2016 Annual Report 2016 Annual Report Table of Contents 1 Orange Slovensko 5 Customer Care 6 – 15 To achieve all of our goals, we strive to keep looking ahead 38 – 43 We grow deep relationships with our customers and we grow together 2 Letter from the CEO 16 – 21 With the right captain at the wheel, the course is always clear 6 Employees 44 – 49 We support team spirit and, individual strength 3 Slovak Telecommunications Market of our employees 22 – 27 With our common effort and perseverance, we can tip the balance of things to our side 7 Corporate Social Responsibility 50 – 61 We feel the need to protect what we care about 4 Orange Slovensko on Telecommunications Market and to develop what is beautiful 28 – 37 By joining forces we can always get to the desired goal 8 Financial Statement 62 – 117 We work to make our results speak for us 4 5 Orange Slovensko To achieve all of our goals, 1we strive to keep looking ahead 2016 Annual Report Chapter 1 Orange Slovensko, a.s., A Member of the Global Orange Group Description of the Company network is now available to more than 80 % of Slovaks. Orange Slovensko, a.s. is the leading telecommu- Registered Office nications company and biggest mobile network Orange Slovensko, a.s. was the fi rst telecom- Metodova 8, 821 08 Bratislava, The Slovak Republic operator in Slovakia. munications operator in Slovakia to launch a state-of-the-art new generation fi xed net- Company Identification Number (IČO) It started its commercial operation on the Slo- work on the basis of FTTH (Fiber To The Home 35697270 vak market in 1997. As of 31 December 2016, – optics for home), which currently covers over Orange Slovensko, a.s. registred 2.883 million 349 thousand households across 22 towns in Date of Entry in the Commercial Register of the Slovak Republic of active mobile network customers and another Slovakia. Orange also provides fi xed internet and 3 September 1996 189 thousand fi xed Internet and digital television digital television through DSL which is available customers. As of 31 December 2016, the revenue across most of Slovakia. Legal Form of Orange Slovensko, a.s. was EUR 551.9 million. Joint-stock Company The quality of services of Orange Slovensko, a.s. Orange Slovensko, a.s. is a member of the glob- complies with the ISO 9001:2000 certifi cation Identification of the Entry in the Commercial Register al Orange Group, one of the biggest mobile criteria, and the company also holds the Environ- Registered in Bratislava I District Court Commercial Register, network operators and broadband internet pro- mental Management Certifi cate pursuant to ISO Section: Sa, Insert No.: 1142/B viders in Europe. As of 31 December 2016, the 14001:2004. With its Orange Foundation, Orange Orange Group had revenues of EUR 40.9 billion, Slovensko, a.s. is a leader in the fi eld of corporate with 263 million customers using its services social responsibility and corporate philanthropy in 29 countries of the world. in Slovakia. Orange is the leading mobile broadband The 100 % shareholder of Orange Slovensko, Internet provider, using 3G and 4G networks. a.s. is the Orange Group through Atlas Services High-speed mobile Internet coverage exceeded Belgium. 95% of Slovakia's population, and Orange's 4G 8 9 2016 Annual Report Chapter 1 Company Bodies Board of Directors Company Management Chairman Pavol Lančarič Pavol Lančarič Vladislav Kupka Vice Chairman Ladislav Rehák Chief Executive Officer Director of Customer Service Department Members Ivan Golian Antoine Guillaume Guilbaud Andrea Danielová Miloš Lalka Zuzana Nemečková Director of Human Resources Director of Communications Marc Ricau Department and Brand Department Ivan Golian Ivan Marták Supervisory Board ITN Director Director of Strategy, Legal and Regulatory and Deputy CEO Affairs Department Chairman Bruno Duthoit Vice Chairman Christophe Naulleau Antoine Guillaume Guilbaud Zuzana Nemečková Members Ľuboš Dúbravec Chief Financial Officer Director of Commercial Department Francis Gelibter and Deputy CEO and Deputy CEO Štefan Hronček Mai Céline Pavret de La Rochefordiere 10 11 2016 Annual Report Chapter 1 Pavol Lančarič Andrea Danielová Chief Executive Officer Director of Human Resources Department Born in 1963. He graduated from the Faculty he has taken management positions in various Born in 1967. She completed her studies at the later Globtel, a.s., and Orange Slovensko, a.s.. of Commerce at the University of Economics multi-national companies. Since 1997, he University of Economics in Bratislava. She has Since 2003, she has also worked as Director in Bratislava and received his PhD in 1991. has been working at Orange Slovensko, a.s., worked in human resources since 1991. Since of Human Resources Department at Orange Between 1990 and 1992, he was a member of where he started as Sales Director. Since 1999, 1996, she had worked as Deputy Director of Slovensko, a.s.. the Advisory Committee of the Prime Minister he has been the CEO of Orange Slovensko, Human Resources Department at Globtel GSM, at the Slovak Government Offi ce. Since 1993, a.s., also serving as a Board member. Ivan Golian Antoine Guillaume Guilbaud ITN Director and Deputy CEO Chief Financial Officer and Deputy CEO Born in 1964. He completed his university ked for more than eight years as a member of Born in 1972. He completed his university modelling. Since 2006, he had also worked education at the Slovak Technical University the senior management, ITN Director and Chief studies at the Paris Institute of Political Stu- as a manager and later Director of Control at in Bratislava and achieved his PhD at the De- Operations Offi cer (CIO/CTO/COO). In 2005, dies and was awarded a master's degree. He Mobistar, Brussels. He has worked at Orange partment of Applied Informatics and Automation he became the Deputy Chief Executive Offi - worked in an executive position at the Finan- Slovensko, a.s. since 2012 as Director of the at FMT STU. Beginning in 1993, he worked at cer. Beginning in 2006, he was the VUB Bank´s cial Department of France Telecom between Financial Department. the Department of Electronics and Automation board member and also worked as Director 1998-2000, later at Orange, Paris, where his KIHO in Gent, Belgium, and around two years of Information Technologies and Operations duties involved controlling and network cost later he began to work at Digital Equipment there. Since January 2009, he has been the ITN Corporation as a project manager for the ban- Director at Orange Slovensko, a.s. and he is also king and telecommunications sectors. In 1997, the Deputy CEO and a Board member. he joined Orange Slovensko, a.s., where he wor- 12 13 2016 Annual Report Chapter 1 Vladislav Kupka Ivan Marták Director of Customer Service Department Director of Strategy, Legal and Regulatory Affairs Department Born in 1974. He completed his studies at the worked as Deputy Manager. He worked as Born in 1964. He completed his studies of 1992 and at the Telecommunications Executi- Faculty of Philosophy of the University of St. Back Offi ce Manager between 2001-2006, la- journalism at the Faculty of Philosophy of the ve Management Institute of Canada in Montre- Cyril and Methodius in Trnava. He started wor- ter as Manager of the B2C Department, and Comenius University in Bratislava. He acc- al in 1995. He has fulfilled various managerial king in sales in 1994 and has worked at Orange has worked as Director of Customer Service -quired his technical education in the field of functions at Slovenské telekomunikácie, š.p. Slovensko, a.s. since 1996. He started as Department at Orange Slovensko, a.s. since telecommunications at the Slovak University since 1993. He has worked as Director of a customer centre employee, continued as July 2008. of Technology in Bratislava. He worked at the Strategies and Regulatory Affairs Department Back Offi ce adviser a year later, and then he International Telecommunication Union from at Orange Slovensko, a.s. since 2001. Miloš Lalka Zuzana Nemečková Director of Communications and Brands Department Director of Commercial Department and Deputy CEO Born in 1975. He completed his studies in Director of Communications and Brands Born in 1970. She completed her studies at s r.o. She became Director of Sales, Marketing, 1998 at the Faculty of Management of Come- Department in 2012. He has worked as Director the Faculty of Commerce of the University of and the Communication Department at Rajo nius University in Bratislava. He has worked of Communications and Brands Department Economics in Bratislava. She started working a.s. in 1996. She has worked as Director of the at Orange Slovensko, a.s. since 2003, starting at Orange Slovensko, a.s. since 2013. as an Executive Assistant in 1993 and later as Commercial Department at Orange Slovensko, as Advertising Manager. He became Deputy Marketing Manager at Tchibo Slovensko spol. a.s. since 2001. 14 15 2 Letter from the CEO With the right captain at the wheel, the course is always clear 2016 Annual Report Chapter 2 2016 Annual Report Letter from the CEO Ladies and gentlemen, services. I am very pleased, that last year we dear shareholders, customers were able to introduce a new role for Orange and employees in Slovakia which responds to new customer needs brought by the digital age. We want the Orange has retained a stable position in its 20th digital era services to be more accessible and year of commercial operation, and closed the easier to understand for customers, we want year 2016 as number one in the mobile market. to deliver useful services to make life easier. It is an honour for me to share the results of the An example of this approach is the new portfolio past year which we have achieved, with you.