Stakeholder Engagement is one of the primary tenants of a Safety Management System. Per API 1173:
- The pipeline operator shall maintain a process for employees and contractor personnel to raise concerns to management and make recommendations for improvements in risk identification, prevention, and Management shall promote an environment encouraging two-way communication. Management shall also implement a process for communicating and applying lessons learned.
- The pipeline operator shall maintain a process and a plan for two-way communication with external The process shall address providing information, engaging regulatory bodies, and handling of feedback from representatives of the public.
Arguably, one of the greatest contributions to the probability side of any risk evaluation is organizational failure. The potential for organizational failure is measured against how well we perform, influenced by areas including but not limited to:
- Quality of Procedures
- Quality of Training
- Level of Competence
- Quality of Communications
- Allocation of Resources
- Utilization of the Proper Equipment
- Proper Scheduling of Activities
Understanding these organizational components is one of the primary objectives of Stakeholder Engagement. Although employee and contractor feedback may be perceptional as opposed to factual, the disposition of this information will serve as the first step in potential resolution (corrective action / continuous improvement).
What is a Stakeholder?
- a person such as an employee, customer, or citizen who is involved with an organization and therefore has responsibilities towards it and an interest in its success
- A person with information / knowledge of our system, its environment, and the operations/maintenance of it
What is Engagement?
- the process of encouraging people to participate in the improvement of an organization
What is Stakeholder Engagement?
- the process of encouraging those who are involved with our organization, to participate in the improvement of our organization AND to develop a sense of responsibilities towards our organization with a vested interest in its success
Who are our Stakeholders?
- Our ability to capture feedback from those individuals with knowledge of our assets, our operations or our environment in support of improved safety is directly proportional to the successful engagement of our stakeholders
- Emergency Responders
- General Public
- Public Officials
- Regulatory Agencies
What is the Objective of Stakeholder Engagement?
- To develop relationships with our stakeholders to foster communications and information exchange (feedback)
What is the Benefit of Stakeholder Engagement?
- To drive continuous improvement / safety in our operating areas. (The output of the analysis of Stakeholder Engagement feedback provides one of the primary inputs to Management Review and Continuous Improvement)
How can we Manage Stakeholder Engagement?
- Managing Stakeholder Engagement requires a platform with the ability to consistently and effectively implement the quality management tenants of Plan, Do, Check and Act
How well we are performing as a company within our safety management system must be determined through the engagement of our stakeholders. Stakeholder Engagement may include the following functions in support of our safety management system:
- Safety Observation and Reporting (SOAR)
- DIMP Threat Operational Feedback
- Public Awareness Stakeholder Engagement
- Management of Change Initiation
- Risk Register
- Cultural Assessment
- SMS Maturity Reporting
pSEc – The pSEc platform may be accessed via the internet or through a mobile application and is specifically designed to meet the communication and information exchange requirements of API 1173.
pSEc serves up articles, presentations, videos, surveys, questionnaires and forums, configured to inform, measure understanding and to collect organizational feedback. pSEc automatically populates analytical dashboards designed to measure performance (counts, percentages, trends and timelines). pSEc also measures activity metrics including registration, page views and page view durations.
pSEc includes configurable registration with email verification and the optional selection of State / District-County / Department-Stakeholder / Role / Demographics and Personal Information. Registration can also capture additional user information and demographics.
These registration parameters are used to control access and the associated communications / information exchange features available for each PSMS audience.