Case study: How Aguas Andinas creates economic value for its stakeholders
Aguas Andinas is a group of companies that provides comprehensive environmental and sanitation services, covering a scope of action that allows it to respond adequately to a climate context that has become challenging for water resource management. Aguas Andinas is firmly committed to generating sustainable economic, social and environmental value for all its stakeholders. Tweet This!
This case study is based on the 2021 Integrated Report by Aguas Andinas, prepared in accordance with the GRI Standards, that can be found at this link. Through all case studies we aim to demonstrate what CSR/ ESG/ sustainability reporting done responsibly means. Essentially, it means: a) identifying a company’s most important impacts on the environment, economy and society, and b) measuring, managing and changing.
Abstract
In 2021, the economic value distributed by Aguas Andinas reached 482,160,244 pesos. In order to create economic value for its stakeholders Aguas Andinas took action to:
- create economic value for employees
- create economic value for capital suppliers
- create economic value for governments
- create economic value for communities
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With this case study you will see:
- Which are the most important impacts (material issues) Aguas Andinas has identified;
- How Aguas Andinas proceeded with stakeholder engagement, and
- What actions were taken by Aguas Andinas to create economic value for its stakeholders
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What are the material issues the company has identified?
In its 2021 Integrated Report Aguas Andinas identified a range of material issues, such as climate change, water risk management, emergency response, customer management. Among these, creating economic value for its stakeholders stands out as a key material issue for Aguas Andinas.
Stakeholder engagement in accordance with the GRI Standards
The Global Reporting Initiative (GRI) defines the Principle of Stakeholder Inclusiveness when identifying material issues (or a company’s most important impacts) as follows:
Stakeholders must be consulted in the process of identifying a company’s most important impacts and their reasonable expectations and interests must be taken into account. This is an important cornerstone for CSR / sustainability reporting done responsibly.
Key stakeholder groups Aguas Andinas engages with:
| Stakeholder Group | Method of engagement |
| Customers
| · Service channels available 24X7 (Contact Centre, Virtual Office and Web platform) · Communication in RRSS and by SMS (in cases of subscribed clients) · Commercial Agencies · Customer service improvement programme (Homeowners) · Development of non-face-to-face customer service platforms · Easy-to-understand information on ballots · Informative videos · Media and marketing communication · Complaints channel in institutional web |
| Suppliers/ Contractors
| · Communication through the Supplier Portal · Supplier Decalogue · Relationship Policy · Area Responsible for Suppliers · Annual work programme: Integral Supplier Plan · Permanent meetings · Accredited supplier service · Suppliers Day · Electronic Mailbox gestionenergetica@ aguasandinas.cl · Complaints Channel on institutional website |
| Employees Aguas Group
| Various media and platforms managed by the company, such as: · Digital communication · Mailings and campaigns · Meetings (telematic and face-to-face) · Communication interventions · Audiovisual programmes (“Interview with…”) · Trainings · Marketing and Social Networks · Complementary information of public knowledge (media) · Events · Electronic Mailbox gestionenergetica@ aguasandinas. Cl · Complaints Channel and Compliance Management System Minisite on the Intranet · Complaints Channel on institutional website · Other instances |
| Authorities
| · Participation in meetings · Participation in emergency committees and meetings · Development of management plans · Response to information requests · Communication plan for the population · Early warning · Media and marketing communication · Complaints channel on institutional web · Exchange of relevant cybersecurity information · Computer Security Incident Response Team |
| Capital providers
| · Investor web page · Ad-hoc meetings and calls · Investor relations area · Shareholders meeting · Annual Report · Integrated Report · Local and international conferences · Access to Complaints Channel · Internal audits of the Parent Company |
| Communities
| · Aló Vecino · Working Groups · Community relationship programmes · Direct door-to-door communication · Segmented communication campaigns · Complaints Channel in institutional web |
| Water user associations
| · Report of discharges to water bodies · Report on water catchment · Reservoir monitoring · Follow-up and coordination meetings · Complaints channel on institutional website |
| Civil society association
| · Publications in mass media · Personalised response according to the requirement · Direct interaction · Customer Counsel if necessary · Joint work projects to provide Shared Value (meetings, coordination, contributions, among other related activities) · Complaints Channel in institutional web |
| Mass Media | · Sending of communiqués · Responding to requests · Development of meetings · Invitation to events/seminars · Development of management plans for climate events and to mitigate environmental and social impacts · Mass Media |
| Opinion Leaders
| · Direct communication · Invitations · Development of management plans · Delivery of specialised and detailed information |
| Specialised Entities
| · Organisation and participation in seminars, lectures and workshops · Provision of information · Request for advice · Complaints channel if necessary · Responding to surveys and ensuring traceability of information · Integrated reporting · Joint work projects to contribute Shared Value (meetings, coordination, contributions, among other related activities) · Complaints Channel in institutional web |
How stakeholder engagement was made to identify material issues
To identify and prioritise material topics Aguas Andinas engaged with its stakeholders through online surveys.
What actions were taken by Aguas Andinas to create economic value for its stakeholders?
In its 2021 Integrated Report Aguas Andinas reports that it took the following actions for creating economic value for its stakeholders:
- Creating economic value for employees
- In 2021, Aguas Andinas paid 55,077,943 pesos in salaries and employee benefits.
- Creating economic value for capital suppliers
- In 2021, Aguas Andinas paid 190,978,973 pesos to capital suppliers.
- Creating economic value for governments
- In 2021, Aguas Andinas paid 46,777,029 pesos to governments.
- Creating economic value for communities
- In 2021, Aguas Andinas spent 763,000 pesos in community investments (donations).
Which GRI Standards and corresponding Sustainable Development Goals (SDGs) have been addressed?
The GRI Standard addressed in this case is: Disclosure 201-1 Direct economic value generated and distributed
Disclosure 201-1 Direct economic value generated and distributed corresponds to:
- Sustainable Development Goal (SDG) 8: Decent Work and Economic Growth
- Targets: 8.1, 8.2
- Sustainable Development Goal (SDG) 9: Industry, Innovation and Infrastructure
- Targets: 9.1, 9.4, 9.5
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References:
This case study is based on published information by Aguas Andinas, located at the link below. For the sake of readability, we did not use brackets or ellipses. However, we made sure that the extra or missing words did not change the report’s meaning. If you would like to quote these written sources from the original please revert to the following link:
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