E N G AG I N G OUR S TA K E H O L D E R S OUR METHODS OF ENGAGEMENT OUR EMPLOYEES
DONORS/ FUNDERS Public media releases, newsletters & events. Transparency regarding what funds are used for
Performance appraisals Training and development
MEDIA
COMMUNITIES
Media releases related to our rescues Sea Rescue Magazine Social Media platforms
Direct engagement in community projects such as Life Boat Club ad public education campaigns
OUR VOLUNTEERS
SUPPLIERS One-to-one communication Regular meetings
OTHER EMERGENCY SERVICES Attend conferences Cooperate and collaborate Give recognition for involvement in rescues
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WHO OUR STAKEHOLDERS ARE
N S R I / I N T E G R AT E D A N N U A L R E P O R T 2 0 1 7
Operational managers visit bases and engage with crew to identify and resolve issues Crews participate in training
Process of identification of stakeholders In 2017 we implemented a brand new Customer Relationship Management (CRM) system. All funders and supporters are managed in this system and effort is being made to add beneficiaries, suppliers and other stakeholders. In 2018 we will migrate our volunteers and staff records into CRM as well. This is an important step in centralising our stakeholder records and streamlining communication. Measurement of quality of relationships Ongoing support from donors indicate their satisfaction that our service provides tangible benefits, while invitations by Government and industry bodies to consult and collaborate provide evidence of the regard for the value added by the NSRI. We conduct a series of anonymous surveys annually to gauge opinion of our volunteers. Each survey ends with an open invitation to note any complaints, concerns or compliments. These provide one feedback channel. Our CEO has an open door policy and invites anyone to contact or visit him should they wish to. Effectiveness of stakeholder management We have not formally measured the effectiveness of our stakeholder management. In 2017 we centralised all our donors on MS Dynamics (CRM) and our suppliers on MS NAV (NAV), an accounting system and will start including them in our magazine mailer. This year we plan to action a stakeholder satisfaction survey using our magazine, as that is the only communication vehicle which goes directly to our entire database.