SASKENERGY 2017-18 ANNUAL REPORT
Stakeholder Engagement COMMUNICATIONS MODELS EMPLOYED AT SASKENERGY
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 respond 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 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: • Annual approval of the Corporation’s business/ performance management plan, including capital expenditures through its shareholder, CIC. • Annual 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.
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 nearly 395,000 customers. To this end, an estimated more than one million direct interactions occur annually between the Corporation and its customers. In addition to standard customer billing and meter reading inquiries, growth has occurred relative to the Sask 1 st Call service, which provides initial customer contact for more than 80 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 119 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 151 Residential Network Members in 57 communities and 64 Commercial Network Members in 19 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 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.
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