Our key resources

Spectrum

Orange Polska is Poland's leading telecommunication provider, operating in all segments of the Polish telecom market and holding licences for 800 MHz, 900 MHz, 1800 MHz, 2100 MHz and 2600 MHz frequencies. Spectrum is a scarce and unique natural capital, to which access is regulated at the national and European Union level. Our access to the spectrum required for rendering telco services is at the regulator's discretion. The amount of spectrum that is at our disposal influences the competitiveness and quality of the services we render.

Energy

Expansion of the telecommunications infra- structure in response to the growing demand for information ow entails higher demand for electrical energy in our industry. We manage natural resources efficiently, monitoring the consumption of energy and other resources, as well as carbon dioxide emissions related to our operations.

In order to compensate for this environmentally unfriendly trend, we take steps to optimise energy consumption. We also reduce electricity consumption through replacement of older technical devices with modern energy efficient ones, modernization of cooling systems, introduction of energy saving functionalities, and so on.

Debt and equity

We aim to maintain a responsible capital structure to support business operations and finance capital expenditures. Equity and debt are balanced to remain within the frame of a safe financial structure and good credit standing. Since 2014, our external funding needs are sourced from our majority shareholder Orange S.A. Such a policy allows for synergies in processes and cost efficiencies, as Orange S.A. is one of the largest telecom companies in Europe with ready access to a broad range of financing sources. The funding is provided on an 'arm's length' basis, supported by market benchmarks. Almost all of our foreign currency denominated debt is hedged against currency fluctuations (99.5% as of 2016) and more than two thirds of debt is effectively switched into fixed rate debt. The duration of debt is 3.2 years on average, allowing us to maintain a balance between optimal costs and stable financial structure. The earliest debt will mature in March 2018 (PLN 2 billion Revolving Credit Facility).

Our leverage is closely monitored and the ratio of net financial debt to adjusted EBITDA is a key measure of financial structure and liquidity.

Network Infrastructure

Our mobile and fixed line networks, service platforms and IT systems are the foundations of the products our customers rely on. Maintaining a reliable and fault-free network is critical to our business success. Our activities require significant manufactured capital. We have to respond to changes in technologies and invest in the right mix of technologies - for example, we are currently making significant investments in the roll-out of the fibre network. In our view this is necessary for us to stay competitive in the market and be in a position to offer the best convergent services. Over the last 10 years we have invested above PLN 20 billion in fixed assets.

Software

We run a number of service platforms that combine our network and IT resources to underpin many of the key products we offer. Our internal IT systems enable us to manage our processes, handle customer information and deliver our products and services.

Points of Sale

We reach our customers and sell our products through various distribution channels: traditional points of sale (POS), telesales, active sales, alternative channels and on-line sales. This wide distribution network ensures that everyone has access to our products and services. Our distribution network is constantly evolving in line with changing customer preferences. We optimise traditional shops and open new modern Smart Stores. Online is the fastest growing channel. At the end of 2016 we had 755 points of sale all over Poland. This number included 12 Smart Stores.

Employees

Engagement of adequately skilled employees plays a critical role in increasing long-term value generation. We invest in our people so they can succeed and contribute effectively to our business. We value diversity, providing equality of opportunities which we believe leads to higher skills-set and higher innovation - diverse workforce fosters greater innovation, helps us to better understand and serve our customers and empowers our people to deliver their best. Orange Polska has 15,880 employees, while outsourced staff number 6,675.

Innovation

We have created Orange Labs to support development of new technologies and innovations. Orange Labs is a part of the international Orange Labs network, which includes over a dozen Orange R&D centres and laboratories. A major element of Orange Labs operations is a process of development, selection and implementation of innovations, which involves co-operation with external partners and undertaking R&D tasks for both Orange Polska and the Orange Group. Any financial settlements between Orange Polska and Orange Group are done on an 'arm's length' basis, informed by market benchmarks. We have been actively involved in the EU Horizon 2020 research and development framework. We spend around PLN 50 million on research and development annually. We consider R&D and co-operation with start-ups to be a major element of our business. We follow the Open Innovation model. As a result, our social impact is not limited to the direct influence of our innovations on the lives of people and communities, but is also reflected in the transfer of know-how to our partners.

Knowledge about customers and market

Knowledge about customers and market is crucial to our success. Building trust and loyalty among our customers and giving them what they want is vital to our sustainability in an increasingly competitive industry. The voice of our customers has a major influence on our business decisions. To deliver unmatched experience throughout the customer journey, we engage in active dialogue with our customers on different levels. We conduct comprehensive surveys which compare our offers, products and network quality versus competitors. Our managers are engaged in a "Call Detractor & Promoter" initiative to solve customers' problems and to better understand our own strengths as well. They also help frontline employees to understand the customer perspective.

Brand

Our global and widely recognised "Orange" brand a vital source of competitive advantage. The Orange brand is recognised as one of the most innovative and has one of the highest recognition indices. In the 2016 Millward Brown BrandZ most valuable global brands report, Orange was ranked 53rd and valued at $18.5bn. The Orange brand is powerful in Poland. According to external market research conducted in December 2016, Orange was considered the first choice brand for Polish consumers with respect to both mobile and fixed broadband. In 2015 we launched a new philosophy and visual identity for Orange in Poland. The brand is now more in tune with the digital world and with our ambitions, which are focused on customer experience. The marketing slogan is "always in touch to connect what's essential in your life", and the new guidelines for both the Group's internal culture and its external actions are based on listening and responding to customer needs. This new approach has changed the way consumers experience our brand through customer care and sales channels.

Relations with market regulator, local authorities and the financial community

Good relationships with our key stakeholders are vital to the success of our business. This means to us building trust, readiness for dialogue, and keeping in touch on an ongoing basis. In particular it is essential for us to establish and maintain constructive dialogue with the telecom regulator and local authorities. As a listed company we take care of our investors and the financial community by providing transparent communication of our financial results and engaging in direct dialogue with them.

Relations with business partners

Orange Polska is a partner or member of a number of industry, business and social organisations. We want our relations with our suppliers and business partners to be based on transparent long-term relations and principles to abide by ethical standards. We co-operate with both global vendors and local market players. Our activities include both one-off purchases and long-term contracts with over 4,500 suppliers. We follow a competitive and open procurement policy which is ensured by the Procurement Process Rules. The document includes procurement procedures which regulate supplier selection, contracting and confidentiality, and address potential conflicts of interest.

Social impact

We believe that digital education, that teaches people how to use new technologies for both their own benefit and that of the community, is as important as the provision of services and technological solutions. Combating digital exclusion requires not only access to new technologies, but also education, particularly of young web users as well as residents of small towns and rural areas. Through its initiatives the Orange Foundation has been encouraging people to gain knowledge, participate in culture and build communities with skilful use of the internet and technologies. This way they can improve their digital competence and enhance their knowledge of educational resources on the net. This knowledge not only improves quality of life and contributes to society as a whole, but also benefits the long-term development of our business.