The digital economy is now a major engine of growth for many African nations. This ongoing transformation is creating opportunities for various players to emerge. The Democratic Republic of Congo, in particular, still holds considerable potential for expansion in this sector.

Orange Group officially commenced construction of its future headquarters in the Democratic Republic of Congo (DRC) on Wednesday, April 16, 2025, in a ceremony attended by Augustin Kibassa Maliba, the nation's Minister of Posts, Telecommunications, and the Digital Economy. The move underscores the telecom operator's commitment to a market brimming with potential. This significant investment reflects the company's confidence in the DRC's economic and digital prospects, despite a business climate often perceived as intricate.

The planned eight-story Orange DRC headquarters, a 10,000-square-meter edifice, will rise in Kinshasa on Avenue des Huileries, directly across from the Martyrs of Pentecost Stadium in the Lingwala district. “The construction of this headquarters goes beyond just a building; it represents a major step forward for the technological development of the DRC. I hope this site will offer a modern, collaborative work environment that fosters innovation and the creation of new services to benefit the entire Congolese population,” said Minister Kibassa Maliba.

According to the latest figures from Congo’s Postal and Telecommunications Regulatory Authority (ARPTC), Orange is the country's second-largest operator with 18.5 million subscribers, trailing Vodacom's 22.5 million but ahead of Airtel and Africell. With a total of 62.2 million mobile phone subscribers, representing a mobile penetration rate of 65.8%, and 32.1 million mobile internet users, equating to an internet penetration rate of 33.8%, DRC presents a market with substantial untapped potential.

The Congolese government's active pursuit of digital transformation as a key driver of economic and social advancement further highlights the opportunities that Orange envisions within the nation. The company has considerable scope to establish itself as a leading player across various burgeoning sectors, including the expanding innovative startup ecosystem, the digitization of both public and private services, cloud computing, data storage solutions, and cybersecurity.

Mobile Money also stands out as a robust growth engine with significant promise for the telecom operator. With a current penetration rate of 26.7%, Orange possesses the potential to become a catalyst for greater financial inclusion. However, the company's ability to capitalize on these favorable projections hinges on the Congolese government's sustained commitment to nurturing the digital economy, particularly in areas such as regulatory frameworks, frequency spectrum allocation, infrastructure development, the issuance of new licenses, and improving access to mobile devices. Moreover, political and security stability within the country remains a critical factor.

The future Orange headquarters in the Democratic Republic of Congo is slated for completion and handover in October 2027.

By Muriel EDJO,

Editing by Sèna D. B. de Sodji

To further its goal of becoming a leading telecom operator throughout its African markets, Orange is increasing its efforts. The company is significantly investing in new technologies and prioritizing stronger customer relationships.

Orange Middle East and Africa (OMEA) deployed more than 10,000 employees across its 17 markets on Tuesday, April 15, in a widespread local customer service initiative. The operation, dubbed “My Customer, My Boss,” saw staff from all departments engaging directly with 15,000 customers in 120 towns and villages.

OMEA presented the effort as a significant step in the company’s management culture, inspired by a successful program in Sierra Leone. The initiative aims to empower every employee, regardless of their role, to contribute to customer satisfaction.

Brelotte Ba, Deputy CEO of Orange Middle East and Africa, underscored the importance of the initiative, stating, “Customer experience is everyone’s business. Every employee, without exception, is committed to meeting our customers’ expectations with excellence. With My Customer, My Boss, we are demonstrating that our commitment to service is collective, concrete, and forward-looking by organizing, for the first time on a continental scale, a collective mobilization of this magnitude.”

To streamline data collection during the outreach, Gofiled, a startup from the Orange Digital Center in Tunisia, developed a mobile application. OMEA highlighted this collaboration as an example of its commitment to integrating local innovation, social impact, and economic performance. The data gathered from individual customers, businesses, Orange Money users, and partners will be analyzed and used to drive concrete actions identified during internal hackathons in each country. These efforts are geared towards developing solutions that enhance the customer experience.

The focus on service quality and customer experience comes as competition in Africa’s telecom market has intensified over the past three decades. With telecom operators now closely matched in areas such as network coverage, new technologies, service offerings, and pricing, customer sentiment has become a critical factor in customer retention.

According to an analytical note from the international strategy consulting firm McKinsey & Company, customer experience is currently “the key differentiator for creating value in telecommunications. Our research shows that 73% of senior telecom executives consider it a top priority.”

OMEA stated that this large-scale mobilization of staff for local customer service missions “is set to become an annual event. It is part of a continuous improvement approach to customer experience, aimed at assessing satisfaction, understanding expectations, and continuing to improve the services offered to them.”