18-19 / 111
The materiality assessment helps us to focus on
those topics where most value could be created or
destroyed. The connections between stakeholders,
material topics and the value we create are mapped
in the following connectivity matrix. Each material
aspect is assessed considering where the impact
occurs and the involvement of the Company and thus
setting its boundary. The impacts could be internal to
the Company or external – related to organizations
along the value chain. We depict the risks associated
with value deduction and our management approach
to deal with them. Connecting the different elements
supports our integrated thinking and provides us with a
dynamic framework used in our strategic planning. The
next sections of this report elaborate in detail on each
element of the connectivity matrix.
[GRI 102-47, GRI 102-49]
Material aspect and
bo
un
da
ry
(B)
Primary
relevance
of material
aspects to
Impact & value proposition to stakeholde
rs
Risks to diminish value
VIVACOM management approach
Quality products
Access to rich portfolio of telecom
services and products.
B: external
Customers
Well-connected customers everywhere and at every moment.
Tailor-made services and products for customers.
High q- uality service on time.
Over-regulation that limits the offering to
customers. Service failure due to technical issues
or extreme events (heavy snow and power cuts),
delays with suppliers, infrastructure thefts.
Unqualified employees for the respective positions.
We invest in network modernization and maintain innovative systems for
network and data management We secure our network. We adhere to the
legal requirements and ensure transparency and adequate information when
offering our services. We maintain regular communication with our customers
and suppliers. We work closely with regulatory bodies.
Customer experience
B: external
Customers
Good customer experience at every contact point with the
company: store service, call center, technical support. Permanent
delivery of information about the used services.
Opportunity to improve services and to use new ones according
to the individual needs of the client.
Service mistakes due to technical issues.
Unqualified employees for the respective positions.
Establishment of a dedicated Customer Experience Department. Regular
customer surveys
.
Improved systems for selecting and targeting offers to the
customers.
Employee engagement and
satisfaction
Equal opportunities for all employees,
retention and development, health and
safety at work, well-being.
B: internal
Employees
A broad range of opportunities for career development.
Safe a dn pleasant wo kr ing en iv ronment, team support and
po
sitive relationshi
ps
are favorable for
g
ood health and stress
management. Flexible working time allows for improved work-
life balance. Fair payment and equal opportunities for growth.
Efforts in increasing personal productivity.
Tough competition offering better conditions.
Development of existing and emergence of new
industries with a high potential to attract talents.
We sur
pa
ss l
eg
al r
eq
uirements and act in compliance with international
standards for health and safety management. We provide various career
development programs a dn spe ic la iz de trainings. We reg lu arly evaluate
the
pe
rformance of our e
mp
lo
ye
es to stimulate their develo
pm
ent, and
we encourage them with adequate rewards while addressing issues in the
working process on time. We invest in digitalization to facilitate system
processes. We support not only our team but also the families of our
employees.
Profitability and efficiency
Fi
nanc
ial
st
abilit
y, return
of i
nvestment,
efficiency of business processes and risks
management.
B: internal
Investors and
shareholders
To secure sufficient financial capital to drive investments and
entrepreneurial activities. Dividend payments. Improved business
competitivenes
s.
Insufficient (potential) employees with the right set
of qualifications
,
skills
,
attitude to the job. Theft of
infrastructure. Over-regulation and bureaucracy.
Strong competition.
We invest
in employee motivation by valuing
individual contributions
,
asking
for their feedback, providing mentoring and training programs, recognizing
efforts. We implement functional controlling and project monitoring. We offer
services that differentiate us from the competition. We regularly upgrade our
business management systems. We work closely with the regulatory bodies.
Table 1
VIVACOM Connectivity matrix
1. OUR COMPANY
ANNUALREPORT
2018
INTEGRATED
18
19