Engaging stakeholders is crucial for efficient management of key issues and, therefore, for generating and creating value.
Through the various relationship channels at Enagás, we detect and respond to the expectations of our stakeholders, reducing potential risks and identifying opportunities to generate shared value.
One such relationship channel is the customer satisfaction surveys that Enagás conducts each year in order to define lines of action and improvement of the service rendered. In 2015, the results were as shown in the following table:
|Response rate (number of responses)||Assessment of services rendered||Services|
|Business operation||Enagás as transmission company||Shippers||84% (43)||4.96/6||Capacity management and viability analysis, infrastructure operation and programming, etc.|
|System operators (transmission and distribution companies)||86% (6)||5.35/6|
|Enagás as Technical Manager of the System||Shippers||35% (26)||4.7/6||Programming, operations, distribution and balances, etc.|
|System operators||54% (7)||5/6|
The aim of the model is to achieve certain levels of dialogue and collaboration with stakeholders. By way of illustration, different collaboration and creation of value initiatives carried out in 2015 with our stakeholders are shown below.
Enagás' minority shareholders represent 13% of the company's share capital, with a total of 31 million shares and 14% with regard to free float.
The aim of the minority shareholder loyalty programme is to maintain a close, ongoing relationship with our minority shareholders as a reflection of the continual improvements in good governance, corporate responsibility and institutional reputation.
In addition to the communication channels that Enagás places at the disposals of its shareholders (phone line, email, forum and Shareholder Office), the company holds yearly meetings with minority shareholders, enabling the company's Top management to reach out to these investors and providing them with an overview of our key operating facilities.
At the 2015 meeting, minority shareholders were welcomed by the Chairman of Enagás and, together, they analysed the current situation of the company. They were also given a guided tour of the Yela Underground Storage Facility.
Following its announcement at the General Shareholders' Meeting in March, the Open Innovation and Corporate Entrepreneurship Programme is now underway with three medium-term goals: Development of the Culture of Entrepreneurship and Innovation, Undertaking of Corporate Entrepreneurship Projects, and Support/Promotion of new uses for natural gas.
The Open Innovation and Corporate Entrepreneurship Programme contemplates the creation of an internal and external entrepreneurship system, made up of agents from different economic spheres such as Enagás' industry or market, knowledge and R+D, smart capital and entrepreneurial talent or venture capital. To develop this system, a methodology has been defined for managing the incubation and acceleration of projects through personal interviews with technology entrepreneurs and in-house staff, all with the knowledge and support of a team of external experts from the academic world, the ecosystem of entrepreneurship, investment in innovative projects, and the public sector.
Also in 2015, the company addressed the transformation of the Ingenia Programme, which identifies internal ideas, into Ingenia Business, making it the primary tool for intra/entrepreneurship within the company. This programme has been supported by leading figures from the academic world, innovation and R+D in the context of gas, and investment specialists from entrepreneurship and oratory projects.
Lastly, another cornerstone of the Entrepreneurship Programme is the Development of Enagás Lab, a future space for entrepreneurship and innovation, hosting the Enagás incubator and diverse entrepreneurial training and culture activities. Its incubation methodology and the activities carried out there have been through interviews with potential users, both internal and external entrepreneurs, and the knowledge and support of a team of external experts from the academic world, the industry of entrepreneurship, investment in projects, large enterprise and the public sector.
Enagás has launched the new Logistics System for Third Parties Network Access, TPA Logistics System 2.0, which will allow us to achieve greater efficiency in business processes, bolster the exploitation of information, improve integration with other systems and standardise communications with the Spanish gas industry.
In this technology modernisation project, Enagás has involved over one hundred agents from the sector by way of informative sessions, a technical accreditation process and individualised monitoring of each agent for resolving any uncertainties or system performance tests.
Such involvement has continued following entry into production with the drafting of the Six-monthly Plan of the Impact of Improvements on the TPA Logistics System 2.0, through:
- Monthly meetings with major shippers to discuss needs, prioritisation and monitoring of improvements already implemented.
- Information on the evolution of the plan (defined, prioritised and implemented improvements) in the NGTS working group and the Gas System Monitoring Committee, in which the entire sector is present, as well as the Industry, Energy and Tourism Ministry and the CNMC).
The Balancing Circular 2/2015 of the CNMC (National Markets and Competition Commission), a regulation that will be fully implemented in 2016, began with two initial milestones carried out in late 2015:
- As from mid-December 2015, Enagás started to provide shippers with information on an intra-daily, as opposed to a daily, basis concerning gas input and output in the Gas System, thereby simplifying their decision-making and compliance with European regulations that are far more time consuming. This required significant coordination between Distributors, Shippers, Transmission companies and the Technical Manager of the Spanish Gas System.
- Enagás has submitted two proposals for public consultation, namely the ‘Framework Agreement’ and ‘Procedure for enabling, suspending and cancelling users with balancing portfolio in the Virtual Balance Point (VBP)’ proposal. Spanish Gas System agents were able to consult the documents and submit their comments to the Technical Manager for subsequent submission to the CNMC. In line with its commitment to transparency, Enagás informed all TPA Logistics System users about this process, which encompass some 600 agents including official bodies (National Markets and Competition Commission, Industry, Energy and Tourism Ministry).
Enagás is working on the definition of a methodology for compiling maps of stakeholders associated with crisis management at its facilities. The work is focused on identifying and managing actors and opinion leaders related to risk management. All integrated with the company's risk control and management system and business continuity plans.
The aim is to conduct a pilot trial (stakeholder map) at the Barcelona Plant and the Banyeres Compressor Station in 2016.
Since 2011, Enagás has been promoting and coordinating the Spanish Energy Club in Brussels (CEEB - Círculo Energético Español en Bruselas) in which professionals from the Spanish energy sector working in Europe, more specifically Brussels, come together to discuss regulatory and energy issues.
The CEEB has almost fifty members, who render their services in such organisations as REPER, the European Parliament, the European Commission, CEER, CNMC, Enagás, REE, Gas Natural Fenosa, Iberdrola, Endesa, Repsol, Acciona, ENTSOG, ENTSOE, Geode, CEOE, EDSO for Smart Grids, etc.
Participants, who meet up on a regular basis, can benefit from the exchange of documentation and information through a web-based platform, an extensive network of professional contacts, and the planning and coordinating of joint strategic actions aimed at defending and advancing common national and sectorial interests.