Demystifying ISO
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Demystifying ISO

What Is a Standard?

A standard is simply an agreed way of doing something, whether it's making a product, offering a service, managing processes, or ensuring safety. Standards help us stay consistent, reliable, and focused on quality. Globally, the International Organization for Standardization (ISO) creates and shares these standards to help companies like Safaricom operate more efficiently, responsibly, and sustainably

Why ISO Matters to Safaricom

As we evolve into a TechCo, ISO standards give us a clear framework for how we work across the business , from customer service and environmental care to cybersecurity and social responsibility. These certifications are more than just badges of honor. They show our dedication to quality, resilience, innovation, and responsible business practices

Safaricom’s ISO Certifications – What They Mean

Here are the global standards we’re certified in and what they mean for our day-to-day work:

1. ISO 9001 – Quality Management System

This helps us deliver high-quality service across all customer touchpoints. It lets us track, measure, and improve our processes to provide a consistent and satisfying experience. Think: great service, customer satisfaction, and smooth operations

2. ISO 14001 – Environmental Management System

This guides us in reducing our environmental footprint while staying successful as a business. It covers everything from managing electronic waste to cutting carbon emissions — helping us protect the planet

3. ISO 22301 – Business Continuity Management System

This standard prepares us for unexpected disruptions. It ensures that we can quickly recover and continue operations during a crisis, with minimal impact on our customers and partners

4. ISO/IEC 27001 – Information Security Management System

This helps us protect sensitive information — whether it’s customer data or internal systems — from unauthorized access, breaches, or loss

5. ISO/IEC 20000-1 – IT Service Management System

This ensures our IT services are delivered efficiently and reliably. As a TechCo, it means our systems stay available, flexible, and up to date

6. ISO 26000 – Corporate Social Responsibility

This guides how we do business ethically, support human rights, and engage responsibly with our employees, communities, and the environment

7. ISO 45001 – Occupational Health and Safety Management System

Our people are our priority. This standard helps us create safe and healthy workplaces by focusing on preventing injuries and promoting well-being

8. ISO 50001 – Energy Management System

This supports our goals around energy efficiency and reducing carbon emissions. It helps us use energy wisely while meeting our environmental targets

9. GSMA Mobile Money Certification

M-PESA plays a key role in financial inclusion across Kenya. This certification confirms that our mobile moneyservices meet international best practices — building trust with regulators, partners, and customers alike

By following these ISO standards, we make sure that Safaricom stays committed to excellence, innovation, and sustainability at every level of our operations.

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