Digital inclusion is a material topic
Digital inclusion
Access to digital services is a key driver of economic empowerment, education and financial inclusion across Africa.
At Airtel Africa, we are committed to expanding network coverage, increasing smartphone penetration, and ensuring that digital services are accessible and affordable for all. By investing in infrastructure, innovative payment solutions and strategic partnerships, we’re enabling millions to participate in the digital economy.
Our focus areas
Rural penetration
Increasing the penetration of mobile telephony in rural areas – a vital first step towards digital inclusion. For people to buy, use and understand their devices and digital services they must have access to local agents and support.
Affordable products
Ensuring we offer, and continue to develop, a range of attractive and affordable options for our customers.
Payment solutions
Expanding and developing convenient payment solutions for our customers so that they’re able to access digital services as and when they need to.
GRI framework
GRI 203-1 Infrastructure investments and services supported
GRI 203-2 Significant indirect economic impacts
Our approach to managing digital inclusion
We build digital inclusion in Africa by expanding network coverage, especially in rural areas, building a large network of agents, increasing smartphone penetration as well as expanding home broadband (HBB) in urban areas. Our work spans across our 14 markets, with cross-functional teams ensuring seamless access to digital and financial services for millions of customers.
Our digital and product teams drive the development of digital platforms such as MyAirtel app and Airtel Lite app. Marketing and customer experience teams lead digital literacy campaigns, equipping users with the knowledge to navigate the digital world. Sales and distribution teams facilitate last-mile activation, while technology and security teams implement improved authentication and fraud prevention measures.
Our work is guided by our digital inclusion strategy and our financial inclusion roadmap which is aligned to all regulatory requirements.
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Digital inclusion is the key to economic growth. It unlocks access to information, digital education, healthcare and financial services which, in turn, have the power to create employment and reduce poverty.
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Rohit Marwha
Chief marketing and sales officer
Governance
The management of digital inclusion at Airtel Africa is led by the chief marketing and sales officer, supported by cross-functional teams who oversee network expansion, customer engagement and financial inclusion. Our governance structure includes:
- Digital and product teams who are responsible for the ongoing development of digital platforms such as MyAirtel app and Airtel Lite app
- Marketing and customer experience teams drive awareness and education campaigns to promote digital literacy and financial inclusion
- Sales and distribution teams expand retail outlets, train agents and facilitate last-mile activation of digital services
- Technology and security teams ensure a seamless and secure customer experience through enhanced authentication and fraud prevention measures
- Structured reporting and performance are monitored and reviewed regularly to assess progress and refine strategies.
Through this structured approach, we’re driving inclusive digital transformation across our markets.
Key performance indicators (KPIs)
73.4 million
data customers as of 31 March 2025
(+14.1% vs 2023/24)
72.2%
population covered in rural areas
(+9.1% vs 2023/24)
1.9 million
recharge selling outlets
(1.9 million in 2023/24)
44.8%
smartphone penetration
(+4.3% vs 2023/24)
Progress update against our targets in 2024/25
We’ve made significant progress in increasing digital inclusion in our markets during this reporting year. As of 31 March 2025, smartphone penetration has reached 44.8% of our customer base – an improvement of 4.3% from the previous year. In Rwanda, our partnership with the government’s ConnectRwanda 2.0 initiative, supported by a generous contribution by Reed Hastings, co-founder and Chairman of Netflix, in 2023, has led to a further advancement of the programme: thousands affordable 4G-enabled smartphones were distributed to the Rwandans with Airtel SIM-cards and tailored data packages to accelerate transition into the digital world and improve digital literacy. In 2024/25 we achieved more than 95% 4G coverage in Rwanda. Furthermore, smartphone penetration has increased from 33.7% to 51.9% in line with the government’s national digital transformation programme. Similarly, in the DRC, smartphone penetration increased by 7.2%, demonstrating strong uptake in our key markets.
We’ve also improved rural penetration. Over 41% of our new customers this year came from rural areas. We expanded our multi-brand agent network in rural areas from 400,000 in the previous reporting year to over 550,000 as of 31 March 2025, ensuring easier access to mobile services. Our rural customer-activating outlets also grew significantly, reaching 156,000 outlets as of 31 March 2025 – an increase from 140,000 in the previous year. This growth contributed to an 11% increase in our rural customer base, while our multi-brand agent network in rural areas grew by 40% in 2024/25.
In addition to expanding digital access, we’ve intensified our digital literacy efforts. Through 'always-on' educational campaigns, we provide customers with ‘how-to’ tutorials, secure payment guidance and data management tips. These empower our users and drive informed and inclusive digital participation.
We remain focused on expanding our rural footprint and accelerating smartphone adoption. Our commitment to innovative solutions, strategic partnerships and customer engagement will remain central to our mission of transforming lives through digital inclusion across Africa.
Data customers
Smartphone penetration
Target timeline
Home broadband (HBB) penetration
Target timeline
Percentage of people in rural locations who can access our network
Target timeline
Digital inclusion in action
Transforming home broadband (HBB) through smart routers and unlimited data
Access to affordable, reliable internet is a cornerstone of financial and digital inclusion – and this year, Airtel Nigeria took a significant step forward by launching its smart hub HBB solution. Introduced in May 2024, the Android-based wireless HBB routers have brought fixed wireless broadband connectivity to thousands of households, many for the first time. This initiative is helping to close Nigeria’s digital divide, especially in urban and semi-urban communities where infrastructure gaps persist.
By enabling multiple users to connect from a single device, families can now access educational content, employment platforms and essential services – all from home. The routers also convert standard televisions into smart TVs, offering greater access to learning and information. All HBB routers have a battery back-up UPS that have transformed availability of digital services against a backdrop of unreliable electricity supply in several markets.
To date, we launched HBB in all 14 markets. It’s making significant progress transforming the lives of individuals, families and entrepreneurs while facilitating online education, enabling online businesses and skill development, unlocking access to a global marketplace and supporting innovation. This innovative product contributed to improved HBB penetration which stands at 0.7% as of 31 March 2025, increase by 0.14% since past year – this was driven by 28% customer growth against 3% household growth over the same period.
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Our reliable, uninterrupted, high-speed connectivity allows customers to access education, healthcare and to work remotely which accelerates economic growth and fosters social inclusion.
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Eustace Mbogo
Head of home broadband
Digital inclusion in action
Tuning in: Airtel Seychelles and SBC bridge the digital gap
In December 2024, as part of our ongoing relationship, Airtel Seychelles and the Seychelles Broadcasting Corporation (SBC) launched a landmark initiative to make local radio and podcasts more accessible than ever to communities. Through the SBC Radio app, Airtel Seychelle customers can now stream Radyo Sesel, Paradise FM and other on-demand content without using their mobile data. Airtel Seychelles provides each customer with 50MB of free daily usage under this zero-rated service, turning smartphones into ‘portable radios’.
This partnership serves an important purpose following the shutdown of Radyo Sesel’s AM service. By combining connectivity from Airtel Seychelles with SBC’s public broadcasting mission, the initiative ensures communities – both urban and remote – stay informed and engaged. Listeners can interact with live shows, send messages and access news wherever they are at no extra cost. As Airtel Africa continues to expand digital inclusion across the continent, this collaboration demonstrates the power of local partnerships to create real impact.
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As Airtel continues to expand digital inclusion across Africa, this collaboration serves as a benchmark for the power of local partnerships to create real impact.
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Eddy Kapuku
Managing director, Airtel Seychelles