How can broadband providers measure and improve their environmental and social sustainability?

1 Carbon footprint

One of the most obvious and urgent aspects of environmental sustainability is the carbon footprint of broadband providers, which includes the emissions from their network infrastructure, data centers, offices, vehicles, and supply chain. Broadband providers can measure their carbon footprint using various tools and standards, such as the Greenhouse Gas Protocol, the ICT Sector Guidance, and the Science Based Targets initiative. They can also reduce their carbon footprint by adopting renewable energy sources, improving energy efficiency, switching to low-carbon transport modes, and offsetting unavoidable emissions.

2 E-waste management

Another important aspect of environmental sustainability is the management of electronic waste, or e-waste, which is generated by the disposal of obsolete or damaged equipment, such as routers, modems, cables, and devices. E-waste can pose serious risks to human health and the environment, as it contains hazardous substances, such as lead, mercury, and cadmium. Broadband providers can measure their e-waste generation using indicators, such as the e-waste recycling rate, the e-waste collection rate, and the e-waste reuse rate. They can also improve their e-waste management by implementing circular economy principles, such as designing for durability, repairability, and recyclability, extending the lifespan of equipment, and promoting responsible take-back and recycling schemes.

3 Digital inclusion

Moving on to the social dimension of sustainability, one of the most relevant and impactful aspects for broadband providers is digital inclusion, which refers to the ability and opportunity of people to access and use broadband services, regardless of their location, income, education, age, gender, or disability. Digital inclusion can enhance social welfare, economic growth, and democratic participation, as well as reduce inequalities and marginalization. Broadband providers can measure their digital inclusion performance using indicators, such as the broadband penetration rate, the broadband affordability index, the broadband quality index, and the digital skills index. They can also improve their digital inclusion efforts by expanding their network coverage, offering affordable and flexible plans, providing digital literacy training and support, and partnering with public and private stakeholders.

4 Customer satisfaction

Another key aspect of social sustainability for broadband providers is customer satisfaction, which reflects the quality and reliability of their services, as well as their responsiveness and transparency. Customer satisfaction can influence customer loyalty, retention, and advocacy, as well as brand reputation and competitiveness. Broadband providers can measure their customer satisfaction using methods, such as surveys, ratings, reviews, feedback, and complaints. They can also improve their customer satisfaction by investing in network maintenance and upgrades, ensuring service continuity and security, delivering fast and friendly customer service, and addressing customer concerns and expectations.

5 Employee engagement

A final aspect of social sustainability for broadband providers is employee engagement, which refers to the degree of commitment, motivation, and satisfaction of their workforce. Employee engagement can affect employee productivity, performance, innovation, and retention, as well as organizational culture and values. Broadband providers can measure their employee engagement using tools, such as surveys, interviews, focus groups, and metrics, such as absenteeism, turnover, and recognition. They can also improve their employee engagement by providing fair and competitive compensation and benefits, fostering a diverse and inclusive workplace, offering learning and development opportunities, and encouraging feedback and participation.

By measuring and improving their environmental and social sustainability, broadband providers can not only comply with regulatory and ethical standards, but also create value for their stakeholders, differentiate themselves from their competitors, and contribute to a more sustainable and inclusive society.