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Business Model
Stakeholders

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