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Business Model

Stakeholders

The individuals and organisations that are impacted by SLT’s activities, products, and services constitute our stakeholders. Conversely, these stakeholders can have an impact on how SLT implements its strategies and achieves its objectives.

SLT’s key stakeholders include its shareholders, customers, business partners, employees, Government authorities, industry regulators, media and advocacy groups, and the communities and environment the Company operates in. SLT strives to better understand its stakeholders through various means of engagement and accordingly optimises its strategies, products, and services to deliver mutually beneficial outcomes for all parties.

Identification and engagement

The operations of the SLT Group have an impact on the lives of all Sri Lankans. The varying interests amongst various stakeholder groups can sometimes conflict with each other; therefore, the identification and prioritisation of SLT’s stakeholders is essential to understanding and meeting short-term needs and long-term expectations.

SLT systematically approaches stakeholder mapping after analysing the operating environment and the ideal strategies for addressing opportunities and threats within the environment. This shapes the engagement processes that SLT pursues with its stakeholders and has led to the establishment of various engagement platforms. Through these platforms, SLT seeks to understand the views of its stakeholders and communicate with them, addressing any concerns that they may have.

Material issues pertaining
to the stakeholder 		Engagement Frequency of
engagement 		Key initiatives
for the year

Investors
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

Customers
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 customer
relationship 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
  • Need based
  • Post evaluation reviews
  • Projects based
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

Employees
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
  • Regular basis
  • Cultural and religious associations
  • Annually
  • Award ceremonies
  • Annually
  • Involvement in community projects
  • Need-based

Government and regulatory authorities
Investment and
infrastructure
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

Community (society and the environment at large)
Community investment and infrastructure development
  • Community projects
  • Regular basis
  • Media releases
  • Regular basis
  • Website
  • Regular basis
  • Social media
  • Regular basis
  • Events and activations
  • Need-based

External initiatives

SLT is in alliance with several association and has its' staff actively participating in events and activities to strengthen such collaborations.

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
  • 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
  • MEF – Metro Ethernet Forum
  • IEEE – Institute of Electrical and Electronics Engineers
  • IET – The Institution of Engineering & Technology
  • CECP – Carrier Ethernet Certified Professional

Materiality

SLT’s business model focuses on aspects that are important to the telecom business (SLT Group) and its stakeholders. “Importance” is judged by the relevance and significance of an aspect, as determined by the probability of occurrence and the magnitude of the impact.

The identification of these aspects is facilitated through effective engagement with SLT’s stakeholders. These aspects are listed below along with their 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 High 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

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