Our stakeholders are entities that may be expected to be significantly affected by our activities, products, and services; and whose actions may be expected to affect our ability to successfully implement our strategies and achieve our objectives.
In this context, our primary stakeholders are investors, customers, business partners, employees and the society and environment in which we operate, as well as regulators and Government authorities.
The nature and scope of our overall ICT business, that include both of SLT and Mobitel, impact on the lives of all Sri Lankans in some degree or form. Different stakeholder groups have different interests, which sometimes conflict with one another. Stakeholder identification process and prioritisation is therefore essential to meet both short-term needs and long-term expectations. A systematic approach to stakeholder mapping thus forms the basis of all our interactions. The mapping process was preceded by an analysis of the operating environment, strategies best suited to address opportunities and threats, which in turn shape our engagement processes.
| Material issues pertaining to the stakeholder | Engagement | Frequency of engagement | Key initiatives for the year |
Shareholders |
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| Dividend, share price, innovation and industry growth | Quarterly results | Quarterly | AGM and rating reviews to rating agencies |
| Annual report | Annually | ||
| Annual general meetings | Annually | ||
| CSE filings | Need-based | ||
| Media releases | Regular basis | ||
| Rating reviews | Annually | ||
Customers |
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| Improve customer relationship and retention | One-to-one interactions | Regular basis | Quarterly Brand Health Track Study Regional account management customer gathering |
| Contact Centre | Regular basis | ||
| Engage and interact through the website and social media | Regular basis | ||
| Mailers | Monthly basis through the bill | ||
| Newsletters | Need-based | ||
| Brochures | Need-based | ||
| Customer satisfaction survey | Quarterly and need based | ||
| Improve SME customer relationship and retention | Proposals by regional sales staff | Regular basis | SME forums Field sales campaigns |
| SME Customer Forums | Once in two months | ||
| Customer visits and meetings | Regular basis | ||
| Product awareness programmes | Regular basis | ||
| ICT workshops for SME business owners and IT Managers | Monthly | ||
| Market surveys | Need-based | ||
| Newsletters | Once in two months | ||
| Improve enterprise customer relationship and retention | Proposals by sales staff | Regular basis | Enterprise forums |
| Enterprise Customer Forums | Quarterly | ||
| Customer visits and meetings | Regular basis | ||
| Newsletters | Need-based | ||
Business partners |
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| Better return, innovation and industry growth | Partner meetings | Need-based | |
| Projects and events | |||
| Post evaluation reviews | |||
| Dealers looking for strengthening brand presence and improving sales | Dealer meetings | Quarterly | Dealer convention |
| Dealer satisfaction surveys | Quarterly | ||
| Dealer review and awareness sessions | Need-based | ||
| Dealer reward programmes | Quarterly | ||
| Suppliers looking for better return, innovation and industry growth | Procurement policy and vendor selection process | Need-based | Publications awareness on new business strategy and culture |
| Vendor satisfaction surveys | Annually | ||
| Vendor review and awareness sessions | Annually | ||
| Vendor reward programmes | Annually | ||
| Quality improvements | Regular basis | ||
| Lenders funding ICT operations seeking optimal returns | Meetings
Annual reports and quarterly reports |
Need based
Annually and quarterly |
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Employees |
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| Employee welfare, satisfaction and retention | Employee satisfaction survey | Regular basis | Internal communication campaigns |
| Information sharing through Intranet | Regular basis | ||
| Employee affinity | Throughout the year | ||
| Grievance handling | Throughout the year | ||
| Transfer handling | Annually | ||
| Emails | Regular basis | ||
| Notice boards | Need-based | ||
| Cultural and religious associations | Need-based | ||
| Award ceremonies | Annually | ||
| Involvement in community projects | Need-based/Annually | ||
| Loan facilities | Need-based | ||
| Circuit bungalow facility | Need-based | ||
Government and regulatory authorities |
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| Investment and infrastructure development, better return, innovation and industry growth | Meetings with Treasury, TRCSL, BOI, Customs and other regulatory bodies | Need-based | Monthly meeting with the regulator Forums |
| Annual report and quarterly reports | Annually and quarterly | ||
| Strategy and operational presentations | Need-based | ||
| Media releases | Weekly basis | ||
| Customer forums | Annually | ||
| Payment of taxes | Half monthly, monthly, quarterly and annually | ||
Media and advocacy groups |
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| Quality affordable service with good after sales service, investment and infrastructure development, innovation and industry growth | Meetings | Need-based | Website revamp and social media and media relations drive |
| Briefings | Need-based | ||
| Media releases | Weekly basis | ||
| Website | Regular basis | ||
| Social media | Regular basis | ||
| Mailers | Monthly bill | ||
Community |
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| Community investment and infrastructure development | Community projects | Monthly | Website revamp and social media drive Community projects |
| Media releases | Weekly | ||
| Website | Regular basis | ||
| Social media | Regular basis | ||
| Mailers | Monthly bill | ||
| Events and activations | Need-based |
SLT is a member of several associations and members of staff actively participate in their respective activities. Key memberships are listed below:
SLT migrated its ISO 27001 Information Security Management System certification from ISO 27001:2005 to ISO27001:2013 in August 2015. This achievement assures that SLT’s core operational activities comply to international information security standards in a competitive ICT market while increasing the confidence and trust that customers and shareholders have on our services.
SLT first achieved the BS 7799 information security certification in year 2006 for its Internet Data Centre (iDC) which was later migrated to the ISO 27001 standard certification and has maintained the certification continuously while expanding the scope of the certification to other operational areas.