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  • 2017 Corporate Responsibility Report
2017 Corporate Responsibility Report

T-Mobile USA

Progress

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Awards and Memberships

We received the following national awards in 2017:

Business Wireless Customer Satisfaction Study
2017 – “Highest in Customer Satisfaction with Business Wireless Services”

J.D. Power awarded T-Mobile “Highest in Business Customer Satisfaction with Very Small, Small/Midsize, and Large Enterprise Wireless Service” outperforming the competition.

T-Mobile achieves the highest score in five categories:

  • Cost of Service
  • Offerings and Promotions
  • Sales Representative and Account Executive
  • Billing
  • Customer Service

100 score on the Disability Equality Index (DEI), making T-Mobile a Best Place to Work for Disability Inclusion.

Recognized Winner’s Circle Finalist for LEAD2017 – Recognizing Excellence in Leadership Development Category: Best Use of Social Collaboration and Knowledge Sharing for Magenta

Named a Best Place to Work for LGBT Equality by Human Rights Campaign (2017, fourth year consecutive win)

Given award designation for top 100 Military Friendly Employer by Military Friendly® (2017, ten-year non-consecutive win)

Recognized as one of the World’s Most Ethical Companies by the Ethisphere Institute (2017, ninth year consecutive win)

We received the following local awards in 2017:

New Mexico
Received Gold (Top Level Award) Family Friendly Business in New Mexico

Named a Top Workplace for Large Companies, ranked No. 2 in New Mexico (2017, five-year consecutive win)

Recognized as a New Mexico Patriotic Employer by New Mexico Employee Support of the Guard and Reserve (2017, five-year consecutive win)

Named a Best Place to Work in New Mexico by the Albuquerque Business First publication in the Very Large Company category, ranked #1. (2017, seven-year non-consecutive win, second consecutive 1st place award)

T-Mobile is a member of the Global e-Sustainability Initiative img (GeSI img) and takes part in the Cellular Telecommunication and Internet Association (CTIA) Green Working Group, which includes efforts to encourage recycling of devices and accessories.

Corporate Volunteering Activities

Huddle Up volunteer program
Since 2005, T-Mobile’s Huddle Up volunteer program has connected kids with positive people, places and programs through employee service events with after-school partners in communities across the country. Over 16,500 T-Mobile volunteers have touched the lives of more than 78,000 young people across the country, giving 127,000 hours of service renovating after-school facilities nationwide. These major projects bring together large teams of employees to transform these facilities into great places for kids to learn and grow. The final touch to each project is a ‘Huddle Up Zone’—a space equipped with cutting-edge tech for the kids.

In 2017, we added a new dimension to our large-scale Huddle Up events by introducing a team-driven volunteer grants program. This new program encourages T-Mobile employees nationwide to self-organize in small teams to support young people through service projects. These teams apply to T-Mobile Foundation for a USD 5,000 grant to support their youth projects. Since launching this program in March, we awarded USD 200,000 in grants to 40 community projects benefitting youth. Here are some examples of this program in action:

  • Five volunteers from T-Mobile’s Richmond Call Center built out facilities at Change the World RVA, a teen homeless shelter serving the more than 1,800 homeless teens in the Richmond Public Schools. This new space is for youth to “shop” for new clothes, a significant need among youth living on the streets.
  • A team from our MetroPCS retail store in Buffalo, NY established Metro Homework Helpers, a mentorship program supporting students at the Depew Boys & Girls Club. Thirty students weekly will benefit from time and technology provided by MetroPCS employees.
  • Thirty volunteers from T-Mobile’s retail and engineering teams in Flint, MI supported Keep Growing Detroit, an urban farm that helps nearly 20,000 low-income youth and families grow their own food and feed the community with home-grown fruit and vegetables.

Generation T Career Exploration: Also new in 2017 is Generation T and Metro Generation, T-Mobile and Metro PCS’s youth career exploration programs.  This community outreach/youth development initiative is designed to engage T-Mobile and MetroPCS retail, call center, engineering and headquarter employees in sharing career insights and advice with Boys & Girls Club and After School All Stars teens in their local communities. The program seeks to increase job visibility and readiness with youth, and inspire them to think about next steps toward career success by inviting them into T-Mobile locations to experience a ‘day in the life’ of T-Mobile/MetroPCS. 

The objectives of the program are to:

  • Give youth hands-on exposure to technology, sales and care job roles through job shadowing
  • Build youth’s confidence in their abilities to achieve success in a real-world work environment
  • Improve youth motivation and performance in school as a means to career success

More than 70 pilots were conducted in 2017 with 565 T-Mobile/MetroPCS employees nationwide engaging over 1,300 youth in career exploration activities. The pilot sites hosted 10-50 teens for 90-minute visits. Our staff provided a tour of our facility and an update on the latest mobile technology, a discussion of our business and work responsibilities, and some hands-on engagement with STEM img, customers or job role discussions with employees. We will expand the program nationally in 2018.

Community Days of Service We also participate in community-wide service events across the country. On Martin Luther King Day 2017, our teams in Philadelphia, Washington DC and New York City came out in force to support City Year school rejuvenation projects in low-income communities. Over 150 employees painted murals, updated furniture, and planted gardens to make inviting spaces for kids to play, learn and grow. As part of United Way’s Day of Caring on 15 September 2017, 100 T-Mobile employees joined thousands of volunteers across Seattle. They dedicated their time to make-over a Boys & Girls Club in Ballard to make it an inspiring, fun after-school facility for youth.

Diversity & Inclusion issues are another key focus of our volunteer efforts. Each of our six diversity & inclusion employee networks partner with a community organization to provide service to our communities. These partnerships include:

  • Access for Disabilities Network: Special Olympics
  • Pride & Allies Network (LGBTQ): GLSEN
  • Military Honor & Support Network: The Mission Continues
  • Multi-Generational Network: Year Up
  • Multi-Cultural Network: YWCA Stand Against Racism Campaign
  • Women’s Leadership Network: YWCA Week Against Violence Campaign

Examples of our networks in action:

  • Each spring, hundreds of high-fiving, fist-bumping T-Mobile employees lay on the Un-carrier spirit to make sure the 3,000 Special Olympics athletes at the Tacoma, Washington opening ceremonies feel important, honored and inspired. Our Access for Disabilities network is part of our Diversity & Inclusion program and partnered with the T-Mobile Foundation to sponsor the Special Olympics events and create an exciting, high-energy environment to inspire the athletes to excel. Several other T-Mobile call centers across the country also came out in force to celebrate people with disabilities and cheer athletes across the finish lines.
  • On 11 November, over 100 Military Honors & Support Community members from across the country hit the streets of New York City representing TMUS and honoring our Veterans at the biggest Veteran’s Day Parade in the country.

Handset recycling

T-Mobile USA’s device recycling program mobilizes customers to help reduce environmental and human health impacts from improper recycling. This program also increases access to quality reusable and refurbished equipment for those who need it, while conserving our limited natural resources.

Any wireless consumer can bring any make, model or carrier phone, battery, accessory, tablet or netbook into any T-Mobile USA location to be recycled for free. Through the JUMP! and Mobilize programs, T-Mobile USA incentivizes its customers to trade in their used devices and accessories for great deals on the latest technology. Those trade-ins are all reused, refurbished or recycled.

In 2017, T-Mobile sponsored a special holiday recycling campaign to encourage customers to bring in their used devices to T-Mobile. T-Mobile matched the recycled value of each device, and donated USD 1,000,000 from the campaign to Feeding America and Team Rubicon to support their hunger relief and disaster response initiatives.

T-Mobile USA launched the recycling program for its customers in 2008, resulting in over 14.4 million devices being reused or resold since then. 87% of the devices that are taken back are reused or resold, with the rest being responsibly recycled by providers selected on the basis of their leading industry environmental certification.

In 2017, T-Mobile USA collected 4,130,582 used cell phones.

TMUS Energy Strategy

T-Mobile’s cross-functional energy team representing retail, corporate real estate, critical facilities, network engineering, procurement and sustainability meets several times annually to raise the profile of energy efficiency across the business. T-Mobile submitted its second Carbon Disclosure report in 2017.

Our key energy metrics, energy and carbon intensity both saw strong improvements in 2017:

  • Our energy intensity KPI img decreased from 549 to 430 kWh per terabyte.  
  • Our carbon intensity KPI decreased from 260 to 192 kg C02 per terabyte. 

These improvements largely resulted from a 67% increase in data traffic while only experiencing a 17% increase in energy usage. Efficiencies in our equipment allowed for greater traffic loads without requiring an equal increase in energy consumption.

Our Renewable Energy Commitment: In 2017, T-Mobile made a commitment to move toward 100% renewable energy usage by 2021. Early in the year, we made the largest wind-power investment ever by a U.S. wireless company, buying up to 160 MW of renewable energy credits from the Red Dirt wind power project in Oklahoma. A second investment in the new Solomon Forks Wind Project in Kansas is underway. 

The combined production of the Red Dirt Wind Power and the Solomon Forks Wind Project is a total contracted capacity of 320 MW, the largest amount held by any US wireless company and a landmark holding in the world of wind energy.

These 12 and 15-year clean energy contracts will reduce T-Mobile’s operating CO2 emissions across our US retail stores, call centers, and network operations by 60 percent over the next two years.

Energy Efficiency Projects: Our energy team researches and designs innovative ways to boost efficiency and cut energy across our entire business. Here are some ways we are optimizing the operation of our network:

  • Over the past 5 years, the data carried by our network has surged by a factor of 2,358%. But, by leading the way in rolling out the most advanced technologies, our energy consumption has declined.
  • By developing and deploying the latest technology, our 4G LTE network runs on just 25% the energy used by 3G img networks.
  • We continue to expand our capacity through the re-farming of existing spectrum and implementation of new technologies including Voice over LTE ("VoLTE"), Carrier Aggregation, MIMO, and 256 Quadrature Amplitude Modulation ("QAM").
  • We are rapidly deploying low band spectrum to increase our service areas, improve in-building penetration, and to supplement existing coverage areas for our customers all while increasing the efficiency of our network.
  • We’re making improvements in cellular tower efficiency through a reduction in the consumption of propane and diesel to power our radio cells and positive changes in the mix of energy sources in grid-supplied electricity.
  • We have implemented more efficient technologies to reduce the demands of heating and cooling our cellular equipment.
  • Our data center teams have implemented many controls that allow us to operate much more efficiently while still meeting our customer needs. We have migrated the majority of our data center needs to a facility that is 100% hydro powered.

Employee Matching Gifts Program

T-Mobile’s Employee Matching Gifts Program amplifies employee good works and supports the causes they care about most. T-Mobile USA Foundation matches employees’ charitable donations to 501c3 charities − dollar for dollar − up to USD 2,000 per year, and employee volunteer time at USD 10 per hour – to thousands of eligible non-profits and schools. 

Since we launched the program in October of 2015, T-Mobile and its employees have donated over USD 6.3 million through our Matching Gifts program. 13,000 of our employees (25%) have participated, and we’ve matched 74,000 volunteer hours. We’ve supported 5,580 nonprofit organizations around the world.

In 2017 alone, employees donated USD 1,570,075, which the Foundation matched with USD 1,851,669. Employees also logged 31,822 volunteer hours, which were matched at USD 10 per hour with USD 318,225. The combined impact of T-Mobile Foundation and its employees was over USD 3.7 million in charitable donations.

A high point of our giving year came during the fall hurricane season, which was the worst in US history. Our employees gave over USD 250,000, which the Foundation matched 2:1 with USD 500,000 for a total of USD 750,000 to hurricane relief.

Digital Literacy Partnerships with Schools

In June of 2017, T-Mobile launched a new program to provide students across the nation with equal access to learning for academic success and build the digital skill set that will help them compete in today’s digital economy. This new program is called EmpowerED, and it’s a special education offering that provides wireless devices and service to schools in low-income communities. In the first six months of operation, this program provided over 13,000 devices and lines of service to help schools and students succeed. 

EmpowerED is a no-cost program for students and their families. All data plans include T-Mobile’s Web Guard CIPA compliant content filter that prevents access to adult content through three usage levels that include child, teen and young adult.  All school systems participating in EmpowerED receive planning, implementation and deployment support.

Corporate Donations & Fundraising

T-Mobile sponsored three main fundraising campaigns for charity in 2017 in partnership with our customers.

Hurricane Relief: 2017’s hurricane season topped records on all fronts as Hurricanes Maria, Harvey and Irma did catastrophic damage to communities in Texas, Florida and Puerto Rico. To support relief efforts in these areas, T-Mobile leveraged its partnership with Major League Baseball and pledged USD 10,000 to Team Rubicon for every postseason home run and an additional USD 1 every time consumers tweeted their support using #HR4HR. During the World Series, T-Mobile doubled that number to USD 20,000 for every home run and USD 2 for every fan tweet.

This hurricane fundraising campaign resulted in USD 2.78 million for Team Rubicon, a nonprofit organization that offers veterans a chance to continue their service by supporting those afflicted by disasters. Team Rubicon employs an innovative approach to delivering disaster relief by uniting the skills and experiences of military veterans to rapidly deploy emergency response teams.

Behind the scenes, T-Mobile teams across the country worked tirelessly to support hurricane relief and recovery efforts. In Puerto Rico, T-Mobile stepped in the moment it was possible to mobilize cargo planes and barges to deliver desperately-needed supplies, personnel and thousands of gallons of fuel to the island. Employees also pitched in on a personal level to donate funds and supplies and volunteered on the ground.
 
Giving Tuesday: As part of 28 November “Giving Tuesday” national charity fundraising day, T-Mobile empowered customers and employees to give back. Through our T-Mobile Tuesdays customer loyalty program, each customer received USD 2 from T-Mobile to give to their choice of nonprofit partners American Red Cross, Boys & Girls Clubs of America, Feeding America or Team Rubicon. In addition, each time consumers tweeted #GivingTWOgether on 28 November, T-Mobile donated another USD 2 to split among these charities. T-Mobile employees received USD 28 in their employee giving account which they could donate to any charity of their choice. Combined, these Giving Tuesday promotions resulted in USD 2 million to charity.

#GivingTWOgether Phone Drive:  To encourage consumers to recycle their old phones and tablets, T-Mobile sponsored a holiday recycling campaign during the month of December. T-Mobile matched the recycled value of customers’ devices and donated the proceeds to Feeding America and Team Rubicon , resulting in a total of USD 500,000 to each charity. To participate, customers stopped by their local T-Mobile store and dropped off their used mobile phone or tablet. Any and all phones and tablets were eligible for the program, and there was no limit to how many devices customers could recycle. 

Disaster Response

2017’s hurricane season topped records on all fronts as Hurricanes Maria, Harvey and Irma did catastrophic damage to communities in Texas, Florida and Puerto Rico. To support customers and maximize network availability, T-Mobile activated extensive preparation, response, and fundraising efforts.

  • Hurricane Preparation: Before any hurricane forecasted to make landfall in the US or its territories, T-Mobile sets up an engineering command center near the expected area of impact and deployed rapid-response teams to minimize potential interruptions to wireless service. In addition, T-Mobile’s Geo-Redundant Network Operation Centers (NOCs) closely managed network traffic and further coordinate any response to an event.
  • Free Texting & Calling: During the hurricanes and for weeks following, T-Mobile offered customers in affected areas the ability to call or text anywhere in the US for free. Customers in affected areas who were not on the T-Mobile ONE plan were also given unlimited data (T-Mobile ONE customers always have unlimited data). 
  • Text-based Fundraising: T-Mobile promoted ‘Text to Give’ mobile phone fundraising to help those impacted by the hurricanes. To participate, any consumer could donate USD 10 to the American Red Cross for Hurricane disaster relief efforts by texting short codes to 90999. Several other nonprofit hurricane relief text-to-give options were also included.
  • Recovery Efforts: Once recovery efforts began, T-Mobile deployed equipment, supplies and disaster experts to all affected areas in all three disasters. Emergency equipment included portable generators, fuel trucks, Cell On Wheels (COWs), Cells on Light Trucks (CoLTS), fuel and diesel trucks and other vehicles.
  • Puerto Rico Response: Puerto Rico was especially hard hit by Hurricane Maria, and lacked the infrastructure and resources of the US mainland. Our immediate support to the island included a dozen cargo planes and multiple barges packed full of supplies and equipment, trucks, cells-on-wheels, cells-on-light-trucks and hundreds of portable generators. T-Mobile provided the Federal Aviation Administration a large generator to help keep the San Juan airport open allowing for the delivery of life-saving supplies. We sent hundreds of emergency and disaster relief experts specializing in the restoration of communications networks to the island.
  • Innovative Approaches to Service Restoration: T-Mobile also used several innovative technology approaches to restore service. One of the solutions was Project Loon, an experimental system that our engineering experts worked on with the team at X, Alphabet’s Moonshot factory. This balloon-based LTE access allowed us to deliver more limited data and texting services to customers in hard to reach areas. Another example is our partnership with Vanu, which deployed several self-contained portable cellular network units that provide voice, data and text capabilities in some of the hardest hit areas.

Key facts at a glance

Markets, business Areas and market share   T-Mobile USA is active in the U.S. market and in Puerto Rico.
T-Mobile USA is the third largest mobile provider in the United States (in terms of revenue and customer numbers).
Number of customers   Over 70.7 million
Number of employees   51,000
Shareholding of Deutsche Telekom AG since   2001
Please refer to the internet for further information   As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. Our advanced nationwide 4G LTE network delivers outstanding wireless experiences to 70.7 million customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.com.