Stakeholders

From fundamental shifts in technology, industry structure, and demographics, to climate change and natural resource scarcity, our world is facing challenges that will impact generations to come.

 

As a leading telecommunications company in the Philippines, Globe is well positioned to create innovative solutions to tackle these challenges. This is not just what our business dictates, but is also driven by our new purpose: to create a Globe of Good in everything we do to benefit customers, stakeholders, and the communities we serve.

 

Aligned with our purpose is the way we communicate our sustainability approach, actions and performance to our different stakeholders. Our Sustainability Report presents an opportunity to be transparent and to share the details of our performance on these sustainability focus areas: Care for the Environment, Care for our People, Positive Societal Impact, and a Digital Nation. Globe aligns its four focus areas with the United Nation’s 17 Sustainable Development Goals allowing it to contribute to nine (9) of the Global Goals:

 

 

The management approach on economic performance is covered by the CG and Management Discussion and Analysis sections. We have undertaken recovery and buy-back initiatives that address our environment indicators, direct financial gains for economic indicators, robust employee training and engagement programs that address labor practice indicators, diversity at the workplace for human rights, multi-channel platforms to define customer satisfaction and a suite of products for digital inclusion that pertain to product responsibility, and significant community relations programs that answer society indicators.

 

Prepared in accordance with the GRI Standard guidelines and the 2030 UN Sustainable Development Goals, our Sustainability Report follows a process to help us identify material issues for reporting. Material issues and an update on the stakeholder map were defined through the consultancy services of ThePurposeBusiness, Ltd. founded in Hong Kong. The Materiality Analysis and Stakeholder Engagement exercises were done in late 2015 which were completed and reported in 2016.

 

Stakeholder Engagement

 

Our stakeholders, based on their level of influence in terms of environmental, social, and governance performances, have been grouped into eight (8) categories after a full stakeholder engagement exercise in 2015. These groups are: customers, frontline vendor partner, service vendor partner, government, parent companies and affiliates, employees, media, and disaster respondents. Stakeholder engagement takes many forms and it can be formal and informal. Rather than having one-off consultations around specific topics, we prefer to take an integrated approach. This means that we have an ongoing dialogue about our role in society, our products and services, our business performance, and other issues. This is done at both the business unit and Group level.

 

The instruments we use to conduct this dialogue include:

  • Customer hotlines and other self-service channels and/or touchpoints, satisfaction and engagement surveys, field visits, and product launches for customers;
  • Engagement surveys, independent development plan discussion, performance evaluation, planning, meeting and/or kick-offs, strategy alignment for our employees (ka-Globe), regular townhalls
  • Program/product launches, forums, conferences, email correspondences, briefings, and round table discussions with media and analysts;
  • Conference, meetings, and/or electronic dialogue, compliance with laws and regulations, and partnerships for government;
  • Meetings and SMS text message alerts for disaster respondents;
  • Board and committee meetings for parent companies and affiliates;
  • Meetings, alignment and operations review and audit for service vendor partners;
  • Vendor engagement survey and town halls for frontline vendor partners.

 

At Globe, Customer Experience continues to be at the core of everything we do. As always, it defines our brand of service, how we differentiate ourselves from competition and how we continuously innovate to delight our subscribers, customers and other stakeholders.

 

As Globe's services continue to grow, the Company recognizes that its services has expanded from telecommunications to an amazing world of digital lifestyle. For this, a Privacy Policy that outlines the Company's policy in relation to the collection, use, and protection of Customer Data to provide customers with a wonderful customer experience. In relation to this, we also have policies and practices on IT Governance and Cybersecurity and Data Privacy and Intellectual Property Rights. The same are also embedded in our MCG.

 

To create a wonderful world for our customers, partners, and the community, we prioritize protecting our customers’ data and regard privacy with utmost importance. We have set and observe clear-cut measures on:

  • Judicious use and collection of customer data, whether the information is personal or non-personal
  • Limiting access to or processing of private data to authorized personnel and with strict confidentiality
  • Abide by Groupe Special Mobile Association’s (GSMA) high-level privacy principles based on internationally recognized and accepted principles on privacy and data protection

 

As part of our mission to promote the intelligent and judicious use of the internet, we also educate the youth to better understand the impact of their online behavior so they can be responsible digital citizens. This cyber wellness advocacy takes the form of the award-winning Digital Thumbprint Program (DTP), held in partnership with Optus and Singapore Telecommunications Ltd. (Singtel), which targeted grades 7-12 students in public and private high schools nationwide. Learn more about our DTP, child rights protection initiatives and anti-fraud campaign through our 2016 ASR (pp. 74-75).

Climate change remains a real, immediate threat to our existence. Developing countries — particularly low-lying, coastal areas like the Philippines — bear the biggest brunt as they are usually the worst hit by droughts, flooding, famine, and extreme weather events.

 

Thus, environmental sustainability emerges as our immediate responsibility, especially in the face of two contrasting events: global warming and the rising demand for energy in homes and industries.

 

This is in response to two of the United Nations’ Sustainable Development Goals (SDGs): Responsible Consumption and Production and Climate Action. These two global goals go hand in hand in urgently seeking to reduce our ecological footprint and mitigating the drastic effects of climate change — with human and material losses at stake —as significantly brought about and accelerated by human activities.

 

We are relentless in promoting environmental sustainability by reducing and managing the impact of our business operations on the planet. This is a mission embraced by all our employees, partners, and customers which is reflected in our Environmental Sustainability Policy.

 

Globe also complies with the Environmental Impact Statement (EIS) system of the DENR and pays nominal filing fees required for the submission of applications for Environmental Clearance Certificates (ECC) or Certificates of Non-Coverage (CNC) for all cell sites and other facilities, as well as miscellaneous expenses incurred in the preparation of applications and the related environmental impact studies.

 

On the operations front, we continued to push our paperless billing initiative, with electronic billing statements sent to Globe postpaid customers to eliminate further environmental stress and billing delays. In 2016, we introduced Bill via Text through GlobeMYBILL, where customers received a text from Globe with a link to access their latest billing statements online. On top of Globe myAccount and email, we continuously innovate and introduce more channels on how to view customers’ billing statements with more ease and flexibility.

 

As critical partners in our mission, Globe employees help magnify and multiply our environmental efforts. Employees are treated to free rides to work through Globe Shuttle in support of carpooling. We also have bike facilities in numerous Globe locations and offer various telecommuting solutions, including online messaging apps like Google Hangouts and Skype, Cisco IP conference phone calls, and large-screen MondoPad sessions to minimize our employees’ carbon footprint when they travel to work.

 

Learn more about our environmental and sustainability policies and initiatives, through our 2016 ASR (pp. 68-73).

Globe believes that empowered employees deliver better and more innovative Globe products and services, that in turn, will make customers feel special and valued. Happy customers, in turn, develop brand affinity and loyalty that redound to higher shareholder value, making shareholders feel confident and rewarded. This is rooted in our philosophy of “Circle of Happiness.”

 

Hence, we put a premium on workplace diversity, just compensation and benefits, engagement, safety and wellbeing, human rights, and continued learning of every employee — our Ka-Globe — and strive to create a wonderful work environment for everyone.

 

By promoting full and productive employment and decent work for all women and men and espousing a safe and secure working environment for all workers, we respond to the UN Sustainable Development Goal of promoting sustained, inclusive, and sustainable economic growth. Incorporated in this mission are factors that spur the desired growth, from labor productivity and eliminating hazardous work, to enhancing trade assistance and access to financial services.

 

We also have a longstanding, healthy, and constructive relationship with the Globe Telecom Employees Union Federation of Free Workers (GTEU-FFW), characterized by industrial peace and anchored on a mutual agreement to focus on shared goals such as attaining higher levels of productivity and consistent quality of service to customers across different segments.

 

Read more about how we value employee welfare in our 2016 ASR (pp. 76-78).

 

In today’s knowledge-based economy, human capital development as a valuable organizational resource has become central to business strategy. With the rising trend towards teamwork and empowerment to hurdle the pace of technological advancement, organizational learning and the agility to learn faster than the competition is seen as the route to competitive advantage and market leadership. Globe University is the venue for competency building requirements of the company, enabling the Next Globe and offer innovative learning solutions beyond Globe. Through an emphasis on creating and facilitating a corporate learning culture and developing the capability of Globe and its employees, it seeks to amplify organizational know-how to deliver the industry’s best-trained workforce as a source of competitive advantage. With the need to develop key talent imperatives for the organization, Globe University is a visionary step in the right direction to drive a step change in workforce capabilities and performance.

 

Read more about how we encourage training and development of our employees in our 2016 ASR (pp. 78-80).

 

Globe is committed to provide the best protection for the health and safety of its employees. To this end, part of our policy on health, safety and welfare for employees include the commitment to:

  • Continuously assess all health and safety hazards in the workplace and provide programs toward its eliminations;
  • Comply with all occupational safety and health news applicable to the telecommunication business;
  • Train and motivate employees to work in a safe manner and encourage the business partners to adopt these principles;
  • Report the occupational safety and health performance to all stakeholders;
  • Conduct a regular review of the Company's management system to ensure that the commitments of this policy are being delivered, and that Globe strives for continual improvement.

 

Launched in 2010, our comprehensive Occupational Safety and Health Policy is committed in providing the best protection for the health and safety of its employees and the communities surrounding its operations. This includes requiring all employees to undergo annual physical examination to gauge current health and physical condition. The result will be used by Globe's in-house health adviser located at The Globe Tower (TGT) Clinic to create a personalized wellness program to improve the Company's overall health with quarterly consultations to check if the program is on-track and set the baseline for next year's wellness program.

 

Read more about our health and safety policy in our 2016 ASR (pp. 80-81) and in our Company Policies webpage.

It is Globe’s policy to protect the rights of our creditors by maintaining, at all times, our good credit standing. We thus strictly observe contractual obligations, and regard fair and truthful disclosure and transparency of financial records and dealings of utmost importance to assure creditors of our continued credit worthiness.

 

We also follow socially responsible procurement practices for vendors. The team maximizes value through commodity management, selection of best-in-class suppliers, and pursuit of process excellence in procurement and supply chain management.

 

Learn more about our policies in relation to creditors’ rights and our vendors, and how we protect them in our 2016 ASR (pp. 117-118, 121) and in our Company Policies webpage.

As the leader in mobile technology in the Philippines, it is only fitting for Globe to take care of the local communities impacted by our business operations and put development programs in place to help improve the quality of life and provide livelihood opportunities.

 

In accordance to ISO 26000, we constantly embed shared value in our business model to create a Globe of Good. We respond to the following Sustainable Development Goals of the UN through a wealth of overarching principles and practices:

  • Good Health and Well Being – Promoting sound mental health and well-being
  • Quality Education – Helping ensure all youth and a substantial proportion of adults, both men and women, have achieved digital literary through ICT training by 2030
  • Decent Work and Economic Growth – Helping achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including a thorough focus on high-value added and labor-intensive sectors
  • Peace, Justice and Strong Institutions – Contributing to national capacity to prevent violence and crime, starting with our own workplaces and organizational jurisdiction
  • Sustainable Cities and Communities – Making human settlements inclusive, safe, and resilient

Through our five-year expanded Global Filipino School (GFS) program, Globe intends to transform select public schools into centers of excellence in ICT and innovative teaching methods. This program is expected to benefit all 218 school divisions of the DepEd nationwide by 2020.

 

Through great partnerships, we are able to provide crowd-funded loans to deserving micro-enterprises in the areas of agriculture, food, retail, and services in the Philippines. We also have ongoing ecotourism efforts that cater to communities involved in fisheries and aquatic resources.

 

Product responsibility plays a key role in our advocacy of creating a Globe of Good. Just as we have sought for greater cooperation with national agencies and local government units (LGUs) to allow faster processing of permits to facilitate building of cell sites, we also cooperate with homeowners’ associations (HOAs) to expedite the construction of cell sites to improve internet services. Globe cell sites have been issued radiation-safety certificates by the DOH, proof that radio frequency signals coming from such facilities do not pose any adverse health impact.

 

We harness mobile and ICT solutions for the welfare of the public at large, from emergency response to disaster preparedness and management. Globe recognizes that communication is a critical tool for capacity building and an effective emergency response mechanism that is why we have been at the frontlines of supporting 911 as the new nationwide emergency hotline number.

 

Disaster risk resilience and management are a cornerstone of our public service roadmap. By 2020, we seek to substantially increase the number of cities and human settlements that adopt and implement integrated policies toward climate change mitigation and resilience to disasters. Towards this end, we have actively pursued a plethora of programs and partnerships.

 

After becoming the first telecommunications company in the country to be re-certified in Business Continuity Management System (ISO 22301) on an enterprise-wide scale in 2016, we stepped up on the implementation of best practices on business resiliency to assure our customers and stakeholders that we are equipped to handle business disruptions in the event of a major incident or disaster.

 

Apart from service-related initiatives, we recognize our employees and partners’ passion for service and desire to be agents of societal change. Every Ka-Globe is provided with 2 days of Volunteer Time-Off annually to pursue their advocacy. Globe provides activity-based and skill-based volunteering to support the work of a partner group or community, organizing everyone who wants to join various advocacies and providing pro-bono services, skills transfer, or capacity building. We also offer volunteaming, where employees can freely choose which advocacy they want to support.

 

Read more about how we ensure harmonious service and interaction with our communities as well as disaster respondents in our 2016 ASR (pp. 74-75, 82-91). Know more about our Business Continuity Management (BCM) also through our 2016 ASR (pp. 89-91)and as posted on our Company Policies webpage.