1. ITU Regional Standardization Forum For Africa Dakar, Senegal, 24-25 March 2015 ORANGE MONEY, FOCUS ON QUALITY OF SERVICE Laurent Marie KIBA, Head of mobile payments services Laurent.kiba@orange-sonatel.com

2. Market Introduction Sénégal Country recap 196 723 km2 Population = 14 M Currency = FCFA Banking service penetration rate : 10% Market context : mobile penetration rate : + 100% Mobile Operators : Sonatel, historic operator Orange operates in several sectors like leader - On mobile market share - fixed line -On nternet -On IP TV -On mobile money 8 000 000 mobile customers in senegal (2014) Mobile Financial services :

3. A competition increasingly diversified and open-plan Actual actors MTO OR MPO (cards) MOBILE MONEY

4. From voice to datas… …from datas to Financial transactions in the mobile FINANCES VOICE DATAS 4

5. 5 years of growth … Lancement Cash in Cash out Transfert P2P Bill payments Insurance payment International transfers Donaton Merchant payment 20112012 2013 2014 2010 Internet payment 1 800 000 registers 200 billions CFA transactions 800 000 registers 16 billions CFA transactions 1 000 000 registers 40 billions CFA transactions 600 000 registers 4 billions CFA transactions

6. Mini Bank account for all ! Orange Money Senegal acts as mini bank account. It is a virtual portfolio within the mobile phone for cash-in /cash-out / bill payment /internet payment/peer to peer transfer/merchant payment/ salary payment and top up essentially for unbanked (95% of the population) 4000 certified agents are operational. We work with BICIS, a BNP Paribas affiliate, as our banking partner. They are in charge of compliance, regulatory issues and money management. Across Africa, France Telecom’s Orange Money currently has 10 millions registered users in Mali, Ivory Coast, Madagascar, Niger, Guinéa... 6

7. Transfer Cash in Marchands payments Cash out Internet payments Legs Insurance International remittances

8. About quality of services

9. Quality of services is crucial for mobile payments My money is available all time I can make transaction without contrainte My responsability is engaged Money is sensible Hackers exist! I need to guaranty quality of payments My payment partner must be safe customers operators Partners loss of profit, complaints customers, loss agrement, image degradation, abandonment of service...

10. SMS and USSD priorisation for MFS Dedicated team for technical supervision Outsourcing plateforme to assure quality Real time execution Transactions tracking Plateformes providers with big MFS experiences Success keys to assure quality of service Technical Hotline priority (7days/week) B2B management Available reportings Easy to use Central bank agrement Team dedicated to partners partnership

11. Hotline priority Agents solvability Real time payments and transfert Easy to access and use Transaction guarantee Marketing is the source of technical launch Costumer journey certification program Success keys to assure quality of service Customers

12. 12 DMP/MKT Thanks you