Business Model



Our stakeholders are entities that may be expected to be significantly affected by our activities, products, and services; and whose actions may be expected to affect our ability to successfully implement our strategies and achieve our objectives.

In this context, our primary stakeholders are investors, customers, business partners, employees and the society and environment in which we operate, as well as regulators and Government authorities.


The nature and scope of our overall ICT business, that include both of SLT and Mobitel, impact on the lives of all Sri Lankans in some degree or form. Different stakeholder groups have different interests, which sometimes conflict with one another. Stakeholder identification process and prioritisation is therefore essential to meet both short-term needs and long-term expectations. A systematic approach to stakeholder mapping thus forms the basis of all our interactions. The mapping process was preceded by an analysis of the operating environment, strategies best suited to address opportunities and threats, which in turn shape our engagement processes.

Stakeholder engagement

Material issues pertaining to the stakeholder Engagement Frequency of engagement Key initiatives for the year


Dividend, share price, innovation and industry growth Quarterly results Quarterly AGM and rating reviews to rating agencies
Annual report Annually
Annual general meetings Annually
CSE filings Need-based
Media releases Regular basis
Rating reviews Annually


Improve customer relationship and retention One-to-one interactions Regular basis Quarterly Brand Health Track Study   Regional account management customer gathering  
Contact Centre Regular basis
Engage and interact through the website and social media Regular basis
Mailers Monthly basis through the bill
Newsletters Need-based
Brochures Need-based
Customer satisfaction survey Quarterly and need based
Improve SME customer relationship and retention Proposals by regional sales staff Regular basis SME forums Field sales campaigns  
SME Customer Forums Once in two months
Customer visits and meetings Regular basis
Product awareness programmes Regular basis
ICT workshops for SME business owners and IT Managers Monthly
Market surveys Need-based
Newsletters Once in two months
Improve enterprise customer relationship and retention   Proposals by sales staff Regular basis Enterprise forums  
Enterprise Customer Forums Quarterly
Customer visits and meetings Regular basis
Newsletters Need-based

Business partners

Better return, innovation and industry growth Partner meetings Need-based  
Projects and events  
Post evaluation reviews  
Dealers looking for strengthening brand presence and improving sales Dealer meetings Quarterly Dealer convention  
Dealer satisfaction surveys Quarterly
Dealer review and awareness sessions Need-based
Dealer reward programmes Quarterly
Suppliers looking for better return, innovation and industry growth Procurement policy and vendor selection process Need-based Publications awareness on new business strategy and culture  
Vendor satisfaction surveys Annually
Vendor review and awareness sessions Annually
Vendor reward programmes Annually
Quality improvements Regular basis
Lenders funding ICT operations seeking optimal returns Meetings

Annual reports and quarterly reports

Need based

Annually and quarterly


Employee welfare, satisfaction and retention Employee satisfaction survey Regular basis Internal communication campaigns  
Information sharing through Intranet Regular basis
Employee affinity Throughout the year
Grievance handling Throughout the year
Transfer handling Annually
Emails Regular basis
Notice boards Need-based
Cultural and religious associations Need-based
Award ceremonies Annually
Involvement in community projects Need-based/Annually
Loan facilities Need-based
Circuit bungalow facility Need-based

Government and regulatory authorities

Investment and infrastructure development, better return, innovation and industry growth   Meetings with Treasury, TRCSL, BOI, Customs and other regulatory bodies Need-based Monthly meeting with the regulator   Forums  
Annual report and quarterly reports Annually and quarterly
Strategy and operational presentations Need-based
Media releases Weekly basis
Customer forums Annually
Payment of taxes Half monthly, monthly, quarterly and annually

Media and advocacy groups

Quality affordable service with good after sales service, investment and infrastructure development, innovation and industry growth Meetings Need-based Website revamp and social media and media relations drive  
Briefings Need-based
Media releases Weekly basis
Website Regular basis
Social media Regular basis
Mailers Monthly bill


Community investment and infrastructure development Community projects Monthly Website revamp and social media drive   Community projects
Media releases Weekly
Website Regular basis
Social media Regular basis
  Mailers Monthly bill
  Events and activations Need-based

Memberships, Partnerships and Associations

SLT is a member of several associations and members of staff actively participate in their respective activities. Key memberships are listed below:

  • International Telecommunication Union (ITU)
  • Commonwealth Telecommunications Organisations (CTO)
  • Asia Pacific Telecommunity (APT)
  • Consortium of SEA-ME-WE for multiple global connectivity projects
  • South East Asia and Indian Ocean Cable Maintenance Agreement (SEAIOCMA)
  • International Cable Protection Committee (ICPC)
  • Bharat-Lanka submarine cable system
  • Dhiraagu-SLT submarine cable system
  • Asia Pacific Network Information Centre (APNIC)
  • Routing Assets Database (Radb)
  • Amsterdam Internet Exchange (AMS-IX)
  • Deutscher Commercial Internet Exchange (DEC-IX)
  • National IPv6 Working Committee
  • Institute of Engineers Sri Lanka (IESL)
  • Sri Lanka Internet Society
  • IPv6 Execution Committee
  • National Broadband Committee
  • Next Generation Network Committee
  • Government Initiative of Free Wi-Fi Programme
  • Lanka Government Network (LGN) e-Government Programme
  • Online Secondary School Education (Schoolnet) Programme
  • Online University Education Programme (LEARN) Programme
  • National On-line Distance Education Service (NODES)
  • Government Information Centre (GIC-1919)
  • Closed Circuit Television (CCTV) Surveillance System

SLT migrated its ISO 27001 Information Security Management System certification from ISO 27001:2005 to ISO27001:2013 in August 2015. This achievement assures that SLT’s core operational activities comply to international information security standards in a competitive ICT market while increasing the confidence and trust that customers and shareholders have on our services.

SLT first achieved the BS 7799 information security certification in year 2006 for its Internet Data Centre (iDC) which was later migrated to the ISO 27001 standard certification and has maintained the certification continuously while expanding the scope of the certification to other operational areas.