Our stakeholders

Engaging with key stakeholders – that impact or are impacted by our business, directly and indirectly – is imperative for us to gain insight in how to best navigate our business long-term. The feedback we receive from the stakeholders informs our thinking about business priorities and also our strategy formulation.

Stakeholder engagement 2015

Consumers

Consumers

How we engage

  • Stores and other sales 
    channels (O)
  • Customer service (O)
  • Social media (O)
  • Local websites (O)
  • Customer surveys (M)

Key topics and concerns

  • Network quality and coverage
  • Valuing the customer – taking care of both new and loyal customers
  • "Reachability" and easy to deal with
  • Value for money – pricing, data offerings
  • Keeping our promise on service and delivery
  • Customer privacy and use of personal data

Our response

  • Continued roll-out of 4G and fiber
  • Increased focus on NPS, adding it as group strategic KPI
  • Action plans to identify and correct where we fail the customer promise
  • New services such as OTT 
    bundling, family plans and “roam like home”
  • Simplifying the offering, reducing the number of price plans and subscription types

 

Business customers

Business customers

How we engage

  • Stores and other sales 
    channels (O)
  • Account manager dialog (M)
  • Seminars and events (M)
  • Customer surveys (M)

Key topics and concerns

  • Network quality and coverage
  • Valuing the customer - taking care of both new and loyal customers
  • Becoming an ICT partner
  • End-to-end personal customer support
  • Understanding the customer's needs to help them develop their business
  • TeliaSonera as a transparent 
    and sustainable business partner
  • Customer privacy and use of personal data

Our response

  • Continued roll-out of 4G and fiber
  • Increased focus on NPS, adding it as group strategic KPI
  • Work towards becoming “as a service” provider
  • Launched the Cloud marketplace
  • Launched personal advisor concept – each business 
    customer has a single point 
    of contact

 

Employees

Employees

How we engage

  • Purple Voice employee 
    survey (A)
  • Employer/worker councils (M)
  • Local management dialogue (O)
  • Local employee events (M)
  • Local and corporate intranet (O)

Key topics and concerns

  • Effects of leaving region Eurasia
  • Expectations on and from employees regarding understanding and building a New Generation Telco
  • Competence shift – finding the right employees, support in redeployment and lay-offs
  • Increasing customer focus
  • Collaboration between functions

Our response

  • Mandatory action plans for developing cross-functional cooperation
  • Actions in all parts of the organization to meet customers
  • Region Eurasia: all employee events, Group Executive Management visits, actions to protect employees who have spoken up
  • Further communicating on what New Generation Telco means, and what is expected of employees and leaders

 

Financiers

Financiers

How we engage

  • Annual General Meeting (A)
  • Quarterly report conferences (M)
  • Investor meetings (M)

Key topics and concerns

  • Financial performance and capital structure
  • Region Eurasia divestment process and outcome
  • Possibilities and development in regions Sweden and Europe
  • Strategy, including M&A
  • CAPEX levels
  • Cash flow generation
  • Ongoing corruption investigations
  • Market consolidation

Our response

  • Development of new strategy, outlook and dividend policy
  • Cash flow improvement initiatives
  • Transparency and cooperation with authorities regarding corruption investigations
  • Transparency around region Eurasia divestment process
  • Completed acquisition of Tele2 in Norway, network sharing with DNA in Finland and Telenor in Denmark

 

Suppliers

Suppliers

How we engage

  • Contract engagements (O)
  • Strategic direction meetings (O)
  • Supplier audits (M)

Key topics and concerns

  • Supplier code of conduct understanding and commitments, anti-bribery and corruption requirements
  • The technology transformation and its impacts on suppliers
  • Becoming a New Generation Telco, strategic development together with suppliers

Our response

  • Strengthening the procurement organization's sustainability competence and resources
  • 201 on-site supplier sustainability audits
  • Putting in place procurement resources in local companies
  • Increased resources to enable the technology transformation
  • New ways of working in procurement to support new product and service areas

 

Civil Society

Civil society

How we engage

  • ICT sector organizations (O)
  • Seminars and conferences (M)
  • Corporate website (O)

Key topics and concerns

  • Human rights, freedom of expression and privacy
  • Illicit file-sharing, protecting copyright
  • Surveillance and other measures related to terrorism
  • Business ethics and anti-corruption in region Eurasia and in telecommunications
  • Protection of children online

Our response

  • Expanded reporting on law enforcement statistics and legislation regarding direct access
  • Active work in the Telecommunications Industry Dialogue on Freedom of Expression and Privacy
  • Firm opinion that TeliaSonera can or shall not decide what is illegal or not on the internet
  • Defining a "point of challenge" for unconventional authority requests with potentially serious impacts on users' freedom of expression and privacy
  • Participation in several anti-corruption conferences
  • Initiated the Telecommunications Integrity Initiative together with Transparency International

 

Policy-makers and regulators

 

Policy-makers and regulators

How we engage

  • National policy makers and regulators (O)
  • European Union bodies (O)
  • Formal written consultations (M)
  • Trade associations (O)

Key topics and concerns

  • Unpredictable EU regulation
  • Over-regulating of the telecommunications industry
  • Short term and long term spectrum allocation

Our response

  • Engagement on national and EU level as an individual company and via trade associations to improve legislative predictability
  • External stakeholder engagement for awareness on spectrum allocation and new legislation

 

Our key stakeholder groups

Telia hjul

Frequency

A = Annual

M = Multiple

O = Ongoing

For more information on stakeholder opinions of our sustainability work, see section "Sustainability in TeliaSonera."

© TeliaSonera 2015
In the event of any differences between this online version of the Annual and sustainability report and the printed version, the printed version shall prevail.