BE16: Customer engagement

Priority

Risk potential

Risk	Rationale
High	Disputes over service provision and transparency are not uncommon in consulting.

Progress

Progress indicators

Progress indicator	Response (%)	Rationale
Progress on product concerns	100	We have consciously designed our external concerns mechanism (which covers product concerns) in line with Future-Fit's criteria to ensure it is legitimate, accessible, transparent, fair, actively engaged and continuously improved.

Context indicators

Context indicator	Response	Rationale
Total revenue	$508567 NSD	This is our gross revenue from our training, strategy and reporting projects in FY 21.

Data availability

Data availability	Rationale
3. Data is tracked systematically across the whole business.	Guidance on customer concerns is clearly laid out in The Proxima Way, yet data on concerns is not collected because no concerns have arisen.

Pathway

Public commitment

Pathway indicator	Response	Rationale
Public commitment?	No.	Satisfaction of this goal is implicit in The Proxima Way, which is publicly available on our website.
Date for commitment	N/A	N/A

Targets and expectations

Pathway indicator	Response	Rationale
Interim target?	No.	Proxima has met this goal
Date for interim target	N/A	N/A
Target progress	N/A	N/A
Expected progress next year	Expected to stay the same.	Our policy and processes are unlikely to change.

Preparedness

Governance and management

Search:

Preparedness indicator	Response	Rationale
Board oversight	No board oversight is in place to support this goal.	Our Board approved our product concerns approach as part of The Proxima Way and receives annual updates on our future-fitness. Beyond this, there is no Board oversight needed for this Goal.
Aligned incentives	No compensation is linked to this goal.	Our compensation guidelines do not currently incorporate sustainability related performance metrics.
Supportive policies	Policies and processes to support this goal have been effectively integrated into day-to-day	Our external concerns mechanism is in The Proxima Way, our corporate code of conduct and guiding ethos. Our full team is aware of The Proxima Way and are expected to respect its values in day-to-day work. As we have not yet had any external concerns we have not tested the efficacy of the policy.
Strategic planning	This topic is considered during strategic planning and/or risk management only if a specific incident arises.	Our current strategic planning sessions have covered product concerns as no specific incidents have occurred to suggest that we need to adjust our strategy.
Employee training	Training on this topic is primarily focused on issues of compliance.	Our team are aware of the employee concerns mechanism and how to comply with it. We have not provided additional training on managing client concerns yet as we feel that are team are well equipped with the skills to handle any concerns.
Enabling culture	Enabling channels and/or procedures exist, and the corporate culture fosters	Enabling channels and/or procedures exist, and the corporate culture fosters
Third party	No use is made of leading third-party standards to support this goal.	No use is made of leading third-party standards to support this goal.
Integrated information	No information systems are in place to support this goal.	No information systems are in place to support this goal.

Financial alignment

Search:

Preparedness indicator	Response	Rationale
Investment	Not applicable	N/A
Aligned capital	Not applicable	N/A
Strategic acquisitions	Not applicable	N/A
Aligned purchasing	Not applicable	Not applicable

Company influence

Search:

Preparedness indicator	Response	Rationale
Supplier influence	No engagement is expected on this issue.	As a consulting firm, our purchasing activities are limited to ancillary purchases and we choose our suppliers carefully. It is difficult to imagine a situation where a product concern would arise in relation to an ancillary service that we use in its delivery. However, our team always have the licence to engage whoever we think is appropriate on our future-fitness as part of our organisational culture.
Industry influence	Controls are in place to ensure that relevant teams prioritize the issue in engagement efforts.	As part of our external concerns mechanism, independent advice may be sought where there is a significant concern made. Industry bodies or peers may be in the best position to provide that advice if it relates to our services. Team members are aware of this as an option for any potential product concerns.
Government influence	No engagement is expected on this issue.	Engagement is not considered necessary to help us meet this goal.
Customer influence	Controls are in place to ensure that relevant teams prioritize the issue in engagement efforts.	Our external concerns mechanism is designed to manage any concerns from our clients about any aspect of our services. Team members are aware of the process to follow if a client complaint arises.
Civil society influence	Controls are in place to ensure that relevant teams prioritize the issue in engagement efforts.	As part of our external concerns mechanism, independent advice may be sought where there is a significant concern made. Civil society members or NGO bodies may be in the best position to provide that advice if it relates to our services. Team members are aware of this as an option for any potential product concerns.
Investor influence	No engagement is expected on this issue.	No engagement is expected on this issue.