How we create value

Value chain

We want to create value for all our relevant stakeholders. A healthy financial basis makes it possible to play a broad role in society, for example as a driver of innovation or an investor in the Dutch economy. It also enables us to offer employment as a major employer, in the Maastricht region for example, or as a participant in public-private collaborations.

The value chain reflects the steps into which our business process is divided and where we can achieve the greatest impact in society.

These are the areas in which we can create the most value. We are talking here about reducing any negative impact as well as making a positive impact. Gradually we will transform negative issues into a positive approach and even into potential business cases. With the value chain and this report we are taking an initial step towards making our social impact and value creation clearer.

The value chain is based on our environment analysis and stakeholder consultations as well as the analysis of Vodafone's most important risks and opportunities.

The Risks and Opportunities table provides an overview of all the issues that we and our stakeholders consider to be an important part of our policy. We are taking action in relation to each of these issues, although our role may differ in terms of content. Some issues are being tackled on a sector-wide basis, while others are being tackled by the Vodafone Group.

Risks and opportunities
Subject areas Issues Opportunities Risks
Protection & service Privacy
Network security
Mobile phones and children
Customer service
Debt prevention
Third-party text services
Contracts concluded under pressure
Customers must be able to use our products and services safely and responsibly. We make every effort to make customers aware of possible risks and to inform them and offer them support in relation to how they can protect themselves against these risks. Weak spots in our network, sales processes or products or services offered by us or third parties who make use of our network must be detected quickly and resolved to prevent misuse.
Transparency Tariffs
Net neutrality
Responsible marketing
Finding the balance between offering various forms of subscription that meet the requirements of different users and, at the same time, keeping the offering manageable, transparent and affordable for everyone. Regulations are increasingly putting our business models under pressure, which can ultimately lead to higher tariffs for customers as investments running into billions are necessary for licences and building networks.
Environment CO2 emissions Use of our products and services can lead to CO2 savings, through mobile working and by means of energy-efficient machine-to-machine (M2M) applications, such as smart meters and smart logistics. Increasing demand for mobile data services means that the capacity of our network has to be expanded, as a result of which our electricity consumption will continue to rise.
Chain management Electronic waste
Sustainable telephones
Working conditions
Conflict minerals
Collaboration in the chain is essential to resolve complex problems, as in the case of conflict minerals. Abuses in the chain can seriously damage our reputation.
Health Radiation and health Vodafone is supporting the COSMOS study in the Netherlands. We hope that this study will provide a greater insight into the effects of radiation and how people can best use their phones. Together with MoNet we enter into discussion with communities if there is concern about the positioning of masts. To date, no adverse health effects have been established as being caused by mobile phone use. As a great deal of research is still being carried out in this area, the subject can be a cause of concern within society. This can sometimes influence decisions on the positioning of transmitter masts.


2012 2013 en Vodafone Magazine