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OUR STRATEGY

Nikola Ljushev,
Chief Executive Officer

We are an innovation leader and technology is one of the greatest assets we use in addressing the challenge of creating a healthy environment and equal digital society. These two goals are an integral part of our routine work every day. We feel responsible for making technology and innovation ubiquitous, and using it as a tool for fighting climate change and making technology accessible for everyone.

Our network forms the foundation for the digital future, so this year we are especially proud of building our 5G network within a very short period of time. After just one year, our network covers 26 cities, making 5G available to many customers. By introducing the first Telekom 5G smartphones – T Phone and T Phone Pro – at a very accessible price, we are taking a step toward the goal: digital connectivity accessible for everyone.

New technologies are working to combat climate change. Our smart city projects generate an electricity saving of more than 60 percent. We help businesses to save electricity by using Cloud services and an e-SIM helps us to reduce the use of plastic. In 2022, Telkom launched the Good Cause initiative collecting more than 12000 obsolete cellphones and planting 25 000 trees. These are milestones and highlights that motivate us to go even further…

We believe that nobody should be left behind and the digital future should be for everyone. That’s why we are committed to digital inclusion projects, working on bridging the digital divide. We include young people in this process and we co-create with them, teaching them how to use the technology as a tool. This year, young innovators created innovative solutions to fight climate change under the name Technology for the Planet. At the other end of the spectrum, we use technology to help seniors. One example of this is the Emergency Button project, which uses digital technology to provide security and support to people over the age of 65.

Taking responsibility for the environment and society is a long-term commitment for us that will go even further in the upcoming years.

Digital future should be for everyone

Branko Stanchev

We are obsessed with our customers. That is why we work tirelessly and continuously in order to offer top-notch services and superior customer experience. We are constantly investing in the latest technologies , in order to provide the most advanced services and solutions. Our task is to create a simple portfolio and to generate additional value with our products. The technological superiority, packed in the simplest possible portfolio, is the right combination.

Branko Stancev,
Chief Commercial Officer

Maja M. Naumovska

Our network is our tool to connect everyone across the world, so investing in our network infrastructure is the number one priority for Makedonski Telekom. We’re working hard in the field on fixed and mobile networks, investing millions to pave the way to our digital future.

Maja Milosavlevska Naumovska,
Chief Technical and IT Officer

Slavko Projkovski

We invest in new technologies which are working to combat climate change. We are committed to helping our customers preserve resources and reduce their energy consumption through solutions such as our growing offer of sustainable products and services.

Slavko Projkoski,
Chief Financial Officer

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Network, our tool for connectivity

Our network is our tool to connect everyone across the world, so investing in our network infrastructure is the number one priority for Makedonski Telekom. We’re working hard in the field on fixed and mobile networks, investing millions to pave the way to our digital future.

2022 was a big milestone for 5G. This is the year when Makedonski Telekom launched the first 5G network and within only a year built a very large network covering 26 cities. Three years ago, we started initial preparations for fifth-generation technology, and today we have the first commercial 5G network. Over the past years, we have been preparing, investing, testing, building and talking about the future, so we can now say that 5G is here. In February, we launched the first commercial 5G network in Macedonia, enabling the use of 5G services based on spectrum sharing with 4G. In March we covered the capital Skopje and we are continuing to extend the network. In June, Telekom acquired the 5G radio frequencies to enable gigabyte speeds. In line with expectations, 26 cities were able to use 5G services in October 2022, making this technology widespread throughout the country. In September 2022, we joined forces with many other DT NatCos to launch the first Telekom 5G smartphones – T Phone and T Phone Pro – at a very competitive price, making digital connectivity accessible for everyone.

These new devices empower our customers to enjoy the possibilities of our ever-expanding 5G network, ranging from entertainment to countless digital products and services. We have built the first and largest 5G network in North Macedonia in order to make this technology accessible to as many customers as possible and to enable the development of unprecedented services reliant on high-performance and failsafe Internet connections to facilitate data transmission in real time. This technology will be the engine for developing new functionalities, and unparalleled services and products that will simplify and improve our lives in all spheres.

In order to enable fast Internet connections everywhere, we rely on fiberoptic: we operate the largest fiberoptic network in the country which is expanding year by year. The optical network is growing and developing in parallel with the mobile network. At the end of the first nine months of 2022, more than 267 000 accesses to optics were enabled, which is 11 percent more compared to the same period in the previous year. We remain committed to developing the best network and creating innovative services and solutions so as to provide an optimum user experience.

5G network
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Environment

Commitment to Climate-neutral Practices

We are committed to climate-neutral practices and the circular economy. We look at all the ways our products, services, and activities impact the environment throughout the entire value chain, and we support and motivate our customers in their actions to facilitate the climate-neutral circular economy.

We invest in new technologies which are working to combat climate change. We are committed to helping our customers preserve resources and reduce their energy consumption through solutions such as our growing offer of sustainable products and services. By using software and IT infrastructure directly in the Telekom Cloud, our highly efficient datacenters consume up to 80 percent less energy compared to customers using their own infrastructure.

Our investments are continuously directed toward financing digital services and solutions that will help businesses in their operations, and directly contribute to environmental protection (such as Virtual Server, Electronic Signature, Electronic Seal, etc.). We digitalize processes and this year 70 percent of contracts were transferred to digital format and 45 percent for bill payment for in store transactions were transferred to self-service terminal.

Digital solutions also improve the quality of life and allow urban life to become more sustainable by reducing energy consumption, pollution, and CO2 emissions. This is a matter of urgent priority because cities are responsible for more than 70 percent of global CO2 emissions. Makedonski Telekom is a pioneer in smart city solutions in R.N. Macedonia.

We were the first on the market to introduce the replacement of plastic SIM cards with electronic ones. In addition to the technological innovation, the environmental aspect is especially important because the replacement of plastic cards and packaging will contribute to preserving the environment.

Over a period of years, we have focused on promoting electronic bill payment (online payment using Web or App). The company promotes this by investing in an application and in marketing to encourage uptake of the service and educate customers about environmental protection through the use of e-bills. From 2021 to 2022, the consumption of paper for bills decreased by more than 10 percent, i.e. about 1.5 metric tons of paper.

In addition to the contribution through daily operations and new technologies, we also take care of the environment by collecting old cellphones and recycling them as electronic waste.

less energy TELEKOM CLOUD 80%
less paper metric tons 1.5
of contracts transferredto digital format 70%

Customer
Obsession

We are obsessed with our customers. That is why we work tirelessly and continuously in order to offer top-notch services and superior customer experience. We are constantly investing in the latest technologies – 5G, fibre optics, ICT and Cloud, in order to provide the most advanced services and solutions. Our task is to create a simple portfolio and to generate additional value with our products. The technological superiority, packed in the simplest possible portfolio, is the right combination.

We are proud to have a TRI*M index (measurement of customer satisfaction) with a value of 94, while the standard in the industry is between 50 and 70. According to Love Brands, Makedonski Telekom is No. 3 brand in Macedonia, far ahead of its competitors, and each year we achieve an increase. This proves the loyalty of our customers and at the same time it makes us even more motivated to become even better.

With the new digital tool "Medalia" we monitor the main indicators of customer satisfaction in real time. We survey the customers in order to get their opinion about the brand, products and services, as well as the experience they have with them. We use these results to establish daily routines for improvement of the customer experience. The customer's voice reaches us and we work on the correction of even the smallest signs of individual dissatisfaction.

Customer loyalty should be rewarded. That is why, in 2022, we started a new phase of the customer experience – a phase in which we want to give customers not only the best communication services, but much more. We launched the new digital loyalty and award program. Through the TelekomMK application, the customers can use discounts from numerous partners from various areas: commerce, education, health, home and interior design, automotive services, travels and many more. The program will continue to grow and improve, and we will continue to work on the best customer experience.

94

Tri*m index

(measurement of customer satisfaction)
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Employees our greatest asset

Our employees are our greatest asset and we give them the opportunity to develop their potential and contribute their individual strengths and ideas. In a market characterized by change, we provide them with  methods and tools that enable them to respond flexibly to changing requirements and adapt to new technological developments.

This year we continue the focus on learning and implementing many initiatives for upskilling of our employees. Our determination was to provide more programs and platforms focused on the personal and professional development.

During 2022, we offered employee learning journey programs on the basics of Data Analytics, Software Development, User Experience, Digital marketing basis and Artificial Intelligence.

The Career Shifter program continued in 2022.  Selected employees completed a training program for software development and were skilled to work as Junior software developers.

Custom-tailored training sessions were another important milestone. In 2022, more than 50 employees of Makedonski Telekom had an opportunity to participate in various Microsoft training courses.

This year we started with implementation of the local Digital Ninjas program. The aim of the programme is to enhance the digitalization process trough learning and practical implementation of new ideas and 40 employees were enrolled in the programme.

We are committed to socially responsible workforce restructuring with comprehensive support for our employees. These activities are based on our integrated planning and management process.

To assess the current situation and mood, an employee survey is initiated regularly and a pulse survey twice a year.

40

employees are DIGITAL NINJAS
Eldery beneficiaries
Eldery beneficiaries

Digital Inclusion The Emergency
Button project

An equal digital society is the only acceptable option for us. Technology should be accessible for everyone and nobody should be left behind. Together with the DT family, we are committed to digital inclusion, making sure that everyone can participate in the journey to a truly digital future.

Supporting seniors with the help of technology is a goal for the partnership between the Telekom Foundation and the Red Cross. The partnership includes the Emergency Button project, which provides security and support to people over 65 with the help of digital technology. Users will be able to alert the Red Cross team in situations when they urgently need help. They always carry the device with them and they can activate it by simply pressing a button. The team is composed of trained people who can provide users with first aid, initial psychological assistance or immediately transport them to the appropriate institutions, depending on their needs. The emergency button helps the users 24 hours a day, seven days a week.

The project will initially cover 110 users from Skopje, who live alone and need an immediate response. This is a new service in the region, but it is already being used in many European countries with excellent results. The project is being implemented with the support of the Austrian Development Agency, the Austrian and Swiss Red Cross and the InCARE project, supported by the European Commission.

This strategic partnership gives the Telekom Foundation and the Red Cross technology they can use as a tool to save lives and raise awareness about caring for the elderly.

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Digital Inclusion Technology for the planet

Using technology as a tool for a better life and environment, and joined-up creativity together with young people is the goal of the project – Technology for the Planet. The Telekom Foundation for Macedonia and UNICEF launched the project with an open call for young innovators to submit ideas for digital solutions in order to tackle climate change within the global youth challenge "Generation without Limits”.

This year, the young innovators created digital solutions for dealing with one of the toughest threats faced by children and young people around the world – climate change. High-school and university students, and any interested young people, had an opportunity to work with mentors and create innovations designed to ensure a healthy environment and a higher quality of life for present and future generations.

The best ten teams were invited to attend workshops in order to develop their ideas further. After the workshops, the five best ideas were selected and given finance as part of an award that included mentorship help with specialists from Makedonski Telekom.


The winning teams are:

  • Bio Techno Logic team that created an automated, digital organic waste bin, which will produce natural bio-humus in its final phase.
  • Тhe Green Hot Chili Peppers team had an idea for promoting environmental protection by creating a special bin, which independently selects waste and simultaneously produces electricity.
  • As a result of the innovative ideas, the jury of experts decided to award a cash prize and mentoring support to a third team. Given that the fashion industry is responsible for 10 percent of CO2 emissions, the Oh Swapp Team plans to develop a mobile application for exchanging clothes and books.

Winning teams will enter the world selection with a chance to win additional funds totaling USD 20 000, alongside a global incubation program from the partners of "Generation without Limits" in order to facilitate expansion.

Digital inclusion
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SOCIETY

We have a duty to contribute to the development of society and to the general wellbeing of people. We helped the general public and healthcare providers by donating a modern multifunctional anesthetic machine to the University Clinic of Gynecology and Obstetrics in Skopje. This is the first machine of its type at the clinic and indeed in the country. It has been provided in line with the needs of the clinic in order to ensure better care for patients. This machine will be extremely helpful for everyone, especially in the case of at-risk female patients who receive anesthesia during complicated and long surgical procedures. 

This is a technological achievement that will be put to use in more than 3 000 complicated gynecological procedures that are performed annually at the clinic. This donation is even more significant in view of the fact that it has been given during a period when the capacity of the existing machines has significantly decreased as a result of overuse. This machine is the only one of its kind in the country and it will enable the clinic to supplement the capacities of the existing equipment to ensure the smooth running of operations. Makedonski Telekom is responsible for contributing to the development of society and to the wellbeing of the general public. We have a duty to create state-of-the-art digital solutions that will help people in their everyday lives, and play an active role with socially useful activities in everyone’s interest.

HEALTHCARE FOR MORE THAN

3,000

women annually
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