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Stakeholder Engagement (Measuring Benefits (Reporting (Standardise and…

- - - - Actions should be communicated to stakeholders who provided the feedback in the first place
      - Actions taken to satisfy stakeholder feedback should be recorded on the feedback repository or similar system. This form the evidence base for the submission and collect record of outputs.
    - - Tracking actions
        
        Once gathered, feedback should turn into clear actions. There should be processes around who does this, on what system.
      - Prioritisation tool
        
        Companies need to establish high level rules around how they prioritise actions stemming from feedback
        
        WPD - "To be truly frontier we must go further and seek to measure the social value we have delivered. This will enable us to build a programme that delivers maximum value to customers by ensuring that our actions and expenditure are appropriate in light of the value customers place on the outcome achieved"
        
        2x2 Stakeholder/Customer urgency, Impact of SECV strategy matrix is an example.
      - Escalation to business
        
        Actions should be assigned to the relevant people across the business. A system or process to share actions with the relevant people and track progress against action is needed.
  - - - Standardised form should be built to maximise completeness and minimise human error.
    - - Training should be made available to areas of the business to use standardised forms, uploading it on the feedback repository and extracting relevant stakeholder and customer feedback as needed.
    - - Companies should adopt a standardised pro-forma for feedback which is built to handle feedback from all possible engagement methods.
    - - A central database should be developed to display all feedback recorded via standardised form. This should provide an overview of all engagement performed and should highlight key customer issues.
    - - Companies should be able to record feedback from all available engagement methods. Some channels (e.g. news articles) are used to push information rather than recording feedback - most of them are suited for a two-way conversation. Companies can develop standard tools and processes to facilitate gathering and standardising feedback.
- - - - Inform stakeholder on initiative/actions
      - Involve stakeholders and allow them to influence transition to DSO
        
        WPD's DSO engagement strategy is to:
        - Lead the debate about the role of networks in the future
        - Make substantive progress in transforming operation immediately
        - Recognise and respond quickly to the fact that they must engage in news with new parties
      - Identify customer preferences on given topic
      - Review delivery of business plans
      - Review current service standards
      - Identify long term priorities and seek early input to develop future business plan
- - - - Customer Surveys validate that expected qualitative benefits have occurred in reality
      - Quantitative benefits measure the exact benefit delivered for customers and/or organisations
      - WTP estimates a customer's utility stemming from company actions
      - SROI estimates society's utility stemming from company actions
  - - - Quantitative
        
        Average Monetary value of benefit * expected number of outputs
      - Qualitative
        
        SROI
        
        Best practice is that companies stick to the most pragmatic and verifiable benefits that stem directly from the action. This avoids benefit figures from ballooning.
        
        Example - Cadent has introduced confidence interval on its SROI calculation to indicate the likelihood that a customer actually benefits from a given action
        
        WTP
        
        Example - WPD looks to identify the minimum value that their actions have delivered, based on explicit, quantitative outputs achieved and derive monetary values by asking customers directly rather than employing abstract calculations
  - - - Quantitative
        
        Review number of outputs delivered with appropriate division or third party organisation/partner
      - Qualitative
        
        Stakeholder Surveys
- - - - Physical channels
        
        Third party organisations/Partners
        
        Paper surveys
        
        Company Veichles
        
        Street work signs
        
        TV
        
        Tradeshows/ targeted events
        
        Example - UKPN:"...we attended Deaf Info 50 Plus (an event specifically for the over-50s) to engage this seldom-heard group"
        
        Newspaper articles
        
        Community events
        
        Forums
        
        Presentations
        
        Workshops
        
        7 regional workshops, both topic specific and stakeholder specific sessions
        
        Paper Consultations
        
        Leaflets/Booklets
        
        Roadshow
        
        Proactive calls
        
        Panel
        
        Customer Panels
        
        WPD is the first company to have their customer panel publish an assurance report on the company's performance and the quality of engagement. Note that it is not clear how it can be ensured that this report is independent
        
        Stakeholder Panels
        
        Reactive calls
        
        Independent Research
        
        Paper Surveys
      - Digital channels
        
        Live webchat
        
        Tailored webpages
        
        Podcasts
        
        Newspaper articles
        
        Online Guides
        
        Videos
        
        Webinars
        
        Digital Publications
        
        E-mail newsletters
        
        Online Consultations
        
        Social Media
        
        Customer discussions
        
        Ad-campaigns
        
        Surveys
    - - Reviewing methods
        
        After engagement
        
        Survey customers after each event to check that:
        
        it was easy for them to engage with company
        
        they felt they were informed enough to give feedback
        
        Before engagement
        
        Engage expert stakeholders to understand which stakeholder group the company should engage on each engagement topic
      - Method prioritisation tool
        
        Companies can use methods to compare different engagement methods to weight the 'value of feedback' (via proxies) and compare it to the cost required by each method.
        
        Example - WPD: "Measuring social value can also influence the method of delivery, e.g. deciding between blanket mail-outs with a lower success rate but lower cost, versus making direct telephone contact to discuss each individual’s needs, which is more expensive, but results in higher rates of successful contact, resilience and satisfaction."
        
        "Example - Cadent Engagement Prioritisation tool
      - A company must choose the appropriate method to reach the target stakeholder group. Choosing the appropriate method depends mainly on the volume of stakeholders to reach and the level of knowledge that customers have on a given topic.
  - - - Best practice is to explain complex topics in terms of the impact to customers/stakeholders with little knowledge of a topic before asking for their feedback
      - The objective of content is to communicate ideas clearly and to enable the stakeholder to provide valid, informed feedback. It follows that content should be based on the level of a stakeholder's level of knowledge on a given topic as well as the nature of the method used.
- - - - Stakeholder feedback from engagement events
      - Social Media user content (i.e. comments)
      - Webchat inquiries
- - - - We suggest companies start by identifying the topics of engagement (the WHY) and tailor all aspect of engagement (WHO, WHAT, HOW, WHEN) to ensure that valid, informed and complete feedback is gathered on the topic
        
        Note - complete feedback refers to a situation where all relevant stakeholders who could have an opinion on a given topic have been engaged in a way that:
        - A) Is apt at reaching these stakeholders where it is most convenient for them (tailored method)
        - B) Is appropriate to inform stakeholders on the topic before gathering feedback from them (tailored content)
    - - Example - WPD states that "Customers pay for everything we do and therefore have a right to influence all aspects of our service. Our decision must be well justified, reflect their views and address concerns
  - - - The company needs to explain the tools and processes as well as its strategy to review the quality of its engagement and improve the process continually.
        
        Example - most companies surveys their stakeholders following every engagement event to gather feedback on the quality of the event as well as their ability/preparedness to engage on the given topic. This can inform decisions on method and content
    - - These tools and processes have been designed and embedded into the company to enable the organisation to perform all the steps of the process/approach to stakeholder engagement
    - - There is a step by step approach but some aspects (i.e. tailoring are not clear). Presentation needs to be improved. This is also missing a link to the tools and processes that enable this approach be operational in practice.
    - - Principles explain how the company does Stakeholder engagement. These principles should be in line with the major independent standards (e.g. AA1000SES)
        
        WWU list their principles on page 2 of the submission. They bring these to life by providing examples of how these principles turn into action and impact for customers and stakeholders.
    - - Our promise, page 2
- - - - Date Updated
      - Company contact
      - Address
      - Phone number
      - Email
      - Region that stakeholder represents
      - Job Role
      - Stakeholder Name
      - Type of organisation
  - - - Regulatory
      - Environment
      - Social Obligations
      - Innovation
      - Customer Service
      - Reliability
      - Safety
  - - - Companies should be able to identify the speific organisations to be engaged as well as the contact details of relevant staff at these organisations
      - Companies should be able to identify new types or categories of stakeholders
  - - - New Market Entrants (DSO related stakeholders)
        
        Community energy groups
        
        Aggregators
        
        Local Enterprise Partnerships
        
        Smart technology providers
        
        Storage providers
        
        Distributed generation providers
      - Future stakeholders
        
        CADENT
        Cadent has started the Safety Saymour activity in the gas industry. This consists of a bear visiting school children in deprived areas to provide CO safety information and alarms
      - Influencers
        
        Sport teams
        
        Religious leaders
        
        Community leaders
        
        Individuals or organisations trusted by vulnerable customers
      - Pressure groups
      - Environmental Groups
        
        UNITED UTILITIES
        From The Canal and Rivers Trust to the RSPB, we work closely with a range of environmental and wildlife groups on joint projects to protect natural habitats, improve our catchment land and keep our regional landscapes beautiful
      - Community orgs.
        
        UKPN
        Partnered with Neighborhood Watch in West Sussex which sent emails to its community about the PSR and related services/benefits
      - Employees
        
        Current
        
        UNITED UTILITIES
        Our annual employee survey gives colleagues the opportunity to provide feedback about our company, their job and their working life. We also carry out a half-yearly ‘temperature check’ survey to see how we’re doing in our employees’ eyes.
        
        Prospective
        
        WPD
        Apprentice scheme recruitment campaign in the form of innovative twitter Q&As with existing staff. This drew a 66% increase in applications
      - DSOs
      - Builders
        
        WPD
        See connection workshops
      - End customer
    - - Housing associations
      - Faith Groups
        
        UKPN
        Established Faith & Power with LSx to communicate with Muslim Community. This engaged 60 communities through mosques, Islamic and non Islamic organisations as trusted sources to share information about energy advice and the role of the electricity distributor
      - Local communities
        
        UNITED UTILITIES
        We work in the heart of local communities, and aim to go the extra mile for these neighbourhoods, especially when our work is disruptive. Last year, we supported more than 100 local initiatives in a variety of ways, from cash contributions to volunteering, including a community defibrillation scheme in Cumbria to volunteers renovating forgotten benches in Windermere, all delivered in close consultations with community, voluntary and residents’ groups
      - Trade Associations
        
        WPD
        Engaged with energy aggregators
      - Suppliers
        
        UNITED UTILITIES
        We have events throughout the year to keep them informed and engaged – from quarterly relationship management meetings, to conferences involving many of our key suppliers. We periodically measure how our supply chain views us, either by our own surveys, or those commissioned from independent bodies.
      - Shareholders
        
        Investor relations department
      - Media
        
        UNITED UTILITIES
        Our busy press office deals with local, regional and national journalists on a daily basis.
        We provide a reactive service – answering incoming calls – as well as proactively promoting our investment programmes, community work and achievements through the media.
      - Politicians
        
        UNITED UTILITIES
        We engage with North West MPs on a regular basis, through meetings in their constituency offices and at Westminster. We hold an annual drop-in session in the Houses of Parliament to give MPs an opportunity to speak to our senior directors, and we attend annual party conferences.
        Common topics of discussion include our investment schemes in local constituencies, our economic contribution to the wider North West, and key policy issues affecting the water industry.
      - Regulators
        
        Working groups
        Consultations
        Commission research
      - District councils
        
        DNOs
        Identify fuel poverty stricken areas, agree on relief plans
      - Energy Industry
        
        Shippers
        
        Independent DNOs
        
        Regular working groups
      - Innovation/Education
        
        WPD
        Expanded school education programme to include energy efficiency, smart networks and the PSR. Broadened the range of information and provided training to 70,000 children
      - Government
        
        UNITED UTILITIES
        We engage with North West MPs on a regular basis, through meetings in their constituency offices and at Westminster. We hold an annual drop-in session in the Houses of Parliament to give MPs an opportunity to speak to our senior directors, and we attend annual party conferences.
        Common topics of discussion include our investment schemes in local constituencies, our economic contribution to the wider North West, and key policy issues affecting the water industry.
      - Health
        
        UKPN
        Worked with GP surgeries to promote PSR to vulnerable patients. Specifically, 10 GP surgeries promoting PSR to patients on surgery screens and posters.
      - Emergency resilience
        
        WPD
        Meeting with various Local Resilience Forums have helped to improve emergency response preparedness and processes in place to support customers
      - Business customers
        
        WPD
        Over 250 charitable and non-charitable organisations helped including improved environment, wildlife projects, donations. Partnerered with six wildlife trusts and schools to reach 1,400 children
      - Connections
        
        WPD
        Connection opportuniteis for developers to meet with local WPD network planners one-to-one to discuss specific schemes
      - Vulnerable Customers
        
        DNOs
        Set up PSR referral networks. WPD engaged a range of agencies to identify hard-to-reach customers, via relevant front line services, in 44 locations. This contributed to 18,646 direct sign ups to the PSR