Energizante
Participación de los interesados
El equipo de Relaciones con las Partes Interesadas de ENMAX quería mejorar su eficiencia en la gestión de la empresa muchas relaciones con las partes interesadas. Su cliente El equipo de admisión también necesitaba registros más completos de todas las llamadas entrantes que recibe de la residencia y clientes comerciales.
Solucíon
Gestion de los interesados y Gestion del territorio
Resultados
Desde la introducción de Boréalis, nuestros informes y análisis de datos han sido excepcionales. El equipo puede ayudar a los gerentes y al personal del proyecto con datos precisos e indicadores de rendimiento. ¡Nada se nos escapa! Todas las preguntas de las partes interesadas se pueden responder en cuestión de segundos. Los informes son mucho más que texto y números: ahora tenemos representaciones visuales de gran alcance.»
Memoria institucional de las interacciones por proyecto, área, grupo de interés, etc.
Información visualmente atractiva y disponible en unos pocos clics
Indicadores precisos de las preocupaciones de las comunidades, la percepción de la empresa
Confirmación de la necesidad de cambiar hacia Boréalis para apoyar proyectos urbanos
El proyecto
El interés de ENMAX por las relaciones con los grupos de interés nació durante los años 2007-2008 y sus principales catalizadores incluyen: un marco reglamentario en mutación, una nueva unidad de negocios de producción de energía y un compromiso corporativo para comunicar de manera abierta y transparente con las comunidades donde operan.
Desde el inicio, el equipo estuvo consciente que un software de gestión de relación – cliente (GRC) no podía manejar este tipo de relaciones, ya que los informes y la gestión de la información ofrecidos por este tipo de software son fundamentalmente diferentes de las relaciones con los grupos de interés. Por lo tanto, ENMAX preseleccionó varios proveedores que le podrían ayudar con su estrategia, antes de seleccionar una herramienta. Durante muchos años, la herramienta elegida funcionó. Sin embargo, a medida que el equipo debía mejorar la eficacidad, la productividad y al mismo tiempo mejorar la calidad de sus informes y la experiencia de la relación con los grupos de interés, comenzaron a buscar otras herramientas. Una mayor facilidad de uso, así como mejores informes, el análisis de datos en profundidad y el mapeo figuraban entre los elementos esenciales de su lista.
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.
Main challenge
Improving stakeholder records to allow for seamless hand-offs between the company’s different teams.
ENMAX Group
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
looked back.
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.
“If a customer forgets the details of a previous conversation, we can look back at our records of that conversation in Borealis and say, ‘Last time, we talked about this and this.’ It shows stakeholders that we’re paying attention and that we care about continuing to engage with them.”
Empowering the engagement experience for stakeholders
“Borealis has improved the quality of what we do. We’re now spending more time doing what we should be doing – engaging stakeholders and addressing issues – as opposed to wasting time filing information and then searching high and low for this information later on. If you want to know what happened, you just look in Borealis.”
“You can learn from this information because a) you’ve got it there and b) when you go back to that same neighborhood for another project, you can see what happened last time. It gives us some sensitivity regarding any problems or issues that may have occurred. We can be more aware and respectful of what the community has gone through. We can tailor our engagement program to 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
“By using the mapping feature, we can map key infrastructure and attach photos and newsletters from past projects. That way, when new projects come along at that site, others can easily see what was previously done and when. This information can be helpful as possible inputs for engagement and awareness for the new project. We’ve done more than a hundred projects in the last seven years and we can see everything about each project. This gives us more insight into what was going on and who was involved. We’re able to get information in a much quicker, more precise, and more accurate way.”
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.
‘‘We now have a seamless record. If a member of our Customer Intake team is away or leaves, you can just jump on Borealis and see exactly what happened, who we need to talk to or follow up with and in which order, complete with their contact information and any special notes. It’s all there and easy to find.”
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.
“We now have other people in the company asking: ‘Where else can we use it? What about this process over here?’ Once they see what the software can do, their response is usually: ‘Okay, then that’s our next top priority.’ If you know how Borealis works, it can help business departments and processes in endless ways.“
Inspired by this great success story?
Start writing yours today!