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proximus-2021-12-31p1i30 proximus-2021-12-31p1i0 proximus-2021-12-31p1i26 proximus-2021-12-31p1i2 proximus-2021-12-31p1i35 proximus-2021-12-31p1i4 proximus-2021-12-31p1i33 proximus-2021-12-31p1i6 proximus-2021-12-31p1i31 proximus-2021-12-31p1i8 proximus-2021-12-31p1i27 proximus-2021-12-31p1i10 proximus-2021-12-31p1i24 proximus-2021-12-31p1i12 proximus-2021-12-31p1i36 proximus-2021-12-31p1i14 proximus-2021-12-31p1i34 proximus-2021-12-31p1i16 proximus-2021-12-31p1i32 proximus-2021-12-31p1i18 proximus-2021-12-31p1i28 proximus-2021-12-31p1i20 proximus-2021-12-31p1i25 proximus-2021-12-31p1i37 proximus-2021-12-31p1i22 proximus-2021-12-31p1i29
 
Integrated
annual
 
report
2021
group
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Proximus Group I
Integrated annual report
 
2021
I
2
Table
of
content
1
4
Proximus at a
 
glance
5
 
Foreword from our CEO
 
and our Chairman
8
 
Who we are and
 
the value we create
 
for society
17
 
Key figures and highlights
2
22
#inspire2022
26
 
Build the best gigabit network
 
for Belgium
36
 
Operate like a
 
digital native company
44
 
Grow profitably
 
through partners
 
and ecosystems
57
 
Act for a green and
 
digital society
74
 
Getting
 
our
 
people
 
and
 
organization
 
ready
 
for
 
the
 
future
81
Manage for impact,
manage
 
responsibly
82
Governance and
 
compliance
83
Corporate
 
governance
 
statement
106
 
Diversity and inclusion
 
statement
110
 
Remuneration
 
report
127
 
Regulatory framework
133
 
The Proximus share
139
Non-financial statements
140
Materiality and
 
stakeholder dialogue
147
 
Social statement
158
 
Environmental
 
statement
169
 
EU Taxonomy
171
 
Table of TCFD
173
 
GRI content index
178
 
Consolidated financial
 
statements
 
292
 
Consolidated management
 
report
292
 
Management
 
discussion
 
and analysis
 
of financial
 
results
325
 
Risk management
 
report
341
 
Internal control
 
system
346
 
Expertise
 
of the Audit
 
& Compliance
 
Committee
 
members
346
 
Evolution
 
in research
 
and development
 
activities
351
 
Other information
352
Auditor’s reports
3
4
 
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Proximus Group I
Integrated annual report
 
2021
I
3
Integrated reporting
 
approach 2021
Since
 
2020,
 
Proximus
 
has been
 
adopting
 
an integrated
 
reporting
approach.
 
This
 
2021
 
report
 
follows
 
the International
 
Integrated
Reporting
 
Council
 
(IIRC)
 
framework,
 
explaining
 
how we
 
create value
for our
 
stakeholders
 
and society,
 
and in relation
 
to our
 
ambitions,
sense of purpose
 
and goals.
Our stakeholders
 
include
 
all the
 
individuals
 
and organizations
affected
 
by our
 
operations
 
or with
 
whom we
 
have a
 
relationship.
They include
 
but are
 
not limited
 
to enterprise
 
and residential
customers,
 
investors,
 
employees,
 
political
 
and regulatory
stakeholders,
 
suppliers,
 
partners, journalists
 
and opinion
 
leaders.
The scope
 
of the
 
information
 
in this
 
report
 
covers
 
the Proximus
Group,
 
unless
 
stated
 
otherwise.
 
Proximus
 
Group comprises
Proximus
 
SA, its
 
subsidiaries,
 
as well
 
as the
 
Group’s
 
interest
 
in
associates
 
and joint
 
ventures
 
accounted
 
for under
 
the equity
method
 
and joint
 
operations.
 
We refer
 
to Note
 
8 for
 
the list
 
of
subsidiaries,
 
associates,
 
joint ventures
 
and joint
 
operations.
Proximus
 
SA is
 
a “Limited
 
Liability
 
Company
 
of Public
 
Law”
registered in Belgium.
The purpose
 
of this
 
report
 
is to inform
 
our stakeholders
 
about
 
our
role
 
in society.
 
We outline
 
our corporate
 
strategy
 
and the
 
progress
we have
 
made in
 
achieving
 
our goals,
 
linking with
 
our updated
material
 
topics.
 
The third
 
chapter,
 
“Manage
 
for impact,
 
manage
responsibly”,
 
presents
 
the company’s
 
results
 
with
 
regards
 
to its
financial
 
and non-financial
 
performance.
 
Detailed
 
performance
data is provided
 
throughout the
 
report.
The report
 
has been
 
prepared
 
in accordance
 
with the
 
EU Directive
 
on
disclosure
 
of non-financial
 
and diversity
 
information,
 
the GRI
(Global
 
Reporting
 
Initiative)
 
Standards:
 
core option,
 
and SASB
(Sustainability
 
Accounting
 
Standards
 
Board).
 
A full
 
GRI content
index can be
 
found here:
From
 
this
 
reporting
 
year
 
onwards,
 
Proximus
 
will
 
also
 
integrate
 
the
recommendations
 
of the
 
TCFD
 
(Task
 
Force
 
on Climate-related
Financial
 
Disclosure)
 
to emphasize
 
its efforts
 
in identifying
 
and
mitigating
 
climate-related
 
risks and opportunities. We see
 
this
 
as
the first
 
step of
 
an important
 
journey.
 
More efforts
 
will be allocated
to the
 
further
 
integration
 
of TCFD
 
recommendations
 
in the coming
years.
Proximus
 
intends
 
to align
 
with
 
the EU
 
taxonomy
 
and therefore
 
this
year already
 
discloses
 
the eligibility
 
of its
 
economic
 
activities,
 
these
are activities
 
of Proximus
 
that could
 
be assessed
 
on their
sustainability
 
under
 
the EU
 
taxonomy
 
regulation.
 
This year,
 
the EU
taxonomy
 
criteria
 
only define
 
activities
 
that best
 
contribute
 
to
fighting climate change.
Proximus
 
completes
 
several
 
questionnaires
 
from
 
ESG rating
agencies
 
such
 
as CDP,
 
Sustainalytics,
 
Ecovadis,
 
S&P, FTSE4Good
and MSCI.
 
Our ambition
 
is to continuously
 
improve our
performance in our
 
sector.
Dive deeper
 
into our
 
stories
You will
 
notice
 
special
 
icons
 
throughout
 
this
 
annual
report.
 
Here
 
is what
 
they mean:
Read more
External link
Direct
 
download
proximus-2021-12-31p4i2 proximus-2021-12-31p4i0
Proximus Group I
Integrated annual report
 
2021
I
4
Proximus
at a
glance
5
Foreword
 
from our CEO
and our Chairman
8
Who we are and
 
the value
we create for society
17
Key figures and highlights
 
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proximus-2021-12-31p3i2
 
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Proximus Group I
Integrated annual report
 
2021
I
5
Together towards a
 
more sustainable
 
digital
 
life
Dear reader,
The year 2021 was
 
once again marked
 
by Covid. The fight
against
 
this unprecedented
 
pandemic has
 
had an
 
impact on us
all, both
 
in our
 
personal
 
and professional
 
lives.
 
Proximus,
clearly, is
 
no exception
 
and our employees
 
and teams
 
have
shown tremendous
 
resilience
 
in their efforts
 
to keep up
 
the
level of service
 
our customers expect
 
from us.
Although
 
the Covid
 
crisis
 
certainly
 
confronts
 
us with
 
challenges
we had
 
never
 
imagined,
 
it also
 
offers
 
us a
 
unique
 
opportunity
 
to
reinvent
 
ourselves
 
and rethink
 
the world
 
around
 
us. Let’s
 
take an
example
 
that
 
Proximus
 
knows
 
well,
 
the digital
 
world.
 
We are
convinced
 
that
 
the traditional,
 
global,
 
deregulated
 
digital
 
platform
models
 
will
 
gradually
 
be challenged,
 
or at least
 
face competition
from
 
innovative
 
and more
 
local
 
initiatives.
 
Today,
 
people
 
aspire
 
to
lead a
 
digital
 
life that
 
is based
 
on models
 
close
 
to their
 
concerns
 
and
in which they can
 
have confidence.
 
This tells us how important
 
it is
for future
 
digital
 
services,
 
whether
 
in education,
health
 
or e-commerce
 
for example,
 
to also
 
be developed
 
in Europe
and Belgium
 
by local
 
players
 
and ecosystems.
 
Asking
 
ourselves
which
 
platforms
 
we want
 
to support
 
to shape
 
the world
 
of
tomorrow
 
is also
 
about
 
how we
 
want
 
to live
 
as a society.
Getting
 
everyone
 
connected
We cannot
 
talk about
 
a digital
 
society
 
without talking
 
about
future-proof
 
connectivity.
 
This will
 
be a combination
 
of fiber,
 
5G
and technologies
 
such as
 
cloud and
 
edge computing.
 
They are
what we
 
call the
 
networks
 
of the
 
future:
 
they are
 
the operating
system
 
of our
 
economy
 
and digital
 
life,
 
with
 
infinite
 
potential.
We want them
 
to be open
 
to us all
 
and benefit
 
us all. That
 
is why
we invest
 
more than
 
one billion
 
euro each
 
year in
 
our networks
 
to
roll
 
out fiber
 
and 5G
 
throughout
 
Belgium,
 
while guaranteeing
 
our
customers
 
a very
 
high level
 
of security.
 
Our ultimate
 
ambition
 
is to
reach 99%
 
5G coverage
 
by the
 
end of 2024
 
and 100%
 
gigabit
coverage in Belgium.
Stefaan
 
De Clerck
|
 
Chairman
Guillaume
 
Boutin
|
 
CEO
 
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Proximus Group I
Integrated annual report
 
2021
I
6
Encouraging the emergence
 
of local ecosystems
 
There
 
is no getting
 
away from
 
digital,
 
so being
 
able to
 
put our
digital
 
life
 
and our
 
data
 
in the
 
hands
 
of actors
 
we trust
 
is a crucial
concern.
 
As we
 
see it,
 
our digital
 
life
 
needs
 
to reflect
 
our own
 
life,
our own
 
needs.
 
A life
 
that is
 
more local,
 
more secure
 
and more
responsible,
 
in which
 
major Belgian
 
brands,
 
visionary
 
entrepreneurs
and strong
 
local
 
companies
 
will
 
build
 
ecosystems
 
to drive the
 
next
wave of innovation.
Of course,
 
Proximus
 
intends
 
to be up
 
there on
 
the crest
 
of this
wave. More
 
than ever,
 
we set
 
out to
 
partner
 
up with
 
Belgians
 
in
their
 
digital
 
day-to-day
 
lives.
 
With the
 
launch of
 
Doktr and
 
Banx
this year,
 
we are
 
very much
 
on the
 
right path.
 
We also steer
 
our
business
 
customers
 
through
 
their digital
 
transformation
 
by
innovating
 
with
 
them,
 
making
 
the most
 
of our
 
new 5G
innovation
 
platform.
A player with a human face
 
The human
 
face
 
of Proximus
 
is first
 
and foremost
 
the thousands
 
of
colleagues
 
who give
 
their best
 
throughout
 
the year,
 
whether
 
in our
stores,
 
in our
 
contact
 
centers,
 
in the
 
field or
 
in the office.
 
And we
know what
 
a difference
 
this human
 
touch can
 
make in
 
the digital
world.
 
Not only
 
does it
 
contribute
 
to a better
 
customer
 
experience
on a
 
daily
 
basis.
 
More
 
importantly,
 
however,
 
our presence
 
has also
been essential
 
in the
 
unusual
 
circumstances
 
we
 
have experienced
this year.
We want our networks to
be accessible to everyone,
ensuring that no one
 
is left
by the wayside.
Our teams
 
have
 
continued
 
to make
 
outstanding
 
efforts
 
in the
 
fight
against
 
Covid.
 
In record
 
time, they
 
equipped
 
vaccination
 
centers
with connectivity and
 
IT solutions.
During
 
the terrible
 
floods
 
in the
 
summer
 
of 2021,
 
our technicians
worked
 
hard
 
for long
 
days
 
and nights
 
to restore
 
our infrastructure
 
in
the stricken
 
areas.
 
This
 
enabled
 
those
 
affected
 
to reconnect
 
with
their
 
loved ones
 
and businesses
 
to resume
 
their
 
activities.
Responding
 
to social
 
issues
At Proximus,
 
we want
 
the new
 
high-performance
 
networks
 
we
are deploying
 
to be
 
accessible
 
to everyone,
 
ensuring
 
that no
 
one
is left
 
by the
 
wayside.
 
To follow
 
through
 
on our
 
promises,
 
in
September
 
2021,
 
together
 
with
 
public
 
authorities,
 
companies
and social
 
organizations,
 
we signed
 
the Digital
 
Inclusion
 
Charter,
demonstrating
 
our joint
 
commitment
 
to reducing
 
the digital
divide
 
in our country.
Responding
 
to social
 
issues
 
also means
 
systematically
 
taking
account
 
of our
 
impact
 
on the
 
climate.
 
It is our
 
responsibility
 
as
leaders
 
to set
 
a good
 
example
 
by integrating
 
sustainability
 
into all
our actions.
 
We are
 
also very
 
proud
 
that Proximus
 
has joined
 
the
European
 
Green
 
Digital
 
Coalition,
 
which
 
is aimed
 
at achieving
 
zero
net carbon
 
emissions
 
by 2040,
 
10 years
 
ahead of
 
the target
 
set in
the Paris Agreement.
Making
 
Proximus
 
the reference
 
digital
 
employer
As the
war for
 
talent
 
will only
 
intensify
 
in the
 
coming
 
years,
 
it
 
is
essential
 
that
 
a group
 
like
 
Proximus
 
offers
 
its employees
 
a
stimulating
 
and inspiring
 
work environment
 
that values
diversity,
 
inclusion, collaboration
 
and responsibility.
This
 
is our
 
way of
 
promoting
 
continuous
 
development
 
of our
employees,
 
especially
 
as to
 
technologies
 
of the
 
future,
 
and
offering
 
attractive
 
opportunities
 
for digital
 
talent.
 
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Proximus Group I
Integrated annual report
 
2021
I
7
It is
 
our responsibility
 
to
integrate sustainability
into all our actions.
To accelerate
 
our
 
transformation
 
into
 
a truly
 
customer-centric
 
digital
company,
 
we have
 
decided
 
to embrace
 
agile working
 
methods.
 
This
approach
 
allows
 
us to focus
 
more on
 
what matters
 
to customers
and deliver
 
innovative
 
solutions
 
faster.
In the
 
coming
 
years,
 
we will
 
also be
 
adapting
 
our workspaces
 
- both
 
in Brussels
 
and in
 
our regional
 
offices -
 
towards a
 
'campus'
style,
 
which is
 
more conducive
 
to human
 
contact
 
and
 
collaboration.
Transforming
 
Proximus
 
for the
 
future
As you
 
will discover
 
by reading
 
this annual
 
report,
 
the year
 
2021
has been
 
particularly
 
rich in
 
terms of
 
realizations
 
for Proximus.
Driven
 
by the
 
#inspire2022
 
strategy,
 
our teams
 
have
accomplished
 
remarkable
 
work,
 
despite
 
the complicated
 
context
linked to Covid.
Looking
 
in the
 
rearview
 
mirror,
 
it is impressive
 
how far
 
we have
 
come
in the
 
past
 
twelve
 
months.
 
We have
 
dramatically
 
accelerated
 
the
pace of
 
fiber
 
roll-out
 
to become
 
one of
 
the world's
 
most
successful
 
operators
 
in this
 
field.
 
We have
 
continued
 
to transform
and modernize
 
our internal
 
IT tools
 
to make
 
Proximus
 
a truly
 
digital,
customer-centric
 
company.
 
We are
 
gradually
 
returning
 
to growth
 
in
our Consumer
 
and Enterprise
 
segments,
 
thanks
 
to our
 
convergent
brands
 
and offers,
 
our strategic
 
partnerships
 
and
 
our capacity
 
for
constant
 
innovation.
 
We have
 
held up
 
well in
 
the business
 
market
while
 
continuing
 
to transform
 
at a steady
 
pace. The
 
issue of our
 
first
green bond was
 
a huge
 
success.
In addition
 
to our
 
performance
 
in the
 
domestic
 
market, we
 
also
ramped
 
up Proximus’
 
international
 
position.
 
We acquired
 
all the
shares
 
in our
 
subsidiary
 
BICS, giving
 
us the
 
flexibility
 
to implement
the growth
 
plans
 
of BICS
 
and TeleSign.
 
What’s
 
more,
 
at the
 
end of
December,
 
TeleSign
 
announced
 
its intention
 
to go
 
public
 
in 2022.
Tomorrow’s
 
world will inevitably
 
be more digital. Thanks
 
to our
#inspire2022
 
strategy,
 
it will also be
 
more human, more local,
safer and more
 
sustainable.
This is
 
our commitment
 
to you
 
all!
 
#thinkpossible
Guillaume
 
Boutin,
 
Stefaan
 
De Clerck,
CEO
 
Chairman
 
of the
 
Board of
 
Directors
proximus-2021-12-31p8i3 proximus-2021-12-31p8i2
 
 
 
proximus-2021-12-31p8i0
 
Proximus Group I
Integrated annual report
 
2021
I
8
Who we
 
are and
 
the value
we create for society
Proximus
 
is a provider
 
of digital
 
services,
 
communication and
 
ICT solutions
operating
 
in the
 
Belgian
 
and international
 
markets. Our
 
purpose is to open
up a world of digital
 
opportunities, so people
 
live better and work
smarter. We do this by building the best open
 
gigabit
 
network,
 
offering
products and
 
services
 
tailored
to the
 
needs
 
of every
 
customer,
 
by being
 
the trusted
 
partner of
companies
 
and Belgian society
 
in their digital
 
evolution and
 
by
contributing to a
 
green and digital
 
society.
 
proximus-2021-12-31p3i0
 
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proximus-2021-12-31p6i4 proximus-2021-12-31p9i6
 
Proximus Group I
Integrated annual report
 
2021
I
9
Thanks
 
to our
 
fixed and
 
mobile
 
networks,
 
our customers
 
access
 
a
wide range
 
of digital
 
services,
 
data and
 
multimedia
 
content,
anywhere,
 
anytime.
 
We are
 
laying
 
the foundation
 
for sustainable
growth
 
by investing
 
in the
 
gigabit
 
network
 
of the
 
future,
 
with a
truly
 
digital
 
mindset
 
and a
 
spirit
 
of openness
 
towards
 
partnerships.
As a
 
major
 
economic
 
player
 
in Belgium,
 
we want
 
to create
 
a
positive
 
impact
 
on the
 
world
 
around
 
us. We
 
support
 
the
development
 
of new
 
digital
 
ecosystems
 
and innovative
 
solutions
for the
 
benefit
 
of the
 
Belgian
 
economy.
 
On a societal
 
level, we
 
fully
commit
 
to bridging
 
the digital
 
divide,
 
providing
 
opportunities
 
for
digital
 
talents,
 
and accelerating
 
the transition
 
to a green
 
society.
We acknowledge
 
and appreciate
 
the passion
 
and expertise
 
of
our employees.
 
They
 
are our
 
most valuable
 
assets
 
in pursuing
our ambitions.
 
In turn,
 
we offer
 
our employees
 
a challenging
 
and
inspiring
 
work
 
environment.
 
An environment
 
where
 
everybody
 
gets
the chance
 
to grow
 
in an
 
atmosphere
 
of diversity
 
and
collaboration,
 
innovation
 
and responsibility.
 
At Proximus,
 
our
employees
 
get the
 
freedom
 
to positively
 
affect the
 
lives of
 
our
customers.
 
They also
 
work on
 
their
 
own future,
 
by continuously
educating themselves
 
and developing
 
their skills.
We open up
 
a world
of digital
 
opportunities
so people live better
and work smarter.
proximus-2021-12-31p10i16 proximus-2021-12-31p10i14 proximus-2021-12-31p10i12 proximus-2021-12-31p10i10 proximus-2021-12-31p10i0 proximus-2021-12-31p10i19 proximus-2021-12-31p10i2 proximus-2021-12-31p10i18 proximus-2021-12-31p10i13 proximus-2021-12-31p10i11 proximus-2021-12-31p10i4 proximus-2021-12-31p10i6 proximus-2021-12-31p10i20 proximus-2021-12-31p10i17
 
 
 
proximus-2021-12-31p6i2
Proximus Group I
Integrated annual report
 
2021
I
10
Our brands
We operate
 
in the
Benelux
and
 
on a
global
level.
Through
 
our leading
 
and well-established
 
brands,
 
we meet
 
the
demands
 
of a
 
wide
 
range
 
of customers
 
in the
 
residential
 
and
business
 
segments,
 
as well
 
as the
 
public
 
sector.
 
Belgium
Proximus
is our
 
major
 
brand,
 
which
 
we are
 
building
 
into
 
the
reference
 
brand
 
that
 
“empowers
 
everybody
 
to thrive
 
in a
 
digital
world,
 
so we
 
can
 
improve
 
our shared
 
well-being”.
 
Our brand
promise
“Think
 
possible”
 
captures
 
that
 
mission.
 
We are
convinced
 
that
 
new digital
 
solutions
 
make
 
our lives
 
easier,
 
allow
 
us
to work
 
together
 
in smarter
 
ways
 
and make
 
our world
 
a better
place.
 
That
 
is why
 
we are
 
always
 
looking
 
for the
 
best
 
partnerships
and
 
why
 
we continue
 
to invest
 
in sustainable
 
technology.
Scarlet
has established
 
itself as a “no frills”
 
brand for customers
who are looking
 
for the best
 
prices or for
 
ways to consume
 
more
consciously.
Mobile
 
Vikings
is a brand
 
that
 
has a
 
strong
 
digital
 
native
 
customer
base
 
and that
 
stands
 
for the
 
“smart
 
choice”
 
offer
 
for both
 
prepaid
and postpaid
 
customers.
 
Its offer
 
appeals
 
to young
 
people
 
who
make
 
intensive
 
use of
 
mobile
 
data.
 
In June
 
2021, Proximus
received
 
approval,
 
without
 
conditions,
 
from
 
the Belgian
 
Competition
Authority
 
for the
 
acquisition
 
of Mobile
 
Vikings,
 
which
 
also includes
the Jim Mobile
 
brand.
 
Luxembourg
The
 
Proximus
 
Group
 
operates
 
in Luxembourg
 
as
Proximus
Luxembourg
 
SA
, under
 
the
 
brand
 
names
 
Tango
 
and
 
Telindus
Luxembourg.
Tango
offers
 
fixed
 
and
 
mobile
 
telephony,
 
internet
 
and
 
television
services
 
to residential
 
customers
 
and small
 
businesses
 
with
 
fewer
than 10 employees.
Telindus
provides
 
telecommunication
 
services,
 
ICT infrastructure,
multi-cloud,
 
digital
 
finance
 
solutions,
 
cybersecurity,
 
business
applications,
 
managed
 
services
 
and training
 
services
 
to medium-
sized
 
and
 
large
 
companies,
 
as well
 
as public
 
administrations.
 
The
 
Netherlands
In the
 
Netherlands
 
we operate
 
through
Telindus
 
Netherlands
. As
strategic
 
IT partner,
 
we support
 
organizations
 
in being
 
future
 
proof
and innovative,
 
by offering
 
IT infrastructure
 
solutions
 
and services
 
to
create flexible
 
organizations.
Telindus
 
provides
 
managed-
 
and
 
platform
 
services,
 
integrating
networking,
 
cloud,
 
cybersecurity
 
and data
 
& AI. The
 
resulting
 
IT
services
 
allows
 
companies
 
and public
 
institutions
 
to adapt
 
to the
ever-evolving
 
markets
 
and customer
 
needs,
 
while
 
securing
business
 
continuity
 
and optimizing
 
user
 
experiences.
 
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Proximus Group I
Integrated annual report
 
2021
I
11
Worldwide
We operate
 
internationally
 
through
BICS
and
TeleSign
.
In February
 
2021,
 
Proximus
 
acquired
 
100%
 
ownership
 
of BICS,
securing
 
the
 
flexibility
 
to execute
 
the development
 
and growth
 
paths
of both BICS
 
and TeleSign.
BICS
is a
 
leading
 
international
 
communications
 
enabler,
 
one of
 
the
key global
 
voice
 
carriers
 
and the
 
leading
 
provider
 
of mobile
 
data
services
 
worldwide.
 
Its aim
 
is to
 
make
 
it possible
 
for every
 
person,
application
 
and
 
thing
 
to connect,
 
wherever
 
they
 
are.
BICS
 
provides
 
high-quality,
 
secure
 
communication
 
solutions
 
to the
world’s
 
largest
 
mobile
 
operators,
 
virtual
 
network
 
operators,
 
service
providers,
 
enterprise
 
software
 
vendors
 
and enterprises
 
in Africa,
 
Asia,
Europe, the
 
Middle East
 
and the US.
In recent
 
years,
 
BICS
 
has
 
transformed
 
from
 
a traditional
 
international
wholesale
 
carrier
 
into
 
a communications
 
platform
 
company.
 
Its
integrated
 
software-based
 
solutions
 
services
 
help
 
companies
 
to
accelerate
 
their
 
digital
 
transformation.
To successfully
 
implement
 
its
 
strategy,
 
BICS
 
set
 
up dedicated
business
 
units
 
that
 
serve
 
the telecom
 
and enterprise
 
markets
respectively.
 
Through
 
the
 
creation
 
of product
 
portfolio
 
groups,
 
BICS
builds
 
synergies
 
between
 
products
 
and technology.
 
Their
 
solutions
are essential
 
for supporting
 
today’s
 
modern,
 
digital
 
lifestyle
 
and the
need
 
for global
 
mobile
 
connectivity
 
and seamless
 
customer
experiences.
TeleSign
is a
 
fast-growing
 
leader
 
in digital
 
identity
 
and
engagement
 
solutions.
 
Through
 
its easy-to-integrate
 
APIs,
 
it
provides
 
solutions
 
for
 
security,
 
authentication,
 
fraud
 
detection,
compliance,
 
reputation
 
scoring,
 
and
 
secure
 
communications.
With
 
the
 
accelerating
 
growth
 
of digital
 
transactions
 
worldwide,
 
it
is more
 
than
 
ever
 
crucial
 
for businesses
 
and customers
 
to know
who
 
they
 
are trading
 
with.
 
Combining
 
digital
 
identity
 
with
 
global
communications
 
capabilities,
 
TeleSign
 
helps
 
enterprises
connect,
 
protect
 
and engage
 
with
 
their
 
customers,
 
while
 
assisting
 
those
customers
 
in securely
 
engaging
 
with
 
their
 
preferred
 
digital
 
platforms
These
 
integrated
 
digital
 
identity
 
solutions
 
not only
 
strengthen
 
the
trust
 
between
 
consumer
 
and company,
 
but also
 
improve
 
the
overall
 
experience
 
throughout
 
the
 
customer
 
journey.
Today,
 
TeleSign
 
is a
 
trusted
 
partner
 
to global
 
enterprises
 
across
more
 
than
 
195 countries
 
as well
 
as 8 of
 
the 10
 
world’s
 
largest
digital
 
enterprises.
 
The company
 
already
 
has a
 
strong
 
foothold
 
in
the North
 
American
 
market
 
and a
 
growing
 
customer
 
base
 
across
Europe, Asia and
 
Latin America.
TeleSign
 
aims
 
to accelerate
 
its
 
investment
 
to further
 
reinforce
 
its
position
 
as a
 
digital
 
identity
 
provider
 
as well
 
as build
 
out its
international
 
organization.
 
Beyond
 
that,
 
TeleSign
 
intends
 
to target
new customer
 
segments,
 
including
 
mid-market
 
and SMEs,
 
and
develop
 
new
 
use cases
 
to expand
 
its identity
 
offering.
In December
 
2021,
 
TeleSign
 
announced
 
its intention
 
to go
 
public
 
at
an enterprise
 
value
 
of $1.3
 
billion
 
via a
 
business
 
combination
transaction
 
with
 
North
 
Atlantic
 
Acquisition
 
Corporation.
Connectivity services
Cloud communications
IoT (Internet
 
of Things)
Digital identity services
Security
Authentication
 
 
 
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Proximus Group I
Integrated annual report
 
2021
I
12
A unique
 
ICT environment
Through
our ICT
 
affiliates,
Proximus
 
Enterprise
 
and strategic
partnerships,
 
we help
 
to speed
 
up the
 
digital
 
transformation
 
of our
enterprise customers.
Together
 
with
 
our affiliates
 
Telindus,
 
Umbrio,
 
Codit,
 
Be-Mobile,
ClearMedia,
 
Davinsi
 
Labs
 
and Proximus
 
SpearIT,
 
we form
 
a broad
ecosystem
 
of digital
 
thinkers
 
and doers. These companies are
 
all
experts
 
in their
 
fields
 
– from
 
app developers
 
to providers
of integrated
 
ICT solutions,
 
and from
 
data privacy
 
and security
specialists
 
to designers
 
of smart
 
mobility
 
solutions.
We want
 
to shape
 
the digital
 
world
 
of today
 
and tomorrow.
 
We do
this
 
by offering
 
customers
 
a one-stop
 
shop, integrated
 
and
converged
 
360°
 
ICT offer
 
that is
 
unique
 
in Belgium.
 
As some
 
of
 
our
partners
 
also
 
operate
 
abroad,
 
we are
 
even able
 
to venture
 
outside
Belgium.
Be-Mobile
offers a wide
 
array of smart
 
mobility solutions to
help public authorities, road operators, car manufacturers,
individual drivers and private companies improve daily
mobility for travelers.
ClearMedia
provides cloud, cybersecurity and digital
workplace solutions, services and products tailored to the
(S)ME market through
 
an indirect channel
 
of local IT
 
partners.
Codit
supports customers in realizing their ambitions with
tailored Microsoft Azure
 
cloud solutions.
 
Codit guides
 
them
through their data journeys, with a focus on automating
business processes,
 
building data platforms,
 
app innovation
and providing IoT, AI and machine learning solutions. Codit
 
is
active in the Benelux, UK, France, Malta, Portugal and
Switzerland.
Davinsi Labs
offers security and service intelligence
solutions. Focusing on data
 
and meaningful insights, these
solutions allow businesses to provide
 
their customers
with digital services
 
with the highest
 
standards of security,
 
availability,
and performance.
Proximus SpearIT
is the ICT
 
integrator for mid-sized
companies.
Telindus
 
Luxembourg
and
Telindus Netherlands
are
specialists in smart and secure IT platforms.
Umbrio
offers strategic,
 
security and
 
service intelligence
services, translating data into actionable
 
insights.
 
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Proximus Group I
Integrated annual report
 
2021
I
13
Our value
 
creation model
Our #inspire2022
 
strategy
 
and our
 
company
 
culture
 
empower
 
us to
 
make
 
Proximus
 
the reference
 
operator
 
in Europe.
 
Our
objective
 
is to
 
make
 
a positive
 
contribution
 
to society
 
and create
 
shared
 
value with
 
and for
 
our stakeholders,
 
while optimizing
the way we use
 
our resources.
Resources
 
we use
How
 
we create
 
value
Our sense of purpose
Opening
 
up a
 
world
 
of digital
 
opportunities
 
so people
 
live better
 
and work
 
smarter.
Human capital
11,532
 
employees
57 nationalities
32% women
Our ambition
Make
 
Proximus
 
the reference
 
operator
 
in Europe.
Our company strategy
#inspire
2022
Financial capital
1,203 Mio
 
investments
1
2,978
 
Mio shareholders’
 
equity
2,740
 
Mio adjusted
 
net debt
Build
 
the best
gigabit
network
for
 
Belgium
Operate
 
like
 
a
digital
 
native
company
Grow
 
profitably
through
partners
 
and
 
ecosystems
Act for
 
a
green
and digital
 
society
Our company culture
Natural
 
resources
9 Mio
 
liters fossil
 
fuel
328 GWh
 
electricity
24 GWh
 
natural
 
gas
1,077,545
 
m
building footprint
Good
to
 
Gold
culture
Growth
mindset
Our
values
Collaboration
 
Agility
 
Accountability
Customer
 
centricity
We
Make
 
a difference
Our leading brands meet the
 
demands of a wide
range of customers
1
 
Excl. spectrum and football rights
 
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Proximus Group I
Integrated annual report
 
2021
I
14
The
 
value
 
we create
 
for
 
our
 
stakeholders
Contributing
to the
 
SDGs
Customers
Creating
 
relevant
 
end-to-end
 
solutions
to fully harvest the potential of
technology
1.7 Mio
 
active users
 
on MyProximus
19,000
 
active
 
users on
 
MyProximus
for Enterprises
1.2 Mio
 
active users
 
on Pickx
18,700
 
registered
 
users on
 
Doktr
Employees
 
Offering
 
a challenging
 
and inspiring
work environment
 
with specific
focus
 
on diversity,
 
collaboration
 
and
empowerment
32.34
 
Mio
 
in employee
 
re-/up-skilling
41.3 training
 
hours/employee
 
on
average
Good work-life
 
balance
 
for 73%
 
of
employees
Partners
 
Creating
 
new innovative
 
business
 
models
relevant
 
for our
 
customers
 
and society
3.3 Mio
 
IoT connections
 
enabling smart
solutions
20use cases
 
on 5G
 
innovation
 
platform
Suppliers
 
Building
 
sustainable
 
relationships
 
to
improve
 
social
 
and environmental
standards
 
across
 
our supply
 
chain
445 suppliers,
 
representing
 
41% of
our external
 
spend, were
 
assessed
 
by
EcoVadis on
 
their ESG-compliance:
71% received
 
a positive
 
scoring
All suppliers
 
signed our
 
Code of
Conduct
Shareholders
 
Committing
 
to an
 
attractive
 
return
 
and
transforming
 
into
 
a sustainable
 
company
1,772 Mio
 
Group underlying
 
EBITDA
376 Mio
 
Free Cash
 
Flow (adjusted)
1.2 dividend/share
ESG as
 
part of
 
Management
 
incentive
plans
Belgian society
 
Bringing
 
essential
 
connectivity
 
while
contributing
 
to an
 
inclusive
 
digital
 
society
813,000
 
homes & businesses
connectable to fiber
5G available
 
in 70
 
cities &
 
municipalities
1,145 job
 
seekers supported
 
by our
initiatives
55% of
 
tested
 
devices
 
accessible
 
for
 
at
least five disabilities
Supporting
 
Belgium during
 
COVID-19
and floods
Planet
 
Becoming
 
net zero
 
by 2040
 
and truly
circular by 2030
4.4 ktons
 
CO
2
 
reduction
89% waste
 
recycled,
 
reused
 
or
composted
80,000
 
old mobile
 
phones
 
collected
845,000
 
refurbished
 
devices
 
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Proximus Group I
Integrated annual report
 
2021
I
15
Contributing
 
to the
 
UN Sustainable
 
Development
 
Goals
The Sustainable
 
Development
 
Goals (SDGs)
 
were adopted
 
by the
United
 
Nations
 
Member
 
States
 
in 2015
 
and are
 
to be
 
reached
 
by
2030.
 
Our strategy
 
currently
 
addresses
 
8 of
 
the 17
 
SDGs.
This year, we embedded sustainability in our financing
instruments.
 
We have
 
launched
 
a Sustainable
 
Finance
 
Framework
and a Green Bond that are aligned to the SDGs –
 
more
information on these
 
can be found
 
here:
 
link
We believe
 
that sustainable
 
financial
 
instruments
 
are an effective
tool
 
for channelling
 
investments
 
to projects
 
that have
demonstrated
 
their
 
ecological
 
and
 
social
 
benefits
 
and that
contribute to the
 
achievement of
 
the SDGs.
In 2022,
 
we will devote
 
time to further
 
map the SDGs
 
to all aspects
of our
 
business
 
(such
 
as operations
 
and facilities),
 
with the
 
goal of
creating more focus
 
and clarity.
Bring
 
health
 
and well-being
 
to people
 
of all
 
generations
The health
 
and safety
 
of our
 
employees,
 
our customers
 
and the
 
general
 
public
 
are a
 
priority
 
for Proximus.
 
We
are aware
 
of the
 
concerns
 
and
 
challenges
 
regarding
 
5G, radiation
 
and health.
 
We have
 
committed
 
to providing
clear
 
and useful
 
information
 
about
 
these
 
issues,
 
as well
 
as taking
 
precautionary
 
measures.
 
And as
 
users
devote
 
increasingly
 
more
 
time
 
to their
 
screens,
 
we are
 
taking
 
steps
 
to encourage
 
digital
 
health,
 
and
consequently,
 
to improve
 
overall
 
health
 
and
 
well-being.
 
We take
 
up a
 
role
 
to provide
 
access
 
to quality
 
essential
healthcare
 
services
 
through
 
our new
 
Doktr
 
app and
 
the services
 
we offered
 
the healthcare
 
sector
 
during the
pandemic.
Ensure
 
inclusive
 
and equitable
 
quality
 
education
 
and promote
 
lifelong
 
learning
 
opportunities for
all
The re-skilling
 
of the
 
Belgian
 
workforce,
 
and ensuring
 
everyone
 
has the
 
skills
 
needed
 
for the
 
digital
 
economy
and
 
society
 
of tomorrow,
 
are
 
challenges
 
for all
 
of us.
 
Internally,
 
we enable
 
our existing
 
and future
 
employees
 
to
take
 
ownership
 
of their
 
careers
 
by providing
 
re-skilling
 
and up-skilling
 
in key
 
domains,
 
and ensuring
 
they
 
remain
relevant
 
in their
 
current
 
and
 
future
 
jobs.
 
For
 
the
 
Belgian
 
workforce,
 
we support
up-skilling
 
and re-skilling
 
initiatives
 
by partnering
 
with
 
organizations
 
such as
 
MolenGeek,
 
School 19
 
and
Technobel.
 
We also
 
support
 
Bednet
 
and ClassContact,
 
two associations
 
that
 
allow
 
children
 
living
 
with
 
long-
term
 
illnesses
 
to continue
 
their
 
education
 
at home
 
or in
 
hospital.
 
We contribute
 
to closing
 
the digital
 
divide
through,
 
for
 
example,
 
DigitAll,
 
the
 
Alliance
 
for
 
Digital
 
Inclusion
 
in Belgium.
Promote
 
sustained,
 
inclusive
 
and sustainable
 
economic
 
growth,
 
full and
 
productive
 
employment and decent
work for all
We are
 
a major
 
employer
 
and
 
as such,
 
we contribute
 
to the
 
Belgian
 
economic
 
ecosystem.
 
We create
 
direct
 
and
indirect
 
sustainable
 
employment
 
through,
 
amongst
 
others,
 
the deployment
 
and maintenance
 
of our
 
gigabit
networks
 
of the
 
future.
 
We support
 
the development
 
of new
 
digital
 
ecosystems
 
and innovative
 
solutions for
the benefit of
 
the Belgian
 
economy.
Build
 
resilient
 
infrastructure,
 
promote
 
inclusive
 
and sustainable
 
industrialization
 
and foster
innovation
We build
 
future-proof
 
digital
 
infrastructure
 
and invest
 
in the
 
newest
 
technologies,
 
innovative
 
platforms
 
and
solutions.
 
Those
 
are critical
 
enablers
 
of a
 
digital
 
economy
 
and society,
 
in which
 
Belgium
 
is still
 
lagging.
 
In
addition,
 
we support
 
ecosystems
 
to foster
 
Belgium
 
companies
 
and
 
innovation.
 
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Proximus Group I
Integrated annual report
 
2021
I
16
Make cities
 
and human
 
settlements
 
inclusive,
 
safe,
 
resilient and
 
sustainable
By building
 
the best
 
open
 
gigabit
 
network
 
for Belgium,
 
we support
 
local
 
communities
 
to become
 
more
inclusive
 
and sustainable.
 
With
 
our smart
 
solutions
 
we address
 
major
 
societal
 
challenges
 
in densely
populated
 
cities,
 
such
 
as mobility,
 
safety
 
and crowd
 
management.
 
Proximus
 
also
 
offers
 
smart
 
building
solutions to
 
help customers
 
make smarter
 
use of energy.
Ensure
 
sustainable
 
consumption
 
and production
 
patterns
We have
 
a clear
 
ambition
 
to become
 
truly
 
circular
 
by 2030.
 
To do
 
so, we
 
have
 
set ourselves
 
strict
 
goals.
When
 
designing
 
products,
 
we take
 
the full
 
impact
 
of their
 
whole
 
lifecycle
 
into
 
account.
 
We minimize
 
their
adverse
 
impacts
 
on human
 
health
 
and the
 
environment
 
and maximize
 
waste
 
reduction
 
and material
recycling.
 
We also
 
impose
 
strict
 
standards
 
throughout
 
our
 
supply
 
chain.
 
We enable
 
our customers
 
to reduce
their
 
environmental
 
impact
 
through,
 
for example,
 
our refurbished
 
phone
 
range
 
and our
 
Banx
 
and
MyFootprint
 
applications
 
that
 
give
 
customers
 
insight
 
into
 
their
 
ecological
 
footprints.
Ensure
 
access
 
to affordable,
 
reliable,
 
sustainable
 
and modern
 
energy
 
for all
 
Take urgent
action to combat
 
climate change
 
and its impacts
We acknowledge
 
that
 
Proximus
 
has an
 
impact
 
in this
 
area,
 
especially
 
through
 
the CO
2
 
emitted
 
by our
 
digital
activities.
 
For this
 
reason,
 
we want
 
to be
 
a leading
 
company
 
in addressing
 
climate
 
change
 
and are
 
committed
to further
 
reducing
 
our environmental
 
impact.
 
To that
 
end,
 
we joined
 
the European
 
Green
 
Digital
 
Coalition
 
in
2021,
 
strengthening
 
our ambitions.
 
To keep
 
the electrical
 
energy
 
consumption
 
flat
 
despite
 
growing
 
demand,
we will
 
keep
 
implementing
 
network
 
energy-saving
 
initiatives.
 
After
 
reaching
 
100%
 
renewable
 
electricity,
 
we
want
 
to achieve
 
100%
 
renewable
 
energy,
 
thus
 
becoming
 
carbon
 
neutral
 
without
 
compensations
 
by 2030.
We will
 
work
 
with
 
more
 
local
 
electricity
 
sources
 
and take
 
up our
 
role
 
in changing
 
the Belgian
 
energy
 
mix.
 
As
the biggest
 
remaining
 
carbon
 
footprint
 
resides
 
across
 
our value
 
chain,
 
we will
 
continue
 
to work
 
closely
 
with
 
our
suppliers
 
to achieve
 
our ambition
 
to be
 
net
 
zero
 
by 2040.
 
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Proximus Group I
Integrated annual report
 
2021
I
17
Key figures
and highlights
 
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Proximus Group I
Integrated annual report
 
2021
I
18
Key figures
Number of
 
employees
11,532
Total
 
CO
2
 
emissions
2
459 Kton
Avoided
 
CO
2
 
emissions
 
by customers
502 Kton
Board
36% women
 
Executive
 
Committee
22% women
Refurbished devices
845,000
1
Excl. spectrum & football rights
2
Scope 1, 2 and 3
Group
 
underlying
 
revenue
5,578 Mio
Capex
1,203 Mio
Group
 
underlying EBITDA
1,772 Mio
Free
 
Cash Flow
(adjusted)
376 Mio
 
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Proximus Group I
Integrated annual report
 
2021
I
19
Key
 
highlights
Proximus
We provided
COVID
 
vaccination
 
centers
with
 
connectivity,
 
IT
support,
 
as well
 
as advanced
 
IoT solutions
 
to monitor
 
the
temperature
 
of the
 
vaccines.
After
 
the devasting
floods
 
in Wallonia
we restored
 
our
network
 
infrastructure
 
as rapidly
 
as possible.
The
Digital
 
Inclusion
 
Charter
was signed
 
by the
 
members
of DigitAll,
 
the Belgian
 
ecosystem
 
for digital
 
inclusion.
Two
joint
 
ventures
were
 
launched
 
t
o
accelerate
 
our fiber
roll-out.
Launch
 
of the
5G innovation
 
platform
for businesses
 
to test
their 5G solutions.
With
 
more
 
than
3.3 million
 
connected
 
objects
in our
network
 
we strengthened
 
our position
 
as market
 
leader in
Internet of Things
Acquisition
 
of
Mobile
 
Vikings
,
reinforcing
 
Proximus’
 
multi-brand
strategy
 
in the
 
residential
 
market.
 
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Proximus Group I
Integrated annual report
 
2021
I
20
Banx
, the
 
digital
 
app for
 
sustainable
 
banking,
 
entered
 
the
Belgian market.
Innovation
 
in the
 
field
 
of eHealth
 
with
the teleconsultation
 
app
Doktr.
Launch of the
platform
aug•e
offering solutions
 
in
the field
 
of smart
buildings with
partners BESIX
and
 
i.Leco.
Successful
 
issuing
 
of first
 
€ 750
 
million
Green
 
Bond.
Acquisition
 
of
 
full
 
ownership
 
of
BICS
,
securing
 
the
 
flexibility
 
to
execute
 
the development
 
and
 
growth
 
path
 
of
BICS
and
TeleSign
.
Progressing
 
towards
 
an
agile
 
operating
 
model
and
embracing the
hybrid way of working.
New members
 
of the Executive
 
Committee:
Antonietta
Mastroianni
, Chief
 
Digital
 
& IT
 
Officer
 
and
Mark Reid
, Chief
Financial Officer.
The
 
exhibition
 
"
Art
 
with
 
a
View:
 
25 years
 
Proximus
 
Art
Collection".
18.09—
Proximus Towers
Avenue Roi Albert 27
 
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Proximus Group I
Integrated annual report
 
2021
I
21
Key highlights
BICS
Secured
partnerships
with key digital players such as
Microsoft Azure and Google Cloud, adding to those already
in place with Amazon Web Services and other
 
Tier 1 digital
disruptors in the
 
APAC region.
Launch of
voice APIs
, an important step in the provision of
communications as service, enabling enterprises
 
with
secure and
 
flexible software-based
 
communications.
World’s 1st
5G Standalone roaming trial
with Proximus
successfully
 
concluded,
 
showing roaming
 
interoperability
between different 5G
 
providers.
Recognized in the
 
Gartner Magic Quadrant
 
for
Managed IoT Connectivity
 
Services Worldwide.
Investments in 5G and private mobile network
connectivity enablement through its
SIM for Things
solution allowing companies to easily deploy and
manage connected applications
 
for IoT transformation.
Key highlights
TeleSign
TeleSign announced its
intent to go public
at an
Enterprise Value of
 
$1.3 Billion via
 
a business
combination transaction with North Atlantic Acquisition
Corporation.
Launch of
Messaging API
which allows for
 
multiple
messaging channels to be consumed by our customers with
only one API integration.
WhatsApp for Business
 
and Viber messaging
 
support
added to Messaging API.
Launch of an updated
anti-fraud model of the Score
product
increasing
 
accuracy of
 
flagging fraud while
 
reducing
false positives.
New executive
 
leadership team
 
and experienced
regional leads
in EMEA and APAC to fuel future growth
and geo expans
 
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Proximus Group I
Integrated annual report
 
2021
I
178
26
Build the best gigabit network for Belgium
36
Operate like a digital
 
native company
44
Grow profitably
 
through partners
and ecosystems
57
Act for a green and digital society
74
Getting our people
 
and organization
ready for the future
Proximus Group I
Integrated annual report
 
2021
I
22
 
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Proximus Group I
Integrated annual report
 
2021
I
23
Since March 2020, Proximus
 
has been executing out its three-
year
 
strategy,
 
#inspire2022,
 
with
 
the ambition
 
to
make
 
Proximus
the reference
 
operator
 
in Europe
.
The
 
plan
 
was
 
launched
 
in
 
a
 
volatile
 
and
 
uncertain
context, as COVID-19
 
began to impact Europe.
Today, that
 
uncertainty persists and
 
we have
 
also
 
been
exposed
 
to
 
dramatic
 
climatic
 
events
 
and
 
the
consequences of those.
Despite
 
that
 
context,
 
the
 
telecommunications
 
sector
 
is
pursuing its
 
transformation at
 
an unprecedented
 
pace,
 
while
addressing the new challenges
 
that are rising.
Next-generation networks are being built to further support
the digitization of the economy and the increasing need for
data. A new, digital, data-fueled platform economy
 
is
emerging, which
 
raises concerns about data security
 
and
privacy. New forms of
competition are prompting us to diversify our range of products
and services and pave the way for new kinds of partnerships.
The digitization of society highlights our social
 
responsibilities
as a telecom
 
provider. It’s our
 
duty to foster diversity and digital
inclusion and to facilitate the transition
 
towards a circular
economy.
Our strategy is designed to accelerate the
transformation journey of our company so we can
return to
 
profitable growth
 
and address
 
the
competitive and
 
societal challenges
 
ahead. Embracing change,
we have deliberately chosen
 
to take the
lead and anticipate
 
the future to
 
the benefit of our
 
employees,
our customers and society at
 
large.
Our #inspire2022
 
strategy is built
 
on four
strategic pillars:
 
We will
build the
 
best
open
gigabit
 
network
for Belgium
, through
 
a
We will
operate
 
like
a
digital native
company
, becoming
leaner,
 
legacy-free
and truly
 
fit for
 
a digital
world.
of
partnerships and
ecosystems
.
and digital
 
society
and
embed
 
this ambition
 
in
everything we
 
do.
We
fulfill these ambitions
thanks to agile working
 
and the passion and
 
expertise of
our employees.
 
 
 
 
 
 
 
 
proximus-2021-12-31p24i2 proximus-2021-12-31p24i0
Overview of
 
#inspire2022
Build the best
gigabit network
for Belgium
#inspire2022 ambitions
 
Baseline 2020
 
Status 2021
4.2 million
gigabit homes and
businesses enabled by 2028
Undisputed
 
mobile
leadership with
5G
Dec'20: 460,000 homes and businesses
enabled with fiber
First operator to launch public
 
5G in Belgium
Dec'20: 5G available at 138 sites in 69
 
cities
and municipalities
Dec'21: 813,000 homes and businesses
 
enabled
with fiber
20 use cases from enterprise customers on
 
the
5G innovation platform
Dec'21: 5G available at 137 sites in 70
 
cities and
municipalities
Open networks
 
to grow
wholesale
revenues
8 new fiber wholesale partners in 2020
5G network open
 
to wholesale customers
as from launch
8 new fiber wholesale partners in 2021
9 MVNO partners have access to 5G
Material topic: Support digital infrastructure for Belgian society
Operate like
 
a
digital native
company
#inspire2022 ambitions
 
Baseline 2020
 
Status 2021
Top 1
 
or 2
 
Telco
NPS
for
convergent customers,
driven by superior user
experience, by 2022
First operator
 
to make commercial
 
gestures
following the COVID-19 outbreak: > 95%
customers appreciated the initiatives
MyProximus and Pickx app ratings
 
in Google
Play and App Store: 4/5
Satisfaction with our internet, TV and
 
mobile
products: > 90%
NPS of our
 
residential internet+TV+postpaid
customers increased in 2021
NPS of our biggest enterprise
 
customers
increased in 2021
NPS of our Small & Medium-sized enterprise
customers decreased in 2021
-40% in IT costs
by 2025 with
legacy-free IT
Implementing
 
a new simplified
 
address
management system
One single
 
datasource
 
for all billing
 
aspects,
improving
 
data quality
 
and user
 
experience
Continuous
 
integration,
 
development
 
and
automation
 
in IT operations
 
to reduce
 
time
to market
Simplifying
 
technology
 
infrastructure
Implementing
 
an engineering-oriented
 
culture
Increasing
 
automation
 
in the software
 
delivery
process
Simplifying
 
business processes
 
and products
Exerting
 
clear control
 
over demands
 
on IT
Train and
 
selectively
 
attract the
best
digital talents
in Belgium
> 200 employees recruited in domains of
 
the
future
Average of 39.5 hours of
 
training per employee
34.45 million invested
 
in employee re-skilling
and up-skilling
172 employees recruited in domains of
 
the
future
Average of 41.3 hours of training
 
per employee
32.34 million invested in
 
employee re- and
up-skilling
Material topic: Digital access
 
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Proximus Group I
Integrated annual report
 
2021
I
25
Proximus Group I
Integrated annual report
 
2021
I
24
 
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Proximus Group I
Integrated annual report
 
2021
I
25
Grow profitably
through partners
 
and ecosystems
#inspire2022 ambitions
 
Baseline 2020
 
Status 2021
>
3 million
unique Proximus
active monthly
apps users
by
2022
Dec'20: 1.6 million active users
 
on MyProximus
Dec'20: 1.1 million active users on Pickx
Dec'21: 1.7 million active users on MyProximus
Dec'21: 1.2 million active users on Pickx
>
2.1 million internet
connections
(consumer
segment) by 2022
>
100 million additional
revenue
from new
 
non-telco
domains by 2022
Dec'20: 1,965,000 internet connections
(consumer segment)
Long-term commercial
 
partnership with Belfius
Addressable TV: > 150 targeted
 
campaigns
Dec'21: 2,004,000 internet connections
(consumer segment)
Financial services: Launch of Banx and Beats
with Belfius
eHealth: Launch of Doktr
Smart building: Launch of aug•e platform with
BESIX and i.Leco
Addressable TV: > 400 targeted campaigns
Material topics: Support small & medium business development - Delivering customer promises - Customer value for
 
money
Act for a
green
and
digital society
#inspire2022 ambitions
 
Baseline 2020
 
Status 2021
Sustainability
and
circularity
embedded in everything
 
we do
Net zero
by 2040 &
truly
circular
by 2030
Support
digital re-skilling
of
1,000+ Belgian job seekers
yearly
120 ongoing projects related
 
to circularity and
carbon emissions at the end of 2020
Own emissions: -26% (vs 2019)
Indirect emissions: -16% (vs 2014 baseline)
88% waste recycled
409,000 modems & decoders refurbished
65,000 mobile phones collected
1,158 job seekers supported by
 
our initiatives
in Belgium
73% of tested
 
devices accessible for at
 
least
5 disabilities
>
150 ongoing projects related to
 
circularity and
carbon emissions at the end of 2021
Own emissions: -3% (vs 2020)
Indirect emissions: -44% (vs 2014 baseline)
89% waste recycled
845,000 devices refurbished
(incl. 493,000 modems & decoders)
80,000 mobile phones collected
1,145 job seekers supported by our
 
initiatives in
Belgium
55% of tested
 
devices accessible for at
 
least
 
5
disabilities
Material topics: Human rights - Responsible supply chain - Sustainable infrastructure - Circular economy - Energy and
 
CO
2
 
emissions - Digital
access - Privacy & data security
Getting
our
 
people
and
 
organization
 
ready
 
for
 
the
 
future
#inspire2022 ambitions
 
Baseline 2020
 
Status 2021
Internal
moves
 
2,146 employees changed function
 
• 782 employees changed function
Good physical and
 
mental
well-being
55% of
 
employees
 
giving a "good"
 
score in
 
the
Speak-Up
 
Survey
 
(score
 
of 4
 
and 5
 
on a 1-5
 
scale)
56% of
 
employees
 
giving a
 
"good" score
 
in the
Speak-Up
 
Survey
 
(score
 
of 4
 
and 5
 
on a 1-5
 
scale)
Material topics: Workplace wellness
 
- Employee up-skilling, re-skilling & employability
proximus-2021-12-31p28i5 proximus-2021-12-31p28i4 proximus-2021-12-31p28i0 proximus-2021-12-31p28i2
Build the best
gigabit
 
network
for Belgium
Proximus Group I
Integrated annual report
 
2021
I
26
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Build the best
gigabit
 
network
for Belgium
Being connected is integral to our daily lives. At home, at work
and on the go.
 
As society becomes
 
increasingly digitized, data
traffic will continue to grow. To anticipate the evolving needs
of all Belgian users, our ambition is to build the best open
gigabit network for Belgium by rolling out fiber and 5G at an
accelerated pace and by opening our networks to our
wholesale partners.
We are working to provide flawless connectivity,
available for
 
all. Consumers,
 
businesses of
 
all sizes, public
services and cities. Wherever they
 
are
.
We are committed to
bringing the benefits
of our
 
next-generation
networks to as many
Belgians as possible.
This improved connectivity opens up new opportunities in
many sectors, such as healthcare, manufacturing, autonomous
transport, logistics and agriculture. Our gigabit network will be
a catalyst for the local economy, for innovation, and it will
boost sustainable economic growth. The network will allow
technological evolution
 
and the creation
 
of new digital
consumer applications, such as connected homes, working
from home, e-education
 
and next-generation video and cloud-
based gaming.
In 2021, we made significant progress in the deployment of
our fixed and
 
mobile gigabit networks,
 
reaching 813,000
homes or businesses connectable to fiber at the end of the year
and offering 5G in 70 cities and municipalities in Belgium.
What’s more, our gigabit network is a fully open- access
platform on which
 
all other
 
service providers are welcome
 
to
offer their own specific services to their end-customers.
As the leading telecom operator in Belgium, we have a
responsibility to develop and enhance the digital
infrastructure in Belgium. We firmly believe that our efforts
have an
 
intrinsic value
 
for society,
 
contributing to building an
inclusive and sustainable world. We are committed to
bringing the benefits of our next- generation networks to as
many Belgians as possible and to making our networks as
environmentally friendly as we possibly can.
Material topic addressed
 
in this strategic
 
pillar:
Support
 
digital
 
infrastructure
 
for Belgian
 
society
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Integrated annual report
 
2021
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Proximus Group I
Integrated annual report
 
2021
I
28
The
 
accelerated roll-out
 
of our
 
fiber network
The COVID-19
 
crisis has
 
proven
 
that
fast and
 
reliable
 
networks
are vital
to our society.
 
Schoolchildren
 
and students
 
saw their
classes moved
 
online. Hundreds
 
of thousands of
 
employees
became used
 
to working
 
from home. And
 
with lockdowns
and social
 
distancing
 
measures
 
in place, we
 
relied on virtual
communication
 
to keep
 
in touch
 
with family
 
and friends
 
and to
 
stay
entertained
 
through
 
digital
 
entertainment
 
services.
These shifting
 
behaviors,
 
along with
 
business deploying
 
digital
transformation
 
and launching
 
innovative
 
digital services,
 
caused
the demand
 
for bandwidth
 
to continue
 
its strong
 
growth profile.
 
It
has confirmed
 
the importance
 
of
investing in
 
fiber as
 
the fixed
network technology of
 
the future
.
Proximus
 
is moving
 
up a gear.
 
Our objective:
by 2028,
 
we will
have connected
 
at least
 
4.2 million
 
homes and businesses
 
to
fiber
, covering
 
at least
 
70% of
 
homes
 
and businesses
 
in Belgium.
Our partners
 
will complement
 
us in
 
achieving
 
this ambitious
 
plan,
and even accelerate
 
the roll-out of
 
fiber.
Everyone benefits
 
from fiber
Fiber offers
 
an answer
 
to the continued
 
growth in data
consumption
 
of both
 
residential
 
and business
 
customers.
Fiber-users
 
enjoy
download
 
speeds
of up to
 
1 Gbps and upload
speeds of
 
up to
 
200 Mbps.
 
In addition
 
to download
 
speeds, fiber
offers
 
other
 
advantages
 
from
higher upload
 
speeds
essential
 
for
home working,
low latency
for applications
 
such as
 
gaming,
environmentally
 
it is
more energy
 
efficient
and economically
 
it
has far lower costs
 
to operate.
Accelerated
 
roll-out with partners
As part of our plan to cover at least 4.2 million
 
homes and
businesses
 
by 2028
 
we entered
 
in two
partnerships
: with
EQT
Infrastructure
in Flanders
 
and
Eurofiber
in Wallonia.
 
By doing
so, Proximus
 
will significantly
 
expand
 
its fiber
 
network
 
and
accelerate
 
the fiber
 
roll-out
in the
 
coming years.
Flanders
 
Wallonia
 
Brussels
We set up
Fiberklaar
, a joint
 
venture with
EQT Infrastructure, in March
 
2021.
Fiberklaar to connect at least 1.5 million
homes and
 
businesses
 
in Flanders by 2028.
We set up
Unifiber
, a joint
 
venture with
Eurofiber, in July 2021.
Unifiber to connect at least 500,000
homes and
 
businesses
 
in Wallonia
 
by 2028.
We will continue
 
to accelerate
 
our
own fiber
roll-out
.
Proximus
 
to cover
 
the entire
 
Brussels
Capital Region by
 
the end of 2026.
 
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Integrated annual report
 
2021
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29
These two joint ventures
 
will take Proximus
 
closer to its ultimate
objective of connecting Belgium through an
 
open, future-proof
network that brings
high or
 
very high-speed
 
connectivity
to every
 
home and
 
business
, including
 
those in
 
less densely
populated areas.
 
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Proximus Group I
Integrated annual report
 
2021
I
30
Fiber achievements in
 
2021
The roll-out of fiber is ongoing in 45
 
Belgian cities and
municipalities, 29 of
 
which are new.
 
We have connected
353,000
homes and businesses
, totalling 813,000 end 2021. With our
partner Signpost, we have provided 44 schools
 
with a fiber
connection.
Our footprint is
close to 14%
of total Belgian
 
premises.
In 2021,
 
the
pace of new
 
connections
 
has nearly
 
doubled
compared
to 2020. In 2021 we connected one
 
home or business
 
every 18 seconds
(vs every 34 seconds
 
in 2020).
In 2021 we onboarded
8 new fiber wholesale partners
, bringing
the total number
 
of partners to
 
36.
Speeding into
 
the future
On the
 
coming
 
period,
 
we will
 
increase
 
our stand-alone
 
roll-out
 
of
fiber and
 
actively
 
support
 
our joint
 
ventures
 
in the efficient
 
roll-
out of
 
fiber.
 
These joint
 
ventures
 
started
 
deploying
 
fiber
 
in the
fourth
 
quarter
 
of 2021
 
but have
 
a lot
 
of crucial
 
work ahead
of them in
 
2022. As
 
soon as we
 
are at cruising
 
speed, as from
2023,
 
Proximus
 
will
deploy fiber
 
to a rate
 
of close
 
to 10%
 
of the
country
 
per year
, to cover
 
at least
 
70% of
 
the Belgian
 
population
by 2028.
World’s fastest
 
fiber speed
 
deployed
Proximus is the
first operator
 
to add 25G capabilities to its commercial
network
in Belgium.
 
Together
 
with
Nokia
, we have deployed
 
the first live
25 Gigabit PON is the latest generation,
boosting both download and upload
speeds
on fiber
 
networks
 
to unprecedented
 
levels around
 
200 times
 
faster
 
than
the most advanced broadband networks of ten years ago.
 
This technological
breakthrough shows the virtually
unlimited capacity of fiber
. In fact, the
innovation makes our network the fastest in the world,
 
earning Proximus the
global
 
award
 
for
Fiber
 
Operator
 
of the
 
Year
, an
 
acknowledgement
 
issued
 
by the
Broadband World Forum (BBWF). This is encouraging
 
us to pursue our fiber
strategy based
 
on highly
 
ambitious
 
acceleration
 
plan, innovative
 
partnerships and
open network model
 
and confirms
 
the potential of
 
our fiber network
to become
 
a key
 
driver
 
of the
 
digital
 
economy and
 
the society
 
we
 
stand
for.
 
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Proximus Group I
Integrated annual report
 
2021
I
31
Phasing
 
out
 
our existing copper
 
network
We notify
 
our customers
 
once fiber
 
is active
 
in their city.
 
We migrate
them
 
to fiber
 
step-by-step
 
by offering
 
alternative
 
products,
 
allowing
us to
 
switch
 
off our
 
copper
 
network.
 
This in
 
turn leads
 
to, among
other
 
things,
operational
 
savings
 
and simpler
 
management
 
of
infrastructure
. In keeping
 
with our
 
commitment
 
to sustainability,
 
all
material
 
is recycled
 
or reused
 
for other
purposes.
 
In 2021,
 
we recovered
 
a total
 
of
859 tons
 
of copper
cable
, from
 
which
 
811 tons
 
directly
 
from
 
the network.
We plan
 
to deactivate
 
the existing
 
copper
 
network
 
in a specific
zone within
 
five years
 
of fiber
 
installation
 
works have
 
started
there.
Boosting
 
VDSL
 
infrastructure
The fiber roll-out
 
is our number one
 
priority. Still,
 
not all
consumers
 
will have
 
direct
 
access
 
to fiber.
 
It is important
 
that they
too can
 
benefit
 
from high-speed
 
internet.
 
That is
 
why we are
 
also
improving
 
our existing
 
infrastructure
for broadband
 
access
 
using
copper.
By developing
 
and implementing
 
its 2MX6
 
or
ultra-vectoring
technology
 
on the
 
copper
 
network
, engineers
 
at
Nokia
and
Proximus
 
launched
a global
 
first
in May
 
2021.
 
This innovation
allows
 
twice as
 
many customers
 
to be
 
serviced
 
using
 
a single
street
 
cabinet,
 
while
 
doubling
 
the speed
 
of broadband
 
internet
and reducing energy
 
consumption.
TITAN:
Voice, data and TV traffic
migration finalized
 
in 2021
In August
 
2018, Proximus
 
announced
 
its three-year
 
TITAN
project. The program’s
 
goal was to
increase the capacity
than before.
Since its inception,
 
TITAN has addressed
 
the growing use of
bandwidth
 
and the
 
rise in
 
data traffic.
 
It was
 
key to
 
proactively
strengthening
 
our data
 
transportation
 
network, which
 
carries
almost all the fixed and mobile voice, data and
 
TV traffic of
our residential and
 
professional customers.
 
This upgraded
backbone facilitates the development of services using
augmented reality, virtual
 
reality and IoT,
 
as well as
 
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Proximus Group I
Integrated annual report
 
2021
I
32
Staying ahead
 
of the
 
game
 
with
 
5G,
 
the
mobile network
 
of
 
the
 
future
In the future,
 
we will all
 
increasingly
 
use mobile data,
 
through more
intensive use of
 
services such as
 
high-definition
 
video streaming,
innovative
 
industry
 
solutions
 
and remote
 
working.
 
The
 
need for
super-fast,
 
large-capacity
 
networks
 
like 5G
 
is growing.
We are
committed
 
to remaining
 
the leader
 
for 5G
 
in Belgium
– with
 
a future-proof,
 
reliable and
 
more energy-efficient
 
open
mobile network.
5G: so
 
much
 
more
 
than
 
a faster
 
network
New applications continue to draw on the capacity of
 
the
networks.
 
Although
 
our existing
 
3G/4G network
 
provides one of
the best quality
 
levels available
 
in the world
 
today,
5G opens new
perspectives
, and
 
will allow
 
for the
 
creation
 
of new,
 
exciting
services.
 
5G is a 100%
 
stable, secure
 
and wireless connection
 
that is up to
10 times
 
faster than
 
4G
. Thanks
 
to the
enormous
 
bandwidth
and
the reliable,
ultra-low-latency
data transfer,
 
5G is able
 
to make
an infinite
 
number of
 
connections.
 
This offers
 
companies and
organizations
 
opportunities
 
to make their
 
processes
 
more
efficient, more
 
secure and
 
more mobile.
 
The faster
 
speeds
of 5G enable new
 
applications and
 
ways of working, such as
decentralized
 
clouds
 
and the
 
Internet
 
of Things
 
(IoT). Ultra-low
 
latency
allows
 
hyper-realistic
 
rendering
 
in virtual
 
reality
 
images.
5G improves
 
the efficiency
 
of mobile
 
data transmission:
less
energy
is required
 
for the
 
same amount
 
of data.
 
5G networks
use little
 
power when
 
traffic
 
is low, further
 
reducing the
 
power
consumption of the antennas.
5G also
 
forms
 
the foundation
 
of tomorrow's
digital economy
and
 
will
help
address societal challenges
.
 
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