1. SANTA CLARA WORKSHOP

3. Step 1: Identifying the Triggers

4. TRIGGER1

5. TRIGGERS FROM STAKEHOLDERS Employees Employees Investors Investors Consumers Consumers Business partners and suppliers Business partners and suppliers Non-governmental organisations and media campaigns Non-governmental organisations and media campaigns Governmental, intergovernmental organisation and regulatory pressures Governmental, intergovernmental organisation and regulatory pressures Community and society Community and society

6. ‘one of the skills of leadership is how quickly you can pick up on the weak signals’ ‘one of the skills of leadership is how quickly you can pick up on the weak signals’

7. Step 2: Scoping What matters

8. SCOPING BY STAKEHOLDERS’ CONCERNS Employees Employees Investors Investors Consumers Consumers Business partners and suppliers Business partners and suppliers Non-governmental organisations and media campaigns Non-governmental organisations and media campaigns Governmental, intergovernmental organisation and regulatory pressures Governmental, intergovernmental organisation and regulatory pressures Community and society Community and society

9. Step 3: Making the business case

10. DRIVERS OF BUSINESS Reputation Reputation Innovation Innovation Cost cutting Cost cutting Market growth Market growth Relationships, alliances and the licence to operate Relationships, alliances and the licence to operate Access to financial capital Access to financial capital Development of human capital Development of human capital

11. Step 4: Comitting to Action

12. HPO Technical Competence Corporate Values & Principles Passionate Leadership Sound Strategies Robust SystemsHP Culture HIGH PERFORMANCE ORGANISATION

13. NEW REALITIES - NEW ACTIVISTS Business is recognised and challenged as a new player in social development, setting standards and protecting human rights

14. Companies are called upon to: HUMAN RIGHTS Support and respect the protection of internationally acknowledged human rights in their area of influence; and Not become accomplices in human rights violations and abuses. LABOR RIGHTS Defend the freedom to join unions and the effective right to collective bargaining; Eliminate all forms of forced or compulsory labor; Strive for the complete abolishment of child labor; and Eliminate discrimination in jobs and occupations. ENVIRONMENT Adopt a preventive approach to environmental challenges; Develop initiatives to promote greater environmental responsibility; and Encourage the development and dissemination of environment-friendly technologies CORRUPTION Act against all forms of corruption, including extortion and bribery. Global Compact

15. Step 5: Integration & Gathering Resources

17. 7 key areas of change Feedback identified 7 areas of change Feedback identified 7 areas of change –Customer service –Access to services –Employment –Portrayal –Web Access –Building Access –Technology

18. Actions

19. Step 6: Engaging Stakeholders

20. Critical success factors Engage the key stakeholders Engage the key stakeholders Build trust Build trust Be flexible Be flexible Allow time Allow time Be open Be open Be realistic Be realistic Share the agenda Share the agenda Create a common understanding Create a common understanding Field your very best people Field your very best people Be prepared for change Be prepared for change

22. Step 7: Measuring and Reporting

23. Why Measure & Report To benchmark performance To benchmark performance To answer criticism To answer criticism To understand stakeholders To understand stakeholders To spot policy gaps To spot policy gaps To demonstrate difference To demonstrate difference To satisfy regulations To satisfy regulations To earn endorsements To earn endorsements To meet contractual requirements To meet contractual requirements

24. CHARACTERISTICS OF CSO COMPANIES 1. Alignment and explicit articulation of Purpose, Vision and Values 2. Leadership and Senior Management Team believes values 3. continuously communicated 4. constantly reinforced through culture, processes and rewards

25. CHARACTERISTICS OF CSO COMPANIES 5.scoping and prioritising risks and opportunities 5.scoping and prioritising risks and opportunities 6.decision-making process consistent with Purpose and Values 6.decision-making process consistent with Purpose and Values 7. effective stakeholder engagement 7. effective stakeholder engagement

26. CHARACTERISTICS OF CSO COMPANIES 8.ethical code governing relations with partners to determine fair share of risks and rewards 8.ethical code governing relations with partners to determine fair share of risks and rewards 9.entrepreneurialism and creativity which is stretched with an openness and curiosity for corporate social opportunities 9.entrepreneurialism and creativity which is stretched with an openness and curiosity for corporate social opportunities 10. appropriate measurement and reporting of company’s performance. 10. appropriate measurement and reporting of company’s performance.