Case study: How AIS creates economic value for its stakeholders
Over the course of 31 years, AIS has been providing telecommunication infrastructure to Thai society. AIS seeks to utilize its strength as a smart digital life service provider to drive economic sustainability with concern for all its stakeholders, creating business, social, and environmental value.
This case study is based on the 2021 Sustainability Report by AIS, 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.
Building win-win growth for its stakeholders, generating sustainable value for all, is a top priority for AIS. Tweet This! In order to create economic value for its stakeholders AIS took action to:
- create economic value for employees
- create economic value for the government
- create economic value for providers of capital
- create economic value for communities
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With this case study you will see:
- Which are the most important impacts (material issues) AIS has identified;
- How AIS proceeded with stakeholder engagement, and
- What actions were taken by AIS to create economic value for its stakeholders
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What are the material issues the company has identified?
In its 2021 Sustainability Report AIS identified a range of material issues, such as digital innovation, data privacy and cyber security, climate action, human capital development. Among these, creating economic value for its stakeholders stands out as a key material issue for AIS.
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 s 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 AIS engages with:
| Stakeholder Group | Method of engagement |
| Community and society | · Community relation agencies with multiple communication channels |
| Customers | · AIS Call Centre · Complaint Centre |
| Corporate Customers
| · Channels for fielding complaints and suggestions i.e. AIS Call Centre, AIS Business Website · Evaluation of customer satisfaction via channels such as the corporate clients’ sales department, AIS Call Centre, ICT Solution, ICT Service Desk (technical guidance) and other online channels i.e. E-Business Portal · Evaluation of customer satisfaction on Enterprise Digital eService |
| Partners
| · Trade Partner satisfaction evaluation · Representatives of personnel who contact customers · Distribution channels, applications, and websites · Annual meeting with trade partners · Interview |
| Shareholders and investors
| · Shareholder meeting · Operating result announcements such as analyst conferences, investor meetings both domestically and internationally, SET opportunity day, and SET Digital Roadshow · Investor relations website, Email investor@ais.co.th, Line@ contact phone number |
How stakeholder engagement was made to identify material issues
To identify and prioritise material topics AIS engaged with its stakeholders through face-to-face discussions and by phone.
What actions were taken by AIS to create economic value for its stakeholders?
In its 2021 Sustainability Report AIS reports that it took the following actions for creating economic value for its stakeholders:
- Creating economic value for employees
- In 2021, AIS paid 9,807 million Baht for employee wages and benefits.
- Creating economic value for the government
- In 2021, AIS paid 31,016 million Baht to the government.
- Creating economic value for providers of capital
- In 2021, AIS paid 22,869 million Baht in dividends.
- Creating economic value for communities
- In 2021, AIS paid 27 million Baht in community investments.
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 AIS, 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:
https://investor.ais.co.th/misc/sustainability/20220218-advanc-srd-2021-en.pdf
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