SOCIETY

BUSINESS: 468 PRACTICES


TOPIC: Initiatives on the effects of the COVID-19 pandemic

Initiative

The Management of the Covid-19 Pandemic in the OTE Group

The Management of the Covid-19 Pandemic in the OTE Group
SUBMITTED FROM:

OTE GROUP

OTE Group is the largest technology company in Greece. It is one of the top three listed companies with respect to capitalization, in the Athens Stock Exchange and is also listed in the London Stock Exchange. In 2021, OTE Group employed approximately 10,500 people in Greece.

Sustainable growth is an integral part of OTE Group's business strategy, as the sustainable growth principles are integrated into its operation. Key priorities include improvement of the Group’s environmental and social footprint, as well as equal access for all citizens to the digital opportunities of the future.

COSMOTE is the unified commercial brand for all the products and services of the Group and its key message is ‘a better world for all’. Its mission is to bring technological capabilities to all, so that everyone can make full use of all the opportunities of today, while also building a better tomorrow.

Read more: www.ote.grwww.cosmote.gr.


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Objective Action

With the start of the covid-19 pandemic, OTE Group immediately activated mechanisms that allowed it to respond to the extraordinary & special circumstances, having as priority (1) the health & safety of its 16,000 employees nationwide, as well as (2) ensuring the uninterrupted operation and the continuous service of its customers.

At OTE Group, the health, safety, well-being and quality of life of employees are key priorities and conditions for its sustainable development. We believe that Health & Safety issues in the working environment are vital and have a direct impact on:

- employee satisfaction - well-being - quality of work - corporate culture.

Taking into account the business needs and, above all, the changing conditions of the external environment, we plan and implement actions and programs, which aim to:

- to improve health indicators and the quality of life of employees,

- their support in matters of physical and mental health.

 

Target Audience


The total number of employees in the OTE Group, nationwide (~ 16,000 employees)
 

 

Duration


March - June 2020 (as regards the planning & implementation of the actions - programs, which, in their entirety, are in force and are being implemented to this day).
 


Description

Regarding the protection and support of employees, the company proceeded with the following actions in the period March-June 2020:

Instantly implement and facilitate telecommuting to 80% of employees (~13,000 employees) within ~3 business days. Availability of VPN access, collaboration tools and provision of supporting equipment (laptop, headphones, etc.), where necessary.

Establishment of a OTE Group's COVID-19 Crisis Management Team with the aim of protecting employees and ensuring the business continuity of the company (in constant communication with EODY & Civil Protection, to implement measures and support employees).

Basic actions to protect workers' health:

Creation of a medical telephone line Health & Safety HOT LINE (13166) and an email account for the direct communication of employees with the company's Occupational Doctors.

Complete incident management process in collaboration with the State by the Medical Nursing Team of the Group

Supply of all necessary equipment (antiseptics, masks, gloves, special uniforms) and distribution to the whole group in the first days of the pandemic.

Detailed and continuous information for all employees (posting instructions & videos on the company intranet, sending direct emails & sms, creating a video for the correct use of masks and gloves).

Creation of separate instructions per business unit depending on the object (Call Centers, stores, technicians, B2B, etc.). Creation of telecommuting instructions for managers & employees.

Care for the immediate granting of a 14-day special leave in cases of suspected cases - after evaluation by the Clinic - (special leave for employees who belonged to vulnerable groups and special purpose for working parents).

Additional actions for frontline workers:

A new process of informing the customer before the appointment with the Technician was put into effect, in order not to plan visits to the homes of customers who had symptoms or had been ill, but also to take protection measures by and for the customer in the event of a visit. Created customized videos for the technicians with special instructions.

The opening hours of the stores were adjusted based on the official instructions to meet the needs of the customers, with a provision for the observance of all the necessary protection measures (e.g. special posters, appropriate signage and informative videos, keeping a distance, maximum number of coke customers).

In addition, special written protection instructions were given for Store and Technician workers, and all the necessary personal protective equipment (gloves, masks, disinfectant gel, special uniforms) were provided from the first moment.

Digital sessions of occupational physicians were held nationwide in stores and technical departments (Sales/Technicians) to better inform and protect frontline workers and their families.

Additional actions of psychological support & physical health & well-being:

Adaptation of the "Next to you" psychological support telephone line, with a theme adapted to the requirements of the lockdown period (Nationwide coverage, 24 hours * 7 days, anonymous and confidential for all OTE Group employees and their family members, in cooperation with the company Hellas EAP.).

Creation of the digital action #wellness #apotospiti: creation of a series of Home Videos and display on the company's intranet, in collaboration with the Group's specialized partners (gyms, nutritionists, physiotherapists), to cover three themes: exercise, musculoskeletal health, nutrition. Throughout the lockdown - ~ 3 to 6 videos with fitness & yoga sessions, nutrition and correct posture tips / week - a total of 33 videos). Corresponding live digital sessions were also held between June and July.

Emergency Financial Support Measures:

Grant of an extraordinary cash payment of 1.6 million euros to >1,800 employees in Stores and Technicians. Provision of feeding rations earlier than planned to employees and additional feeding rations to employees through third-party companies.

Zero charges from company mobiles to everyone

The return of workers to the workplace was completed in three phases, for the period from 18/5/20 - 1/7/2020, based on the instructions of the State:

A gradual return to the office plan was drawn up, in accordance with the official instructions and suggestions of the Occupational Physicians. The return communication was framed with the following actions:

Contact Chief HR Officer for gradual return to offices and send sms with detailed instructions.

Creation of a special back to office communication campaign entitled "We Stay Strong, We Stay Safe" for protection measures & the correct use of personal protective equipment (Covid Q&A's with articles on the company intranet, direct emails, videos, leaflets & signs with instructions per area, such as meeting rooms, wc, offices, canteens, common areas, elevators, company bus coolers, etc.), LED screens in large buildings, sending sms).

To enliven, inform the employees and prepare for their return, a video was created for all the actions the company did for its people, customers and society.

All workers were provided with two cloth masks initially and then additionally.

The opening of the stores was carried out by taking all the necessary measures to protect our customers and our employees (eg installation of special plexi glass at the cash registers and at the service points of the sellers as well as special distance-keeping markings).

The frequency of cleanings was increased in all facilities nationwide, while preventive disinfection of all the company's large facilities - as the case may be - and parameterization of the air conditioning units (with instructions for use) were carried out. A special report was developed to capture the presence of employees -per building and operational function-, respecting the percentage defined, per phase, by the return plan.

Additional prevention & protection actions / initiatives:

Health care: in collaboration with specific diagnostic centers, the Group has secured preferential rates for employees and their protected family members, for carrying out, if they wish, a preventive SARS Covid-19 molecular control test.

Care for mental health & balance: in collaboration with specialized partners of Hellas EAP, realization of specially designed informative live webinars, with the aim of well-being, self-improvement and maintaining work-life balance (topics related to parental role and resilience).

Care for the society: implementation of the established voluntary blood donation, which takes place every six months, observing all the required safety measures (June & November 2020).

Strengths and challenges:

The OTE Group employs 16,000 workers throughout Greece. The design & activation of the required prevention mechanisms and the taking of the appropriate protection measures, had a positive impact on society and of decisive importance:

To protect the health of workers

For the smooth operation of the Group's companies and, by extension, the preservation of jobs

To protect the health of our customers (those who came to the stores - those who needed technical support in their place), but also overall the care of all customers who had unhindered access to the good of communication.

For the protection of society as a whole (taking protective measures & continuous information - raising awareness of employees > contribution to reducing the spread of the coronavirus).

Taking different measures for each separate category of employees (e.g. front line, back office, on call etc.) and based on local epidemiological data (before the creation of the map in October 2020)

Supply of large quantities of personal protective equipment (gloves, masks, etc.), at a time when there was not enough in the market / Mobilization of mechanisms for immediate dispatch to all buildings and shops, throughout Greece. As an example, we mention that during the critical two months of April - May we supplied: 232,000 masks - 1,100 special uniforms - 3.7 tons of disinfectant gel

Safe return to the new "normal": successful planning of the next day's plan for such a large number of employees nationwide, which varies by organizational unit, due to the nature and workplace. The biggest challenge was the seamless continuity of the company's operation with digitization of all activities - where this was possible - in combination with teleworking with zero response time nationwide.

 

more...

Impact on Society

The response of our employees (March 2020 – to date):

The Health & Safety HOT LINE (13166) handled >7,150 calls and 3,165 emails which were answered directly by the Group's team of Occupational Doctors & nurses.

The Employee Support Center (MyHR) handled ~6,500 requests and 14,700 calls related to issues arising from the provisions to deal with the coronavirus.

A total of 78 digital sessions * were held with the Occupational Physician and employees in the Stores (Owned & franchise) and Field Technicians with the participation of 1,260 employees.

*12 updates (in 86 COSMOTE & 222 GERMANOS stores) & 66 updates in 75 Technical Apartments throughout Greece).



Initiative Location

Nationwide


Working with Organization


At a consultative level with the following bodies and specialist partners:

- GPP - Infectious Diseases Team - Psychologists - Hellas EAP and Physiotherapists - Gymnasts - Nutritionists (external specialist partners of OTE Group).
 


More...…

Workers Participation


Photos Videos

Benefits for Οrganization

The high level of employee satisfaction with the company's response to the covid-19 crisis, according to a survey we conducted in May:

83% of employees consider that they were well informed by the company during the pandemic

82% were very satisfied with the way the company reacted to customers

77% believe that the company responded and cared about their concerns during this difficult time

71% said they were completely satisfied with the ability to access the necessary equipment and tools needed to work from home.




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