In 2017, SYKES Costa Rica faced the great challenge of being the first company in the corporate services sector in Latin America to publish the indicators associated with the most relevant aspects of management. In response, SYKES Costa Rica issued our first sustainability report for all audiences of interest inside or outside the country.
To track our progress and measure goals, we used GRI (Global Reporting Initiative) methodology, the first global standard of guidelines for companies to prepare sustainability reports to evaluate their economic, environmental, and social performance.
The sustainability report also serves as a communication instrument for our business partners, government, suppliers, collaborators, and other interested parties regarding the accountability of initiatives and programs the company has in place for long-term sustainability. These publications also generate a great sense of belonging and contribute to the organization’s positive image in the region. Additionally, senior management and sales executives use the report to identify commonalities, as an added value, to attract new clients.
Regarding the report structure, a section refers to the materiality assessment process, which SYKES works out with our stakeholders to identify management issues that are of relevance and a priority for the sustainability of the business and mitigation of impacts in the communities where we operate. Since 2017, SYKES Costa Rica has defined its material issues to integrate them into our strategic business plan.
From this perspective, materiality is defined in two parts:
- Topics of relevance to the business and internal audiences, including economic risk, management capacity, image and reputation, legal requirements, market conditions, and other similar topics.
- Relevant topics for external parties where a massive consultation is carried out with all audiences of interest to know their needs and expectations regarding the impacts the company has generated.
In total, 21 high-priority topics make up the organization’s materiality and business plan. Below is a sample of how some
of the most important topics look when sorted by relevance.
The report contains 137 key performance indicators (KPIs): 17 economic, 30 environmental, 34 social, and 56 indicators related to anagement, strategy, and organization profile.
The report also presents general information on the organization, services oered, stakeholders, strategy, alliances, mission, and governance structure. It introduces each dimension of sustainability and the material issues that correspond to each of them. Indicators, goals, and objectives are also reported for each material topic. The final part of the report describes the management approach that the organization has for material issues and the relationship with parties and stakeholders.
Go to SYKES sustainability reports.
About the GRI expert
Anthony Najera is the Corporate Social Responsibility specialist in SYKES Costa Rica. He has a bachelor’s degree in business administration and a master’s degree in social responsibility and sustainability. Over the past five years with SYKES, Tony has gained substantial experience in materiality analysis, stakeholder engagement, public consultation, GRI reporting, and business sustainability. He also has knowledge of management systems such as ISO 2600, 14001, 50001, 45001, and other local standards that enable him to audit sustainability-related norms.
Connect with Anthony on LinkedIn.