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Navigating the Path of Responsible AI
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Navigating the Path of Responsible AI

The GSMA Responsible AI Maturity Roadmap

AI holds the promise of significantly transforming the world. However, this presents both opportunities and risks. As AI adoption accelerates, organisations and governments globally are evaluating how best to leverage this technology for the welfare of people and the planet. Given that it is crucial that AI is designed, developed and deployed with ethical considerations in mind.

To support this goal, the GSMA collaborated with a group of mobile operators, AI experts and influencers to co-create a comprehensive, actionable Responsible AI Maturity Roadmap. Depending on an organisation’s level of maturity, it provides clear steps that can be followed against each of the key dimensions involved when implementing responsible AI (RAI) across an organisation.


The roadmap provides a structured framework to assist operators in evaluating and enhancing their practices. It is supported by a digital tool that helps identify and address any gaps in existing processes, together with clear recommendations on possible improvements.

See who has already adopted the GSMA Responsible AI Roadmap here.

Aligning Responsible AI Maturity Levels with Organisational AI Ambition

The roadmap is relevant at any stage of AI adoption. Whether your organisation is just starting with AI, or is already adopting AI widely across its business, the roadmap will provide tailored guidance for the corresponding recommended level of RAI maturity. The organisation’s overall AI ambition defines the level of RAI maturity to be realised. The bigger the AI ambition an organisation has, the higher the level of Responsible AI maturity that should be implemented. The roadmap is relevant at any stage of AI adoption.

Ambitions are set organisation-wide, allowing individual use cases to be deployed at different scales (e.g. from pilots to full transformation).

Graph showing Responsible AI (RAI) maturity levels with organizational AI ambition on the y-axis. Areas labeled

Four Responsible AI Maturity Levels

The roadmap defines four levels of responsible AI maturity: Foundational, Evolving, Performing and Advanced. The maturity levels have been built to be factual, positively framed and incorporate the latest guidance and expert input.

Foundational

Initial awareness for RAI is established with four primary components in place

  1. Established AI principles
  2. Essential roles defined
  3. Basic registry/registries for tracking AI use cases established
  4. Established 3rd party basic RAI-specific criteria

Evolving


Presence of structured processes and early integration of RAI

Performing


RAI principles are integrated with robust processes and governance

Advanced


RAI practices are deeply embedded into the culture with proactive management

Five Responsible AI Dimensions

RAI maturity levels are defined across five core underlying dimensions. The five dimensions break down into 20 sub-dimensions in order to identify all the RAI components that need to be established.

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Vision
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Operating
Model

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Technical Controls

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Third-party Ecosystem

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Change Management and Communications
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Dimensions vs Maturity

This table shows required actions at the dimension level and for each maturity level.


Step-By-Step Guide

This guide outlines the steps companies can take to establish a foundational level of RAI maturity and offers practical recommendations on how to progress towards higher levels of maturity across the five dimensions.

Download

Best Practice Tools

In this guide, you will find supporting tools and recommendations to help companies progress on the GSMA Responsible AI Maturity Roadmap. Developed by mobile operators, each example covers a specific sub-dimension required to operate at the highest level of maturity. 

Download

RAI Roadmap Methodology

This comprehensive document offers insights into the development of the Roadmap, the importance of RAI and how to operationalise the GSMA Responsible AI Maturity Roadmap to help companies realise the full potential of their AI initiatives.

Download

Companies that have Adopted the GSMA Responsible AI Maturity Roadmap

 
The image shows the América Móvil logo. It features the company's name in lowercase blue letters. To the right, there is a globe icon with swirling blue and gray lines, resembling latitude and longitude lines. The background is white.
“

In América Movil our customers are the priority. We need to preserve our 360 vision to take the best care of them. That is why we are implementing AI tools and procedures to give them the best customer experience possible. We take care of their data, and ensure privacy and communication security, in compliance with all local and international regulations. América Movil will adopt the GSMA Roadmap and AI tools and procedures to maximize the efficiency of this powerful technology. It will help ensure the best, mature and responsible AI implementation for the benefit of our customers, and for the efficiency of the group, in all markets where we operate.

Daniel Hajj, CEO, America Movil
The image shows the Axiata logo. The word "axiata" is written in blue lowercase letters. To the right of the text are three overlapping geometric shapes in shades of orange, yellow, and pink, forming a triangular pattern. The background is white.
“

Axiata congratulates GSMA on spearheading the Responsible AI framework. In our capacity as an early adopter of Enterprise-wide AI at Scale, it has been a privilege to participate alongside industry peers in this foundational initiative led by the GSMA. We are confident that the RAI framework will drive ethical AI innovation along with the elevation of trust and integrity benchmarks across our industry.

Dr Hans Wijayasuriya, Group Executive Director and CEO of Telecomms Business, Axiata Group
The image displays the BT Group logo. The text "BT Group" is written in a bold, black font. Below the text is a series of short, colored lines in various colors, including pink, yellow, blue, teal, magenta, and black, against a white background.
“

AI has the potential for colleagues, customers and society to re-imagine everything – and when used responsibly, it can enable invaluable new ways to interact with the world. At BT Group, we increasingly see how it is helping our customers have the very best digital experience, whether that’s in how they run their business or in their connected life at home. 
 
While AI offers many benefits, we are also committed to it being used safely and responsibly. This framework is highly valuable in achieving that – offering additional checks to ensure that when we implement AI, it aligns with our ‘connect for good’ mantra. It not only offers an independent way to verify BT Group is taking the right approach, but also offers clear actions where to improve. 
 
I am confident that the GSMA AI Maturity Roadmap Building encourages us and our broader industry to aim high with AI and know what we have to do to maximise its potential in the right way.

Deepika Adusimilli, Chief Data and AI Officer, BT Group
Stylized red rope knot logo beside the text "UniCom" in black and red, all on a white background. The knot features symmetrical loops and creates a geometric pattern. The design conveys connectivity and precision.
“

AI is profoundly transforming human work and life. The RAI Maturity Roadmap launched by GSMA provides crucial guidance for the industry. As part of our integrated innovation strategy, China Unicom is advancing AI infrastructure development, technological innovation, business applications, and trustworthy AI governance. We are willing to share our AI-related insights and achievements with global partners, working together to foster a responsible AI ecosystem and drive sustainable development.

Liqian Hao, Senior Vice President and Board Representative, China Unicom
A blue logo consisting of the lowercase letters "d" and "u" connected within a rounded square border, all set against a white circular background.
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Artificial Intelligence is fueling breakthrough ideas and applications. Our AI solutions help to future-proof operating models and support business challenges, ensuring maximum value generation in AI adoption journey. We are committed at all times to conducting our business in an ethical, responsible, and sustainable manner; this is more so important when it comes to AI. As part of this we welcome the GSMA Responsible AI Maturity Roadmap that will help us further strengthen our work in implementing responsible AI into business as usual.

Saleem Alblooshi, Chief Technology Officer, Du
The image displays the logo of "etisalat and". The logo consists of a stylized lowercase "e" and ampersand "&" in bold red text, with the words "etisalat and" in lowercase red letters located below the logo. The background is white and circular.
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We are in one of the most seminal moments in modern history. AI has the potential to transform the world and create a real positive impact, but thoughtfully considered deployment is crucial. The Responsible AI Maturity Roadmap is a fundamental part of our AI journey, ensuring overall performance, reliability, and safety of our AI solutions.

Dena Almansoori, Group Chief AI and Data Officer, e&
A logo featuring a blue globe with various icons, including a mobile phone, envelope, and a hand, encircling it. To the right of the globe, the word "Globe" is written in blue text.
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Globe aims to leverage AI not only to enhance customer experience and drive innovation, but also to do so with integrity and trust—ensuring our commitment to responsible and ethical practices remains at the forefront of everything we do. Our collaboration with the GSMA on the Responsible AI Maturity Roadmap underscores this commitment, aligning us with partners who share our values as we drive innovation while staying accountable for ethical progress.

Anton Bonifacio, Chief AI Officer, Globe
The image shows the KPN logo, which consists of a green outline of a stylized shield next to the green letters "kpn" on a white background. The shield has a small crown inside it.
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Good AI governance allows us to drive innovation for our customers better, faster, and responsibly. With solid controls, we can accelerate with confidence.

Benji Coetzee, Chief Strategy and Growth Officer, KPN
Logo featuring the letters "k" and "t" in lowercase, styled with a modern, minimalist design. The "t" is partially overlaid with a curved red stripe, adding a dynamic touch. The overall color scheme is black with the red accent.
“

KT is pleased to adopt GSMA’s Responsible AI Maturity Roadmap. KT is currently in the process of internalizing Responsible AI practices that align with both local and global guidelines. In April 2024, we established the Responsible AI Center to develop internal processes and technical solutions in collaboration with external stakeholders. KT intends to gradually implement GSMA’s roadmap to position itself as a leader in Responsible AI within the telecommunications industry.

Soonmin Bae, Chief Responsible AI Officer, KT
A black circular logo with a white border. Inside the black circle, there is an oval outline in yellow. In the center of the oval, the letters "MTN" are written in yellow.
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As AI continues to transform industries, MTN is proud to adopt the GSMA Responsible AI Maturity Roadmap. This initiative enables us to advance innovative and trustworthy AI applications. MTN is committed to collaborating with partners and regulators to lead the industry in shaping a responsible AI future.

Chika Ekeji, Group Chief Strategy and Transformation Officer and Mazen Mroue, Group Chief Technology and Information Officer, MTN
A logo consisting of an orange square with the word "orange" written in lowercase white letters towards the bottom right. There is a small "TM" trademark symbol above the letter "E". The logo is centered within a white circular background.
“

Responsible AI is a collective topic linked with AI social impact. We really appreciated the possibility to share our experience and also learn from others in this GSMA working group. Today at Orange we are proud to use this roadmap as a guide in our further responsible ai action plan. It will help us to grow in maturity and engage also with our ecosystem.

Steve Jarrett, Chief AI Officer, Orange Group
Singtel logo featuring the word "Singtel" in black lowercase letters. Above the text is a curved line of six red dots in varying sizes, increasing from left to right. The logo appears on a white circular background.
“

As a leading digital services provider, the Singtel Group is committed to empowering people and businesses and creating a more sustainable future for all. To ensure AI is developed and used ethically and responsibly, we have collaborated with GSMA to develop the Responsible AI Maturity roadmap which provides the industry with a clear framework for action. This roadmap also guides our own efforts to enhance our responsible AI practices, so enterprises and consumers can benefit from the value creation potential of this next-generation technology safely.

William Woo, Group Chief Information Officer / Group Chief Digital Officer, Singtel
The image shows a purple logo with the letters "stc" in lowercase against a white circular background. The "c" character has a small purple square at its top right corner.
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At stc Group, embracing responsible AI is about leading with purpose—driving innovation that prioritizes ethics, transparency, and societal benefit. That’s why we are proud to contribute to the establishment of the GSMA Responsible AI Maturity Roadmap, working with our industry peers to establish ethical AI guidelines and assessment tools to evaluate AI models throughout their entire lifecycle.

Haithem M. AlFaraj, Group Chief Technology Officer, stc
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“

At Telecom Argentina, we are excited to join GSMA’s initiative to foster best practices in responsible AI. As part of the ICT and technology sectors, we see AI as a key enabler of progress and productivity, connecting people and improving lives. This commitment reflects our purpose: driving digital transformation with innovation, responsibility, and a focus on people. We are confident that responsible AI will help us build a sustainable and inclusive future, strengthening trust and creating value for everyone we serve.

Roberto Nobile, CEO, Telecom Argentina
The image displays the logo of Telefónica, a telecommunications company. The logo consists of a series of small black dots forming a stylized letter "T" alongside the company name "Telefónica" written in gray text. The background is white.
“

The speed with which AI has now become a central part of tech and telecoms operations demonstrates its power and undoubted value, but also the risks we must consider as an industry and the need to include ethics at the heart of AI to prevent its uncontrolled development. It is crucial for us all to ensure responsible guidelines for the use of AI are implemented now, and it is great to see the telecoms industry leading the way on this with the GSMA’s new roadmap.

José María Álvarez-Pallete López, GSMA Board Chair and Chairman & CEO, Telefónica
The image shows a magenta letter "T" centered on a white circular background.
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Telekom stands for trust. That’s why we develop innovative technologies responsibly. Back in 2018, we set ourselves self-imposed guidelines for artificial intelligence. With the RAI Maturity Roadmap, the GSMA is now providing companies with a practical model. We are proud that we have been able to contribute our expertise and many years of experience in the field of digital ethics. This tool creates comparability and helps beyond our industry to use AI correctly.

Claudia Nemat, Board Member for Technology and Innovation, Deutsche Telekom
A logo featuring a blue, three-pronged, abstract symbol on the left and the word "telenor" in lowercase black letters on the right, all centered within a white circular background.
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At Telenor, our AI-First Strategy is rooted in our mission to harness the full potential of AI to unlock new value for our customers, our company and employees, and the societies we serve. Underpinning our AI ambition is an unwavering focus on responsible AI, and our continued work to raise ethical standards with regards to AI development in an inclusive, safe, secure, and sustainable way. Telenor is proud to be a contributor and adopter of the GSMA Responsible AI Maturity Roadmap, and we welcome the roadmap as an important blueprint for driving industry-wide responsible AI adoption, best practices, and collaboration.

Amol Phadke, EVP and Group Chief Technology Officer, Telenor
Telia Company logo with a purple abstract spiral symbol to the left and the text "Telia Company" in purple to the right, set against a white circular background.
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We welcome the Responsible AI journey from GSMA as at Telia Company we believe that customer trust is a key factor when adopting AI technology. The Responsible AI maturity model enables us effectively to focus our efforts on AI adoption.

Ola Rembe, SVP, Head of Communication, Brand & Sustainability, Group Executive Management, Telia Company
A stylized logo consisting of a blue letter "T" with an orange oval shape partially overlapping it, set against a white circular background.
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Telstra is on a journey to become an AI-fuelled business to deliver positive outcomes for our customers, employees, and broader society. Central to this is our unwavering commitment to the responsible development and deployment of AI.

Our ongoing collaboration with GSMA is critical in the ethical advancement of this technology and we’re proud to have played a role in shaping the GSMA Responsible AI Maturity roadmap. The roadmap is a valuable and practical tool to get a pulse check on our own maturity and identify areas of focus, aligned to global standards and best practices. The potential of AI as a force for good is immense, but only if it is designed and deployed with integrity and accountability. That is why we are adopting the roadmap as part of our governance toolkit and urge other businesses to consider how they can also implement it.

Dayle Stevens, Executive Data and AI, Telstra
The image features the logo of TIM, an Italian telecommunications company. The logo comprises a stylized red 'E' to the left, resembling parallel horizontal lines, and the word "TIM" in blue capital letters to the right. The background is white.
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Artificial intelligence-based solutions, both to optimize internal processes and to provide new services to customers, are key for TLC operators. It is therefore crucial that the industry works within a shared framework. TIM joined the GSMA’s Responsible AI project to define a common approach for the development of solutions and products in line with the ethical principles needed to prevent risks, vulnerabilities and social impacts related to the use of AI, also through the use of shared assessment tools.

Claudio Ongaro, Chief Strategy & Business Development Officer, TIM
A logo with the word "true" written in bold, lowercase red letters centered within a white circle. The background is also white.
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Artificial Intelligence holds immense potential to transform lives and economies across Asia. At True Corporation, we are dedicated to harnessing this potential responsibly and ethically. By adopting the GSMA’s Responsible AI Roadmap, we commit to upholding the highest international standards, ensuring AI’s benefits are realized safely and equitably.


Sharad Mehrotra, Deputy CEO, True Corporation
A circular logo with a yellow icon resembling a simplified abstract figure and the text "TURKCELL" written in blue below it. The logo is centered on a white background.
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As Turkcell, we were the first company in Türkiye to establish AI principles in 2020. The development of a maturity roadmap for responsible AI is a critical step in empowering Turkcell to rigorously evaluate our AI models. This roadmap not only assesses the reliability of these models but also provides actionable insights for continuous improvement, ensuring robust AI performance in dynamic environments. By identifying key areas, this tool enables a more resilient and trustworthy AI ecosystem.

Dr. Ali Taha Koç, CEO, Turkcell
The image shows the VEON logo, featuring the word "VEON" in bold, yellow-orange capital letters. The letters are evenly spaced, with a minimalist design on a plain white background. The overall look is modern and sleek.
“

AI is the biggest paradigm change in the history of technology, and we have the opportunity to shape it as a force that augments human intelligence and capabilities, not one that undermines them. GSMA’s Responsible AI Roadmap equips us with a framework that increases our awareness and intentionality about how we design and deploy AI. VEON is proud to adopt this framework as we develop AI-based solutions that benefit millions of underserved in the emerging markets that VEON’s digital operators operate, bridging the digital divide every day.

Inanc Cakiroglu, Group CIO, VEON
The image features the Vodafone logo. It consists of a red text "vodafone" in lowercase, accompanied by a red circular icon with a white curved line, positioned to the left of the text. The background is plain white.
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In line with our existing Responsible AI policy, Vodafone is committed to using only ethical AI in keeping with our established company-wide framework. We support the co-development and adoption of the GSMA Responsible AI Maturity model to assist its members, and other companies, in assessing the maturity of their responsible AI journeys.

Maaike de Be, General Counsel & Company Secretary and Scott Petty, Chief Technology Officer, Vodafone Group