Stakeholder engagement

Engaging with key stakeholders that directly or indirectly impact or are impacted by our business is imperative for insight in how to best navigate our business long-term.

 

Consumers 

How we engage

  • Stores and other sales channels (O)
  • Customer service (O)
  • Social media (O)
  • Local websites and newsletter (O)
  • Net Promoter Score (NPS) surveys (O)

Key topics

  • Network quality and coverage
  • Value for money – pricing and data
  • Reachability and easy to deal with
  • Keeping our promise and support on
    service and delivery
  • Privacy and security of personal data
  • Ensuring high speed access in rural areas
  • Acting socially responsible

Our response

  • Continued high speed access roll-out
  • Ensuring a responsible technology transition in rural areas through mobile access and fiber
  • Simplifying offerings and revising price plans
  • Value added services and bundling such as TV and media, family plans and “roam like home”
  • Increased focus on customer experience and centricity
  • Follow-up to identify and correct where we fail the customer promise
  • Evaluating how customers can get better understanding and control over their personal data

Business customers 

How we engage

  • Stores and other sales channels (O)
  • Account manager dialogue (M)
  • Seminars and events (M)
  • Net Promoter Score (NPS) surveys (O)
  • Local websites (O)
  • Social media (O)

Key topics

  • Network quality and coverage
  • End-to-end solutions and support that meet our customers’ ICT needs – a one-stop shop
  • Single point of contact experience
  • Improving efficiency, productivity and quality of life using digital tools
  • Telia Company as an ethical business partner
  • Privacy and data security

Our response

  • Continued high speed access roll-out
  • Transformation programs to secure single point of contact experience in end–to-end solutions and deliveries
  • Launched personal advisor and personal technician concept in Sweden
  • White papers and seminars in the area of digitalization towards enterprise customers
  • Work towards becoming “as a service” provider
  • Developing our offerings around data security

Employees 

How we engage

  • Purple Voice employee survey (A)
  • You First employee/manager approach (O)
  • Local and corporate intranets (O)
  • Employer/worker cooperation (O)

Key topics

  • Using You First to build a feedback culture
  • Equal focus on “how” and “what” in how we work
  • Strengthening customer focus and cross-functional collaboration
  • Connecting personal goals with the big picture
  • Create engagement around the Code of Responsible Business Conduct
  • Managing psycho-social well-being

Our response

  • Action plans for cross-functional collaboration
  • Activities to increase customer insight for non-customer facing teams, and to strengthen customer focus in customer facing teams
  • Local roll-out of and engagement around
    the new Code
  • Continued roll-out of You First

INVESTORS 

How we engage

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

Key topics

  • Financial performance, cash flow generation and leverage
  • CAPEX levels going forward
  • New revenue streams and growth possibilities in core markets
  • Market consolidation
  • Region Eurasia divestment timeline
  • Settlement proposal from US and Dutch authorities

Our response

  • Divested Ncell in Nepal and Yoigo in Spain
  • Signed agreements to divest Tcell in Tajikistan and Sergel in Sweden
  • Strengthen offering and market position in Norway by signing an agreement to acquire Phonero
  • Capital markets day focusing on region Sweden

Suppliers 

How we engage

  • Contract engagements (O)
  • Strategic vendor meetings (O)
  • Supplier due diligence and audits (O)

Key topics

  • Supplier code of conduct understanding and adherence
  • Supplier base reduction to reduce cost and administration
  • Developing strategic partnerships with fewer suppliers
  • Improve common ways of working in
    procurement throughout the group

Our response

  • Further development and implementation of common procurement process and documents
  • New due diligence platform for sustainability requirements
  • 169 on-site supplier sustainability audits
  • New structure and roles in procurement, including supplier relationship managers

 

 

Frequency
(A) = Annual
(M) = Multiple
(O) = Ongoing

society 

How we engage

  • ICT sector organizations (O)
  • Seminars and conferences (O)
  • Public presentations and town hall meetings (O)
  • Bilateral meetings with policy makers (O)

Key topics

  • Digitalization’s impacts on societal development
  • Building future networks and “gigabit societies”
  • Human rights and business ethics
  • Contributing to the UN Sustainable
    Development Goals
  • Contributing to a safe, friendly online environment
  • Regulatory changes and spectrum allocation

Our response

  • “Accelerating sustainable growth” report and Telia Talks on the impacts of digitalization
  • Reporting on government requests, local legislation and law enforcement statistics
  • Public engagement on business ethics and our contribution to the UN Sustainable Development Goals
  • Campaigns such as #hatahat in Sweden and Tal ordentligt in Denmark for a friendlier online experience
  • Blocking and collaboration around fighting child sexual abuse material online
  • Engagement on national and EU level regarding legislative predictability