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The Group, including Safaricom, serves over 200 million customers spanning across the consumer and enterprise segments. From our roots in South Africa, we have grown our business to include operations in the DRC, Egypt, Ethiopia, Kenya, Lesotho, Mozambique, and Tanzania. Our mobile networks cover a total population of over 500 million people. Vodacom is majority-owned by Vodafone (65.1% holding), one of the world’s largest communications companies by revenue.
How we will achieve our vision
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Strategic |
We are clear in our ambition to be the market leader in the countries where we operate across Africa. For Vodacom, this reflects the quality and depth of service we can offer in each market, rather than the size of our footprint. In this way, we concentrate our efforts and investment on meaningful innovation that helps to unlock each country’s potential for economic growth.
With a legacy of leadership in mobile, we are positioned to accelerate our system of advantage and further scale and diversify our offerings to our markets into fixed, financial and digital lifestyle propositions.
As we move forward from a traditional TelCo into a leading African TechCo, we focus on building the best infrastructure for both mobile and fixed networks, ensuring affordable smartphone penetration and access to data, and leveraging behavioural insights to provide excellent consumer and enterprise propositions. Ultimately, this will support our ambition to reduce the digital divide in the countries where we operate.
01
Healthy markets
How this supports our purpose
With our expansion into Ethiopia and proposed acquisition of a controlling stake in Vodafone Egypt, we are set to extend our market leadership position to cover more than 500 million people across the African continent. Our enhanced footprint provides us with a unique platform to scale our strategy while we also selectively partner with global tech to connect people for a better future.
02
Secure leadership in mobile and fixed
How this supports our purpose
As we invest to deepen the quality and penetration of mobile and fixed connectivity services across our footprint, we unlock the potential of a digital society and inclusion for all. This investment is complemented by data-led personalised pricing options and innovative smartphone financing solutions that support affordability. In this way, by accelerating fibre reach in South Africa with our pending CIVH deal, we will foster economic development and help bridge South Africa’s digital divide.
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Strategic |
Innovation is at the heart of our diversification beyond core connectivity as we prepare for an integrated digital future. Our financial services and digital lifestyle platforms are key differentiators for the Group as we build our fintech capabilities. To support this transition, we provide positive, unique customer experiences across our multi-product digital ecosystem, leveraging our investment in advanced analytics and behavioural loyalty.
We strive to create diverse and innovative products and solutions that drive financial and digital inclusion. Key to this ambition is our digital ecosystem, which is powered by Big Data and builds on our connectivity leadership to diversify and differentiate our offerings. In doing so, we create a deeper customer engagement with a 360-degree view where we compete on value rather than price.
03
Scale financial and digital services
How this supports our purpose
We develop and scale affordable and accessible digital financial solutions to promote inclusion and provide platforms for consumers and merchants to grow. An exciting evolution in our strategy to scale financial and digital services and enable the financial inclusion of these customers is the launch of the VodaPay super-app in South Africa and M-Pesa super-app across our international markets.
These platforms aim to enhance and improve the lifestyles of our customers, delivering innovative and cost-effective personal finance and business solutions in payments, savings, investments, lending and insurance. Accordingly, financial solutions that were previously difficult and cumbersome to acquire are now easily accessible – further supporting us in connecting the next 100 million African customers to ensure no one is left behind.
04
Digital partner of choice for enterprises
How this supports our purpose
We partner with enterprises to accelerate their growth and transform their operations through digital technology. Our tailored service offerings enable large enterprises and SMEs – as well as governments and universities – to release productivity efficiencies through our flexible mobile, fixed IoT, cloud and hosting, and managed security solutions. By enhancing enterprise growth and productivity, particularly among SMEs, we support livelihoods and help society connect for a better future.
05
World-class loyalty and customer experience
How this supports our purpose
In a connected world, customer-centricity is top of mind. Our purpose relies on maintaining and growing our customer base, ensuring they have positive interactions with Vodacom across our multi-product ecosystem. We refine and evolve our customer experience strategy based on the current and future needs of our customers, striving to deliver a personalised omni-channel digital experience, and to promote inclusion and generate loyalty to our brand.
06
Personalisation through CVM and Big Data
How this supports our purpose
As a customer-centric and purpose-led business, we develop propositions for our various customer segments based on their unique needs. Over the past five years, we have invested significantly in world-class, flexible Big Data technology to enable deeper, textured layers of understanding of our customers – including their day-to-day behaviours, motivations and aspirations. By meeting specific needs we can segment, personalise and offer nano-sized connectivity offerings and financial services to promote accessibility and inclusion.
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Strategic |
In a connected world, customer-centricity is top of mind. Our purpose relies on maintaining and growing our customer base, ensuring they have positive interactions with Vodacom across our multi-product ecosystem. We refine and evolve our customer experience strategy based on the current and future needs of our customers, striving to deliver a personalised omni-channel digital experience, and to promote inclusion and generate loyalty to our brand.
07
Optimise assets through sharing
How this supports our purpose
To transform our business into a leading TechCo, we continue exploring ways to optimise our assets and create exceptional value for our stakeholders. As part of this, we look at sharing opportunities across our portfolio of assets to reduce the cost to communicate while also deepening our rural footprint.
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Technology leadership in network and IT
How this supports our purpose
We invest in modern digital systems to connect our customers for a better future while also leveraging our experience in the latest technologies to drive accessibility and inclusive growth. Our Big Data capabilities drive intelligent decision-making, solutions and operations. We explore alternative energy options in our move towards greater energy efficiency while also expanding our coverage and platforms to connect more people for a better future.
09
TechCo organisation and culture
How this supports our purpose
We aim to build an organisation of the future underpinned by digital innovation and agility, and develop a distinctively digital employee experience to motivate our customers to thrive. Above all, we value inclusivity and diversity, and embed a mindful organisational culture across our business to ensure every action is rooted in our purpose.
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Trusted brand and reputation
How this supports our purpose
We aspire to be a purpose-led organisation, connecting for a better future by enabling a digital society, inclusive of all, with the least environmental impact. We embed these values into our culture and activities across the Group, and aim to enhance Vodacom’s reputation by demonstrating this purpose in our product development strategies and communicating it across customer experiences. Beyond our brand purpose, we recognise the need to earn and maintain trust, and are guided by our Social Contract to operate an ethical business that is responsive and transparent to a diverse group of stakeholders.
Lesotho
Tanzania (EN)
DR Congo
Mozambique
South Africa
