Stakeholder Service Process
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The Citizen Participation Office (CPO), within Ecopetrol´s Corporate

Relationships of trust with our stakeholders

Stakeholder Service Process

Última actualización 28 nov. 2014
Stakeholder service process

The Citizen Participation Office (CPO), within Ecopetrol´s Corporate Social Responsibility (CSR) strategy, is committed to the pursuit of excellence and continuous improvement, and therefore it carries out monitoring of relations with its stakeholders. This practice makes it possible to identify improvement opportunities within processes, based on information taken from RCCs (Requests, Complaints and Claims) and suggestions made by each and every one of Ecopetrol´s stakeholders.

Under these guidelines, in 2011 there were 12 monthly national reports on monitoring, and 48 bi-monthly regional reports for the Regions in which the Organization is divided, namely: Caribbean, Casanare, Central, Huila-Tolima, Magdalena Medio, Meta, East and Orito-Putumayo. 

In 2011, the integrated information allowed us to identify opportunities for improvement in the processes, products or services of Ecopetrol, as reflected in improvement plans defined and executed by the areas responsible for relations with stakeholders , providing solutions to the underlying causes of the problems identified. 

We can see the impact of the improvement actions in the 15% reduction in the RCCs handled in 2011 (17,907) compared to 2010 (20,987), specifically in the downward trend in complaints received, as seen in the following examples: 

Requests compliance level

For the last 4 years, the indicators of response timeliness to the RCCs handled by Ecopetrol S.A. are:
 

  2008 2009 2010
TYPE OF REQUEST Total managed Fulfillment Total managed Fulfillment Total managed Fulfillment
Rights of Petition 5851 91% 5491 99% 8232 99%
Information Requests 5742 97% 3199 96% 6841 97%
Complaints and Claims N/A N/A 4052 63% 5947 84%
Cumulative general indicator 11,593 94% 12,742 89.30% 21,020 96.42%
  2011 2012
TYPE OF REQUEST Total managed Fulfillment Total managed Fulfillment
Rights of Petition 5.104 99.75% 5.234 99,85%
Information Requests 6.171 99.68%
Complaints and Claims 6.632 97.95% 4.498 99,22%
Cumulative general indicator 17,907 99.28% 9.732 99,60%