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Table 2
Stakeholder Engagement
Value creation takes place within our operating context
through intensive interactions with our stakeholders.
In order to improve our business performance, we
strive to push the boundaries of our responsibility
and include in our business management and decision
making clearly defined needs and interests of our key
stakeholders. In practice, we strive to be informed about
the interests and expectations of all our stakeholders –
both external (customers, partners, suppliers, etc.) and
internal (employees, shareholders). With those parties
that have the greatest impact on our business and the
highest interest in our activities, we realize initiatives
and projects of mutual benefit. (102-42)
We summarized up some of the expectations of
the different stakeholder groups, how we reach
them, and how we address the themes that concern
them. Detailed information about our initiatives with
different stakeholders is to be found in the different
chapters of this report.
STAKEHOLDER
GROUP
102-40
CUSTOMERS
EMPLOYEES
Expectations
102-44
Our customers expect safe, reliable and quality services
at reasonable price. This includes delivery of the same
service regardless of location, meteorological conditions
and network load. There is a rising interest in IPTV. Clear
contractual agreements and offers, timely and complete
response to questions and complaints, excellent personal
data management. Option for quick and independent
managing of services.
Employees are satisfied with their job when
provided with ample career opportunities, treated
fairly and with respect at all levels. Relationships
built on trust and recognition are valued by our
team. Employees also expect internal information
about the Company development and strategic
focus. Fair compensation, increasing welfare,
corporate benefits.
Engagement
approach &
frequency
102-43
We engage in a daily dialogue with customers in stores,
via our call centres, mail, social media. We regularly apply
instruments such as NPS and other surveys to assess the
customer satisfaction rate.
We consult with our employees on a daily base
via internal and management meetings, trainings,
performance appraisals, employee engagement
surveys.
OUR
RESPONSE
We continuously upgrade and invest in our network.
Expanding the coverage of the optical network, adding more
content to mobile and fixed services packages. Continuous
business process improvement is implemented via adoption
of ITIL-based service management systems. We improve
our Customer Service in the call centre by applying SLA. We
created the My VIVACOM self-service platform.
Focus groups have been organized to develop
action plans based on the results of the employee
engagement survey. We develop specific training
programs for experts in different fields.
STAKEHOLDER
GROUP
102-40
INVESTORS AND SHAREHOLDERS
AUTHORITIES
Expectations
102-44
Investors, analysts, traders and shareholders consider
material regular and transparent information regarding
financial performance, strategy, vision, long-term
objectives and corporate governance. They require that the
management maintains a good corporate image by following
both the rules of legislation and ethical competition.
Regulators expect us to comply with the
legislation that concerns the sector and protect
the rights of consumers, employees, competitors
and all relevant stakeholders.
Engagement
approach &
frequency
102-43
We engage with the investor community by participating
in conferences. We regularly consult with shareholders via
meetings.
We maintain regular contacts with institutions
concerned by the telecom market.
OUR
RESPONSE
We achieve continuous financial improvement by network
modernization, internal process improvement, strategic
acquisition, implementation of an ongoing successful ‘value
for money’ strategy. In our commitment to transparency, we
provide annual Integrated report, annual financial reports,
and quarterly financial statements.
We keep regular track of the latest changes in
legislation and consult with our legal advisors
on proper implementation. We perform internal
audits to manage the risks of incompliance.
STAKEHOLDER
GROUP
102-40
SUPPLIERS
BUSINESS PARTNERS
Expectations
102-44
Suppliers need clear terms of participation in tender
procedures, optimization of business processes and timely
decision-making related to supplies. They also expect good
attitude, respect of contractual agreements and payment on
due time.
Business partners are interested in collaboration
opportunities.
Engagement
approach &
frequency
102-43
We maintain good relationships with suppliers by
organizing regular meetings, negotiation sessions to discuss
improvement opportunities regarding our needs and the
service delivered by suppliers.
Opportunities for partnership are regularly
discussed at individual meetings.
OUR
RESPONSE
We are constantly increasing the number of electronic
auctions. We follow our procurement policy.
We enable business partners to offer our services
to their clients. We offer the services of our
partners through our own commercial channels.
STAKEHOLDER
GROUP
102-40
MEDIA
BRANCH ORGANIZATIONS
Expectations
102-44
Current and reliable information about the company's
activities, products and services.
Active participation in dialogue on cases and
topics affecting the sector.
Engagement
approach &
frequency
102-43
Permanent communication with the media. Meetings with
media to find out what information they need.
Regular participation in meetings and events of
branch organizations of which we are members.
OUR
RESPONSE
Proactive communication of information with news about
the company. Organization of special events for journalists.
The company has appointed representatives
who are actively involved in the activities of
organizations.
STAKEHOLDER
GROUP
102-40
UNIVERSITIES AND SCHOOLS
NGOS
Expectations
102-44
Providing opportunities for career development of alumni,
sharing of practical experience, support in the development
of the technological base.
Financial and communication support of socially
important initiatives.
Engagement
approach &
frequency
102-43
Regular meetings and ongoing dialogue with educational
institutions to improve pupils and students preparation for
better realization on the labor market.
Participation in partner NGO events and
discussions. Permanent dialogue for
improvement of the social environment.
OUR
RESPONSE
Ongoing partnerships with universities and schools,
participation in career forums. Development of Technical
Academy in the Technical University of Sofia. Internship
program for hiring students for summer internship.
Conducting lectures by our experts at universities. Building of
technological laboratories.
Support of social initiatives. Partnerships with
NGO experts for initiation of specific social
campaigns to be supported or implemented by
VIVACOM.
1. OUR COMPANY
ANNUALREPORT
2018
INTEGRATED
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