zain-a wonderful journey- eng

1 Profile & Overview Structure


ContentSection 1:Overview of the Wonderful World

MD & CEO Message 6

Zain Sudan Board of Directors &Executive Management

Board Of Directors 10

Executive Management 20

Vision, Mission & Values 34

About ZainZain Group: The Birth of a NewDawn

38

Zain – Sudan: Launch &Establishment

39

Milestones to Success 40

Our Company in Numbers 44

Economic Impact 48

Section 2:Structure of the Wonderful World

Technology SectorNetwork Launch & Growth 55

Network Technology 58

South Sudan’s Network Separation 59

Information Technology 60

Strategic Planning SectorStrategic Planning 64

Quality & Information Security“ISO Certification”

65

Commercial SectorOur Services 68

Branding & Advertising 70

Market Research 72

Sales 74

Corporate Sales 76

Customers’ Information 78

Customer Service 79

Regional Operations 82

Human Resources & AdministrationSector

Human Resources 86

Administration 88

Corporate Social ResponsibilityCorporate Social Responsibility(CSR)

92

The Graduate Training Initiative 98

CSR in Numbers 100

Legal Affairs 104

Safety & Security 108

Finance SectorFinance 112

Procurement & Logistics 115

Our Story in Numbers 118


Section 1

Overview of the Wonderful World


MD & CEO Message

Lieutenant General (Pilot) Elfatih Erwa Managing Director & Chief Executive Officer of Zain Sudan

Zain- Sudan epitomizes the brilliant history, bright present and promising future of mobile telecommunications in Sudan, thus remaining committed to finding effective and innovative ways to enhance the capabilities of future gen-erations. Our goal was- and still is- to provide these gen-erations with the required means and tools by which they can turn into productive citizens, consequently contribut-ing towards achieving economic and social development.

At Zain, we make sure to keep abreast of the latest developments and the rapid spread of mobile phones by extending our network range and expanding cellular coverage to reach even remote areas, while improving our services through the latest technologies in the world. As pioneers of mobile telecommunications in Sudan, we have upgraded our 2G and 3G networks, as their availability offers numerous economic and social benefits to each and everyone we serve, and we are now also ready to roll out 4G.


Being the top taxpayer in the country, Zain has positively and significantly impacted the national economy, thus directly contributing to the economic development of the private and public sectors. Zain has also largely contribut-ed to employment by entrusting its operational processes to local companies and individuals which also leads to driving the national economy forward.

Furthermore, Zain believes that its success is linked to the development of the communities in which it operates, which is why Corporate Social Responsibility is an integral component of its business. Zain also seeks to achieving maximum benefit from what is offered by the telecommu-nications revolution in meeting and elevating the needs of our people, especially in the health and education fields.

Lastly, I would like to thank all our success partners, to whom we owe our growth and development in this long journey, seeing as if it wasn’t for them, none of this would have been possible.

Lieutenant General (Pilot)

Elfatih Erwa

Managing Director & Chief Executive Officer of Zain Sudan


Zain Sudan Board of Directors & Executive Management


Mr. Asa’ad Al Banwan Chairman

Appointed Chairman of Mobile Telecommunications Com-pany (Zain) in March 2005, Mr. Al Banwan completed his Bachelor of Science in Finance and Business Administration at the University of Kuwait in 1982. Mr. Al Banwan began his career with the Kuwait Foreign Trading Contracting and Investment Company (KFTCIC)- now the Kuwait Investment Company- where he became Senior Vice-President by 1996. He then took over as the Deputy General Manager of Wafra International Investment Company in Kuwait, between 1996 and 1999.

Mr. Al Banwan was also Vice-Chair-man and CEO of the National Invest-ment Company in Kuwait from May 2000 until March 2012, the Chairman and Managing Director since April 1999, and Managing Director and member of the Board since 1996. Ad-ditionally, Mr. Al Banwan is a member of the Board of Directors of several regional and international companies.

Prior to being named Chairman of Zain, Mr. Al Banwan was Vice-Chair-man and a member of the compa-ny’s Investment Committee. Mr. Al Banwan also assumes the position of Vice-Chairman of the Kazma Sporting Club.


Mr. Bader Nasser Al-Kharafi Deputy Chairman

Mr. Al Kharafi currently serves as Chairman, VP and board member of several business-es of the Kharafi conglomerate. He holds a degree in Mechanical Engineering from Kuwait University, and has an exceptional track record in spearheading crucial business developments as well as consultancy opera-tions for major firms and social institutions.

Mr. Al Kharafi holds several senior roles within the Kharafi Group, including Chairman and Managing Director of the Gulf Cable and Electrical Industries Company in Kuwait, and Group Vice-President, Mohammed Abdulmohsin Al-Kharafi & Sons Co. W.L.L. also in Kuwait.

Furthermore, Mr. Al Kharafi is General Manager of Al-Khair National for Stocks and Real Estate Co., board member of the Refreshment Trading Company (Coca-Cola) as well as INJAZ Kuwait. He is also Vice-Chairman of UNIEXPO in Kuwait, and member of the Industrial Advisory Board to the Mechanical Engineering Department at Kuwait Univer-sity. In 2005, the Minister of Commerce and Industries in Jordan awarded Best Young Investor in the Middle East to Mr. Alkharafi.


Mr. Abdul Aziz Al Nafisi Board Member

Mr. Al Nafisi was elected to the board in March 2005 and took over as Deputy Chair-man in March 2010.

Having vast experience in the fields of finance and invest-ment, Mr. Al Nafisi began his career with Burgan Bank in 1978, as member of the board. He was also CEO of the International Project Investment Group (1992-1996) and Chairman of Al Madar Finance and Investment (1998-2003). He has been board member of the Arab Telecom Company since 2000 and Chairman as of 2003, in addition to being CEO of the Al Nafisi National Group since 1986.

Mr. Al Nafisi earned his Bachelor’s degree in Business Administration from Whittier College, California in 1977.


Mr. Jamal Al Kandary Board Member

Mr. Al Kandary was elected to the board in 1999 and has also been board member of Zain- Jordan since 2002.

He has been Vice-Chairman of Iraq Kuwaiti Holding Co. since 2004 and has previously held the position of Chairman of the Al Ahlia Real Estate Co. (1995-2002)

Mr. Al Kandary earned his Bachelor’s degree in Law from the University of Beirut in 1992, and a degree in Literature from Kuwait University in 1983.


Lt Gen (Pilot) Elfatih Erwa MD & CEO

Mr. Erwa was appointed CEO and Managing Director of Zain- Sudan in July 2008 and CEO of Africa Operations in May 2012. He is a prominent figure in Sudan, well known for his varied and considera-ble work experience.

Mr. Erwa joined the University of Khartoum as an Economics and Social studies student then moved to the Military College to graduate in 1970.

He later worked in the Air Defense Forces and attended several training courses in Electronics, Radar and Artillery in Sudan and the UK.

Mr. Erwa served as an Instructor in the Sudan Military College prior to joining the National Security Services in 1976, where he served until 1985. During that period he attended several professional training courses in Intelligence, Technical Opera-tions and Strategic Studies, in Sudan and the United States.

Mr. Erwa served as Consul General in the Embassies of Sudan in Moscow, Russia (formerly Soviet Union) and Addis Ababa, Ethiopia from 1977 to 1984.

Mr. Erwa holds an Airline Transport Pilot License (ATPL), and a helicopter pilot license. He worked in the aviation industry of the private sector from 1986 until 1987.

Between 1988 and 1989 he worked for the Government of the Kingdom of Saudi Arabia as Research Officer, specialized in the Horn of Africa affairs.

In 1989 Mr. Erwa was appointed State Minister at the Presi-dency of the Republic of Sudan and National Security Advisor to the President between 1989 and 1995. He then held the position of State Minister of Defense from 1995 to 1996. Mr. Erwa was then appointed Permanent Representative of Sudan to the United Nations in New York, from 1996 until 2005, which is the longest period an Ambassador has held that post in the history of Sudan.

Mr. Erwa became a private consultant between 2006 and July 2008, when he was appointed the Managing Director for Zain Sudan.


Mr. Ahmed Ibrahim Al TahirBoard Member

Ahmed Ibrahim Al Tahir, Esq. was appointed to Zain- Sudan’s board of directors in March 2014. He earned a Bachelor’s degree in Law in 1970 from the University of Khartoum and practiced law in North Kurdufan’s capital city El Obeid after graduating until 1982. He was also elected during the same period Member of the People’s Assembly (Parliament) from 1980 until 1982. He became Minister of Justice in the state of Kurdufan from 1982 until 1984. Thereafter, he moved to Khartoum and continued the practice of law.

Mr Al Tahir held many legislative and executive positions in central and state governments from 1990 until 1993. He then served as Legal Advisor to the President and Minis-ter of the Presidency from 1994 until 1998. He was later appointed Minister of the Sudan Federal Government Chambers and Peace Affairs Advisor until 2001 when he was appointed Speaker of the National Assembly of the Republic of Sudan (Parliament); he held this position for 12 years, (2001-2013). Mr. Altahir engaged in different political and judicial activities in and outside Sudan. These activities include:

• heading the delegation to the Peace negotiations in Nairobi, Kenya in 1993 and 2000;

• delegate at Peace Talks from 1994 until 1999;

• Member and Secretary General of the Higher Judicial Council from 1995 until 2000;

• Speaker of the Arab Parliament for 2 consecutive years, 2002 and 2004;

• Chairman of the African Parliamentary Union from 2002 until 2011;

• President of the IGAD Parliamentary Union from 2010 until 2012;

• Chairman of the Great Lakes Parliamentary Forum (AMA-NI Forum) in 2012; and

• President of the Parliamentary Union of the OIC States in 2013.

Mr. Altahir has published many books in Arabic, most notably, Course of legislation and its origin in the Sudan (1996) and Debates of war and peace in the Sudan (1998).


Mr. Ali Hassan Ahmad AlbashirBoard Member

Mr. Ali Hassan Ahmad Albashir was appoint-ed to Zain Sudan’s Board of Directors in March 2011. He has a proven track record in the social work field within civil society organ-izations and has taken part in running numer-ous charity organizations.

He began his career as Office Director for Sudan and the African Horn at Human Appeal International UAE from 1988 until 1994. He also founded the Ma’arij Foundation for Peace and Development in 1997.

Mr. Albashir served as Deputy Chairman of Hi-Tech Group from 1998 until 2009 and was also General Manager of Hi-Tech Petroleum in 2001. In 2005 he was appointed Gen-eral Manager of Ram Energy Co. and in 2009 Chairman of Harees International Group.

Mr. Ali earned his Bachelor’s degree in Petroleum Engi-neering from the University of Tulsa in Oklahoma, USA in 1987 and a Master’s degree in Business Management from the University of Juba, Khartoum in 2003.


Zain - Sudan Executive Management


Mr. Ibrahim Ahmed ElhassanDeputy CEO

Mr. Elhassan commenced his career as Chief Marketing and Sales Director for Mobitel (currently Zain- Sudan) in December 1995. He was the mastermind behind the success-ful and creative offers and services credited for increasing the number of subscribers in Sudan, which made him a Leader in the telecom industry in the country. Mr. Elhassan held the position of Chief Marketing Officer from 2004 to 2007. In April 2008, Mr. Elhas-san was appointed Acting General Manager of Zain- Sudan before assuming the position of Chief Administration Officer in October 2008 and Chief Operations Officer in 2011, then Deputy CEO in December 2014. Mr. Elhassan is known for his strong connections and diverse relations in Sudan, owing to his vast experience in the telecommunications industry.

Mr. Elhassan graduated with a degree in law from Cairo University, Khartoum branch. He also holds an MBA from Bandung Institute of Technology, Indonesia, and a Diplo-ma in Telecommunication from the Telecommunication Institute in Khartoum.


Mr. Osama Abdalla Abdo KahinChief Operations Officer (COO)

Mr. Kahin is a graduate of Science from the University of Khartoum with a Bachelor’s De-gree in Mathematics and Physics in 1992.

Mr. Kahin began his career with Suhail and Saud Bahwan in Muscat, Oman; as Sales Administration Supervisor in 2003. He also worked for Mobitel, (now Zain- Sudan) as Indirect Sales Manager in 2006. He further developed his career with the Haggar Limited Company from 2007 to 2010 as General Manager, before returning back to be appointed Sales Director in Zain- Sudan in April 2010. Mr. Kahin was appointed Chief Commercial Officer, in charge of Marketing and Sales, as of end of December 2012 until he was appointed Chief Operations Officer in 2014.


Mr. Balbinder (Bal) Panesar Chief Financial Officer (CFO)

Mr. Bal holds a Bachelor’s Degree in Mechanical Engineering and an MBA in Marketing, in addition to being member of the Chartered Institute of Management Accountants (CIMA). Mr. Bal was appointed CFO of Zain- Sudan in June 2013. Prior to that, he was the CFO of Kuwait’s Wataniya Telecom (currently Ooredoo) in 2007, and CFO of Sabafone-Yemen from 2005 to 2006. Mr. Bal has over 30 years of accumulated experience in the telecom industry from Europe, the Middle East and Africa in diverse areas including fixed line, cable TV, ISP in addition to the mobile sector.


Mr. Magdi Taha Chief Strategy Officer (CSO)

Mr.Taha graduated with a Bachelor of Science Degree in Computer Engineering from Boston University, USA in 1985. He holds a Master’s Degree in Project Management from George Washington University, School of Business. A year later, he began his career journey in Kuwait Uni-versity as a Assistant Lecturer in the department of Com-puter Engineering. In 1996 he relocated again to the USA where he joined New United Motor Manufacturing, Inc., as Senior Network Engineer from 1997 until 1998. He then joined INTEL Corporation- USA as Operations Manager until 2000. Mr. Taha also worked for Cisco Systems, Inc. as a Software Development Manager from 2000 until 2009, before being appointed Zain Sudan’s Information Technol-ogy Director in January 2009. He was then appointed the company’s Strategy and Business Excellence Director. Mr. Taha was given a short-term assignment at Zain- KSA as Strategy Advisor. Upon his return to Zain- Sudan, he was appointed Chief Strategy Officer.


Mr. Nizar Abdelrahman Musa Chief Technical Officer (CTO)

Mr. Musa graduated from University of Khartoum with a Bachelor’s degree in Electrical Engineering in 1995, where he was also a teaching assistant. Additionally, he was awarded a Master’s Degree in Digital Electronics from the University of Sussex in 1997. He also received a Business Administration Diploma from the International Institute for Management Development (IMD) in Lausanne, Switzer-land. Mr. Musa joined Mobitel before rebranding to Zain in the position of Operation Engineer in 1998. He was soon transferred to occupy the position of Head of Network Support in 2000.

He held several positions in Zain- Sudan’s Network division before being appointed Network Director in August 2008 and later Chief Technical Officer in 2014.

In September 2015 a new technical division formulated from the IT & Network and headed by Mr. Nizar under the title Chief Technical Officer.


Mr. Khalid Gafar Chief Commercial Officer (CCO)

Mr. Gafar graduated from Future University in 1997 with a Bachelor’s degree in Computer Engineering. In 2002, he was awarded an M. Phil Degree in Data Communications from the University of Sussex in the UK. Mr. Gafar started his career as a System Administrator at Mobitel before rebranding to Zain- in 1997, when he was promoted to the position of Head of Prepaid Services in 2000. From 2001 to 2011 he held several technical positions including Value-Added Services (VAS) Manager, Intelligent Network (IN) and Billing Manager and VAS Senior Manager, before being appointed IT Director in January 2012. In 2014 he became Chief Information Officer. Mr. Gafar possesses vast experience in the field of Information Technology and Telecommunication that extends over 18 years.

In July 2015 Mr. Gafar was appointed in Chief Commercial Officer (CCO) post.


Mr. Salih Mohamed Ali OmerCorporate Communication Senior Directoror

Mr. Salih graduated from Omdurman Islamic University with a Bachelor’s degree in Education in 1990. He also acquired a master’s degree in African Studies from the International University of Africa in 2005. Mr. Salih is well versed in the field of journalism and media consultancy, with his experience extending from 1986 to 2006, as he has worked for several local and international newspapers. He worked as a Media Consultant for Bashayer Telecom-munications Company (before being acquired by the second mobile operator in Sudan). He was also Hiegleig Petroleum Services and Investment Company’s Media council Leader until 2005. Mr. Salih joined Zain as a Media Consultant for the Managing Director in August 2008, be-fore being appointed Corporate Communication Director in December 2010.


Mr. Babikir AbbasharSenior Director of Finance

Mr. Abbashar is a graduate of Accounting and Technical Engineering from the Khartoum Polytechnic Institute. He began his professional career at the General Telecom-munications Corporation in 1987, and later moved to the Oil Seeds Company to become an accountant in 1990. In 1991 Mr. Abbashar worked as an accountant at the General Investment Authority until December 1992 when he became Senior Accountant at the Modern International Company for Investment. In February 1997, he joined the Gezira Trade and Services Company as an Internal Auditor and left in 1998 to join Mobitel (now Zain) as Senior Ac-countant. In 2003 he was promoted to Chief Accountant and remained in that position until 2006, when he became Chief Controller until 2009. He was promoted once again to Chief Controller of Accounts, and acting CFO from July until Dec 2011. Mr. Abbashar currently holds the position of Senior Director of Finance.


Mr. Mahmoud Mohamed AlassadSenior Director of PMO & Contracts

Mr. Alassad graduated in Engineering from the University of Khartoum in 1991. He earned his master’s degree in Business Management from the same University in 2009. Mr. Alasad also holds several specialization degrees in the fields of IT and Project Management. He has gained signif-icant experience in a variety of fields including: IT, Tele-communications and Infrastructure Projects, as he worked from 1993 until 2008 as a consultant for Shell– Sudan, Hilton– Khartoum, the UN, DAL Group and BETA Industrial in the UAE. He also managed a number of companies in-cluding BETA Industries’ branch office in Sudan, ACTS and AlDaira for Roads & Bridges. In May 2008, he joined Zain– Sudan as Director of Projects in the IT Department. He then moved to the Procurement and Logistics Department as Director, then Senior Director of the same department in 2012. In 2014 he was appointed Senior Director of PMO & Contracts.


Mrs. Wafaa HomoudiCustomer Care Senior Director

Mrs. Wafaa holds a Bachelor’s degree with honors in Health Sciences (Community Health Management major) from the Ahfad University for Women. She began her career as a teaching assistant before joining Zain- Sudan. In 2007 she became a member of The Chartered Institute of Personnel and Development in the UK. Having acquired ample experience in the Customer Service field in Zain- Sudan, she was able to sucessfully rotate within different divisions in the Customer Care Department since 2003. Mrs.Wafaa also worked for Canar Telecom as Custom-er Service Trainer from 2005 until 2006, after which she returned to Zain as Contact Center Manager in 2008. In 2009 she was appointed Customer Care Director in 2009, and promoted to Customer Care Senior Director by the end of 2013.

CommsMEA telecom magazine ranked Mrs. Wafaa as the 39th top female executive in telecom among 50 other femals.


Mrs. Rabab Osman Abdelkareem Human Resources & Administration Senior Director

Mrs. Rabab graduated from the University of Khartoum with a Bachelor’s De-gree in Architectural Engineering, and proceeded with her post-Degree Studies from the same University where she acquired a Master’s Degree in Environmen-tal Studies in 1998. During that period Rabab travelled to The Netherlands on Scholarship program and acquired a Diploma in Planning & Management from The Institute of Urban Development In 1997. In 2007 she gained her MBA from Ahfad University for Women.

Rabab is a CIPD Certified HR Professional. In 2000 she started her career journey with Shell Oil Company as a Retail Network Planner, and via a good performance and accumulated experience she occupied the Marketing and Retail Sales Manager’s post in 2004.

Rabab then moved up the career ladder to join Zain-Sudan in 2007 as a Retail Sales Manager. By demonstrating professionalism and high performance she later held the job of Human Resources & Administration Senior Director, a post she occupies to date.


Mr. Mohamed Sharif Mahmoud Sharif Business Development and Parallel Market Senior Director

Mr. Sharif graduated with a Bachelor’s degree in Electri-cal Engineering from the University of Khartoum in 2002. He worked as an engineer in Ashraf Telecommunications Company, and then moved to Sudatel where he worked for 10 years, serving in different posts such as: the Data and Internet Division, the Wireless Network Division, the Projects Department in Expresso Telecom Group, which manages Sudatel’s foreign investments until 2013. Mr. Sha-rif held the position of Commercial Director at the Suda-nese Natural Gas Company until he joined Zain- Sudan in August 2014 as Business Development and Parallel Market Senior Director.

Vision, Mission & Values


Vision:To remain the preferred mobile operator in Sudan, leading the telecommuni-cations market growth and expanding in the region, and to provide the high-est value for all our stakeholders through operational excellence while driving economic prosperity.

Mission:We will continue to challenge ourselves and set new performance standards by investing in the future of our Customers and seeking knowledge and innovation in order to exceed expectations in serving our community.

RadianceHeartBelonging


Values:Heart: Live your life with courage & resolve, engage your spirit, touch your emotions, and connect to your soul.

Radiance: Leading the way with imagination and vision, bringing joy, color and richness to your life.

Belonging: Bringing fellowship and community and geographical boundaries.

RadianceHeartBelonging

About Zain


Zain Group: The Birth of a New Dawn

Zain Group embarked on a journey of success in 1983. Established by an Amiri Decree in Kuwait and former-ly known as the Mobile Telecommunications Company (MTC), Zain became the first mobile telecommunications company to be launched in the Middle East, marking a new era for the telecom industry in the region. In 2007, the company was rebranded to Zain, expanding its com-mercial presence across 8 countries; Kuwait, Bahrain, Iraq, Jordan, Lebanon (MTC Touch), Sudan, Saudi Arabia and South Sudan.

Based in Kuwait, Zain’s headquarter is listed on the Kuwait Stock Exchange as a publicly traded company. There are no restrictions on Zain shares as the company’s capital is 100% free float. Zain’s largest shareholder is the Kuwait Investment Authority with a 24.2% equity stake.

Zain is also a member of the Global System for Mobile Communications Association (GSMA), which represents the interests of the communications industry worldwide.


Zain- Sudan: Launch & Establishment

Zain- Sudan (formerly Mobitel) commenced its own journey towards the end of 1996, leading the way as the first mobile phone operator in Sudan. Launching its commercial activities in February 1997, Zain put Greater Khartoum on the telecommunications map through the GSM network, turning Sudan into the fourth country to launch mobile services in North Africa. It was established as a joint-stock company with the shares divided between Sudan Telecommu-nications Company Ltd. (Sudatel) and several other shareholders including Celtel until 2006, when it was fully acquired by the Mobile Telecommunications Company (MTC) as part of its strategy; to transform from a local to a regional, then a global telecom entity. Following the acquisition, Zain consolidated its position in the Middle East and Africa, transforming Mobitel into the leading mobile telephone operator in Sudan, and the most distinguished among Zain Group’s operations which extend across Asia and Africa.

On September 9th 2007, the Sudanese Mobile Telephone Company (Mobitel) simultaneously rebranded to Zain together with the other companies in the Group in Kuwait, Bahrain and Jordan. Zain then became the brand name of the group’s companies in Africa and the Middle East, operating in Kuwait, Bahrain, Saudi Arabia, Iraq, Jordan, Lebanon (MTC Touch), and Sudan. Since its launch, the company’s mission has been, to provide previously unavailable services to its customers, develop the community in which it operates, boost Sudan’s eco-nomic growth and create unique value for its partners and shareholders.

Today, Zain– Sudan is proud to have over 11 million active subscribers (figures for January 2014). Zain– sudan succeeded in strengthening its relationship with the Sudanese community by being proactive, providing innovative services, contributing to its development and progress in addition to extending its cov-erage to reach more than 90% of Sudan’s total population.

The Sudanese Mobile Telephone Company Ltd. (Zain) provides 2G and 3G mo-bile phone services under the license granted to it by the National Telecommu-nications Corporation (NTC) in accordance with telecommunications act 2001.


1996 19991997 1998 2000Milestones to Success

An agreement be-tween the Sudanese Telecommunica-tions Company Ltd. (Sudatel) and the Nile Waters Invest-ment Company was signed, to establish a private limited mo-bile phone company on June 11.

The beginning of Zain’s (For-merly Mobi-tel) journey on August 28. The first call was made in November.

The IT department was established.

The first call centre was established.Extending Coverage to the main roads and a number of large cities in the states.

Celebrating 10,000 subscribers.

The Credit Trans-fer Service was launched.

The GSM service was launched in January.

The first bill was issued in January.

The beginning of Zain’s commercial activities.

The Administration Affairs department was established

The first Customer Service Center was opened in Amarat.

The Eppix billing sys-tem was introduced in May.

Upcountry Network expansions.

Sudan’s first prepaid product was launched.

Mobile systems International (MSI) acquired 30% of the shares owned by Nile Waters Investment Company.

Top-up cards were launched for the first time.

A network of author-ized distributors was created.

Sudan’s first bundle (Mobile Phone + SIM Card) Mobipack was launched.


2001 20032002 20062004

Celebrating 1,000,000 subscrib-ers.

Celebrating 500,000 subscribers.

The company was fully acquired by the Mobile Telecommu-nications Company (MTC).

Corporate data (In-ternet) services were introduced.

Data (Inter-net) services were intro-duced.

A partnership with the Sweden’s Erics-son was launched.


2007 2008 2009 2010 2011

Rebranding from Mobitel to Zain on 9 September. The Subscriber Data Management project was launched.

The Call Center’s quality Division was established.

The Intelligent Network (IN) was launched.

The Franchise project was launched.

The Electronic Voucher Distribution System (EVD) was introduced.

3G was launched. Celebrating 5,000,000 subscrib-ers.


The Graduate Training Initiative at the Call Center was launched.

New communication channels were added to the Call Center (Email, SMS and the Social Media Team).

The Mobile Broad-band Service was launched.

Preliminary work began on the largest information center in Africa and the Arab World in Jabra, Khartoum.

The El Tayeb Salih International Award for Creative Writing was launched in remembrance of the first anniversary of his demise.

The separation of South Sudan’s net-work was completed.


2012 2013 2014

A new Inter-net speed (21Mbps) was launched through Zain Connect.The Ideal Mother In-itiative was launched Nationwide.

The per-second bill-ing plan was adopt-ed.

Celebrating the com-pany’s 15th anniver-sary


A new Inter-net speed (42 Mbps) was launched.

Charging & Billing in One (CBIO) was introduced.

The Mobile Finan-cial Service was launched.


Our Company in Numbers

42%SUBSCRIBER SHARE

60%REVENUE SHARE

90%SCOPE OF COVERAGE

35.5%GEOGRAPHIC COVERAGE

11.5 MACTIVE SUBSCRIBERS

ANNUAL INCOME

3.97 BILLION SDG

SALES OFFICES.79

INTERNET USERS3.5M

CALLS PER DAY46M

CIT

IES

CO

VER

ED

BY

ZAIN

’S 3

G N

ETW

ORK

96


SMS PER DAY3.5M

INTE

RNET

USA

GE

PER

DA

Y

72,0

00 G

B

CALLS TO CUSTOMER SER-VICE CENTER MONTHLY

9M

CONTRIBUTED TO THE GOVERNMENT SECTOR

2BUSD

CONTRIBUTED TO THE PRIVATE SECTOR

3.5

BILLION USD

TOWERS COUNTRYWIDE2400

POINTS OF SALE31,000

THIRD PARTY MARKETING AND PRODUCT SALES OFFICES (FRAN-CHISEES)

67

FINANCIAL INVESTMENT

VOLUME

6BUSD

MINUTES OF CALLS PER DAY74M CITIES COVERED BY ZAIN’S NETWORK

1102


Economic Impact


Economic Impact

Telecommunication has a large impact on the development of both the private and public sectors. Being the largest tel-ecommunication company in Sudan, Zain has continued over the span of 19 years to push the national economy forward, which significantly impacted the economy of the country. This is achieved through supplying the national treasury with taxes, customs and administrative fees, as well as licenses worth approximately 2 Billion Dollar over the past 5 years (as of August 2014).

5.53.5 2

Supplying the national treas-ury with taxes, customs & administrative fees

Billion Dollar(August 2014)

Contracting & Procurement

Billion DollarBillion Dollar


Moreover, in meeting its strategic business needs such as contracting and procurement, Zain relies on outsourcing all such services to local companies, in addition to the service distribution network of offices and distributors and other service provid-ers such as electricity and rentals. This in turn aids in supporting and devel-oping the national economy; which is one of the company’s main objec-tives. In this regard, the total expens-es over the past 5 years amounted to around 3,5 Billion Dollar (as of August 2014).

Zain also pursues a policy of recruit-ment for Sudanese in all its functions, in addition to providing opportunities for individuals with disabilities.

This is excluding the CSR projects, which contribute to the development of the community through intelligent-ly designed projects and programs tailored to fit the needs of all Suda-nese citizens.


Section 2

Structure of the Wonderful World

Technology Sector


Network Launch & GrowthIn 1996 15 engineers from Mobitel’s (now Zain) Network divi-sion laid the foundation for the future, by installing the first 10 Base Transceiver Stations (BTS), covering “Dar Elhatif”, Burry, Bahri, Shambat, Umdurman, Almahdia, Khartoum South’s new extension, the General Command and Abo Haraz.

By the end of 1997, Wad Madani and Port Sudan, in addition to other cities and states, joined the Sudanese Mobile Tele-phone Network, through optical fiber cables.

The years 1998-1999 witnessed a giant leap in the devel-opment of the Sudanese Mobile Telephone Network, as it covered numerous cities; towns and villages in almost every state in the Country.

In a short period of time, and in accordance with its forward-looking strategy, Zain extended its network far and wide, remaining the best companion for travelers on the national highways, as part of its wonderful world that spreads across all the Greater Sudan's cities; villages and countryside.

Over the years, the growing number of Zain stations increased coverage nationally in addition to updating the network technologies. The data commu-nication services were then introduced which required updating and replacing the devices and equipment used.

With the growth of its subscriber base, Zain developed the main network to accommodate advanced services and meet its subscribers’ aspirations, in ad-dition to keeping pace with the global progress in this technical field. Conse-quently, a number of locations were added. The capacity of the main network then exceeded 11 million subscribers who now enjoy the latest technology in the world.

Zain’s network was classified by Ericsson as the best performing and efficient network in Africa and the Middle East in 2011.

Jabra Switching Center, in South Khartoum is the largest and most advanced of its kind in Africa, run on the latest and best global systems. The Center is characterized by the ability to scale in size to meet the ever-growing customer base, as well as containing the latest disaster recovery technology, in addition to housing state-of-the-art buildings.


Since the acquisition by MTC/Zain Group, Zain was keen on bringing the latest mobile telecommunications tech-nologies to Sudan in order to expand the network. $1.5 billion was invested over the last 6 years to develop its administrative and operational capabilities. Today, Zain uses the latest towers technology, to provide coverage to over 1000 cities and villages throughout Sudan, with the nation-al coverage exceeding 90% of the total population of the country through 2,400 towers nationwide. Using 2G, 3G and 3.5G technologies, data transmission services were made accessible, in alignment with the company’s most important strategies.

Zain also deployed an extensive fiber-optic network for voice and data services in Khartoum, which the state network entirely relies on. The fiber-optic network is also available in Western Sudanese States. Plans are underway to expand this network throughout the rest of Sudan and the Middle East. This network represents a safety valve, ensuring the continui-ty and excellent quality of service.

Zain- Sudan covers 80% of the national roads with its 2G and 3G networks. In 2014 it also introduced a new technology, which provides 42 Mbps Internet speed, revolutionizing the Internet market in Khartoum.

In a bid to remain the leading telecom company and to keep pace with the latest technologies, Zain is ready to launch 4G LTE technology for the first time in Sudan, which allows for speeds 4 times faster than 3G. This will enable the provi-sion of new services and a richer experience for individuals as well as the economic and corporate sectors, leading to a strong and positive impact on the development of tele-communications infrastructure and the advancement of the economic sectors. Additionally, the technology will double the exchanged Internet data volumes and increase the use of smart phones that support this technology, providing room for expansion in terms of increased data usage in the differ-ent development sectors such as the educational and health service sectors among others.


With the Environment being a top concern for Zain, the company employs eco-friendly practices by installing intelligent towers. Designed to blend into the environment and surrounding landscape, these towers also consume minimum energy. In fact, unlike traditional towers, these don’t require large generators as they extract the energy needed from the wind and sun, such as the ones installed in Tutti Island, the palm-shaped tower on the Nile Street and Port Sudan’s seafront Street. In the same context, the company transferred more than 232 sites to hybrid power system which consumes 40% less fuel. Zain also turned to using solar power in some stations, reducing the overall fuel consumption by 100%.

Coverage (2400 towers)


Network Technology

With the launch of its commercial activities, France’s Alcatel initially provided the equipment for the Sudanese Mobile Telephone Company’s network infrastructure, which then began to develop steadily. Over the years, Zain’s stations increased the scope of coverage nationally, in addition to developing and expanding its network technologies. At a lat-er stage, the data communications services were introduced, which required updating and changing the devices and equipment used.

By the end of 2003, the main supplier of equipment- Alcatel- was replaced by the Swedish leading communica-tions technology provider worldwide, Ericsson. At the time, the equipment provided capacity for 750 thousand subscribers, and all the company’s equipment were installed in “Dar Elhatif” in Khartoum.

With the growing number of subscrib-ers, Zain upgraded its main network to accommodate advanced services and meet the aspirations and needs of its valued customers, and also to keep pace with global progress in this highly technical field. Thus, a number of sites were added, beginning with AlMogran then Arkaweet and Om-durman where the equipment and devices of the company were placed.


South Sudan’s Network Separation

This project was the first of its kind in the world, and the main factor for its success was the team spirit and synergy between zain- sudan and zain south sudan

Efforts to separate South Sudan’s network and arrangements for a new network infrastructure began in 2010, where an urgent need to prepare the Data and Switch Centers appeared. The centers were complete and ready by 2011.

A proposal for the network separation which covered 90% of the populated areas was prepared since January 2011. The objective was to build an independent network from Sudan’s with the most advanced Billing and VAS systems. This was completed before September 1st which was the date marked for the separation. The network separation was completed immediately after the independence of South Sudan.

South Sudanese engineers in addition to other staff had been trained to manage the Zain- South Sudan network which was the first independent network in comparison to others. Thanks to the early and careful planning, the network was established with the world’s most advanced 3G technology and covered South Sudan’s largest cities including Juba, Wau and Malakal. The network was also extended to other populated cities and SIM Cards were changed to bear the new name, Zain- South Sudan.

It was not an easy task, but in spite of many challenges, beginning with the political situation which required a detailed and solid plan before the separation, the team in south Sudan was able to implement this plan with utmost accuracy.

Zain was the first company to use the new numbers after migration to the new country code together with the new Zain- South Sudan SIM Cards in the newly born nation. A technical plan was also prepared to ensure the continuity of the service even when using the new numbers.

In addition, roaming subscribers in South Sudan were able to use the Zain- South Sudan network at a time when other networks were facing difficulties in accommodating roaming subscribers.

This project was the first of its kind in the world, and the main factor for its success was the team spirit and synergy between Zain- Sudan and Zain- South Sudan. It is worth mentioning that this accomplishment was undertaken without the assistance of foreign consultants which reaf-firms the efficiency of Zain’s experts, its biggest asset.

It is often and for different reasons that telecom networks merge. But it was the first time in the history of the telecom industry worldwide for a network to split its operations. As a result of South Sudan’s succession, Zain had to face the challenge of separating its network into two independent networks.


Information Technology

The department began its operations from “Dar Elhatif” in early 1996 when the first billing system was developed, implemented and later launched in the company. In January 1997, after installing all the required software, the first Post-paid product saw the light of day and the first bill was issued. In May of the same year, the EPPIX billing system was intro-duced, and the first Customer Service Office was opened. Also, the first internal network connecting “Dar Elhatif” with the customer service office was launched.

In 2000, the first prepaid bundle in Sudan was launched and named Mo-biFree. The same year, the MobiNet service was also launched allowing users to connect to the Internet using a landline telephone. The service was one of the most innovative and popu-lar products at the time.

In early 2007, Zain (formerly Mobitel) launched the Intelligent Network (IN) with a capacity of 6,000,000 subscribers. The billing system was also changed from EPPIX to TABS, considered at the time to be the most advanced billing system in Africa and the Middle East, with a cost of over $10,000,000. The same year, the internal network was upgraded and expanded using the latest technolo-gies. Moreover, in alignment with the company’s fair expansion strategy, an office was opened every week in the capital and States.

In mid 2009, all necessary arrange-ments were made to establish the largest information center in Africa and the Arab world. The center began its operations from Jabra, South of Khartoum in 2010 to assist the main center, costing a total of $16,000,000.


The center utilizes the latest technology in the world in terms of data storage and archiving as well as the most advanced computing and processing tech-nology, Data Cloud. The center was established in collaboration with European and American companies.

The culmination of the department’s great efforts and strive to become pio-neers in the Information Technology field, was the launch of the integrated billing system, Charging and Billing in One (CBIO), which created a revolution in billing systems worldwide. Zain was the first in Sudan to introduce CBIO and one of the first in the world to implement it.

Zain was also one of the first companies in Sudan to establish a Data Ware-housing and Business Intelligence division in 2007 as part of the IT Depart-ment. In order to operate with high efficiency, Zain currently uses the latest models of servers and software and was the first in Sudan to use the Oracle Communications Data Model (OCDM) running on Exadata Database Machine.

The main function carried out by this division is to assist the company with developing its strategies and appropriate decision making based on accurate information that serves the interests of the business and meets the require-ments of the market and customers.

The department is divided into two divisions:

• Data Warehousing (DW): Collects data from various sources such as invoices and consumption, and transforms it into an analyzable format.

• Business Intelligence (BI): Transforms raw data into information required by the company’s different departments for business analysis purposes.

Strategic Planning Sector


Strategic Planning

Established in November 2011, the department is responsible for following and im-plementing the company’s current and future strategies and aligning them with Zain Group’s overall strategies, by coordinating between Zain’s different departments and the Risk Management. Strategic Planning also ensures compliance with ISO require-ments and local laws, in addition to offering continuous support in order to develop the business.


Quality & Informa-tion Security (ISO Certification)The Sudanese Mobile Telephone Compa-ny (Zain) pays considerable attention to the safety of its network and intrusion preven-tion, which is why it was keen to obtain both the ISO 9001:2008 (Quality Management System) and the ISO 27001:2005 (Informa-tion Security Management) certificates since 2008. Zain also boasts a Department specialized in quality, excel-lence and information protection which enhances the com-pany’s overall performance. Employees in this Department are qualified to use the latest management techniques and operations organization methods to ensure optimum per-formance and effective crisis management. Zain is the only company in Sudan that was able to retain the ISO Informa-tion Security Management certificate for the past 7 years.

The company takes protective measure to ensure maxi-mum network security and protection against intrusions by utilizing the latest information security devices and tech-nologies in the world, in addition to investing in its work-force to enhance their skills and knowledge bases, which will enable them to provide a high level of security to the company and its equipment, as protecting its custom-ers’ privacy is pivotal. Zain also promotes an information security culture by holding annually, a week-long informa-tion security awareness program through which it presents public lectures and seminars by specialists in this sensitive field, and invites all those involved in the information and technology fields, for greater benefit to the community. Zain is also classified as the most advanced company in information security in Sudan.

Commercial Sector


In 2008, zain launched the 3G technology, causing major devel-opment in the inter-net service through the (Zain Connect) de-vice with its different packages to meet the customer’s needs.

Our Services

Zain- Sudan (formerly Mobitel) first introduced Internet services in 2001 through MobiNet. The company then developed and updated this service to provide the latest technology to its customers, offering customized ser-vices for the commercial and distribu-tion services sectors in 2006. This in-cluded data SIM Cards for companies to monitor their sales routes and track the sales activities which positively impacted and facilitated the manage-ment of resources and expenses for companies.

In 2008, Zain launched 3G, thor-oughly establishing Internet servic-es through the Zain Connect USB modem with its different packages, to satisfy customer’s needs.

To provide the best possible service, Zain offers its valued customers a comprehensive range of services and offers to meet their different needs and requirements.

The corporate sales office also offers companies and banks customized and integrated solutions in the form of prod-ucts and services that meet their business needs and help in managing the companies’ expnses as well as providing the highest quality of service through its corporate Account Managers.


As Zain continues its efforts to develop its Internet and data services, the company made a big leap forward in 2010 by launching a high-speed mobile Internet service (Broad-band), which provided high speed and unlimited Internet connection as well as multiple subscription packages.

In 2012, a new Internet speed (21Mbps) was launched through Zain Connect, Zain routers and mobile phone packages. Zain then launched a new speed (42 Mbps) in 2013 which gave corporate and individual subscribers the option of choosing a higher speed and enjoying a unique web-surfing experience.

These efforts resulted in Zain’s market share of Internet subscribers reaching 45%.

Zain- Sudan also offers postpaid subscribers roaming services with more than 420 Operators in 152 countries around the world as well as 70 Countries for prepaid sub-scribers. The Zain Zone Service also offers 50% discount with Zain Operators in Saudi Arabia, Iraq, Jordan, Bahrain in addition to Du- UAE, Etisalat- Egypt and Ooredo- Qatar.

The Internet roaming service came soon after, enabling postpaid subscribers to browse the Internet using WAP,

and enjoy MMS services with more than 249 Operators in 107 countries around the world. In-flight roaming was also introduced, allowing post-paid subscribers to make calls and text on-board a number of airlines.

Zain was also the first to launch a partnership between the banking and telecommunications sectors through the Mobile Banking Service, which allows all Zain subscribers to perform most financial transactions and opera-tions such as fund transfer, paying for services and bills in addition to bene-fiting from the ATM services and POS without the need to open an account in any Bank Branch.


Branding & AdvertisingFor advertising purposes a department was established in March 2000, reporting directly to the General Manager, with only one in-house designer who created ads for the compa-ny’s products and applied the brand (Mobitel at the time).

In 2001, one more designer joined the department which then became part of Sales and Marketing together with the customer service offices, call centers as well as Sales and Distribu-tion.

Due to business expansions and the need to meet the market demand, a Marketing, Media and PR depart-ments was established in 2003 with a Manager, in addition to a number of new employees to monitor the media activities and supervise the differ-ent events and sponsorships of the company.

The Marketing department was sep-arated from the Sales Department in 2005. At the time it included the De-sign and Media division, Products and Services, PR, Market Research, Field Marketing in addition to Sponsorships and Events.

In 2006, Zain changed the advertising policies by hiring external creative agencies to handle all creative work. The branding division was then sep-arated from the advertising division when the brand name was changed from Mobitel to Zain. Additional local experts and external companies were hired to embed the new brand name in the domestic telecom market and maintain the company’s leading po-sition, especially in light of the fierce competition amongst companies in which advertising plays a key role. In September of same year, the brand name was officially and successful-ly changed to Zain which marked a major turning point in the company’s history, without affecting the loyalty of its subscribers and their sincere sense of belonging to Mobitel, and then Zain.


Zain also contributed to the improvement of advertising qulity through the expertise of its team and by being up-to-date with the latest technologies and standards of quality.

The Department also witnessed the introduction of many new technologies and equipment which enabled it to benefit from the great technological devel-opments in the advertising industry. This was evident in the transformation of the TV and radio commercials, billboards and online advertising.

the power ofZain Brand


Market Research

Following the Zain brand launch in 2007, the increase in the number of sub-scribers and the growing need to identify market trends and changes, taking into account the competition among telecom companies, it was necessary to expand the department which now includes 3 divisions:

Market Research: conducts studies that aim to measure the level of customer satisfaction regarding services and identify new market expansion opportuni-ties.

Geomarketing: responsible for network expansion planning, as well as demo-graphic analysis.

Strategic Marketing: observes new trends in the telecom market concerning offers and services and conducts research on economic variables.

Putting the customer’s satisfaction and needs first, Zain es-tablished the Market Research division in 2003, considered to be a key division in the Commercial Department. It start-ed as a small division, responsible for conducting customer surveys as well as providing information that helps in imple-menting the network coverage strategies, product design and services launches.


In 2008, Zain introduced the Electronic Voucher Distribution (EVD) system for credit top-up

Sales

The first Customer Service Office was established in the SDC Tower in Al Amarat District during 1997. It started with one employee and grew to become a customer service offices network with 79 offices. The state-of-the-art offices reflect Zain’s Wonderful World and provide an enjoyable and pleas-ant environment for customers. Over 200 employees run these offices using the most advanced customer service systems.

In its quest to develop new business management methods due to the increased geographic coverage and number of subscribers, Zain adopt-ed third party franchising in 2008 to facilitate the provision of services for customers in exchange for ben-efits for the franchisees in the form of profits from selling products, and incentives for providing services. The customer service centers expansions contribute greatly in efficiently provid-ing services to customers, in addi-tion to implementing the company’s marketing and sales strategies and reducing management involvement which leads to increased operational effectiveness.

Indirect Sales initially started with one office and later spread through a network of authorized distributors. Today, the number of POS increased to 31,000 and 48 authorized distribu-tors. It is worth mentioning that Zain’s sales reflect directly on social devel-opment, as nearly 30,000 families are believed to be benefiting from this channel with their income directly relying on the commission received from the sales.


In 2008, Zain introduced the Electronic Voucher Distribution (EVD) system for credit top-up which currently represents 72% of the total recharge activity. This system aims to increase efficiency and protect the environment by reducing the use of plastic cards as well as to bridge a gap by supplying remote places, especially the inaccessible areas during the rainy season.


Today, this outstanding brand, with the widest network coverage owns the largest market share of the corporate sector which amounts to 80%

Corporate Sales

Zain’s ability to meet the telecommu-nications demands of the increasing number of corporations and compa-nies in Sudan, enabled it to grow its customer base in 2004. Accordingly, Zain recruited a significant number of employees to provide better and more efficient services through an array of options to meet the needs of its subscribers in this sector, whether to government bodies and embassies or organizations and large, medium and small-sized enterprises.

This was followed by establishing a separate building for this division in 2009 with a special section for VIP cus-tomers, and increasing staff to attract new customers and provide exception-al services to meet the rapid develop-ments in the business market as well as the fierce competition in the Sudanese market.

Zain offers access to a world of voice, SMS and data services that suit its corporate customers’ needs. It also offers new technologies which serve as integrated solutions to help busi-ness owners manage their businesses and expenses carefully, in addition to receiving continuous on-site visits from the corporate sales agents.

Today, this outstanding brand, with the widest network coverage owns the largest market share of the cor-porate sector which amounts to 80%, thanks to its employees’ efficiency in managing the corporate customers’ accounts to their satisfaction.

The Corporate Sales Department also offers efficient customer services through the customer care hotline, 121.

The Corporate Sales division was established in 2001 as part of the Sales department to provide services especially tai-lored for the corporate sector. The Department began its op-erations by providing a number of services to the public and private sectors with only three employees, through phone calls and some on-site visits.


Customer data collection has reached 93.4% of the total number of active subscribers.

Customers’ Information

The division also promotes data collection and documentation in addition to emphasizing their impor-tance as business principles. This data is essential to companies, enabling them to serve their customers and the nation. In 2007 the division was able to collect 80% of the required sub-scriber data successfully, and today it has reached 93.4% of the total num-ber of active subscribers.

To build a solid foundation for accurate planning for the fu-ture of its business, Zain established a division in 2007 under the Customer Service department that handles storing and updating customers’ information. The division collects and archives postpaid and prepaid subscribers’ data to create a database aiming to facilitate its customers’ procedures at any time and protect their rights. Through this information, Zain is able to provide its customers with offers and services suit-ed to their different individual needs. This came in time with the National Telecommunication Corporation’s instructions to all service providers in Sudan to update subscribers data.

Customer ServiceZain’s call center was estab-lished in 1999 and began its operations by receiving customer queries 24/7.

Afterwards, the steady growth in the number of subscribers required employ-ee increase. By 2014, more than 1000 employees and interns were working at the call center to meet the de-mand and achieve customer satisfaction. The center ad-equately responds to cus-tomer queries, concerns, and promotes Zain’s services and products.

As a continuation of Zain’s efforts to achieve customer satisfaction, the Interactive Voice Response (IVR) technology was introduced in 2006. IVR received calls through different channels and provided information about products, services, offers, shops location and any other informa-tion required by the customers. These channels gradually doubled in num-ber, answering 930 calls per second.

The center receives more than 9 million calls monthly, answered by the center’s employees and IVR.



In 2007 a technical unit was established to monitor the quality of the call center operations by evaluating the calls received.

In 2009 the monitoring division began operating sepa-rately as part of the Customer Service Department. The division receives and processes customer requests coming from the center and contributes to the customer’s overall satisfaction.

To stay current with the evolution, quality and high service speed, other channels such as email in 2011, SMS and the social media team in 2012 were added. The competent social media team responds to queries and customer com-plaints via facebook and twitter.

Zain’s Call Center team attends specialized and pro-cess-oriented training courses up to international and local standards.

The customer service department also incorporates the Credit and Collection division which began operating in 1999 under the supervisory role of the Finance De-partment. The division then became part of the Internal Auditing Department in 2000. The same year, the credit unit was established as part of the Call Center Department at the time.

To keep up with the company’s increasing activities, the 2 units were brought together in 2002 as the Credit and Collection division under the Finance department’s super-vision, until it settled at the Customer Service department in 2008 as one of its main divisions.

Credit and Collection is a key division in the company focusing on postpaid customers and providing exceptional services to meet their expectations and needs. An exam-ple includes, but not limited to, distributing bills through a third party to VIP customers.


The regional oper-ations department contributed to the increase of vertical ex-pansion by more than 64%

Regional Operations

In 2009 the company restructured its administrative organiza-tion by establishing a department for regional operations; to provide the necessary resources for the increasing number of services countrywide.

This department is entrusted with attracting new customers by offering different telecommunication services, customized to their specific needs. The new administrative organization covered the following regions: the Red Sea, the Eastern region, the Central region, the Northern region, Kordufan and the While Nile region and Darfur.

In 2011 the company developed a system to manage the regional operations with the aim to expand its marketing activities throughout Sudan, as the regional population represents more than 75% of Sudan’s total population. Departments were set up with the assistance of other divisions, for every region, each with a regional manager and managers for direct and indirect sales, to support the marketing, network, PR and Legal Departments.

The Regional Operations Department contributed to the increase of vertical expansion by more than 64%. It also achieved competitive balance in the regions as well as continuing its ongo-ing pursuit of attracting a significant number of added subscribers through the unique activities undertaken by the department in collaboration with other departments such as the Brand-ing Team. These activities included SIM Card distribution and various campaigns in addition to data regis-tration through public gatherings and other marketing activities with focus on the brand with the help of the Branding team.

Human Resources & Administration Sector


With Zain understanding that the foundation of its growth highly relies on bringing onboard ambitious, dynamic and dedicated people, it established the Human Resources De-partment in 1997. At the time, HR handled personnel affairs and their professional and developmental needs. Following the company’s growth and steady increase in the number of staff, the department was restructured and developed to keep pace with the scientific and technological revolution in the Human Resources domain.

Human Resources

The department follows advanced and transparent methods in recruiting and hiring staff. The number of Zain employees today is 1066 with demo-graphics consisting of both genders all over Sudan, as well as people with special needs.

The Company provides a chance for employees to contact a number of libraries and international information sources to develop their abilities and skills through intensive and profes-sional training programs in and out-side Sudan, to be able to review the business performance and provide professional advice and guidance which reflects positively on the work-force development in Sudan.

The department handpicks the best employees in terms of performance on a monthly basis to promote the spirit of competition and giving, in addition to encouraging creative thinking. This choice is based on an evaluation program that relies on the latest management and human resources development systems in the world. HR supports Zain’s strate-gic plans by providing the necessary workforce to the company’s different departments with attractive com-pensations and benefits to increase production efficiency and improve change management. Zain also pro-vides its employees and their families with medical insurance in and every-where outside Sudan, excluding the United States of America.

HR also carries out many programs and competitions to raise awareness, motivate, and bring out the best in each and every employee to achieve excellence. These include: Zain Health Day, Employee of the Month, Zain Oscar and the annual HR Week among several others.


Administration

In 2004 the department was renamed Administrative Affairs and composed of 3 divisions: Transportation, Proto-col and Ancillary services. In 2006 a fourth division was added; the Build-ings and Construction Division.

In 2012 the department was restruc-tured to be amalgamated into HR be-coming HR and Administrative Affairs. Its responsibilities included: improv-ing the work environment, mainte-nance, facilitating travel procedures, employee transportation, managing the company’s fleet of vehicles and setting up budgets to suit the require-ments of these responsibilities, in addition to representing the company before official and judicial bodies.

The Administrative Affairs Section was established when the company was formed in 1997, as part of the Finance and Ad-ministrative & Personnel Affairs department under the super-vision of the CFO at the time, until it began reporting to the Personnel Affairs Manager in 1998. It continued this way until 2003 when it was named the Auxiliary Services Department, reporting at the time to the General Manager and some-times to his Deputy.

Corporate Social Responsibility


Corporate Social Responsibility (CSR)

The actual launch of the CSR depart-ment’s activities took place in 2005 when a new division was established for the purpose of handling social support and media relations. At the time, 20 health and educational institutions along with a number of development projects were support-ed. In recognition of its leading role in social responsibility, Zain earned first recognition from the Presidency of the Republic of Sudan, The 1st Class Presidential Duty Order in 2006, thus becoming the first company to achieve such an accolade.

In 2006, with the assistance of an external board of trustees comprised of experts in social work, and under the supervision of Zain’s General Manager, the CSR Department was established as part of the Regional Operations sector of the company.

In 2009, the Department expanded its work which in turn called for an increase in staff from one to four.

In 2010, the Corporate Communica-tion Department was expanded to include: Media Communication along with CSR and Sponsorships, both re-porting directly to the MD and CEO.

The Corporate Social Responsibility Department com-menced its work in 2001, under the management of the Deputy GM and the Sales and Marketing Manager. To super-vise events, activities, as well as internal and external com-munication, one employee was hired in 2004.


Zain, recognaizes the pivotal role-played by the CSR projects in devel-oping its capabilities, and in sup-porting the achievement that aim for its growth as a leading entity. Zain’s commitment to positively impacting Sudan’s communities is a matter that occupies, day after day, a deeper place in the business strategy, as a considerable budget is allocated an-nually towards the support of commu-nity services.

Zain’s social responsibility programs focus on four key areas: health; edu-cation; community development; and environmental protection.

In the area of education, Zain has assisted in laying the foundations to encourage the development of a fu-ture generation capable of driving the wheels of change, and to ensure the continuity of education in areas that lack basic necessities, such as North and South Kordufan, Darfur’s five states, Blue Nile state, Kassala, AlGa-darif, and AlJazeera, Zain has spent approximately $823,000 in imple-menting its Student Seating Project which benefitted a total of 30,000 students. Furthermore, in addition to donating 20 computer labs to educa-tional institution in various states, 20 schools and study halls were built.

Moreover, Zain has not lost sight of the importance of the basic needs for academic attainment, spending a to-tal of $1,288,000 on the provision of school uniforms, pens, and books to more than 115,000 students, paying particular attention to orphans. Also, since 2012, Zain partnered with Muja-didoon Charity Association to provide meals for students, particularly or-phans and underprivileged children. A total of 1,500,000 meals were distributed to help disadvantaged families and to ensure that student don’t withdraw from schools.


With regard to health, Zain has left its mark on most states through the establishment of hospitals and the rehabilitation of health centers. From 2002 and till date, the cost of health projects has reached SDG4,250,000. Examples:

• The establishment of Sherkela Hospital For Safe Motherhood and Childhood in North Kurdufan, at a cost of $545,000, to provide medi-cal care to more than 5,000 families;

• Signing an agreement to supply a state-of-the-art MRI device to the Red Sea state, with a cost of more than $847,000, providing much needed services for the state’s patients;

• Distribution of medical equipment and a number of devices to various hospitals and health centers across the country;

• Sponsoring a number of medical conferences as well as celebrating World Heart Day in addition to pro-viding vaccination and organizing breast cancer awareness campaigns;

• A blood donation campaign in cel-ebration of the World Blood Donor Day, in an attempt to lead by action.


In believing that its growth is directly linked to the growth and develop-ment of the communities which it serves Zain launched its community services with the source of life, water. In helping to improve the lives of 16,750 persons, Zain drilled 10 solar powered boreholes in the Red Sea state, established a complete water station in the village of Morka in the Northern state, 10 water pumps in North Kurdufan, followed by the implementation of the AlJifail Water Project, aimed at improving the lives of 10,000 across North Kurdufan.

In addition, Zain participates in all sporting, cultural and health events, among others.

What is more, Zain paid particular at-tention to people with special needs through the execution of various initi-atives and contributions of which the following are the most notable:

• A laboratory for training the deaf on communication methods;

• The organization of the Paralympics, in collaboration with DAL Group;

• Supporting the Ibn Aljamoh Or-ganization for people with special needs.

To support this segment of the socie-ty even further, capacity building pro-grams for the deaf, mute and blind were organized; to help them rely on themselves by teaching them skills that would improve their livelihoods. The workshops included training in carpentry, aluminum works, and food production. To date, 90 disabled persons have benefitted from this in-itiative. In 2014, Zain fully sponsored the Khartoum Cheshire Home for the rehabilitation of special needs chil-dren to ensure the home provided a suitable environment for the children with opportunities for medical treat-ment, skills acquisition and profes-sions to enable them to provide for themselves and their families. 5046 was allocated as a toll-free number for donations.

During the holy month of Ramadan, Zain contributes of iftar meals to student hostels, hospitals, prisons, people with special needs, and to those stuck on traffic jams. The meals distributed total to 1,000,000 annu-ally.

Zain’s concern for the environment stems from its care to developing the communities in which it operates. This is reflected in its tree planting projects. The shades of the hundreds of thousands of trees planted by Zain in Sudan’s numerous states, narrate a success story. Zain further promotes environmental protection through the use of renewable energy sources such as solar and wind energy in the operation of its towers and stations, as means of conserving energy and mitigating greenhouse gases emis-sions.


Likewise, Zain pays unprecedent-ed attention to culture, for it firmly believes that culture is the pillar for social development. In light of this, Zain holds an annual cultural event in February, in the name of the acclaimed international Suda-nese novelist, El Tayeb Salih. The El Tayeb Salih International Award for Creative Writing, which is attend-ed by prominent African and Arab novelists and literates, aims to foster and encourage talent, and promote the Arabic language worldwide. Zain also continually sponsors the Rashid Diab Center, and has sponsored thus far 40 forums, 24 seminars for the prominent Sudanese scholar Abdalla El Tayeb to complete the journey of the late scholar in preserving the Arabic language, held in Alsharja Hall at the University of Khartoum. Zain further sponsored 25 other activities in collaboration with the Sudanese Writers Union, along with sponsoring of the Sons of Aljazeera Association for Literature and Arts.

Zain’s wonderful world continue to offer initiatives and a variety of pro-grams in recognition of the Sudanese community. In 2012 it launched the Ideal Mother Award in all of Sudan’s states out of loyalty and respect for the mother’s role in the society and deepening the values of altruism and bestowment in addition to recogniz-ing her great role in the upbringing of future generations. The National Day was launched the same year as part of the Sudan’s Independence cele-brations and a symbol of gratitude for those who epitomized the spirit of sacrifice and redemption to the beloved Sudan.


It is worth mentioning that zain also acknowl-edges, supports and motivates the talents in the call centre to develop their mana-gerial skills and tools to ensure better per-formance.

The Graduate Training Initiative

Zain also provided- through this initiative - training opportunities for people with special needs, which are fairly distributed among Sudan’s different states.

It is worth mentioning that Zain also acknowledges, supports and moti-vates talents in the Call Center to develop their managerial skills and tools, thus ensuring better perfor-mance.

Zain has played a leading role in youth training and devel-opment by preparing this segment to enter the labor mar-ket. With the increasing number of graduates, the company launched in October 2009 the Graduate Training Program in the Call Center department with the highest degree of transparency and equality for a full year. The number of beneficiaries was nearly 4000 up until 2014. The CSR and HR departments also contributed to this initiative for an even greater positive impact on the community.


1MILLION

STUDENT TREES

3,000BENEFICIARIES FROM 4 PRO-JECTS FOR PEOPLE WITH SPECIAL NEEDS

CSR in Numbers

27SCHOOLS REHABILITATED

19COMPUTER

LABS

512SPONSORSHIPS & CULTURAL EVENTS

BENEFICIARIES OF THE STU-DENT SEATING PROJECT

30,000

20ELEMENTARY &

SECONDARY SCHOOLS


1MILLION

RAMADAN “IFTAR” MEALS

4STUDYING HALLS AT UNIVERSITIES

1,5 MILLIONSTUDENT MEALS

BENEFICIARIES FROM 21 SAFE DRINKING WATER

PROJECTS

344THOUTHAND

115,000BENEFICIARIES FROM

THE SCHOOL UNIFORM PROJECT

BE

NE

FIC

IAR

IES

FRO

M H

EA

LTH

P

RO

JEC

TS A

NN

UA

LLY

3,7

4,000 TRAINEES OF THE

GRADUATES TRAINING PROJECT

MIL

LIO

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Legal Affairs


Legal Affairs

When the company was first established in 1996, the legal department was not part of the company’s organizational and manage-ment structure. All legal work was referred to law firms and external legal advisors. In 2004 the board of directors approved a change in the organizational structure that required the appointment of an internal legal advisor. Subsequently, the legal affairs department was established by the end of 2004, with a total of 9 staff; 3 legal advisors and 6 other employees.

Since its creation and up until now, the legal department witnessed significant development in its performance, due to the extensive experience acquired from working in the telecom industry, especially the mobile phone services and through the progression and diversification in carrying out and accomplishing legal tasks linked to the telecom sector; this was evident in:

• The settlement of numerous cases, which preserved the rights and acquisitions of the company;

• The solid and advanced drafting of contracts and inter-nal company regulation;

• The tremendous help to the judicial bodies in preserving the rights of the citizens;

• The preservation of the values of the Sudanese society;

• Laying the foundation for procedures that should be followed by other business entities in transactions and in legally carrying out the business and services of the company


The main tasks carried out by the legal department include:

• Drafting of contracts;

• The provision of sound legal opin-ions and advice;

• Representing Zain before courts and responding to judicial bodies;

• Drafting the internal regulations and publications linked to Zain’s busi-nesses;

• Registering Zain’s business names and trademarks;

• Renewing the company registration at the commercial registrar; and

• Following-up on Zain’s dossier at the commercial registrar and the Land Authority.


Safety & Security


Safety & Security

Zain pays special attention to safety and security of its em-ployees and affiliates in addition to its first-rate equipment and devices, which must be protected and insured from all risks.

Since the launch of its business, Zain sought to establish this important depart-ment, supply it with aids and heavily invested in its staff. All of Zain’s facilities are equipped with cutting-edge safety technologies and safe evacuation drills are conducted on regular basis to ensure staff is well prepared in case of an emergency. In carrying out these drills, Zain is assisted by the Civil Defense Department in all of Sudan’s states.

Finance Sector


Finance

The tasks of the Finance Department mainly entail the preparation of audit-ed financial statements for the com-pany’s activities, in accordance with the International Financial Reporting Standards (IFRS) and presenting it

to shareholders and stakeholders, including the Taxation and “Zakat” Chambers, Bank of Sudan and NTC, among others.

The Finance Department commenced its work with the es-tablishment of the company in 1996. The department is comprised of three main divisions; General Ledger, Accounts Receivable and Collection & Procurement. That was until the department was restructured in 2004 to include 7 different divisions to meet the growing needs of the business. The department took its current shape when the Revenue Assur-ance division was introduced in 2006.


Finance Division FunctionsRevenue and Accounts Re-ceivable:responsible for recording all sorts of company revenues, from its various activities, in the accounting records. Also, keeping record of subscriber accounts and collecting payments.

Treasury Management:responsible for recording the compa-ny’s collected revenue and depositing it in the company’s different bank accounts in addition to matching it with the company’s records. Addi-tionally, the division manages these funds, invests the surplus, and plans the payments of the companies both in foreign and local currencies.

Payments and other Inven-tories:responsible for following up on all the company’s payments to their cus-tomers and suppliers, recording their accounts and matching them to the company’s accounting records, as well as recording and registering the flow of all the commercial inventories, and keeping the company’s fixed assets records.

Budgeting and Reporting:responsible for reviewing and prepar-ing annual budget estimates, in addi-tion to the preparation of periodical financial reports and audited financial statements.

Revenue Assurance:responsible for assuring the accu-rate capture of revenue by matching the incoming revenues from the IT department with the figures obtained from the revenue confirmation sys-tem.

Information Systems:responsible for implementing ac-counting programs and extracting the reports required from the sector as per the requirements of the business, as well as the integration of account-ing and billing systems.


Procurement & Logistics

This department sprung from a small division that was established during the inception of the company, responsible for the manage-ment of the company’s purchases. As the operational processes developed, the logis-tics division was included in 2011.

With the doubling of the operational processes, the Con-tract Management division was introduced as a third unit in 2012; shaping the department as it is today.


The main tasks of the divisions are:

Procurement: responsible for meeting the needs of Zain’s different departments, monitoring Purchase Orders, and managing tenders, suppliers, and contractors. There is also a unit that specializes in following up on the company’s various assets insurance affairs and annual compensation insur-ance, which is no less than $500,000.

Logistics: responsible for the receipt, clearance and distribution of marketing products, equipment, and devices to all depart-ments across Sudan. The division also manages the com-pany’s warehouses nationwide. Furthermore, a special unit handles meeting the needs of authorized distributors and supplying them with top-up cards and different marketing products.

Contracts Management: responsible for managing, archiving and monitoring contracts, in addition to tracking payments and all other associated matters.


Our Story in Numbers

DOLLARS IN PURCHASE ORDERS

300MILLION

1,400 VALID & MANAGED

CONTRACTS,

PEOPLE RESPONSIBLE FOR GUARDING AND MONITORING THE COMPANY’S TOWER LOCATIONS NATIONWIDE (THE GUARD IS A NATIVE OF THE AREA).

1,6002

MILLIONDOLLARS IN SALARIES

FOR THOSE GUARDING THE LOCATIONS

40MAINTENANCE COMPANY FOR THE NETWORK LOCATIONS FROM ALL MALFUNCTIONS


CONTRACTS SIGNED WITH COMPANIES, SUPPLIERS, &

CONTRACTORS EVERY YEAR.

700

5,000PURCHASE ORDERS

EVERY YEAR.

DISTRIBUTION ORDERS FOR DIFFERENT MATERIAL TO THE COMPANY’S DEPARTMENTS.

3,000

2,500EMPLOYEE AND WORKER IN THE NETWORK MAINTE-NANCE COMPANIES.

70MILLION

DOLLARS IN SALARIES FOR THE TOWERS MAINTENANCE COMPANIES’ EMPLOYEES.


A Wonderful World


www.zain.com

zain-a wonderful journey- eng

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