Worldline - 2019 Universal Registration Document

EXTRA-FINANCIAL STATEMENT OF PERFORMANCE Building customer trust with reliable, secured, innovative and sustainable solutions

Building customer trust with reliable, secured, D.2 innovative and sustainable solutions

Meet customer expectations [GRI 102-43] [AO7] D.2.1

In a fast-changing environment, Worldline must be able to Worldline has identified four significant gross extra-financial adapt to meet the expectations of key market players with risks. This chapter is structured according to these risks and whom the Company generates a significant portion of its presents mitigation measures for each in order to take full revenues. This is why Worldline pays particular attention to advantage of the opportunities related to these risks. customer satisfaction. With regard to business challenges,

Business risk

Risk description

Worldline action plan

Related opportunities

Main monitoring KPIs

Sustainable innovation For more details, refer to this document, Sections D.2.2 and F.

In order for innovation to be sustainable in Worldline’s business, the Company must continuously deliver new secured and useful solutions in different fields of expertise (energy efficiency, traceability, etc.). In addition, it must ensure these solutions are produced in a sustainable way. Cyber-crime has become increasingly sophisticated in recent years. To deliver highly available services to its customers and maintain a high level of trust, Worldline must guarantee the security of its internal and external business processes. The digital sector faces growing challenges in terms of data privacy. To implement compliant and secured services, Worldline must ensure a high level of data protection and work hand in hand with researchers to develop solutions. Key topic: customer data protection

Reinforcing value for customers and society through sustainable and innovative solutions is a key challenge. That is why the Company has implemented several actions to make its innovation as much useful as eco-friendly and accessible. To avoid or minimize the impact of security incidents, Worldline’s security organization has defined a set of Global Security and Safety policies and guidelines, maintains a high coverage of ISO 27001 security certification and has implemented business Continuity Procedures. To ensure the highest level of data protection, Worldline has implemented a comprehensive data protection approach, which was reinforced with the application of the GDPR European Regulation.

Sustainable digital transformation and business reinvention

WL8 Customer ●

innovation sessions delivered by Worldline for customers

TRUST 2020 AO7 ● Revenue of

“sustainability offering”

D

System security, reliability & continuity For more details, refer to this document, Sections D.2.3 and F.

Cyber and advanced security offering

TRUST 2020 WL1 ●

Services availability rate

TRUST 2020 Incident ● responses compliant with Worldline security policy

Data protection For more details, refer to this document, Sections D.2.4 and F.

Operational excellence/Reputation resilience/Legal & internal control mechanisms/Trust & compliance throughout the value chain

TRUST 2020 ● Compliance Assessment of Data Processing for relevant services AO3 WL3 Data Security ● incidents

101 Universal Registration Document 2019

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