数字包容的商业必要性：报告和参与指南

Reporting and Engagement Guide The GSMA is a global organisation which isunifying the mobile ecosystem to discover,develop and deliver innovation foundationalto positive business environments and societalchange. Our vision is to unlock the full powerof connectivity so that people, industry andsociety thrive. Representing mobile operatorsand organisations across the mobile ecosystemand adjacent industries, the GSMA deliversfor its members across three broad pillars:Connectivity for Good, Industry Servicesand Solutions, and Outreach. This activityincludes advancing policy, tackling today’sbiggest societal challenges, underpinning thetechnology and interoperability that makemobile work and providing the world’s largestplatform to convene the mobile ecosystem atthe MWC and M360 series of events. Radicle Development is a research, evaluation,strategy and learning design consultancy workingglobally from its base in the central United States.The consultancy fosters emergent thinking,grounds decisions in data and tells storiesthat drive impact. Our clients and partners aremission-driven organisations and businessesworking at the leading edge of complex systemsand social change. www.radicledevelopment.co We invite you to find out more at gsma.com Follow the GSMA on X: @GSMA Steering Committeeand key informants The project’s Steering Committee and industrykey informants are gratefully acknowledgedfor providing ideas, input and feedback: Project Steering CommitteeMobile Network Operator Representation Table of Contents About this Guide I.IIntroduction03I.IIKey terms and definitions05I.IIIHow to use this guide06 Part 1Digital inclusion and the future of the mobile industry 1.1Defining digital inclusion101.2The business case for digital inclusion181.3Maturing digital inclusion281.4Making evidence-based choices about digital inclusion investments for social impact38 Part 2Measurement and Evaluation 2.1Why evaluating digital inclusion outcomes is essential462.2Evaluating digital inclusion investments for social impact502.3Methods for evaluating social impact612.4Evaluating digital inclusion investments for business impact69 Part 3Reporting and Communicating 3.1Structuring digital inclusion reports783.2Reporting for compliance843.3Reporting for engagement87 Appendix Appendix C:Stakeholder Personas – Developing Targeted Messaging94Appendix A:Glossary of KeyTerms92Appendix B:Digital SkillsRubric93 List of Figures Figure 1.Global mobile internet connectivity 2015–20243Figure 2.Relationships between digital inclusion’s multiple dimensions14Figure 3.Benefits of digital inclusion in business18Figure 4.Digital inclusion maturity curve28Figure 5.Driving buy-in and engagement for digital inclusion33Figure 6.Three digital inclusion design questions38Figure 7.Mapping digital inclusion to example social outcomes41Figure 8.Internal and external digital inclusion data collection and use48Figure 9.Data and evaluation practices along the digital inclusion maturity curve52Figure 10.High-level customer journey increase in skills69Figure 11.High-level customer journey – increase in supportive environment70Figure 12.Mapping business KPIs with a layered value approach across domains70Figure 13.Narratives for digital inclusion storytelling: Close the gap or bridge the divide88Figure 14.Narratives for digital inclusion storytelling: Expanding the Circle88Figure 15.Narratives for digital inclusion storytelling: Growth journey89Figure 16.Narratives for digital inclusion storytelling: Connecting social benefit and good business89 List of Tables Table 1.Examples of potential digital inclusion investments and interventions by dimension13Table 2.Mindsets along the transformative journey of digital inclusion28Table 3.Digital inclusion internal and external stakeholders33Table 4.Sample logic model for digital literacy programme49Table 5.Foundational social indicators recommended for digital inclusion52Table 6.Intermediate social indicators recommended for digital inclusion53Table 7.Advanced social indicators recommended for digital inclusion56Table 8.Stakeholder analysis for common digital inclusion stakeholders79Table 9.Suggested report structure79Table 10.Mapping recommended indicators to common ESG reporting standards84Table 11.Mapping digital inclusion topic policy presence to common ESG reporting standards85Table 12.Key differences between reports by purpose87 About thisguide I.IIntroductionI.IIKey terms and definitionsI.IIIHow to use this guide I.I Introduction The GSMAESG Metrics for Mobileprovides anESG reporting framework that highlights digitalinclusion as a key subdomain for the industry andintroduces three common metrics in an effortto increase transparency, standardisation anddecision-making. TheESG Metrics for MobileBenchmarking 2024reveals wide adoption ofthese metrics and demonstrates the industry’scommitment to sustainability leadership. Withina rapidly transforming digital landscape, digitalinclusion is becom