telefonica stakeholder engagement - eduardo puig aznar

Telefonica Stakeholder

Engagement

Eduardo Puig de la Bellacasa

Director Stakeholder Engagement

Telefónica S.A.

Milan, 28th May 2014

DISCOVER, DISRUPT, DELIVER

Index

1. The Digital revolution

2. A new Stakeholder Engagement


Since the beginning of internationalization, the company has

experienced a significant growth

* Data as of FY 2012.

1989 2000 Sep13 1989 - Sep13

Customers (Mn) 12 68 320 x27

Countries 1 16 24 +23

Team (‘000) 71 149 131 x2

Revenues (Mn €) 4,273 28,482 62,356 * x15


Our scale is reinforced with global partnerships and

collaboration agreements

+ PARTNERS PROGRAM

~ 13 mn customers ~ 3 mn customers ~ 144 mn customers ~ 69 mn customers

Strategic & Industrial Alliances

Stake 5.02% Stake 14.96%

million

combined

customers * >1,000

* Telecom Italia doesn't include Brazil and Argentina.


We are living a transformation with a remarkable

connectivity growth...

...surpassing

90% o/Pop

Mobile

subscribers

6.8 Bn...

...but only

24% o/mobile subs.

Smartphone

users 1.6 Bn...

...10% of Internet users in

Latin America

Internet users

grew

up to 2.7 Bn...

...significant push in LTE

and Fiber rollout

Ultrabroadband

became a

reality...

...>90% keep their mobile

1 m away 24h/7d

Smartphone

users

rose by 39%...

24/7

...~ 60% of mobile data

traffic is video

Mobile share of

global Internet

traffic x2...


The world has changed…

We are living in a Digital Revolution


Everything goes faster and faster. Transformation is unstoppable

Before we used “years”

Years to get

150 MM users

89 years

17 years

14 years

http://rienzie.com/img/telefonomovil.jpg

http://members.chello.nl/mlampers/images/IBM PC-XT-1.jpg


...But today it takes just 1 second in Internet to…

100,000

571 websites created

47,000 Apps downloaded online

684,478 shared items

3,600 sharing photos

2 Mill searches

48 h video uploaded

$272,000 spent online

1 second in Internet


A revolution that affects all aspects of our lives …

My friends

My house

My work My bureaucracy

My entertainment


Top-10 countries - population (MM)

Social networks growth is exponential

1,400 1,250

1000

500

310 240

200 170 160 162

China India Facebook Twitter EE.UU Indonesia LinkedIn Brasil Pakistan Nigeria

http://www.33ff.com/flags/XL_flags/Nigeria_flag.gif


Client

stakeholder relations also change: citizens are at the centre

Source:: Antoni

Gutierrez Rubi

Company Government

Regulator Competition

Suppliers

Citizen

Activist

NGO´s

Consumer

Associations

User

Society Public opinion

Social media

Market

BEFORE

TODAY


Index

1. The Digital revolution

2. A new Stakeholder Engagement


Telefonica a stakeholder engagement methodology

• In Telefónica we have moved our Corporate

Responsibility focus from REPORTING, as

our first objective

TO

• ENGAGING WITH STAKEHOLDERS through

institutionalised dialogues both “online”

and “off line”, using our 4.0 methodology

and our Rconversa online Platform.


Our dialogue ecosystem

Public Institutions, Associations, NGO´s, Media, Businesses, Universities, etc.

Contents

STAKEHOLDERS

Universities Offline Debates

4.0

WEB BLOG´s SOCIAL

MEDIA Newsletter Rconversa

Online

Dialogues

YAMMER


Engaging with stakeholders: A twofold methodology

The 4.0 Methodology developed by Telefónica consists in engaging with stakeholders

combining both “online” and “offline” dialogue with stakeholders:

• Offline: through Roundtables with stakeholders e.g. associations, businesses, academia,

administrations, etc.

• Online: through our online dialogue platform Rconversa.

The method used will be an inclusive dialogue between stakeholders:

• An inclusive process: for each of the selected topics, actors will be selected from public

and private institutions, businesses and civil society.

• A process with a social focus: The process "looks” at stakeholder engagement from the

perspective of the citizen.

• A process focused on action, that is, to identify problems and solutions, to get the most out

of the dialogue with stakeholders on the main issues of Corporate Responsibility.

1


An inclusive process

CONCLUSIONS &

FUTURE ACTIONS

The Dialogues, will end

with a conclusion

document that will

point out future

actions, initiatives,

policy positions and

follow up.

Associations

Academia

NGO´s

Business

Administration

Civil

Society

1

Roundtable Hosted by

ONLINE

DISCUSIONS

We will have

preliminary online

discussions on the

topic of the

roundtable,

moderated by one

of the participants

(Academia)

Tool: Rconversa

BEFORE DURING AFTER

FACE TO FACE DIALOGUE


During the debate: tweets are encourage to increase participation and introduce new

ideas in the debate #Rconversa.

Closing of Rconversa debates:

Rconversa methodology 1

Publication of conclusions

Mailing: subscribers to Rconvesa; CR team

and external contacts., Network of

Professors, contacts and participants in the

dialogue.

Possible press release.

Inform employees through the internal

communication channels.


Latest debates in Rconversa 1

In 2013 we organized 13 debates in the TELEFONICA footprint in collaboration with

different organizations (universities, NGO´s, public administrations, etc.), where experts

and users have debated issues like ICT´s and Health, Entrepreneurship in the Digital

World, Smart Cities and open Government, etc.


4.0 Methodology track record

eCLM-2012

CHILE

4.0 Andalucía

Open Future

Compromiso

Guatemala

1


COMPROMISO CON GUATEMALA

Seguridad 4.0

JUNIO 2013


Conclusions

The 4.0 Methodology developed by Telefónica is a twofold methodology “offline” and

“online”:

1

Roundtables with stakeholders

from : associations, businesses,

academia, administrations, etc.

Analysis

Diagnosis

Action Plan

Follow-up

Rconversa, a dialogue platform

developed in house.

Inclusive

Online

WG´s on specific topics