Borealis Stakeholder Engagement and Land Management.
All stakeholder engagement activities are recorded
Details of all engagement activities are accessible in just a few clicks
Stakeholder questions are answered quickly
The activities of the teams in the field are easily tracked
Imagine this scenario
You’re well aware that the commission requires energy companies to make reasonable efforts to consult all affected community members on planned projects. Not simply to just inform them about the project, but to listen to and address the concerns they may have. Otherwise, the project may not be approved.
Meanwhile, the commission is waiting for documented evidence that the company did in fact consult the residents of this particular building.
If this were you, how long would it take to pull up this specific information? How complete and accurate would it be? Would it be in a format you could immediately present?
This was the exact situation ENMAX’s Stakeholder Relations found themselves in not that long ago.
- The date the Stakeholder Relations team
visited the condo building
- Who exactly the team spoke with, with their contact information
- What comments and concerns arose from these conversations
- What commitments were made, if any
- Whether there was any follow-up
on these commitments
- Whether there are any grievances
still open, etc.
The report showed that when ENMAX’s Stakeholder Relations team visited the condo building, the building manager refused to let them knock on doors or organize a formal meeting with residents.
The building manager had insisted on sharing the information internally himself. The Commission was satisfied that the company had made reasonable efforts to consult community members and the project application was subsequently approved.
The entire matter took just a couple of minutes.
Improving stakeholder records to allow for seamless hand-offs between the company’s different teams.
The ENMAX group of companies safely generates, transmits, distributes, and sells energy to Albertans. Our more than 1,800 employees help bring electricity, natural gas and renewable energy to more than 900,000 metered sites across Alberta.
A long history of stakeholder engagement
ENMAX has long been committed to practicing responsible stakeholder and community engagement. This commitment was solidified in 2007 based on a number of factors:
- A changing regulatory environment
- An emerging power generation business unit
- A renewed corporate desire to hold open and transparent communications with communities
Among other things, these changes prompted ENMAX to improve its stakeholder relations. The team initially worked with another stakeholder management information system, but it failed to deliver the level of efficiency and productivity the team needed to improve reporting or the engagement experience of stakeholders. Then in 2014, the team heard about Borealis stakeholder engagement software and made the switch. It has never
In the last 5 years, ENMAX has used Borealis to meet its management, reporting, and engagement needs on more than 100 projects.
The Stakeholder Relations team uses the system to simultaneously manage the stakeholder relationships surrounding its numerous transmission, substation and generation projects.
Thanks to Borealis software, the team is able to:
- Map all assets, both existing and planned
- Access visually compelling information in just a few clicks
- Accurately monitor indicators of community concerns and company perceptions
- Improve its stakeholder management strategy and adopt a more personal approach to engagement
- Strengthen regulatory reporting
- Better secure stakeholder support for its projects
- Create an institutional memory of interactions per project, area, stakeholder, etc.
- Improve internal processes
Borealis Stakeholder Software
is an integrated information management system for managing all aspects of stakeholder engagement according to industry best practices and international standards.
Empowering the engagement experience for stakeholders
Boosting the power of data
The ENMAX Stakeholder Relations team uses a number of tools in Borealis to derive more meaning from all the data it carefully records in the system. The most frequently used tools are the dashboards and widgets the team created for the company’s projects.
For example, when talking with city councilors,
the team can show them:
- Which communities are impacted by which projects
- What their concerns are, be it environmental, related to the facility’s construction, etc.
The team also makes good use of Borealis’ communication calendar. At a glance, the team can see:
- What’s happening when
- How projects are aligning with engagement timelines
- How long things take
- Where the peaks and valleys are
Engaging meaningfully by stakeholder and by piece of land
ENMAX's customer intake team
The Customer Intake team at ENMAX triages incoming residential and commercial customer requests for:
- New services
- Temporary services
- Power upgrades
- Relocations or modifications of existing
ENMAX infrastructure Whenever ENMAX has a new development project, business owners, potential land owners, lawyers, architects, and others will typically reach out to the Customer Intake team to understand what the company’s intentions are for connecting to the grid, such as how many lines, what voltage, where posts will be installed, etc.
This team may end up talking to dozens of people all enquiring about the same piece of land. Borealis’ land module is allowing the team to easily organize and leverage this information in a way that’s meaningful to these stakeholders.
ENMAX’s Customer Intake team simultaneously tracks about ten or eleven different kinds of projects. Thanks to Borealis’ land management module, they will now be able to look at their dashboards and in a minute answer questions like:
- Trends of number of communications in the last weeks
- Communications by subject categories and communication type
- Number of communications by day of week
- Map of communications using the parcel location
- Number of communications by parcel in the last week
Adding this module has created more consistency across the group. After the Stakeholder Relations team does the front-end stuff, there’s a clean hand off to the Construction team, which picks up the project and takes over engaging people on the ground.
Generating new opportunities with meaningful data
Still other departments within ENMAX have begun to take notice of Borealis’ impressive functionalities, which open the doors to implementing new methods and processes that the company could build upon over the long term.