Impact Management to Stakeholders in the Business Value Chain
Business Value Chain
The company defines business value chains, and a value chain analysis is required in order to analyze the organization’s activities from start to finish. The information is used to assess stakeholders and risks in each activity or deliver value to that activity to achieve sustainability. The Company’s activities, which are the concessionaire for the concession tollway service, have a value chain from starting to finishing activities.
Stakeholder Analysis from the Business Value Chain
The Company has organized groups of stakeholders to consider and organize activities or projects that are appropriate and in line with needs and expectations to deliver confidence and sustainability to all groups of stakeholders. The Company analyzed and divided stakeholders into 8 groups/4 levels of importance
Stakeholder Engagement
The company has established guidelines to meet expectations and participation of stakeholders as follows.
States and other relevant regulatory agencies
Needs / Expectations
- Strict compliance with relevant laws
- Support government projects that are beneficial to society
- Fair and transparent business operations
- Operations in compliance with the concession contract
- Sufficient and timely disclosure of information
Communication Channel
- Website : www.tollway.co.th
- Facebook : Don Muang Tollway
- Call Center
- Performance reports
Participation Management Guidelines and Strategic projects responsive to stakeholders
- Participate or support activities of government agencies
- Implement and comply with government policies such as safety measures to control the spread of COVID-19
- Meet, consult, and coordinate for good relationship with the public sector
- Report of performance
- Study the M-Flow project
- Traffic Management Development
- Modernization of maintenance work
- Complaint management
Shareholder
Needs / Expectations
- Provide a tangible and continuous growth on return of investment
- Develop potential to create business growth
- Good performance, stock price and dividend at a high level
- Continuous business expansion
- Transparency in business operations and good corporate governance of the Company
- Risk management, joint investment and development
- Innovation to increase efficiency of the Company’s operations
- New business investments
- Stability and availability of service
- Opportunity for shareholders to have equal access to information
- Public relations for services/projects to build confidence in the business
- Effective access to information and public relations
Communication Channel
- Website : www.tollway.co.th
- Arrangement of shareholders' meetings
- Meeting with analysts and investors (Opportunity Day)
- Annual Report (Form 56-1 One Report)
Participation Management Guidelines and Strategic projects responsive to stakeholders
- Annual General Meeting of Shareholders
- Company’s website (under “Investor Relations”)
- Annual Report
- Opportunity Day
- Quarterly financial reports
- Answering investor questions by phone and email
- Communicate business directions and strategies covering economic, social and environmental dimensions, as well as building confidence in earning income
- Open to opinions with transparency and implementing the resolutions of the shareholders’ meeting
- Communicate and disclose qualifications and charter of the Executive Committee for stakeholders to be informed through various channels
Employee
Needs / Expectations
- Career advancement
- Fair remuneration
- Potential development
- Health care and safety
- Work-life balance
- Proper welfare
Communication Channel
- DMT Intranet
- Website : www.tollway.co.th
- Communication via Application Line
- Stick to a bulletin board
- Internal meeting
- Training for new employees
Participation Management Guidelines and Strategic projects responsive to stakeholders
- Internal meetings
- Online meetings and communicating
- Communication via Line Application
- Annual performance assessment
- Promotion of potential, skills, knowledge development
- Welfare committee meeting
- Setting criteria for consideration of remuneration, welfare, and benefits as required by the laws or more
- Determining and implementing policies and practices on health care and safety
- Personnel engagement assessment
Tollway user
Needs / Expectations
- Value of price
- Service efficiency
- Convenience, speed and safety on the route
- Discounts and promotions, innovation to increase efficiency of the Company’s operations
Communication Channel
- Website : www.tollway.co.th
- Facebook : Don Muang Tollway
- LINE OA @Donmuangtollway
- Call Center
- Relationship building activities with service users
Participation Management Guidelines and Strategic projects responsive to stakeholders
- Company website improvement
- Annual report
- Complaint channels via Call Center, LineOA, Facebook
- Activities to thank users
- Tollway user satisfaction survey
- Listening through satisfaction surveys via social media, call center, complaint channels, and relationship-building activities, etc. Analyze customer voice data to find ways to build good relationships and create memorable experience for service users. An example of relationship-building activity with customers/users is Engagement rewards program campaign with tollway users
- Study ways to enhance service operations with Service Excellence Service Excellence
- Study ways to create service innovations to increase operational efficiency
- Communicate and publicize channels for reporting incidents, guidelines and standards for rescue services
- Define and review channels for receiving feedback and the process of dealing with such issues comprehensively and effectively
Supplier and Partner
Needs / Expectations
- Anti-corruption and transparency in good corporate governance
- Conducting business according to relevant standards and requirements
- Disclosure of procurement/hiring
- Fair mid-price
- Fair treatment
- Information accessibility and effective PR communications
- Internal process efficiency, organize social and environmental activities
Communication Channel
- Website : www.tollway.co.th
- Call Center
- Meetings or discussions with business partners
Participation Management Guidelines and Strategic projects responsive to stakeholders
- Meetings
- Work audit/evaluation
- Company website
- Telephone
- Complaint channels
- Develop a website for business partners to communicate central pricing and procurement standards
- Eco-friendly product procurement communication
Creditor
Needs / Expectations
- Continuous business expansion
- Stability and availability of service
- Legal disputes
- Innovation to increase efficiency of the Company’s operations
- Risk Management
- Joint business investment and development
- Compliance with ESG regulations
- Add trade partners to help facilitate service users and sales promotion
- Value of price
- Service rates responsive to users’ needs with discount package
- Expansion of future service routes
Communication Channel
- Website : www.tollway.co.th
- Facebook : Don Muang Tollway
- Call Center
- Stakeholder Group Satisfaction Survey
Participation Management Guidelines and Strategic projects responsive to stakeholders
- Compliance with loan terms and timely debt repayment
- Meeting to exchange information and maintain good relationship
- Reports on financial and annual performance
- Communicate business directions and strategies covering economic, social and environmental dimensions to build confidence in earning income in the future
- Create engagement by studying ways to create business alliances with the bank in order to enhance service and satisfaction for customers/ service users such as creating benefits from using credit cards to use the tollway
- Define and review channels for receiving feedback and the process of managing such issues comprehensively and effectively.
Companies in the same industry
Needs / Expectations
- Service efficiency
- Safety on the routes
- Conduct social and environmental activities
- Innovation to increase efficiency of the Company’s operations
- Security of information technology systems
- Fair business competition
Communication Channel
- Website : www.tollway.co.th
- Facebook : Don Muang Tollway
- Call Center
Participation Management Guidelines and Strategic projects responsive to stakeholders
- Communication via Company website
- Annual reports
- Ethical treatment of competitors and fair competition
- Communicate and disclose business operations, create business alliances
- Build confidence by adhering to fair and transparent competition policies and practices
- Communicate to ensure the guidelines and operations that the organization has set security measures for the organization’s information technology system, and protection of personal information to be recognized and build confidence in the operations of the organization.
Community, Society and Environment
Needs / Expectations
- Social and environmental activities such as
- Educational support and development
- Promotion of health and safety
- Promotion of quality of life and the environment in the community, creating jobs and income for the community
- Participation in community activities and organizing social activities for socially disadvantaged group
- Creating a good and safe environment
- Cleanliness and safety of areas under the tollway
- Drug prevention
- Speed control and traffic discipline on tollway
- Value of toll price
- Cleanliness and environment
- Pollution prevention
- Effective access to information and public relations. Monitoring of social responsibility operations
Communication Channel
- Website : www.tollway.co.th
- Facebook : Don Muang Tollway
- Line OA
- Call Center
- Social responsibility activities in 5 areas and helping neighboring communities
Participation Management Guidelines and Strategic projects responsive to stakeholders
- Identification of key community targets to carry out social responsibility projects with corporate talents in a long and continuous way in line with the organization’s 5 aspects of social activities.
- Tollway Smart Way Social responsibility guidelines in enhancing educational opportunities
- Tollway Healthy Way Improving the health of society
- Tollway Safety Way Enhancing road safety
- Tollway Better Way Improving quality of life
- Tollway Green Way Enhancing the environment
- Implementation of social responsibility projects, creating a balance between the implementation of social responsibility in the form of CSR in Process and CSR after Process.
- Arrange for follow-up to measure performance for reviewing and developing implementation of social responsibility projects.
- Strategies for social responsibility operations that create recognition, such as the expansion of the 3 Rs principle into the target community.
- Create network alliances for social responsibility operations to create impacts on the wider society, for example, collaboration with private organizations that have CSR operations— the 3Rs project in collaboration with a waste recycle plant.
- Build employee engagement by being volunteers in activities to improve the quality of life of the community.
- Define and review channels for receiving feedback and the process of dealing with such issues comprehensively and effectively.
Materiality Topics
| Sustainability Dimension | Materiality Topics | Risks and Impacts | Opportunities and Positive Factors |
|---|---|---|---|
| Economic |
|
The risk of business discontinuity and unsustainability and lack of business partners. | Build business growth and sustainability responsive to changes and create opportunities for business expansion. |
| Social |
|
Possibility of complaints and lack of acceptance from the community. | Build relationships with employees and communities to strengthen the business and to create a good image for organizational development. |
| Environment |
|
Impacts from changes in the environment and laws that may affect operations. | Reduce the cost of using resources and meet energy and environmental management standards. |
Materiality Topics
Economic
- 1Innovation
- 2Sustainability strategy policy
- 3Risk management and BCP
- 4Value chain management
Social
- 5Fair labor practices
- 6Human rights
- 7Customer responsibility
- 8Responsibility to surrounding communities and society
Environment
- 9ISO14001 Environment Management Standards
- 10Greenhouse gas management
- 11Management of effluents and waste
- 12Energy management