General policy relating to dialogue with stakeholders
Looking beyond the positioning of VINCI companies within the value chain, which requires dialogue and consultation with all project stakeholders, the Group wants to make this an opportunity and a means to create value for everyone. The Group encourages its companies to be open and foster dialogue with stakeholders, reflecting one of the commitments set out in the VINCI Manifesto. Although public authorities or private customers make decisions concerning transport and energy infrastructure as well as facilities to improve the living environment, including where they are to be located, VINCI companies serve as a liaison with local communities, residents living near the structures they build, non-profit organisations and users.
To better identify stakeholder needs and propose solutions that will be satisfactory for all concerned, VINCI has developed an easy to use mapping tool called Reflex. This collaborative platform, available to everyone across the Group’s entities, rounds out and helps bring a fresh perspective to the more traditional consultation processes, such as public meetings and site visits. It enables users to identify, map and prioritise each stakeholder based on their influence on one another and the desire to establish dialogue.
In line with this approach, VINCI regularly consults with its stakeholders in the field of social innovation and human rights, in particular through six collaborative initiatives in which the Group participates: Leadership Group for Responsible Recruitment, Building Responsibly, Global Deal, the UN Global Compact, Entreprises pour les droits de l’Homme (EDH, Businesses for Human Rights) and Business for Inclusive Growth (B4IG). VINCI’s active involvement in these initiatives and the resulting meetings and exchanges enable it to promote joint actions and partnerships, while developing its approach with a very wide range of stakeholders (governments, businesses, trade unions, non-profits, universities, international institutions, etc.). This multi stakeholder sharing is essential in order to take on board expectations and jointly devise strategies and actions that meet the challenges brought about by changes in society. The other initiatives are presented in paragraph 4.3.5, “Building leverage through active collaborations”, of the Group’s duty of vigilance plan, pages 273 to 274.
General policy relating to engagement with customers and end users
The majority of VINCI’s customers are public authorities or companies, with which the Group builds long-term partnerships for motorways, airports, stadiums and other infrastructure looking to develop relationships founded on trust over time. Close working relationships with both direct customers and end users are also crucial, right from the initial design phase, owing to the potential impact of projects on nearby residents. In addition, the resulting exchanges can provide important insights into the acceptance of planned structures by communities.
Group companies implement a range of measures and actions to promote dialogue, consultation and exchanges with project stakeholders and other key local and regional actors, including elected officials, local authorities, government agencies, associations representing users of infrastructure and facilities, as well as people living or working nearby. These include the following:
Initiatives to promote strong and lasting relationships with customers and users
Alongside their ambition to build and maintain strong and lasting relationships with their stakeholders, Group companies also seek to anticipate the needs and expectations of both their customers and the end users of the infrastructure and facilities they design, build or operate. They do so by developing innovative solutions to promote the well-being and safety of end users, gauge their satisfaction, remain attentive to their concerns and provide them with better information.
Attentiveness and satisfaction
VINCI Airports is constantly striving to satisfy passengers and improve the quality of its services and customer experience. A number of initiatives were deployed at airports in France and around the world: renovating infrastructures and updating new technologies to make passengers’ journeys more fluid, including the implementation of biometric solutions (Lyon-Saint Exupéry, Lisbon, Kansai International and Las Américas airports), using AI to streamline security processes (Lyon-Saint Exupéry, Lyon Bron and London Gatwick airports), developing solutions to prevent the destruction of items confiscated during passenger screening (Lyon-Saint Exupéry airport), and refurbishing leisure and shopping areas (Lyon-Saint Exupéry, Osaka Itami, Las Américas, Kansai International and Salvador Bahia airports, among others). In addition to regular satisfaction surveys, some airports also have Skiply systems that enable real time passenger feedback to be collected thanks to connected buttons positioned around the terminals at each airport.
VINCI Autoroutes aims to build constructive relationships with its customers, remaining attentive to their usage patterns and needs, thanks in particular to specific communications tools. The VINCI Autoroutes networks have continued to develop their services, such as the X (formerly Twitter) feed, the dedicated website, the VINCI Autoroutes app, Radio VINCI Autoroutes and the customer service number (3605). In other countries around the world, VINCI Highways offers similar services, such as radio stations or chatbots to enhance its customer experience while improving safety.
