Groupe La Poste // CSR REPORT 2022

Asserting itself as a major player in digital inclusion 4 FOSTERING ETHICAL, INCLUSIVE AND FRUGAL DIGITAL SERVICES ■

4.3 ASSERTING ITSELF AS A MAJOR PLAYER IN DIGITAL INCLUSION

The fight against the digital divide is an important societal issue and a fundamental tool in the fight against insecurity and exclusion. Building on its regional coverage and its status as a trusted third party, La Poste conducts innovative initiatives to promote the accessibility and use of digital services by everyone nationwide. In

this way, it contributes to the emergence of an inclusive digital society, the modernisation of public service activities and the simplification of the use of public services by citizens. As such, La Poste Groupe deploys action plans for each stage of the digital inclusion value chain:

Facilitate access to equipment

Facilitate access to uses

Assist Support

Train and certify

Detect

- Detect - Assess the level of skills - Guide

- Help take the first steps - Train - Certify skills

- Equip retail outlets - Equip beneficiaries

- Assist people in their digital uses

- Make digital tools and applications accessible

Expected benefits: ■ For the regions: with regard to elected representatives and local public authorities, La Poste is a major player in local public policies to combat digital illiteracy. ■ For La Poste : the France Services Digital Advisors and First Digital Step programmes reinforce the autonomy of La Poste’s customers, particularly with regard to the use of La Banque Postale online. ■ For La Poste employees: employees recruited as digital advisors complete a diploma course in digital space management and thus develop their employability within the group . La Banque Postale has set up a digital banking inclusion plan with the support of the social start-up WeTechCare. This programme aims to identify customers who are unfamiliar with digital tools, provide them with the necessary support in the post office and direct them to the most suitable digital caregiver near the post office via a specific training workshop (2,500 customers trained in 2022). The mobilisation of France Services-certified spaces is also part of the system to assist and support people excluded from digital technology: ■ more than 300,000 people were assisted in their online administrative procedures in 2022 by the customer service managers of the 402 France Services-certified spaces located mainly in rural areas; ■ depending on the level of digital autonomy of each customer, the France Services agent supports them in browsing institutional sites, finding information relating to their file, carrying out online procedures, using the video conferencing service, etc. The employees of the France Services spaces also assist and support people excluded from digital technology.

Thirteen million French people currently experience difficulty with digital services; half of them have no access to digital services and have no Internet, while others use it only rarely. Thanks to its regional network, La Poste is able to massively detect people experiencing digital illiteracy and offer them solutions adapted to their needs. La Poste, now a “company with a mission”, is committed to promoting ethical, frugal and inclusive digital services: the fight against digital illiteracy is at the heart of its societal commitments. Digital inclusion is an integral part of the “La Poste 2030, committed for you” strategic plan, with the aim of supporting and facilitating the digital uses of one million citizens in a situation of digital illiteracy per year by 2030. La Poste is already a major player in the fight against digital illiteracy in France. To strengthen its commitments in this area, La Poste has been implementing two dedicated digital inclusion programmes since 2022: the France Services digital advisor programme and the First Digital Step programme. The target is to train 100,000 customers in basic digital uses by the end of 2023. ■ In 2022, 93 postal digital advisors were deployed in 57 departments selected by the French National Agency for Regional Cohesion (Agence nationale de la cohésion des territoires - ANCT). ■ In 2022, 25,700 citizens were trained in daily digital uses. The support provided to citizens is supplemented by certifying digital training courses ( i.e. CléA Numérique ) (1) . ■ By the end of 2023, 100 First Digital Step post offices will have an equipped and dedicated room to host digital training courses for audiences identified by La Poste and its partners.

(1) Interprofessional certification that recognises mastery of the fundamental uses of digital technology in a work environment.

CSR Report 2022/ LA POSTE GROUPE 67