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TableofContentsCEOSpeak01AbouttheReport03AboutVodafoneIndia05VodafoneIndiaMission10VodafoneCares12Education16-RaiseYourHand17-HealthSafetyandWell-being19-MobilesandHealth21-EmpowermentThroughEducation23Empowerment24-M-Pesa25-EmpoweringCommunities27-EmpoweringWomen31-EmpoweringCustomers33-EmpoweringEmployees35-EmpoweringSuppliers37-EmpoweringBusinesses40Environment42-LEEDBuildings43-ConservingEnergy45-WasteManagement50-ReducingEnvironmentalImpact52SustainabilityMetrics54AssuranceStatement55Glossary59GRIContentIndex60 DearReaderItisaproudmomentformetointroducethefourtheditionofourannualsustainabilityreportFootprintsIV-Stepstodayforabettertomorrow.ThisreportchroniclestheinitiativesundertakenduringtheyearaspertheGlobalReportingInitiativeGRIG4guidelineshighlightingtheissuesthatweconsidermaterial.Wearefortunatetobeapartofanindustrythatconnectsandempowerspeopleenablesinclusivenessandfurtherscommunitycauses.In2007whenVodafonestarteditsoperationsinIndiaweknewthepotentialofmobilecommunicationsbutcouldnotpredictthatwewouldbeabletotransformthelivesofapproximately170millionpeople.Themostrewardingpartofthisjourneyhasbeentheopportunitytoconnectpeopleandcontributetothesocio-economicdevelopmentofthecountry.Thishoweverisjustthebeginningandthereisasignificantopportunitytocontinuetodriverealchangeandprogressthroughconnectingpeoplewhohaveneverbeenconnectedbeforegivingthemanopportunitytoaccesstheinternetandprovidingproductsandservicestailoredtotheirneedsthatenablethemtoimprovetheirlivelihood.Weareexcitedbytheopportunitytocreatepositivesocialandenvironmentalchangethroughmobileserviceswhilegrowingourbusinessandwillcontinuedoingthat.Vodafoneaspirestobethemosttrustedrespectedandsuccessfultelecommunicationsoperatorinthecountry.Weseeourcustomersemployeesshareholdersandthecommunityweoperateinasourmostimportantstakeholders.Asapartofourstrategytocreatevaluewehavedevisedinitiativesinregardtomanagingoursocialeconomicandenvironmentalimpactandensurethatourinitiativesarealignedtoourstrategicpriorities-reducingenergyconsumptionenhancingconnectivityandcustomerexperiencecommunitydevelopmentwastemanagementanddevelopmentofhumancapital.Operatingresponsiblyisessentialtoourlicensetooperateforitdeliverscommercialadvantagestothebusiness.Thishelpstoturnpotentialrisksintoopportunitiesandenhancethecontributionofourproductsandservices.Byactingwithhonestyandintegritywesecurethetrustofourstakeholderswhichisintegraltothelong-termsuccessofourbusiness.AcknowledgingourresponsibilitytowardssocietywehaveengrainedsustainabilityinVodafoneIndiasMissionandstrategyshapingthewayweconductourbusiness.WebasesustainabilityononesimpleprincipleEverythingthatweneedforoursurvivalandwell-beingdependseitherdirectlyorindirectlyonournaturalenvironment.Asitscustodianstheonusisonustoensurethatwemeettheneedsofthepresentwithoutcompromisingtheabilityoffuturegenerationstomeettheirownneeds.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1401CEOSpeak avoidrecurrenceofsuchunfortunateincidentsandfurtherstrengthenedourresolvetowardsachievingzerofatalitiesbyprovidingadditionalimpetustoourprogrammesandinitiativesfocusedoncreatingaSafetyFirstCultureacrosstheorganisation.IamparticularlyproudoftheparticipationandimpactcreatedbyouremployeesthroughvolunteeringprogrammeslikeRaiseYourHandandWorldofDifferenceandalsosupportgarneredduringGivingChampionshiptoenablethousandsofgirlstoenrollbackinschool.Youwillreaddetailsabouttheseinitiativesandmanymoreinthepagesahead.Reflectingthetruespiritofsustainabilitythisreportisbeingpublishedonlyinthedigitalformat.Furtherinaccordancewithourcommitmenttocontinuallyraisethebarofoursustainabilityreportingthisreporthasbeenfurtherassuredbyexternalauditors.Whileexploringopportunitieswhereourproductsandservicescanbringfurtherbenefitstosocietywearealsoresearchingthepotentialforourtechnologytofurthercontributetosustainableliving.SustainabilitytousisacontinuousunendingjourneypivotedonthebeliefWhatisgoodforsocietyisgoodforbusiness.Byremainingtruetothiscorebeliefinthoughtandactionwewillcontinuetocreatevalueforallourstakeholdersandforourselves.MartenPietersMDCEOVodafoneIndiaLimitedVodafoneCaresisourplatformtointegrateandshowcaseallthegoodthatVodafonedoesinIndia.TheinitiativesunderVodafoneCaresarebuiltaround3EsEducationEmpowermentandEnvironmentthestrategiccomponentsthatdriveoursustainabilityagenda.LastyearwelaidemphasisonimprovingdiversitywithintheorganisationandcontributingtosocietymoremeaningfullyhencestrengtheningtheVodafoneCaresplatformpanIndia.Thisyearwemadegoodprogressinourongoingprojectsandalsolaunchedseveralnewinitiativestoupscaleourprogrammesinanefforttomakethemmoreholistic.Thishasnotonlyhelpedfulfillthetargetswehadsetoutinitiallybuthasalsoenabledustomakeawiderandfarmorepositiveimpactonsociety.WetookseveralstepsforwardtowardsfulfillingourcommitmenttogreentelecombyreducingourcarbonfootprintGreenHouseGasGHGemissionsandmakingourbuildingsdatacentresandnetworkoperationsmoreenergyefficient.Wehavealsobeensuccessfulinincreasingthediversityquotientacrosslevelswithinthecompany.Asanemployerofchoiceforover12000employeesacrossthecountrywetakethehealthandsafetyofouremployeesseriously.Ourfocusonadherencetothesevenabsolutesafetyrulesledto233livesbeingsavedbutdespitebesteffortswealsoincurredeightfatalitiesduringthecourseoftheyear.WehavetakenallnecessarymeasurestoAcrosssectors-educationempowermentagriculturehealthcarefnancialinclusionruraloutreach-theprogressenabledbymobileisunparalleled.Furthermoreisthebeyondquantitativeimpactthefeelingofbeingconstantlyengagedandenabledtheabilitytodoseveralthingsatamereclickandasperownconveniencethepowertoshareandexchangeinformationtwo-wayiswhatmakesthepowerofthemobiletrulyastounding.-MartenPietersStepstodayforabettertomorrow Withover900millionmobiletelephonysubscribersIndiaisoneofthelargestandfastestgrowingtelecommarketsintheworld.SecondonlytoChinatheIndianindustryhasemergedasakeydriverofcomprehensiveeconomicgrowthandsocialdevelopment.Inthelasttwodecadesmobileshavetrulytransformedthewaypeopleengageandinteract.Seamlessconnectivityandeasyavailabilityhavemademobileservicestheengineforacceleratinginclusionandpropagationofinformationacrosssectors.Aftertransformingthewaypeopleconnectcommunicateandengageitisnowrevolutionisingthewaysthatpeopleentertainshopbankandtransact.Thedevelopmentaldomaintoohassignificantlybenefittedwiththeadvancesinboththemobilereachandtechnology.Theprogressenabledbymobileacrossvariedsectorssuchasagriculturehealth-carefinanceeducationhasbeenunparalleled.Fasterdeploymentandupscalingofprojectsinstantinformationflowforrealtimemonitoringandrequisitecorrectiveinterventionsconsistentlybeingconnectedevenwhennotphysicallypresentoraccessiblehavebecomepossible.Theseelementsarecriticalwhileworkingatthegrassrootlevelandinremotelocations.Amobilekeepsanindividualconnectedenablesonetodomultiplethingsatamereclickasperonesconvenienceandempowerstoshareandexchangeinformationtwo-way.Thismakesthepowerofmobiletrulyastounding.Whatisoftenreferredtoasthelastmileconnectivityusingthemobileisjustthefirststeptowardsopeninganewworldofinformationandservicesgiventhehugepotentialitcanunbridle.ThetruemobilerevolutionhasjustaboutbegunandVodafoneIndiaiscommittedtocatalyseit.WithitsnationwidenetworkandoperationsVodafoneIndiaisattheforefrontinprovidinginnovativeaffordableandcustomerfriendlyservicesthatenablepeopletoconnectandcommunicatewitheachotherinaseamlessmanner.BeingaleadingplayerinthetelecomindustryitaimstoleadthepathnotonlythroughproductsandservicesbutalsoviasustainabilityandCSRinitiatives.AtVodafoneIndiatheneedtoengageinresponsiblepracticesisledbyanintensedesiretocontributepositivelytowardsthethreepillarsofsustainabilityandCSRSocialEconomicandEnvironment.TheMissionVisionandValuesoftheorganisationclearlyreflectitscommitmentnotonlytothedirectstakeholdersbutalsotothesocietyinwhichitoperates.FootprintsIV.VodafoneIndiaSustainabilityReport2013-14AbouttheReport03 VodafoneCaresisaplatformthatingratesallthegoodthatVodafoneIndiadoesforthesociety.AllthesocialinitiativesundertakenarecategorisedunderthethreepillarsofEducationEmpowermentandEnvironment3EsonwhichtheVodafoneCaresplatformrests.These3Esaligntheorganisationseffortstowardsbeingasociallyresponsiblecompanyandtomakeameaningfuldifferencetoitsemployeescustomersandthecommunityatlarge.In2011VodafoneIndiabecamethefirstorganisationinthetelecomindustrytovoluntarilystartpublishingitsannualSustainabilityReportFootprints.Overtheyearsithasconsistentlyendevaouredtoraisethebarofitsreportinginlinewiththeevolvingglobalreportingframeworksandpublishingitonlyinthedigitalformatconformingtothetruespiritofsustainability.FootprintsIVStepstodayforabettertomorrowthefourtheditionofVodafoneIndiasannualSustainabilityReportispreparedforthereportingcycleFY2013-14.ItfollowstheGRIG4GuidelinesandisinaccordancewithaCoreoptionreport.AdditionallythereporthasbeenexternallyassuredbyanindependentassuranceproviderDNVBusinessAssuranceIndiaPvt.Ltd.usingtheAA1000AS2008type2Moderatelevelstandard.ThroughthisreportVodafoneIndiaaimstoprovideitsreadersaglimpseofitsprogressinenablingeconomicenvironmentalandsocialdevelopmentdoingmorewithlessincreasingaccessibilityandbeingaresponsibleorganisation.VodafoneIndiaisambitiousinthemannerinwhichitmanagesitswide-rangingresponsibilitiesandhavestrongsystemsandprogrammesinplacetoTreatemployeesfairlyReduceimpactontheenvironmentEnsurestrictandethicallabourandenvironmentalstandardsforsuppliersLeveragethepowerandpotentialofthemobiletechnologyandplatformtoaddressdevelopmentalchallengesContributetosustainabilityandcorporatesocialresponsibilitythroughtheirFoundationandthein-houseCorporateSocialResponsibilityteamThisreportrespondstokeymaterialaspectsforitskeyinternalandexternalstakeholdersidentifiedascustomersemployeessuppliersNGOsindustryexpertsandregulatoryauthoritiesaswellasthecommunitiesVodafoneIndiaoperatesin.VodafoneIndiawillcontinuetoworkwiththeidentifiedstakeholdersinthefutureaswell.VodafoneIndiahasreportedonstandarddisclosuresthestakeholderengagementprocessandthematerialissuesidentified.AbriefoverviewofthematerialissuesselectedhasbeenexplainedunderthesectionofVodafoneCaresandthereafteringreaterdetailunderindividualchapters.ThescopeofthisreportcoverstheTripleBottomLineTBLperformanceofVodafoneIndiaandaspectboundarywhichislimitedtoentitiesoverwhichVodafoneIndiahassignificantinfluenceandorcontrol.DisclosuretoManagementApproachDMAforgenericaspectshasbeenpresentedinthesectionsexplaininghowthelistedmaterialissueshavebeenidentifiedandmanagedbyVodafoneIndia.AdetailedGRIIndexhasbeenprovidedattheendofthereportreferencingthedisclosures.InanendeavourtoshowcaseVodafoneIndiascommitmenttowardsenvironmentalsustainabilitythisreportisdigitallypublished.PrecautionaryStatementThisreportcontainsforward-lookingstatementsdescribingVodafoneIndiasobjectiveprojectionsestimatesandexpectations.Actualresultscoulddiffermateriallyfromthoseexpressedorimplied.ImportantfactorsthatcouldmakeadifferencetotheorganisationsoperationsincludeamongotherseconomicconditionsaffectingdemandsupplyandpriceconditionsinthedomesticandoverseasmarketsinwhichVodafoneIndiaoperateschangesintheGovernmentregulationslawsandotherstatutesandincidentalfactors.VodafoneIndiaimplementsmanagementsystemstoaddressvariousaspectsofqualityhealthandsafetyenvironmentandinformationsecurity.Furtherinanefforttonullifyhazardsandprohibitaccesstogeneralpublicvisiblewarningsignsareaffixedatalltowersites.VodafoneIndiaalsohasarobustEMFmonitoringmechanisminplace.Stepstodayforabettertomorrow VodafonePlc.isoneoftheworldslargesttelecommunicationscompaniesprovidingawiderangeofservicesincludingvoicemessagingdataandfixedbroadbandtoover434millioncustomersglobally.Ithasequityinterestsintelecommunicationsoperationsinnearly30countriesandaround50partnernetworksworldwide.VodafoneIndiaisa100fullyownedsubsidiaryoftheVodafoneGroupPlc.withoperationsacrossthecountryservingapproximately170millioncustomers.Commencingoperationsin2007Vodafoneinitslong-termcommitmenttoIndiahasbuiltarobustbusinessinahighlycompetitiveandpricesensitivemarket.VodafoneIndiahasbeenprovidinginnovativecustomerfriendlyandreliableproductsandservicesbycontinuouslydifferentiatingitselfwithastrongbrandbestqualitynetworkuniquedistributionandgreatcustomerservice.ThishasbeenacknowledgedatseveralprestigiousforumswhereVodafoneIndiahaswonawardsandrecognitionacrossdifferentsegmentsconsistently.ServingtheneedsofenterprisesVodafoneBusinessServicesVBSprovidestotaltelecommunicationsVoiceandDatasolutionsacrossmobilityandwirelineplatforms.WiththeadvantageofglobalexpertiseandexperienceandtheknowledgeoflocalmarketsthebusinessisrunthroughthefollowingverticalsVodafoneGlobalEnterpriseVGENationalCorporateNCSmallandMediumEnterpriseSMEandadedicatedverticalforGovernmentcustomers.VodafoneBusinessServiceshassteadilytakenaleadershippositionandiscurrentlyprovidingbothmobileandwirelineservicestoglobalandnationalbusinessesequippedwitharobustandsuperiornetworkinfrastructureanda24x7NetworkOperationsCentreNOC.AsavaluebasedorganisationVodafoneIndiaiscommittedtoachievingthehigheststandardsofHealthSafetyandWell-beingnotonlyforitsemployeesbutalsoforallitspartners.ForcreatingsucharesponsiblecultureintheorganisationthecompanywasawardedGoldenPeacockOccupationalHealthandSafetyAward2013.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1405AboutVodafoneIndia VodafoneIndiaLtd.VILSubsidiariesThefollowingcompaniesaretelecomsubsidiariesofVIL1.VodafoneMobileServicesLimited2.VodafoneSouthLimited3.VodafoneEastLimited4.VodafoneWestLimited5.VodafoneDigilinkLimited6.VodafoneCellularLimited7.VodafoneSpacetelLimitedJointVenturePartnershipIndusOwnershipIndusTowersisanIndianjointventureofferingpassiveinfrastructureservicestoalltelecomoperators.ItisindependentlymanagedandwasincorporatedinNovember2007inNewDelhi.VodafoneIndiaLimitedowns42ofthisjointventure.SustainabilityatVodafoneIndiaAtVodafonesustainabilityisanintegralpartofthecompanysMissionandstrategyshapingtheconductofbusinesseveryday.VodafoneCaresisaplatformtoshowcaseallthegoodthatVodafonedoesforthesocietyandhaschampionedseveralprojectsandinitiativesunderthethreepillarsofEducationEmpowermentandEnvironmentasustainabilityplatformthatwasdevisedlastyear.VodafoneFoundationrespondstotheneedsofthecommunitiesineverymarketacrosstheworldinwhichVodafoneoperatesasatelecomserviceprovider.InIndiatheVodafoneFoundationfocusesonharnessingthepowerofmobiletoaddresssomeofthecountrysmostpressingproblemsandchallengesassociatedwitheducationhealthequalityandaccess.UnderitsMobileforGoodprogrammeitsupportsseveralprojectsinthedomainofm-Healthm-Educationm-Agricultureandm-WomeninthecountryAspartofitssocialinvestmentprogrammetheVodafoneFoundationinIndiaalsofocusesondisasterreliefandimplementstheWorldofDifferenceauniqueemployeeengagementprogramme.StrongFinancialPerformanceDuringFY2013-14VodafoneIndiawitnessedastrongrevenuegrowthonayear-on-yearbasis.Thisrevenueperformancedrivenbyincreaseincustomerbasepricehardeningandstronggrowthindatarevenuealsoresultedinhealthycashflows.ThefiguresbelowprovideanoverviewofVodafoneIndiasfinancialperformanceoverthelastthreeyears.KeyFinancialsAllfiguresareinIndianRupeesinMillionsNoteSpectrumadvancepaymentat25for900MHzand33incaseof1800MHzinMarch2014N.B.TheabovefiguresareforIGAAPVILConsolidatedfinancialperformanceforthegivenyears.ThisincludesVILsshareof42ownershipinIndus.Stepstodayforabettertomorrow RobustMomentuminOperationsAmidstabackdropofglobaleconomicuncertaintiesaslackeningdomesticeconomyandconcernsaboutgovernanceVodafoneIndiamaintaineditsfocusonprofitablegrowth.ItmadedataserviceseasilyaccessibleleveragedmobiletechnologytodrivefinancialinclusionwiththecountrywiderolloutofM-Pesaandenricheditsportfoliotobecomeatotaltelecomsolutionsproviderforitscorporateandenterprisecustomers.ContinuingtostrengthenitspresenceinruralareasVodafoneIndiarecordedaoverall9.3growthincustomerbaseand8.7growthinruralcustomerbaseduringFY2013-14.NewProductandServiceOfferingsVodafoneIndiaisoneoftheforerunnersindevelopingandcreatinginnovativesolutions.Thecompanyhaslaunchedseveralindustryfirstinitiativestoincreaseusageandenhancethemobileinternetexperience.SomeoftheseincludePackagesforInternationalroamingwherecustomerscanavailofover95reductionininternationalroamingacross53countriesVodafoneMusicauniqueandcomprehensivemusicchannelonmobileVodafoneSportsaone-stopportalforallsportsactionVodafoneServiceDeliveryPlatformaplug-and-playsystemforallapplicationprovidersanddevelopers.SnapshotofCoverageandDistribution83OverallCoverage1197000NumberofSites8500ExclusiveRetailStores1.7mnRechargingOutletsFootprintsIV.VodafoneIndiaSustainabilityReport2013-1407Overalltrendoverthelast5years 76RuralCoverage22400Numberof3GSites0.9mnActivationOutlets28TotalNumberofAngelStoresGovernanceVodafoneIndiaconductsitsbusinessethicallyandincompliancewithallapplicablelawsandregulations.CorporateGovernanceatVodafoneIndiaisoverseenbytheBoardofDirectorsandtheCommitteesconcernedaboutthebenefitofitsstakeholders.Thechiefprinciplessuchasindependenceaccountabilityresponsibilitytransparencyfairandtimelydisclosurescredibilityetc.serveasthefoundationforimplementingVodafoneIndiasphilosophyofCorporateGovernance.Suchprincipalvaluescomplementthebeliefthatthebestboardpracticestransparentdisclosuresandshareholderempowermentareanecessaryrequirementforcreatingshareholdervalue.CommitteeFunctionExecutiveCommitteeAligningVodafoneIndiasstrategyfromanorientationonrevenueandmarketsharetoasharperfocusonprofitsLegalandregulatoryexpertiseBuildingtheemploymentbrandofVodafoneIndiaProfitandlossmanagementImprovingVodafoneIndiascapabilityasatotalcommunicationsolutionsproviderExpertiseinbuildingbrandsandcustomervalueImprovingtechnologyandnetworkinfrastructureRiskandAuditCommitteeDefinescurrentandfuturerisksforthecompanyAssessesriskimpactandthelikelihoodofitsoccurrenceClassifiestherisksmonitorsandreportsthemperiodicallyReviewsvariousreportsplacedbeforeitAddressesthelargerissuesexaminesandconsidersthosefacetsthatcouldbeofvitalconcerntothecompanyActsasbridgebetweentheStatutoryInternalAuditorsandtheBoardofDirectorsRemunerationCommitteeReviewingtheoverallcompensationpolicyserviceagreementsandotheremploymentconditions.RetainingandmotivatingthebestmanagerialtalentsStepstodayforabettertomorrowBoardExecutiveCommitteeRiskandAuditCommitteeRemunerationCommittee FootprintsIV.VodafoneIndiaSustainabilityReport2013-1409ComplianceVodafoneIndiaisin100compliancewithalllawsandregulations.AstrongsetofethicsandadherencetoallapplicablelawsregulationsandnormsmarkstheVodafonewayofworking.Thecardinalprinciplessuchasindependenceaccountabilityresponsibilitytransparencyfairandtimelydisclosurescredibilityetc.serveasthebaseforimplementingthephilosophyofcompliance.VodafoneIndiahasarobustthree-prongedapproachtowardsmanagingcompliance1.Compliancebylaw-functionalcompliance2.Internalassessments3.InternalassessmentsandStatutoryauditsThefocusduringthisyearwasoncomplyingwithanti-corruptionregulationsandpromotingfaircompetition.Aspecialmoduletoraiseawarenessamongstemployeeswasintroduced.11642employeesattendedonlinetrainingswhile712attendedface-to-facetrainingsonanti-corruptionandanti-bribery.Thecompanyhasstronganti-corruptionsystemswhichidentifiesrisksrelatedtocorruptionacrossalloperations.Duringthereportingperiodnosignificancefineswereincurredfornon-compliance.FordisclosuresrelatedtotaxesandregulatorycasespleaserefertotheVodafoneGroupPlcAnnualReportFY2013-14.ManagingEthicalBehaviourBeingasuccessfulcompanyisnotjustaboutperformanceandachievementsitisalsoaboutactinginaresponsibleethicalandlawfulmanner.VodafoneIndiasCodeofConductisdesignedtoensurethatitistrustedbyitscustomerscolleaguesbusinesspartnersandthecommunitiesinwhichtheyoperate.ItsetsoutwhatisexpectedoutofeverysinglepersonworkingwithVodafoneIndiaandalsounderlinesitsresponsibilitiestopeoplepartnersandshareholders.ThesebusinessprinciplesbasedonthevaluesofSpeedSimplicityandTrustclearlystatewhatisexpectedfromeachemployeeintermsoftheirbehaviour.CommittedtoactwithhonestyintegrityandfairnessinitsinternalandexternaldealingstheCodecomprisesofthefollowingNontolerancetoanyformofbriberyincludingimproperoffersofpaymentsorgiftstoorfromemployeesCompliancetotheprovisionsofallapplicabledomesticandinternationallawsandappropriatestandardsandprinciplesProtectthehealthsafetyandwell-beingofitscustomersemployeespartnersandthecommunitiesinwhichitoperatesProvidethebestpossiblereturnforitsshareholdersoverthelongtermVoiceopinionsongovernmentproposalsandothermattersthatmayaffectVodafoneIndiaanditsstakeholdersCommunicateopenlyandtransparentlywithallitsstakeholderswithintheboundsofcommercialconfidentialityItisthedutyofeachindividualassociatedwithVodafoneIndiatoreportonanybreachoftheCodeofConductincludingdishonestycorruptionfraudlabourandhumanrightsviolationenvironmentaldamageoranyotherunethicalbehaviour.Thecompanyalsohasawhistle-blowermechanismcalledSpeakUpforallVodafoneIndiaemployeessuppliersandbusinesspartners.Toregisteracomplaintonemaydirectlycontacttheindependentthirdpartythroughatelephonehotlineorbyloggingontotheofficialwebsite.Ourcorporategovernanceframeworkisdesignedtowardscompliancefairnessandtransparency.Thetrustofourstakeholdersisintegraltothelongtermsuccessofourbusiness.Operatingresponsiblyandethicallyiskeytothismission.-KumarDasGeneralCounsel VodafoneIndiaMissionWewillenhancevalueforourstakeholdersandcontributetosocietybyprovidingourcustomerswithinnovativeaffordableandcustomer-friendlycommunicationsservices.ThroughexcellenceinserviceweaspiretobethemosttrustedrespectedandsuccessfultelecommunicationscompanyinIndia.Weseeourcustomersemployeesshareholdersandthecommunityweoperateinasourmostimportantstakeholders.EmployeesWeenhancevaluethroughprovidingenrichingcareersandlong-termgrowthopportunitiesinafairandcollaborativeworkenvironment.OuremployeestrustandrespectusbecauseWeprovideahealthyandsafeworkplaceWeencouragemutualrespecttrustandappreciationWepromotediversityandtreattheminclusivelyWeconductourselveswithtransparencyandintegrityWepursuespeedandsimplicityinallthatwedoWerecogniseandadmireaccomplishmentsWedefinesuccessashappyemployeeswithgreatcareersCustomersWeenhancevaluethroughdeliveringaffordablereliableandcustomisedcommunicationserviceswhicharesimpletouseenjoyableseamlessandsecure.OurcustomerstrustandrespectusbecauseWeunderstandtheirneedsWecreateinnovativeservicesWeconsistentlydeliveronwhatwepromiseWearetransparentandtrustworthyinourinteractionsWeprovideasecureandreliablenetworkWeofferaffordableproductsandservicesWedefinesuccessasdelightedcustomerswhorecommendustoothersShareholdersWeenhancevaluethroughgrowingthecompanysrevenueandprofitabilitywhilecreatingsustainablefreecashflowthroughefficientresourceutilisationandeffectiveriskmanagement.OuremployeestrustandrespectusbecauseWefollowethicalbusinesspracticesWecommunicateinafairandtransparentwayWeenhancethecompanysreputationandbrandvalueWedoeverythingtoprotectourshareholdersinterestsWedefinesuccessascreatingsustainablevalueanddeliveringgreatshareholderreturnsCommunityBusinessPartnersAuthoritiesInfluencersandLocalCommunitiesWecontributetothesocietybysupportingandenablingsocialandeconomicdevelopmentoflocalcommunitiesinIndia.Weactinasustainablewayandcreatevalueforourbusinesspartnersbyofferingthemfairbusinessopportunities.OurcommunitytrustsandrespectsusbecauseWeactresponsiblytowardsourenvironmentWecreatecommunityconnectWestimulatebusinessandeconomicgrowthWehavehighstandardsofcorporategovernanceWeconductourbusinesswithtransparencyintegrityandfairnessWedefinesuccessasbeingthemosttrustedandrespectedtelecomcompanyinIndiaStepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1411StakeholderInclusivenessVodafoneIndiasMissionidentifiesthekeystakeholdersmostpertinenttothecompanysbusinessandoperations.BeingalargeandestablishedcorporatewithapresenceacrosstheentirecountryVodafoneIndiaengageswithawidergroupofstakeholdersbeyondthosearticulatedinitsMissiontofulfilitseconomicenvironmentalandsocialresponsibilities.CollaboratingwiththislargersetofstakeholdersVodafoneIndiaremainsconfidentofcontinuallyaddressingkeysocialandenvironmentalchallengesmakingitscommitmenttosustainabilitymorerobustandfurtherenhancingthecredibilityofitsreporting.TomakeitsstakeholderengagementcomprehensiveVodafoneIndiaperiodicallyreviewsitsongoinginitiativesandinitiatesdiscussionswithnewtargetgroupsonsubjectsofmutualinterestincludingsustainabilitystrategypracticesandcommonissues.Thiscollaborativeapproachinadditiontodeepeningrelationshipwithstakeholdersaidsinmakinginformeddecisionsmitigatingrisksandbringingtogetherdiverseandfreshperspectivestoenhanceinnovationinservicesoffered.SuchanapproachhasenabledVodafoneIndiatorespondbettertotheevolvingneedsandexpectationsofitsdiversestakeholdersandhashelpeditholisticallyunderstandissuesmaterialtothecompany.ThetablebelowhighlightsVodafoneIndiasmodeofengagementfrequencyofengagementwithitsstakeholdersandthevaluablefeedbackVodafoneIndiareceivedfromthem.KeyStakeholdersModeofEngagementFrequencyofEngagementFeedbackEmployeesPeoplesurveyFormalappraisalprocessYearlyEmployeesatisfactionCareerplanningOperationalexcellenceTalentdevelopmentHealthandsafetyRewardsandrecognitionCustomersFeedbackandsurveysthathelpunderstandcustomersatisfactionlevels.NetPromoterScoreNPSOngoingAffordabilityNetworkcoverageServiceefficiencyShareholdersMeetingsOnetooneinteractionsGroupsessionsparticipationininvestorconferencesetc.OngoingRevenueMarketShareEBITDACashFlowsEmergingtrendsandgrowthopportunitiesLocalCommunitiesThroughprojectpartnersforvariousprogrammesOngoingSocialrequirementsandspecificfeedbackonprogrammesSuppliersSupplierassessmentworkshopsQuarterlyYearlySupplierselectionprocessPerformanceimprovementAdditionalbusinessopportunitiesDevelopmentalSectorOrganisationsNGOsTrustsSocialEnterprisesFoundationsFace-to-facemeetingsParticipationinindustryeventsconferencesetc.PeriodicreviewswithprojectpartnersOngoingIdeationandplanningAdvocacyEnhancedsupportIndustryAssociationsParticipationinindustryeventsPartneringforeventsMeetingswithseniorofficebearersOngoingSupportSpokespersonThoughtleadership ThethreepillarsofsustainabilitySocialEconomicandEnvironmentalareintegraltothewayVodafoneIndiarunsitsbusinessanddesignsitspolicies.TheMissionVisionandValuesoftheorganisationclearlyreflectitscommitmentnotonlytothedirectstakeholdersbutalsotothesocietyinwhichitoperates.VodafoneIndiaremainscommittedtoactresponsiblyandethicallytomaintainthetrustofitscustomersitsemployeesandotherstakeholders.TakingforwardthephilosophyitstronglybelievesinWhatisgoodforsocietyisgoodforbusinessesVodafoneIndiahastakenseveralstepstoevolveitssustainabilityplatformVodafoneCareswhichwasformallylaunchedlastyear.ThisplatformisanoutcomeofourregularengagementwithallourstakeholderswhohaveplayedacrucialroleinVodafonesgrowthstoryinIndia.VodafoneCaresintegratesallthegoodthatthecompanydoesforthesocietyandrestsonthreestrongpillarsofEducationEmpowermentandEnvironment3Es.These3Esaligntheorganisationseffortstowardsbeingasociallyresponsiblecompanyandtoaddressissuesthatmattermosttoourdiversegroupofstakeholders.ItalsoenablestheorganisationtohaveasustainabilityapproachrelevanttoitsbusinessphilosophyamidstanevolvingcorporateresponsibilitylandscapeinthecountryandtodomorewithlessVodafoneCaresStepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1413EducationMeaningfulparticipationofcommunitiesatlargeinfindingandimplementingsolutionsforsustainabledevelopmentisnotpossiblewithouteducationforitdevelopsskillsknowledgeandvalueswhicharepricelesspossessionsthathelpshapethefutureofthecountry.VodafoneIndiaaimstocreateawarenessamongitsstakeholdersforabettertomorrow.Itbelievesinnurturingasafety-firstapproachbyfacilitatingeducationandenablingmeansthroughwhichsustainabledevelopmentcanbeachieved.Severalprogramshavebeeninitiatedunderthispillartoachievethedesiredimpact.EmpowermentPositivelyimpactedbythetransformativetechnologyfordevelopmentover900millionusersinIndiaalonearegettingempoweredbyusingmobiles.Itprovidesasignificantopportunitytodrivesocialchangefacilitatecrucialaccesstoinformationandknowledgetoallatanextremelyaffordablecost.VodafoneIndiaaimstoempowercommunitiesandcontributetowardstransformingsocieties.TheinitiativesundertheEmpowermentpillararefocusedtowardsenhancingaccesstoinformationempoweringwomendevelopingthecommunityandpromotingsociallivelihood.EnvironmentEnvironmentalsustainabilityiscriticalforfuturesurvivalandgrowth.Allthechoicesmadeanddecisionstakentodayimpacttomorrow.VodafoneIndiaproactivelyworkstowardmanagingandminimisingitsenvironmentalimpact.Itensuresthatitsenvironmentalinitiativespreserveandenrichtheplanet.Itscommitmenttowardsenvironmentalsustainabilityisreflectedinitsenergyconservationwasteminimisationandcarbonfootprintreductioninitiatives.TheVodafoneCaresplatformformsacrucialpartofVodafoneIndiasoverallbusinessstrategy.ItisalignedwithVodafoneIndiasmaterialityanalysisasdiscussedbelow.Eachidentifiedmaterialissuecategoricallyfallsundereachofthe3Epillars.MaterialityAssessmentAtVodafoneIndiamaterialityisdefinedasfactorsthathaveanimpactonstakeholdersandissuesthatarerelevanttothecompanysbusinessTheprocesstoidentifykeymaterialaspectsisbasedontheReportingPrincipleandGuidanceforDefiningContentintheGRIG4SustainabilityReportingFramework.OurdesiretoengageinresponsiblepracticesinspiresustocontributepositivelytowardsthethreepillarsofsustainabilityandCSRSocialEconomicandEnvironmental.ThroughVodafoneCarestheplatformthatdefinescorporateresponsibilityatVodafoneIndiawecategoriseourinitiativesinthedomainsofEducationEmpowermentandEnvironmenttoaddressissuesthatmattermosttoourdiversegroupofstakeholdersandmaximiseimpact.-RohitAdyaDirectorExternalAffairs IdentifyingKeyAspectsIdentifyingkeyaspectshelpsVodafoneIndiadriveitssustainabilitystrategywithprioritiesrelevanttoitsbusinessemployeesandotherstakeholders.InordertoidentifykeyareaswhereinVodafoneIndiasbusinessinterestsoverlapwithsustainabilityissuesofthecompanyamaterialityassessmentwasconducted.Thismaterialityassessmentprocessisbasedonaformalstructuredapproach1.IdentificationofaspectsrelevanttothecompanythroughprimaryandsecondarychannelsreportedbytheICTsectortheVodafoneGrouppeersimpendingregulationsinIndiamediaetc..2.AspectsrelevanttoVodafoneIndiaarecategorisedbasedondifferentcriteria-impactonbusinessfeedbackreceivedfromstakeholderseffectonvaluechainetc.3.Thesecriteriaarethenmeasuredonacriticalityscaleasshowninthematerialitymatrixbelowwhichhelpisolateandprioritisethekeymaterialaspects.4.FollowingprioritisationthematerialaspectsarereviewedbyVodafoneIndiasseniorleadershipandareconsideredwhilemakingstrategicdecisions.VodafoneIndiacommenceditsmaterialityreviewinFY2013-14usingthemethodologyprescribedbytheGRIG4guidance.TheaspectsmentionedbelowidentifiedasaresultofthematerialityreviewareinlinewiththefeedbackreceivedfromsurveyssuchasVendorSurveyPeopleSurveyCustomerSatisfactionSurveyetc.MaterialityMatrixThediagrambelowisthematerialitymatrixhighlightingtheaspectsinlinewithVodafoneIndia.FromthelistofaspectsonlythosematerialtoVodafoneIndiahavebeenreportedinthisSustainabilityReport.Themanagementapproachcoveringthematerialityissueforeachidentifiedaspectsitsmanagementandmonitoringwhichhavebeenarticulatedinthereport.AspectscriticaltobusinessAspectscriticaltostakeholdersLowMediumHighLowMediumHighTenderingProcessesWaterManagementHumanCapitalEnergyManagementWasteManagementGHGEmissionsMastsandHealthCommunityDevelopmentHealthandSafetyCustomerPrivacySupplyChainConnectivityandCustomerExperienceMaterialAspectsIssuesSustainabilityContextRelevantSectionsStakeholderImpactedEducationPillarHealthandSafetyHealthandSafetyTrainingandBuildingAwarenessImprovingAccesstoEducationThishelpstofocusonthesafetyoftheworkforceintoweroperationsandthewell-beingofemployeeswhichareprioritiesforVodafoneIndia.CareforHealthSafetyandWell-beingInternalExternalMastsandHealthBuildingAwarenessonEMFItisimportantforVodafoneIndiatobecognizantoftheirstakeholdersconcerns.Contributingtothewell-beingoftheircustomersemployeescontractorsandthepublicingeneralVodafoneIndiaiscommittedtocomplywithallinternationalandnationalregulationsregardingRadioFrequencyemissions.CareforMobilesandHealthExternalStepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1415MaterialAspectsIssuesSustainabilityContextRelevantSectionsStakeholderImpactedEmpowermentPillarHumanCapitalEmploymentGenderDiversityTrainingandEducationEmployeeSatisfactionComplianceAnti-corruptionThishelpsinenhancingemployeedevelopmentwhichisimportantandpivotaltoVodafoneIndiassustainedgrowth.ItismandatoryforemployeesofVodafoneIndiatoadheretoallcomplianceandanti-corruptionrequirementsputforthinthecodeofconduct.EmpoweringEmployeesInternalSupplyChainVendorDe-RiskingSupplierAssessmentforLabourPracticesThishelpsmitigaterisksassociatedwithvariousoutsourcedvendorsandpartnerswhoprovideservicestoVodafoneIndia.ItalsohelpstomitigatepotentialnegativeimpactswithregardstolabourpracticesinVodafoneIndiassupplychain.EmpoweringSuppliersInternalExternalConnectivityandCustomerExperienceCustomerSatisfactionTheavailabilityofeffectivetelecommunicationservicesiscriticaltothesocio-economicgrowthofacountry.HenceVodafoneIndiafocusesonmakingtheirservicesmoreaccessibleandenhancingthecustomerexperienceatthesametime.EmpoweringCustomersInternalExternalCommunityDevelopmentEducationWomenEmpowermentLocalCommunitiesThisfocusesonsupportingandenablingsocio-economicdevelopmentofcommunitiesthatisanintegralpartofVodafoneIndiasCSRcontribution.EmpoweringCommunitiesExternalCustomerPrivacyDataPrivacyNetworkSecurityThishelpsinensuringcustomerprivacywhichisakeyelementofVodafoneIndiasCodeofConduct.CustomerSatisfactionInternalExternalEnvironmentPillarEnergyManagementEnergyConsumptionRenewableEnergyThishelpsVodafoneIndiaachieveandmaintainoptimumenergyutilisationtherebyminimisingenergycostsandmitigatingenvironmentaleffects.CareforEnergyInternalExternalGHGEmissionsManagementofDirectandIndirectEmissionsVodafoneIndiamonitorsandtakesoninitiativestoreduceitscarbonemissionsandcontributetowardsthetargetsetbyVodafoneGroup.CareforEnergyInternalWasteManagementWasteManagementThishelpsVodafoneIndiaensurerecyclereuseandberesponsibleinitsdisposalofwaste.ThecompanyhasstructuredaWasteManagementmanualwhichensureswasteminimisationandhandlingofwasteaccordingtoregulatorynorms.CareforWasteReductionInternalExternal EducationEducationisperhapssingularlythemostimportantcatalystinallstagesofsocialculturalandeconomicprogress.Itisthetransmissionofcivilisationitselfwithlearningknowledgeskillshabitsandattitudebeingtransferredfromonegrouptoanotherthroughteachingtrainingorresearch.AconscientiouscorporateVodafoneunderstandsthevitalroleofeducationinherenttoitscauseandpurposeofsustainabledevelopment.Foritisonlythroughthecriticalreectionofthepresentandlearningfromthepastwillnewideasemergeforthefuture.ThroughitsowninitiativesandinpartnershipwithorganisationsinthedevelopmentsectorVodafoneIndiahastakenseveralstepstopromoteliteracyandalsoraiseawarenessaboutcriticalareaslikeHealthSafetyandWell-beingHSWandElectromagneticFieldsEMFamongstitsinternalandexternalstakeholdersviatailoredprogrammes.Itcontinuestosupportdevelopmentofinnovativesolutionsthatleveragethemobileplatformandtechnologythatmakeseducationaccessiblebeyondthebarriersofagegenderlanguageandreach. RaiseYourHandTakingitscommitmenttonurtureasafety-rstenvironmentamongschoolchildrenVodafoneIndialaunchedRaiseYourHandavolunteeringprogrammeforitsemployees.ThisinitiativeencouragedVodafoneIndiastaffacrossthecountrytogivetheirtimetoimpressuponstudentstheimportanceofroadsafetyandwasdeliveredthroughsimpleeffectiveandentertainingstoriesfeaturingtheeverpopularZoozoosmakingitaninstanthitwiththekidsandstaffalike.Thechildrenareencouragedtopracticesimplesafetyrulesandalsoactasambassadorstospreadthemessageamongtheirfamiliesfriendsandcommunity. AlignedtoVodafonesinternalfocusonHealthSafetyandWell-beingHSWthisprogrammeinitsinauguralyearhad1600VodafoneIndiaemployeeswhovolunteeredtoreachouttoalmost40000schoolchildrenand600teachersin125schoolsacross25locationsinFY2013-14.VodafoneIndiaiscommittedtomakingtheRaiseYourHandprogrammeanannualfeatureforitsemployeestoengagewithschoolchildrenontopicsandthemesalignedtotheircurriculum.ThesecondeditionoftheprogrammebeingrolledoutinFY2014-15willfocusonthethemeofSavingourEnvironment. HealthSafetyandWell-BeingHSWofitsemployeesandallthoseassociatedwiththecompanyisvitaltoVodafoneIndia.ThesevenAbsoluteSafetyRulesASRarticulatedbythecompanywelldefinetheseriousnessofthiscause.FeaturedasoneofthekeymaterialissuesfortheGroupaswellinIndiaitiswellguardedbytheHSWManagementSystemHSWPolicyandSafetyCouncils.ByadheringtothesevenAbsoluteSafetyRules233probablefatalincidentswereavoidedlastyear.AdherencetoHSWnormsisapre-conditionforemploymentforbothstaffandsuppliers.AnybreachinprotocoloftheASRsisscrupulouslyinvestigatedandsuitablecorrectiveactionsareundertaken.DuringFY2013-14494casesofviolationwerereportedreviewedandinvestigated.Asaresultofwhichservicesof16VodafoneIndiaemployeesandthreepartneremployeeswereterminatedastheirlevelofviolationswerefoundtohavecrossedtheacceptablethreshold.ToensuremaximumHSWcomplianceSeniorManagementToursSMTareconductedatVodafoneIndia.ThevisitingteamcomprisestheCEOseniorleadershipteammembersoperationsdirectorsandcirclebusinessandfunctionheadswhovisitdifferentlocationsofficesandfacilities.TheprimeobjectiveofSMTsistoengagewithfrontlineemployeesandsuppliersandtopersonallyassessthestatusofHSWinitiativesandproviderecommendationsforimprovement.Atotalof735suchSMTswereconductedbySeniorManagementinFY2013-14.AbsoluteSafetyRulesProbableNo.ofLivesSavedHelmet124HelmetandSpeedLimit52SeatBelt42SeatBeltandSpeedLimit5SpeedLimit9SafetyHarness1Total233FootprintsIV.VodafoneIndiaSustainabilityReport2013-1419SeniorManagementToursSMTConductedduringFY2013-14CEOandSLTMembers21CircleBusinessHeads24CircleFunctionHeads690HealthSafetyandWell-being TypeofIncidentFY2013-2014Fatalities8Losttimeincidents17Majorincidents9Minorincidents751Besidesperiodicinspectionofallitscellsitesandofficesisconductedonregularbasis.Specialemphasisislaidtoensureadequatemeasuresareinplaceforhighriskjobslikedrivingtwoandfourwheelersworkingatheightsandconductingelectricalwork.Threekeyriskstandardsareimplementedforemployeesunderhighrisk.Noemployeeisallowedtoworkatheightsorwithelectricalequipmentsintheabsenceoftheworkpermite-permit.HSWManagementSystemTheHSWManagementSystemiswell-integratedinthecompanysoverallBusinessManagementSystemandtakesintoaccountallrequisitesafetyimplicationsduringstrategicdecisions.ToenhanceawarenessonsafetystandardsandeffectivelyimplementitsHSWpolicyVodafoneIndiahasestablisheddedicatedSafetyCouncilsatcircleaswellasthecorporatelevel.TheseCouncilsareresponsibletoensurethatnoemployeeisinjuredorbecomesillatwork.TheyalsomonitortheannualHSWplanandprovidestrategicinputsforimprovementsandadditionsasandwhenrequired.AlignedwiththeGroupsobjectivesVodafoneIndiaoutlinesitsHSWobjectivesatthebeginningoftheyearandtheleadershipteamensuresthatrequiredresourcesaremadeavailabletoachievethehealthandsafetystandardsofthehighestlevel.Thishasresultedin99.6ofthecompanystowersandpolesbeingdeclaredsafeacrossthe23circleswhereitoperates.VodafoneIndiasrobustincidentreportingandmanagementsystemallowsthecompanytoefficientlyreportandmonitortheaccidentsthatoccurfollowedbyaninvestigationandensuringthatcorrectivemeasuresaretaken.Duringthereportingperiodnoincidentsofhighriskdiseaseswerereported.ElectricalproblemsshouldonlybefixedbyqualifiedworkersAlloccupantstowearretractableseatbeltswhiledrivingAlwayswearahelmetwhileridingandensurethatthepillionriderwearsahelmetNeverexceedspeedlimitsNeverdriveundertheinfluenceofalcoholorillegaldrugsNeveruseyourmobilephonewhiledrivingAlwaysusesuitableProtectiveEquipmentandattachsafetyharnesswhileworkingatheightsStepstodayforabettertomorrow TrainingAwarenessandCompetenceToensuresafetyremainstoponagendaandreducethenumberofaccidentsVodafoneIndiaconductsseveralHSWinitiativesandtrainingprogrammessannually.ThesetrainingmodulesaredesignedfollowingacomprehensiveTrainingNeedsAssessmentundertakenforthevariousrolesandjobsthatVodafoneIndiastaffandthoseofitsassociatesandsuppliersarerequiredtodo.InFY2013-14about1908sessions171584man-hourswereconductedcoveringapproximately50356participantsincludingemployeesassociatesandcontractualstaff.SomeofthemostimpactfulHSWtrainingandcapacitybuildinginitiativesundertakenduringthereportingperiodwereBuildingfurtheronitsfocusonHSWVodafoneIndiaplanstoissueSafetyPassportstoallemployeescontractualstaffandassociatesworkingwiththeorganisationinFY2014-15.ThesepassportswillmakeitmandatoryforeachholdertorecordanddisclosehisherindividualHSWqualificationexperienceinformationandwillhelptokeeptabonhishermandatorytrainingssothatitcanbeverifiedatanytimeCareforMobilesandHealthAsanindustryleaderVodafoneIndiahasalwaysrespondedtopublicconcernsandmythsregardingRadioFrequencyRFusedtotransmitandreceiveinformationbetweenmobiletowersmastsandhealth.EngagingwithitsstakeholdersVodafoneIndiaidentifiedhealthrisksassociatedwithEMFtobeanimportantpublicconcern.AlthoughthereareinternationalstandardssetbytheInternationalCommissiononNon-IonisingRadiationProtectionICNIRPandmorestringentIndianregulationsareinplacetolimitEMFemissionsitisimportanttocleartheconcernsoftherelevantstakeholders.CommittedtounderstandandaddresstheseconcernsinacollaborativemannerVodafoneIndiahasadedicatedspaceonitswebsitebasedonthefindingsofreputedhealthagenciesliketheWorldHealthOrganisationWHOandotherindependentexpertgroupsfromaroundtheworld.Throughthisitaimstoprovideusefulinformationanswerthemostcommonlyaskedquestionsandcommunicatethemostup-to-datescientificopiniononuseofRF.StrengtheningitscommitmenttothiscauseVodafoneIndiaestablishedanEMFverticalinFY2013-14andthroughactiveparticipationintelecomindustrybodiesengageswithopinionleadersfromacademiagovernmentcitizenstechnologysuppliersmediaNGOsetc.TopromoteandenhanceawarenessinternallyVodafoneIndiaconductedanintensecampaignreachingouttomorethan40000employeesandassociates.Itwillcontinuetoextendthiscampaigntothecompanyschannelpartnersandsuppliersaswell.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1421InitiativeOutcomeExpecttheUnexpectedThisprogrammewasaimedatenhancingtheparticipantsperceptionofriskrelatedtoroadsafetyTrainingProvidedbyDrivingSchoolMorethan350driversdrivingfourwheelersforVodafoneIndiaweretrainedonaone-daydefensivedrivingcourseMissionReach1000VodafoneIndiaemployeesembarkedonamissiontotrain49326outsourcedfieldstaffontheimportanceandbenefitsofHSW.InfactMissionReachwasrecognisedbytheVodafoneGroupasthebestHealthandSafetyInitiativeoftheYear2013forenablingabe-haviouralandculturalchange.Self-DefenseWorkshopsWomenemployeesinselectlocationsweretaughttheartofself-defensethroughaseriesofworkshopsbyqualifiedtrainers FurtherattheGroupandregionallevelaseniorleadershipteamwithrepresentationfromlocalmarketsandrelevantfunctionstacklesrisksrelatedtoRFandisresponsibleformonitoringtheriseofpublicconcerns.Thisgroupalsoreviewsthescientificadvancesavailableinformationandsetsthestrategyrelatingtomobilephonestowersandhealth.CareforImprovingAccesstoEducationEducationisthekeyenablerofsocialchangeespeciallyinadiverseanddevelopingcountrylikeIndiawhere65ofpopulationisyoungunder35years.TofosterthespiritofcontemporarylearningtheethicofequalityandtoimpressupontheimportanceofdiversityVodafoneFoundationhaspartneredwithseveralNGOsinIndiatocreateprogrammesandinitiativesthatenabledeepercommunityconnectandhighersustainability.LearningOutoftheBoxTomakelearningofseeminglytoughandboringsubjectslikeScienceandMathematicsfunVodafoneFoundationcollaboratedwithPrathamEducationFoundationandconceptualisedauniqueLearningOutoftheBoxprogramme.BringingtechnologytoclassroomsandusingnoveltechniquesthisprojectprovidescreativeandinteractivelearningopportunitiesinScienceandMathematicsforgradesixandsevenstudentsinbothEnglishandHindilanguages.ThislearningsolutionusinginnovativesoftwaredevelopedbytheVodafoneSolutionsTeamInnovationsCentrehasreachedouttoover50000childrenacross1000schools.SeveralschoolsacrossthestatesofMaharashtraKarnatakaDelhiAssamRajasthanandTripuraarealreadyenrolledinthisprogramme.Thetelecomsectorhasacriticalroletoplayinnationbuilding.Beingalargeglobalplayerinthisindustryourendeavouristoshareourlearningandexperiencefromacrosstheworld-innovativemodelsbestpracticesnewideasemergingtrendstodevelopthesectorperse.Wearecollaboratingwithpeersandpartnerwiththemtoengagewithotherstakeholdersforaddressingcommonchallengesfacingtheindustry.-TVRamachandranResidentDirectorRegulatoryAffairsGovernmentRelationsStepstodayforabettertomorrow GivingChampionshipTheGivingChampionshipisVodafoneIndiaswayofsupportingthecommendableeffortsofselectcolleaguesparticipatinginVodafoneFoundationsflagshipWorldofDifferenceWoDprogramme.WoDtapsintotheskillsexpertiseandpassionofemployeesandenablesthemtotaketimeoutfromtheirregularjobsandworkforacharityoftheirchoice.TheemployeescontinuetoreceivetheirsalaryandallrelatedbenefitsfromVodafoneIndiathroughouttheWoDProgramme.InitsthirdseasoninIndiatheWoDprogrammehad33highlyskilledVodafoneemployeesidentifiedafterarigorousselectionsprocessworkingwith29NGOsforaperiodofeightweekstoaddresswomenrelatedissuesinIndia.Over12000VodafoneIndiaemployeesenthusiasticallyplannedandparticipatedinseveralactivitiestoraisefundstosupportthecommoncauseofeducatinggirls.All454VodafoneretailstorestoojoinedhandstoraisemoneyandcriticalawarenessabouttheeducationofthegirlchildthroughthesaleofspecialschoolthemedZooZooandZumimerchandise.Settinganambitioustargetofsending30000schoolgirlsbacktoschoolfortheacademicyeartheircollectiveeffortsraisedoverRupees12millionenablingover47000younggirlsintheagegroupof6-14yearsassociatedwithNGOpartnerEducateGirlstoresumeschoolinAjmerBundaandRajsamanddistrictsinRajasthan.RighttoPlayTheVodafoneFoundationinpartnershipwithMagicBusworkswith5000childrenfromthemarginalisedcommunitiesinKerala.Aspecialemphasisisplacedongenderequalityeducationdevelopmentofpersonalskillsandchildrensrighttoplay.TheNGOworksintheareasofeducationgenderequalityhealthhygieneandsexualreproductivehealthofchildren.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1423 EmpowermentEmpowermentreferstoincreasingtheeconomicsocialeducationalandgenderstrength.Itimpliesgivingauthorityorpowermakingthemstrongerandmorecondentespeciallyincontrollingtheirlifeandclaimingtheirrights.Fromacorporateperspectiveempowermentrequiresthatcompanieslookbeyondtheirimmediatebusinessinterestsandservethelargerinterestsofthecommunitiesinwhichtheyoperate.Itisaboutputtingpeoplebeforeprotsforgingmeaningfulpartnershipswithinternalandexternalstakeholdersandusingtheirresourcesandcapabilitiestoaddresslongstandingsocioeconomicchallengesofeducationpovertydiversityandinclusivity.VodafoneIndiaiscognisantofitsabilityandresponsibilitytoplaytheroleofacatalyst.Thehighlevelofpenetrationandunderlyingpotentialofmobiletelephonymakesitarguablytheidealplatformfordeliveringbothservicesandbenetstothosemostinneedofthem.ThroughitsownproductsandservicescarefullycraftedcorporateresponsibilityinitiativespartneringwithgovernmentintermediariesandthedevelopmentalsectorVodafoneIndiaisempoweringindividualsandcommunitiestoleadalifeofdignityandhelpingthemcreatetheirowndestiny. M-PesaFinancialinclusionisakeynationalprioritycriticaltoIndiasholisticgrowth.ConsistentwithitsstrategyofintroducinginnovativeproductsandservicesthatenrichlivesofitscustomersVodafoneIndialaunchedM-Pesaitsuniquemobilemoneytransferandpaymentservice.M-Pesaempowerstheunbankedandunder-bankedsectionsofthepopulationgainaccesstonancialservicesviathemobilephone.MobileCommerceSolutionsLimitedMCSLasubsidiaryofVodafoneIndiahaspartneredwithICICIBanktolaunchM-Pesaacrossthecountry.ThispartnershipeffectivelyleveragesthecombinedstrengthsofVodafonesglobalexpertiseinthedomainofmobilepaymentsandsignicantdistributionreachinIndiaplusthesecurityofnancialtransactionsprovidedbyICICIBank.M-Pesaisasafesecureandconvenientservicetotransfermoneyandmakepaymentsbeyondthereachoftraditionalbankingchannels.CurrentlyM-PesaisoperationalpanIndiaandisavailableatmorethan65000outlets. VisitanM-PesaoutletStep1RegisterwithM-PesaagentandfillandsubmitaformprovideidentityaddressproofsanddepositaminimumamountStep2MobileWalletreadytouseDepositCashtransfermoneytoanybankaccountoranotherM-PesaaccountholderrechargemobileandDTHandpaymobileorutilitiesStep3ApplicationanddocumentsverifiedandapprovedbyMCSLandICICIBankNowwithdrawcashandtransfermoneytoanymobileinIndiaStep4Howdoesitworks Empoweringcommunitiesisaprerequisitetoachievingsustainableeconomicsocialandenvironmentaldevelopment.Mobiletechnologyaroundtheglobehasasignificantandpositiveimpactoneconomicdevelopmentandsocialwell-being.Mobilephoneshaveprovidedseveralnewopportunitiestomillionsofpeopleinthedevelopingworldfromimprovingservicedeliverytoplayinganimportantpartinenablingtheirinclusionandempowerment.FromprovidingbasichealthinformationtoenablingfinancialinclusionfromhelpingSMEstoimproveefficiencytoservicingeducationalneedsofstudentsVodafoneIndiawithhelpfromtheVodafoneIndiaFoundationhastakenseveralinitiativestocatertothegrowingtechnologicalneedsofthesociety.InordertoavoidmitigaterisksandestablishaccountabilityallsocialsectorpartnersthatVodafoneIndiaandVodafoneFoundationengagewithinthecountryaredulycheckedtoensurethatlegalfinancialandtaxcompliancesaremet.In2013anexternalagencyconductedathoroughphysicalauditatNGOsitesafterwhichareportwascompiledandallgapsweredulyfilled.ThecompanywillalsohaveinplaceasperthenewrequirementsofTheCompaniesAct2013adistinctCSRpolicycommitteeandarobustgovernancestructuretomonitorallfutureCSRactivitiesofthecompany.OurapproachtosustainabilityispivotedonthebeliefWhatisgoodforsocietyisgoodforbusiness.Byremainingtruetothiscorebeliefinthoughtandactionwearecreatingvalueforourcustomersandforourselves.ThroughM-Pesaweareenablingfinancialinclusionanationalpriority.ThousandsofM-Pesaagentsspreadacrossthelengthandbreadthofthecountrybothinurbanandruralareasareservingtheunbankedandunderbankedbyprovidingthemeasyaccessandconnectivitytotheformalfinancialsystem.-SunilSoodChiefOperatingOfficerFootprintsIV.VodafoneIndiaSustainabilityReport2013-1427EmpoweringCommunities MobileforGoodInIndiaVodafoneFoundationisharnessingthepowerofmobiletechnologytoaddresssomeofthecommunitysmostpressingchallengesrelatingtoeducationhealthequalityandaccess.CommittedtoenablepeopleandtechnologytodriveinnovationdisseminateknowledgeandcreatesharedvaluetoimprovelivestheFoundationleveragesmobiletechnologyintheareaofm-Womenm-Educationm-Healthandm-Agriculture.ThroughitsflagshipMobileforGoodAwardsprogrammetheFoundationrecognisespromotesandsupportsmobileinnovationsbythenon-profitsector.Initiatedin2011theseannualawardsacknowledgeandsupportNGOsNPOswhohavedevelopedinnovativeapplicationsthatcanbeaccessedviamobilesintheareasofhealtheducationgovernanceandbusinessinclusionthroughcriticalfundingandmentorship.Sinceinceptiontheseawardshavehelped13NGOsexpandandupscaletheiroperationsandtechnology.WorldofDifferenceOperationalin22countriesworldwideWorldofDifferenceWoDisakeyinitiativeoftheVodafoneFoundation.AuniqueemployeevolunteeringprogrammeitencouragesskilledemployeestotaketimeofftoworkdedicatedlywithNGOsNPOsforacontinuousperiodofeightweekstoaddresssocietalissues.TheemployeesareidentifiedafterarigorousselectionprocessandtheNGOpartnerstapintotheirskillsexpertiseandpassiontobringinasystemicchange.SinceitsinceptioninIndiain201178employeeshaveparticipatedintheWoDprogrammespendingover38500man-hourswhileworkingon73uniquesocialprojectswithdiverseNGOs.Thisyear33highlyskilledVodafoneIndiaemployees30growthinparticipationoverlastyearworkedwith29NGOsacrossthecountryonthecommonthemeofwomenempowermentandrelatedissues.BeginningthisyeartheVodafoneFoundationalsointroducedtheWorldofDifferenceConnectprogramme.ThisinitiativehadfourseniormanagementstaffmembersadvisingNGOsonkeystrategicinitiativesthusmakingtheengagementandcommitmentdeeperandricher.ProjectDrishtiIndiashouldersthelargestburdenofglobalblindnesswithabout12million1casesand30000areaddedeveryyear.Cornealblindnessisthemostcommoncauseofthis.Withsuchlargenumberstheneedforopportunitiestobecomefinanciallyindependentgainrespectandleadalifeofdignityisacute.AsanorganisationcommittedtoinclusionVodafoneIndiapartneredwithvariouschaptersoftheNationalAssociationfortheBlindNABandBlindPeoplesAssociationBPAtodesignandimplementProjectDrishti.Underthisprojectvisuallyimpairedyouthareprovidedrequisitetrainingtodevelopandemploythemastelesalesagents.ThetrainingmaterialcallscriptsanddatawastranslatedintoBrailleandduringthepilottestingitselfthelevelsofproductivityandskillsetofthesetelesalesagentswerefoundtobesuperior.Excellentverbalcommunicationskillshigherconvictionandconvincingpowerpersuasiveandpoliteapproachandrazorsharpmemoryweresomeofthekeyattributesthatresultedinsubstantiallyhigherlevelsofproductivity.ProjectDrishtiwasstartedin2011andispresentlyactiveacrosssevencirclesMumbaiDelhiGujaratMaharashtraandGoaChennaiTamilNaduandKarnataka.Ithasbenefittedover160youthbycreatingsustainablelivelihoodopportunitiesforthemandbringingthemintomainstreamworkforce.VodafoneIndiaplanstoexpandthescaleandscopeofProjectDrishtitootherpartsofthecountryaswell.1InternationalAgencyforthePreventionofBlindnessIAPBStepstodayforabettertomorrow RuralBPOsToenableempowermentofruralcommunitiesVodafoneIndiahaspartneredwithRuralShoresasocialenterprisecreatingemploymentopportunitiesforeducatedruralyouth.AninboundBusinessProcessOutsourcingBPOcentrewith80seatsisoperationalatBhilodaGujarattoservetheneedsofprepaidcustomersinGujarat.PriortothispeoplefromthisvillagehadtotravelallthewaytoAhmedabad125kmapproximatelyforemployment.ThisinitiativealsosupportstheyouthofBhilodaforhigherstudiesthroughitseducationplan.Setting-upofsimilarskillbuildingandemploymentgeneratingcentresisbeingexploredinothercirclesandlocations.RedAlertThisinitiativemobilisesemergencyresponsetoprovidehumanitarianandreliefaidtovictimsimpactedbynaturaldisasters.DuringthemassivefloodsandlandslidesinUttarakhandcommunicationserviceswereseverelyimpactedwhichresultedindelayingcoordinationofrescuework.TorestorecommunicationservicesVodafoneIndiadeployeditsInstantNetworkorNetworkinaBoxaportableBaseTransceiverStationBTSwhichwasairliftedanddeployedatareliefcampset-upbythelocaladministrationinMayalivillagebetweenTehriGarwalandUttarkashilocatedinRudraprayagDistrict.Thiswasthefirsttimethatsuchanetworkhadbeeninstalledandusedinthecountryinsuchashorttime.Chargingstationsdedicatedhelplinesandtalktimecreditsenabledthoseimpactedtoconnectwiththeirdearones.TheVodafoneFoundationdonatedapproximatelyrupeeseightmilliontotheIndianRedCrossSocietyIRCStodistribute2200familypackscontainingbasicnecessitieslikekitchensetsclothingmosquitonetsetc.toprovidereliefintheworstaffectedareas.ItalsolaunchedOperationCareinpartnershipwithSamhitaalocalNGOandraisedoverrupees4millionforemergencysuppliesviaonlineandofflinechannels.AsimilarsupportwasextendedbyVodafoneIndiatocarryoutthereliefandrehabilitationworkinregionsravagedbycyclonePhailininOdisha.VodafoneIndiapartneredwiththeIRCSinordertoprovideassistancetothevictimsofPhailinthatshattered14coastaldistrictsaffectingover10millionpeople.InanefforttoimproveconnectivityandensurenormalcyVodafoneIndiasuccessfullyrestored100siteswithin83hours.BehtarZindagiBehtarZindagiisaservicedesignedtoenableruralsubscriberstogetrelevantinformationbasedontheirlocationorpostalcode.Theprimaryobjectiveofthisserviceistoimprovelivelihoodsinruralmarketsbyprovidingdesiredinformationandnewsthathelpsininformeddecisionmakingataffordableprice.Itprovidesnecessaryandrelevantinformationonagricultureweatherupdatesruralfinancemandirateslivestockfisherieseducationandhealthbyconnectinguserstodomainexpertswhoprovidethemwithadvice.AnInteractiveVoiceResponseIVRserviceofferscontentinHindiand18otherlocallanguagesandhasbenefitted16772userssofar.GammatJammatThisuniqueinitiativeisaimedatbuildingawarenessonthebenefitsofmobileinternetamongstudentsinschoolsandcolleges.TheGammatJammatteamtoured120villagesintheinteriorsofMaharashtraandGoaoveraperiodofthreemonthsandengagedwithapproximately45000students.Withaninterestingaudiovisualandaspecialtrainingmoduletheteamraisedawarenessamongstudentsaboutaccessinginternetusingmobiledevicesandhighlightedselectapplicationsandwebsitesthatwouldprovidethemthedesirednewsandinformation.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1429 VaccinationReminderServiceVodafoneIndiapartneredwiththeIndianAcademyofPediatricsIAPtolaunchtheworldslargestvaccinationreminderserviceforitsflagshipprogrammeImmunizeIndia.TheIAP-ImmunizeIndiaprogrammeleveragestheoutreachofmobiletechnologyandpenetrationofmobilephonesacrossthecountrytoraiseawarenessanddelivercriticalalertsaboutanessentialhealthservice.Thisnationalnon-profitinitiativeaimstoprevent500000childdeathsanddisabilitiesby2018.Thisreminderserviceisavailablefreeofcosttoparentsacrossthecountry.Toopt-inanSMStextmessageistobesenttothenationalshortcode566778fromanymobilenetworkinIndiaintheformatImmunizeSpaceBabyspetnameSpaceBabysdateofbirth.Animmediateconfirmationfollowsthissimpleregistrationandtextmessageremindersaresentfor12yearsfollowingtheprescribedimmunizationschedule-threeremindersaresentattwodayintervalsforeachvaccinationthatisdue.VodafoneIndiascommitmenttothecauseofmotherandchildsafetyisnotnew.In2011VodafoneIndiasupportedtheGujaratgovernmentsE-Mamtainitiativebyprovidingthem40000ClosedUserGroupCUGconnections.ThissolutioncreatedforAccreditedSocialHealthActivistsASHAsdoctorsandhealthworkersinGujaratisamotherandchildtrackingsystem.InitiatedbytheHealthandFamilyWelfareDepartmentoftheGovernmentofGujaratitaimstoreducetheInfantMortalityRateIMRandMaternalMortalityRatioMMRincollaborationwiththeNationalRuralHealthMissionNRHMandNationalInformaticsCentreNIC.OvertheyearsthisprojecthasachievedsignificantsuccessandhashelpedinreducingtheInfantMortalityRateinthestate.Stepstodayforabettertomorrow Genderequalityandwomensempowermentiscoretosustainabledevelopment.RecognisingthisneedandthepotentialofwomentoengageincontributetoandbenefitfromsustainabledevelopmenttheVodafoneFoundationhasundertakenandsupportedseveralinitiativestopropagatetheircausehelpedthemovercomechallengesandenabledthemtotransformtheirownlifeaswellasthoseoftheirfamiliesbenefittingthecommunityatlarge.WomenofPureWonderStruggleSurvivalandSuccessWomenofPureWonderStruggleSurvivalSuccesstracesstoriesfromtheheartofIndia-talesofanIndiadefinedbygritbraveryandcourage.ForcenturieswomeninIndiahavebeentheunsungheroinesofunheardstories.Thisbookchroniclesthestrugglesurvivalandsuccessof60suchcontemporarywomenwhoarewarriorssurvivorsandleadersintheirownway.Blendinganengagingmixofsomewell-knownandsomeunheardstoriesthisbooknarratestheextraordinarydeedsofrealwomenwhohavebravedsocialeconomicandfamilialoddstofindsuccessintheirchosenfieldofwork.TheRedRickshawRevolutionaninitiativebytheVodafoneFoundationthathadthreecommittedwomentraversethedistanceofover1500kmfromNewDelhitoMumbaiinaspeciallydesignedredautorickshawinMarch2013wasthegenesisofthisbook.Duringthecourseoftheir9-dayjourneythewomenstoppedatmultiplelocationsalongtherouteengagingandinteractingwithinspirationalwomenwhoseinitiativeshavepositivelyimpactedpeopleslivesandmadearealdifferencewithintheircommunities.AvisuallyrichbookWomenofPureWonderStruggleSurvivalSuccessdetailstheaccountsofanacidattackvictimbravelytakingontheworldofunletteredhousewivessettingupbusinessescountlessstrugglesagainstviolenceandinequalityandthoseagainstsocietalviceslikechildmarriage.Thisbookisaworkofpassionandcompassionandisputtogetherbyateamledbywomenforwomenandfeaturingwomen.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1431EmpoweringWomen RUDISandeshaVyavharRSVRUDITheRuralDistributionNetworkisalargenetworkofruralwomenentrepreneursinGujaratwhomarketanddistributeruralfarmproducebroughtdirectlyfromfarmers.Itreaches1.1millionhouseholdsandprovidesanincomefor3000women.ThesewomenentrepreneursknownasRUDIbensbuyfarmproducethroughthenetworktoselltocustomersintheirlocalcommunitiesundertheRUDIbrand.Theyoftenhadtotravellongdistancestoplaceordersandcollectstockfromcentralwarehouses.Journeyswerefrequentlywastedbecausenotalltheproduceorderedwasavailableoncetheyreachedthewarehouse.RUDISandeshaVyavharRSVaspecialplatformdevelopedleveragingmobiletechnologyenablesRUDIbenstosubmittheirordersviaSMSonabasicphone.Thesoftwarerecordstheirtransactionsenablingthemtotracksalesandreducepaperworksignificantlyincreasingtheirproductivityandimprovingqualityoflife.ThesystemalsoenablestheRUDIorganisationtotrackandmanagestocklevelsinrealtimeandreduceinefficienciesthatpreviouslycontributedtolostsalesworthupto20ofrevenue.ThissystemhasbeendevelopedthroughapartnershipbetweentheVodafoneFoundationCherieBlairFoundationforWomenCBFWandSEWASelf-EmployedWomensAssociationwhichcontactedalocalcompanyEkgaonTechnologiestodevelopthesoftware.RSVhasbeendesignedsuchthatwithtrainingitiseasytouseevenbywomenwhoareilliterate.Sincetheprogrammestartedin2012ithasbeenpilotedwithover1500women.In2014thesolutionwillberolledouttomoredistrictsofGujaratandRajasthanwiththeaimofreachingoutto4500directbeneficiariesintotalby2016andpotentiallythousandsmoreastheirfamiliesandcommunitiesalsobenefitfromthesuccessoftheRUDIbensbusinesses.TheRSVProjectwasawardedaGSMAmWomenInnovationGrantin2013tofurtherenhancetheapplicationwiththeintegrationwithVodafoneIndiasM-pesamobilemoneyplatform.ThiswillenableRUDIbenstomakepaymentsremotelyfurtherreducingtimewastedbytravellingandalsoenablesthemtoreceivepaymentsfromcustomers24x7.ItalsowontheBestMobileProductinEmergingMarketsatthe2014GlobalMobileAwards.AngelStoresVodafoneIndiahasoneofthelargestexclusiveretailfootprintsinthecountry.JudiciouslycombiningthisstrengthwithitscommitmenttopromotediversityandinclusionemphasisonequalrightsandopportunitiesforallemployeesandencouragingwomenemployeestoaspireforandachievetheircareerambitionsVodafoneIndialaunchedAngelStores.TheVodafoneIndiaAngelStoreafirstofitskindretailconceptstoreiscompletelymanagedandrunbywomenemployees.Allthefunctionsatthesestores-managementsalesservicebillingsecurityetc.aremanagedsolelybywomenstaffwhooperatewithinasecureandproductiveworkenvironment.Currentlythereare28AngelStoresoperatingin17statesandemploying234women.VodafoneIndiaremainscommittedtocontinuingthisendeavourtoencouragediversityandinclusionbyincreasingthefootprintofAngelStoresinnewerlocationswithinandacrosscities.Anotherretailinitiativeafirst-of-its-kindinthetelecomindustryisProjectSamridhi.CurrentlyoperationalinNarnaulinMahendragarhdistrictofHaryanaithas24womenwhoaretrainedandprovidedrequisiteinfrastructuretooperateasentrepreneursandearnalivingbysellingrechargecouponsande-topups.Thisinitiativeisalsobeingscaled-upandexpandedtootherdistrictsinthestate.Stepstodayforabettertomorrow CustomercentricityiscoretoVodafoneswayofconductingbusiness.ProvidingthemwithinnovativeaffordableandcustomerfriendlycommunicationproductsandservicesisengrainedinthecompanysMission.Overtheyearstheirneedscontinuetoevolveanditremainsthecompanyscoreobjectivetoanticipateinvestdevelopanddeliversolutionsthatenablethemtoremainconnectedatalltimesempowerthemtomakeinformeddecisionsandtoenablebusinessestomakeoptimumuseofavailableopportunities.DataSecurityandPrivacyCustomerstrustVodafonewithpersonalinformation.ThisprocessstartsrightawaywhentheyapplyforaconnectionsharingwithusrequisitedetailstofulfillthemandatoryKnowYourCustomerKYCnorms.Protectingthisinformationandrespectingtheirprivacyisfundamentaltomaintainingtheirtrust.VodafoneIndiasprivacyandsecurityprogrammesgovernhowitcollectsusesandmanagescustomersinformationfromensuringtheconfidentialityoftheirpersonalcommunicationsandrespectingtheirpermissionsandpreferencestoprotectingandsecuringtheirinformation.IthasadoptedtheVodafoneGlobalPrivacyManagementPrinciplestoenhanceprivacyofcustomerdata.VodafoneIndiahastakenseveralinitiativestoensurethatdataprivacyremainsatoppriorityacrosstheorganisation.UnderacustomisedPrivacyManagementFrameworkwhichisestablishedawarenesscampaignsarecarriedoutregularlytoeducateemployeesabouttheneedandimportanceofmaintainingdataprivacy.Duringthereportingperiodnocomplaintsregardingbreachesofcustomerprivacyandlossofcustomerdatawerereported.Trainingonprivacyiscoretoallemployeesandisbeingintegratedintheironboardingprocessitself.MandatoryandrefreshertrainingmodulesareconductedinclassroomsorontheVodafonee-learningportalthatallemployeesneedtonecessarilygothroughandgetevaluated.VodafoneIndiaconductsPrivacyImpactAssessmentonitsproductsandservicesthathandlepersonalinformationtoensurethatdataminimisationisfollowedandthatonlyessentialdataiscollectedstoredandaccessed.Optimisingtheincidentmanagementsystemforprioritisationofdataprivacyincidentsupgradingtheprocessflowdocumentsasperchangesinbusinessprocessesandconductingriskassessmentexercisesonaperiodicbasisareotherinitiativesthathavehelpedbuildarobustcultureofprivacy.ComplyingwithbestpracticesinthisdomainhasmadeVodafoneIndiathefirstIndiantelecomcompanytobeBS10012certified.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1433EmpoweringCustomers TheCompanysapproachtoinformationsecurityisbasedontheprinciplesoutlinedintheISO27001theinternationalstandardforinformationsecuritymanagementsystems.ItscoredatacentresinIndiaarecertifiedtothisstandard.TheexternalsuppliersandpartnersofVodafoneIndiaarerequiredtomeetdefinedminimumsecuritystandards.PeriodicriskassessmentsandduediligenceexercisesareconductedbytheCompanytoprovideassurancethatthesearebeingmetinpractice.AdditionallyVodafoneIndiaannuallycompliesandgetscertifiedonseveralrelevantinternationalstandardssuchasSOXISO27001andPCIDSS1amongothers.CustomerSatisfactionServicingthemyriadneedsofcustomers24x7isintegraltoprovidingthemwithasuperiorexperience.OvertheyearscustomershavetrustedadmiredandpreferredVodafoneastheirtelecomserviceproviderforempoweringthemtoremainconnectedatalltimesaspertheirmodeofchoiceandconvenience.VodafoneIndiaoffersitscustomersvarioustouchpointstomakeacomplaintqueryorrequest-callcentresstoreswebsitesmyVodafoneappandotherself-servicecentres.Thesearethenrespondedtowithinasettimeframe.ToconsistentlyraisethebarofthecustomerserviceprovidedVodafoneIndiaengageswithitscustomersinastructuredmanneracrosseachbusinesslinetoseekfeedbackandfurtherrefineitsinternalprocessestoavoidsimilarrepeatcomplaints.Suchfeedbackgainingexercisesareconductedeverymonthandtheirprogressistrackeddailybytheoperatingteams.TheoverallCustomerSatisfactionScoreCSATachivedbyVodafoneIndiaduringFY2013-14was91.4.Mobiletechnologyisimprovingqualityoflifeglobally.Seamlessconnectivityandeasyavailabilityhavemademobileservicestheengineforpropagatinginformation.RuralIndiaisexploringthepoweroftheInternetforthefirsttimeviathemobileandweenablingthemtoitsbenefits.Wecontinuetoexploreopportunitiestodevelopproductsandservicesthatbringfurtherbenefitstothesociety.-VivekMathurChiefCommercialOfficerModestoCaptureCustomerFeedbackCustomerInteractionFeedbackCustomerfeedbackmodesFrequencyModeTouch-pointsT-NPS-NetPromoterScoreNPSSelectiveinteractionsforthedaySMSOnlyforretailcustomerinteractiontrackedthroughTNPStoolCSAT-CustomerEnquiry1in15DaysSMSCallCentres-inboundoutboundRetail-VSVMSandADVMSCSAT-CustomerRequests1in3DaysSMSCSAT-CustomerComplaints1inaDaySMSCSATforNon-VoiceChannelsAllERCEnqReqandCompSurvey-LinkNon-Voicechannels-writtencommunicationonlinegrievancemanagementandweb-chatIVRCSAT1in15DaysSMSAtIVRlevelwhenthecallendsattheIVRStepstodayforabettertomorrow Vodafonefirmlybelievesthatitspeopleareitsmostvaluableasset.Whiletechnologybrandandinnovationcanhelpbuildagreatnetworkandbusinessitisthepeoplewhocreateagreatorganisation.Developingamindsetthatexpandstomeetthecareeraspirationsofpeopletodaywithoutcompromisingthoseofgenerationstomorrowistheendeavour.AccordinglyVodafoneIndiaprovidesavarietyofopportunitiesforitsemployeestohonetheirtalentandlearnnewskillsviastructuredinterventionsandindividualdevelopmentprogrammesthroughe-learningmodulesclassroomcoachingexpertsessionsandexternalprogrammes.ComplementingthelearninganddevelopmentinitiativesisavibrantRewardsandRecognitionprogrammethatacknowledgesthecontributionsmadebyemployeesacrosslevelsfortheirideasperformanceinnovationsandforlivingtheVodafoneValues.Judiciouslymanagingandoptimisingtheinherenttalentwithintheorganisationanddevelopingleadersoftomorrowthroughcustomisedtrainingmodulesarecriticaltoensuringlongtermgrowthoftheorganisation.Thecompanysself-serviceportalmyHRisaone-stop-shopforallHRpoliciesandprocessrelatedqueries.AskHRisanHRadvisoryservicethathelpsansweremployeequeriesonregularoperationalandadministrativematters.EmployerofChoiceVodafoneIndiaaspirestobeanemployerofchoiceandtheVodafonePeopleSurveyVPSprovidesthecompanyaholisticinsightofwhattheemployeeshavetosay.ConductedannuallyVPSinadditiontocapturingthepulseoftheemployeesthinkingandexpectationsalsohighlightstheareaswherethecompanyhasprogressedwellandthosethatneedimprovement.AllemployeesreceiveperformanceandcareerdevelopmentreviewsmakingVodafoneIndiaanemployerofchoice.Thenumbersbelowindicatetheprogressmadeinitsjourneyduringtheyeartowardsfulfillingitsaspiration.KeyIndices201320122011EngagementIndex87483281AggregateManagerIndex83479178DiversityandInclusion87384282Speed92488385Simplicity92488385Trust95491289EmployeeNPS614571146FootprintsIV.VodafoneIndiaSustainabilityReport2013-1435EmpoweringEmployees GreatPlacetoWorkSurveyTheGreatPlacetoWorkGPTWInstituteconductsanannualstudyinwhich500companiesfromover20industriesparticipate.Inits2013surveyVodafoneIndiawasonceagainadjudgedasaGreatPlacetoWork.ContinuingitsclimbtothetopVodafoneIndiawasranked1stinthetelecommunicationsindustryand18thoverallacrossallparticipatingcompaniesandindustriesasagainst2ndand24thrankrespectivelyrecordedlastyear.Itwasalsoacknowledgedas2ndagainst4thamonglargecompanieswithover10000employees.DiversityandInclusionWith19oftheworkforcebeingwomenupfrom14lastyearVodafoneIndiahasmadeconsiderableprogressinitsjourneyonmainstreamingdiversityandinclusionacrosstheorganisation.Withtalentasthecoreitisoncoursetohave30ofitsworkforceaswomenby2016.InitsendeavourtohirequalitytalentVodafoneIndiahasgonebeyondthetraditionaldomainoftelecomtoothersectorsincludingFMCGBankingFinancialServicesandInformationTechnology.Fromjust1womanzonalheadamongst100lastyeartheconcertedeffortongroominginternaltalentandhiringfromnewdomainsforpositionstraditionallyconsideredassuitableformenhasresultedin17womenzonalheadscurrently.AsafeandconduciveworkenvironmentstrongsetofemployeecentricpoliciesanopenandrighteousworkculturestructuredinductioncareerbuildingapproachfocusontalentregularmentoringandaccesstocrossfunctionalforumshaveallbeeninstrumentalinmakingVodafoneIndiathepreferredplacetoworkforover12000employees.NurturingTalentAnequalopportunityemployerandanurtureroftalentVodafoneIndiahasdrawntopnotchtalentfromallpartsofthecountryandfromacrossseveralindustries.ToensurethatthistalentisproperlynurturedanddeployedVodafoneIndialaysemphasisontrainingandskillbuildingthroughseveraltailoredprogrammesforitsemployeesacrosslevelslocationsandexperience.TheLearningDevelopmentLDframeworkisfocusedondevelopingqualitiesofleadershipandexcellencealignedtothecompanysbusinessneeds.VodafoneIndiasExecutiveTraineeProgrammeisaimedtoidentifyanddevelopfutureleadersfromwithintheorganisationandfromthebusinessschoolcampusesitrecruitsfromeveryyear.Ourthrustisonenablingemployeestooptimisetheirpotentialandbuildlongtermcareers.Weseektonurturetalentthroughnotjusttraininginterventionsbutstronglythroughterrificroleopportunitiestoo.OurcapabilitybuildingprogrammesarelookedforwardtobyemployeesasareourculturebuildingfocusareassuchasHSWinclusivityanddiversity.Ourpeopleareempoweredtotakeonambitiousassignmentsanddemonstrateleadershipinbusinessandtosociety.Weareproudofourbalanceofimpactandofthevaluesthatourteamsliveby.-AshokRamchandranDirectorHumanResourcesCategoryMaleFemaleTotalEmployeeCountJuniorManagement82662010MiddleManagement1524313SeniorManagement26031Total100502354TotalNewHireCountJuniorManagement1560880MiddleManagement10388SeniorManagement1810Total1681978TotalAttritionCountJuniorManagement1489239MiddleManagement16325SeniorManagement402Total1692266TotalWorkforceOffRoleEmployees99811931Stepstodayforabettertomorrow VodafoneIndiaaspirestobethemosttrustedandrespectedtelecommunicationscompanyinIndia.TocatertoitsmyriadneedsacrossthecountryVodafoneIndiaworkswithseveralsuppliersprovidingthewidestpossiblerangeofproductsandservices.TostreamlineitsbaseofsuppliersVodafoneIndiahasdevelopedarobustsupplierselectionanddevelopmentprogrammewhichismanagedbyitsSupplyChainManagementSCMteam.TheSCMteamensuresthatallsuppliersandpartnersassociatedwiththecompanydirectlyorindirectlyfollowthecompanyscodeofconductandguidelinespertainingtoHealthSafetyandWell-beingHSWatalltimes.Thecompanyassesses100ofitssuppliersacrossVodafoneIndiaasperthelabourpracticescriteria.VodafoneIndiacaterstoalargenumberofcustomersandinordertomaintaincontinuouscontactwithitscustomerbasethecompanyhasvarioustouchpointslikededicatedcallcentersbrandedstoresexclusivedistributoroutletsandretailoutletsacrossIndia.VodafoneIndiareachesouttoallofthemwiththeirlogisticalnetwork.ThesupplychainteamcaterstoseveralfunctionsthatincludeNetworkInformationTechnologySalesandMarketingRetailCustomerServiceBusinessSolutionsSupportfunctionstherebyensuringseamlessavailabilityofservicestothecustomers.Amajorityofthecompanyssupplychainincludesserviceandroll-outsuppliersthatassistintheset-upofbase-stationsinstallationoftowersandhelpswiththeirmaintenanceaswell.VodafoneIndiahasapproximately6000suppliersnationwideforallcirclesandtheycatertoalltypesofbusinessneedsofVodafoneIndia.TECHNICALAPPROVEDPREFERREDSTRATEGICIncreaseinSpendBusinessImpactSafetyRisktoVodafoneIndiaLowMediumHighSignificantFootprintsIV.VodafoneIndiaSustainabilityReport2013-1437EmpoweringSuppliers VodafoneIndiahasundertakenseveralinitiativestoimprovetransparencyefficiencyandsourcingpracticestobetterempoweritssuppliers.TheCodeofEthicalPurchasingisanintrinsicpartofthesupplierevaluationprocessatVodafoneIndia.Itsetsbenchmarksforsupplierstocomplywithhumanrightslabourstandardsenvironmentalmanagementandagainstbriberyandcorruption.InitsefforttoenhancetransparencyandachieveexcellenceVodafoneIndiahasputinplaceasupplierportal.Thisonlineportalallowssupplierstoaccessalltherelevantinformationpertainingtothemgivingthemthepowertoaccessreal-timeinformationandraisegrievances.VodafoneIndiacategorisesSupplierRiskPotentialsuchthattherequiredcontrolscanbeimplementedtomitigatehighlevelsofRisk.TheSCMteamhasdevelopedaninnovativeframeworktoclassifytheirexistingsuppliersbasedonthreeimportantcriteria-SpendBusinessImpactandSafetyRisk.SupplierDe-RiskingVodafoneIndiassupplierde-riskingprogrammecreatedthroughanexternalauditagencyisaimedtoevaluateasupplierfromdatasecurityCodeofEthicalPurchasingsafetyandsustainabilityperspective.TheSupplierDe-riskingInitiativeSDIwasconceivedtomitigaterisksassociatedwithvariousoutsourcedsupplierswhoprovideservicestoVodafoneIndia.Aspartofthisprojectaround1000supplierauditswereconductedtoassessthesuppliersinformationsecurityandprivacypostureacross582suppliers.For415suppliersre-auditswereconductedtoassesstheclosureofinformationsecurityandprivacyissuesreportedinfirstroundofaudit.Environmentalassessmentsonwastemanagementre-useandre-engineeringprocessesareconductedsoastomonitorandmitigateenvironmentandsocialrisks.SupplyChainManagementSignificantamountofworkhasbeendonetoscreensuppliersacrossvarioussupplychaincategories.FollowingvigilantmonitoringofhighrisksuppliersthefollowingtworiskmitigationstrategieshavebeenputinplaceTraininghighrisksuppliersandadherencetoHSWstandardsviacontractualtermsImplementationofConsequenceManagementMatrixCMMforviolationsHealthSafetyandWell-beingofSuppliersVodafoneIndiahaswelldefinedpoliciesandsystemsinplacetomanageHSWfornotjustitsemployeesandcustomersbutforitspartnersandsuppliersaswell.HSWrequirementshavebeenintegratedintotheSupplyChainManagementprocessandthefollowingprocessesensurecommitmentandcomplianceofsub-contractorsandsupplierstoVodafoneIndiasHSWrequirementsThirdPartyHSWManagementProcessScreeningofcontractorsandsuppliersforHSWIntegratingHealthandSafetyintocontractingprocessMandatoryHSWconditionssignedoffbysuppliersHighriskcontractorsidentifiedandmeasurestakentoreducethesecontractorsHSWpolicyandrequirementscommunicatedtocontractorsandsuppliersHSWConsequenceManagementMatrixforsuppliersupdatedbasedonnatureofnon-complianceMeetingswithkeycontractorsateachCircleonamonthlybasisMonitoringContractco-ordinatorsLinemanagersmonitorcontractorsperformanceonHSWonaperiodicbaiss.1234567Stepstodayforabettertomorrow ForallhighriskactivitiesanHSWplanissoughtfromthesuppliersbeforeissuingthepurchaseorder.Thisplanoutlinestheprocessforhazardidentificationriskassessmentandcontrolmeasuresassociatedwiththeactivities.Theplanalsosetsoutthecomplianceprocedureforanyrelevantlegalrequirements.TocomeonboardthesupplierneedstoqualifyandobtaintheminimumqualitythresholdscoreandendorsethepolicycompliancedocumentofVodafoneIndia.Thehighrisksuppliersareperiodicallymonitoredfortheirperformancebythelinemanagers.CorporateSCMalsohasaprogrammeinplacetoreduceandconsolidatethehighriskcontractorsnumbersforbettercontrol.TheVodafoneIndiade-riskingprogramismanagedbyanexternalauditagency.Theauditobservationsarecriticallyexaminedandcorrectivemeasuresaretakenandaligned.Thesupplierbasereductiondriveaimsatconsolidatingthesupplierbasetoreducethesafetyandsustainabilityrisksassociatedwiththem.Accordinglythesupplierbasehasbeenoptimisedto9149duringtheyearandistargetedtobereducedfurther.Weconductourbusinessinafairandtransparentmannerwithastrongfocusongovernanceandethicalpractices.Oursuppliersarecriticaltooursuccessandweconsistentlyengagewiththemtoimproveefficiencyenablingthemtodeliverwithspeedsimplicityandtrust.Wehavesuccessfullypartneredwithkeysupplierstostandardiseprocessesforseverallargeinitiativestoenhanceprocesseffectivenessandimprovebusinessoutcomes.-ThomasReistenChiefFinancialOfficerFootprintsIV.VodafoneIndiaSustainabilityReport2013-1439SolutionProvidersHardwareSoftwareetc.DistributorsSuppliersContractualWorkforceInfrastructureDevelopmentInstallationandMaintenanceEnterpriseCustomersRetailCustomersStoresandOutletsCallCentersVodafoneIndiaSupplierBasedOptimisation540002400024000128001280091490100002000030000400005000060000SupplierbaseAchievedFY11-12FY12-13FY13-14Numbersareinunits22UnitsrefertothenumberofthesuppliersSchematicrepresentationofVodafoneIndiasSupplyChain VodafoneBusinessServicesenablesbusinessesandenterprisestoharnessthepoweroftotalcommunicationssolutionsbybringingtogethervoiceanddatawirelessandwirelinetoCommunicateCollaborateandConnect.Withitsglobalreachandunderstandingoflocalmarketrequirementsitbringsbothscaleandflexibilitythatbusinessesneed.Adedicatedteamoftechniciansandtechnologyexpertsensuresanassuranceofqualityindeliveringenhancedconnectivityandefficientcustomisedsolutionsbackedwithstate-of-the-arttechnologyandback-endwhicharenotjustbestinclassbutalsocost-effective.M2MVodafoneIndiasMachine-to-MachineM2MSolutionsconnectdevicesappliancesandmachineswirelesslytotheinternetturningthemintointelligentassetsthatopenuparangeofpossibilitiesforbusinesses.ThepotentialofM2MSolutionsisalmostunlimitedacrossanydeviceinanybusinesssectorandlocatedanywhereintheworld.Italsoprovidesyouwithdatarequiredforeffectiveanalysisanddeploymentofactionsneededwhilekeepingtightercontroloncosts.TounderstandandsharethepossibilitiesofM2MtheDepartmentofTelecommunicationsDoTformulatedaconsultativecommitteetodesignandformulateM2Mregulatoryguidelines.VodafoneIndiapartneredwiththeAssociatedChambersofCommerceandIndustryofIndiaASSOCHAMtoconductaworkshoponM2Mandfacilitateindustrydiscussions.MahindraREVAMahindraREVAengagedwithVodafoneIndiatoexplorethepossibilitiesofM2Mforitsnewventure.Thisfirst-of-its-kindcollaborationenablescarownerstoaccessvariousfeaturesandfunctionsoftheirvehicles.Byusingasmartphoneapplicationfromadedicatedwebpagetheuserscannowcheckthebatterychargecontrolitsair-conditioninglockorunlockdoorsfindthenearestchargingstationandmore.ItalsoprovidestheownerwithautomaticSMSalertsonavarietyofsafetyandsecuritychecks.EmpoweringBusinessesSpaceforImageStepstodayforabettertomorrow MswipeEnsuringthemostrobustreliableconnectivitynationwideVodafoneIndiasMswipesolutionenablessmallerretailerstoacceptcardpaymentsthusreducingthecostofdoingbusiness.UserscandownloadtheMswipeapplicationontheirsmartphonesandthenswipecardsatthepointofpurchase.ThepaymentdetailsaresentviaaVodafoneM2MSIM.Thephoneactsonlyasamodemtotransferdatanocustomerdetailsarekeptonthephone.VodafoneIndiaplanstoexpandthisinternationallybysellingMswipesolutionsinPakistanNepalandPhilippines.Thecompanyaimstotakethissolutionto100000merchantsbytheendof2016.DoorstepBankingToeliminatethedocumentationprocessandenableon-the-spotbankingVodafoneIndiapartneredwithaleadingprivatesectorbanktopioneerTabletBanking.Itisavirtualbankingconceptthatallowscustomerstheconvenienceofopeningabankaccountinthecomfortoftheirhomeoroffice.Thiscomprehensivemobilesolutionapproachenhancescustomerexperienceandimprovesserviceavailabilityandofferseasyaccessibility.VodafoneIndiaprovided3Gconnectivityto5000tabletsandhelpedmanagethedeviceapplicationconnectivityandlifecyclemanagement.Initiatedin29citiestheserviceisnowavailablein300cities.Thesolutionenhancedefficiencyandledtohighercostsavingsduetoautomatedprocess.Ouraheadofcurvecommunicationsolutionsenableenterprisestoaddressbusinesschallengesoftodayandprepareforthefuture.BybringingtogetherVoiceandDatawirelessandwirelineserviceswecreatecustomisedsolutionsforcorporatesandhelpthemharnessthepoweroftotalcommunicationstoenhanceoperationalefficiencyandaddresssomeoftheirsustainabilitychallenges.-NaveenChopraDirectorVodafoneBusinessServicesVBSFootprintsIV.VodafoneIndiaSustainabilityReport2013-1441 EnvironmentTheaggregateofsurroundingthingsconditionsorinuencesinwhichabusinessoperatesconstitutesitsenvironmentwhichgetscontinuouslyimpactedasaresultofregularbusinessoperations.Cateringtogrowingbusinessdemandsinamannerthatcontinuallyminimisesthepotentialadverseimpactontheenvironmentatlargeformsthecoreofsustainabledevelopment.VodafoneIndiaunderstandsthatenvironmentalsustainabilityisvitaltoensurelongtermsurvivalandwell-being.Thechoicesitmakesandtheactionsittakestodayimpactthefuture.GoingbeyondtheconventionalVodafoneIndiahastakenconsciousstepstomanifestitscommitmenttowardsasustainabletomorrow.FocusonLEEDcertiedofcesgreennetworkgreendatacentressourcingrenewableenergycomprehensivewastemanagementreducingGreenHouseGasGHGemissionshaveallresultedintheorganisationreducingitscarbonfootprintevenasitexpandsitsoperationsandbusiness. LEEDBuildingsLeadershipinEnergyandEnvironmentalDesignLEEDisacerticationprogramforthedesignconstructionoperationandmaintenanceofhighperformancegreenbuildings.LEEDoffersthirdpartyvalidationofabuildingprojectsgreenfeaturesandcorroboratesthatthebuildingisoperatingpreciselythewayitwasdesignedto.InordertoreceiveLEEDcerticationbuildingprojectsneedtofullcertainprerequisitesandearnpointstoachievedifferentlevelsofcertication.AkeyinitiativeundertheVodafoneCaresEnvironmentpillarLEEDcerticationwasrstobtainedin2012fortheVodafoneIndiaLucknowofce.Eversincethecompanyhasfocuseditseffortsintoreducingitsenvironmentalfootprintthroughinvestmentsingreenbuildings.TheseLEEDbuildingshavefacilitatedinenhancingenergyefciencyreducingwaterconsumptionconservingnaturalresourcesselectingsustainablesitesandhavingahealthierspaceforoccupants.InFY2013-14VodafoneIndiahassuccessfullyachievedPlatinumCertication87outof100pointsforDelhicircleofceandGoldCertication75outof100pointsforIBFCcorporateofceatMumbai. SomeoftheinitiativesemployedinthesebuildingshavebeenOccupancysensoroperatedLEDlightingwhichconsumes50lesspowerLowemissionglassfaadetopreventheattransmissionandreducetheheatloadofbuildingDaylightsensorstotakemaximumbenetofsunlightInhouseReverseOsmosisROltrationplantSensoroperatedwaterfaucetstooptimisewaterusageRainwaterharvestingtomaintaingroundwater. InadditiontoundertakingenergyefficiencyinitiativesinitsownoperationsVodafoneIndiahasalsoengagedwithitspartnerstodesigndevelopanddeploygreensolutionsacrossitsnetworkandoperationsenablingcustomerstooptfore-statementscreatedbusinesssolutionsthatreducetheneedtotravelandimplementedenterprisemanagementplatformsforstorageoptimisation.ThesearesomeofthestepsthatVodafoneIndiahastakentopropagateresponsibleenergyconsumption.GreenNetworkNetworkformsthebackboneofVodafoneIndiasoperations.Inordertoprovideseamlessconnectivityitrequiresconsistentenergyfeedtorunthelargenetworkcontinuously.Thistaskismademoredifficultwithanunreliablesupplyofelectricpoweracrossvastareasofthecountry.VodafoneIndiainitsownwayhasinitiatedandimplementedseveralstepstomakeitsnetworkenergyefficientandreduceitsoverallcarbonfootprint.Co-locationofSitesVodafoneIndiahasanetworkfootprintof119923basestationsasonMarch2014withmajorityofitsbasestations106160sites89ofnetworkco-locatedalongwithotheroperatorsandthirdpartytowercompanysites.Byleadingthisindustryinitiativeofco-locationofsitesVodafoneIndiahascontributedtoreducingtheenergyconsumptionbysharingofresources.ConservingEnergySeggregationofVodafoneIndiasNetworkFootprintFootprintsIV.VodafoneIndiaSustainabilityReport2013-1445BaseStationsoperationallycontrolledbyVodafoneIndiaBaseStationsatthirdpartytowercompanysites8911 GreenSites17580sitesofVodafoneIndias106160partnersiteshavebeendeclaredasGreenSites.DeploymentofinnovativesolutionslatestbatterytechnologyandclosemonitoringofsiteshasledtocompletedieselfreeoperationsatthesesitesmakingthecitiesofAhmedabadChennaiHyderabadJaipurKolkataLucknowMumbaiandSuratgreenerandcleaner.Attheremaining11sitesownedandoperatedbyVodafoneIndiathecompanycontinuestotakedefinitivestepstoreduceitsenergyfootprint.GiventhatthemajorityofthesebasestationsarelocatedinregionswhereavailabilityofgridelectricityisunreliableDieselGeneratorsDGarecommonlyusedforround-the-clockrunningofthenetwork.Thedeploymentofenergyefficientandrenewableenergytechnologieshelpsthecompanymanagefuelconsumptionandreduceitsdieselconsumption.VodafoneIndiaselectricityconsumptionfromitsnetworkwhereithasoperationalcontrolsitesswitchesanddatacentresitsofficesandretailstoreshasbeen1515600GJanditsdieselconsumptionfromthesamehasbeenapproximately1424098GJduringFY2013-14.ElectricityConsumption0FY10-11700140021001346142114801516FY11-12FY12-13FY13-140FY10-115001000150020001856FY11-12FY12-13FY13-14169016221424Allfiguresin000GJDieselConsumptionNote-ThisgraphshowcasesVodafoneIndiaselectricityconsumptionfromitsnetworkwhereithasoperationalcontrolsitesswitchesanddatacentresitsofficesandretailstores.Note-ThisgraphshowcasesVodafoneIndiasdieselconsumptionfromitsnetworkwhereithasoperationalcontrolsitesswitchesanddatacentresitsofficesandretailstores.Allfiguresin000GJSomeofthekeyenergyefficiencysolutionsatVodafoneIndiaownedandoperatedsitesincludeHybridSolutionsLastyearVodafoneIndiareduceditsdieselconsumptionby50bydeployinghybridsolutionswithintelligentcontrollersacross300ofitsVodafoneIndiaownedsites.Thistakesthetotalnumberofsiteswithhybridsolutionsto3000VodafoneIndiaownedsitesacrossthecountry.Indoor-OutdoorConversionBystrategicallyconvertingitssitesfromindoortooutdoorVodafoneIndiaeliminatedtheuseofairconditionersat729VodafoneIndiaownedsitesresultingina172542tonnesdecreaseincarbonemissionsduringFY2013-14.Sofar1700ofallVodafoneIndiaownedsiteshavebeenconvertedfromindoortooutdoor.At1000indoorsitesthecompanyhasalsodeployedFreeCoolingUnitsFCUswhichshutoffairconditionerwhenambienttemperatureisfavourablethusreducingtheneedforair-conditioningat1000ofitsindoorsites.ThiseffortwasextendedbyVodafoneIndiatoitspartnertowercompaniesaswell.Byconverting11539oftheirindoorsitestooutdooradecreaseof57000tonnesofCO2emissionshasbeenrecorded.Stepstodayforabettertomorrow SolarPoweredSitesVodafoneIndiahasbeensuccessfullyharnessingsolarenergysince2010.DuringFY2013-14itdeployedsolarsolutionsat161sitestherebyincreasingthetotalsolarpoweredsitecountto405off-gridandpoorgridsites.Thishasresultedinasubstantial75reductioninDGruntimeatthesesites.Note-ThesegraphsshowcaseVodafoneIndiasScope1and2CO2emissionspernetworknode4whereinScope1and2emissionsincludedatafromitsnetworkwhereithasoperationalcontrolsitesswitchesanddatacentresitsofficesandretailstores.3GBTrafficdataovernetworkinGigabytes4NodeWhichsupportsacarrierorbandofonetechnologygenerationacrossallsectorsservedbyasiteScope1CO2footprintTonnespernodeAllfiguresinTonnespernodeScope2CO2footprintTonnespernodeAllfiguresinTonnespernodeScope12and3CO2footprintofVodafoneIndiaAllfiguresinKgperGB3Note-ThisgraphshowcasesVodafoneIndiasScope12and3CO2footprintwhereinScope1and2emissionsincludedatafromitsnetworkwhereithasoperationalcontrolsitesswitchesanddatacentresitsofficesandretailstoresandScope3includeemissionsfromothertowercompaniesandsharedsiteswhereVodafoneIndiaisatenant.Scope1andScope2CO2EmissionsAbsolute0FY10-1150000135618FY11-12FY12-13FY13-14100000150000200000250000300000350000400000303809123742321104118741336824104284345222Scope1CO2EmissionTonnesScope2CO2EmissionTonnesAllfiguresinTonnesNote-ThisgraphshowcasesVodafoneIndiasScope1andScope2CO2absoluteemissionswhereinScope1and2emissionsincludedatafromitsnetworkwhereithasoperationalcontrolsitesswitchesanddatacentresitsofficesandretailstores.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1447 GreenITVodafoneIndiahasmadeconsciouseffortstomakeitsoperationsgreenerandmoreefficientwiththeadoptionofsustainablepracticesandnewtechnologiesastheyevolveevenasitintensifieditseffortstoreduceandsuitablymanagethecarbonfootprintcreated.VideoConferencingToreducetravelfootprintandGHGemissionsaswellasincreaseproductivityVodafoneIndiapromotestheuseofVideoConferencingVCasanalternativetotravellingformeetingsbothinterandintracityespeciallyforinternalpurposes.DuringFY2013-14thecompanyincreasedthenumberofVCsessionsby60approximatelyleadingtoareductionof15762tonnesofCO2emissions.VirtualisationandDeactivationVodafoneIndiahasundertakeninitiativestofacilitatetherunningofmultipleOperatingSystemsOSandapplicationsonsingleserverhardwarebyusingsharedresourcepoolstherebyincreasingsystemproductivity.Over1089OSinstanceshavebeenvirtualisedagainst1490physicalhardwareserversincreasingVodafoneIndiasvirtualisationfootprintto37.Also129physicalOSinstanceshavebeendeactivatedresultinginareductionof24physicalserver.Thisinitiativehasgeneratedanannualreductionof54.43GJofenergyconsumptionand12.4tonnesofCO2emissions.DatabaseConsolidationConsolidationofdatabasesbyclubbingsmallerdatabaseshasrelievedunusedresourcesandmadeavailableadditionalcomputingcapabilitiesintheserver.17databaseshavebeenconsolidatedgivingrisetoenergysavingsofabout94.6GJandtoacarbonfootprintreductionof21.5tonnesperannum.DatabaseOptimisationInordertofinetuneandoptimiseperformanceandresourcesVodafoneIndiahasinitiateddefragmentationre-indexingandoptimisationoftherecyclebinwhichhasledto696TerraBytesofstoragecapacityreductionand1104GJofenergyconsumptionreductiontherebyreducingCO2emissionsby251.4tonnesperannum.PowerPolicyVodafoneIndiahasestablishedaninternalPowerPolicyviatheConfigMgrR3toolwhichoptimisesthepowerconsumedaspercustomisation.Themodeoffersmaximumperformancewhentheuserneedsitandsavespowerduringinactiveperiods.EffectiveimplementationofthisPowerPolicyhasledtoCO2reductionof10048tonnesannually.CloudComputingVodafoneIndiahassetupmultiplehighcapacityserversthatareinterconnectedtoprovideahugeresourcepoolandcentralisedmanagementthroughCloudComputingwhichbasicallyenablesdeliveryofInfrastructureasaServiceIaaS.Oncreationofthispoolvirtualservershavebeencreatedtocatertoapplicationrequirements.ThisCloudComputinginitiativehasresultedinreductioninVodafoneIndiahardwarefootprintandenergyconsumptionaswellasoptimalutilisationofresources.Stepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1449ExadataToreducetheamountofenergyconsumedbyUPSSUnifiedPrepaidSupportSystemVodafoneIndiaisre-engineeringtheUPSSontoanalternatetechnologyknownasExadatawhichrequireslesserhardwareandreducesenergyconsumption.Thistechnologyisexpectedtoreducestorageby12-25timesandisestimatedtogenerateanannualreductionof4610GJinenergyconsumptionleadingtoCO2reductionof1050tonnes.GreenDataCentresIncreasingneedsforstoringinformationcomputingandanalysishasledtocapacitiesofexistingdatacentresbeingexpandedandnewonesbeingset-up.InadditiontothepowerconsumedbytheserversandotherITequipmentthatarehousedintherethesecentresrequireconsistentambientconditionsoftemperaturehumiditydustfreeenvironmentetc.tobemaintained24x7.VodafoneIndiahasworkedwithitssuppliersandpartnerstodeployenergyefficientcoolingsystemsthatuserecycledwaterinsteadofonlyairconditionerstomaintainthedesiredweatherconditions.ThishasresultedinreductionoftheoverallpeakdemandforelectricpowerandreducedGreenhouseGasesGHGemissions.VodafoneIndiasavesapproximately53918GJofenergyduetotheefficientcoolingsystemperyear.EnergyManagementforSmallBusinessesVodafoneIndiaalongwithitspartnersprovidescloudbasedenergymanagementsolutionstoitscorporateclientsthathelpsthemtracktheirenergyconsumptionandaccordinglyplanreductioninitiatives.Startedin2011thisserviceofferinghashelpedapproximately200SMEclientsacrosssectorsinNorthernIndiasTier12and3citiestoreducetheirenergycostspreserveresourcesearngreencreditsandcomplywithGRIHAGreenRatingforIntegratedHabitatAssessmentstandards.ContributingtowardsVodafoneGroupsTargetsTheVodafoneGrouphassetupachallengingyetachievabletargetforitsemergingmarkets.ThistargetinvolvesreducingCO2pernetworknodeby20againstaFY2010-11baselinebyMarch2015.ThroughtheconsciouseffortsofVodafoneIndiaandotherstheGrouphasalreadyreduceditsemissionspernetworknodeto15tonnesofCO2a19reductionfromtheFY2010-11baselineandiswelloncoursetomeetthesettargetnextyear.ComputationMethodologiesThecomputationofGHGemissionsisbasedonactivitydatamultipliedbyemissionfactorsspecifiedintheCO2BaselineDatabasefortheIndianPowerSectorUserGuideversion9.0January2014issuedbyCentralElectricityAuthorityGovernmentofIndia.OurunflinchingcommitmentinGreenTelecommotivatesustocontinuallyinnovateanddevelopenergyefficientsolutions.Theonusisonustoensurethatwemeettheneedsofthepresentwithoutcompromisingtheabilityoffuturegenerationstomeettheirownneeds.Accordinglywearedesigningdevelopinganddeployinggreensolutionsincreasinglyacrossournetworkevenaswecontinuetoresearchthepotentialofourtechnologytofurthercontributetosustainableliving.-VishantVoraDirectorTechnology VodafoneIndiaswastemanagementpolicyensuresadequateandappropriatedisposalofalltypesofwaste.InitiatedinFY2011-12ithasenabledVodafoneIndiatoestablishauniformandholisticapproachtowardswastemanagementincompliancewithlocallawsregulationsandinaccordancewithbestpractices.InFY2013-14wehaveonlyreportedonhazardouswaste.Insubsequentreportswewilldisclosedataonhazardousaswellasnon-hazardouswaste.VodafoneIndiahasdisposedover2365tonnesofwaste.ReSolveBasedonthreeRsReduceReuseandRecyclethisendeavourraisesawarenessaboutwastemanagementamongstemployeesandcommunitieswhiledefininganend-to-endmanagementprocessofwetwastepaperandplasticwaste.Atthecoreofthisprojectisawaste-to-wealthinitiativelinkingVodafoneIndiaswasteoutputtoarecyclingprojecttherebyenhancinglivelihoodopportunitiesthroughpartnershipswithcredibleNGOsforcreationoflocalcommunity-basedenterprise.ThisGoldenPeacockAwardwinninginitiative-ReSolve-providessustainablelivelihoodopportunitiesfortheurbanpoorandispresentlybeingimplementedbylocalNGOpartnersacrosseightcircles-KolkataBengalKarnatakaChennaiDelhiUPWestMaharashtraandGoaGujarattherebybenefitting40ragpickerfamilies.WasteManagementTotalWasteE-Waste694833HazardousWaste227335Battery270573Scrap1172307AllfiguresinKGE-WasteAllelectronicscomponentscardsetc.HazardousWasteCoppercablesandoilremovedfromdieselgeneratorsetsBatteryAllbatterycellscategorisedasunusable.ScrapMSIronscrapfromunusedanddamagedcabinetsStepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1451Scrapistrackedandpooledcentrally.Itisthenstoredincordonedareasandsoldtolicensedrecyclers.Disposalofhazardousmateriallikeleadacidbatteriesisacrucialelementofwastemanagementandismanagedthroughapredefinedprocesstolicensedrecyclers.Partneringwithauthorisedrecyclers.E-wastepolicyandsaleofelectronicscrapDeadcellsgeneratedinthenetworkoperationsarerevivedtogivealifeextensionof6-12months.Besidesbeingenvironmentalfriendlythisinitiativealsomeetsthelocalregulatorycompliance.Proof-of-Concepthasbeenasuccess.Thiswillberolled-outtocirclesinFY2014-15.Phonebillsaredistributedthroughelectronicmeanslikee-mailerssoftcopiesinCDsandlikewisetoreducetheuseofpaper.ToreducetheconsumptionofPVCVodafoneIndianowusesthequartercard.thesizeofthestandardSIMcardthesearemadeofrecyclablegradePVC.Withanobjectivetoreducetheconsumptionofpaperthesizeofrechargecouponshasbeenreducedbyfivetimesapproximately.InordertoreducetheconsumptionofpaperthesizeofthebillenvelopehasbeenreducedfromA4sizetoA5sizehalfthestandardsize.BatteryCellRevivalE-billpromotionChangeinSIMsizeChangeinRechargeCouponsizeInitiativesbyVodafoneIndiaChangeinBillEnvelope ReducingEnvironmentalImpactOperatingintheareaofenvironmentalresponsibilityVodafoneIndianotmerelycomplieswithregulationsbutalsoworksresponsiblytowardsreducingitsenvironmentalimpact.TheaccomplishmentsofVodafoneIndiatodatehavesignificantlyreducedtheenvironmentalimpactsofitsoperationsandproducts.GreenBillEvery3000consideringnormalcopierpaperGSMasapproximately75GSMandGSMofenvelopepaperasapproximately120GSMsheetsofpapercostusatree.MindfulofthisexcessVodafoneIndiahasgoneastepaheadofthestatice-bill.ItsGreenBillinitiativeallowscustomerstoaccesstheirbillthroughvariouslinksmakepaymentsregisterondirectdebitandevensortbills.Promotionofonlinepaymentmodeshaswitnessedanincreaseindigitalpaymentsfrom20.53March2013to24.37March2014.TheGreenBillpenetrationhasalsoincreasedfrom46.55March2013to47.58March2014therebysavingapproximately0.4millionsheetsofpaperequivalentof133trees.Wehavealsomadethewelcomevisitformsdigitalwhichhashelpedsaveapproximately0.8millionsheetsofpaperequivalentof266trees.TreePlantationTopromotetreeplantationintheyearstocomeVodafoneIndiahasjoinedhandswithGrow-Trees.comtheexclusiveplantingpartnerforUnitedNationsEnvironmentProgramsBillionTreeCampaign.300000treeswillbeplantedoverthreeyearsbetweenKanhaandPenchnationalparkscreatingafirst-of-its-kindwildlife-corridor.Thisactivitywillbespreadoutover100hectaresofforestlandbetweenthetworeserves.WiththisuniqueprojectVodafoneIndiawillbeabletooffsetthe33millionkilogramofcarbonfootprintgeneratedbyitsofficeseveryyearforthreeyears.Inadditionthisprojectwillcreateabout25000workdaysofdirectjobsmainlyforwomenandtribalsinhabitingthearea.LastyearVodafoneIndiatied-upwithGiveIndiaGItoundertakeatreeplantationprojectinfivevillagesinMaharashtra.TheNGOpartnerNationalRuralResearchandDevelopmentAssociationNARADhelpedthecompanyinplanting26700treesduringJulyAugust2012.Thesaplingswillbemaintainedforthreeyears20122015.Thisinitiativehasledtotheutilisationofwastelandbyfarmersthatwasearlieronlyusedforcattlegrazing.Stepstodayforabettertomorrow EmbeddingSustainableDevelopmentInApril2012actinginasustainablewaywasmadeapartofthecompanysIndiaspecificMissionstatement.ThiscommitmenttowardssustainabledevelopmentwasreinforcedatitsFY2013-14ManagementConferenceanannualsummitofVodafoneIndiastopleadershipteambymakingtheconferencecarbonandwasteneutral.Tooffsetcarbonfootprintcreatedatthetwo-dayeventowingtolocalandairtravelhotelstayandenergyconsumptionVodafoneIndiacontributedRupees100000toplant1000trees.EchoingtheVodafoneIndiaswastemanagementinitiativeReSolvetheConferenceoffsetitswastefootprintbyensuringrecyclingofpaperandplasticandcomposting.ResponsibleUseofMaterialsTosignificantlyreducethequantityofharmfulaircontaminantsVodafoneIndiaincorporatesregionalmaterialswithahighrecycledcontentwhileconstructingitsbuildings.Thisincludesadhesivesandsealantspaintsandcoatings.Thecompanyalsoemploysproperandresponsiblemethodsofdisposingconstructionwastetolandfills.Regionalmaterialsarematerialssourcedwithin400kmfromthebuildingconstructedasmandatedbyrequirementLEED.CollaborationsandPartnershipsTheEnergyResourcesInstituteTofurtherembedandpromotesustainabilitywithinitsoperationsVodafoneIndiadidastrategictie-upwithTheEnergyResourcesInstituteTERIduringFY2013-14.Thekeyfocusareasunderthispartnershipincludeadvisoryonenergyconservationandgreentelecomwasterecyclingoffsettingcarbonfootprintandothersustainabilitydevelopmentinitiatives.TofosterevolutionofenvironmentalsustainabilityVodafoneIndiaisseekingmembershipofTERIsBusinessCouncilforSustainableDevelopmentandintendstoplayanactiveroleinfurtheringitscauseandobjective.TheCalcuttaElectricSupplyCorporationBypartneringwiththeCalcuttaElectricSupplyCorporationCESCVodafoneIndiaseekstoofferlowcarbonsolutions.Thispartnershipaimstoimprovecustomerserviceandcutoperationalcostsbyachievingmeterreadingaccuracyofover99byusingsmartmetersconnectedonVodafoneIndiasnetwork.TechnologyPartnersBesidesfollowingthebestpracticesintechnologyimplementationVodafoneIndiaincollaborationwithitstechnologypartnershasimplementedseveralactiveinfrastructuresolutionsincludingshuttingdownassociatedcabinetsandextratransmittersduringlowtraffictoreduceenergyconsumption.FootprintsIV.VodafoneIndiaSustainabilityReport2013-1453 SustainabilityMetricsKeysustainabilityperformancemeasureson31stMarch2014OurNetworkNumberofbasestationsites119923EnergyConsumptionatsitesandfacilitiesoperationallycontrolledbyVodafoneIndiaElectricityConsumptionGJ1515600DieselConsumptionGJ1424000TotalCo2EmissionsTonnesofCO2449506WasteGenerationQuantityofe-wasteKG694833QuantityofhazardouswasteKG227335QuantityofbatterydisposedKG270573QuantityofscrapKG1172307TotalwastegeneratedKG2365048OurPeopleTotalnumberofemployees12404Averageemployeeattritionrate17WomenEmployees19Stepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1455IntroductionDNVGLrepresentedbyDNVBusinessAssuranceIndiaPrivateLimitedhasbeencommissionedbythemanagementofVodafoneIndiaLimitedVodafoneIndiaortheCompanytocarryoutanindependentassuranceengagementType2ModeratelevelbasedonAccountAbilitysAA1000AssuranceStandard2008AA1000AS2008fortheCompanyssustainabilityperformance-qualitativeandquantitativeinformation-disclosedinFootprintsIVVodafoneIndiasSustainabilityReport2013-14theReportinitsprintedformatagainsttheGlobalReportingInitiativeG4SustainabilityReportingGuidelinesGRIG4-ReportingPrinciplesandStandardDisclosuresandpreparedinlinewiththeinaccordanceCoreoption.ThemanagementoftheCompanyisresponsibleforallinformationprovidedintheReportaswellastheprocessesforcollectinganalysingandreportingtheinformationpresentedintheprintedreport.OurresponsibilityinperformingthisworkisregardingtheverificationofthedisclosuresintheReportonlyandinaccordancewiththescopeofworkagreedwiththemanagementoftheCompany.Theassuranceengagementisbasedontheassumptionthatthedataandinformationprovidedtousiscompletesufficientandauthentic.Wedisclaimanyliabilityorresponsibilitytoathirdpartyfordecisionswhetherinvestmentorotherwisebasedonthisassurancestatement.TheintendedusersofthisassurancestatementarethemanagementoftheCompany.OurassuranceengagementwasplannedandcarriedoutinAugustSeptember2014.ScopeBoundaryandLimitationsofAssuranceThescopeofassuranceincludedthereviewofsustainabilitydisclosuresintheReport.InparticulartheassuranceengagementincludedTheverificationofthequalitativeandquantitativeinformationonsustainabilityperformancedisclosedintheReportpreparedbyVodafoneIndiabasedonGRIG4andcoveringidentifiedmaterialAspectsrelatedtoenvironmentalandsocialperformancefortheactivitiesundertakenbytheCompanyoverthereportingperiod1stApril2013to31stMarch2014anddisclosedinthisReportEvaluationofthedisclosedinformationintheReportbothGeneralandSpecificStandardDisclosureswiththeinaccordanceCorereportingrequirementsandthesystemsandtheprocesseswhichVodafoneIndiahasinplaceforadherencetotheReportingPrinciplessetoutinGRIG4EvaluationwithrespecttotheAccountAbilityprinciplesandspecifiedperformanceinformationforaType2ModeratelevelofassuranceinaccordancewiththerequirementsofAA1000AS2008InformationrelatingtotheissuesresponsesperformancedatacasestudiesandunderlyingsystemsforthemanagementofsuchinformationanddataInformationrelatingtomaterialityassessmentandstakeholderengagementprocessesConfirmationofsustainabilitydisclosuresrelatedtoGRIG4-inaccordanceCoreasdeclaredbyVodafoneIndia.ThereportingaspectboundaryisassetoutintheReportandisbasedoninternalandexternalmaterialityassessmentcoveringoperationsofVodafoneIndiaincludingkeysupplychainactivitiesandexcludesoperationsandsupplychainpartnersoverwhichthecompanyhaslimitedinfluenceandcontrol.Duringtheassuranceprocesswedidnotcomeacrosslimitationstothescopeoftheagreedassuranceengagement.Noexternalstakeholderswereinterviewedaspartofthisassuranceengagement.IndependentAssuranceStatement VerificationMethodologyThisassuranceengagementwasplannedandcarriedoutinaccordancewithAA1000AS2008i.e.Type2ModeratelevelofassuranceandDNVGLProtocolforVerificationofSustainabilityReportingVeriSustain-www.dnv.commoreondnvcravailableonrequest.TheassuranceengagementfocusedonverificationofsustainabilityperformancedisclosedintheReportincludingtheunderlyingmanagementsystemsandreportingprocesses.ThereporthasbeenevaluatedagainstthefollowingcriteriaAdherencetotheprinciplesofInclusivityMaterialityandResponsivenessaswellasReliabilityofspecifiedsustainabilityperformanceinformationassetoutinAA1000AS2008ApplicationoftheprincipleofmaterialityasperGRIG4AdherencetoadditionalprinciplesofCompletenessandNeutralityassetoutinVeriSustainTheGRIG4requirementsfortheinaccordance-Coreoption.Duringtheassuranceengagementweadoptedarisk-basedapproachi.e.weconcentratedourverificationeffortsontheissuesofhighmaterialrelevancetobusinessanditskeystakeholders.AspartoftheengagementwehaveverifiedthestatementsandclaimsmadeintheReportandassessedtherobustnessoftheunderlyingdatamanagementsysteminformationflowandcontrols.IndoingsowehaveReviewedthecompanysapproachtostakeholderengagementanditsmaterialitydeterminationprocessVerifiedtherobustnessofthedatamanagementsysteminformationflowandcontrolsPerformedsample-basedchecksoftheprocessesforgeneratinggatheringandmanagingthequantitativedataandqualitativeinformationincludedintheReportExaminedandrevieweddocumentsdataandotherinformationmadeavailablebyVodafoneIndiaattheCompanysheadofficeinMumbaiandvisitedtheofficesatNewDelhiBangaloreandKolkataIndiaConductedin-personandon-lineinterviewswithtopandseniormanagementteamofVodafoneIndiaandotherrepresentativesincludingdataownersanddecision-makersfromdifferentfunctionsandlocationsoftheCompanyPerformedsample-basedreviewsofthemechanismsforimplementingtheCompanyssustainabilityrelatedpoliciesasdescribedintheReport.ConclusionsInouropinionbasedonthescopeofthisassuranceengagementthesustainabilityperformancedisclosuresreportedincludingthereferencedinformationprovidesafairrepresentationofthesustainabilitymanagementsystemsandperformance.TheReportmeetsthegeneralcontentandqualityrequirementsofGRIG4i.e.GeneralStandardDisclosuresWereviewedtheGeneralStandardDisclosuresreportedinthisReportandweareoftheopinionthatthereportedinformationgenerallymeetsthereportingrequirementsforinaccordanceCore.Stepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1457SpecifcStandardDisclosuresWereviewedthereportedSpecificStandardDisclosuresidentifiedmaterialaspectsincludingthereasonsforomissionsandweareoftheopinionthatthereportedinformationgenerallymeetsthedisclosurerequirementsforcoveringGenericDisclosuresonManagementApproachDMAsandPerformanceIndicatorsforidentifiedmaterialAspectsasbelow1.Environment-EnergyG4-EN3G4-EN6GreenhouseGasEmissionsEmissionsG4-EN15G4-EN16andWasteManagementEffluentsandWasteG4-EN23coveringhazardouswaste2.Social2.1.LabourPracticesandDecentWork-HumanCapitalEmploymentG4-LA1TrainingandEducation-G4-LA9G4-LA11HealthandSafetyOccupationalHealthandSafetyG4LA5G4-LA7andSupplyChainSupplierAssessmentforLaborPracticesG4-LA142.2.Society-CommunityDevelopmentLocalCommunitiesG4-SO12.3.ProductResponsibility-ConnectivityandCustomerExperienceProductandServiceLabelingG4-PR5andCustomerPrivacyG4-PR8.WehaveevaluatedtheReportsadherencetothefollowingprinciplesonascaleofGoodAcceptableandNeedsImprovementAA1000AS2008PrinciplesInclusivityThestakeholderidentificationandengagementprocessiscorporatedrivenandincludesengagementwithkeystakeholderstoidentifykeysustainabilitychallengesandconcernstheReportfairlycapturesthekeyfeedbacksofidentifiedstakeholders.InourviewthelevelatwhichtheReportadherestothisprincipleisAcceptable.MaterialityThematerialitydeterminationprocessisstructuredbasedoninputsfromprimaryandsecondarychannels.TheReportfairlycapturesidentifiedmaterialaspectstoitsbusinessinthesustainabilitycontextofitsoperations.InourviewthelevelatwhichtheReportadherestothisprincipleisGood.ResponsivenessTheReporthasfairlybroughtoutitsresponsetoidentifiedmaterialaspectsthroughitspoliciesmanagementsystemsandgovernancemechanismsforthereportingperiod.InourviewthelevelatwhichtheReportadherestothisprincipleisAcceptable.ReliabilityThemajorityofdataandinformationverifiedattheheadofficeandatthreesitesvisitedbyuswerefoundtobefairlyaccurate.Someofthedatainaccuraciesidentifiedduringtheverificationprocesswerefoundtobeattributabletotranscriptioninterpretationandaggregationerrorstheseerrorshavebeencorrected.HenceinaccordancewiththeAA1000AS2008requirementsforaType2ModeratelevelassuranceengagementweconcludethatthespecifiedsustainabilitydataandinformationpresentedintheReportisreliableandacceptable.InourviewthelevelatwhichtheReportadherestothisprincipleisGood.SpecificevaluationoftheinformationonsustainabilityperformanceWeconsiderthemethodologyandprocessforgatheringinformationdevelopedbyVodafoneIndiaforitssustainabilityperformancereportingisappropriateandthequalitativeandquantitativedataincludedintheReportwasfoundtobeidentifiableandtraceablethepersonnelresponsiblewasabletodemonstratetheoriginandinterpretationofthedataanditsreliability.WeobservedthattheReportpresentsafaithfuldescriptionofthereportedsustainabilityactivitiesforthereportingperiod. AdditionalprinciplesasperDNVGLVeriSustainProtocolCompletenessTheReporthasfairlyreportedtheGeneralandSpecificStandardDisclosuresincludingthemanagementapproachandsustainabilityperformanceindicators.Howevercertaindisclosuresarepartiallyreportedassystemsfordisclosuresarebeingdevelopedandtimelinesforsamehasbeensetout.InourviewthelevelatwhichtheReportadherestothisprincipleisAcceptable.NeutralityThedisclosuresrelatedtosustainabilityissuesandperformancesarereportedinaneutraltoneintermsofcontentandpresentation.InourviewthelevelatwhichtheReportadherestotheprincipleofNeutralityisGood.OpportunitiesforImprovementThefollowingisasummaryofobservationsandfurtheropportunitiesforimprovementreportedbacktothemanagementofVodafoneIndiaandarenotconsideredfordrawingourconclusionontheReporthowevertheyareindeedconsistentwiththemanagementsobjectivesalreadyinplaceStrengthenthestakeholderengagementprocesstoidentifyandconsolidatekeystakeholderconcernsacrossVodafoneIndiasoperationssubsidiariesbusinessandsupplychainpartnersDisclosureofshortmediumandlong-termsustainablestrategiesgoalsandtargetsasresponsetostakeholderconcernsandidentifiedmaterialaspectsDisclosureofresultsofsupplychainriskassessmentcoveringthevaluechainpartnersandappropriatesustainabilitystrategiesadoptedtomanageemergingrisksDisclosureofmonitoringandevaluationoftheeffectivenessofCompanysCorporateSocialResponsibilityCSRprogrammesandapproachtoassessingsocio-economicimpactsrelatedtoCSRinitiatives.OurCompetenceandIndependenceWeareaglobalproviderofsustainabilityserviceswithqualifiedenvironmentalandsocialassurancespecialistsworkinginover100countries.WhilewedidconductotherthirdpartyassessmentworkwithVodafoneIndiain2013-14inourjudgementthisdoesnotcompromisetheindependenceorimpartialityofourassuranceengagementorassociatedfindingsconclusionsandrecommendations.WewerenotinvolvedinthepreparationofanystatementsordataincludedintheReportexceptforthisassurancestatement.DNVGLmaintainscompleteimpartialitytowardinternalstakeholdersinterviewedduringtheverificationprocess.ForDNVGLVadakepatthNandkumarProjectManagerHeadSustainabilityandClimateChangeServicesDNVBusinessAssuranceIndiaPrivateLimitedIndia.17thSeptember2014BangaloreIndia.SivasubramaniamBalasubramoniamAssuranceReviewerDNVBusinessAssuranceIndiaPrivateLimitedIndia.Stepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1459GlossaryASRAbsoluteSafetyRulesBMSBuildingManagementSystemBPABlindPeoplesAssociationCEOChiefExecutiveOfficerCEPTheCodeofEthicalPurchasingCESCTheCalcuttaElectricSupplyCorporationCMDChairmanandManagingDirectorCMMConsequenceManagementMatrixCSRCorporateSocialResponsibilityDGDieselGeneratorsDMADisclosuretoManagementApproachEMFElectromagneticFieldsERMEnterpriseRiskManagementE-WasteElectronicWasteFYFinancialYearGHGGreenhouseGasGIGiveIndiaGRIGlobalReportingInitiativeHDHighDefinitionHRHumanResourcesHSWHealthSafetyandWell-beingIAPIndianAcademyofPediatricsISWMIntegratedSolidWasteManagementITInformationTechnologyIVRTheInteractiveVoiceResponseKPIKeyPerformanceIndicatorsLEEDLeadershipinEnergyandEnvironmentalDesignMCSLMobileCommerceSolutionsLimitedMDManagingDirectorM2MMachine-to-MachineNABNationalAssociationoftheBlindNCNationalCorporateNICNationalInformaticsCentreNPONon-ProfitOrganisationOFCFOperatingFreeCashFlowRFRadioFrequencyRSVRUDISandeshVyavharRUDIRuralDistributionNetworkSCMSupplyChainManagementSDISupplierDe-RiskingSEWASelfEmployedWomensAssociationSMESmallandMediumEnterpriseSMSShortMessagingServiceSPOCSinglePointofContractTBLTripleBottomLineTERITheEnergyResourcesInstituteVBSVodafoneBusinessServicesVCVideoConferencingVGEVodafoneGlobalEnterpriseVIVodafoneIndiaWHOWorldHealthOrganisationWoDWorldofDifference GRIContentIndexGeneralStandardDisclosuresGeneralStandardDisclosureDisclosureItemLocationofDisclosureExternalAssuranceStrategyandAnalysisG4-1StatementoftheMDCEOCEOSpeaksPage1-2YesOrganisationalProfileG4-3NameoftheOrganisationAboutVodafoneIndiaPage5YesG4-4PrimarybrandsproductsandservicesAboutVodafoneIndiaPage7YesG4-5LocationoftheOrganisationsheadquartersAboutVodafoneIndiaPage5YesG4-6NumberofcountrieswhereorganisationoperatesAboutVodafoneIndiaPage5-6YesG4-7NatureofownershipandlegalformAboutVodafoneIndiaPage5-6YesG4-8MarketsservedAboutVodafoneIndiaPage5-6YesG4-9ScaleoftheorganisationAboutVodafoneIndiaPage5-7YesG4-10EmployeeprofileEmpowerment-EmpoweringEmployeesPage36YesG4-11PercentageofemployeescoveredbycollectivebargainingagreementsAstherearenounionsnocollectivebargainingagreementsexist.YesG4-12OrganisationssupplychainEmpowerment-EmpoweringSuppliersPage39YesG4-13SignificantchangesduringtheyearTherehavebeennosignificantchanges.YesG4-14PrecautionaryapproachorprincipleAbouttheReportPage4YesG4-15ExternallydevelopedeconomicenvironmentalandsocialchartersprinciplesorotherinitiativestowhichtheorganisationsubscribesTelecomRegulatoryAuthorityofIndiaTRAIGSMYesG4-16MembershipsofassociationsMembersofCOAICIIetc.YesStepstodayforabettertomorrow GeneralStandardDisclosuresGeneralStandardDisclosureDisclosureItemLocationofDisclosureExternalAssuranceIdentifiedMaterialAspectsandBoundariesG4-17EntitiesincludedintheorganisationsconsolidatedfinancialstatementsAboutVodafoneIndiaPage5-7YesG4-18DefiningthereportcontentandAspectboundariesAbouttheReportPage3-4YesG4-19MaterialaspectsVodafoneCares-MaterialityAssessmentPage13-14YesG4-20AspectboundarywithintheorganisationVodafoneCares-MaterialityAssessmentPage13-14YesG4-21AspectboundaryoutsidetheorganisationVodafoneCares-MaterialityAssessmentPage13-14YesG4-22EffectofanyrestatementsofinformationprovidedinpreviousreportsNorestatementshavebeenmadeYesG4-23SignificantchangesfrompreviousreportingperiodsNosignificantchangesinthereportYesStakeholderEngagementG4-24StakeholdergroupsengagedbytheorganisationVodafoneIndiaMission-StakeholderEngagementPage10-11YesG4-25BasisforidentificationandselectionofstakeholdersVodafoneIndiaMission-StakeholderEngagementPage10-11YesG4-26OrganisationsapproachtostakeholderengagementVodafoneIndiaMission-StakeholderEngagementPage10-11YesG4-27KeytopicsandconcernsraisedthroughstakeholderengagementVodafoneIndiaMission-StakeholderEngagementPage11YesReportProfileG4-28ReportingperiodAbouttheReportPage3YesG4-29DateofmostrecentpreviousreportVodafoneIndiaSustainabilityReport2012-13YesG4-30ReportingcycleAnnualsameasthefinancialyearcycleFY2013-14YesG4-31ContactpointforquestionsregardingthereportoritscontentsRohitAdyaDirectorofExternalAffairsYesG4-32InaccordanceoptiontheorganisationhaschosenAbouttheReportPage4YesG4-33ExternalassuranceAbouttheReportPage4YesFootprintsIV.VodafoneIndiaSustainabilityReport2013-1461 GeneralStandardDisclosuresGeneralStandardDisclosureDisclosureItemLocationofDisclosureExternalAssuranceGovernanceG4-34GovernancestructureoftheorganisationAboutVodafoneIndia-GovernancePage8YesEthicsandIntegrityG4-56OrganisationsvaluesprinciplesstandardsandnormsofbehavioursuchascodesofconductandcodesofethicsAboutVodafoneIndia-GovernancePage9YesSpecificStandardDisclosuresGRIG4ReferenceDMAandIndicatorsLocationofDisclosureExternalAssuranceDMAGeneraldisclosureonManagementApproachEducationPage16-23EmpowermentPage24-41EnvironmentPage42-53YesMaterialAspectEnergyManagementG4-EN3EnergyconsumptionwithintheorganisationEnvironment-CareforEnergyPage45-49YesG4-EN6ReductioninEnergyConsumptionEnvironment-CareforEnergyPage46-49YesMaterialAspectGHGEmissionsG4-EN15DirectGreenhouseGasGHGemissionsScope1Environment-CareforEnergyPage47YesG4-EN16EnergyindirectGreenhouseGasGHGemissionsScope2Environment-CareforEnergyPage47YesMaterialAspectWasteManagementG4-EN23TotalweightofwastebytypeanddisposalmethodEnvironment-CareforWasteReductionPage50-51YesMaterialAspectHumanCapitalG4-LA1TotalnumberandratesofnewemployeehiresandemployeeturnoverbyagegroupgenderandregionEmpowerment-EmpoweringEmployeesPage36YesG4-LA9AveragehoursoftrainingperyearperemployeebygenderandbyemployeecategoryEmpowerment-EmpoweringEmployeesTrainingonHealthandSafetyPage19-21YesG4-LA11PercentageofemployeesreceivingregularperformanceandcareerdevelopmentreviewsbygenderandbyemployeecategoryEmpowerment-EmpoweringEmployeesPage35YesStepstodayforabettertomorrow FootprintsIV.VodafoneIndiaSustainabilityReport2013-1463SpecificStandardDisclosuresGRIG4ReferenceDMAandIndicatorsLocationofDisclosureExternalAssuranceMaterialAspectSupplyChainG4-LA14PercentageofnewsuppliersthatwerescreenedusinglaborpracticescriteriaEmpowerment-EmpoweringSuppliersPage37YesG4-LA15SignificantactualandpotentialnegativeimpactsforlaborpracticesinthesupplychainandactionstakenEmpowerment-EmpoweringSuppliersPage37-39-MaterialAspectHealthandSafetyG4-LA5WorkerhealthandsafetycommitteesthathelpmonitorandadviceonoccupationalhealthandsafetyprogramsEducation-CareforHealthSafetyandWell-beingPage19-21YesG4-LA7WorkerswithhighincidenceorhighriskdiseasesrelatedtotheiroccupationEducation-CareforHealthSafetyandWell-beingPage19-20YesMaterialAspectConnectivityandCustomerExperienceG4-PR5ResultsofsurveysmeasuringcustomersatisfactionEmpowerment-EmpoweringCustormersPage34YesMaterialAspectCommunityDevelopmentG4-SO1PercentageofoperationswithimplementedlocalcommunityengagementimpactassessmentanddevelopmentprogramsEmpowerment-EmpoweringCommunitiesPage27-28YesMaterialAspectCustomerPrivacyG4-PR8TotalnumberofsubstantiatedcomplaintsregardingbreachesofcustomerprivacyandlossesofcustomerdataEmpowerment-EmpoweringCustomersPage33YesMaterialAspectMastsandHealthDMAAspectSpecificdisclosure-DMAEducation-HealthSafetyandWell-beingPage19-20Yes Stepstodayforabettertomorrow VodafoneIndiaLimited.PeninsulaCorporatePark.GanpatraoKadamMargLowerParelMumbai-400013India.byVodafoneIndiaLimited.Allrightsreserved.NopartofthispublicationmaybereproducedstoredinaretrievalsystemortransmittedinanyformorbyanymeanselectronicmechanicalphotocopyingrecordingscanningorotherwisewithoutthepriorwrittenpermissionofVodafone.WehaveengagedKPMGinIndiatoserveasadvisorsintheprocessofreportcontentdevelopment.Wevalueyoursuggestionsandinviteyourfeedbackonthisreport.ForanyfeedbackonthereportpleasewritetoRohitAdyaDirectorofExternalAffairsatvodafonecaresvodafone.com