the management of their natural gas bills. The Corporation continues to analyze the usage of social media tools in its utility business context. The SaskEnergy website also provides access to corporate information, such as quarterly financial updates and annual reports, energy efficiency- and safety-related information, as well as career opportunities and a streamlined process for charities and non-profits to request financial support through the Corporation’s community investment program. The high level of efficacy and support for SaskEnergy’s and TransGas’ customer communications approach is reflected through ongoing high levels of customer satisfaction in its independent surveys. Shareholder Communications As a Crown corporation, SaskEnergy complies with the communications requirements set by the shareholder and by statute, in accordance with the Board-approved external communications policy. Through the Board Chair, the Board is accountable to the Minister Responsible for SaskEnergy. The Minister functions as a communications liaison among the Corporation, CIC, Cabinet, the Provincial Legislature and the public. SaskEnergy fully complies with its statutory obligations for approval and disclosure of information. These responsibilities include: • A nnual approval of the Corporation’s business/performance management plan, including capital expenditures through its shareholder, CIC. • A nnual disclosure through Crown and Central Agencies, a public legislative committee of government, of all payments of over $50,000 to employees and suppliers, and of all grants, donations and sponsorships of over $5,000. • A ppearances before public committees of the legislature, including Crown and Central Agencies, by senior executive to answer questions relating to the business of the Corporation in preceding years. • C ompliance with public requests for information, balancing the interests of The Freedom of Information and Protection of Privacy Act . SaskEnergy also works cooperatively with CIC, the office of the Minister Responsible for SaskEnergy and Executive Council Communications to generate dialogue, understanding and support for corporate initiatives that affect stakeholders. These communications tools include briefing notes, face- to-face meetings and other information packages to ensure elected officials are able to represent the Corporation in the public and through the media, by speaking knowledgably on issues regarding the business operations of SaskEnergy. The Corporation is also expected to respond expediently to correspondence and case work submitted by the office of the Minister Responsible for SaskEnergy.
Stakeholder Engagement
Communications Models Employed at SaskEnergy Strong two-way communications models support the achievement of business and corporate results. The Corporation is committed to rigorous and professional communications practices that support the principles of timeliness, openness and transparency with its stakeholder. Customer and Public Communications Continued business growth at SaskEnergy has entailed continued contact with the Corporation’s base of more than 380,000 customers. To this end, an estimated more than one million direct interactions occur annually between the Corporation and customers. In addition to standard customer billing and meter reading inquiries, growth has occurred relative to the Sask 1st Call service, which provides initial customer contact for 61 companies with underground facilities, including SaskEnergy and TransGas. To successfully manage increasing levels of customer contact within the existing cost structure, SaskEnergy’s customer service team has developed specialization of certain functions in individual locations. Enabled by networking technology, this structure allows the province-wide group to form a virtual call centre. TransGas fosters personal contact with its smaller transportation and storage customer base of less than 200 through dedicated account representatives. It also promotes contact through the TransGas Customer Dialogue Process, where customer rates and operational policies are jointly addressed before recommended implementation. SaskEnergy also effectively works with the plumbing, heating and mechanical contracting industry, which is highlighted by the Industry Dialogue process and the creation of the SaskEnergy Network, through which nearly 170 private sector plumbing and heating contractors use the SaskEnergy Network brand to deliver downstream services to natural gas customers. Critical corporate initiatives, such as creating public awareness around energy efficiency and public safety (“Call Before You Dig”), are also promoted through multi-media advertising and communications campaigns, as well as direct-contact programs, such as contractor safety breakfasts, first responder training sessions and landowner mail-outs. SaskEnergy has a strong commitment to providing safe and reliable service to customers, ensuring they understand how to use natural gas safely and that the Corporation responds in a timely manner. This includes public awareness about what customers should do if they smell natural gas. Major corporate initiatives, such as changes to the Corporation’s delivery or commodity rates, are communicated through news conferences and public events, and are supported through information distributed through SaskEnergy’s website and on customer bills. Enhanced tools, such as e-billing and equalized payment plans, allow customers greater control over
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Corporate Governance
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