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.
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).
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
- Established AI principles
- Essential roles defined
- Basic registry/registries for tracking AI use cases established
- 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.
Vision
Operating
Model
Technical Controls
Third-party Ecosystem
Change Management and Communications
Dimensions vs Maturity
This table shows required actions at the dimension level and for each maturity level.
Vision
Vision
Foundational
Established RAI principles with initial recognition from leadership, setting groundwork for future sponsorship with initial awareness of regulations and risk strategy
Evolving
Efforts underway to adopt RAI principles across departments with initial steps towards stakeholder alignment, risk strategy identification and regulatory alignment
Performing
RAI principles are starting to be integrated into operations with risk strategy defined and risk appetite outlined (in alignment with applicable regulations)
Advanced
RAI principles embedded deeply in the organisation in line with vision, strong support from executive sponsors through investments, and a mature risk strategy regularly updated
Operating Model
Operating Model
Foundational
Initial understanding of the need for formal governance structures with essentials roles defined and basic registry/registries for tracking AI use cases established (2.6)
Evolving
Initial governance efforts with accountability mechanisms, basic risk management tailored to risk severity, and preliminary recruitment efforts in place
Performing
AI governance in place with pool of RAI talent, risk management process applied for most use cases and AI governance platform established with limited functionality
Advanced
Governance with oversight and strategic decision-making supported by defined roles, ‘RAI by design’ practices and AI governance platform across the enterprise
Technical Controls
Technical Controls
Foundational
Technical controls in early stages with existing ones being ad-hoc and manual with a scope of further development and automation
Evolving
Controls are evolving with preliminary processes for model risk management (MRM), basic guardrails and incident response plans starting to be developed
Performing
Control environment developed with MRM practices and technical guardrails, incl. initial efforts to monitor KRIs (in real-time as required), with documented response plans
Advanced
Effective controls in-place for managing AI risks with comprehensive data integrity protocols, advanced MRM, automated monitoring of KRIs and regularly updated response plan
Third-party Ecosystem
Third-party Ecosystem
Foundational
Established basic RAI-specific criteria for selecting third-party partners, but selection processes are still ad-hoc with protocols in early stages
Evolving
Detailed selection criteria documented, with basic protocols on third-party data management being developed and siloed monitoring of applicable third-party partners
Performing
Criteria are regularly updated for third-party partner selection, with protocols for data handling supported by monitoring and auditing at consistent intervals
Advanced
Existing and future contracts include RAI-specific clauses with continuous monitoring and auditing processes (in real time, as required) for evaluating third-party performance
Change Management
and Communications
Change Management
and Communications
Foundational
Initial thinking started towards developing training programs with awareness for building culture around RAI principles
Evolving
Beginning basic RAI training and fostering a RAI culture with early efforts in developing communication channels
Performing
Optional training programs with a mandate for key roles established, change management incorporated into ongoing operations, and internal feedback mechanisms in place
Advanced
Mandatory RAI training with a deeply ingrained RAI culture valuing mentorship, and highly effective internal and external communication and feedback mechanisms
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.
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.
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.
Companies that have Adopted the GSMA Responsible AI Maturity Roadmap
“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
“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
“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
“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&
“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
“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
“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
“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
“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
“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
“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
“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
“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
“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
“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.
Dayle Stevens, Executive Data and AI, Telstra
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.
“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
“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
“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
“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
