Social and Relationship Capital
Tata Communications relies on its robust relationship capital, leveraging long-standing collaborations and partnerships to fuel sustainable business expansion and create a positive impact on the millions of lives it touches every day through its digital fabric.
Customers
Our strong relationship with esteemed clients has led to the implementation of a comprehensive Account Development Plan, tailored specifically for our top-tier clientele. We have also created a dedicated Service Wrap team, whose primary mission is to devise multi-faceted solutions that cater to each unique requirement our customers may present.
Service Offerings
Our service offerings target a wide range of customers, which primarily include Enterprises and Service Providers. We further cater to a subset within the Enterprise category, namely the Hyper Scale Cloud Providers (‘OTT’), with a dedicated focus on key players. Enterprises utilise our comprehensive portfolio of services and products to meet their business necessities and display a tendency towards preferring intricate, multi layered solutions. Conversely, Service Providers, acting as aggregators, source wholesale voice and data services from us. Our OTT clientele utilises our solutions both for serving their customers and for their internal operations.
Customer Engagement
Our objective is to expedite the shift towards all-encompassing solutions and tailor-made use cases that directly address the specific needs of our customers. This motion is supported both through digital and on-ground engagements. We have Customer Success Teams meticulously working towards grasping the intricate nuances of our customer’s context, thereby promising single-point accountability throughout the engagement journey. Our Customer Experience Centre and Network Operations & Security Operations centres have enabled meaningful engagements with over 5,000 customers in FY 2022-23. We leverage the digital universe through a strategic messaging ecosystem surrounding customers and prospects, including but not limited to our website and social media activities. To ensure a seamless and dynamic interaction with our customers, we employ an assortment of customer engagement and feedback mechanisms. These include the Net Promoter Score (‘NPS’) survey, Customer Balanced Scorecard, Customer Effort Score, Win-Loss Analysis, Bid and RFPs Analysis, as well as continuous engagement with Industry Analysts and Partners. The feedback gathered through these channels is assimilated into our strategic plan, helping us to continually enhance customer experience.
Feedback Analysis
We meticulously analyse the feedback mechanism across various customer segments and industry verticals, which provides us with invaluable insights. These insights guide our actions at both a tactical level and also help us implement systemic improvements. In our relentless pursuit of excellence, we are committed to elevating the customer experience and fostering enduring relationships based on trust, transparency and mutual success.
Identified target accounts engaged on our website
Engagement rate on key proposition pages
Outcomes from public outreach
Increase in media coverage over previous year
UVM (unique views / month) across all media websites in FY 2022-23
Articles featuring our positioning as Digital Ecosystem Enabler
TCX - Customer Experience Portal
Tata Communications is committed to enhancing our customers Digital transformation journey through our digital solutions. Our Customer Experience platform, TCX, build on top of our OSS-BSS stack, simplifies doing business with us, throughout the Buying, Implementation and Life Cycle management journeys.
With TCX, we offer our customers a self-service Next Gen Portal. Besides being scalable and flexible, it is also an integrated platform for quick and easy access to all our B2B engagements.
TCX is that intuitive tool which effectively acts as a “Single Pane of Glass”. As your Communication Technology provider, we leverage emerging digital technologies, allowing you to perform a host of functions:
Providing Value-added Services to Customers
We have embarked on a series of strategic partnerships with key customers, marking significant progress in their network transformation journey. These collaborations serve to highlight the innovative solutions offered by us, their crucial role in these transformations, and the value they deliver to our customers.
Investors
Tata Communications’ Investor Relations team is the link between the Management and the investor-analyst community, to convey information about our strategies, business prospects, risks and performance, in an effort to maintain open and transparent communication. We actively engage with investors and analysts through various channels including analyst meetings, management conference calls and one-on-one interactions upon request, culminating in over 300 touchpoints annually. We also host an annual Investor & Analyst Day, where well-recognised investors and analysts can engage in meaningful discussions and gain in-depth insights into our operations and strategic positioning.
Regulatory and Industry Bodies
1Connectivity, Compliance and Collaboration
We take active participation in a number of industry forums and seminars. Our collaborative engagements span Government Authorities such as DoT, TRAI, MeitY, TEC, NITPRIT etc., as well as Industry Associations such as ISPAI, ITU-APT Foundation, FICCI, ASSOCHAM and CII. As a full-time member of the Internet Service Providers Association of India (‘ISPAI’) since 2008, we have been instrumental in shaping telecom policies that foster an environment, which is conducive to the growth of ISPs and the broader internet community.
2Advocacy, Engagement and Monitoring
Our dynamic approach to two-way communication with regulatory bodies such as DoT and TRAI empowers us to navigate the regulatory landscape effectively. By participating in consultation processes, leveraging industry platforms like ISPAI, ITU-APT, FICCI and CII, and maintaining regular interactions with DoT and TRAI, we ensure that our voice and the concerns of the industry are heard. This robust engagement mechanism allows us to monitor and respond to policy issues impacting our business and customers, with a notable achievement being our response to nine consultation papers in FY 2022-23.
3Regulatory Compliance
We prioritise regulatory compliance and continually align our operations with changing regulations. Through a streamlined internal compliance tool, we ensure timely submissions of reports to regulators, licensors, and other statutory authorities. Our diligence in adhering to new guidelines, conducting technical inspections, and ensuring timely license-fee payments and submissions demonstrates our commitment to operational excellence and maintenance of a strong compliance framework.
4Navigating the Regulatory Landscape and Policy Advocacy
Telecom, being a highly regulated sector, can present several challenges. However, our proactive monitoring of the regulatory environment and strong advocacy for favourable policy outcomes have enabled us to weather potential impacts on our business. For example, our efforts have led to a reduction in the compliance burden regarding technical inspections. At the same time, our culture of compliance and anticipation of regulatory changes have allowed us to implement measures to address anticipated regulations, reaffirming our commitment to maintaining a harmonious relationship with government and regulatory bodies.
5Industry Associations and Affiliations
We maintain strong affiliations with a range of industry associations, regulatory bodies and professional organisations. These relationships ensure that we stay abreast of industry developments, advocate for favourable policy changes and engage in meaningful dialogues that can shape the future of the telecommunications sector.
Department of Telecommunications (‘DoT’), Government of India
We engage with the DoT on policy discussions and regulatory consultations, ensuring our voice and the needs of our stakeholders are effectively communicated.
Telecom Regulatory Authority of India (‘TRAI’)
Our active participation with TRAI enables us to contribute towards shaping regulations and standards that influence the telecommunications industry.
National Internet Exchange of India (‘NIXI’)
Our involvement with NIXI supports our commitment to improved internet services, robust infrastructure and digital inclusivity.
Internet Service Providers Association of India (‘ISPAI’)
Through ISPAI, we collaborate with other industry members on common issues and leverage collective influence for greater impact on regulations and policies.
Federation of Indian Chambers of Commerce and Industry (‘FICCI’)
As a part of FICCI, we collaborate with other industry leaders to foster a business-friendly environment, promote economic growth and contribute to policy-making at the national and international levels.
These associations are integral to our strategy of robust industry engagement, providing us with valuable platforms for addressing common industry issues and advocating for our stakeholders’ interests.
Communities
As a responsible corporate citizen, we aim to work in tandem with the community to create a lasting impact on society at large. Our committed endeavours have paved the path for empowering hyperconnected ecosystems that ensure the well-being of people and strengthen meaningful relationships with investors, clients, business partners and other stakeholders.
Over the years, we have identified four key segments for our corporate social responsibility programme
We implement most of our CSR programmes through long-term partnerships and associations with non-profit organisations and other Tata group companies.
SDGs impacted
Our CSR strategy for FY 2022-23
In line with evolving market dynamics and societal needs, in FY 2021-22, we revisited our CSR policy based on our Reimagined strategy, shifts in the global development discourse and statutory amendments. We continue to remain committed to the well-being of our planet and underserved communities (especially women, young girls, youth and Affirmative Action communities like Dalits, Tribals and Persons with Disabilities).
To accomplish our goals, we have established a value driven (Well-being, Regeneration, Ethics and Resilience), community centric approach which promotes sustainable and inclusive growth in our priority areas including education, sustainable livelihood, environment and healthcare. We have also adopted Tata Affirmative Action Programme, a Tata group initiative that aims to address structural and social inequities in India. Along with our community development approach which lays emphasis on employee volunteering and our priority areas, we aspire to continuously serve the community by employing our expertise as a digital ecosystem enabler to substantially enhance the quality of people’s lives.
Strengthening our CSR reach
We remain cognisant of our responsibility towards communities where we operate. For us, the choice of geographical location of CSR projects is based on our philosophy of “right thing to do”, indicating our intent to reach underserved communities in locations that have a dire need for social interventions, (due to historical or geographical isolation) as suggested by Human Development indicators (such as the ‘Aspirational Districts’ identified by the Government of India). At present, our projects are operational in 19 aspirational districts and 18 out of 19 districts have received fresh funding in FY 2022-23. During the year under review, 15 NGO partners received funds for 19 projects across 26 states.
Our reach
Tata Affirmative Action Programme (‘TAAP’)
We adhere to the principle of equal opportunity and inclusive growth for all sections of society. Affirmative Action (‘AA’) at Tata Communications is based on the philosophy of “right thing to do” and is a part of our ‘Diversity and Inclusion’ (‘D&I’) framework. Our AA context is defined at 3 levels - Global, National and Organisational.
The global context of our AA projects encompass the 5Ps (People, Planet, Prosperity, Peace and Partnership) of the UN SDGs.
Education
We remain focused on transforming the education system through digital enablement, educators’ training and empowerment, and youth engagement with an endeavour to create exponential social, economic, and environmental impact.
During the year under review, we undertook various new projects like Schools in Action for the Planet, Karuna Fellowship Programme and School Enrichment Programme. These initiatives were aimed at facilitating holistic reforms in schools, by enhancing the capacity of middle managers, improving learning levels of students, reducing school dropout rates, integrating technology into the curriculum of first-generation learners, equipping teachers with evolved teaching practices and enhancing community ownership. We also provided scholarship and academic assistance through our flagship initiatives - Foundation for Academic Excellence and Access Scholarship and Samarth.
Outcome
Beneficiaries
Girls benefitted
Affirmative Action
Students provided with scholarships from 15 institutions
Students attending computer classes
Computer labs set up
At the organisational level, the Diversity & Inclusion framework and DRIVE Ahead approach embedded in the organisational values of DRIVE (Daring, Responsive, Inclusive, Venturing, Ethical) defines the essence and philosophy of our organisation, setting the context for our AA approach.
Sustainable Livelihoods
Through our Sustainable Livelihood initiative, we aim to empower the youth and rural communities, (especially women) economically and socially, through vocational, entrepreneurship and life skills training. We believe, it will provide them better access to resources, new technology and financial services, thereby contributing towards economic growth.
During the year under review, we provided vocational trainings through our Tata STRIVE initiative to underserved youth to develop skills for banking financial services & insurance (‘BFSI’), customer relationship management (‘CRM’), retail sales and business process outsourcing (‘BPO’). Training for jobs such as retail sales associates, assistant electrician, hygiene assistant, assistant beauty therapist, auto sales consultant, cyber security analyst and general duty assistant were also imparted.
We also provided training to tribal women, women from the peri-urban neighbourhoods and women from marginalised communities through our initiatives such as MPowered, Umang, S.H.E. (School of Hope and Empowerment) and Udaya. All these initiatives were aimed at empowering women from various parts of the country by providing livelihood training, skill development training, entrepreneurial training, and capacity building for use of digital tools. Targeted programmes also aimed at improving smartphone usage skills to generate livelihoods and help people start their own business.
Beneficiaries including 15,169 direct beneficiaries
Total women beneficiaries
Affirmative Action
Outcome
Youth and adults trained
Enterprises set up by women and youth from AA community
Self-Help Groups formed under institution building
Families received government entitlements
Healthcare and disaster relief
We constantly strive to ensure complete access to quality healthcare services amongst underserved communities and equip local communities with the necessary infrastructure, knowledge, and skills to promote the well-being of people. During the year under review, we have initiated a new project - “VCanAssist” - to benefit cancer patients across India. It aims to offer specialised treatment to cancer patients from marginalised areas through Tata Memorial Centre’s Online Expert Opinion Service. This virtual solution brings the expertise of leading oncologists from Tata Memorial Centre and other National Cancer Grid (‘NCG’) centres to patients across India.
During the year under review, we extended our support for disaster relief for the floods at Assam.
Lives impacted
Outcome
Socio-economically disadvantaged cancer patients sponsored from 26 states
Getting an online opinion from TMC Navya platform saved patients an average of:
on travel related cost
of travel to major cities
to receive an opinion
Environment
We are constantly working towards integrating action on climate change, biodiversity, water, and energy into community initiatives and creating partnerships that promote environment restoration and regeneration. In order to improve the community’s access to clean energy and health in the Garo Hills region of Meghalaya, we undertook a Climate Resilient Villages Programme. Through this initiative, we undertook a project for solar electrification of around 210 households, upgraded 5 health centres, and distributed clean cookstoves to 6,050 households.
We also undertook Climate Sustainability through Horticulture initiative to ensure a sustainable source of income for tribal families. During the year, a lake rejuvenation and restoration project - Nanneer - was undertaken for the Nagan Thangal Lake for effective groundwater recharge in Upparapalayam, Pothur village, Villivakkam block, Thiruvallur district of Tamil Nadu. It also helped to improve the biodiversity of the region and increase the ground water level of the area.
Cookstoves deployed
People benefitted
Trees planted
Outcome
Public health centres powered by solar panels
Medical equipment provided for primary health care
Households powered with solar power
Tonnes of carbon offset by FY 2023-24
Global Employee Volunteering Programme
Through our Global Employee Volunteering Program (‘GEVP’), we help channelise employees’ energy towards community action across 57+ cities globally. With the motto ‘for a better world and workplace’, our employees contribute their time, skill and passion throughout the year to various developmental initiatives. Our endeavour is to direct workers' enthusiasm toward community action on major social and environmental concerns; and offering a platform for leadership development. In FY 2022-23, employees were involved in activities focused on Education, Women Empowerment, Youth, Health, Environment and disaster relief.
Total number of employee volunteers
Lives benefitted worldwide
Volunteering hours
Volunteering hours
