PautaInternas
Actions
Stakeholders management
Actions
Stakeholders management
May 19, 2023
Monitoring of management with the stakeholders
The OPC, committed to the search for excellence and continuous improvement, monitors relations with the stakeholders with the aim of identifying improvement opportunities in the processes, using as information source the Petitions, Complaints, Claims and Suggestions – PQRS received at the company.
Under these guidelines, different types of reports are issued. The most representative ones are:
|
# |
Type of report |
Level |
Frequency |
|---|---|---|---|
|
1 |
TOP themes monitoring |
National |
Monthly |
|
2 |
Social setting alarms |
National |
Weekly |
|
3 |
Analysis of PQR trends (KRI) |
National |
Quarterly |
|
4 |
PQR monitoring by regional |
Regional |
Bimonthly |
|
5 |
PQR monitoring by process |
National |
Monthly |
|
6 |
PQR monitoring by theme |
National |
Half-yearly |
|
7 |
Monitoring by stakeholder |
National |
Quarterly |
|
8 |
PQR analysis by segment or project |
Regional |
As per instrument |
|
9 |
Socioenvironmental compliance of the EMPs of all assets and projects |
National and Regional |
Weekly |
|
10 |
Social setting alerts and alarms |
National |
Monthly |
|
11 |
PQR for evaluation of contracts |
Regional |
Monthly |
|
12 |
PQRS for Audits |
Regional |
Daily |
|
13 |
PQRS for disciplinary and ethical investigations |
National |
By demand |
These reports make it possible to identify social setting alarms, process deviations, expectations, and disagreements of the stakeholders, and, in general, situations that may affect the engagement with the social setting.
All the data are taken from the PQRS management tool (Salesforce), and its processing and analysis is done through Excel and PowerBI. Data visualization is done in PowerPoint presentations, ArcGIS, and PowerBI dashboards in real time. An example is included here in below:
To ensure that this information has the necessary detail to manage improvement in processes or relationship situations, there are 951 sub-themes, grouped into 112 themes.
It is worth noting that for seven years the Analysis of PQR Trends has been carried out with the aim of warning the organization about behaviors in themes that indicate risks, seeking that such dissatisfaction tends to be zero, by identifying their root cause, and establishing improvement or mitigation plans.
These measurements are based on the control limits methodology, according to which the monthly complaint report for the previous two years is established for each theme grouping, distortions are eliminated, and an average line is obtained, plus some deviation percentages that determine the lower and upper limits. This makes it possible to compare the complaints of the period measured with the historical of the same group. The aforementioned alerts are reported as per the following guide:
By monitoring 17 grouped themes, the behavior of 80% of all the complaints received at Ecopetrol is analyzed. This makes it possible to identify whether dissatisfaction in a group of themes is growing or decreasing, as a starting point for analyzing the causes of the deviation.
This monitoring exercise has made it possible to detect opportunities for improvement in the processes, products, or services of the organization, which are reflected in the action plans defined and executed by the areas in charge the of relationships, seeking to resolve the causes that give rise to the problems detected.
All of the described process is governed by the procedure for monitoring and improving management with stakeholders.
On the other hand, based on the critical issues derived from the PQRS monitoring, possible risks that may affect the people, the operation, the environment, human rights or legal or economic matters were identified; all of the foregoing aimed at generating early alarms that allow mitigating the materialization of events that negatively impact the organization, in accordance with the business risk map.
PQRS risk matrix
Accountability
Ecopetrol is one of the leading companies in Colombia in the practice of the constitutional exercise of accountability with its stakeholders, as, in addition to the traditional mechanisms established by law, it has a large number of channels, specialized events and written reports that reaffirm its commitment to information transparency.
Any citizen seeking to communicate with the company from anywhere in the world, or request information about its management, can do so fluidly and permanently through established mechanisms that guarantee transparency and access to information. These include:
- Shareholders' Meeting. This forum is held annually, whereby the results are reported in detail to the shareholders and the decisions of that corporate entity are made.
- Participation scenarios. Events focused on specific themes and places, with a methodology based on the portfolio if the Citizen Participation Office - OPC.
- Web page information. It contains updated information about the company operations and results, as well as relevant information for each Stakeholder.
- Integrated Sustainable Management Report. This annual publication includes general information of the company, its value chain and operational processes, financial results, stock behavior, risk management and in general, the company's management of its economic, social, and environmental aspects.
- Attention of information requests. All citizens may access to company information as per specific requirements, which are addressed within the terms set forth by the law that regulates the right of petition.
Environmental claims
Throughout 2022, 546 claims were addressed (including cases classified as complaints and claims) about alleged environmental impacts caused by Ecopetrol or its contractors in the execution of their industrial and commercial activities, details of which can be consulted through the Citizen Participation Office - OPC.
Environmental claims in 2022
|
Topic |
Number of cases |
|---|---|
|
Affectation on water bodies. |
108 |
|
Crops and vegetation |
190 |
|
Damage on properties |
128 |
|
Atmospheric emissions |
13 |
|
Management of substances and residues |
50 |
|
Smell |
20 |
|
Noise |
37 |
|
Total |
546 |
Source: Citizen Participation Office
Regarding the validity of these claims, 42% of valid cases are reported, that is, they corresponded to events for which the Company had to provide remediation:
Validity of claims in 2022
|
Validity of the claim |
Number of cases |
|---|---|
|
Valid |
228 |
|
Not valid |
213 |
|
Transferred |
101 |
|
Underway |
4 |
|
General Total |
546 |
Source: Citizen Participation Office
Labor practices and discrimination complaints
In 2022, 12 claims were filed regarding “labor practices” for alleged harassment and working conditions (food, transportation, and accommodation); there were no “discrimination” cases reported by Ecopetrol employees.
In addition, 13 claims were received from contractor employees, which were conveyed by Ecopetrol to each of the respective companies, as they are responsible for guaranteeing adequate working conditions for their workers; these claims are related to "labor practices" associated with working conditions (food, transportation, and accommodation) and workplace harassment.
