2021 Mobile

Industry
Impact Report:
Sustainable
Development
Goals

September 2021

Copyright © 2021 GSM Association

2

The GSMA is a global organisation unifying the mobile GSMA Intelligence is the definitive source of global
ecosystem to discover, develop and deliver innovation mobile operator data, analysis and forecasts, and
foundational to positive business environments and publisher of authoritative industry reports and research.
societal change. Our vision is to unlock the full power of Our data covers every operator group, network and
connectivity so that people, industry, and society thrive. MVNO in every country worldwide — from Afghanistan
Representing mobile operators and organisations from to Zimbabwe. It is the most accurate and complete set
cross the mobile ecosystem and adjacent industries, of industry metrics available, comprising tens of millions
the GSMA delivers for its members across three broad of individual data points, updated daily.
pillars: Industry Services and Solutions, Connectivity for
Good, and Outreach. This activity includes GSMA Intelligence is relied on by leading operators,
underpinning the technology and interoperability that vendors, regulators, financial institutions and third-party
make mobile work, advancing policy, tackling today’s industry players to support strategic decision-making
biggest societal challenges, and providing the world’s and long-term investment planning. The data is used as
largest platform to convene the mobile ecosystem at an industry reference point and is frequently cited by
the MWC and M360 series of events. the media and by the industry itself.

We invite you to find out more at www.gsma.com Our team of analysts and experts produce regular
thought-leading research reports across a range of
Follow the GSMA on Twitter: @GSMA industry topics.

www.gsmaintelligence.com
info@gsmaintelligence.com

Published September 2021

Contents
Forewords 4

Introduction and key findings 8

Impact of the mobile industry on the SDGs 16

Supporting the world to go digital 26

Implementing sustainable business practices in the mobile industry 38

Connecting consumers and businesses 46

Conclusion 58
4

Forewords
 5

A message from Mats Granryd,

GSMA Director General

Six years have passed since the mobile industry stepped forward and committed to all 17 Sustainable
Development Goals (SDGs). Every year since, we have produced this report to update on progress, highlight
successes and identify areas that require even more considerable effort.

As the world adapts to and emerges from the global billions of people relied on mobile technology for every
pandemic, keeping the promise of the SDGs has never aspect of their day-to-day lives. Mobile connectivity
been more critical. Before the Covid-19 outbreak, became the lifeline keeping societies moving as we
the world was not on track to meet the 2030 goals. suddenly turned online for everything from education
Although there had been significant improvements in to healthcare. Thanks to continued investment in
areas such as reducing poverty and gender equality, infrastructure and the resilience of networks, the mobile
progress on other goals had stalled and, in some cases, industry continues to achieve its highest impact on SDG
reversed. While the full effect of the pandemic is not yet 9: Industry, Innovation and Impact.
known, it is clear that Covid-19 has set us even further
back on achieving the “world’s to-do list.” Despite this achievement, the pandemic exposed and
increased some of the greatest inequalities. Our digital
Recent reporting by the UN and the World Bank show divides are still there: people lacking digital skills,
that more people have been pushed into extreme unconnected rural communities, SMEs not being able to
poverty, gender inequalities have been exacerbated and transform digitally.
the climate crisis continues to worsen.
The SDGs have never been more important. The world has
In 2020, the global average SDG index score decreased shown the ingenuity and drive that it is capable of over
for the first time since the adoption of the SDGs in 2015. the past two years. As we pause to reflect on our progress
If we want to achieve the SDG targets by 2030, an so far, we must look to the mammoth tasks ahead. As an
extraordinary global effort will be required by everyone industry, we must continue to connect the unconnected
– including governments, the private sector and and we must enable other industries to realise their
individuals. The global effort to develop vaccines for maximum effect on the SDGs. We call on world leaders,
Covid-19 at unprecedented speed shows what human the public and private sector to work together to
beings are capable of when we work together toward a accelerate our progress towards achieving the SDGs.
common goal.

Despite the difficulties of the last 18 months, the mobile

industry has continued to increase its impact across
every SDG and, although the industry’s progress slowed Mats Granryd
down due to the crisis, the pandemic highlighted the vital GSMA Director General
role that mobile plays in people’s lives. Around the world,
6

A message from Stephane Richard,

CEO Orange, Chairman GSMA

As a leader of the mobile industry, I firmly believe that our sector is at the heart of
the solutions that will and must be designed to tackle some of society’s greatest
challenges in the coming years. We are facing a number of new issues:

How can we contribute to equality and social progress, Overcoming our digital divides remain a priority. Mobile
when trust in our society is often eroded? operators continue to deploy, extend and upgrade
networks. There are now less than 500 million people
How do we ensure our services do not exclude the most with no 3G or 4G network coverage. However, 3 billion
vulnerable, but instead can be used to reduce social and people are left behind. This means that they have the
geographical inequalities? coverage, but do not benefit from it – whether through
a lack of digital skills, financial means or locally adapted
How do we collectively act to reduce climate change? services.

We have the chance to be an industry that has supported Yet, when we succeed in connecting people, we
development and has built trust for over a century. The increase equality, prosperity and well-being.
benefits of technological progress for humanity depend
not on the technology, but on what we do with it. This With 30 million employees, 2.7 trillion CAPEX since
is why each year we are proud to review our collective 2000, more than 5 billion people using a mobile phone
corporate progress on the SDGs and to share what and 25 billion IoT connections across the world, the
actions are needed to deliver the 2030 agenda. mobile industry has shown that it has the power
and the scale to make a meaningful difference. We
During the pandemic we learnt how essential mobile were one of the first industries to join the United
connectivity is for our resilience and how much we are Nations Sustainable Development Goals and today we
able to push the boundaries, using our abilities and continue to deliver on this promise.
resources to keep the world connected.

Through our networks, people can access education

even when they can’t go to school.

Through our networks, people are informed about

health, protection measures and emergency situations.

Through our networks, people can continue to access Stèphane Richard

countless services, from retail or public services to Chairman and CEO Orange,
mobile banking. They can also continue to work and GSMA Chairman
earn an income.
7
8

01
Introduction and
key findings
9
 2021 Mobile Industry Impact Report: Sustainable Development Goals
10 01. Introduction and key findings

Across the world, many countries are recovering from

a devastating public health and economic crisis, while
others are still experiencing it.

As of 8 September 2021, there had been over 220 Looking forward, the global economy is set to expand
million confirmed Covid-19 cases globally and more than by 5.6% in 2021— its strongest post-recession pace
4.5 million confirmed deaths.1 To mitigate the spread of in 80 years.4 However, the recovery is set to be
the virus and avoid overwhelming public health systems, uneven and largely reflects sharp rebounds in some
lockdown restrictions and social distancing measures major economies. In many low- and middle-income
have been put in place. However, the subsequent countries (LMICs) the outlook is less positive, as
economic and social impacts have been severe. In obstacles to vaccination continue to weigh on social
2020, 255 million full-time jobs were lost, an additional and economic activity. As a result, the serious health,
119–124 million people were pushed into extreme poverty economic and social consequences of the pandemic
and 101 million children fell below the minimum reading are likely to continue, undermining decades of
proficiency level amid widespread school closures.2 development efforts.
Furthermore, despite the slowdown in economic activity
and global travel restrictions, the pandemic has done
little to mitigate the ongoing climate crisis.3

1 Johns Hopkins CSSE. Note: The CSSE states that its numbers rely upon publicly available data from multiple sources, which do not always agree.
2 The Sustainable Development Goals Report, United Nations, 2021
3 The State of Global Climate 2020, World Meteorological Organisation
4 Global Economic Prospects, World Bank, 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
01. Introduction and key findings
11

Throughout the crisis, digital technologies have This sixth annual SDG impact report demonstrates the
played a pivotal role in enabling social and economic mobile industry’s continued commitment to the SDGs.
activities to continue. People around the world have It shows that, despite the significant challenges posed
relied on the internet to stay connected to friends by the pandemic, the mobile industry increased its
and family, access education and health services, contribution to all 17 SDGs in 2020. This reflects the efforts
and work remotely. This underscores the importance of mobile operators and their partners in responding
of connectivity in our daily lives and, in particular, quickly and effectively to the Covid-19 crisis. Operators
the value of mobile networks, which remain the only in every region have been proactive in reaching out to
form of internet access for many people. However, their customers, working with public authorities and third
the pandemic has also shone a light on the need to parties to provide a range of vital services, and supporting
bridge the digital divide. People without internet the communities in which they operate. However, while
access are most vulnerable to the economic and the mobile industry’s SDG impact increased in 2020,
social disruptions caused by the pandemic. This has progress slowed amid the pandemic. This highlights the
increased the urgency of identifying solutions to importance of taking decisive action over the next decade
accelerate mobile internet adoption and use. and driving the acceleration of digital transformation.
 2021 Mobile Industry Impact Report: Sustainable Development Goals
12 01. Introduction and key findings

Key findings
The mobile industry is halfway to maximising its The average SDG impact score improvement
potential impact on the SDGs. slowed in 2020 amid the Covid-19 crisis.

33% 2015
48% 2019
50% 2020

In 2020, the mobile industry increased its impact

for each of the 17 SDGs, achieving an average SDG
impact score of 50. This means the industry is
achieving 50% of its potential contribution to the Progress cannot be taken for granted, especially
SDGs – up from 48% in 2019 and 33% in 2015. with the pandemic undermining decades of
development efforts. There are less than 10 years
left to achieve the 2030 SDG targets and there
Mobile adoption continued to increase in 2020, is more to be done to accelerate the mobile
despite the economic recession, supporting the industry’s impact.
industry’s contribution to multiple SDGs.

5.2 billion people

(67% of the global population)

3.3 billion people

(64% of mobile subscribers)…
By the end of 2020, 5.2 billion people (67% of the
…used mobile to make video calls, aiding several online
global population) were using a mobile phone, activities, including e-learning, telehealth and remote
representing an increase of 90 million people since working. This represents an additional 440 million
2019. In addition, four billion people (51% of the global people since 2019. This supports the mobile industry’s
population) were also using the mobile internet, contribution to SDG 3: Good Health, SDG 4: Quality
Education and SDG 8: Decent Work and Economic Growth.
which is an increase of 220 million since 2019.

2.6 billion people 2.3 billion people

(50% of mobile subscribers)… (45% of mobile subscribers)…
…used mobile financial services (such as mobile banking and
…used their phone to purchase goods and services,
mobile money). This represents an increase of 270 million
representing an increase of 300 million since 2019.
people since 2019. Using mobile financial services helps to
During the pandemic, more people used mobile to
create employment opportunities, raise productivity and
purchase food and other essential products and services
formalise the economy, contributing to SDG 1: No Poverty
as they became less comfortable handling cash.
and SDG 8: Decent Work and Economic Growth.
 2021 Mobile Industry Impact Report: Sustainable Development Goals
01. Introduction and key findings
13

The mobile industry is making continued

progress on disclosing climate data (rather
than performance) and setting targets for

Net zero emissions reductions.

by 2050
At the end of 2020, 69% of operators by
connections and 80% by revenue disclosed
their climate impacts, while 31% of operators by
connections and 36% by revenue had set carbon
reduction targets to be net zero by 2050.

The mobile industry achieves its highest impact Despite rising mobile data traffic, mobile
on SDG 9: Industry, Innovation and Infrastructure, networks delivered a 33% improvement in
driven by the reach of mobile. download speeds in 2020.

3G

94% 87% 17%

4G 5G
33%
At the end of 2020, 3G population coverage Rising 4G adoption, in addition to 5G take-
reached 94% (equivalent to 7.3 billion people), up in pioneering markets such as China
while 4G population coverage totalled 87% and South Korea, was the key driver of the
(equivalent to 6.7 billion people). 5G networks improvement in mobile data speeds. This
covered 17% of the global population – with enables mobile to support a broad range of
coverage above 80% in six markets. services, enhancing the industry’s SDG impact.

Mobile operators played a pivotal role in An important lesson from the Covid-19 crisis has
keeping individuals safe and economies been the importance of cooperation in tackling
functioning in the pandemic. big issues in society.

Mobile operators have been proactive in Multi-stakeholder partnerships involving the public
reaching out to their customers, working with sector, NGOs and other industries are pivotal to
third parties to provide a range of vital services the mobile industry’s SDG impact. Collaboration
and utilising the power of mobile big data (MBD) must continue in order to accelerate progress
to drive powerful analytical tools. against the SDGs.
 2021 Mobile Industry Impact Report: Sustainable Development Goals
14 01. Introduction and key findings

The mobile industry and the SDGs – key milestones

2016 2017 2018 2019 2020

Industry Mobile industry Launch of the We Launch of Digital Declaration More than 40
commits to the Care initiative the GSMA published million women
SDGs Launch of AI for Mobile Money reached with
Launch of Impact Certification mobile internet
EQUALS: The Scheme or mobile
Global Partnership The Humanitarian money from
for Gender Connectivity the Connected
Equality in the Charter reaches Women initiative
Digital Age 147 signatories in
106 countries

Mobile 4G population 3G population 4G accounts for 5G population

coverage reaches coverage reaches over 50% of total coverage
broadband 75% 90% connections passes 15%
coverage

Mobile 5 billion unique 4 billion unique

mobile subscribers mobile internet
adoption subscribers

Mobile 1 billion people 2 billion people 1.2 billion

use mobile to use mobile registered mobile
financial purchase goods financial services money accounts
services and services

Life-enhancing 1 billion people 1 billion people 2 billion people

use mobile use mobile use mobile for
services to monitor or to access educational
improve their government purposes
health services

Gender 1 billion women in 1 billion women

LMICs use mobile use mobile to
equality internet purchase goods
and services

Climate The GSMA Board 80% of operators

sets ambition for by revenue
change mobile industry disclose their
to reach net zero climate impacts
carbon emissions 65% have
by 2050 at the committed to a
latest science-based
target
2021 Mobile Industry Impact Report: Sustainable Development Goals
01. Introduction and key findings
15
16

02
Impact of the
mobile industry
on the SDGs
17
 2021 Mobile Industry Impact Report: Sustainable Development Goals
18 02. Impact of the mobile industry on the SDGs

Covid-19 has set the world back even further on the SDGs

The Covid-19 pandemic has derailed progress on the While the full extent to which the SDGs have been
SDGs. Even before the Covid-19 outbreak in early knocked further off track is not yet known, findings
2020, the world was not on track to meet the 2030 from the most recent UN SDG report highlight some of
targets. Although there were significant and important the impacts thus far (see below).5
achievements in terms of poverty reduction, maternal
and child health and gender equality, they were not As a result, for the first time since the adoption of
happening fast enough. Furthermore, progress on the SDGs in 2015, the global average SDG Index
other SDGs had either stalled or reversed, including score decreased in 2020.6 Meeting the SDGs by 2030
reducing inequality, lowering carbon emissions and will therefore require extraordinary efforts from
eliminating hunger. governments, the private sector and citizens.

An additional 101 million children and

youths fell below the

An additional 119 to 124 million people have minimum reading

been pushed into proficiency level
extreme poverty amid widespread school closures,
in the first increase in over 20 years. potentially wiping out the education gains
achieved over the last two decades.

Gender inequalities have been

exacerbated, with violence against An additional 70–161 million
women and girls intensifying, child people are likely to have
marriage increasing and women
being disproportionately affected
experienced
by increased care work at home. hunger
as a result of the pandemic in 2020.

Real GDP The climate crisis continued largely

per capita unabated, with the global average
temperature around 1.2°C above
declined by 4.6%, with the equivalent of
pre‑industrial levels. Concentrations of
255 million full‑time jobs lost in 2020.
major greenhouse gases continue to
increase despite the temporary reduction
in emissions in 2020 related to lockdowns
and other Covid-19 response measures.

5 The Sustainable Development Goals Report, United Nations, 2021

6 Sustainable Development Report 2021, UN SDSN and Bertelsmall Siftung 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
02. Impact of the mobile industry on the SDGs
19

The mobile industry was able to increase its impact across all the SDGs
despite Covid-19 – but progress has slowed

The vital role that the mobile industry plays came into
sharp focus during the pandemic. Billions of individuals
have relied on mobile technology for virtually all
aspects of their lives, providing access to a range of
life‑enhancing and, in some cases, life-saving services.

As a result, despite the pandemic, the mobile industry

continued to make sustained progress against the SDGs:

• The average SDG impact score across the 17 SDGs

increased to 50, up from 48 in 2019 and 33 in 2015,
meaning the mobile industry is achieving half of what
it could potentially contribute to the SDGs.
• There are now eight SDGs where mobile’s
contribution is over 50, compared to five in 2019 and
none in 2015.
• Some of the biggest improvements were recorded
in the industry’s contribution to SDG 2: Zero Hunger,
SDG 3: Good Health and Well-being, SDG 4: Quality
Education and SDG 8: Decent Work and Economic
Growth. This is due to the rising usage of mobile
financial services, as well as the increasing proportion
of people using mobile to make video calls and watch
free video (which enables remote working and online
education), improve or monitor their health, and
access agricultural information.

At the same time, however, it is important to recognise

that the industry is not on track to maximise its
contribution to the SDGs by 20307 and that the average
score improvement slowed in 2020 amid the challenges
of the Covid-19 crisis. Progress cannot be taken for
granted, especially with the pandemic undermining
decades of development efforts. There are less than
10 years left to achieve the 2030 SDG targets;
the mobile industry and its partners must accelerate
efforts to maximise the power of connectivity.

“The telecoms sector is a key player to building a sustainable, resilient and quality
infrastructure. We are committed to developing the full potential of the internet and
digital solutions in the service of the 2030 Agenda and significantly accelerating the
achievement of the SDGs. We have a realistic opportunity to contribute significantly
to a key project for the future of humankind, leaving no one behind.”

Julio Linares López, Vice President, Telefónica

7 See 2020 Mobile Industry Impact Report: Sustainable Development Goals, GSMA, 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
20 02. Impact of the mobile industry on the SDGs

Figure 1 SDG mobile impact scores

Source: GSMA Intelligence

1.1
1.1
70
64.2
60

3.2
3 50 2.9
3
42.3 56.0
40
1.5
1
43.0 30

20
3.2
3
3.4
3 10
54.7
43.9

SDG14 SDG9
1.5
1 6 SD 1.3
1
G1 G4
SD
44.6 52.9
SD
G2

G3
SD

SDG
SDG1

11
SDG13
SDG15

2.3
2 2.4
2
46.0 52.8
G12

SD
G5
SD

7 SD
G1 G6
SD
8 SDG
SDG 7
SDG10

0.4
2 3.2
3
46.8 51.4

1.7
2 2.4
2
47.0 50.9

2.9
3 2.9
3
49.6 2.4
2 50.5
49.9

2015 2016 2017 2018 2019 2020

improvement improvement improvement improvement improvement
 2021 Mobile Industry Impact Report: Sustainable Development Goals
02. Impact of the mobile industry on the SDGs
21

Measuring SDG Impact

This report applies the same methodology used in previous Mobile Industry Impact
reports to measure the impact of the mobile industry across all 17 SDGs. For each SDG,
an ‘impact score’ is calculated out of 100. A score of 0 means the industry is having
no impact at all, while a score of 100 means the industry is doing everything possible
to contribute to that SDG. The impact scores are underpinned by two enablers:
connectivity and sustainable business practices. A more detailed description is
provided in the SDG Impact Methodology document.8

Operators deploy networks to connect the unconnected and facilitate access to

mobile-enabled services. Connectivity can be broken down into three parts:

Coverage: The proportion of the population covered

by a 2G, 3G or 4G network.

Adoption: The penetration of mobile and mobile internet services among

Connectivity the population. We also consider the adoption of IoT services across
(Consumers/businesses) different consumer and enterprise verticals.
Providing connectivity
drives the industry’s
impact on the SDGs
Usage: The percentage of subscribers that use mobile phones to
access particular life-enhancing applications beyond communication,
including digital finance, health and clean energy. We refer to these as
mobile‑enabled services in this report.

Operators have significant direct impacts, both positive and negative, on the SDGs
through the environmental and social performance of their operations.

Operating responsibly One pillar of the GSMA Sustainability Assessment Framework, ‘Operating
(Underpinned by sustainable Responsibly’, captures operator management and performance on key
business practices) social, ethical and environmental sustainability issues within their own
How operators incorporate operations and value chains.
sustainability into their business
activity influences the SDGs

8 See www.gsma.com/betterfuture/2020sdgimpactreport
 2021 Mobile Industry Impact Report: Sustainable Development Goals
22 02. Impact of the mobile industry on the SDGs

Figure 2 SDG impact scores rank and improvement rank by region, 2020

Source: GSMA Intelligence

NORTH AMERICA EUROPE

Highest Highest

Lowest Lowest

Most improved Most improved

Least improved Least improved

LATIN AMERICA SUB-SAHARAN AFRICA

Highest Highest

Lowest Lowest

Most improved 15 Most improved

Least improved Least improved

 2021 Mobile Industry Impact Report: Sustainable Development Goals
02. Impact of the mobile industry on the SDGs
23

CIS

Highest

Lowest

Most improved 15

Least improved

ASIA PACIFIC

Highest

Lowest

Most improved

Least improved

MENA

Highest 11

Lowest

Most improved

Least improved
 2021 Mobile Industry Impact Report: Sustainable Development Goals
24 02. Impact of the mobile industry on the SDGs

ASIA PACIFIC

Most impacted 9
2019 2020 2019 2020

Using mobile to 780 880 28% 31%

Most improved monitor health million million
Average download 18 Mbps 36 Mbps
More individuals are using mobile to improve and monitor their health by speeds
accessing telehealth services and other applications on their phones.
Average upload 8 Mbps 11 Mbps
Improvements to network quality enable mobile to support a broader speeds
range of services and applications, supporting the industry’s impact
across several SDGs.

COMMONWEALTH OF INDEPENDENT STATES (CIS)

Most impacted
2019 2020 2019 2020

Mobile internet 170 180 59% 62%

Most improved adoption million million
Using mobile to 130 140 55% 60%
Increased mobile internet adoption allows users to access a improve education million million
range of mobile-enabled activities, from government services
Using mobile to 150 160 64% 68%
to mobile financial tools.
watch free video million million
More individuals are using mobile to improve education by
accessing online materials and watching free video.

EUROPE

Most impacted
2019 2020 2019 2020

IoT health 29 35
Most improved connections million million
Using mobile to 280 350 60% 75%
An uplift in IoT health connections supports frontline teams during the make video calls million million
pandemic through applications such as vaccine cold chain monitoring and
Using mobile 260 270 55% 58%
PPE stock management.
to access million million
Increased usage of mobile to make video calls supports remote working government
and education, as well as telehealth services. services

LATIN AMERICA

Most impacted
2019 2020 2019 2020

Using mobile to 18 43 4% 10%

Most improved access agricultural million million
information
Increased adoption of smart building solutions facilitates emission Average network 60 ms 51 ms
reductions while improving safety and supporting economic growth. latency
Using mobile to access agricultural information boosts agricultural Smart buildings 31 34
productivity by providing farmers and fisherfolk with relevant advice. IoT connections million million
 2021 Mobile Industry Impact Report: Sustainable Development Goals
02. Impact of the mobile industry on the SDGs
25

THE MIDDLE EAST AND NORTH AFRICA (MENA)

Most impacted
2019 2020 2019 2020

Using mobile 150 180 38% 42%

Most improved to search for million million
information
An uplift in smart city IoT connections increases safety and improves Using mobile to 100 120 24% 29%
traffic flow, improving the health and environmental impact of cities. look/apply for million million
a job
Increased use of mobile to apply and search for jobs improves
employment prospects and helps to formalise the economy. Smart city IoT 23 25
connections million million

NORTH AMERICA

Most impacted 6
2019 2020 2019 2020

Cellular IoT 186 224

Most improved connections million million
Manufacturing IoT 69 92
Growth in cellular IoT connections facilitates innovation across a range connections million million
of industries, supporting mobile’s contribution to several SDGs.
Using mobile to 180 210 58% 68%
Increased adoption of IoT manufacturing solutions improves business make video calls million million
efficiency, supporting economic growth and responsible production.

SUB-SAHARAN AFRICA

Most impacted
2019 2020 2019 2020

4G coverage 40% 49%

Most improved
Using mobile 210 240 43% 48%
financial services million million
Growth in 4G coverage provides more individuals with a tool to
communicate and a platform to access life-enhancing services. Using mobile to 140 160 30% 32%
pay utility bills million million
Rising mobile money adoption enables a broad range of use cases,
including PAYG energy solutions that allow households to purchase solar
products and appliances.
26

03
Supporting the
world to go digital
27
 2021 Mobile Industry Impact Report: Sustainable Development Goals
28 03. Supporting the world to go digital

Mobile has never been more important

With lockdown restrictions and social distancing This underpins the mobile industry’s contribution to
measures in place, people relied on mobile networks an array of SDGs. For example, mobile technology
to stay connected and access life-enhancing services, contributes to SDG 1: No Poverty by driving sustainable
reflecting the importance of mobile connectivity to economic growth, which increases household welfare
societies and economies everywhere. Consequently, and reduces poverty.
mobile adoption continued to increase in 2020,
despite the economic recession and its effects on The importance of mobile connectivity during the
consumer incomes. By the end of 2020, 5.2 billion pandemic is also highlighted by the sustained rise in
people (67% of the global population) were using a mobile data traffic in 2020. The shift to online activities
mobile phone, representing an increase of 90 million contributed to a 46% increase in traffic in the 12 months
people since 2019. In addition, four billion people to March 2021 – in absolute terms, this was the largest
(51% of the global population) were using the mobile increase in traffic over the last five years.9 Traffic growth
internet, an increase of 220 million compared to 2019. in percentage terms was particularly high in developing
regions, where mobile is the primary and, in many cases
only, form of internet access.

Network resilience:
the mobile industry’s Covid-19 response
Spectrum resources made available by governments • Jordan renewed the already released short-term
during the crisis contributed to the optimisation basis spectrum to mobile operators in capacity bands,
of mobile network infrastructure, which allowed sub-1 GHz and for fixed wireless access until the end
operators to better serve the needs of communities of 2020 for free.
and public services. Mechanisms included providing • The New Zealand government enabled the early
short-term licences to unallocated spectrum, release of 3.5 GHz spectrum via a direct offer for the
expediting the issue of short-term/trial licences, reserve price, instead of delaying a planned 5G award.
extending deadlines for licence renewals and removing
red tape and restrictions in areas such as spectrum In addition to providing access to more spectrum,
sharing, as highlighted in the following examples: regulators and governments introduced other
measures to promote better connectivity by
• The Federal Communications Commission (FCC) supporting additional investments. For example,
granted AT&T and Verizon temporary access Canada, Romania and South Africa delayed spectrum
to unallocated spectrum while also permitting annual fee payments.10
T-Mobile to temporarily access unused spectrum
from Dish and others.

9 Ericsson Mobility Report, Ericsson, 2021

10 For further information, see “Keeping everyone and everything connected: How temporary access to spectrum can ease congestion during the Covid-19 crisis”, GSMA, March 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
03. Supporting the world to go digital
29

Usage continues to grow across key mobile-enabled services

The proportion of mobile subscribers engaging in

activities on their phones relevant to the SDGs has
grown over the years, driving the mobile industry’s
impact across multiple SDGs.

In 2020, the biggest uplift was in people using

mobile phones to make video calls, with 3.3 billion
individuals (64% of mobile subscribers) using their
device for this purpose – an increase of 440 million
people since 2019. As the majority of mobile phones
have an in-built camera, they are well suited to video
calling. This improves interactions across several
online activities, including e-learning and telehealth,
supporting the industry’s contribution towards SDG 3:
Good Health and SDG 4: Quality Education. Growth in
video calling also contributes to SDG 8: Decent Work
and Economic Growth, with many employees working
remotely during the pandemic. To support this shift,
mobile operators such as T-Mobile US have introduced
new service plans, bundling connectivity with video
conferencing tools and security applications.11

The use of mobile to access free video also

accelerated during the pandemic. An additional
270 million people used mobile for this purpose in
2020, meaning 61% of mobile subscribers (3.1 billion
individuals) watched free videos on their mobile
phones. Free video content is an important learning
resource for many people, particularly in cases where
individuals cannot afford to sign up to dedicated
educational services. When schools closed due to “Throughout history, few events have impacted
ALL economic sectors, in ALL nations in the world,
the pandemic, average daily views of videos with and at the SAME time. This has been the effect of
‘homeschool’ or ‘home school’ in the title increased the Covid-19 pandemic, turning off the switch of
by 120%, as people turned to YouTube to watch daily economies and mandating social lockdown and
confinement. Those connected were able to deal
live-stream lessons and access lesson-planning tips better with the impacts, through distance education,
from experienced home educators.12 telemedicine, remote work, e-commerce, etc.
Those unconnected suffered the most. Inequality
and poverty have increased. If we are to return
Watching free video also supports SDG 8: Decent to the path towards the SDGs and reach them by
Work and Economic Growth, as it allows people to 2030, we must have universal digital inclusion.
Mobile telecommunications with broadband, cloud
learn new skills that can boost household income. and verticals are a powerful and unprecedented
For example, during the pandemic, some women technology that should be used for the common
reported using free video platforms to learn sewing, good. We should use it wisely – leaving no one
behind is leaving no one unconnected.”
embroidery and other trades to boost household
income, especially in households where jobs had been Dr Carlos M. Jarque, Executive Director, América
lost due to lockdown measures.13 Móvil; International Relations and Government and
Corporate Affairs, América Móvil

11 “T-Mobile chases enterprise with latest Uncarrier push”, Mobile World Live, March 2021
12 “3 ways people are using YouTube to learn at home during the coronavirus pandemic”, Think with Google, May 2020
13 The Mobile Gender Gap report, GSMA, 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
30 03. Supporting the world to go digital

Figure 3 Mobile usage by activity

Source: GSMA Intelligence

Visit social 3.4bn users

51% 2% 3% 3% 3% 3%
networking websites 200m in 2020

3.3bn users
Make video calls 42% 3% 3% 8% 0% 7%
440m in 2020

3.1bn users
Watch free video 45% 2% 2% 5% 2% 4%
270m in 2020

3.0bn users
Read news 48% 2%2% 4% 2%
45m in 2020

Use of mobile 2.6bn users

20% 4% 6% 4% 11% 4%
financial services 270m in 2020

1%
Obtain info about 2.5bn users
42% 2% 2% 2%
products and services 120m in 2020

2.3bn users
Purchase goods 34% 1% 5%
300m in 2020

1%
2.0bn users
Improve education 17% 3% 4% 3% 10%
60m in 2020

1.9bn users
Pay utility bills 12% 3% 5% 6% 8% 2%
160m in 2020

Improve/monitor 1.8bn users

15% 3% 4% 5% 6% 2%
health 150m in 2020

1%
Access government 1.6bn users
13% 3% 3% 4% 7%
services 60m in 2020

1.4bn users
Look/apply for a job 16% 2% 3% 2% 6%
no growth in 2020

Use agricultural 1.0bn users

6% 1% 4% 8%
services 440m in 2020

2015 2016 2017 2018 2019 2020

improvement improvement improvement improvement improvement

Data is sourced from the GSMA Intelligence Consumers in Focus Survey 2020, which has more than 50,000 respondents and covers 52 countries over the
2017–2020 period. The number of users is calculated by multiplying unique mobile subscribers by the percentage of survey respondents that performed a
particular activity (e.g. reading the news) on a mobile phone. Unique subscriber data is sourced from GSMA Intelligence, combining data reported by mobile
operators with the annual GSMA Intelligence Consumers in Focus Survey.
 2021 Mobile Industry Impact Report: Sustainable Development Goals
03. Supporting the world to go digital
31

Cybersecurity: the mobile

industry’s Covid-19 response
The increased dependence on digital services during
the pandemic emphasises the importance of mobile
to several SDGs; however, the rise of Covid-19-related
scams, phishing and fraud during the crisis underlines
cybersecurity risks. To give individuals and businesses
confidence to use online services, mobile operators
have built up their cybersecurity divisions while
partnering with specialists to provide support for small
and medium-sized businesses.14 Operators have also
produced free videos to warn customers of potential
cyber fraud and offered advice on how to stay safe
while connected.15 There is also a growing need for
operators to help tackle false online information,
pointing customers towards useful information on
relevant issues from credible sources. As has been
demonstrated in Pakistan, operators can utilise their
own channels to steer customers towards verifiable
information, such as links to government awareness
campaigns on operators’ websites.16

14 “WatchGuard and Deutsche Telekom Partner to Deliver Enterprise-Grade Security Solution for Small and Midsized Businesses”, GlobeNewswire, April 2020
15 “Telcos issue advisory against fake messages promising free recharges”, ET Telecom, April 2021
16 https://jazz.com.pk/darna-nahin-bachna-hai
 2021 Mobile Industry Impact Report: Sustainable Development Goals
32 03. Supporting the world to go digital

Mobile improves access to digital health and education services

As the Covid-19 pandemic continues to cause major

disruptions to health systems, mobile health solutions
are playing a growing role in achieving SDG 3: Good
“The pandemic has reinforced the
Health and Well-being. An additional 150 million importance of connectivity to the
people used mobile to improve or monitor their health way we work; access healthcare and
in 2020, taking the total to 1.8 billion (35% of mobile education; and stay in touch with
subscribers). Usage grew fastest in high-income friends and family. It has also shone a
Asia Pacific and Europe, where the proportion of spotlight on the fact that not everyone
subscribers using mobile to improve or monitor their has it – there is a digital divide. As we
health increased from 48% to 60% and 49% to 55%, come out of the pandemic, I want to see
respectively. In Sweden, the proportion of people
us work together to tackle this divide;
using mobile for health purposes on a weekly basis
increased from 25% to 33% of mobile subscribers
bring the benefits of connectivity to
in 2020. There was also growth in upper and lower everyone; and do so in a way that is
middle-income countries. The number of weekly users inclusive and protects our planet -
increased from 28% to 37% of mobile subscribers in harnessing the power of technology
Russia and 6% to 11% in Kenya. and innovation. I firmly believe we can
connect for a better future.”
The mobile industry is supporting the shift to digital
Ahmed Essam, CEO, Vodafone UK
health in several ways. For example, mobile operators
are providing connectivity and devices to new
hospitals, testing sites and vaccination centres to aid
frontline workers. There are also several operator
initiatives that specifically leverage mobile technology
to offer new ways of delivering healthcare. Vodafone
has developed a smartphone app to speed up cancer
and coronavirus research,17 while Telstra and Telus
have built up considerable expertise in the healthcare
vertical and offer a range of digital health solutions,
including telehealth and remote patient monitoring.18 19

“Mobile technology has never played such a critical role in our lives, providing access to
education, healthcare, work, essential services and entertainment as the world continues
to battle the Covid-19 pandemic. The ability to connect to the people and things we love,
the services and information we need and the communities to which we belong is not just
important; it’s vital to our existence and wellbeing. But, as we look forward, our future
prosperity as an industry and our ability to drive collective action on the Sustainable
Development Goals will rely heavily on us leveraging the benefits of technological
innovation like 5G, Internet of Things and artificial intelligence so we are more digitally
inclusive, and so we take greater accountability for our impact on individuals, on society
and on the world in which we live.”

Andrew Penn, Chief Executive Officer, Telstra

17 https://www.vodafone.com/vodafone-foundation/focus-areas/dreamlab-app
18 https://www.telstrahealth.com/content/telstrahealth/en/our-solutions/virtual-care.html
19 https://www.telus.com/en/health
 2021 Mobile Industry Impact Report: Sustainable Development Goals
03. Supporting the world to go digital
33

Mobile technology can also help with education need in many cases. For example, a study in Côte d’Ivoire
through the dissemination of online content and showed that over two thirds of people intend to continue
support. In 2020, two billion individuals used mobile using e-learning solutions when schools re‑open,
to access educational information for themselves or demonstrating the ongoing importance of mobile
their children (39% of mobile subscribers). Growth was technology to achieving SDG 4: Quality Education.21
highest in regions where mobile is the primary and, in
many cases, only form of internet access. For example, While in many markets, especially higher-income
100 million mobile users (38% of mobile subscribers) countries, fixed platforms were more widely used for
accessed educational services on their mobile phones online schooling and education,22 but mobile solutions
in middle‑income countries in Sub-Saharan Africa in still played a key role, particularly for under-resourced
2020, up from 85 million (34% of mobile subscribers) students. In the UK, for example, 7% of households
in the previous year. with school-age children do not have fixed broadband
and 4% had access to the internet only via a mobile
Mobile operators are supporting edtech startups by phone.23 In 2020, an additional two million individuals
opening up APIs to integrate their communication in the UK used mobile to access educational
channels (e.g. mobile voice, SMS, USSD) and mobile information for themselves or their children on a
money services into e-learning platforms, such as Eneza weekly basis, taking the total to 11 million people -
Education, which reaches 300,000 learners per day.20 equivalent to 19% of mobile subscribers.
While adoption of e-learning services has accelerated
during the pandemic, these solutions fulfil a constant

Health and education:

the mobile industry’s Covid-19 response
Several mobile operators offered customers free content, zero-rated popular educational websites,
zero-rated access or additional data to ensure they provided SIMs with extra data and distributed free
could access digital health services during the pandemic. devices.26 Operators in other markets made similar
For example, MTN zero-rated a USSD line for reporting contributions to SDG 4: Quality Education. In the US,
infections and for other critical information, and zero- AT&T committed $10 million to support students in
rated two Ayoba Covid-19 channels for sharing updated need with free hotspots and data plans, T-Mobile
news and information.24 In Saudi Arabia, STC, Mobily and increased the data allowance to 20 GB/month for
Zain offered free access to the Soha health application.25 free to schools and students using its EmpowerED
digital learning programme, and Verizon tripled
Mobile operators also supported students and their its monthly data allowance for Verizon Innovative
families during the pandemic. UK mobile operators Learning Tier 1 middle schools.

20 Scaling digital platforms through partnerships: The value of collaboration between mobile operators and digital platforms in emerging economies, GSMA, 2021
21 RECOVR Côte D’Ivoire: Tracking the Effects of the COVID-19 Pandemic, Innovations for Poverty Actions, 2020
22 For example, see Connected Nations 2020: UK report, Ofcom, 2020
23 Online Nation 2021 report, Ofcom, 2021
24 “MTN ramps up efforts to support customers and communities as COVID-19 spreads across markets”, MTN, March 2020
25 The Mobile Economy Middle East & North Africa 2020, GSMA, 2020
26 “£940m of support from UK telecoms operators during Covid-19”, Assembly Research, January 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
34 03. Supporting the world to go digital

Usage of mobile financial services and digital tools in agriculture

accelerates in the pandemic

In 2020, the use of mobile financial services (such

as mobile banking and mobile money) increased by
270 million people to reach 2.6 billion adults (50% of
mobile subscribers). A shift to mobile financial services
creates employment opportunities, raises productivity
and helps to formalise the economy, contributing
to SDG 1: No Poverty and SDG 8: Decent Work and
Economic Growth. Mobile money services in particular
have an important role in helping to close the gap in
access to financial services in LMICs. Mobile money
providers became an integral part of the national
Covid-19 response in many markets, emphasising the
importance of the mobile sector to SDG 1: No Poverty. “We are determined to fulfil
The value of government-to-person (G2P) payments our mission by building reliable
quadrupled during the pandemic as the mobile money communication infrastructure that
industry worked hand in hand with governments
ensures communication services at all
and non-governmental organisations (NGOs) to
times and under any circumstances
distribute social and humanitarian payments quickly,
securely and efficiently to those in need. Furthermore, and establishing early recovery support
international remittances also increased, as diasporas systems. Offering new lifestyles centred
around the world used mobile money to come to the on 5G technologies, we are striving
aid of those back home.27 toward the realisation of a resilient
future society through co-creation.”
There was a strong increase in the number of people
Makoto Takahashi, CEO, KDDI
using mobile financial services to purchase goods
and services, further supporting the industry’s
contribution to SDG 1: No Poverty, SDG 8: Decent
Work and Economic Growth and SDG 10: Reduced
Inequalities. An additional 300 million people Mobile financial services also play a key role in rural
performed this activity in 2020, reaching 2.3 billion areas of developing countries. The pandemic has
individuals (45% of mobile subscribers), with more accelerated the adoption of mobile money among
consumers turning to mobile financial services to smallholder farmers, supported by moves from mobile
purchase food and other essential products and operators and governments to waive fees, raise
services as they became uncomfortable handling transaction limits and digitise agricultural subsidy
cash in the pandemic. In the year to March 2021, schemes for inputs.30 Mobile operators have also helped
M-Pesa’s monthly transactions value grew by 64%, farmers during the pandemic by adding Covid-19
while MTN MoMo and Airtel Money recorded a 54% information to their existing advisory tools.31 32 In 2020,
increase during the same period.28 There was also an an additional 100 million individuals living in rural
uplift in the use of mobile financial services to pay areas of developing countries used mobile to access
for goods in developed markets. In Japan, KDDI’s agricultural information, taking the total to 340 million
smartphone prepaid card (au PAY Card) added 1.1 (18% of rural subscribers). This supports the industry’s
million members in the 12 months to March 2021, contribution to SDG 2: Zero Hunger, as well as SDG 14:
reaching 6.5 million members.29 Life Below Water and SDG 15: Life On Land.

27 State of the Industry Report on Mobile Money, GSMA, 2021

28 Region in Focus: Sub-Saharan Africa, Q1 2021, GSMA Intelligence 2021
29 KDDI Financial Results for the Fiscal Year Ended March 2021
30 COVID-19: Accelerating the Use of Digital Agriculture, GSMA, 2021
31 https://dlg.dialog.lk/govi-mithru
32 “Digital platforms have an important role in African agriculture”, Vodafone, February 2021
 35

Financial services:
the mobile industry’s Covid-19 response
Mobile money played a vital role in delivering gave M-Shwari customers more time to repay
financial support and providing safe, no-contact ways outstanding loan payments. Safaricom also worked
to pay for food, electricity and other life essentials with KCB Bank to set aside funds for digital loans for
during the pandemic: the SME sector.35 36

• A study led by the Cambridge Centre for Alternative Regulators responded to the pandemic with a variety
Finance (CCAF), and supported by the GSMA, of measures: waiving transaction fees; making KYC
showed that close to half of all mobile money and onboarding requirements more flexible; declaring
providers deployed additional payment instruments mobile money providers and agents an essential
(e.g. QR codes, USSD) to support customers during service; maintaining liquidity for agents; and enabling
the pandemic.33 government social transfers to be disbursed directly to
• Mobile money providers partnered with a range mobile money wallets.37 These drove the digitisation
of humanitarian organisations to facilitate cash of payments across many countries. However, some of
payments to the most vulnerable. The World Food these measures, if prolonged, pose risks and challenges
Programme reports that mobile money accounted for to the sustainability of the mobile money industry.
8.9% of its cash-based transfers in 2020, more than For example, the implementation and extension of fee
double the same figure in 2019.34 waivers has had a negative impact on the core revenue
• Mobile money providers worked in partnership stream of providers.38 Regulators therefore need to
with lenders to support customers affected by the engage closely with mobile money providers to ensure
pandemic. In Kenya, NCBA Group and Safaricom that services are sustainable in the longer term.

33 Global COVID-19 FinTech Market Rapid Assessment Study, Cambridge Centre for Alternative Finance, 2021
34 State of the Industry Report on Mobile Money, GSMA, 2021
35 “NCBA and Safaricom offer reprieve to M-Shwari customers as the impact of COVID-19 takes effect”, NCBA, March 2020
36 “KCB sets aside Sh30bn for mobile loans over coronavirus crisis”, Business Daily, March 2020
37 Mobile money recommendations to central banks in response to COVID-19, GSMA, 2020
38 Safaricom PLC H1 FY21 Investor Presentation, 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
36 03. Supporting the world to go digital

There is more to be done to

make products and services
available to everyone

Despite usage increasing across nearly all mobile‑enabled

services in 2020, there was a slowdown in growth across
most activities compared to the previous year. This is one
of the main reasons why the mobile industry’s progress
against the SDGs slowed in 2020. Actions to drive use
The availability and accessibility of online services of mobile-enabled
remains a key barrier to usage. For example, data
collected for the 2020 UN E-government Survey services
showed that many countries and municipalities are
pursuing digital government strategies. However,
many governments continue to face challenges, • With the pandemic demonstrating the power
including resource limitations and insufficient of digital technologies to enable and enhance
capacities or capabilities, especially in developing essential services, there must be a greater
countries and countries in special situations.39 urgency to tackle barriers around affordability
This highlights that while connectivity is an important of devices and services, low levels of literacy
first step, there is more to be done to make products and digital skills, a perceived lack of relevance,
and services available to everyone. and safety and security concerns.40
• There is a need to expand the availability
of local content and services by creating an
enabling environment for digital businesses
to thrive, for startups to grow and for
“Covid-19 is a reminder of both the priority sectors and SMEs to execute digital
importance of achieving the SDGs and transformation strategies. Governments
how our industry is uniquely placed should take the lead by accelerating the
to help address the world’s biggest digitisation of public services, including
e-government services, healthcare and
challenges through its scale and reach.
education, taking a mobile-first approach.
We see our business operations as • Concerns around data privacy and data
intertwined with our commitment security remain a barrier to greater usage. A
to society and our responsibility to renewed focus on protecting personal data is
empower societies by promoting digital an opportunity to create smarter laws, which
inclusion, increasing connectivity and can help countries take advantage of the
building skills for a digital future.” huge opportunity that digital transformation
offers while also strengthening trust in
Sigve Brekke, CEO, Telenor
technology. These should be guided by
principles that protect personal data while
offering flexibility instead of excessively
prescriptive requirements, align with
international data privacy frameworks and
promote cross-border data flows.41

39 E-Government Survey 2020: Digital Government in the Decade of Action for Sustainable Development, United Nations, 2020
40 For further information, see “Accelerating mobile internet adoption: Policy considerations to bridge the digital divide in low- and middle-income countries”, GSMA, May 2021
41 The Mobile Economy 2021, GSMA, 2021 UN Global Company Strategy 2021–2023, United Nations Global Compact, 2021
2021 Mobile Industry Impact Report: Sustainable Development Goals
03. Supporting the world to go digital
37
38

04
Implementing
sustainable
business practices
in the mobile
industry
 2021 Mobile Industry Impact Report: Sustainable Development Goals
04. Implementing sustainable business practices in the mobile industry
39
 2021 Mobile Industry Impact Report: Sustainable Development Goals
40 04. Implementing sustainable business practices in the mobile industry

Operator performance improves across several sustainability issues

To deliver the 2030 agenda, it is increasingly important A key part of the framework is the ‘Operating
for businesses to embed principles of sustainability Responsibly’ pillar, which focuses on the extent to which
in their ways of working. While mobile’s SDG impact a company manages and discloses performance on
is principally driven by the provision of connectivity sustainability issues within its own operations and value
and services, operators also contribute to sustainable chain.44 This supports the industry’s contribution to
development through their business operations. This several SDGs, as highlighted in Figure 4, which compares
aligns with underlying notion of the Ten Principles the average scores for each sustainability issue based on
of the UN Global Compact, which is that corporate the 25 operators assessed in 2019 and 2020.
sustainability starts with a principles-based approach
to doing business. This means operating in ways that The scoring criteria for the Sustainability Assessment
meet fundamental responsibilities in human rights, Framework was updated in 2020 to reflect the
labour, environment and anti-corruption.42 growing expectations of stakeholders on issues
relating to sustainable development. However, despite
To better understand operator efforts in this area, the the scoring criteria becoming more challenging, the
GSMA’s Sustainability Assessment Framework assesses average operator score increased for 12 categories and
the social and environmental performance of operators declined in only two (waste and e-waste and tax
in areas relevant to the mobile industry and considers transparency). This shows that mobile operators are
how operators interact with society and respond to being proactive and continually looking to improve
global challenges and opportunities.43 their business practices.

“We continue to enrich the lives and experience of the communities

we work and live in. Our industry has the capacity to transform many
aspects of society, with digital innovation creating new industries, new
ways of working, innovative products and services, and additional
opportunities for people, whatever their circumstances. We recognise
the importance of each of the 17 SDGs and have identified the highest
priority SDGs for our business strategy, and we are taking action to
support the SDGs and their specific targets in our business and across
the wider community.”
Olayan Alwetaid, Group CEO, STC

42 UN Global Company Strategy 2021–2023, United Nations Global Compact, 2021

43 The Sustainability Assessment Framework assesses operators using publicly disclosed data, such as company sustainability reports, annual reports and other online
communications. The assessments were conducted in summer 2019 and 2020 and reflects information available at that time (consistent with other data used in the SDG impact
assessment). For further information, see results of the GSMA Sustainability Assessment Framework 2020.
44 The scoring elements in this pillar are comparable to the indicators identified by the GRI and SASB standards, although they have been tailored specifically to the mobile sector.
 2021 Mobile Industry Impact Report: Sustainable Development Goals
04. Implementing sustainable business practices in the mobile industry
41

Figure 4 Operating responsibly – key issues

Source: GSMA

Climate risk*

Employee diversity*

Anti-bribery and
corruption*

Customer service
% of maximum score scored by all companies

Privacy and freedom

of expression*

Waste and e-waste*

Digital inclusion*

Supplier capacity
development
Employee health
and safety

Human rights

Child online safety*

Mobile mast health

Tax transparency*

Conflict minerals
2020 2019

* To reflect changing societal expectations, incremental changes were made to the scoring criteria in 2020 for these issues.

Sustainable Business Practices:

the mobile industry’s Covid-19 response
Mobile operators introduced new sustainable business Mobile operators also implemented new measures to
practices to support key stakeholders during the keep employees safe during the pandemic, pivoting
pandemic. Several operators put in place new to remote working where possible and adding specific
measures to support SMEs within their supply chain, measures for frontline staff. For example, Verizon
such as introducing improved payment terms for introduced Covid-19 paid leave, family care assistance
vulnerable suppliers. For example, Telefónica allocated and enhanced pay for essential frontline employees.46
€75 million to suppliers, SMEs and self-employed Meanwhile, Telenor Pakistan supported the mental and
individuals following the Covid-19 outbreak.45 physical health of its employees during lockdown by
providing free access to telehealth service Sehat Kahani.47

45 https://www.telefonica.com/ext/westayconnected/
46 https://www.verizon.com/about/news/our-response-coronavirus
47 “Using technology to fight Covid-19: A spotlight on telemedicine start-up Sehat Kahani in Pakistan”, GSMA, June 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
42 04. Implementing sustainable business practices in the mobile industry

Climate remains a key focus

area for the mobile industry

“With natural disasters, climate change or Covid-19, the

Climate risk was the highest-scoring issue, as well as
daily life of many citizens of the world is being challenged
the most improved, reflecting the mobile industry’s in many ways. But we are not powerless. We are convinced
continued progress on disclosing climate emissions that digitisation can help to tackle many problems. It
is all about being closely connected, transferring vital
and setting targets for reductions. The mobile data quickly and getting people together. It is also about
industry became one of the first sectors to set a reliability and responsibility: Deutsche Telekom wants to be
milestone ambition – to transform the mobile the trusted partner for our customers and lead by example.
industry to reach net-zero carbon emissions by 2050 We have given ourselves very strong environmental targets
at the latest. Following this, the UN’s Race to Zero to bring down the company’s direct and indirect emissions
campaign declared the mobile industry had made a to zero by 2025 and to be a net-zero company by 2040 at
the latest by totally eliminating its carbon footprint. Further,
critical ‘breakthrough’ in early 2021, as more than a we are committed to making the digital world a safer and
third of operators by revenue had committed to tolerant space for everyone.”
achieving net-zero emissions by 2050 or earlier.48 Dominique Leroy, Board Member for Europe,
Deutsche Telekom
At the end of 2020, 80% of operators by revenue
disclosed their climate impacts, while almost two thirds of
operators by revenue had set science-based targets to
cut their carbon emissions rapidly over the next decade.49 While there were improvements in average scores
Switching to renewable energy will be essential in across several areas, there was also a decline in two
reducing carbon emissions, with BT Group, KPN, areas, including waste and e-waste. The scoring criteria
Proximus and others already powering their operations for this issue was updated in 2020 to require operators
with 100% renewable energy. Overall, these moves to set to demonstrate management of both operational
targets and improve disclosure and performance help to (i.e. internal) waste and consumer (i.e. external) waste
drive the industry’s impact on SDG 7: Affordable and streams to achieve the higher scores. To combat the
Clean Energy, SDG 11: Sustainable Cities and Communities, rapidly growing amount of e-waste being produced,53
SDG 13: Climate Action and SDG 15: Life On Land. mobile operators are actively engaging with and
supporting new e-waste policies and legislation around
There were also improvements in operator performance the world and creating new reverse logistics supply
across anti-bribery, employee health and safety and chains to manage the flow of equipment for recycling.54
human rights, with additional operators identifying and Mobile operators are also working with device vendors
addressing these issues in 2020 and several operators to implement a new pan-industry point-of-sale labelling
improving the quality of disclosures compared to the scheme to score the environmental impact of devices.55
2019 assessment. This supports the industry’s These initiatives help to maximise the industry’s impact
contribution to several SDGs; for instance, initiatives by on SDG 11: Sustainable Communities and SDG 12:
operators such as KPN, Telia and Telefónica to implement Responsible Consumption and Production by
policies and commitments on human rights and improve encouraging more sustainable device manufacturing
their disclosure on these issues support SDG 16: Peace, and increasing awareness among consumers of
Justice and Strong Institutions.50 51 52 eco‑friendly initiatives.

48 “Mobile sector declares climate action breakthrough”, Race to Zero, April 2021
49 Mobile Net Zero – State of the Industry on Climate Action, GSMA, 2021
50 https://www.overons.kpn/en/kpn-in-the-netherlands/sustainabillity/working-together
51 https://www.teliacompany.com/en/sustainability/responsible-business/human-rights/
52 https://www.telefonica.com/en/web/responsible-business/human-rights
53 Global E-waste Monitor 2020, United Nations, 2020
54 Mobile Net Zero – State of the Industry on Climate Action, GSMA, 2021
55 “European operators target phone sustainability”, Mobile World Live, May 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
04. Implementing sustainable business practices in the mobile industry
43

“As societies continue to grapple

with challenging pandemic impacts,
it is encouraging how the global
mobile industry has come together
Covid-19 reinforces the to accelerate digital adoption
importance of sustainable within our societies, and create
inclusive solutions to support a swift
business practices socioeconomic recovery. Telcos
anchored by strong ESG frameworks
The urgency of the crisis – along with the increased are better prepared to respond to
use of digital services and the steps taken to ensure struggles confronting communities
business continuity – has impacted sustainability and small businesses trying to get
priorities in the mobile sector.56 There is an overriding back on track. The SDGs are mission
consensus on increased priority across six issues: critical in guiding the industry forward
digital inclusion; employee health and safety; with the right focus as we support
supply‑chain responsibility and supplier capacity revival and resilience through these
development; child online safety; privacy; and climate
unprecedented tough times.”
risk. This could serve to improve the industry’s
contribution to the SDGs relevant to these issues as Dato’ Izzaddin Idris, Executive Director, Deputy Group CEO,
Axiata
operators implement updated policies, systems and
controls to reflect their new priorities.

56 New perspectives: How Covid-19 has shifted sustainability priorities in the mobile sector, GSMA, 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
44 04. Implementing sustainable business practices in the mobile industry

Figure 5 Evolving sustainability priorities in the mobile sector following the pandemic

Source: GSMA

Sustainability issues Change in priority in

common to the response to the Covid-19
mobile sector Explanation of issue pandemic

Customer service Identifying and meeting the needs of customers

Child online safety Protecting young people from threats and exploitation online and taking measures
to protect children from sexual exploitation and abuse online

Digital inclusion Ensuring products and services are accessible to all members of society, including
the underserved

Privacy Ensuring privacy risks are considered when designing new apps and services and
developing solutions that provide customers with simple ways to understand their
privacy choices and control their data

Freedom of expression Protecting the right of customers to access and publish content freely, and without
deliberately causing harm to others’ character and/or reputation by false or
misleading statements

Anti-bribery and corruption Policies, systems and controls to guide employee conduct and prevent breaches of
anti-bribery and corruption laws

Human rights Recognising and actively protecting the human rights of employees and wider
stakeholders in line with the UN Universal Declaration of Human Rights

Tax transparency Disclosure of tax policy, strategy and payments

Mobile mast health Being compliant with electromagnetic fields and health-related policies based on
established science

Employee diversity Measuring and promoting workforce diversity and preventing discrimination

Employee health and safety Practices for protecting the workforce in the area of health and safety

Supply chain responsibility Setting and applying standards for environmental, social and ethical practices and
and supplier capacity performance by suppliers and developing initiatives or programmes to increase the
development professional capacities of suppliers

Waste and e-waste Managing waste, e-waste and hazardous waste from production or use of products
and waste returned by customers

Climate risk Identifying and reducing environmental impacts and contribution to climate change
and identifying and reducing exposure to climate risks

Conflict minerals Identifying and acting upon the use of conflict minerals in supply chains

The arrow indicates the change in priority going forwards following the pandemic. Indicates much higher priority;
indicates slightly higher priority; indicates no change in priority.
 2021 Mobile Industry Impact Report: Sustainable Development Goals
04. Implementing sustainable business practices in the mobile industry
45

Actions to accelerate
the implementation
of sustainable
business practices
Interest from investors in the link between
a company’s financial returns and its
management of ESG issues continues to grow,
demonstrated by the rise of sustainability or
impact financing. The fact that institutional
investors are increasingly gearing capital
allocations with climate covenants is a clear
sign that sustainability is very much a part of
a new normal in the corporate world. Mobile
operators must recognise this and continue to
adapt their business practices accordingly in
order to secure future investments.

To drive sustainable business practices across

the mobile industry, the GSMA highlights five
essential building blocks that any company
that wants to operate responsibly needs to
consider: a sustainability strategy that aligns to
the core business strategy; effective two-way
stakeholder engagement; governance practices
that ‘set the tone at the top’; performance
management, including goals and targets; and
regular and transparent reporting.
46

05
Connecting
consumers and
businesses
47
 2021 Mobile Industry Impact Report: Sustainable Development Goals
48 05. Connecting consumers and businesses

The digital divide is still not “The Covid-19 pandemic has not only
closing fast enough accentuated the digital divide for the
vulnerable in our communities but
also provided us with the opportunity
Although the ‘coverage gap’57 has been significantly to dial up our support for the SDGs
reduced thanks to operator investments, the Covid-19 through digital enablement and
crisis has reinforced the impacts of the digital divide, inclusion for vulnerable seniors and
with the unconnected less able to mitigate the disadvantaged youth with programs
economic and social disruption to their lives. Today, like Singtel Digital Silvers, Optus
most of those who do not have mobile broadband
Donate Your Data and the Future
coverage live in rural and remote areas, where the
Makers Social Innovation program.”
business case for expanding connectivity is most
difficult. Mobile operators and their partners therefore Yuen Kuan Moon, Group Chief Executive Officer, Singtel
continue to pursue innovations in network technology
and business models to increase the commercial
viability of extending mobile broadband networks.

Those who are unconnected are disproportionately project (Lipa Mdogo Mdogo) that allows customers to
poorer, less educated, rural, female and/or people with buy 4G-enabled smartphones and pay them off in
disabilities. Addressing the main barriers to mobile instalments of KES20 ($0.18) a day.59 The daily, rather
internet adoption and use therefore remains critical. than monthly, payment option reflects the financial
These include affordability, knowledge and digital skills, culture of low-income users, many of whom earn a daily
relevance, safety and security, and access to enablers wage and can only afford smaller payments on a regular
(e.g. electricity and formal IDs).58 basis. Other operators are also exploring smartphone
financing initiatives. For example, Orange’s Sanza Touch
Mobile operators remain committed to reducing device, produced in partnership with Google, launched at
disparities in adoption between different user segments, $30 and is available on a credit plan through the PayJoy
supporting the industry’s contribution to SDG 5: Gender app.60 Initiatives like these can help to drive growth in
Equality and SDG 10: Reduced Inequalities. For instance, mobile and mobile internet adoption in the short term
Safaricom recently launched a smartphone financing among the world’s poorest 40%, although more

Figure 6 The coverage and usage gaps

Source: GSMA Intelligence

• The ‘coverage gap’ continues to narrow and
6%
is now less than 500 million people (6% of
8% 7%
15% 12% the population), down from 1.4 billion (19%
19%
of the population) in 2015
• Africa accounts for around half of the
44% 43% people that do not live within the reach of
46%
46% either a 3G or 4G network
46%
45% • The ‘usage gap’ – those who live in areas
covered by mobile broadband networks but
remain unconnected – stands at 3.3 billion

51% Base: Total population

46% 49%
39% 42% Note: Totals may not add up due to rounding
36%
Unique subscriber data is sourced from GSMA Intelligence, combining
data reported by mobile operators with the annual GSMA Intelligence
Consumers in Focus Survey. Coverage data is sourced from GSMA
Intelligence, combining data reported by mobile operators and national
2015 2016 2017 2018 2019 2020 regulatory authorities. Population data is sourced from the World Bank.

Connected Usage gap Coverage gap

57 The ‘coverage gap’ refers to those living outside of areas covered by mobile broadband networks.
58 For example, see Accelerating mobile internet adoption: Policy considerations to bridge the digital divide in low- and middle-income countries, GSMA, 2021
59 “250,000 Kenyans got a Safaricom smartphone on credit”, Connecting Africa, August 2021
60 “Orange CEO makes Africa plea, unveils $30 smartphone”, Mobile World Live, September 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
05. Connecting consumers and businesses
49

sustainable measures are needed to address affordability Figure 7 Mobile and mobile internet adoption*

barriers in the longer term. In 2020, there were 65 million Source: GSMA Intelligence

new mobile internet subscribers and 34 million new Mobile adoption

mobile subscribers among the world’s poorest 40%.61 67%
However, the gap with the overall population did not 65%
66%
64%
improve, highlighting the need to accelerate adoption 63%
62% 62% 62%
among the poorest 40% in each country. 61%
60% 60%

58%
The mobile industry also continues to make progress on
reducing the gender gap in mobile internet, in support
of SDG 5: Gender Equality. In 2020, 83% of adult women 2015 2016 2017 2018 2019 2020
in LMICs owned a phone and 58% used mobile internet.
The gender gap in mobile internet use stands at 15% Mobile internet adoption

(compared to 20% in 2019), with the reduction driven 49%

51%
46%
primarily by South Asia, where the mobile internet 42%
gender gap decreased from 50% in 2019 to 36% in 39% 39%
36% 38%
35%
2020. However, in other regions – particularly the 30% 31%
Middle East and Africa – the gender gap in mobile 27%

internet use has remained persistently high. The gender

gap in mobile ownership is also proving difficult to close 2015 2016 2017 2018 2019 2020

across LMICs. This highlights the need to intensify

efforts to address the structural barriers and inequalities Total Poorest 40%
that underpin the mobile gender gap.62 * Percentage of population connected.
Base: Total population

Keeping People Connected:

the mobile industry’s Covid-19 response
Operators implemented various measures to ensure 25 GB, while Grameenphone provided 10 crore worth
that customers did not lose connectivity in the early of minutes for free to users who were unable to
days of the pandemic, including the following: recharge their balances due to lockdown restrictions.
• Working with governments to support network
• Pledging not to terminate services in cases resilience, and ensure affordability and access to
where users were unable to pay their bills due to vital connectivity. Thailand’s National Broadcasting
disruptions caused by Covid-19. In Chile, Claro, and Telecommunications Commission (NBTC) set
Entel, GTD, Movistar and VTR allowed users who aside THB3 billion ($90 million) to provide 10 GB of
could not afford to pay their telecoms bills to mobile data to eligible citizens.63
temporarily suspend their regular service charges and
activate a free 60-day connectivity bundle to browse Despite positive outcomes, these measures pose risks
the web and access emails. and challenges to the sustainability of the mobile
• Waiving late fees, offering extra data and industry if implemented permanently. They should
introducing new tariffs to keep consumers therefore be seen as temporary measures that have
connected and ease the shift to remote working been introduced in exceptional circumstances, rather
and learning. In Bangladesh, Robi Axiata launched than long-term solutions to improving mobile internet
three special-assistance packs of 100 MB, 1 GB and adoption and use.

61 This calculation of mobile penetration takes into account the poorest 40% of population in each country (not the poorest 40% of the population worldwide).
62 The Mobile Gender Gap report, GSMA, 2021
63 “Mobile users get 10GB perk from April 10”, Bangkok Post, March 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
50 05. Connecting consumers and businesses

Higher-quality networks enable Figure 8 Mobile network coverage

mobile to support a broader Source: GSMA Intelligence

range of services %
94 Between 2015 and 2020,
3G population coverage
Despite the changes in traffic levels and patterns 3G increased from 81% to 94%
during the pandemic, mobile networks have shown (equivalent to 1.3 billion
notable resilience, emphasising the investment in additional people covered)…
81%
network capacity by operators and the importance of
mobile networks to SDG 9: Industry, Innovation and
Infrastructure.
…while 4G population
coverage grew from 54% to
As operators deploy new infrastructure, individuals 4G 87% (equivalent to 2.7 billion
around the world are connecting to higher-quality

87
additional people covered).

%
mobile networks. 4G remains the most prevalent mobile %
54
technology with 4.6 billion connections, while 5G
adoption reached 3% at the end of 2020, representing 5% 17 Between 2019 and 2020, 5G
240 million connections. %

population coverage grew

from 5% to 17% (equivalent
5G to 930 million additional
people covered).

5G roll-out:
the mobile industry’s Covid-19 response
The rollout of 5G networks has continued unabated The pandemic also served to increase the urgency of
during the pandemic. With the launch of commercial 5G finding innovative solutions to improve coverage in
services in Latin America and Sub-Saharan Africa in mid- rural areas. In the UK, O2, Three and Vodafone have
2020, 5G networks are available in every region of the signed a mast-sharing deal to improve 4G network
world. At the end of 2020, 135 operators had launched coverage as part of the first stage of delivering a shared
commercial 5G networks across 52 markets, representing rural network (SRN), which will increase 4G coverage
a rise of more than 80% compared to the previous 12 from 67% to 90% of the UK’s landmass by 2026.65
months. This boosts network capacity and paves the way Mobile operators are also using new technologies to
for innovative services and applications, which can boost expand coverage, such as in Colombia, where Millicom
the industry’s contribution to an array of SDGs. Moreover, plans to deploy the first 4G open RAN networks in Latin
5G fixed wireless access (FWA) enables operators America, starting with 362 rural sites.66
to meet the growing demand for high-quality home
broadband, particularly in emerging markets.64

64 5G fixed wireless: a renewed playbook, GSMA Intelligence, 2021

65 Shared Rural Network (SRN) consultation document, Department for Digital, Culture, Media and Sport, 2021
66 “Millicom to launch open RAN network in LatAm”, Mobile World Live, May 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
05. Connecting consumers and businesses
51

Despite the increase in mobile data usage, average Figure 9 Proportion of mobile connections by technology

download speeds grew at a faster rate in 2020 Source: GSMA Intelligence

compared with 2018 and 2019. This was driven by rising

3%
4G adoption, as well as early 5G take-up in pioneering 15%
26%
markets, such as South Korea and China. Both countries 35%
45%
52%
recorded average 5G download speeds of over 300 33% 57%
31%
Mbps (10 times higher than the current 4G average 29%
26%
download speed in those markets). This demonstrates 24%
22%
how 5G can provide a significantly better customer 52%
44%
36%
experience and support a broader range of applications, 29% 24% 18%
which increases the mobile industry’s contribution
2015 2016 2017 2018 2019 2020
across the SDGs.
2G 3G 4G 5G

Overall, mobile network performance has been a clear

positive in the face of sustained traffic rises during the
pandemic. Mobile operators have maintained their
investment levels to improve coverage while supporting
customers to upgrade to the latest network Figure 10 Average mobile download and upload speeds (Mbps)

generations. Collaboration between mobile operators Source: GSMA Intelligence calculations of data provided by Ookla® Speedtest Intelligence®

and policymakers has been vital. In addition to

20
measures to improve the availability of spectrum
resources, some policymakers have helped improve the 15
affordability of mobile services by reducing right-of- 12
10
way fees and other fiscal measures, and designated
8
telecommunications as an essential service during 6
6
7
5
lockdowns to enable operators to carry out necessary 3
4
2
installation and maintenance on networks.67

2015 2016 2017 2018 2019 2020

Download Upload

“The digital world has transformed

more this past year than during the last
15 years and, with this accelerated
global transformation, our role as digital
service providers has become more
central to the economy, society and
global stability. At Jio, we take this
responsibility very seriously. We remain
focused on delivering equal access to
information, education, health and
opportunity, ensuring diversity,
protecting the environment and
safeguarding economic security.”
Mathew Oommen, President and Member of the
Board of Directors, Reliance Jio

67 “Communications as an essential service during coronavirus

(COVID-19) confinement”, CMS Law-Now, April 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
52 05. Connecting consumers and businesses

IoT growth continues amid Covid-19 disruption

Despite the disruption of Covid-19, the total number of Deploying IoT as part of a wider enterprise
IoT connections continued to grow, increasing by almost transformation agenda remains a top priority. Almost
one billion in 2020 to reach 13.1 billion connections two thirds (63%) of enterprises globally are deploying
worldwide. This helped to increase the industry’s impact IoT as part of a wider digital transformation agenda,
across several SDGs – for example, providing innovative as opposed to a standalone initiative, and this figure
solutions for the utility sector (which added 1.1 billion IoT is even higher in developing markets such as
connections in 2020) contributed to the industry’s Argentina (80%), Indonesia (80%), Mexico (77%),
impact on SDG 6: Clean Water and Sanitation and SDG 7: Turkey (72%) and South Africa (70%).69 Mobile
Affordable and Clean Energy. operators are playing a central role in the emerging
IoT ecosystem. For example, in Argentina, Claro has
However, the growth in IoT was not as strong as had partnered with 15 IoT and cloud companies,
been expected prior to the Covid-19 outbreak. combining the mobile operator’s connectivity,
Enterprise IoT budgets have come under pressure distribution and marketing expertise with specialised
from the slump in economic activity and disruptions to knowledge across different verticals.70
products and services supply chains. This has affected The partnerships help to scale IoT solutions and
IoT sales volumes across multiple sectors, including highlight the opportunity to bring new technologies
connected vehicles, smart cities and smart buildings. to developing countries, fostering innovation and
Overall, there was a 21 percentage point reduction in industrialisation in support of SDG 8: Decent Work
the proportion of companies planning to deploy IoT and Economic Growth and SDG 9: Industry,
within a year between 2019 and 2020.68 Most of this Innovation and Infrastructure.
change has been accounted for by enterprises with
fewer than 250 employees.

Figure 11 The proportion of companies that agree IoT is being deployed as part of a wider transformation agenda rather than a standalone initiative, by country

Source: GSMA Intelligence Enterprise in Focus Survey 2020

80% 80%
77% 78%
72% 71% 70% 67%
78% 64% 64%
73% 61% 63% 62%
71% 70% 61% 60%
67% 58% 56%
63% 52%
60% 61% 60% 58% 59% 58%
52% 53%
49% 47%
48% 45%
a

a
ric

re
a

sia

y
lia

en
in

ico

ey

ce

an
ia

Ko

a
n

il
Af

a
ra
e
nt

az

pa

in
ed
ai
ss

UK

US

di
an
rk

rm
on

ex

st
ge

Ch
Sp

h
h
Ru

Br

In

Ja
Tu

Sw
Fr

ut
ut

Au
d

Ge
Ar

In

So
So

2019 2020

68 Enterprises speak: IoT gets real, GSMA Intelligence, December 2020

69 GSMA Intelligence Enterprise in Focus Survey 2020
70 The Mobile Economy Latin America 2020, GSMA, 2020
 2021 Mobile Industry Impact Report: Sustainable Development Goals
05. Connecting consumers and businesses
53

“Covid-19 revealed how critical connectivity is in our

rapidly changing world. Now, more than ever, AT&T
and mobile operators are focused on providing faster,
more flexible ways for businesses and people to connect
and innovate. 5G, fiber and rural broadband access are
fundamental enablers to help ensure reliable access to
educational and job opportunities in a post-Covid world.
AT&T is focused on working with the GSMA, regulatory
bodies and other mobile operators to help bridge
connectivity gaps across the globe.”
Susan Johnson, Executive VP Global Supply Chain, AT&T

The pandemic accelerates the urgency of digital

transformation in the healthcare sector

During the pandemic, healthcare service providers have This period of accelerated experimentation appears to
relied on IoT to enhance service delivery and improve have increased demand for IoT solutions in the
efficiency in the delivery of medical supplies. For healthcare vertical. The proportion of healthcare
example, IoT-enabled drones have been utilised to organisations with further plans to deploy IoT increased
deliver medicines and other vital medical supplies, by 10 percentage points in 2020 – twice that of any
which could be particularly useful in developing regions other vertical. As a result, IoT connections in the
with poor logistics infrastructure. Connected‑drone healthcare sector are expected to increase by 244
company Swoop Aero is supporting the delivery of million between 2020 and 2025, reaching 537 million
essential medications and vaccines to remote parts of connections. This will help to optimise healthcare
the Democratic Republic of Congo, Malawi and service delivery by providing the necessary
Mozambique.71 Meanwhile, AT&T is powering a remote infrastructure for the early detection of diseases
health solution from Cherish Health that uses an through analytics, which supports the mobile industry’s
advanced biosensor to monitor a patient’s oxygen contribution to SDG: 3 Good Health and Well-being.
levels, temperature and heart rate.72

71 “Swoop Aero expands African drone delivery networks”, Swoop Aero, April 2021
72 “AT&T and Cherish Health Team Up to Help Monitor COVID-19 Patients”, AT&T, May 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
54 05. Connecting consumers and businesses

Figure 12 The proportion of companies with further plans to deploy IoT, by vertical

Source: GSMA Intelligence Enterprise in Focus Survey 2020

72%
69%
67%
64% 64% 65%
62% 63% 62% 62%
60% 61% 60%

54%

Healthcare Manufacturing Manufacturing Public sector Retail Transportation and Utilities

(automotive) (other) warehousing

2019 2020

AI and Big Data:

the mobile industry’s Covid-19 response
The enormous amounts of data generated by mobile • Japan: KDDI provided its big-data analysis tool,
networks can be aggregated, anonymised, analysed, KDDI Location Analyzer, to 47 regions of Japan. The
combined with data and information from other relevant tool enabled municipalities to understand mobility
sources and packaged into valuable products and patterns using anonymised smartphone location data
services such as reports and dashboards. At various and certain demographic characteristics.
stages of the pandemic, mobile operators have used their • Norway: Telenor has been providing mobility data
MBD analytics and AI expertise to inform government on movement between Norway’s 356 municipalities
response measures in at least 40 countries, including the to the Norwegian Institute of Public Health’s Covid-19
following: task force. This data has been utilised to inform
modelling of the potential spread of the virus, to
• Argentina: Telefónica Argentina partnered with develop predicted incidence in each municipality and
the University of San Martín to develop The Citizen to simulate the number of hospitalisations, intensive
Mobility Index, an MBD and AI solution, to help care patients and deaths.73
governments monitor and control mobility flows • Europe: 14 operators shared anonymised and
during lockdown restrictions. aggregated data with the European Commission
to support Covid-19 research and information for
national health authorities.

73 For further information, see Utilising mobile big data and AI to benefit society: Insights from the Covid-19 response, GSMA, 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
05. Connecting consumers and businesses
55

IoT is playing a key role in supporting the low-carbon transition

While the mobile industry is currently responsible for

around 0.4% of carbon emissions globally, it enables
carbon reductions in other sectors that are 10 times
larger, equivalent to approximately 4% of global
emissions.74 One area where the mobile industry can
play a particularly important role is in decarbonising
energy systems. For example, mobile operators can
provide wireless connectivity, as well as platform and
integration support, for new appliances and devices
deployed by smart energy systems (SES), which “China Unicom actively implements
combine energy generation and storage technologies the concept of “innovation leads
with ‘intelligent’ applications, controlling and sustainable development”, adheres
optimising their usage. to the development strategy of
saving resources and protecting
It is estimated that SES will prevent an overbuild of
capacity worth 16,000 TWh of annual generation which,
the environment and promotes the
based on 2019’s energy mix, will save emissions of 7.7 continuous development of society and
billion tons of CO2, making it responsible for over 23% of economy, while working with all partners
global decarbonisation.75 This highlights the importance to strive to achieve the Sustainable
of SES to halving emissions by 2030, which is needed to Development Goals and build together
limit global overheating to 1.5°C. Moreover, the a beautiful home with lucid waters and
implementation of SES will lead to greater efficiency lush mountains in the future.”
and a better use of resources, supporting the targets of
Mai Yanzhou, Senior Vice President, China Unicom
SDG 12: Responsible Consumption and Production and
SDG 13: Climate Action.

74 The Enablement Effect: The impact of mobile communications technologies on carbon emission reductions, GSMA, 2019
75 Smart Energy Systems: Connectivity for a zero-emissions future, GSMA, 2021
 2021 Mobile Industry Impact Report: Sustainable Development Goals
56 05. Connecting consumers and businesses

Policy actions to accelerate

connectivity for the SDGs
• Network resilience: Governments and regulatory • Digital inclusion: A comprehensive policy approach
authorities have many levers to accelerate investment is required to improve mobile internet adoption and
in mobile infrastructure. From access to sufficient, use as the pandemic exacerbated existing digital
harmonised and affordable spectrum to reduced divides. Policy priorities should be determined based
sector-specific taxation and streamlined deployment on a country’s local context and level of digital
approvals, governments can set optimal conditions to development, which requires granular and reliable
unlock the investment required to move further and data. There is also a need to promote digital skills and
faster towards the digital future.76 education across all parts of society and expand the
availability of local content and services.77
• Economic recovery: Governments around the world
will put digital technologies at the centre of efforts • Consumer trust: When people use the internet
to rebuild their economies after the pandemic. responsibly and are confident that the digital
Continued network evolution and expansion will be environment is safe, private and trustworthy, they
essential to stimulating economic growth, mobilising are more likely to realise the full benefits of a digitally
the workforce and enabling new levels of industrial enabled life. Working with industry to protect
efficiency across various parts of the economy. Public digital infrastructure and data from cyber threats is
funding can be applied to objectives that cannot be essential. Given the increased internet usage among
achieved purely through competitive, market-based children during the pandemic, it is important that
activity – particularly where R&D or collaborative, mobile operators, governments and international
cross-sector efforts are required. organisations take the necessary steps to ensure
young people can access the opportunities offered by
mobile connectivity safely and responsibly. Parental
controls, as well as online training and guidance for
parents and teachers relating to child online safety,
can play an important role.78

76 For more detailed recommendations, see Enabling Rural Coverage, GSMA, 2018
77 Accelerating mobile internet adoption: Policy considerations to bridge the digital divide in low- and middle-income countries, GSMA, 2021
78 Enhancing Children’s Lives Through Mobile, GSMA and UNICEF, 2019
2021 Mobile Industry Impact Report: Sustainable Development Goals
05. Connecting consumers and businesses
57
58

06
Conclusion
59
 2021 Mobile Industry Impact Report: Sustainable Development Goals
60 06. Conclusion

Accelerating the mobile industry’s SDG impact

Mobile technology has been contributing to economic investments in critical infrastructure at risk. This is also
and social development for more than two decades the case for the mobile money industry. The
by bringing connectivity into the palms of our hands. implementation and extension of fee waivers enabled
As the primary means of accessing the internet for more people to use mobile money services, but
billions of people, mobile is a key platform for negatively impacted the core revenue streams of
economic development, financial inclusion, better providers. Consequently, governments and regulators
healthcare and education, and many other life- need to engage closely with mobile operators on their
enhancing services. Mobile connectivity is also fuelling Covid-19 response strategies to ensure that the industry
the digital transformation of enterprises and fostering can continue to ease the burden of the pandemic on
innovative solutions to support the transition to a individuals and businesses.
low-carbon economy.
It is also vital for governments and regulators to
The importance of mobile technology has been put provide the best possible enabling environment for the
under the spotlight during the Covid-19 crisis, with mobile industry’s SDG impact. For example, rather
operators playing a critical role in the response to the than looking for ways to increase revenues from the
pandemic. Operators maintained network performance mobile sector through taxation and even higher
during lockdown restrictions, zero-rated access to spectrum prices – which would dampen investment
health and education services and provided and delay the economic boost that advanced
connectivity for new hospitals, testing centres and connectivity delivers – the way forward is to attract
vaccination facilities, among other activities. investment that builds national economic
competitiveness in digital infrastructure, digital skills
However, not all of the actions taken by mobile and digital adoption across industry and society.
operators in the pandemic are sustainable in the long Furthermore, preparedness for future crises can be
term. For example, operators have offered flexible enhanced by prioritising digital strategies that
payment options, higher data caps and discounts to leverage e-government solutions and adopting best
ensure customers remain connected. This provided vital practices in digital infrastructure regulation (such as
support to customers at a difficult time; however, it also predictable and cost-effective spectrum allocation).
constrained operator revenues, putting much-needed
 2021 Mobile Industry Impact Report: Sustainable Development Goals
06. Conclusion
61

The importance of cooperation in tackling pressing issues in society

During the pandemic, mobile operators have worked These partnerships are key to sharing expertise,
closely with different organisations to minimise the maximising the chances of scaling viable solutions and
disruption caused to people’s lives, monitor the avoiding the duplication of initiatives and related
spread of the virus, inform public sector decision- inefficiencies. The spirit of collaboration on display
making and build a more resilient and more during the pandemic reflects the importance of SDG 17:
sustainable society. For example, operators and Partnerships for the Goals, which aims to bring together
governments have worked together to expedite national governments, the international community, civil
spectrum allocation and remove restrictions in areas society, the private sector and other players to drive
such as spectrum sharing in order to optimise mobile sustainable development.
network infrastructure. This has enabled operators to
better serve customers throughout the crisis, With less than a decade left to achieve the 2030 agenda,
demonstrating the value of collaboration between mobile operators and their partners need to come
governments and operators, particularly during together to find new ways to increase mobile internet
unprecedented and rapidly changing situations. adoption, drive usage of mobile-enabled activities and
Mobile operators have also worked with the public scale IoT solutions to drive enterprise digitisation. Against
sector, NGOs and other industries to address other the backdrop of the biggest public health, economic and
challenges, such as by delivering remote learning human development crisis of a generation, there has
solutions to address the global education crisis. never been a more important time to accelerate efforts
to unlock the power of connectivity.
GSMA Head Office
Floor 2
The Walbrook Building
25 Walbrook
London EC4N 8AF
United Kingdom

Tel: +44 (0)20 7356 0600

Fax: +44 (0)20 7356 0601

Copyright © 2021 GSM Association