CORPORATE GOVERNANCE
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 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 more than 397,000 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 1 st Call service, which provides initial customer contact for more than 90 companies with underground facilities, including SaskEnergy and TransGas. To successfully manage these 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 56
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 (“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 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.
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