Corporate Governance
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 stakeholders. Customer and Public Communications SaskEnergy employs a wide range of methods, from print and online media to phone and face-to-face contact, to communicate with its its more than 399,000 customers. SaskEnergy continues to emphasize the use of technology to make it easier for customers to access the information they want or need, such as their billing and meter reading data, and in the development of new platforms to better allow customers to contact SaskEnergy through their preferred method. In recent years, there has been significant growth in use of the Sask 1st Call service, which provides initial customer contact for more than 95 companies with underground facilities, including SaskEnergy and TransGas. In February 2020, Sask 1st Call joined Western Before You Dig Partners, a collaboration between four one-call services in British Columbia, Alberta, Saskatchewan and Manitoba, and transitioned to a single, shared software solution for line locate ticket processing and management. The Before You Dig Partners service offers a one-stop platform for all locate submissions in Western Canada, including a user-friendly portal with mapping functionality for excavators and homeowners to pinpoint their dig site. TransGas fosters personal contact with its 118 transportation and storage customers through dedicated account representatives that meet each customer’s needs. It also promotes contact through the TransGas Customer Dialogue Process, where customer rates and operational policies are jointly addressed before recommended implementation. SaskEnergy works effectively with the plumbing, heating and mechanical contracting industry, which is highlighted by the Industry Dialogue process resulting in the creation of the SaskEnergy Network. There are 158 Residential Network Members in 53 communities and 71 Commercial Network Members in 17 communities. These 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 Stakeholder Engagement Communications Models Employed
safety (“Click 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 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 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: • Annual approval of the Corporation’s business/ performance management plan, including capital expenditures through its shareholder, CIC. satisfaction in its independent surveys. Shareholder Communications
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