Sri Lanka Telecom PLC | Annual Report 2016

Identification

SLT’s stakeholders are individuals and organisations who may be influenced by our operations, products and services. Likewise, their reciprocal actions can affect the implementation of our strategies and the fulfilment of our objectives.

Our key stakeholders are thus our investors, customers, business partners, employees, the society and environment in which we operate, Government authorities and industry regulators.

Engagement

The execution of our operations, at both SLT and Mobitel, touches on the lives of all Sri Lankans to some extent. We understand that differing groups of stakeholders possess varying interests, and that there can sometimes be discordances in these. We therefore identify and prioritise our key stakeholders as necessary to assure short-term and long-term successes for all invested parties. We do this through a comprehensive mapping strategy. This usually follows a detailed analysis of our operating environment and any related industry opportunities and threats.

Material issues pertaining to the stakeholder	Engagement	Frequency of engagement	Key initiatives for the year
Shareholders
Dividend, share price, innovation and industry growth	Quarterly results Annual Report Annual General Meetings CSE filings Media releases Rating reviews	Quarterly Annually Annually Need-based Regular basis Annually	AGM and rating reviews to rating agencies
Customers
Improve customer-relationship and retention	One-to-one interactions Contact centre Engage and interact through the website and social media Mailers Newsletters Brochures Customer satisfaction survey	Regular basis Regular basis Regular basis Monthly basis through the bill Need-based Need-based Quarterly and need-based	Annual Brand Health Track Study Regional Account Management Customer gathering
Improve SME customerrelationship and retention	Proposals by regional sales staff SME customer forums Customer visits and meetings Product awareness programmes ICT workshops for SME business owners and IT Managers Market surveys Newsletters	Regular basis Once in two months Regular basis Regular basis Monthly Need-based Once in two months	SME forums Field sales campaign
Improve enterprise customerrelationship and retention	Proposals by sales staff Enterprise Customer Forums Customer visits and meetings Newsletters	Regular basis Quarterly Regular basis Need-based	Enterprise forums
Business partners
Better return, innovation and industry growth	Partner meetings Projects and events Post evaluation reviews	Need-based
Dealers looking for strengthening brand presence and improving sales	Dealer meetings Dealer satisfaction surveys Dealer review and awareness sessions Dealer reward programmes	Quarterly Quarterly Need-based Quarterly	Dealer convention
Suppliers looking for better return, innovation andindustry growth	Procurement policy and vendor selection process Vendor satisfaction surveys Vendor review and awareness sessions Vendor reward programmes Quality improvements	Need-based Annually Annually Annually Regular basis	Publications Awareness on new business strategy and culture
Employees
Employee welfare, satisfaction, retention, training and development	Employee satisfaction survey Information sharing through Intranet Employee affinity Grievance handling Transfer handling Emails Notice boards Cultural and religious associations Award ceremonies Involvement in community projects Internal newsletter Business plan awareness sessions Mobile visits – knowledge sharing sessions Knowledge sharing sessions after foreign visits for training Performance evaluation	Regular basis Throughout the year Need-based Need-based Regular basis Regular basis Need-based Annually Annually Need-based Bi-monthly Beginning of the year Need-based Regular basis Annually	Island-wide programme internalcommunicationcampaigns
Government and regulatory authorities
Investment and infrastructuredevelopment, better return, innovation and industry growth, compliances and digital services or smart Sri Lanka services	Meetings with Treasury, TRCSL, BOI, Customs and other regulatory bodies Annual Report and quarterly reports Strategy and operational presentations Media releases Customer forums	Need-based Annually and quarterly Need-based Weekly basis Annually	Monthly meeting with the regulator Forums
Media and advocacy groups
Quality affordable service with good after sales service, investment and infrastructure development, innovation and industry growth	Meetings Briefings Media releases Website Social media Mailers	Need-based Need-based Weekly basis Regular basis Regular basis Monthly bill	Website user interface revamp and improved the functionality of the content, social media and media relations drive
Community
Community investment and infrastructure development	Community projects Media releases Website Social media Mailers Events and activations	Monthly Weekly Regular basis Regular basis Monthly bill Need-based	Website user interface revamp and improved the functionality of the content, social media and media relations drive

External Initiatives

SLT is proud to be a member of numerous associations, as detailed below. Our employees regularly participate in activities conducted by these organisations:

National

National Broadband Committee
National Chamber of Commerce
Next Generation Network Committee
Government initiative of free Wi-Fi programme
Online secondary school education (SchoolNet) programme
Online university education programme (LEARN) programme
eGovernment programme
Sri Lanka Internet Society

International

SEA-ME-WE connectivity consortium from its inception
IPv6 Execution Committee
Global Internet Exchange Network
International PoP Community
Commonwealth Telecommunications Organisation (CTO)
International Telecommunication Union (ITU)
Fibre-to-the-Home Community
Carrier Ethernet Forum
Carrier Grade Wi-Fi Forum
International Internet Society

Business Model

Stakeholders

Identification

Engagement

External Initiatives

National

International