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Our Value Creation


Stakeholders are individuals and organisations 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.

SLT’s key stakeholders include our shareholders, customers, business partners, employees, Government authorities, industry regulators, media and advocacy groups, and the communities and environment in which we operate. We seek to engage with our stakeholders through various means to better understand how we impact each other so we may accordingly adjust our strategies, products, and services to achieve optimal outcomes for all stakeholders.

Our primary stakeholders

Identification and engagement

The execution of our operations, at SLT Group, touches on the lives of all Sri Lankans in one way or another. 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.

Through the various engagement platforms that we have established, we seek to understand our stakeholders’ views, communicate effectively with them, and respond to their concerns.

Stakeholder engagement

Material issues pertaining
to the stakeholder
Engagement Frequency of
Key initiatives
for the year
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 disclosures
  • Need-based
  • Media releases
  • Regular basis
  • Rating reviews
  • Annually
Improve customer relationship and retention
  • One-to-one interactions
  • Regular basis
Annual Brand Health Track Study Regional Account Management Customer gatherings
  • 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
and retention
  • Proposals by regional sales staff
  • Regular basis
SME forums Field sales campaigns
  • SME customer forums
  • Quarterly
  • Customer visits and meetings
  • Regular basis
  • Product awareness programmes
  • Regular basis
  • ICT workshops for SME business
    owners and IT managers
  • Monthly
  • Market surveys
  • Quarterly
  • Newsletters
  • Quarterly
Improve enterprise customer relationship and retention
  • Proposals by sales staff
  • Regular basis
Enterprise forums
  • Enterprise customer forums
  • Annually
  • Customer visits and meetings
  • Regular basis
  • Newsletters
  • Need-based
Business partners
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
  • Monthly
Dealer convention
  • Dealer satisfaction surveys
  • Quarterly
  • Dealer review
  • Biannually
  • Dealer awareness sessions
  • Monthly
  • Dealer reward programmes
  • Annually
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
Employee welfare, satisfaction, retention, training and development
  • Employee satisfaction survey
  • Quarterly
  • Group meetings and one-to-one meetings
  • Regular basis
  • Information sharing through intranet
  • Throughout the year
  • Employee affinity
  • Need-based
  • Grievance handling
  • Need-based
  • Transfer handling
  • Annually
  • Emails
  • Regular basis
  • Notice boards
  • Need-based
  • Cultural and religious associations
  • Annually
  • Award ceremonies
  • Annually
  • Involvement in community projects
  • Need-based
Government and regulatory authorities
Investment and
development, 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
  • Need-based
Monthly meetings with the regulator forums
  • Annual report and quarterly reports
  • Annually and quarterly
  • Strategy and operational presentations
  • Need-based
  • Media releases
  • Regular basis
  • Customer forums
  • Annually
Community (society and the environment at large)
Community investment and infrastructure development
  • Community projects
  • Monthly
  • Media releases
  • Regular basis
  • Website
  • Regular basis
  • Social media
  • Regular basis
  • Events and activations
  • Need-based

External initiatives

SLT is a member of several associations and members of staff actively participate in their respective activities. Key memberships are listed below:


  • 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


  • 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


Our business model focuses on aspects that are important, from the perspective of our telecom business (SLT Group) as well as that of the stakeholder. What is “important” is a judgement based on relevance and significance, the latter being determined by the probability of occurrence and the magnitude of the impact.

The identification of these aspects are facilitated as a result of our effective engagement with our stakeholders. As such, these aspects can be represented in a tabulated form as shown below; and can consequently be identified as being of “medium”, “high”, or “very high” importance to the business and its stakeholders.

No. Topic Importance to SLT Importance to stakeholder
1. Economic performance Very high Very high
2. Indirect economic impacts Very high Very high
3. Procurement practices High High
4. Anti-corruption High High
5. Anti-competitive behaviour High High
6. Energy Medium High
7. Biodiversity Medium High
8. Emissions High High
9. Effluents and waste High High
10. Environmental compliance High High
11. Employment Very high Very high
12. Occupational health and safety High High
13. Training and education Very high Very high
14. Diversity and equal opportunity Very high Very high
15. Freedom of association and collective bargaining High High
16. Local communities High Medium
17. Marketing and labelling High Medium
18. Customer privacy Very high Very high
19. Socioeconomic compliance High High

Materiality matrix