Accelerating digital transformation

Stakeholders

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

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 understand its stakeholders better through various means of engagement and accordingly optimises its strategies, products, and services to deliver mutually beneficial outcomes for all parties.

Our primary stakeholders

Identification and engagement

The operations of the SLT Group impact the lives of all Sri Lankans. The varying interests and priorities 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. A balance has sometimes to be struck when addressing the two.

SLT approaches stakeholder mapping systematically, after analysing the operating environment, identifying opportunities and threats as well as the ideal strategies for leveraging opportunities and mitigating 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. The specific channels of engagement are decided on after a careful analysis of what is likely to be most effective for each stakeholder.

Through these platforms, SLT seeks to understand the views of its stakeholders and communicate with them, addressing any concerns that they may have.

Stakeholder	Material issues	Engagement	Frequency of engagement	Key initiatives for the year
Investors	Dividend Share price Innovation 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 Impact of pandemic on demand volume and patterns	One-to-one interactions	Regular basis	IVR Self-care portal, SLT Broadband portal and SLT Broadband app Digital marketing campaigns
		Contact centre	Regular basis
		IVR Self-care Portal	Regular basis
		SLT Broadband Portal	Regular basis
		SLT Broadband App	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 Impact of pandemic on demand volume and patterns	Proposals by regional sales staff	Regular basis
		SME customer forums	Quarterly/ Regular basis
		Customer visits and meetings	Regular basis
		Product awareness programmes	Monthly
		ICT workshops for SME	Quarterly
		Business owners and IT managers	Quarterly
		Market surveys	Regularly
		Newsletters	Regularly
		IVR Self-care Portal	Regularly
		SLT Broadband Portal	Regularly
		SLT Broadband App	Regularly
	Improve enterprise customer relationship and retention	Proposals by sales staff	Regular basis
		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	Virtual meetings e-tenders e-auctions
		Projects and events	Need-based
		Post evaluation reviews	Projects-based
	Dealers looking for strengthening brand presence and improving sales Impact of pandemic	Dealer meetings	Monthly
		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
		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	Virtual staff meetings Virtual training programmes Whatsapp groups Viber groups Info emails Intranet updates
		Group meetings and one-to-one meetings	Regular basis
		Information sharing through intranet, social networks	Throughout the year
		Employee affinity	Need-based
		Grievance handling	Need-based
		Transfer handling	Annually
		E-mails	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 for 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	Community-centered CSR projects PPE donations COVID-19 awareness digital campaigns
		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. Members of SLT’s staff actively participate in the activities of these associations.

National

• National Broadband Committee
• National Chamber of Commerce
• Ceylon Chamber of Commerce
• Sri Lanka Association for quality
  and productivity
• 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

Materiality

SLT’s business model focuses on aspects that are material to the telecom business (SLT Group) and its stakeholders. “Materiality” is judged by the relevance and significance of an aspect. This is determined by a compounding of probability of occurrence of an aspect and the magnitude of its impact. The results are shown in a two-dimensional materiality matrix.

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
20	Impact of “new normal” after serious phase of pandemic is over	High	High
21	Impact of pandemic on customer purchasing power	Very high	High
22	Impact of pandemic, including distanced working, on communication patterns and frequency	High	High
23	Impact of widespread availability and adoption of vaccine	High	High
24	Impact of pandemic on business partners	High	High
25	Impact of pandemic on staff morale and productivity	Very high	Very high
26	Special health and safety precautions due to pandemic	High	Medium
27	Impact of pandemic on training and education	High	High

Materiality matrix