The basis of business transformation is a superior customer experience.

The goal is to lead the telecom market by improving the customer experience:

• leading the quality of the last mile in the B2C market;
• growth to the status of the leading Operator by the customer experience in B2C and B2X segments;
• protection of leading positions on the broadband Internet access and TV market;
• strengthening leading positions on B2X market;
• confident growth in the ICT segment and selected new lines of business.

First of all, SDD Jaqyn (“we are near”) reveals the main value of Kazakhtelecom JSC — trusting relationships with customers. Since 1994, the Company has been connecting the hearts of relatives and friends across thousands of kilometers, delivering communications and telecommunications equipment to the most remote regions of our country. Clients are the priority of the Company. SDD’s goal is to lead the telecommunications market by improving the customer experience.

Focusing on the internal customer and improving their experience is the basis for the success of the Company.

The goal is success by improving the employee experience:

• leading employer brand;
• increasing the level of digital maturity of employees and teams.

Unity in a changing environment and understanding of the goals determined the priorities of the strategic direction of Birlik. Orientation to the internal customer, improvement of his experience and satisfaction is the basis for the success of the Company, which proves the increased importance of the development of Birlik SDD. The aim of this direction is success by improving the experience of the employee.

Five main assumptions, consequences and challenges were identified:

• it is the need for new approaches in HR processes from an “employee-centered” position that defines the challenge of refocusing HR work through the lens of Employee Experience, i.e., creating a better employee experience;
• global demands suggest that the HR function will continue to transform itself into a digital function. Services must become more automated, open, transparent and understandable. Every employee must have access to digital services EX;
• creating a customer-centric structure in which each internal customer takes care of an external customer while doing their job;
• every employee must be proficient working with data products. There is a prerequisite for such a challenge in the growing requirements for DDDM skills on a mandatory basis, i.e., data-driven decisions;
• along with this, the growing need for new competencies has defined the challenge for EX as attracting, engaging and supporting the best specialists, and their continuous development.

In response to the challenges before HR, JRun Strategy has the following goals:

• become a leading brand among employers;
• increase the level of digital maturity of employees and the entire team.

Use the full potential of data, modernization of IT infrastructure, information security, the transition to a microservice IT architecture and the creation of Multicloud environment to realize business goals and gain competitive advantage.

The goal is the engine of economic growth and competitive innovation:

• managing data as an asset;
• transition of network and IT infrastructure to the cloud;
• digital business transformation.

Kazakhtelecom JSC is always the first, always one step ahead. The Company is stepping confidently into the future by changing, transforming and applying modern approach to business and technology management.

This strategic direction consists in digital transformation of the core business and network, as well as in monetization of the unique market position by applying new digital business models and partnerships.

The main activities included in the SDD:

• managing data as an asset;
• transition of network and IT infrastructure to the cloud;
• digital transformation of business.

The main indicators that are expected to be achieved as a result of the implementation of this direction:

• data monetization;
• 99.9% — availability of IT platforms and digital sales channels;
• ISO/IEC 20000 certification;
• ISO/IEC 27001 certification;
• fault tolerance of IT systems;
• flexible scalability of digital services;
• leaving Vendor lock-in;
• infrastructure unification;
• reduction of time-to-market of digital services;
• reducing the cost of scaling;
• the possibility of providing digital and cloud services IaaS / PaaS;
• entry into new markets.

Network modernization and operational efficiency improvement.

The goal is first-class business management, technical modernization of infrastructure and the transition to low-carbon development as a priority direction of the Strategy of Kazakhtelecom JSC through resource saving and energy efficiency tools:

• creating conditions for the transition to a gigabit Society (synergy with business divisions);
• meeting customer expectations in terms of access speed (reasonable resource allocation);
• operattional efficiency at the level of industry leaders (optimal performance management);
• creation of a Tower Operator (leveraging unique skills);
• Supply chain automation and digitalization of SSC processes (improving the efficiency of supporting functions);
• achievement of ESG goals;
• the possibility of obtaining technical specifications in an online format and tracking the status of the application in your personal account in real time 24/7. Terms of issue of technical specifications (from 10 to 15 days). Reducing litigation by half over the use of cable duct infrastructure;
• gender equality: maintaining the share of women in leadership at the level of 35% by 2027;
• annual support for no more than 2 thousand children of different ages in IT education.