Zain’s Impact on its Communities

Since inception, Zain’s commitment to socio-economic and environmental development was at the core of the company’s social contract. Recognizing the impact of its products and services on social development, the company evolved beyond its traditional community outreach programs. From the very beginning, Zain understood the deep-rooted relationship it had with its communities.

Starting off as a single operator and growing to reach 22 countries compelled the company to focus on its values to maintain its strong identity and brand during the sector’s evolution. As the company embraced diverse skillsets and areas of expertise in addition to recognizing the impact of connectivity on social progress, the programs aimed at enhancing the significant evolutions of its communities. . At first, the company’s focus was purely concentrated on societal, educational, health and charitable programs, with examples such as the Zain Hospital for Ear, Nose and Throat established in 2001 in Kuwait, supporting the elderly population by donating buses with medical equipment in 2002, and catering to children with special needs in schools and hospitals in 2004.

With the company’s expansion and mobile telecommunications becoming more accessible, the company recognized how its core business activities played an instrumental role in uplifting society. In addition to Zain’s outreach initiatives, the company began to establish programs centered around providing access to connectivity to create systemic change. This transformation allowed Zain to enhance these initiatives and safeguard the rights of individuals across the company’s geographical footprint.

Given the widespread availability of connectivity in today's world, various barriers persist for many people. According to the International Telecommunications Union (ITU), approximately 2.7 billion people have yet to be connected to the internet, highlighting the urgent need for greater access to connectivity. Some of the barriers identified include affordability, digital skills gap, insufficient network coverage, inadequate infrastructure, and gender and cultural disparities. Throughout the years, the company has consistently worked to address these barriers by launching programs that bridge the connectivity/digital gap through the provision of access to this fundamental need.

The following section highlights a wide range of programs in chronological order starting from 2006 onwards. The mentioned initiatives demonstrate Zain’s concerted efforts to preserve human rights.

Community Development and Upholding Human Rights

As the company expanded into new markets, it demonstrated its strong commitment to upholding human rights by actively engaging with local communities. By understanding the social challenges prevalent in the company’s markets, Zain took proactive steps to address them through the provision of access to connectivity, enabling economic empowerment and social development. Through targeted initiatives and collaborations, the company effectively contributed to the well-being of the communities in which it operates.

2002-Ongoing: Mobile Clinic Zain Jordan

In 2002, Zain Jordan noticed how the poverty rate in Jordan was considerably high in comparison to other countries in the region residing at 22.8%. The unemployment rate was increasing, reaching 15% and youth unemployment was doubled at 32%. Other developmental challenges continued to pile up over the years, including the influx of refugees and inflation. To Alleviate some of the challenges faced by the residents, Zain Jordan targeted rural segments in particular and launched the Mobile Clinic program. Till present, the Mobile Clinic for children continues to provide underprivileged children living in rural and remote areas with health and dental services, added in 2006 after noticing its growing demand. In its first year the clinic reached 5 villages located in rural communities and expanded to 52 villages. Through the program, children are provided with a fully equipped medical team as well as free medication. The Mobile Clinic also uses the Ministry of Health’s network affiliates to transfer patients to different health care centers and hospitals. Various medical campaigns were launched, offering medical treatments, and conducting educational sessions for parents through collaborative efforts with entities such as the Ministry of Health, King Hussein Cancer Foundation and Center, UNICEF, and the Jordan Children's Museum. During 2020, The mobile clinic was utilized as a COVID-19 vaccination station run by the Ministry of Health, to provide vaccination and awareness in underprivileged areas, reaching 7500 persons. The Clinic treats children up to 15 years old and has served more than 250,000 children across the Kingdom of Jordan since its establishment.

2006: One Network

International mobile roaming (IMR) allows people to continue to use their mobile device to make and receive calls and send text messages while abroad. At a time when smartphones and over the top (OTTs) applications were not widely spread, telecom regulators and policymakers raised concerns about roaming prices and the need for greater transparency in order to avoid customers facing bill shock.

Stages of International Mobile Roaming (IMR):

Transparency: commitment by mobile operators to provide greater visibility on roaming charges.
Removal of Structural Barriers: government and regulators should eliminate structural barriers such as double taxation, international gateways monopolies, and fraud.
Price Regulation: Government and regulators should consider price regulation as a last result and ensure it includes the following factors when doing so:
1. National income variations
2. GDP
3. Inflation
4. Exchange rates
5. Mobile penetration rates
6. Percentage of the population that travel internationally.
7. Incidence of travel to neighboring countries

To address the challenges faced by its customers, Zain decided to leverage on its unique position and large network to connect its customers and reduce barriers of entry when traveling abroad.

In 2006, the company established the One Network initiative, a global initiative that aimed to provide seamless mobile communication services to customers of participating mobile network operators (MNOs) worldwide. The program enabled customers to enjoy voice, data and SMS services while traveling internationally without the need for multiple SIM cards or manual network selection. Eliminating roaming charges on cross border communication addresses affordability and accessibility issues. This ensured that individuals regardless of their socio-economic status were able to stay connected with loved ones regardless of their geographical borders. Enhancing the availability of mobile services provided people with equitable access to communication, information and social participation.

Zain joined One Network in its launch to provide seamless global connectivity to their customers in Africa. Initially introduced in Kenya, Uganda, and Tanzania, the initiative expanded over the years to encompass 22 countries in Africa and the Middle East. Ultimately, the reach of One Network extended to over 500 million people across Zain's extensive footprint, allowing them to access the benefits of the service. With the implementation of One Network in Zain’s footprint, it created significant impacts by connecting people seamlessly across and addressed various challenges people used to face that include high cost, limited coverage, billing confusion, or security concerns. The initiative’s success is a testament to the company’s investment in the infrastructure across its markets to be able to launch such initiative and handle the capacity of individuals using the service. Pre-paid customers can also top up their phone with recharge cards from either their home country or more than one million outlets available across all 22 countries. It is important to highlight the various economic challenges that were occurring at the time, to showcase how the service really ensured accessibility across the board.

High poverty rates

High youth unemployment rates

Limited access to education

Healthcare challenges

Debt Burden

Corruption

Political instability

The One Network initiative was an instrumental tool in promoting global connectivity to facilitate aid and support during times of crisis or natural disasters. By providing reliable communication services in affected regions, Zain and One Network contributed to humanitarian efforts, enabling affected individuals and organizations to coordinate relief efforts, seek assistance, and connect with their support networks. This collaboration underscores Zain's commitment to leveraging technology for the greater good and highlights the transformative power of connectivity in times of need.

2007: The Millennium Villages

During this time, Zain partnered with Ericsson and the GSMA and introduced the Millennium Villages, which was an innovative project aimed at helping rural communities in Africa lift themselves out of extreme poverty. The goal was to prove that fighting poverty at the village level through community-led development would uplift the quality of education, health, and gender equality. It is important to mention that in 2007-2008, sub-Saharan Africa had the greatest proportion of people living in extreme poverty in the world – with more than 40% or roughly 300 million people living on less than US$1 a day. The partnership with the Earth Institute, Millennium Promise, the United Nations Development Program (UNDP), and Ericsson, focused on an integrated development initiative to empower communities with necessities and resources. The company provided access to telecoms as well as subsidized mobile connectivity to health workers in Millennium Villages. The first dozen Millennium Villages exhibited the following characteristics:

Hunger “hot spots” (including at least 20% of the underweight child population below five years old)
Countries where governments were committed to achieving the Millennium Development Goals (MDGs), now known as the Sustainable Development Goals (SDGs)
One of 12 distinct agro-ecological zones in Africa

Each Millennium Village comprised approximately 5,000 people, who received a sum of US$110 each per year for five years. This collected sum was the result of several monthly donations, US$30 of which came from local and national governments; US$20 from international agencies and contributors; US$50 from project donors; and US$10 from the village, either in funds or in kind. The project worked with nearly 400,000 villagers throughout rural Africa and included 79 Millennium Villages located in 10 countries in Sub-Saharan Africa: Ethiopia (Hawzen district), Ghana (Bonsaaso in the Amansie West District of the Ashanti Region), Kenya (Dertu), Malawi (Zomba), Mali, Nigeria (Pampaida), Rwanda (Mayange), Senegal, Tanzania, and Uganda.

Zain alongside Ericsson and the GSMA contributed to villages located in Kenya, Uganda and Tanzania.

Case Study Impact Assessment:

After three years of the project’s roll out, the Earth Institute (Columbia University) and Millennium Promise conducted a study to assess the impact on various aspects of the community from health, education and agriculture after three years of the projects roll out. The study looked into 5 Millennium Village Projects (MVP) Sites that included Uganda, Kenya, Nigeria, Ghana and Malawi. As Zain contributed and support the MVP Site in Kenya, the below statistics will focus on the impact and findings found in Kenya.

The national electricity grid has been extended to more than 50% of the community in two MVs: Bonsaaso (Ghana) and Sauri (Kenya).
Proportion of households that own a mobile phone increased fourfold.
ChildCount+ was launched to register and systematically track 10,000 children under the age of five for malnutrition and major childhood illnesses.
Over 21,000 children in 31 schools were provided a daily meal during the school year.

Quick Wins

Bednet use
(children under five years old)

10%

62%

Malaria prevalence
(all age groups)

50%

8%

Maize yields
(tons per hectare)

1.9

5.0 School meals program
(primary school children)

18%

98%

Measles immunization rate
(childen under one year old)

67%

98%

2007: Lake Victoria Initiative

The Lake Victoria initiative was established in 2007, focused on the 30 million people in Tanzania, Kenya and Uganda living in the immediate vicinity of Lake Victoria, the world’s second largest inland lake. Fishing is the mainstay of the lakeside communities, and more than 200,000 fishermen work on the lake. Zain in partnership with Ericsson, upgraded its infrastructure and built 21 additional radio sites to provide mobile coverage 20 kilometers into the lake. The initiative, implemented under the Celtel brand, was managed (at the time a ) alongside Ericsson and coordinated by the GSMA’s Development Fund.

This provided mobile coverage for over 90% of fishing zones, where up to 5,000 people perished each year from accidents and piracy. Zain, Ericsson and the GSMA collaborated with governmental entities and non-governmental organizations (NGOs) to establish a rescue coordination service to provide assistance to lake users. Zain, the GSMA, and Ericsson spent 6 months investigating how to better provide services that create a positive impact on the community. The project utilized Ericsson’s Extended Range software package to more than double the effective range of radio base stations, and Ericsson’s Mobile Position System, a location-based service that enabled emergency authorities to triangulate the mobile signal of fishermen in distress. Ericsson’s green site solutions, including solar and hybrid power solutions, were also used to provide electric power to base stations in the more remote island areas.

This project exemplified the concept of shared value, where both the business and society are benefitting from the services provided, ensuring the sustainability of the project. Through this initiative, Zain experienced a vast increase in subscriber base and higher volume of data traffic and provided value-added services such as up-to-the minute market prices to ensure the accessibility of its services by the local population and reduce overfishing as well as market insights provided fishermen with the market demands.

2008 - Ongoing: Jordan – Mobile Training Centers

Across the region, youth unemployment and skills mismatch continue to be a challenge that impacts socio-economic development across the company’s footprint. Zain addresses this challenge by increasing the chances of meaningful and sustainable employment by providing skills that will lead to employment. Jordan in specific is ranked at number 10 worldwide for youth unemployment at 39.42% in 2022. The pandemic exacerbated this issue as showcased in the graph below:

Jordan: Youth unemployment rate from 2003 to 2022

Addressing youth unemployment is crucial in upholding the rights of young people. It requires a comprehensive and holistic approach to ensure the promotion of equal opportunities in addition to enhancement of the required and needed skills of the market. The relationship between access to meaningful employment and human rights is intertwined as through employment, individuals can attain a dignified standard of living which includes access to healthcare, housing and other essential needs.

Recognizing the importance of addressing the growing number of unemployment youth in the country, the company established the Mobile Maintenance Training Centers in 2008. Due to the high demand of the program and to be inclusive and provide opportunities across the Kingdom, the company decided to expand the reach by building additional centers, currently located across five different governorates in Jordan situated in Al Zarqa, Tafeelah, Wadi Seer Training College, Hakama and Karak. The 3 months program develops youth and other marginalized communities with skills in the maintenance devices including reparation and restoration services of mobile phones. The program also includes workshops conducted by a group of experts and specialists in the field to provide the required and essential information to equip students and prepare them for the journey ahead. Participants at the end of the program receive official certificates to allow the students to practice the occupation, the program benefited Zain to strengthen its supply chain and contribute to preparing young people to be able to join the labor . Through this program, Zain addresses economic inequality across Jordanian youth by promoting the right to work, education and improving standard of living. By providing students with such skills contributes to individual right to meaningful employment and empowers marginalized individuals to overcome socio-economic barriers.

Facts and Figures:

The center located in Amman is in collaboration with United Nations Relief and Works Agency for Palestine Refugees (UNRWA) training 60 graduates per year.
The total number of people trained and graduated from the program reached 1,700 graduates.
In 2020, the company added a fiber technology training center in Zarqa and since its launch 9 training courses were conducted to 100 individuals.
60% of the graduates have either found a job or started their own business.

2014-: The Family Reconnection Project Zain

South Sudan is one of the youngest countries in the world which has been in turmoil since its inception in 2011. Some of the challenges the country faced and continues to experience include, violence, low to non-existent educational levels, in addition to climate-related disasters such as extreme heat, floodings and drought. Such barriers cause further difficulties in achieving stability and prosperity across the country.

The ongoing conflict in South Sudan led people to flee their homes and become refugees to seek safety and protection. Unfortunately, while fleeing some refugees separated from their family members, creating the urgent need for family reunification. The Universal Declaration of Human Rights, Article 16(3), states that "The family is the natural and fundamental group unit of society and is entitled to protection by society and the State." The International Covenant on Civil and Political Rights (ICCPR), Article 23, also emphasizes the right of the family to be protected by society and the State.

Like South Sudan, since the start of the Syrian crisis in 2011, approximately 5.5 million people sought refuge and had to flee the country. Refugees from the Syrian war fled to over 130 countries around the world and most are now living in neighboring countries which include Turkey, Jordan, Lebanon, Iraq and Egypt. Turkey alone host 3.6 million people, Jordan over 661,000 with 120,000 living in Za’atari and Azraq refugee camps, and in Iraq over 260,000 individuals mostly living in Kurdistan.

To address the refugee crisis in two of Zain’s markets Jordan and South Sudan, Zain Group joined a partnership with Ericsson, Refugees United (REFUNITE) and the International Rescue Committee (IRC) by launching a platform leveraging simple mobile technology to connect families across the globe and address the refugee crisis, exemplifying the impact of technology and its advantages. The program was first piloted in Jordan and was then launched in South Sudan the following year. The innovative approach uses a mobile search tool, replicating REFUNITE’s success of registering an estimated 400,000 people globally. The platform used a combination of social media, community outreach and mobile technology to connect individuals that are subscribed to its database.

Zain executed several initiatives to accelerate the registration of displaced people onto the platform, and provide REFUNITE with a platform that was free, safe and provided in several language to address the diversity of the situation and provide coherent accessibility. Zain also launched a large-scale awareness campaign via SMS.

The Family Reconnection Project provided aid to the 1.4 million individuals who were internally displaced in South Sudan making it a significant contribution to address the pressing humanitarian challenge in the country.

2019 - Ongoing: UNHCR Zain and Facebook – Connectivity for Refugees

In 2016, Zain launched its ongoing partnership with United Nations High Commission for Refugees (UNHCR) and Facebook, as a proactive step towards addressing the connectivity needs of i refugees in Jordan. At the time of the launch, Jordan was hosting over 2.7 million refugees due to unstable political conditions in neighboring countries, specifically Syria.

The partnership successfully connected more than 724,000 individuals to date, providing them with access to connectivity, thereby enabling them to stay connected to various communication channels and enable opportunities for empowerment. In addition, refugees are able to stay in touch with their families, get access to educational resources and engage with essential services, including healthcare; especially during the COVID-19 pandemic. By bridging the digital divide, this collaboration played a crucial role in promoting social inclusion and building resilience among the refugee population with the objective of enhancing their quality of life and prospects for the future.

The tripartite partnership demonstrated how the private sector can leverage their resources and expertise to address pressing socioeconomic challenges. By providing internet connectivity to refugees, Zain and its partners did not only facilitate access to information but also contributed to preserving human dignity and safeguarding fundamental rights. In addition, this reflects a shared commitment to ensuring that refugees are not left behind in an increasingly transformative and evolving digital age, emphasizing the importance of connectivity as an enabler of social integration and empowerment.

During COVID-19 the access to connectivity provided was particularly important as there was a high demand for connectivity inside the centers in addition to providing internet bundles for targeted refugees. Due to COVID-19 and the need to adhere to physical distancing, community services including meetings, trainings, and workshops were provided remotely. Moreover, UNHCR partnered with entities such as Noor Hussein Foundation (NHF) to be able access its mobile application to schedule appointments and seek help through the multidisciplinary services offered by the foundations. Most importantly, the access to connectivity contributed to increased awareness on COVID-19 vaccination. The strong internet connection inside the implementing partners’ centres directly enhanced their activities.

Volunteers in the community centers depended on internet connectivity to perform their key tasks such as communicating with refugees via WhatsApp and other mobile or on-line applications. The support from Zain, UNHCR and its partners as well as were able to enhance activities in the centers through remote online training programs such as livelihoods and self-reliance training session and maintain key social services such as remote psycho-social support sessions, individual counselling and remote physical therapy.

Zain’s Impact on its Communities