja solutions ofthis type has become the necessity and the need, been developing, having possibility to realize salary and iti ponuda iniciranih tokom pregovora sa postojećim i aiming creating of the offers being initiated during is to be expected the ones would be more agile patrons of potencijalnim korisnicima, kao i sa korisnicima koji vrše negotiations with existing and potential customers, as well as Usluge koje su predmet posredovanju su usluge BH Telecoma: BH Telecom than the were until nowadays. nabavke usluga po ZJN BiH. Akcenat je na pružanju usluga koje with the users which are performing the services procurement Moja TV paketi i mobilne telefonske usluge (postpaid paketi i su prilagođene potrebama korisnika, te sklapanja seta svih for ZJN BiH. The empasize is onto providing of the services paketi sa kombinovanim načinom plaćanja). The services being the subject in mediation are the services of potrebnih usluga u okviru modularne BiZ Izbor ponude being adjusted with customers needs, and assemblage of the BH Telecom: Moja TV packages and mobile telephone services set of ALL needed services within modular BiZ offer, for which (postpaid packages and the packages with combined way of the customer is having main contractal relation for the services payment). and unique account. 56 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 57

U toku 2020. godine kroz niz aktivnosti smo pokušali poboljšati Within 2020 through a few activities we tried to improve Program lojalnosti Bonus plus kao jedinstveni model Bonus plus program lojalnosti provodi se kroz dodjelu iskustvo korisnika sa BH Telecomom, kako za poslovne tako i za experience of customers with BH Telecom, either for business or nagrađivanja rezidencijalnih korisnika (postpaid i prepaid bodova rezidencijalnim korisnicima na način kako slijedi: rezidencijalne korisnike. for residental customers. korisnici) ima za cilj zadržavanje postojećih korisnika • dodjela bodova korisnicima kroz jednokratne, mjesečne učlanjenjem što većeg broja korisnika u Bonus plus, sa bodove po osnovu aktivnosti korisnika sloganom Mi ne zaboravljamo povjerenje. Članovi programa • dodjela bodova korisnicima kroz posebne akcije Poslovni korisnici Business customers lojalnosti sakupljaju bodove (jednokratne, mjesečne, po • dodjela bodova korisnicima s ciljem prevencije odljeva BH Telecom dugi niz godina provodi program lojalnosti za BH Telecom is implementing program of loyalty for business osnovu aktivnosti korisnika, posebni akcijski bodovi), koje u korisnika poslovne korisnike. Program lojalnosti za pravna lica u 2020. customers for long term period. Program of loyalty for legal toku bonitetnog perioda mogu iskoristiti na popust na • dodjela bodova korisnicima u okviru aktivnosti koje su godini imao je za cilj: entities in 2020 had the aim: asembliranu uslugu, popust na mjesečnu naknadu za postpaid planirane preko Web shopa 1. Zaštititi i zadržati naše najprofitabilnije korisnike i prihod 1. Protect and keep our the most profitable customers and the korisnike, aktivaciju dokupa mobilnih usluga u iznosu cijene • povećanje korisničkog zadovoljstva u korištenju usluga BH Telecoma od djelovanja konkurencije, i to putem: revenue of BH Telecom from the competition activities, and dokupa. BH Telecoma. - povećanja lojalnosti postojećih korisnika BH Telecoma; in a way: - boljeg upoznavanja korisnika i korištenja informacija o - increase of loyalty of existing BH Telecom customers; Program of loyalty Bonus plus as unique model of awarding of Bonus plus program of loyalty is to be implemented through korisnicima za unapređenje poslovanja; - better introducing of customers and usage of informations residental customers (postpaid and prepaid customers) is the assignment of points to residental customers in a way as 2. Promovisanje BH Telecoma kao Društva koje cijeni lojalnost regarding customers for business improvemen. having for its aim maintenance of existing customers by follows: svojih korisnika te na taj način poticati povećanje korisničke 2. Promotion of BH Telecom as the compan which respects membership of as much customers in Bonus plus, with the • Assignment of points to the customers of daily, monthly baze, a samim tim i prihod Društva; loyalty of its customers and in that way encourage motto We do not forget confidelity. The members of program points on the basis of customers activities 3. Produžiti "životni vijek" korisnika, što je moguće ostvariti customers base increase, and therefore the revenue of of loyalty are collecting the points (daily, monthly, on the basis • Assignment of points to the customers through special kroz povećanje lojalnosti korisnika; the Company as well. of customer activity, special action points) ahich they can use actions 4. Dodatnu vrijednost za korisnika i pozitivan stav prema 3. Extend ''lifespan'' of the customers, which can be realized within creditworthiness period onto tha discount for • Assignment of points to the customers aiming prevention BH Telecomu. through Loyalt of customers increase; assemblied service, discount on monthly compensation for of customers outflow Poseban tretman podrazumijeva: 4. Additional value for customers and positive attitude postpaid customers, activation of charge of mobile services in • Assignment of points within the activity being planned via - VIP status prilikom servisiranja mobilnih uređaja unutar towards BH Telecom. the amount of charge price. webshop servisnih centara u roku od 48 sati; Spacial treatment is implying: • Increasing of customers satisfaction in usage of BH Telecom - VIP status prilikom procesa otklanjanja smetnji i odgovora - VIP status during mobile devices servicing in service services. na korisničke upite putem telefona 1322 i e-maila: centers within 48 hours; [email protected] - VIP status during process of disturbances removal and - Unapređenje zadovoljstva VIP poslovnih korisnika kroz First the answers onto customers questions via telephone 1322 Call Resolution (rješavanje upita/zahtjeva kroz prvi kontakt); and e-mail [email protected] - Prigodne čestitke i pozivnice na različite evente u - Promotion of the satisfaction of VIP business customers organizaciji ili pod sponzorstvom BH Telecoma. through First Call Resolution (resolving of questions/ requests through the first contacts); - Convenient felicitations and invitations for different events Program lojalnosti za pravna lica uspješno je realizovan u 2020. being organized or under sponsorship of BH Telecom. godini, s obzirom da je nagrade preuzelo 95,1% planiranog broja korisnika. Program of loyalty for legal entities has been successfull realized in 2020, whereas the awards had taken over 95,1% of planned number of customers. bonus plus 58 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 59

Service users

BH Telecom je vodeći telekom operator u Bosni i Hercegovini, koji pruža visokokvalitetne, najsavremenije usluge iz oblasti telekomunikacija. U nastavku je dat pregled broja korisnika naših usluga, koji su podijeljeni u tri ključna segmenta: BH Telecom is the leading telecom operator in Bosnia and Herzegovina providing high quality and most up-to-date services in the field of telecommunications. Below you will find the review of our service users divided in three key segments as follows:

Rb % promjene No. SEGMENT 2019. % changes SEGMENT

A PORODIČNI SEGMENT 342.425 -2,69 FAMILY SEGMENT A.1 xDSL fizička lica 54.459 -2,46 xDSL natural entities A.2 Fiksna fizička lica 87.433 -12,86 Fixed natural entities A.3 Moja TV fizička lica 200.533 1,69 Moja TV natural entities B SEGMENT MOBILNIH KORISNIKA 1.481.851 -7,55 SEGMENT OF MOBILE CUSTOMERS B.1 Prepaid 1.273.274 -11,65 Prepaid B.2 Postpaid 208.577 17,45 Postpaid C POSLOVNI SEGMENT 219.965 -1,98 BUSINESS SEGMENT

U okviru porodičnog segmenta pružamo usluge fizičkim licima Within family segment we are providing services to natural i to: xDSL pristup internetu (fiksni pristup, pristup internet mreži entities as follows: xDSL internet access (fixed access, access to putem WLL tehnologije, širokopojasni pristup internetu putem internet network via WLL technology, broadband internet mobilne mreže novije generacije), fiksnu telefonsku uslugu i access via mobile network of newer generation), fixed multimedijalnu uslugu Moja TV koja podrazumjeva distribuciju telephone service and multimedia service Moja TV which TV i radio kanala. implies TV and radio distribution.

Segment mobilnih korisnika uključuje fizička i pravna lica koja Segment of mobile customers is including natural and legal koriste mobilne usluge govora i pristupa internetu putem entities which are using mobile voice services and internet mobilne mreže: Ultra, Extra i druge pakete. access via mobile network: Ultra, Extra and the other packages.

Poslovni segment obuhvata isključivo pravna lica kojima se, Business segments covers explicitel legal entities to which, pored osnovnih usluga pružanja fiksne govorne usluge i besides basic services of fixed voice service providing and pristupa internetu, nude i slijedeće usluge: Toptim, IP Centrex internet access, the following services are also offered: Toptim, (savremeno komunikacijsko rješenje koje omogućava IP centrex (contemporary communicational solution which funkcionalnost kućne telefonske centrale na jednoj ili više enables functionality of home telephone exchange on one or geografski distribuiranih poslovnih lokacija), uslugu on more distributed business locations),corporative access Korporativni pristup (prenos podataka putem mobilne mreže service (data transfer via mobile network for the companies za kompanije koje imaju potrebu da vrše stalna i intenzivna which are having the need to perform permanent and intensive mjerenja aktuelnih vrijednosti na udaljenim sistemima), Paket activities measurements on remotw systems), package for za fiskalne kase (isporuka, instalacija i aktivacija SIM kartice u cashbox register (delivery, installation and activation of SIM samom fiskalnom uređaju), DATA paketi, MPLS, ICT usluge card within fiscal register itself), DATA packages, MPLS, ICT (Cloud, Microsoft Business suite, Pantheon Cloud, Hosting services (Cloud, Microsoft Business suite; Pantheon Cloud usluge, Online zaštita), Oglašavanje (mobilno oglašavanje, Hosting services, Online protection), Announcements (mobile BULK SMS, IPTV oglašavanje). announcement, BULK SMS, IPTV announcement). 60 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 61

Economically financial business

Pad korištenja svih roaming usluga u značajnim procentima Decline of roaming services usage in important percentage was uzrokovan je trenutnom situacijom u svijetu (pandemija caused by current situation in the world (pandemic of corona korona virusa i zabrane kretanja). S obzirom da je roaming virus and moving prohibition). Considering that roaming usluga najviše afektirana trenutnom situacijom, u 2020. godini service was mostly affected by current situation, within 2020 Epidemiološka situacija izazvana virusom Covid-19 obilježila je Epidemiological situation caused by virus Covid 19 has marked su ostvareni značajni gubici po osnovu ove usluge. significant losses have been realized on the basis of this service. 2020. godinu i značajno je uticala kako na svjetsko out 2020 and importantly influenced onto world Istvoremeno, pandemija je utjecala i na smanjenje pojedinih telekomunikaciono tržište tako i na telekomunikaciono tržište telecommunication market as well as onto telecommunication vrsta troškova, prvenstveno troškova po osnovu veleprodajnih According to the estimations, in 2020 pandemic Covid 19 has u BiH. Zatvaranje granica i umanjenje privrednih aktivnosti, market in BiH. Borders locking and reduction of economic usluga. Prema procjenama, u 2020. godini pandemija COVID - negatively influenced onto gross profit of BH Telecom in the naročito u turističko-ugostiteljskom segmentu, rezultiralo je activities, especially in tourist-catering segment, has resulted 19 negativno je utjecala na bruto dobit BH Telecoma u iznosu amount of 12,3 millions KM. značajnom padu dolaska turista i dijaspore u BiH dok je otežano by significant decrease of tourists incoming and diaspora as 12,3 miliona KM. poslovanje dovelo do zatvaranja pojedinih kompanija, pada well to BiH, while aggravated business led to closure of certain zaposlenih te manje potrošnje i kupovne moći. companies, reduction of employees and lower consumption Prihodi telekom operatora u BiH su značajno afektiran ovim and purchising power. trendom, posebno u domenu mobilnih telefonskih usluga gdje The revenues of telecom operators within BiH have be je zbog nedolaska turista i dijaspore zabilježen značajan pad significantly affected by this trend, especially in domain of broja prepaid korisnika. Epidemiološka situacija je, također, mobile telephone services where remarkable decrease of donijela i određene promjene u korisničkim navikama. number of prepaid customers has been registered because of Značajan uticaj na godišnjem nivou desio se i u domenu lack of tourists and diaspora. The biggeset influence of OSNOVNI FINANSIJSKI % promjene BASIC FINANCIAL poslovnih korisnika. Pandemija Covid -19 najveći utjecaj imala pandemic Covid 19 was onto revenues of prepaid traffic in POKAZATELJI POSLOVANJA 2019. % changes BUSINESS INDICATORS je na prihode od prepaid saobraćaja na mobilnoj tehnologiji te mobile technology and onto revenues and expenses of na prihode i rashode od veleprodajnih usluga. wholesale services. Ukupna aktiva/pasiva mil. KM 1.260,70 -2,30 Total assets/liabilities Ukupan prihod mil. KM 486,1 -5,97 Total revenue Smanjenje je, najvećim dijelom, nastalo kao rezultat: The reduction has arisen mostly as the result: Ukupan rashod mil. KM 429,1 -5,59 Total expense • smanjenja broja prepaid korisnika • Reduction of prepaid customers Bruto dobit mil. KM 57 -8,77 Gross profit • smanjenja ARPU-a • ARPU reduction Neto dobit mil. KM 50,9 -7,27 Net profit • promjena potrošačkih navika zbog pandemije izazvane • Change of consumption habits because of pandemic being EBITDA marža % 35,45% -5,70 EBITDA margin Corona virusom (korištenje wifi mreže, dopunjavanje caused by Corona virus (usage of WiFi network, charging of kredita manjim iznosima koji imaju kraći period validnosti, credit by smaller amounts which are having shorter validity EBIT marža % 11,14% -0,24 EBIT margin nakon kojeg broj iz aktivnog prelazi u inaktivno stanje) period, after which the number turns from active into • odsustvo turista i dijaspore zbog pandemije. inactive state). • Lack of tourists and diaspora because of pandemic caused by Corona virus. Ukupna količina dolaznog međunarodnog saobraćaja u • U poslovnoj 2020. godini ostvarena je bruto dobit u iznosu 52,0 miliona KM, dok je neto dobit iznosila 47,2 miliona KM. mobilnu mrežu BH Telecoma je tokom 2020. godine bila manja • EBITDA marža u 2020. godini je na nivou od 33,43%, a EBIT marža je ostvarena na nivou od 11,11%. od planiranog. U odnosu na saobraćaj iz 2019. godine, Total quantity of incoming international traffic in mobile BH • Ukupna imovina na dan 31.12.2019. godine iznosila je 1.231,7 miliona KM i u odnosu na dan 31.12.2019. godine bilježi terminirano je 22% manje saobraćaja, od čega se veći dio može Telecom network was during 2020 lower than planned. With smanjenje od 2,30%. regard to traffic in 2019, it was terminated 22% lower traffic, dovesti u vezu sa pandemijom korona virusa. Razlog za manje • Within business 2020 it has been realized the profit in the amount of 52,0 millions KM,while net profit has amounted whereof the larger part can be connected to pandemic of ostvarenje prihoda jeste i pad roaming saobraćaja (gosti u BH 47,2 millions KM. Telecom mreži i BH Telecom korisnici u inostranstvu), uslijed corona virus. The reason for lower revenue realization is the • EBITDA margin in 2020 is on the levelof 33,43%, and EBIT margin was realized on the level of 11.11%. zabrana kretanja i ograničenih putovanja. roaming traffic decrease as well (guests on BHT network and • Total assets on 31.12.2019. had amounted 1.231,7 millions KM and with regard to 31.12.2019. is registering reduction BHT customers abroad), because of moving prohibition and of 2,30%. restricted travellings. 62 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 63

Realized revenues miliona I millions KM

U strukturi ukupnih prihoda izdvaja se učešće prihoda Within the structure of total revenues the participation of Pored navedenog, usljed izmjena navika korisnika i povećane Besides aforementioned, because of changing of customers segmenta mobilne telefonije od 36%, porodičnog segmenta revenue segment of mobile telephony of 36% , 28% of family upotrebe upotrebe OTT servisa, izmjene Cjenovnika u cilju habits and increased usage of OTT service, the Price list od 28%, poslovnog segmenta od 15% i prihoda veleprodaje od segment, 15% of business segment and 7% of wholesale usklađivanja sa kretanjima na tržištu, davanja akcijskih ponuda alteration aiming adjustment with the movements within the 7%. revenues have been distingushed. u smislu nižih cijena razgovora, besplatnih minuta market, giving of action offers in the sense of lower saobraćaja,besplatnog interneta kupovinom određenih conversations price, free of charge minutes of traffic, free of Ukupan prihod u segmentu mobilne telefonije ostvaren je u Total revenue within mobile telephony segment was prepaid opcija i slično, došlo je do smanjenja obima saobraćaja, charge Internet by buying of certain options and the like, it iznosu od 162,8 miliona KM, što čini procentualno najznačajnije realized in the amount of 162,8 millions what makes in što je dovelo i do smanjenja prihoda prepaid korisnika u came to decrease of traffic volume, what produced the učešće u ukupnim prihodima od 36%. Trend korištenja percentage of 36% the most important participation in total odnosu na 2019. godinu za 17,3%. revenues decrease of prepaid customers with regard to 2019 mobilnih uređaja se, kako u svijetu, tako i u BiH, povećavo sa sve revenues. The trand of usage of mobile devices has, in the world for 17.3%. većim korištenjem data saobraćaja. Uvođenjem 4G+ mreže i as well as in BiH, increased with more and more usage of data Ukupni prihodi porodičnog segmenta u 2020. godini iznosili bogatom paletom ponude Extra paketa sa sadržajem i cijenom transfer traffic. By introducing of 4G+ network and with rich su 127,5 miliona KM i isti su povećani za 7,7% u odnosu na 2019. Total revenues of family segment in 2020 amounted 127,5 prilagođenom svakom kupcu BH Telecom je u 2020.godini palette of offers of Extra packages having content and the price godinu. U okviru ovog segmenta najznačajnije učešće imaju millions KM and the ones increased for 7,7%. During 2020 zadržao, i pored globalnog problema sa pandemijom adjusted to each buyer BH Telecom has kept within 2020 prihodi od korisnika usluge Moja TV. U toku 2020. godine je multimedia service offer improved, by enrichment of TV prouzrokovanog pojavom virusa Covid-19, pozitivan rast positive increase of users basis of postpaid customers besides unapređena ponuda multimedijalnih usluga, obogaćivanjem content aiming the increase of selling, and igger satisfaction korisničke baze postpaid korisnika kao i rast prihoda u ovom global problem of pandemic caused by virus Covid 19, aw well TV sadržaja s ciljem povećanja konkurentnosti Moja TV ponude and loyalty of the customers. segmentu ponude. as the revenues increase within this segment of the offer. na tržištu, povećanja prodaje, te većeg zadovoljstva i lojalnosti It is important to emhasize that BH Telecom within multimedia Broj korisnika postpaid usluga mobilne telefonije u 2020. Number of postpaid service of mobile telephony customers in korisnika. segment has offered to its customers a few conveniences, by godini povećan je za 36.387 u odnosu na 2019. godinu. Kao 2020 has increased for 36.387 with regard to 2019. As the result Značajno je istaći da je BH Telecom i u segmentu multimedije election of carefully selected benefits, explicitel according to rezultat ovih napora ostvaren je rast prihoda od korisnika of these endeavours the revenues increase from postpaid korisnicima ponudio niz pogodnosti, odabirom pažljivo biranih customers preferences through promotion-sale actions, to postpaid mobilne telefonije za 4,3%. mobile telephony has been realized. benefita, isključivo prema preferencijama korisnika putem facilitate the time spent in so called ''lockdown'', and with ''new promotivno-prodajnih akcija, a kako bi olakšao vrijeme normal'' trend of working at home and implementation of on- Istovremeno, proglašenje pandemije uzrokovane pojavom At the same time,pandemic announcement caused by virus provedeno u tzv "lockdownu", te "novom normalnom" trendu line teaching. virusa Covid-19 značajno je uticalo na tržišni segment prepaid Covid 18 significantly influenced onto market segment of rada od kuće i provođenja online nastave. mobilnih korisnika. Zbog uvedenih restrikcija i ograničenog prepaid mobile customers. Because of included restrictions Being the first operator in Bosnia and Herzegovina, BH Telecom kretanja korisnika iz inostranstva, naročito iz zemalja u and restricted moving of the customers from abroad, especially Kao prvi telekom operator u Bosni i Hercegovini, BH Telecom je, has, through its platform, enabled virtual concerts realization okruženju, evidentan je izostanak priliva novih Ultra korisnika from the countries in the surroundings, lack of outflow of new putem svoje platforme omogućio realizaciju virtualnog and by that once again justified its leadership. From the aspect (turista I dijaspore), što je uticalo na smanjenje broja Ultra Ultra customers (tourists and diaspora) is evident, what koncerta i time još jednom opravdao svoje liderstvo. Sa aspekta of TV contents, improvement has primarily related to korisnika, ali se odrazilo i na vrlo značajan pad prihoda od influenced onto reduction of Ultra customers number, but it TV sadržaja, unapređenje se prvenstveno odnosilo na uvođenje introducing of new TV channels,and providing of exclusive prepaid korisničkog segmenta. U tako specifičnoj situaciji, BH reflected on very important revenues decrease of prepaid novih TV kanala, te obezbjeđivanja ekskluzivnih prava na rights for broadcasting of matches m:tel Premier league in Telecom je u toku 2020. godine stalnim akcijskim ponudama customers segment as well. In such specific situation, BH emitovanje utakmica m:tel Premijer lige u fudbalu. Navedeno je football. It was mentioned that in 2020 with regard to 2019, had nastojao korisnicima olakšati neophodnu komunikaciju i Telecom by continuous action offers has tried to facilitate its u 2020. godini u odnosu na 2019. godinu, imalo za rezultat rast the result of number of Moja TV customers for 3.386 and the obezbjediti stalan online pristup, što je bilo glavni prioritet u customers necessary communication and to provide broja korisnika usluge Moja TV za 3.386 i prihoda za 13,7%. revenues for 13,7%. ovom teškom periodu sa akcentom na zaštiti zdravlja i života permanent on line access, which was main priority in these građana. difficult period with the emphasize on protection of health and lives of citizens. 64 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 65

U okviru porodičnog segmenta evidentiraju se i prihodi fiksne Within the family segment the revenues of fixed telephony U segmentu veleprodaje ostvareni su prihodi u iznosu 34,1 Within wholesale segment were realized the revenues in the telefonije po osnovu usluga pruženih fizičkim licima. U 2020. were recorded as well on the basis of the services being milion KM, što je manje za 23% u odnosu na 2019. godinu. amount of 34,1 million KM, which is lower for 23% with regard godini prihod po ovom osnovu ostvaren je u iznosu 16,6 provided to natural entities. In 2020 the revenue on this basis Proglašenje pandemije Covid - 19, te zabrana i ograničenja to 2019. COVID 19 pandemic announcement, then prohibition miliona KM. Tržište fiksne telefonije već dugi niz godina was realized in the amount of 16,6, millions KM. Fixed telephony kretanja ljudi značajno je uticalo na ostvarenje prihoda od and moving restriction of the people significantly influenced karakteriše trend pada broja korisnika i prihoda, što je u skladu market was for many years characterized by trend of decrease usluga roaminga koji su u 2020. godini u odnosu na 2019. onto revenues realization from roaming services which were in sa promjenama u načinu komunikacije korisnika, uslovljen of customers and revenues, what is in accordance with the godinu manji za 4,2 miliona KM. 2020 lower with regard to 2019 for 4,2 millions KM. životnim promjenama. Korisnici sve više napuštaju fiksnu changes in the way of customers communication, being telefoniju i prelaze na mobilnu telefoniju i integrisane usluge, qualified by life changes. Customers are leaving fixed Također, pad prihoda veleprodajnih usluga posljedica je i nižeg Also, wholesale services revenue decrease is the consequence budući da te usluge korisnicima omogućavaju više sadržaja telephony more and more and turns onto mobile telephony iznosa prihoda od međunarodne govorne usluge usljed of lower amount of revenue amount of international voice prilagođenog savremenim komunikacionim potrebama. and integrated services, whereas these services enable the kontinuiranog smanjenja međunarodnog saobraćaja koji se service because of continuous reduction of international traffic customers more content being adjusted to contemporary terminira u mreže BH Telecoma, na što utiču različiti faktori which terminate into BH Telecom netwoorks, onto which U porodičnom segmentu evidentiraju se usluge pristupa communication needs. poput globalne promjene u načinu komunikacije, kretanja different factors are having influence like global change in the internetu koje se pružaju fizičkim licima xDSL i FTTx broja korisnika, te bypassa redovnih ruta za terminaciju way of communication, movement of the number of tehnologijama. Ove usluge su predmet konstantnog ulaganja i Within family segment are recorded internet access services međunarodnog saobraćaja. customers, and bypass of ordinary routes for termination of usavršavanja s ciljem postizanja što većih brzina prenosa which provide natural entities xDSL and FTTx technologies. Na smanjenje količine saobraćaja utiče i manji broj priključaka international traffic. podataka. Prihod od internet usluga u 2020. godini bilježi These services are the subject of constant investment and fiksne telefonije u privatnom segmentu, zbog supstitucije Lower number of fixed telephony connections within private smanjenje za 0,5 miliona KM, prvenstveno radi prelaska specialization aiming achievement of greater speeds of data mobilnom telefonijom. S druge strane, u poslovnom segmentu segment influences onto reduction of traffic volume. On the korisnika na pakete Moja TV. transfer. Revenue of internet services in 2020 records decrease je prisutno sve češće korištenje IP komunikacijskih rješenja, other hand, within business segment is present more often of 0,5 millions KM, primaril because of customers turn onto čime se zaobilazi tradicionalna telefonska usluga. Pored usage of IP communicational solutions, by which traditional Prihodi poslovnog segmenta u 2020. godini ostvareni su u Moja TV packages. prirodnog odliva na OTT servise, BH Telecom se konstantno telephone service is going around. Besides natural outflow iznosu 67,5 miliona KM. U okviru ovog segmenta korisnicima se suočava sa različitim fraud aktivnostima (bypass i odliv na sive onto OTT services, BH Telecom is constantly met with different nude fleksibilna rješenja, koja omogućavaju integrisanu Revenues of business segment in 2020 are realized in the rute). fraud activities (bypass and outflow onto grey routes). ponudu, odnosno kreiranje kombinacije svih usluga BH amount of 67,5 millions KM. Within this segment flexible Pored navedenog, tokom 2020. godine, najznačajniji faktor u Besides abovementioned within 2020 the most important Telecoma prema poslovnim potrebama korisnika. solutions were offered to thr customers which are enabling kretanju međunarodnog saobraćaja predstavljala je factor in creating international traffic has been represented Aktivnosti na razvoju ponude u poslovnom segmentu su u integrated offer, i.e. creation of all BH Telecom services proglašena pandemija koronavirusa. corona virus pandemic announcement. 2020. godini bile usmjerene primarno na kreiranje uslova i according to business needs of the customers. usluga za očuvanje poslovanja naših korisnika u otežanim Activities for the offer development in business sgment were in uslovima rada zbog pandemije. U prvoj polovini godine 2020 directed primarily onto conditions and services creation kreirane su integrisane ponude usluga za poslovne korisnike sa regarding business maintenance of our customers in besplatnim periodom korištenja, namjenjene uspostavljanju aggravated working conditions with free of charge period of rada na daljinu. usage because of pandemic. In the first half of the year Ove ponude su omogućavale mrežno povezivanje lokacija integrated offers of services for business customers eith free of korisnika, kućnih ureda, korištenje alata za online kolaboraciju charge period of usage,intended to establish remote working. iz portfolija partnera BH Telecoma, te korištenje Cloud usluga i infrastrutkurnih resursa u Data Centru BH Telecoma kao These offers enabled network connection of customers alternatvinih centralnih lokacija korisnika, mrežnih sigurnosnih locations, home offices, usage of tools for online colaboration hubova, repozitorija podataka. from portfolio of BH Telecom partner, and usage of Cloud Prodaja robe, odnosno pametnih uređaja u okviru usluga, services and infrastructural resources in Data Center of BH predstavlja jedan od značajnih generatora prihoda kompanije. Telecom as alternative central customers locations, network Predmet prodaje su mobilni telefoni, tablet uređaji, laptop safety hubs, data repository. računari, LCD televizori, fiksni telefoni, igračke konzole kao i Selling of the goods i.e. smart devices within the services, dodatna oprema za navedene uređaje. Prihod po ovom osnovu represents one of more important Company revenue u 2020. godni ostvaren je u iznosu od 41,8 miliona KM, što generator. Subject of sale are mobile phones,tablet devices, predstavlja povećanje od 8% u odnosu na prethodnu godinu. laptop computers, LCD TV sets, fixed phones, concola tools as Napominjemo da prethodno iskazani prihodi su prije obračuna additional equipment for mentioned devices. Revenue efekata MSFI 15. according to that basis in 2020 was realized in the amount of 41,8 millions KM which is reprezenting 8% with regard to previous year. We note that previous shown revenues are before settlement of effects of MSFI 15. 66 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 67

OPIS Članovi NO Članovi OR Predstavnik Vlade na Skupštini Realized expenses DESCRIPTION SB Members AB Members Government representative at the Assembly

Naknada Compensation 87.716 51.414 1.350 U 2020. godini ukupni rashodi iznose 405,1 milion KM, što In 2020 total expenses are amounting 405,1 million , which Dažbine državi Duties to the state 19.722 12.178 320 je za 24,0 miliona KM ili za 5,6 % manje u odnosu na 2019. is for 24,0 millions KM lower with regard to 2019. Lower godinu. Manje ostvarenje rashoda prvenstveno je rezultat realization of expenses is primarily result of realized savings on ostvarenih ušteda po osnovu troškova amortizacije, troškova the basis of costs of depreciation, costs of wholesale services, veleprodajnih usluga, troškova održavanja, troškova reklame, maintenance costs, advertisment costs, costs of employment, troškova primanja zaposlenih, troškova neproizvodnih usluga, costs of non-produced services, and the other business te ostalih poslovnih rashoda. U strukturi ukupnih rashoda expenses. Within the structure of total expenses are the Troškovi proizvodnih usluga obuhvataju troškove: usluga Costs of producing services are covering the costs: making izdvajaju se sljedeće ključne kategorije: following key categories: izrade i dorade učinaka, transportne usluge, usluge održavanja, costs and finishing effect, transport services, maintenance zakupa, sajmova, reklame i sponzorstva, istraživanja, services, leasing, fairs, advertisments and sponsorship, Materijalni troškovi, koji obuhvataju troškove: sirovina i Material costs are covering: raw materials and materials, konsultantskih i razvojnih usluga. Troškovi proizvodnih usluga investigations, consulting and developing services. Costs of materijala, troškove energije i goriva, troškove rezervnih power supply and fuel costs, spare parts costs, write-off small u 2020. godini su ostvareni za 15,9% manje u odnosu na ove producing services in 2020 were realized for 15,9 % lower with dijelova, otpis sitnog inventara ambalaže i autoguma, te inventary of wrapping materials and tires costs, and the costs troškove u 2019. godini. Na niži iznos ovih troškova značajno je regard to the costs in 2019. For lower amount of these costs troškove po osnovu odstupanja od cijena. Ostvareni materijalni based on prices deviation. Realized material costs in 2020 are utjecalo smanjenje troškova održavanja koji su u 2020. godini u significantly influenced maintenance costs reduction which in troškovi u 2020. manji su za 6,7% u odnosu na ostvarene lower for 6,7% with regard to realized material costs in 2019. odnosu na 2019. godinu smanjeni za 2,6 miliona KM, a što je 2020 with regard to 2019 were reduced for 2,6 millions KM, materijalne troškove u 2019. godini. Smanjenje u 2020. godini Reduction in 2020 are registered by raw materials costs and posljedica modernizacije mreže BH Telecoma. Također, s ciljem what is the consequence of BH Telecom network bilježe troškovi sirovina i materijala za održavanje, troškovi maintenance costs, power supply and fuel costs, write-off racionalizacije troškova, smanjeni su i troškovi reklame i modernization. Also, aiming costs racionalisation, energije i goriva, te otpis sitnog inventara, ambalaže i small inventary of wrapping materials and tires costs. sponzorstva za 2,5 miliona KM. advertisments costs and sponsorship costs were reduced for autoguma. 2,5 mill KM. Costs of salaries and the other workers and the other phsical Nematerijalni troškovi obuhvataju troškove: neproizvodnih Troškovi plaća i ostalih primanja radnika i drugih fizičkih lica entities incomes are covering the costs of: salaries, salar usluga, reprezentacije, premije osiguranja, platnog prometa, Non-material costs are covering costs of: non-producing obuhvataju troškove: plaća, naknada plaća, službenih compensations, official travellings of the workers, the other poštanskih i telekomunikacijskih usluga, poreza, naknada, taksi services, representations, insurance premiums, income putovanja radnika, ostalih primanja, naknada i materijalnih incomes, compensations and material rights of workers, i drugih dažbina na teret pravnog lica, članskih doprinosa i turnover, postal and telecommunication services, tax, prava radnika, naknada članovima odbora (Nadzornog odbora i compensation for Board members (Supervising Board and sličnih obaveza i ostale nematerijalne troškove. Ukupni compensation, fees and the other duties on the load of legal Odbora za reviziju), te troškove naknada ostalim fizičkim licima. Audit Board), and the compensation costs to the other entities. nematerijalni troškovi u 2020. godini manji su za 0,7 % u odnosu entity, mambership contributions and similar obligations and Ukupni troškovi plaća i ostalih primanja radnika i drugih fizičkih Total salary costs and the other physical entities incomes in na 2019. godinu. U okviru ove vrste značajna kategorija su the other non-material costs.Total non-material costs in 2020 lica u 2020. godini u odnosu na 2019. smanjeni su za 1,3 miliona 2020 with regard to 2019 were reduced for 1,3 millions KM troškovi nabavke TV sadržaja koji su u 2020. godini u odnosu na are lower for 0.7% with regard to 2019. Within this kind KM prvenstveno zbog smanjenog broja zaposlenih u 2020. U primarily because of reduced number of employees in 2020. In 2019. godinu povećani za 16,4 % što je posljedica rasta broja meaning, important category are th TV contents procurements skladu sa Kodeksom korporativnog upravljanja, BH Telecom je accordance with Codex of corporative management BH korisnika i obogaćivanja sadržaja usluge Moja TV. costs which in 2020 with regard to 2019 increased for 16,4% obavezan objaviti naknade članova organa upravaljanja koje Telecom is obliged to announce compensation of Management Istovremeno, u 2020. godini smanjeni su troškovi veleprodajnih which is the consequence of customers number increase and su, za 2020. godinu, prikazane u sljedećim tabelama: bodies members which were, for 2020 shown within following usluga za 24,4% (prvenstveno radi smanjenja troškova roaming enrichment of content of Moja TV service. tables: usluga, što je najvećim dijelom uzrokovano pandemijom At the same time, in 20202 wholesale services costs were COVID 19), te troškovi neproizvodnih usluga za 17,8 %, u okviru reduced for 24,4% (primarily because of costs of roaming kojih su značajno smanjeni troškovi plaćenih provizija services reduction, which was mostly caused b pandemic NAKNADE UPRAVE BH TELECOMA SA UKLJUČENIM NETO NAKNADAMA I SVIM DAVANJIMA DRŽAVI distributerima za prodaju prepaid usluga mobilne telefonije. U COVID 19), and non-producing services for 17,8% within which COMPENSATIONS OF BH TELECOM MANAGEMENT WITH INCLUDED NET COMPENSATIONS AND ALL GIVINGS TO THE STATE okviru troškova neproizvodnih usluga evidentirani su i troškovi the costs of paid costs to distributers are quite reduced for Ukupno (u KM) I Total (in KM) eksternog revizora Deloitte d.o.o. Sarajevo u iznosu 38.000 KM, prepaid mobile telephony service sele. Within the costs of non- po osnovu usluga revzije finansijskih izvještaja za 2019. godinu. produced services the costs of external auditor Deloitte d.o.o Plate 833.104 Salaries Pored usluga revizije Deloitte je BH Telecomu pružio i usluge Sarajevo were reistered in the amount of 38.000 KM, on the Topli obrok 27.083 Hot meal edukacije u iznosu 100 KM (bez PDV-a). basis of audit services of financial reports for 2019. Besides Regres 3.776 Regress audit services, Deloitte has provided to BH Telecom educational Troškovi amortizacije i rezervisanja u 2020. godini su manji services in the amount of 100 KM (without VAT). Nagrada povodom obilježavanja dana BH Telecoma 2.287 Award regarding BH Telecom day za 14,2 % u odnosu na 2019. godinu. Navedeno smanjenje Naknada za rođenje djeteta 2.579 Compensation for the birth of a child prvenstveno rezultat je manje vrijednosti uknjižene nove Costs of depreciation and reservations in 2020 are lower for Otpremnina 35.250 Severance pay imovine od vrijednosti isknjižene stare imovine usljed 14,2% with regard to 2019. It was mentioned that the reduction Naknada za prevoz 530 Traffic compensation postignutih povoljnijih uslova nabavke iste . is primarily the result of lower value of registered of new assets having the value of depreciated old assets because of achieved better procurement conditions of the one. 68 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 69

Review of paid public revenues in 2020

U toku 2020. godine BH Telecom je uplatio 101,4 miliona KM po osnovu poreza i doprinosa na place, PDV-a, akontacije miliona I millions KM poreza na dobit i poreza po odbitku. U nastavku je prikazana struktura ovog iznosa.

Within 2020 BH Telecom has paid 101,4 millions KM on the basis of tax and contributions onto salaries, VAT, tax advance onto profit and withholding tax. In the addition this amount structure is shown.

Iznos u 000 KM OPIS Amount in 000 KM DESCRIPTION

Penziono i invalidsko osiguranje 23.956 Srental and disability insurance Doprinosi za zdravstvo 17.146 Contributions for the health Porez na dohodak 5.307 Income Tax Osiguranje od nezaposlenosti 2.072 Insurance from unemployment Opšta vodna i posebna naknada 592 General leading and special compensation Dječija zaštita 11 Children protection Doprinos za solidarnost 1 Contribution for solidarity Porez na dodanu vrijednost (PDV) 43.444 Value added tax (VAT) Akontacija poreza na dobit 7.108 Advanced payment of income tax Porez po odbitku 1.778 Withholding tax 70 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 71

zaposlenika Employment and personnel employees

Ukupan broj zaposlenih na dan 31.12.2020. godine iznosi 3.166 Total number of the number of employees on 31.12.2020 is i manji je za 2,3% ili za 76 zaposlenika u odnosu na 31.12.2019. amounting 3.166 and is lower for 2,3% or 76 employees with godine (3.242). U odnosu na dan 31.12.2018. godine, Društvo je regard to 31.12.2019 (3.242). With regard to 31.12.2018, na dan 31.12.2020. godine imalo 2,9% ili 96 zaposlenika manje. Company had on 31.12.2020. 2,9% of employees lower.

Od ukupno 3.166 zaposlenih na dan 31.12.2020. godine, From total 3.166 employees on 31.12.2020, it was totall 3.153 ukupno je bilo 3.153 radnika u radnom odnosu na neodređeno employees in the working status for indefinite time, 11 workers vrijeme, 11 radnika u radnom odnosu na određeno vrijeme i 2 were in working status for definite time and 2 probationers. pripravnika. There were 1.106 (35%) women, and 2.060 (65%) men of total Od ukupnog broja zaposlenih na dan 31.12.2020. godine, žena number of emploees on 1.12.2020. Average age of the je bilo 1.106 (35%), a muškaraca 2.060 (65%). Prosječna starost employees in Company on 31.12.2020 was 46 years. zaposlenih u Društvu na dan 31.12.2020. godine bila je 46 godina.

OPIS I DESCRIPTION 2018. 2019. Indexi I Indexes

1 2 3 4 5 (4/2) 6 (4/3)

Broj zaposlenih na dan 31.12. 3.262 3.242 97 98 Number of employees on 31.12.

KVALIFIKACIONA STRUKTURA ZAPOSLENIH NA DAN 31.12.2020. QUALIFICATION STRUCTURE OF EMPLOYEES ON 31.12.2020

2% 72 NSS LQE 10% 311 KV QW 37% 1.170 SSS MQQ 10% 321 VKV HQW 9% 276 VŠV HSQ 32% 1.016 VSS HQQ 72 Godišnji izvještaj 2020 Annual Report Godišnji izvještaj 2020 Annual Report 73

Realization of investment activities

U toku 2020. godine BH Telecom je uložio značajna finansijska sredstva u proširenje i modernizaciju mreže i opreme koja se miliona I millions KM koristi za pružanje usluga. Finansijska realizacija investicija u Nakon što je u toku 2019. godine izvršena potpuna zamjena After total replacement of radion equipment of mobile network 2020. godini iznosila je 49,0 miliona KM. radio opreme mobilne mreže na preko 1.200 lokacija, od čega je on morw than 1200 locations has been done within 2019., na 600 lokacija implementirana 4G+ ili LTE-A tehnologija, whereof 600 locations has been implemented 4G+ or LTE-A performanse mobilne radio mreže su umnogostručene. U toku technology on, performances of mobile radio network are Within 2020 BH Telecom had invested significant financial 2020. godine nastavilo se sa širenjem mobilne radio mreže multiplied. Within 2020 it has continued with the extension of geografski i kapacitivno, te je ugovorena dalja implementacija mobile radio network geographical and capacitative, and means into extension and network and equipment LTE-A tehnologije u narednim godinama na postojećim i novim further implementation of LTE-A technology was agreed for the modernization which is used for services providing. Financial lokacijama, u skladu sa uslovima i obavezama Dozvole RAK-a, next years onto existing and new locations, in accordance with te planovima BH Telecoma. LTE-A služi i kao alternativna the conditions and obligations of RAK Permission, and BH investment realization in 2020 had amounted 49,0 millions KM. tehnologija za fiksni pristup Internetu na lokacijama na kojima Telecom plans. LTE-A will serve as alternative technology for BH Telecom nema izgrađenu fiksnu mrežu. fixed access to internet on the locations where BH Telecom do Modernizacija paketskog jezgra mobilne mreže je nastavljena not have built fixed network. zamjenom policy elementa (PCRF) za upravljanje različitim Modernization of packahge core of mobile network has vrstama mobilnog paketskog saobraćaja. continued by replacement pf policy elements (PCRF) for U toku 2020. godine je izvršeno testiranje 5G tehnologije u managing with different types of mobile package traffic. multivendorskom okruženju BH Telecoma, kako bi se pokazala Within 2020 5G technology has been tested in multivendor U toku 2020. godine počela je realizacija velikog projekta - Within 20202 had started realization of big project- interoperabilnost mreže i omogućio uvid u funkcionalnosti surrounding of BH Telecom, to show interoperability of the zamjene i modernizacije oko 30% aktivne fiksne opreme (VDSL replacement and modernization of 30% of active fixed network nove generacije mobilne mreže, s uslugama eMBB (povećane network and enable inspection into functionalities of new i GPON - optička tehnologija), što će uključiti i zamjenu dijela (VDSL and GPON- optical technology), which will includ mobilne širokopojasnosti), te FWA (fiksnog bežičnog pristupa generation of mobile network, with the services eMBB terminalne opreme kod korisnika, a sve u cilju značajnog replacement of terminal equipment as well by the customers, putem mobilne mreže). U narednim godinama su planirana (enlarged mobile broadmendness), and FWA (fixed wireless povećanja kapaciteta pristupne fiksne mreže kod korisnika, te and all of that aiming important increase of access fixed dalja istraživanja tržišta i tehnologije, kao i nastavak testiranja. access via mobile network). In the next years further markets migraciji govornog servisa sa TDM na IP tehnologiju. U toku network capacit by the customers, and migration of voice and technologies investigationes are planed, as the addition of 2020. godine implementirana je međunarodna komutacija service from TDM onto IP technology. Within 2020 international testing. nove generacije za govorne servise. commutation of new generations for voice services has been BH Telecom kontinuirano gradi širokopojasne optičke mreže u implemented. izvedbama FTTH (do stana), FTTB (do ulaza u zgradu), FTTC (do BH Telecom continuously makes broadband optical networks aktivne opreme koja je do 300 m od stambenih jedinica). Do in performances FTTH (to the flat), FTTB (to the building U 2020. godini je počela realizacija zamjene i modernizacije kraja 2020. godine broj izgrađenih FTTH funkcionalnih optičkih entrance), FTTC (up to active equipment being 300 m from IPTV platforme, što će dodatno ojačati ponudu usluga BH niti je iznosio više oko 70.000, sa mogućnostima pristupnih housing units). Until 20202 the number of made FTTH Telecoma svojim novim funkcionalnostima. Nastavljene su Within 2020 started replacement realization and brzina od više stotina Mbps. functional optical fibers amounted more about 70.000, having aktivnosti na implementaciji funkcionalnosti Nb-IoT za modernization of IPTV platform, which additinally will Da bi pristupne brzine bile podržane s kraja na kraj, tj. od possibility of access speeds of few hundreds Mbps. realizaciju i podršku Smart City projektima. strengthen services offering of BH Telecom with its new korisnika do jezgra mreže, te prema međunarodnim čvorovima, For the access speeds to be supported from one end to the U toku su i značajni projekti vezano za zamjenu i modernizaciju functionalities. Activities on implementation of Nb-IoT for potrebno je geografski, kapacitivno i funkcionalno širiti other end, i.s. from the customer to the network core, and online charging sistema, što posebno afektira mobilne prepaid realization and Smart City projects support have been transportnu mrežu u segmentu DWDM mreže, IP/MPLS mreže towards international nodes, it is needed geographically, cap korisnike, te sisteme za pružanje dodatne vrijednosti continued. (fronthaul, backhaul), kao i RR linkova. U toku 2020. godine, and functionally extend transport network within the segmet telekomunikacionim uslugama (NTS, VPN) itd. Important projects regarding replacement and modernization kada su se uslovi rada, obrazovanja i uopšte življenja alocirali na of DWDM network, IP/MPLS network (fronthaul, backhaul), as of online charging system are on-going, which especially affect kućne adrese, posebno je bilo izazovno održavati stabilnost i well as RR links. Within 2020 when working conditions, mobile prepaid customers,and systems for providing kapacitet mreže, te su realizirana dodatna ulaganja u education and living in general allocated onto home addresses, additional values to telecommunication services (NTS, VPN) etc. transportnu mrežu. it was especially challenging meintain stability and capacity of the network, so additional investments into transport network were realized.