Orange Romania

Corporate Responsibility Report 2005
Orange Romania
responsible growth
contents:
01
message from Orange Romania CEO
02
introduction
Orange in Romania
evaluation of our commitments for 2005
our employees
06
training
employee safety and comfort
communication with employees
Orange anniversary
Sports Day
objectives
our customers
14
objectives
20
our suppliers
22
Orange in the community
programmes fot students
access to communications
environment conservation and development of rural communities
volunteer work
Youth Parliament
help for flood victims
we support the social integration of young people with sensory deficiences
support for the homeless
objectives
34
the environment
objectives
37
Independent Verification Statement
38
appendices
Message from Orange Romania CEO
This is the third annual Corporate Responsibility
Report of Orange Romania. It reflects our
commitment to our stakeholders, and how we
put into practice our business principles. In this
report, we address the issues which we identified
in the community as well as our relationship with
other partners, as we are interested in promoting
long term sustainable development.
We have played an active role in the community
regarding flood relief, and we have increased
our investment in the education and social
integration of children with hearing and sight
impairments. We have further enriched our
community involvement programme with an
innovative project dedicated to the conservation
of landscape biodiversity and the development of
rural communities. This report outlines a detailed
presentation of all our initiatives.
Corporate responsibility impacts decisionmaking in every aspect of business: strategy,
management, processes, research and
development. Our long-term objective is to
integrate CSR into all aspects of our business.
We believe that a thorough understanding of
our strengths as well as our weaknesses will
contribute to dynamic development.
We invite you to read our report and we would
welcome your opinions on our Corporate
Responsibility programme, as we believe that
open and transparent communication is the best
way of obtaining effective progress. Looking to
the future, we are ready to face the challenges
which lie ahead, and to continue the responsible
management of our business.
Richard Moat
Chief Executive Officer, Orange Romania
introduction
Orange has a global corporate responsibility
strategy aimed at promoting responsible
management in all markets in which we
operate.
For further details on the Corporate
Responsibility Programme developed by the
Orange Group, please refer to
www.orange.com/responsibility
For further information on the Corporate
Social Responsibility Programme developed
by Orange Romania, please visit
www.orange.com/about us/responsibility
Orange in Romania
2005
customers
6.8 million (38.2% growth compared to 2004)
revenues
€ 870 million (39.2% growth compared to 2004)
coverage
79.91% of the territory
96.60% of the population
14,895 km roads
313 localities
roaming
Over 200 operators from all over the world, including
satellite mobile telephony operators.
distribution network
At the end of 2005, Orange Romania’s distribution network included 26 Orange shops, more than 1000 points of sale belonging to partners authorized to sell contracts, and approximately 10,000 locations where PrePay cards can be bought.
innovation
In 2005 we continued to innovate and to provide our customers with services to meet their diverse communication needs:
■ we launched the Orange World wap portal and the My Page option
■ we offered our customers the opportunity to buy products and services through the Orange Web Shop and
to manage their accounts online through Orange Web Care
■ we launched Orange Film, bringing more benefits for our customers
■ we launched the Flexible subscription, enabling our customers to use the value of their subscription for voice
calls, short messages and data traffic
■ we launched the following services: Anniversary Messages, SIM Agenda Back-up, Audioconference, Group
Short Messages, reserve recharge, BlackBerry® from Orange
■ we also extended the video service content, by signing partnerships with new TV stations
■ we extended the EDGE coverage to 33 localities compared to 4 cities at launch, enabling more and more
customers access to high quality video services and broad band internet. Orange launched EDGE technology
in 2004 a first for Romania, South-Eastern Europe and Orange Group, thus offering its customers a higher
transfer rate for data services, new applications and, for the first time in Romania, television on the mobile
phone.
total investments
Since we entered the Romanian market and up to the end of 2005, we’ve invested 1,230 billion USD.
For further information on Orange Romania, please visit www.orange.ro.
introduction
evaluation of our commitments for 2005
We believe that an open attitude and ongoing
communication with our stakeholders will help
to ensure the long-term development of our
business. For us it’s important to be aware,
and to understand our weaknesses as well as
strengths: open communication will help us to
be clear-sighted about how far we’ve come, and
areas we still have to work on. For 2005 we have
set ourselves a list of targets, from the starting
point of the business principles and based on
communication with our stakeholders.
target
employees
Improve direct communication between
management and employees
In 2005 we continued the periodic meetings of the CEO with
employees. Quarterly meetings were organised in Bucharest and
other regions, in which more than 1200 employees participated.
Continue the dialogue with employees
and discover their opinions on the
working climate at Orange
In 2005 we undertook a study in this respect performed by an
independent research company, which gained a response rate of
78%.
Organise internal communication
campaigns, making employees better
informed
Through internal communication channels – Intranet, internal
magazine and email – employees have been kept informed of
news regarding corporate responsibility, products and services
lanched, the Orange brand, and our financial results, but we
consider that these initiatives can be improved.
Intensify and underline internal
communication concerning the Orange
brand and culture
In 2005 we launched the Always Orange programme.
Broaden the advantages of the life
insurance policy offered to employees
In 2005 the company added more benefits as part of this
insurance.
Implement a new concept for
teambuilding – Transversal Team
Intervention – to develop an efficient
collaboration between different teams
In 2005, 34 such team bulding initiatives were launched.
Continue to develop the training
programme for managers, adapted to
the telecommunication sector and aimed
at improving leadership skills
The selection process for trainers has been carried out and the
next phase is the training programme itself.
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status comments
target
achived target
partially achived target
introduction
target
customers
community
environment
status comments
To reach and maintain customer
satisfaction of at least 90% with the
service providing assistance for our
customer loyalty programme
At 88%, satisfaction level measured through Scorange, our internal
survey, was close to the objective set. The satisfaction level
measured through Mercury, an external survey, was over the taget,
at 94%.
To streamline the work of Customer
Service assistants
In 2005 the number of employees in Customer Service increased;
the process of acquiring a workforce management software was
initiated; and alternative services such as Self Care or IVR were
developed and promoted.
Improving network performance
The main network performance indicators have increased in 2005
compared with 2004.
Continue to support projects that add
value to the community
During 2005 we developed the partnership with Light into Europe
foundation for children with sensory disabilities (hearing/sight
impairment); and with the Samusocial Association, for protecting
homeless people. We have also concluded a new partnership
with the Adept Foundation, which is dedicated to landscape
biodiversity conservation and community development.
Encourage the active involvement of
young people in the community life
We have been involved in the ARDOR project, which resulted in
the creation of a Youth Parliament in Bucharest sector 2 and in
Arad.
Offer our employees opportunities to get
involved in the projects we support
In 2005 we have developed our volunteering programme
and lanched a new programme, One2One, with the aim of
encouraging the social integration of people with sensory
disabilities and offering them support. We haven’t yet extended
this programme to the other regions where we have operations.
Develop waste recycling programmes
In 2005 a certain amount of waste generated in our activities was
recycled, but it is necessary to extend these programmes.
Encourage employee involvement in
recycling programmes
In the first quarter of 2005 we launched a paper recycling scheme
in our headquarters and in the third quarter we extended it across
all our Bucharest offices. For 2006 we intend to roll out this
initiative in the other regions.
Show special attention to natural areas,
historical and architectural sites when
installing new masts for expanding our
technical network
Our intention is to reduce the visual impact of our equipment.
In 2005 there have been situations where we adapted our
equipment to integrate it into the surrounding landscape.
Conduct a regular audit of our partners’
maintenance of air-conditioning systems,
to prevent any gas emissions harmful to
the ozone layer
The evaluation is based on a written survey, following a
procedure.
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target
achived target
partially achived target
our employees
Orange provides employees with a fair and safe
working environment
our employees
Orange has achieved remarkable results in
the Romanian market and this is largely due
to our employees and to their high level of
professionalism.
Our objective is to provide employees with a
working environment that offers them professional
and personal development opportunities; to have
an on-going communication in order to be able
to identify their expectations; and to improve
wherever necessary.
At the end of 2005, Orange Romania had 2053
employees, of whom only four are foreign citizens.
In 2005, we recruited 462 people from outside the
company and promoted 198 Orange employees.
Orange Romania ensures equal opportunities for
professional development and promotion:
■
48% of our company’s management positions
are occupied by women.
training
It is important to continuously develop the level
of knowledge, abilities and potential of our
employees, as this will be reflected in the quality
of the services we offer. This is why we invest
in employee development through a variety of
training courses and seminars, determined after
consultation with employees and their managers.
The 2005 training budget was USD 800,000.
During 2005, 970 employees attended at least
one training course. At company level, the
total number of hours spent attending training
courses exceeded 105,000. As part of the
programmes tailored for Orange employees, we
have developed the structure of the new staff
integration programme, which is now longer due
to new modules.
our employees
2005 also saw a new teambuilding concept
introduced across the entire organisation,
focused on creation and collaboration in
cross-departmental teams, to facilitate better
collaboration across departments.
In 2005, several training initiatives of France
Telecom and the Orange Group have been rolled
out in Romania, and the Orange Romania crosstraining team attended the Orange Group’s
Training Forum in September 2005, where ideas
were exchanged and joint projects initiated.
This initiative is the result of observations made
over time by the Human Resources department
during discussions and interviews conducted
with employees. The conclusion was that there
is no clear understanding of the job description
they apply for, that through fear or just a lack
of information, those who aspire to work in a
certain department do not generally ask for
information directly from the source. All these
factors, or – more precisely – the wish to
eliminate them, triggered the building of this
programme.
The company’s e-learning platform became a
useful tool for training and preparing Orange
Romania employees, hosting the first course
sessions on topics such as health and safety;
services for contract subscribers and PrePay
users; and business simulations.
During an internship, which may last from one
up to three months, the tutor and the participant
have open discussions, carry out practical
activities, and interact and exchange ideas, so
that the intern obtains as much information as
possible about that position.
Starting from the “School of Communication”
programme for students, we initiated a
project dedicated to our employees – the
Communication Workshop – a challenge aimed
at encouraging participants to think about what
makes us Orange, what makes the Orange
brand different from competitive brands and
what stops us, sometimes, from being Orange.
The winners received a unique prize: a twoday interactive training course where they
talked about individual and organisational
communication; internal and external
communication; marketing and communication;
branding; the local market for telecom services
branding; and country branding.
In 2005 the Human Resources Department
launched an in-house internship programme
aimed at offering employees the opportunity to
learn from each other, and encouraging their
professional development. The objective of
this programme is to provide a real information
source for those interested in developing a
career within Orange: the source being the
department in which they’d like to build their
career. Supported by a tutor, the intern learns
and performs certain simple tasks that will help
him/her to understand the importance of this
role within the company, as well as the extent
to which he/she has the skills required for that
position.
Aneta Bogdan, Managing Partner Brandient, at the Communication Workshop for employees
our employees
By the end of the year, there were 120 requests
for internships in almost all departments.
There are currently 30 tutors and 20 ongoing
internships.
The tutor’s role is to:
■
present the department and its functions,
and how it relates to other departments
■ get the intern involved in tasks specific to the
department’s activity
■ provide ongoing feedback to the participant
and, at the end of the internship, a feedback
to the Job Centre team about the intern’s
results and the way the programme was
carried out
■ set objectives and support the intern in
achieving the proposed objectives or tasks.
Besides being a learning programme, this
internship programme is also a communication
exercise at organisation level and is part of what
makes Orange different.
In 2005 remote training via videoconferencing
was organised for the Technical Department – a
first for our company. The trainer was located
in Timisoara, while the participants were in
Bucharest. All those involved assessed this
as a positive experience. This is an innovative
initiative, promoting more efficient time
management, and the participation of more
employees, while involving less travelling, and,
implicitly, a decrease in fuel consumption, with
its noxious effects on the environment. Remote
training is complementary to the traditional
training system, and we plan to extend it in the
sales and customer service departments as well.
The Communication Workshop for employees
“The almost three-month
Internship represented a
very interesting and useful
experience; as a practical
exercise, together with Andrei,
we drafted a marketing
programme aimed at promoting
EDGE services, as well as an
action plan for this programme.
Thus we enjoyed a mutual gain:
Andrei got acquainted with
the specificity of the Marketing
Department’s activities, and we
received various fresh ideas that
will actually be implemented in
the near future.”
Bogdan Rauta – tutor for Andrei
Dinulescu
“When I started the Internship
programme, I wanted to find
out as much as possible about
marketing department activity
because I wanted to work in that
team. Subsequently, I got more
involved, even in developing
projects, because I liked very
much what I saw there. Now,
at the end, I could say that this
programme also offers crossdepartment collaboration, an
experience exchange with
positive effects for both sides
involved.
Some elements of this
experience are going to help
me in the future in performing
the activities within my current
job. Thus, the programme can
be regarded as a means for
professional development. It
is well designed, and if those
attending this programme really
get involved, it will surely bear
results.”
Andrei Dinulescu – internship
with the Marketing department
Richard Moat, CEO Orange Romania, at the Communication Workshop
for employees
our employees
employee safety and comfort
Employee protection and safety are of vital
importance for Orange, and this is why we
provide both general training, and specific
training for those working under special
conditions (at heights or with specialised
equipment):
■
in 2005 100% of employees working on
heights attended regular training
■
in 2005 100% of employees working with
electrical equipment attended regular training
number of fatal accidents
0
average number of days lost/employee, as a result of sickness
6.79
number of accidents at work
1
number of days lost because of accidents at work
7
Orange Service Center
We want to offer our employees a working
environment of the highest standard: an
environment that stimulates their creativity, and
is in line with the Orange philosophy and values.
Several new offices were inaugurated in 2005
Orange Customer Service Center opened on December 7th 2005
10
■
in Timisoara, where our Sales Department,
Technical Department and Customer
Service are now located in a new 2,000 sqm
building, in line with the highest international
standards
■
we inaugurated a new head office for the
Corporate Sales Team from Bucharest and
a new head office for our warehouse in
Bucharest, where we also opened an Orange
Service Centre
■
one of the most important achievements was
the opening of the new centre for Customer
Service in Bucharest, a 16,000 sqm building
in Iride Business Park,where Orange invested
approximately EUR 2 million in technology
and interior design.
our employees
communication with employees
We use all channels of communication to make
sure employees have access to information on
company strategy and results; products and
services launched; and corporate responsibility
initiatives, while also giving them the opportunity
to send us questions, opinions and suggestions.
We distributed our Responsibility Report to
our employees, and posted it on the Orange
Intranet,(and we constantly update the corporate
responsibility section on the Intranet). The
programme is presented to new employees
during their Induction Day, and all news is
published in “Salut”, our internal magazine, and
presented during the quarterly meetings of our
CEO with employees, both in Bucharest and
in other regions where we have operations.
Subsequently, all employees can read these
presentations, as they are posted on the Intranet.
More than 1,000 employees from Bucharest
and 250 from the other regions attended these
meetings in 2005.
An internal opinion poll on the internal
communication channels and their efficiency
showed the following:
91% of respondents consider the regular
meetings of the CEO with employees as
useful
■ 99% of respondents consider the Intranet
to be an important means of organisational
communication, while 93% of them think
that the search for information on the Orange
Intranet is easy
■ 57% of respondents consider that Orange
Romania made progress in terms of
organisational communication in 2005.
Together with an independent market research
company, Orange conducted a study on the
organisational climate at Orange. The objectives
were to assess employee opinions on the
working environment; communication within the
organisation; and their degree of satisfaction
at work, but also to collect suggestions for
improving these indicators.
From this study we found out that:
■
87% of respondents consider Orange to be a
responsible company
■
91% of respondents think that Orange
has a coherent corporative responsibility
programme
■
89% of respondents recommend Orange as
an excellent place to work, while 92% are
proud to be part of Orange
■
We believe that the special initiatives and
achievements of our employees deserve to
be known by the others and rewarded. This
is why, in April 2005, we launched the Brilliant
Programme, offering each employee the
possibility to nominate a colleague who has
performed brilliantly in their daily work. The
criteria for nominations are as follows: customer
satisfaction; excellence in innovation; passion for
the brand; and team spirit.
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our employees
The nomination itself represents an extraordinary
achievement for any employee, and those who
prove to be really Brilliant will be mentioned
monthly as winners, a decision reached by a
jury consisting of the managers and the director
of the relevant department. Each quarter, the
Executive Committee of Orange Romania
nominates a maximum of 3 Brilliant winners to
the Orange Group global programme, with an
annual prize-giving ceremony in London.
In 2005, 235 Orange employees were nominated
for the Brilliant Programme and there were 189
winners.
One of our objectives for 2005 was to intensify
and underline internal communication about
the Orange brand and culture. We launched
the Always Orange programme, consisting of
several stages, and following the participation of
managers from each department in focus groups
on the Orange brand, we started sessions for
all employees. Two sessions for employees
were held in 2005, to be followed by other such
sessions in 2006, the objective being for all
employees to be involved.
Orange anniversary
On 5 April 2005, the Orange brand celebrated
three years in the Romanian market: three
incredible years with many challenges and
excellent performances. The Orange anniversary
was part of the Orange Group’s initiative to
celebrate 10 years from the launching of the
brand in the UK. Romania completed the
anniversary cycle that started on 28 April 2004
in the UK and continued in Egypt, Ivory Coast,
Cameroon, Madagascar, France, Switzerland,
Belgium, Dominican Republic, Botswana,
Slovakia and the Netherlands. Each country
organised a series of unique and interesting
events to bring together Orange companies from
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all countries in order to celebrate an important
event and to learn more about the others.
To celebrate this anniversary, Orange Romania
employees took part in various sports activities,
both at the office and outside, covering part
of an itinerary that made a virtual connection
between all countries in the Orange Group. This
was an opportunity for Orange employees to
be creative and act as a team, and employees
covered a total of 2,320 km on the anniversary
day. Similar activities were held in all Orange
companies.
our employees
The initiative raised funds for UNICEF, as
Orange Group made a donation of €10 for each
employee who covered at least 1.6 km. UNICEF
is a long-term partner of Orange, as it is an
organisation with values compatible to Orange
brand values. UNICEF’s objective is to give
children throughout the world a better chance for
the future, which aligns with Orange involvement
in the community and our belief in the future.
In Romania, funds were directed to be used in
two projects on education: the weekly nursery
from Gheorgheni and enhancing the capacity of
regional methodological centres from Miercurea
Ciuc, Buzau and Tulcea, centres that provide
consulting and training programmes for the
nurseries in their area.
Orange Anniversary
Sports Day
In order to develop team spirit and promote an
open attitude within the company, we organised
various events for employees in 2005. One of the
most important was the Sports Day, organised
in three regions where we are active – an event
that was about team spirit and enjoyment, rather
than the physical condition of the participants.
Sports Day
For 2006 we plan to:
Sports Day
coherently communicate the strategy of Orange Romania and Orange Group to
employees
create a clear brand vision within the company and underline the feeling of
belonging to Orange
develop new communication channels and tools to increase efficiency within the
company and help people communicate better
facilitate communication between top management and employees
reach a 5% growth in employee commitment level, which is reflected through
initiatives such as: training, development opportunities, reward, selection and
recruitment
implement a new communication tool with employees regarding human resources
matters, to increase the quality of these services
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target
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our customers
we deliver quality, value and excellent service to
customers
14
our customers
The Romanian telecommunications market is
dynamic, and mobile telephony occupies an
important place. At the end of 2004, mobile
telephony had a penetration rate of 47% and by
the end of 2005 it was 62%.
In 2005, Orange consolidated its position as
leader in the Romanian telecommunications
market – with regard to both customer numbers
and financial results – by promoting innovation
and flexibility; offering integrated communication
solutions adapted to different communication
needs; and upholding a strategy of ‘the customer
always comes first’.
At the end of 2005, Orange Romania’s services
were being used by 6.8 million customers.
Given the present trend of market globalisation
and ever more innovative technologies,
customers’ communication needs are becoming
increasingly diverse. Orange stands out through
its brand and its values, which are reflected in
all the services and products we develop for our
customers.
A bi-annual satisfaction survey run by a research agency
reflected the fact that in 2005, Orange customers who
called Customer Service most appreciated the:
■
prompt response of our assistants
assistants’ level of involvement
■ fact that the assistants offered the information they
required.
■
(source: survey undertaken by Mercury in February and
October 2005)
Customer Care is a very important channel for
communicating with our customers, which is why
our ongoing objective is to offer a high quality
service. To help us achieve this, we continuously
monitor our customers’ level of satisfaction with
Customer Care.
Scorange, a daily survey of those who called
Customer Service the previous day, showed
that the customers’ general level of satisfaction
with this service decreased in 2005 compared
to 2004.
To improve our customers’ satisfaction with
Customer Service, we have conceived an action
plan for 2006.
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our customers
According to our customers, the aspects that
need to be improved are the:
■
waiting time when calling Customer Service
■ number of operators available for taking calls
(source: survey undertaken by Mercury in
February and October 2005)
According to a customer satisfaction research
about services offered by mobile operators,
Orange received a higher score compared to its
competitors for:
■
our loyalty programme
the relationship between the company and
its customers
■ our network
■ our billing system – clarity, accuracy,
payment terms
■ Orange shops - displays, ease of getting
assistance, treatment by staff
■
For Orange it is important that customers have
easy and rapid access to the information they
need. From 2002, Orange Customer Service has
been available 24/7, and to reduce waiting times
for callers we have also developed alternative
services that allow our customers to obtain the
information they need on their account.
In 2005 we launched Orange Web Care service,
which allows our customers to manage their own
account directly via the internet.
As for the customer/operator relationship,
Orange received more points than its
competitors for:
■
fulfilling its promises
assistance offered
■ straightforward collaboration
■ fair treatment of customers
Orange Web Care allows customers to change
their tariff plan at any time; activate the options
they need (voice, sms, multimedia messages,
mobile data); recharge a PrePay account; find
out information on their invoice;
■
check additional costs and pay their
subscription; and activate options by using
their Thank You points. PrePay customers
can change their tariff plan and find out their
remaining credit.
2005 saw an upward trend in the level of
contract customer satisfaction regarding the way
in which Orange communicates with them and
informs them about existing tariffs, phones and
other relevant products and services (on a scale
of 1 to 10, where 1 represents the lowest level of
satisfaction and 10 the highest level).
Because we understand the ever-increasing
role played by the internet in everyone’s life,
Orange launched a first for the Romanian
telecommunications market in 2005: the Orange
Web Shop service, which offers customers
fast and easy access to Orange products, and
the opportunity to buy handsets, accessories,
promotional products and PrePay products
online.
At the same time, the level of satisfaction among
PrePay Orange customers regarding the way
they are informed about the tariffs, phones
and products and services offered by Orange
decreased from June to November 2005.
For us, it is extremely important to offer our
customers as many communication channels as
possible, so that they can request information
or formulate opinions about our products and
services. We are considering suggestions and
opinions offered by our customers, as we want
to offer a communication service of the highest
quality.
Customers can send their opinions through
Customer Service; when visiting Orange shops;
or through Orange Web Care.
16
our customers
(source: Synovate survey in June and November 2005)
(source: Synovate survey in June and November 2005)
17
our customers
In 2005, the ratio between the number of
customer complaints and the total number of
customers amounted to 14.86%, compared to
17.31% in 2004. Out of this total, 91.05% of
complaints were solved during the first call to
Customer Care, with no need to redirect them
to a specialised department, and 40% of the
complaints redirected towards a specialised
department were solved in a maximum of three
days.
When asked “Do you consider that your request
to Orange Customer Service was solved during
the first call?” 73.67% of respondents to the
Scorange survey gave a positive answer. Our
intention is to improve on this indicator for the
future.
One of the commitments undertaken and
included in our business principles is to
deliver quality, value and excellent services to
all our customers. Orange collaborates with
a high number of partners for the national
distribution of our services and that’s why we
think it is necessary to have an open, on-going
communication with them in order to be able to
develop a long-term relationship and to provide
our customers with high quality services.
The quality of the service we offer depends to
a large extent on the quality of our network and
this is why we continuously invest in extending
and improving it.
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In 2004, we launched a programme dedicated
to our partners’ sales personnel, so that our
customers always benefit from the same Orange
experience. The APIA Programme (Attitude,
Presentation, Investigation, Attention) is aimed at
implementing an approach in our partners’ shops
based on creating an efficient and long-lasting
relationship with each customer.
The programme involves the ongoing evaluation
of sales personnel in order to place them in
various performance level categories; establish
where improvement is needed; and organise
dedicated training modules, as well as to reward
all those involved. Training sessions will take
place both in the classroom and in the shop
where those involved work, with discussions
focused on real life situations faced by the sales
personnel during their daily activity.
In 2005 we organised over 1,000 training
sessions focused on improving the results
obtained by each member of the sales team.
our customers
In 2006, we intend to focus on two issues
brought forward by our customers – the waiting
time when calling Customer Services, and the
clarity of information sent to our customers.
We intend to:
implement specific systems aimed at
increasing the efficiency of Customer Service
activity, and reaching a higher performance
level for this service
use outsourcing for calls on certain topics
which require more time to solve
give our customers a detailed description
of the offer they have chosen in the letter
accompanying the contract
always keep the information in the Customer
Service interactive menu up-to-date and
accurate
increase network coverage in rural areas.
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target
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our suppliers
we develop honest and transparent relationships
with suppliers
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our suppliers
Orange works with a large number of suppliers,
covering a wide range of activities, relating to
our needs for: network equipment; employee
training; mobile phone content; office supplies
and various other products and services. The
relationship we develop with these partners
is highly important for us, as the quality of the
services and products they deliver has a direct
impact on the Orange brand and company
performance.
This is why we make sure that the demands we
send to our suppliers include clear specifications,
and that we also discuss with them the terms of
our collaboration.
To ensure that we use a fair selection process
and always make the best decision, we
implemented a new procedure in 2005 on
how we choose our suppliers. We also run
a continuous evaluation of their activity via a
dedicated application, implemented in 2004.
Our objective is to continue to develop honest
relationships with all of our suppliers, both at
local and at Group level.
21
Orange in the community
we support and communicate with the
communities where we operate
22
Orange in the community
Through our Corporate Responsibility
Programme we intend to play an active role in
society and add value within the community.
This is why we are involved in various projects in
the field of education, communication and social
services, as well as in volunteer work.
programmes for students
Orange school
In 2005, Orange continued to develop the
Orange school training programme for students,
in order to meet their needs for development and
for a more direct interaction with the business
environment, and to give them a better start
in their professional careers. This is an Orange
concept, and collaboration with college students
has been a tradition at Orange for five years.
More than 100 students have taken part since
the beginning of these programmes (School of
Sales, School of Marketing, School of Sales and
Marketing, and School of Customer Experience),
and many of them are now working with Orange
Romania, in various departments.
The programme was called School of
Communication, and its objective was to improve
young people’s communication skills and to
show them the numerous perspectives of human
interaction, through communication. Another
objective was to identify the best students
among those who joined this programme, for
potential recruitment.
The School of Communication was addressed to
students in their final years of college and young
graduates from higher education institutions.
Over 500 students sent their resumés with a
view to attending School of Communication
courses, and following the selection process,
20 of them – the best and most creative ones
– took part in this programme from
April 22-June 10.
The course covered all stages necessary
in order to reach its objective – from
presenting theoretical concepts, to fostering
the participants’ interest and involvement in
situations especially created to support the
concepts. Case studies, applications and
exercises were added to theoretical concepts,
and prominent guests from the field of
communication, such as Bodgan Naumovici,
and Aneta Bogdan, who was the programme
trainer, made the School of Communication an
important milestone for the young participants.
School of Communication
23
Orange in the community
Seminar for students
We believe that by interacting with young people
at the very start of their journey, and giving
them the benefit of our experience, we can be
extremely useful to them in the development of
their professional careers. This is why we get
involved in organising events that allow us to
communicate more with them.
In 2005, together with the AEGEE students’
organization, we also organised a seminar for
professional guidance and career development,
attended by 22 students selected from more
than 500 enlisted.
Whenever we meet with students, we always
deliver the same message: attitudes and
aptitudes determine the altitude one reaches
in life. The process of building a winner’s
attitude starts the minute one understands that
training and involvement lead to spectacular
performances.
In such meetings with students and graduates,
we try to attract and keep those who are close
to our brand values. A person’s character is
not shaped within the organisation, but it is
there that it finds common values to identify
with and then that person can become loyal,
outstanding. Young students and graduates,
without any professional experience, but with a
natural inclination for the values of our brand, will
embark with us on a fascinating journey to find
themselves and achieve professionally. Those
who are confident, dynamic and ambitious, who
already want to set objectives and aims, will
manage to get a job in our company.
24
Orange in the community
access to communication
Communication is essential for the economic,
social and cultural development of communities
and of society in general. There are localities
in Romania, in more isolated areas, which still
do not have access to modern communication
services.
We provide communication services which we
constantly develop in order to deliver a unique
communication experience, that’s as simple and
as intuitive as possible, to improve people’s lives.
We also believe it is important to get involved in
the development of the community, utilising our
technology.
Orange was the first operator to get involved
from the very beginning in the Universal
Service project, initiated by the National
Regulatory Authority for Communications. In
2005, we established telecentres in five villages
in Romania, where people now have access to
the public telephone network, fax and internet:
Colacu, commune of Racari, Dambovita county;
Barla, commune of Barla, Arges county; and
Poiana Marului, commune of Malini, Suceava
county. The objective is to provide rapid access
to information for people in those communities,
to help them communicate more easily, and
encourage the economic development of those
regions. Orange will continue to implement such
telecentres in 2006.
Orange was the first telephony operator to get
involved in this project, and of the nine integrated
networks in the project’s pilot phase, Orange
implemented six, in the following localities:
Corund, Harghita county; Ostra, Suceava
county; Albestii de Muscel, Arges county; Sinca,
Brasov county; Aninoasa, Hunedoara county;
and Lapusnicu Mare, Caras Severin county.
These virtual networks connect the main social,
economic and educational institutions in the
local communities – school, town hall and library
– with the Public Internet Access Point.
The implementation of these networks
will contribute, among other things, to
expanding access to modern information and
communication technologies in rural areas;
improving computer literacy; and modernising
the educational and training process.
Through involvement in the “Knowledge-Based
Economy” project, Orange contributes in terms
of a better access to communication and
information for people in those areas, promoting
sustainable development for rural communities.
Another project launched in 2005 supports
the development of communities and aims
to minimise the gap in terms of providing
access to information in digital format for
the entire population. The KnowledgeBased Economy project, coordinated by the
Ministry of Communications and Information
Technology, concerns the implementation of
Local Community e-Networks in localities at a
disadvantage from the point of view of access to
information.
Telecenter
25
Orange in the community
environment conservation and development of rural communities
In 2005 Orange partnered the ADEPT
Transylvania foundation in support of an
innovative project dedicated to the conservation
of landscape biodiversity and the development of
rural communities.
The project is aimed at a 100,000 hectare area
in the Saxon Villages region of South-Eastern
Transylvania. This is an important region from
both the ecological and cultural point of view,
with a remarkable biodiversity of flora and fauna,
including many species threatened with extinction
at international level. Nevertheless, there are a
number of immediate threats to the biodiversity
of the area: abandonment of grasslands;
unsustainable forest management; lack of
information; and intensive use of pesticides and
artificial fertilisers that can easily and permanently
affect the rich flora and fauna and pollute water
courses.
The project aims to increase the welfare of
the local community, bringing development
opportunities for diversified rural businesses, and
providing specialised training and consultancy,
while at the same time protecting the
environment. Farmers will receive help in getting
financial support and in identifying opportunities
to market products and services – such as rural
tourism and crafts – which will increase their
income.
We believe in the future and we understand that
the Orange vision can become a reality only if we
take care of the environment around us.
The objective of the project is the conservation
of the area’s biodiversity and promotion of
sustainable development, at the same time
offering direct benefits to local communities. The
programme will start in the commune of Saschiz
and consist of actions aimed at encouraging the
commune’s economic development by continuing
the practice of traditional farming in the spirit of
biodiversity conservation, encouraging crafts,
establishing small enterprises and developing
agro-tourism.
Local community involvement is the key to
success in this project, and educational activities
will play an important part in order to promote the
understanding that conservation of natural and
cultural heritage offers a way to a better future for
the local population. Materials will be created for
school presentations, and a village information
and educational centre will be established.
Saschiz village where the pilot project of Adept foundation for
environment conservation was launched
Village from Saschiz commune
26
Orange in the community
volunteer work
In all the projects we get involved in, we want
to offer our employees as many opportunities
for volunteering as possible, since we believe it
is important to contribute not only with financial
resources, but also with our time and expertise.
This is why we developed the programme for
volunteer work, you for the community.
We continued the painting campaign started
in 2004, which helped turn the special school
for hearing-impaired children in the Damaroaia
neighborhood in Bucharest into a cheerful,
friendly space that can bring a smile to children’s
faces, making them feel better.
volunteering campaign, One2One, aimed at
helping hearing- and sight-impaired children
to communicate better with others, make new
friends and widen their horizons. The programme
started with an initiation course in sign language,
joined by approximately 100 Orange employees.
We plan to organise various activities in the
future in order to encourage volunteers to get in
contact and communicate with these children
and their families.
In November 2005, as part of the you for the
community programme, we launched a new
One of the first challenges for volunteers was
to attend the Christmas party organised by
hearing-impaired children from School no. 1 in
Bucharest. The volunteers put on a show for the
children and their parents, using sign language
(and received volunteer certificates).
Sign language course
Orange means communication. Orange means
responsibility.
One of the main corporate responsibility
projects undertaken by Orange is dedicated
to children with sensory impairment (sight
and hearing deficiencies). Communication is
different for them, but equally important. With the
One2One programme we intend to help them to
communicate better and integrate more easily in
society, showing them that we encourage and
support their efforts.
Painting campaign
In December 2005, like every year, we organised
a Christmas Bazaar in our Bucharest offices,
where sight- or hearing-impaired children
exhibited works into which they put a lot of
dedication and passion: holiday cards; Christmas
tree decorations; drawings; glass painted icons;
woven mats and many other objects. Donations
from Orange employees helped fill Santa’s bag
with gifts for these children, and the Bazaar
was a real success, as the children enjoyed the
opportunity to take pride in their work, while
the Orange employees were there for them and
visited the exhibitions in large numbers.
Christmas Bazaar
27
Orange in the community
On 10 December, together with the Romanian
Radio Society, Orange organised a Christmas
Carol Concert in the Radio Hall in Bucharest to
send a Christmas message to all partners and
bring the holiday spirit into the hearts of the
sight- and hearing-impaired children to whom
this event was dedicated. Alongside artists
like Narcisa Suciu, Paula Seling, Grigore Lese
and groups of singers from various regions of
the country, we were joined by the “Cheerful
Singers”, a choir of sight-impaired children from
the Vatra Luminoasa School in Bucharest. Over
the years, this school has produced generations
of talented voices, but the choir performing in
this show is even more special: it is the first choir
of children with special needs ever to be invited
to Great Britain to perform concerts not for own
benefit, but for English children with terminal
illnesses.
Christmas Concert
On behalf of each guest, Orange made a €5
donation for children with sensory deficiencies,
through the Light into Europe foundation. Orange
customers, partners and employees were invited
to the concert, with almost 900 attending.
The children from Rosiorii de Vede Center
To bring the spirit of Christmas into the hearts
of children without family and of elderly people
who live in difficult conditions, Orange employees
throughout the country organised their own
fundraising campaigns in order to be able to offer
them presents.
Employees from the Cluj region offered presents
to 80 elderly people from Cluj-Napoca with
very low incomes, and to several children in the
care of the Romanian Foundation for Children,
Community and Family. Christmas celebrations
both for children in the Centre for Minors from
Timisoara, and for elderly people with the lowest
pensions in this town, were merrier and richer
thanks to Orange employees from the Timisoara
region, who offered them presents.
140 children from the Rosiorii de Vede
Placement Centre welcomed Santa Claus
this year. Orange employees from the Sales
Department in Bucharest initiated this action,
and offered the children presents and a special
Christmas meal. The involvement of Orange
and of other companies made it possible for
children to enjoy unforgettable trips to Timisul de
28
Sus, where they had a lot of surprises, including
competitions, games, birthday celebrations and
sleigh rides in the snow.
Orange employees also got involved in helping
victims of the flooding that affected the whole
country during 2005. An internal fundraising
campaign raised donations from Orange
employees in excess of RON 40,000, which
reached the respective areas through the Red
Cross, who offered victims of the flooding
emergency aid, building temporary shelters and
buying furniture.
The children from Rosiorii de Vede Center
Orange in the community
Youth Parliament
Involving young people in the decision-making
process for issues that concern them directly
is highly important for the development of a
democratic society. Orange aims to support
an enhanced and active involvement of people
in the life of the society by communication
and dialogue, and for this reason we chose
to support the Youth Parliament project,
coordinated by the Romanian Association of
Debates, Oratory and Rhetoric.
The Youth Parliament is a framework for free
expression of opinions and a means of turning
ideas into projects. The efficient involvement
of young people in solving the problems that
concern them is rooted in their right to influence
the writing of policies for the youth, based on
specific values:
■
■
■
The project was launched in all high schools in
Bucharest district 2, and in high schools from
Arad, and is intended for 9th and 10th graders.
The project created two Youth Parliaments:
one in district 2 in Bucharest, and one in Arad.
The elections were held democratically, and
the 85 councilors represent 20,000 pupils. The
young councillors’ mission is to represent their
classmates and their local community and to
become a serious dialogue partner for the Local
Council. They will identify problems in their
communities, propose solutions and work on
specific projects with local councillors at the
town hall.
■
■
■
■
■
■
■
more than 160 volunteers were involved
in the project and promoted it in the 44
participating high schools
more than 18,000 young people got involved in
the project and registered on the lists of voters
on 6 May 2005, election day, more than
12,000 pupils voted for their representatives
in the Youth Parliament
turnout was 67%
the Youth Parliament in Bucharest has 43
members, while the one in Arad has 42
members.
The main outcomes of this project are:
increasing the young people’s level of
involvement in the decision-making process
■ increasing participation of young people from
disadvantaged backgrounds
■ improving the understanding of European
policies and facilitating cooperation among
participants in the project
■ developing young people’s skills through
training sessions, debates and conferences.
■
■
■
human rights
equal opportunities
multiculturalism
access and inclusion
fostering autonomy
fair play
social cohesion.
As a result of this project:
■
■
■
■
■
■
■
76 teachers benefited from training on the
significance of a youth parliament and the
role it plays. The course was addressed
at teachers who have not had a previous
experience of being involved in youth
parliament, the objective being to provide
them with the necessary knowledge and
skills to implement the project in their
respective schools
54 teachers and young people benefited
from debate training aimed at teachers and
young people already involved in the Youth
Parliament project. The course intended to
show participants to what extent debating
and arguing can facilitate their activity with
the Youth Parliament
54 individuals – teachers, social workers
and young people working with the disabled
– attended seminars. The course focused on
aspects related to getting disabled students
involved in order to overcome barriers of
prejudice and discrimination
336 young people attended public advocacy
training which taught them how to plead for
the management of various situations and
problems, to help them improve their activity
with the Youth Parliament
a guidebook for public debates and a
guidebook on the Youth Parliament were
published
representatives of the Youth Parliament
attended various international events and
meetings
training sessions were organised on how to
draft and write a project.
Youth Parliament
sector 2, Bucharest
Voting the members of the Youth
Parliament
29
Orange in the community
help for flood victims
Orange supported those affected by the floods
in Romania in 2005 and donated €200,000 for
the reconstruction of 20 houses in the county of
Galati for elderly people with very low incomes
and no possibility of rebuilding their houses
themselves.
photos
Orange doubled the amount donated by its
employees through the Red Cross and offered
flood victims financial support amounting to over
80,000 RON.
We also joined various fundraising campaigns
initiated by media channels, opening short
numbers so that our customers could donate
by making a call or sending a text message.
We provided support through our technology
and services, offering 30 phones to facilitate
communication in isolated localities and acting
promptly to restore communication in affected
areas.
One of the houses built by Orange in
Galati county
we support the social integration of young people
with sensory deficiencies
“Some of us cannot see or hear,
but this does not prevent us
from doing what we like and we
want to improve so that music
or any other profession does
not represent an impossible
target for us. Some day I will be
a music teacher, I am sure of it”,
said Alina Asavoaie, a
sight-impaired young woman
of 22.
30
Communication is essential for Orange. Our
main objective is to deliver a communication
experience that’s as simple and intuitive as
possible. We believe we can contribute to
improving the communication and integration of
sight- and hearing-impaired children in society.
Since 2004 we have had a partnership with the
Light into Europe foundation, with the
All activities undertaken as part of this project
were intended to give hope, guidance and
support to parents with sensorily-challenged
children, as well as providing educational
support, as extensive as possible, for their
children.
aim of reducing the risk of social isolation for
these young people; encouraging responsible
decisions; fostering children’s exploration of their
potential and talents; and giving them better
chances for the future.
The most important achievements in 2005 were:
The project is focused on communication
and social interaction, and based on ongoing
consultation with children and young people
with sensory deficiencies, in order to develop the
most relevant initiatives.
In 2005, the project:
■
diversified alternative and educational
activities through art, sports and outdoor
activities, with a positive impact on children
■ granted software and training support to
special schools in Bucharest for hearingimpaired children
■ established an IT and internet club for
sight-impaired young people from the Vatra
Luminoasa high school
■ initiated the extension of this programme to
other schools for hearing-impaired children,
in Buzau and Cluj-Napoca.
■
the trip made by the choir of sight-impaired
children from the Vatra Luminoasa School to
Carlisle in Great Britain, to perform in various
concerts and sing in order to raise funds for
a home for children with terminal diseases.
■
adoption of a national standard for sign
language in Romania.
Children with hearing deficiencies communicated
better with the rest of the community, and
were more actively involved in community life,
had greater self-confidence and were strongly
motivated to continue their studies and training.
Pantomime club
Orange in the community
support for the homeless
Official estimates show that there are 15,000
homeless people in our country, of whom
more than 5,000 live in Bucharest. Almost 300
homeless people die on our streets every year.
In 2004, Orange established a partnership
with the Samusocial Association of Romania,
undertaking activity of the Medecins sans
Frontieres organisation, with the objective
of providing support and assistance for the
homeless. In 2005, Samusocial conducted a
sociological survey to improve understanding of
the adult homeless population.
The Samusocial Association helps the homeless
in Bucharest with the following:
■
day & night mobile teams to establish first
contact with them
■ the Emergency Shelter, now equipped with
10 beds, where they can have a warm meal
and a shower
■ a clinic where they can be seen by a doctor,
a social worker and a psychologist. Here, the
homeless benefit from medical check-ups,
prevention of various disorders, a variety of
therapies and micro-surgeries
These are the conclusions of the survey:
■
An increase in the number of women living
on the streets (women make up almost 30%
of Samusocial’s beneficiaries), this situation
being partly caused by the increase in the
number of families living on the streets
■ The presence of second or even third
generation street children and the aging of
former street children. This makes social
work even more complex, since dealing
with them is totally different than dealing
with those who used to have a “normal” life
before ending up on the streets
■ The mortality rate among the adult homeless
is similar to that of the general population,
with more and more victims of chronic
diseases, especially high blood pressure.
However, in the case of the homeless the
disease progresses faster than in the general
population, and they die at a younger age.
This can be explained, obviously, by hygienerelated problems, but especially by the fact
that they do not have access to the public
health care system
■ The incidence of tuberculosis in the adult
homeless is increasing at a worrying rate
(33 cases in 1999, more than 260 cases in
2005).
2004
2005
number of persons encountered
1904
2216
number of social interventions
67
46
number of medical interventions
868
1401
transport to the hospital
20
10
2004
2005
medical check-ups
6908
5876
31
Orange in the community
Consultations are provided by three social
workers, offering information and counseling,
and even escorting individuals to existing social
services, namely the Population Registry within
the Police Offices, in order to help them obtain
identity documents, pensions etc.
A drama project was initiated within the social
work facility in 2004, involving approximately
10 homeless people, with the aim of helping
them regain their self-esteem. The project
was extended in 2005, with the involvement
of homeless people in writing a monthly
newspaper.
The psychological facility performed 138
psychological evaluations during 2005, as well
as 309 individual counselling sessions, while 33
people received counselling to help prepare them
for getting a job.
Results of the social work facility:
32
2004
2005
obtaining a job 47
44
identity card 192
53
rent 29
22
housing 8
3
reintegration with family 2
6
pension 31 50
social canteen 28
54
obtaining financial social aid 16
28
shelter for the elderly 9
6
“Casa Ioana” shelter 100
31
temporary shelter 31 22
Orange in the community
Samusocial is also lobbying to protect and
promote the cause of the adult homeless, with
the aim of seeing an increase in the number of
services for them.
On 13 June 2005, Samusocial organised a
seminar on social emergency at the French
Institute in Bucharest: “Social emergency, an
answer to urban exclusion?”
Also, on 17 October 2005, on the occasion of
the “Night for Homeless Adults”, Samusocial
officially launched a lobbying action to reduce
the number of homeless persons who die on the
streets through the creation of a Big Cold Plan in
Romania and in Bucharest.
Samusocial launched a poster campaign to
promote a more favorable perspective and a
positive attitude among the general public with
regard to the “homeless” issue.
poster
For 2006, our targets are to:
continue to play an active role and add value
in the community, and to develop the current
community involvement partnerships
provide information to the general public on
our community involvement projects and
their achievements
involve Orange employees as volunteers in
our community projects.
symbol
target
33
the environment
we manage our environmental impacts
responsibly
34
the environment
Orange acknowledges the importance of our
responsibilities concerning the impact our activities
have on the environment, and on the health of our
employees and the general public.
Orange, like other mobile operators from all over
the world, uses a network consisting of stations
that send and receive electromagnetic signals,
which enable communication between one mobile
phone and another or between one network and
another. Each station provides coverage for a
pre-determined area and can support a limited
number of calls at a certain moment, so in order
to answer ever-increasing communication needs
and provide customers with new services we
need to continuously invest in improving and
extending our network.
Our commitment is to achieve our objectives
in a responsible way, in partnership with
communities, as well as with local and national
authorities. Orange activity is based on licenses
granted by the Romanian state, in full compliance
with relevant international legislation. The
telecommunication sector is also regulated by a
dedicated institution.
At international level, the last years have generated
a series of research projects and studies on the
impact of mobile telephony networks on health,
and the conclusion reached so far is that there is
no direct connection between exposure to mobile
telephony networks radiofrequency fields and
health impairment, at levels below the international
guidelines on exposure limits published by
the International Commission on Non-Ionizing
Radiation Protection (ICNIRP).
ICNIRP set certain levels with regard to the
exposure to radiofrequency fields. Guideline
levels were also set at a national level by the
General Labor Safety Norms and by Order no.
1007/2002 issued by the Ministry of Health and
Family. Orange Romania follows both national
and international standards. In 2005, following
requests by local communities and authorities, we
measured the power density of the radiofrequency
electromagnetic field in seven localities: the results
reflected values far below the limits set by the
relevant Romanian and international legislation.
In July 2005, the World Health Organisation
stated: “To date, all expert reviews on the health
effects of exposure to radiofrequency fields have
reached the same conclusion: there have been
no adverse health consequences established
from exposure to RF fields at levels below
the international guidelines on exposure limits
published by the International Commission on
Non-Ionizing Radiation Protection”.
We make sure that all mobiles sold in our
shops comply with the requirements set by
the International Commission on Non-Ionising
Radiation Protection.
The information regarding levels of radiofrequency
field exposure from handsets (SAR) is visible for
our customers in three different ways:
■ being published by each handset producer
inside the handset’s user guide – available in
Romanian, as a compulsory requirement by
the Romanian legislation;
■ being posted inside our shops in a visible
manner, near each model of handset
presented in the windowpane ; the SAR
definition is also posted distinctly.
■ being published on Orange Romania website,
for each model of handset
The church from Satchinez village
If future research activities determine that changes
in the admissible limits for the radiofrequency
density are required, Orange will comply with
these guidelines, whatever they might be.
One of the ways in which our equipment can
have an influence on the environment is its
visual impact and this is why we make sure that,
wherever necessary, our equipment integrates into
the surrounding landscape. One of our objectives
is to show special attention to natural regions
and regions with a historical and architectural
relevance when we install new emission-reception
stations. In 2005, in compliance with requirements
formulated by the local urban planning authorities,
we integrated radio equipment into the landscape
so that it does not interfere with the architectural
image of old buildings in the following locations:
■
the city of Sibiu, the Roman-Catholic Church
■
the locality of Satchinez, the local church.
The Roman-Catholic church in Sibiu
Antenna located in the tower of the Roman-Catholic church
in Sibiu
35
the environment
60% of our stations are located on existing
structures or on structures shared with other
companies. This reduces the need to build new
stations and it also minimises the visual impact
on the environment.
In 2005, we launched an internal paper-recycling
programme, with a paper recyling bin in each
office. At first, the programme was launched
only at the central headquarters, but, over the
year, it was extended to all of our Bucharest
offices. In 2006 we intend to cover all regions
where we develop our activity.
In 2005 alone, this programme enabled 13.68
tones of paper to be recycled.
photo with recycle bin
Recipient for collecting the paper for
recycling
We also monitor our fuel and power
consumption and the impact of this on the
environment.
Orange Romania uses network batteries to
ensure network autonomy. Romanian legislation
on environmental protection requires the
recycling of used network batteries, and in 2005
we recycled 69.4 tonnes of network batteries.
2005
consumption level
CO2 emission levels
electric power
44.934.280 KWH
148.354,45 tone
fuel (transportation)
1.249.834 l
3.049,92 tone
During 2005, Orange was not involved in
any legal cases due to environment-related
accidents.
Objectives for 2006:
In 2006, Orange intends to launch UMTS
technology, so we will need to develop a 3G
network to provide our customers with data
services at far higher transfer rates, and enable
us to extend applications and content for mobile
phones. We will achieve this in a responsible
manner, by considering all aspects related to
the environment, existing regulations and the
communities we are going to work in.
to continue measuring the power density of
the radiofrequency electromagnetic fields
both at our offices and upon request from
community representatives
to build a new green site in Brasov
to extend our paper collection programme
with all Orange Romania offices
for all new purchases, to only invest in A/C
gas equipment that has no negative impact
on the ozone layer (R410 or R407)
to prepare all procedures in view of the ISO
14001 certification.
symbol
36
target
Independent Verification Statement
To the Management of Orange Group
We have performed the procedures agreed with you and described below in order to:
■ Report on the progress made in the implementation of the Orange Group Corporate Social Responsibility (CSR) framework at national
level.
■ Review the consistency of the content of Orange Romania’s CSR Report (“The Report”) in accordance with our scope of work
Orange Romania management has prepared the Report and is responsible for the collection and presentation of information within it. Our
responsibility in performing our activities is to report our findings to Orange Group management in accordance with the terms agreed.
Our scope of work
There are currently no internationally recognized assurance standards for corporate social responsibility reports. We have therefore
undertaken the agreed procedures outlined below to review progress on CSR during 2005 and to provide a basis on which to challenge
the Report. Our agreed procedures do not constitute an audit in accordance with the International Standards on Audit and Assurance, but
allow us to report our findings and observations.
We completed the following agreed procedures:
■
We have reviewed the reporting protocol prepared by Orange Romania to understand the processes in place for CSR stakeholder and
issues mapping, collection and reporting of CSR information.
■ We have reviewed the Report content to identify the major statements related to Orange Romania’s main achievements in the field of
CSR performance and Group CSR framework implementation.
■ We have conducted interviews with 22 key management and functional people with responsibilities for the CSR program (human
resources, environment, health and safety, external communications and public relations, quality, customer service, network
operations, marketing, procurement) to assess the implementation of CSR processes.
■ We have looked, on a test basis, for underlying evidence including minutes of CSR committee, internal procedures, instructions and
notes, contracts, internal and external surveys and other relevant documents to support the implementation of these processes and
the statements identified previously.
The scope of our work did not include a review of the data contained in the Report.
Our Findings and Observations
With regards to the implementation of the Group CSR framework, based on the scope of work described above, we have observed at
Orange Romania that:
■ The Working Group established to oversee CSR implementation meets regularly and has updated the mapping of stakeholders’
issues.
■ Communication activities have taken place to raise employee’s awareness of the CSR policy and of the initiatives related to CSR.
■ Key CSR issues presented in the Report have been selected by Orange Romania from the internal CSR processes. Cross-matching
between the internal mapping of key issues and the key issues expressed by stakeholders has been done for customers and needs to
be extended to all stakeholders.
■ Targets on CSR performance have been updated taking into account issues prioritization. Progress against the targets has been
reviewed on a regular basis and is set out within the Report.
Based on the procedures performed, the Report’s content is consistent with our findings and observations.
Paris - La Défense, iunie 2006
Jean-Yves Jégourel
ERNST & YOUNG Audit
Ernst & Young
Eric Duvaud
ERNST & YOUNG
Environment & Sustainability
37
Appendices
38
appendices
Our Business
Principles
Orange has a strong brand and this would not
be possible if, in everything that we do, we did
not abide by ideas we all believe in.
At Orange Group level, we defined a set of
business principles that guide our behaviour as a
company, and are an expression of the Orange
brand values. These principles reflect the way in
which we build relationships with our partners,
our employees and the community in which we
operate, as well as our commitment to minimise
our impact on the environment.
listening
We will listen to our stakeholders and
balance their needs
We will listen to and engage with our diverse
group of stakeholders, including public interest
groups, respecting commercial and personal
confidentiality.
We will communicate openly and transparently.
We will make regular, independently audited
and verified reports on our social, ethical and
environmental performance.
We will communicate our position to
governments on matters affecting our business
and our stakeholders.
integrity
corruption or the offering, payment or
acceptance of bribes.
We will provide an environment where employees
are able to seek advice on ethical issues or
potential conflicts.
We will not make financial contributions to any
political party
employees
We will provide employees with a fair and
safe working environment
We will provide a healthy and safe workplace for
our employees and contractors.
We will provide fair employment terms and
conditions.
We will foster working environments where
mutual respect, participation and trust prevail.
We will not tolerate harassment in the workplace.
We will safeguard the confidentiality of our
employees’ personal information, in keeping with
relevant laws.
We will encourage and help employees to
develop skills that further their personal and
professional development, throughout their
working lives.
customers
We will deliver quality, value and excellent
service to customers
We will do business with integrity, honesty
and fairness
We will deliver quality and value for money, and
always endeavour to put customers first.
We will work to build business relationships
based on trust, fairness and openness.
We will follow responsible marketing practices.
We will make sure that our customers can
make informed choices based on honest
and straightforward information. We will
provide information about health, safety and
environmental aspects of our products and
services.
We will encourage application of business
principles consistent with our own through our
business relationships.
We will require employees to avoid personal
and financial conflicts of interest and to
reject fraudulent practice. We will not tolerate
We will protect the confidentiality of information
given to us by our customers in keeping with
relevant laws.
39
appendices
suppliers
environment
We will develop honest and transparent
relationships with suppliers
We will manage our environmental impacts
responsibly
We expect our suppliers and contractors to
follow principles similar to our own. We will
work with them to ensure they understand and
embrace our business principles.
We will work to understand and manage our
impact on all aspects of the environment: at a
global, national and local level.
We will be clear in our supplier contracts and
honour agreed payment terms.
We will strive to minimise our environmental
impact in our own operations and by working
with our stakeholders.
We will respect the confidentiality of information
given to us by our suppliers, in keeping with
relevant laws.
We will develop relationships with global and
local suppliers, to deliver consistent quality and
competitively priced services to our customers.
communities
financial
We will support and communicate with the
communities where we operate
We will achieve our financial goals and build
long-term success responsibly
We will contribute to communities where
we operate and recruit staff locally wherever
practical.
We will strive to achieve the highest standards
of business practice, beyond the minimum
standards set by statute and regulation.
We will work to understand peoples’
environmental and health concerns and ensure
that our transmitter sites meet, and where
practical, exceed national or international safety
standards.
We will seek to create sustainable operations
that deliver a return to our individual and
institutional shareholders and that benefit our
employees and the countries where we operate.
We will continue to invest in, and monitor,
independent scientific research into mobile
telephony and health.
We will support community programmes that use
our technology, resources and our core skills in
communication to enable people to participate
more fully in society.
40
We will make our business an attractive
investment by building a solid track record and
good growth prospects, operating responsibly
and being open with investors. We will aim to
meet the expectations of ethical investors.
appendices
Other sources of information on corporate social responsibility
You can find information on corporate social responsibility actions developed by other Orange subsidiaries by accessing these links:
Orange
Orange
Orange
Orange
Group
UK
Switzerland
Netherland
www.orange.com/responsibility
www.orange.co.uk/about Orange/corporate responsibility
www.orange.ch/about us/responsibility
www.orange.nl/about Orange/company/society
Institutions and Organisations from the field of Corporate Social Responsibility
CSR Europe
Business in the Community
Global Reporting Initiative
www.csreurope.org
www.bitc.org.uk
www.globalreporting.org
Specific information on health and the mobile telephony sector
International Commission on Non-Ionizing
Radiation Protection
World Health Organisation
United Nations Environment Programme
www.icnirp.org
www.who.org
ww.unepie.org
Our Social Responsibility programme is only just beginning, and we realise that it can be improved and extended.
We believe that open and transparent communication is the best way to make progress, which is why we encourage any suggestions or
comments you may have on the present report, or on our Social Responsibility programme in general. Please support our activity by writing to
us at [email protected].
to be continued...
The pulp used in the manufacture of the
paper for this report is from renewable
timber produced on a fully sustainable basis
and has been bleached by an elemental
chlorine free basis (ECF). This paper is
suitable for recycling. The paper used for the
cover of this report is made from 55% virgin
wood pulp and 45% post consumer waste.
Orange Romania SA
Europe House
Bd. Lasc`r Catargiu, nr. 51-53
Sector 1, Bucure[ti, România
Tel: 203 30 00
Fax: 203 35 99
www.orange.ro
[email protected]