Lausanne (ots) - Orange Communications SA, Lausanne, has published
its second Corporate Social Responsibility (CSR) report and presents
the first concrete results of its comprehensive CSR programme. Orange
measures the success of its programme on the basis of performance
indicators, such as customer and employee satisfaction, social
commitment, donations and environment protection initiatives. As part
of its long-standing partnership with UNICEF, Orange also commits
itself in favour of children at home and abroad.
The six most important countries in the Orange Group have
published their own CSR reports. Aside from Switzerland, these are
France, Romania, Slovakia, Holland and Great Britain. The report,
produced for the second time this year, examines the impact of Orange
business activities in the social, ecological and ethical fields.
The Orange Group has defined a series of compulsory service
performance indicators. Corporate philosophy and concrete projects
combine with these indicators to round off the CSR programme. As a
result, all countries running a CSR programme are required to
implement equivalent measurement systems.
Key facts and figures for Orange Switzerland:
* Customer satisfaction: 68.9% of Orange customers are satisfied
with the service, 79.4% find the Customer Care staff friendly and 73%
are convinced of their competence.
* Customer calls: over 70% of calls are answered within the first
20 seconds, 65% of all customer complaints are solved in the first
* Employee satisfaction: Customer Care staff satisfaction scored
* Employee forum: An additional link between staff and management
was founded in 2003 in the form of an employee forum consisting of 15
staff representatives elected by the employees. The Employee forum is
involved with the management in discussions in regard to
organisational and personal political decisions. The Employee forum
brings the employee's point of view closer to the management.
* Initial and continual training: Orange Switzerland has invested
a total of CHF 3.31 million in initial and continuing training, which
means the equivalent of CHF 2,000 per employee. Roughly 80% of
employees completed at least one training day in 2003. A more
important step was the creation of the Orange Academy, a management
development programme open to all managers with staff
responsibilities. The Orange Academy became fully operational in the
first half of 2004.
* Environment protection initiatives: Orange has conducted around
190 information events on the theme of mobile telephony and the
environment. Orange also supports the Swiss Ombudsman for mobile
telephony and the Research Foundation on Mobile communication at the
ETH Zürich (Swiss Federal Institute of Technology). Orange takes back
all old mobile phones free of charge and disposes of them in an
environmentally friendly way, or processes them for recycling. The
returns rates for the year 2003 stood at around 16%. In 2004 Orange
Switzerland will also be implementing projects and studies in the
areas of energy consumption, waste and mobility, which help towards
reducing ecological damage.
"With our activities and this report, we want to show that we have
an influence in society and that we take our responsibility towards
our employees and all other pressure groups very seriously", claims
Andreas S. Wetter, CEO Orange Switzerland. "We constantly review the
way in which we reconcile our company goals with social and
ecological growth. In this way we can ensure that the CSR programme
becomes part of our day-to-day business."
Community Futures - partnership with UNICEF
As part of its comprehensive Corporate Social Responsibility (CSR)
programme, which has been in operation in Switzerland for three
years, Orange supports various projects in the field of training and
intercultural dialogue. In this respect, its partnership with UNICEF
is a key component. It includes such projects as the recently
launched Orange Award for the promotion of intercultural dialogue in
Switzerland. The Award offers prize money of over CHF 50,000.-.
Thanks to this partnership, Orange has also been able to implement
projects in India, Guatemala, Iraq and Vietnam. In this way, it has
helped dramatically improve the lives of several thousand
disadvantaged children and young people and given them access to
education. Orange also launched an SMS donation campaign in favour of
children in post-war Iraq, as well as organising an "Orange for
UNICEF" night at every OrangeCinema and holds a UNICEF day every year
together with UNICEF.
ots Originaltext: Orange Communications SA
Orange Communications SA
World Trade Center
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CH-1000 Lausanne 30 Grey
Therese Wenger, Director Media & PR