Upstream Value Chain
INPUTS
SLT’s value creation process is enabled by six interconnected capitals:
Financial
Capital
- Equity and debt capital supporting nationwide connectivity and digital transformation
- Strong liquidity and disciplined capital allocation
Manufactured
Capital
- National fibre backbone and
access network - Mobile network infrastructure
(4G and 5G) - International submarine cable
systems - Tier III data centres and technology facilities
- Island-wide customer touchpoints
and distribution network
Human
Capital
- Skilled, unionised and professional workforce across technical, commercial and support functions
- Continuous learning through Nebula Institute of Technology and structured leadership development
Social and
Relationship
Capital
- Large fixed-line and mobile
subscriber base - Long-standing relationships with enterprise, public sector and
wholesale customers - Global technology partners, suppliers
and strategic alliances - Strong regulator and government relationships
Intellectual
Capital
- Unified SLT–MOBITEL brand
- Innovation platforms and digital
solution portfolios - Proprietary processes and systems certified to ISO/IEC standards
Natural
Capital
- Energy and water resources
supporting network operations - Deployment of renewable energy solutions in base stations and facilities
Internal Operations
VALUE CREATION ACTIVITIES
SLT transforms the capitals through integrated operational activities across the services value chain:
Network and Infrastructure
Development
- Expansion, modernisation and optimisation of fibre, mobile and international networks
- Migration to next-generation technologies (4G/5G, cloud-ready infrastructure)
Marketing, Branding and
Partnerships
- Brand building through campaigns, sponsorships and events
- Strategic partnerships to expand digital ecosystems and MSME enablement
People and Culture
Development
- Talent acquisition, training, diversity and inclusion
- Performance management, leadership pipelines and employee engagement
Responsible Business
Practices
- Environmental stewardship and energy efficiency initiatives
- Community development, digital inclusion and education programmes
Product and Service
Development
- Fixed, mobile, broadband and IPTV services
- Enterprise digital solutions (cloud, data centre hosting, managed services)
- Digital platforms including IoT, smart solutions and healthcare services (eChannelling)
Service Provisioning and
Customer Delivery
- Activation, maintenance and quality assurance of services
- Omni-channel service delivery (retail outlets, digital platforms, partner networks)
Customer Experience
and Support
- Contact centres, field services and digital self-care platforms
- Continuous customer feedback, analytics and retention initiatives
Technology, IT and Cybersecurity Management
- Secure and resilient IT systems and data protection
- Disaster recovery and cyber risk mitigation
Downstream Value Chain
OUTPUTS
(Direct, Measurable Results)
Network and Technology Outputs
- Modernisation and expansion of Fibre network
- Wireless network upgrade and coverage expansion by adding new base stations International bandwidth and submarine cable capacity enhanced
- Tier III data Centre racks, servers and cloud capacity commissioned
Customer and Market Outputs
- New fixed, mobile, broadband and PEOTV connections activated
- Growth in value-added digital services subscriptions
- Enterprise customers onboarded for cloud, hosting and managed services
- Increased utilisation of eChannelling and digital payment platforms (mCash)
Operational and People Outputs
- Service orders provisioned within defined SLAs
- Contact centre interactions handled through digital and assisted channels
- Employee training hours delivered; professional and NVQ certifications awarded
Social and Environmental Outputs
- Schools, hospitals and public institutions connected or digitised
- Renewable energy installations at network sites
- E-waste and hazardous waste responsibly processed
OUTCOMES
(Medium to Long Term Benefits)
For Customers
- Consistently reliable, high-speed and secure connectivity
- Improved quality of experience, convenience and service accessibility
- Enterprise digital transformation enabled through trusted local infrastructure
For Employees
- Higher engagement, retention and productivity
- Future-ready skills aligned to next-generation technologies
- Strong leadership and succession pipelines
For Shareholders and Financiers
- Predictable cash flows from diversified revenue streams
- Sustainable profitability supported by infrastructure leadership
- Enhanced risk management and business resilience
For Partners, Government and Industry
- Strengthened national ICT backbone supporting public services digitalisation
- Enablement of MSMEs and innovation ecosystems
- Reduced dependency on foreign digital infrastructure
For Society and Environment
- Broad-based digital inclusion across urban and rural communities
- Improved access to education, healthcare and financial services
- Reduced emissions intensity through energy-efficient networks
IMPACT
(Long Term, System Level Value Creation)
National Digital Enablement
- Positioning SLT as the backbone of Sri Lanka’s digital economy and smart nation ambitions
Inclusive Economic Growth
- Productivity gains across businesses, public sector institutions and communities
Social Progress
- Better educational outcomes, improved healthcare access and digitally connected citizens
Environmental Stewardship
- Progressive reduction of the Group’s carbon footprint and responsible resource use
Organisational Resilience
- A future-ready, trusted national operator with long-term financial and operational sustainability
Sri Lanka Telecom PLC creates sustainable value by fulfilling its mandate as the National ICT Solutions Provider, enabling Sri Lanka’s digital transformation through reliable connectivity, advanced ICT solutions and inclusive growth. This Business Model demonstrates how the Company leverages its key capitals and integrates technology, operations and strategic partnerships to deliver consistent outputs, meaningful outcomes and long-term national impact. It underscores our commitment to responsible governance, technological leadership and stakeholder value creation, aligned with international integrated reporting best practices and the Group’s long term strategic priorities.
