Stakeholder dialogue

The major transformation challenges raised by digital technology ask questions of all actors in the ecosystem: public and private bodies, and individuals in civil society.

Roadmap 2016-2020

 

The process of structuring projects to include economic, societal and environmental aspects inevitably requires the concerted effort of all stakeholders to identify the key needs and expectations.

It is with this outlook, and an ambition to align its projects with the expectations of all its stakeholders, that Orange, as a responsible operator, creates conditions for productive and transparent dialogue all over the world. The approach reflects our "listening and responding" brand promise.

Structured and constant listening helps the Group implement the projects that are best adapted to local conditions, whilst identifying emerging requirements, weak signals and opportunities for co-development.

Orange bases its dialogue approach on the principles of the AA1000 standard

  • Inclusion: identify stakeholders in the countries in which we are active and gather their expectations using a broad and representative sample;
  • Materiality: identify the most material/relevant themes both for the company and its ecosystem on a country by country basis;
  • Responsiveness: draft and implement appropriate action plans, with short, medium and long-term projects.

This approach is implemented

  • at Group level, to ensure overall consistency of strategy and policies (Group dialogue),
  • at country level, where there is direct contact with local issues and players (country dialogue)
  • to address a specific development topic (subject dialogue), for example women and digital technology in Africa (m-Women) ...

We seek input from all ecosystem stakeholders, from public and private sectors and civil society: ministries, donors and investors, NGOs, associations, experts, sociologists, the media, customers from the general public, business partners, key account customers, suppliers, and of course our employees, who are at the centre of our approach as a responsible digital employer.

 

A programme rolled out the countries where Orange operates

Using either their own resources or a common methodology (the “CSR Dialogue Toolkit”) developed by the Group Corporate Social Responsibility (CSR) Department, our subsidiaries engage in structured dialogue with local stakeholders, in the shape of one-on-one interviews, discussion groups with stakeholders, or surveys among the general public. They then lead to the development of action plans tailored to the needs of local stakeholders and consistent with the Group's CSR priorities.

The most important area, both externally and for Orange, is customer experience (network quality in particular, as well as customer relations).
This is followed by 4 major themes: contributing to local socio-economic development (particularly externally and for OMEA), sustainable innovation, secure use of our products and services, and accessibility of our services (financial and geographic).
Then come elements associated with the environment, which are significant but lie further ahead (and more in Europe than Africa and the Middle East).

These dialogues allow to achieve a consolidated materiality matrix for the Group

The most important area, both externally and for Orange, is customer experience (network quality in particular, as well as customer relations).

This is followed by 4 major themes: contributing to local socio-economic development (particularly externally and for OMEA), sustainable innovation, secure use of our products and services, and accessibility of our services (financial and geographic).

Then come elements associated with the environment, which are significant but lie further ahead (and more in Europe than Africa and the Middle East).

This dialogue can also be theme-based and, directed at more specific questions, such as e-agriculture and e-healthcare, or at questions of improving connectedness among women in several African countries.

  1. Our mWomen initiative in Niger
  2. A stakeholder dialogue to structure a mobile offer for children in Senegal.

 

The Group also contributes to sector-based and specialised dialogue platforms: the Telecommunications Industry Dialogue (TID) on freedom of expression and privacy rights, and the Joint Audit Cooperation (JAC) initiative, which concerns itself with sustainability in the supply chain.

  1. Report on the implementation of Industry Dialogue principles
  2. Joint Audit Cooperation (JAC) advocates for transparency

 

Our approach to dialogue with our stakeholders is also informed by the work of our own Digital Society Forum. In 2014, there were discussions on the theme of the “connected diaspora” with a close look at Malians overseas, involving dozens of interviews in and around Paris and in Bamako. They highlighted participants’ high expectations with respect to international money transfers, special communications offerings (grouped plans) and their interest in remotely-managed “mAgri” mobile-based value-added agriculture services.

  1. The Digital Society Forum, a platform for stakeholders and civil society players