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Bringing wetland professionals, mental health experts and tourism leaders on a single platform, the ‘Wellness in Wetlands 2025 International Conference’ will be held in Colombo from 9-12 October.

The primary objective of the gathering is to explore the vital interconnections between wetland ecosystems, psychological well-being, and sustainable development. The timing of the conference is strategically aligned with World Mental Health Day (10 October), emphasising the global necessity of addressing human wellness alongside climate resilience and environmental conservation.

The conference will feature sessions designed for ambassadors, distinguished delegates, experts, policymakers, academics, scientists, indigenous leaders, and community representatives from Sri Lanka and abroad.

The core focus areas for discussion will include, Wetland ecosystems and biodiversity conservation, climate resilience and environmental psychology, the role of wetlands in sustainable tourism, nature-based approaches to mental health and well-being.

The inauguration ceremony will be held at the Ape Gama Conference Hall in Sri Jayewardenepura Kotte, at 3 p.m. on 9 October.

World’s leading environmental psychologist Prof. Susan Clayton from USA will share insights from her pioneering work on climate anxiety and eco-emotions, Vedda Chief Uruwarige Wannila Aththo will share traditional wisdom concerning human-nature relationships.

Additional keynote speakers include Prof. Piyanjali de Zoysa, Prof. Devaka Weerakoon, Prof. Pathirage Kamal Perera, Prof. D.A.C. Suranga Silva, and Dr. A. Radhakrishnan Nair (India/USA).

The conference is organised by the Emotional Intelligence and Life Skills Training Team (GTE) Ltd. in collaboration with several key national institutions, including the UNDP-GEF Small Grants Programme, the Urban Development Authority, the Divisional Secretariat of Sri Jayewardenepura Kotte, and the Sri Lanka Tourism Promotion Bureau.

This event is supported by the Sri Lanka Land Development Authority (Strategic Partner), SriLankan Airlines (Official Airline Partner), IUCN (Environmental Partner), WWT (UK) and Wetland Link International (Global Conservation Partners) and academic and wellness partners such as the Indian Association of Life Skills Education, Life Skills Education Nepal, Maldives Mental Health Association, and Maldives Life Skills Association.

ITX360 Ltd., has successfully achieved certification to ISO/IEC 27001:2022, the latest international standard for Information Security Management Systems (ISMS). This milestone follows the company’s earlier certification to ISO/IEC 27001:2013 in 2023 and reflects a continued commitment to global best practices in information security.

The 2022 version of the standard introduces updated controls, a stronger risk management framework, and a modernised approach to managing information assets. By meeting these more rigorous requirements, including those related to threat detection, remote work, cloud computing, and supplier relationships, ITX360 demonstrates its proactive approach to safeguarding data and ensuring regulatory compliance. For clients, the certification provides assurance that sensitive information is managed with integrity, confidentiality, and availability.

ITX360 Director and CEO Silmy Ahamed said: ‘Achieving ISO/IEC 27001:2022 is a reflection of our commitment to continuous improvement and our responsibility to protect the data entrusted to us. It demonstrates the resilience of our processes and the dedication of our teams to maintaining the highest standards in information security.’

General Manager – Operations Dilhara Ratnayake added: ‘This certification underscores the progress we have made in strengthening our internal controls to align with the latest international standards. It also reflects the collaborative effort across our teams, whose commitment was instrumental throughout the process.’

Acknowledging the contributions behind the achievement, ITX360 extended its appreciation to all team members who supported the implementation efforts. In addition, Nayomi Senadeera and Zainab Saldeen have obtained professional certifications as ISO/IEC 27001:2022 Lead Auditor and Internal Auditor respectively, further enhancing ITX360’s internal expertise and long-term capabilities.

Opposition lawmakers yesterday submitted a motion in Parliament calling for the appointment of a Select Committee to investigate the release of 323 containers from the Colombo Port without mandatory physical inspection, a breach of standard Customs procedures that has raised serious concerns over national security and public safety.

The motion cites findings from a Committee of Inquiry appointed by the Treasury Secretary on the instructions of President Anura Kumara Disanayake, following media reports on the irregularities. The inquiry committee had concluded that the release of the containers was ‘contrary to the law’ and warned that bypassing proper inspection posed ‘serious risks to national security, revenue collection, and public safety.’

The Customs Officers’ Union has publicly distanced itself from responsibility for the contents of the released containers, citing procedural violations.

Lawmakers also highlighted allegations that some of the shipments could have been used to smuggle narcotics, arms, or other prohibited items into the country, concerns intensified by recent detections of large narcotic consignments and illegal firearms.

The proposed Select Committee is tasked with examining the legality of the release, the accountability of government officials and private entities involved, and the adequacy of current laws and procedures. It is also expected to recommend legal and administrative reforms to prevent similar incidents in the future.

Under the resolution, the Speaker or a nominee will chair the Committee, which will comprise up to 30 members representing all recognised political parties. The Committee will have the authority to summon experts, conduct hearings even during prorogation or dissolution of Parliament, and submit periodic interim reports, with a final report due within three months.

Non-Bank Financial Institutions (NBFIs), or popularly known as finance companies, reported a combined Profit After Tax (PAT) of Rs. 18 billion in the second quarter of 2025, up 59.3% from Rs. 11.3 billion a year earlier with net interest incomes rising 28.3% year-on-year from Rs. 44.4 billion to Rs. 57 billion.

This is according to the Central Bank of Sri Lanka (CBSL) Financial Soundness Indicators Report for Q2 2025.

CBSL said that NBFI sector-wise Return on Assets increased to 6.9% in the quarter, compared to 5.1% a year ago, while Return on Equity increased from 10.9% a year ago to 15.2%.

Total assets of the NBFI sector grew 25.8% year-on-year to Rs. 2.28 trillion in the second quarter of 2025, up from Rs. 1.8 trillion a year ago. In comparison, banking sector assets had grown 15% year-on-year to Rs. 23.8 trillion (see https://www.ft.lk/front-page/Banking-sector-assets-up-15-to-Rs-23-8-t-in-Q2-2025-PAT-surges-68/44-782659).

Loans and advances of the NBFI sector grew 30.2% year-on-year to Rs. 1.74 trillion in the quarter, up from Rs. 1.2 trillion a year ago.

CBSL said total liabilities excluding equity increased by 29% year-on-year to Rs. 1.77 trillion, up from Rs. 1.37 trillion a year ago mainly due to increased deposits and borrowings from financial institutions to fund lending.

The deposit base of the NBFI sector had grown 16.3% year-on-year to Rs. 1.16 trillion, up from Rs. 1 trillion a year ago, while borrowings surged 76% from a Rs. 268.4 billion a year ago to Rs. 472 billion in the second quarter of 2025.

Equity funding increased 16% year-on-year to Rs. 510 billion, up from Rs. 440 billion a year ago.

CBSL said that total regulatory capital to risk-weighted assets declined slightly to 22% in the second quarter of 2025 compared to 23.8% a year ago with total borrowings to equity increasing 0.9 times from 0.6 times a year ago.

Gross non-performing loans of the NBFI sector improved considerably to 8.3% as end June 2025, compared to 13.6% a year ago. In absolute terms, gross non-performing loans of the sector rose 18% to Rs. 151.7 billion in the second quarter of 2025, up from Rs. 185 billion a year ago.

For many years, customer satisfaction was measured through surveys carried out with a close-ended question: ‘How satisfied were you with your service experience?’ It was a ‘Yes’ or ‘No’ response in which many were comfortable with more ‘Yes’ answers as the scores. But in 2025, relying on satisfaction alone is complacency. It only tells you how a customer felt at that moment in time. It is in no way a guarantee that the customer will remain with you, make repeat purchases, or create favourable word of mouth in the future.

It is important to understand that in reality loyalty is not just a feeling; it is a behaviour. A customer who continuously patronises a brand does so because of a memorable experience. A customer may be satisfied with an offer made at that moment in time and yet prefer a competitor brand at the first sign of a better price or convenience. To win in the modern market, the C-Suite must adopt metrics that measure future value, not just past satisfaction.

Hence, it is recommended to use the following two measurement metrics: Customer Effort Score (CES) and Net Promoter Score (NPS).

Possible usage of Customer Effort Score (CES)

Customer Effort Scores are a tangible measure of customer experience. It is a single metric that measures the amount of effort a customer must use to interact with a company or use its products or services. Using this metric helps companies to understand the health of their customer experience.

A typical question in conducting a CES survey is to ask customers to rate ‘how easy it was to resolve your issue’ on a numerical scale, such as 1 (‘very low effort’) to 5 (‘very high effort’). The CES is calculated by taking the total sum of all responses and dividing it by the total number of respondents to find the average score. A lower effort CES score indicates that the company is providing good customer experiences. It suggests that customers are more loyal to a service that is easier to use. A higher effort CES score is likely a sign of something wrong in an aspect of the user experience that is demanding more effort from the customer. CES is easy to deploy and track over time and is best suited for measuring customer loyalty.

Organisations should pay particular attention when providing services through 24-hour hotlines, launching new products or services, or introducing special offers. They must ensure adequate resources are in place for customers to easily access the service provider. If customers face long queues on phone lines with delayed responses, or if sales staff take a long time to attend to requirements, this creates a higher CES which may damage loyalty. Saying ‘We never expected this many enquiries or footfalls’ is not a valid excuse. The reality is simple: if you delay, someone else will attract the customer.

A landmark study in the Harvard Business Review by Dixon, Freeman and Toman (2010) found the predictive power of CES to be strong. Of the customers who reported low effort, 94% expressed an intention to repurchase, and 88% said they would increase their spending. Conversely, 81% of customers who had a hard time solving their problems reported an intention to spread negative word of mouth.

Ease, it turns out, can be even more powerful than delight.

Possible usage of Net Promoter Score (NPS)

Net Promoter Score is the most widely used customer experience metric. NPS is based on a single question asked of the customer: ‘How likely are you to recommend us to another?’ The objective is to measure loyalty by assessing the likelihood of recommendation. An NPS survey uses a scale from 0 to 10. Customers who rate 0 to 6 are unhappy customers, known as detractors. Those who score 7 to 8 are passives. Customers who score 9 to 10 are promoters.

The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. This produces a score between -100 and +100, which indicates overall perception and brand loyalty. Promoters are loyal customers who are happy to share their positive experiences. Detractors are customers who move away from the service provider, spreading negative word of mouth, sometimes with exaggeration.

NPS is an important measure for assessing loyalty, as it directly correlates to business growth and revenue. Once businesses identify promoters, they can encourage them to act as brand advocates. By analysing feedback from detractors, businesses can also make improvements to retain and attract customers.

Carrying out surveys requires significant investment in terms of time, money and effort. These surveys should not be done for the sake of reporting results. Metrics are of little use if they do not drive action. What is needed is in-depth study to assess the root causes behind customer responses. Insights must be used to remedy situations quickly, ideally within hours rather than weeks, to improve the business. Customers must feel that their feedback is valued and used for the benefit of all stakeholders.

The transition from satisfaction to loyalty metrics is not about abandoning old tools but about upgrading the dashboard. In 2025, the companies that thrive will be those that measure what truly predicts the future.

Sri Lanka’s tourism leaders last week called for a shift from traditional destination promotion to innovative product development, as the industry unveiled the ‘Ruhunu Ring,’ a landmark private-sector-led tourism circuit designed to transform the country’s southern travel experience and raise per-tourist earnings.

Speaking at the International Tourism Leaders’ Summit 2025, Sri Lanka Tourism Development Authority (SLTDA) and Sri Lanka Tourism Promotion Bureau (SLTPB) Chairman Buddhika Hewawasam stressed the need for a new era of ‘productive tourism development’ that enhances engagement, diversification, and income generation across the value chain.

‘If we are thinking about the future of tourism in Sri Lanka, we must focus on three key aspects; connectivity and access, investment diversification, and new product development. The ‘Ruhunu Ring’ represents the first such productive tourism initiative, designed to increase visitor interaction and generate higher spending by linking cultural, heritage, and experiential attractions,’ Hewawasam said.

He noted that heritage destinations such as Sigiriya, Anuradhapura, and Polonnaruwa have historically generated significant revenue through the Cultural Triangle, but Sri Lanka now needs modern experiences that blend nature, heritage, as well as community engagement, to compete globally.

The ‘Ruhunu Ring,’ a 300-kilometre circuit spanning the Deep South, connects a mosaic of attractions from wildlife parks like Yala and Udawalawe to coastal hubs such as Mirissa and Arugam Bay and cultural landmarks like Kataragama. ‘It is the first of several proposed thematic tourism zones under a broader national strategy to position Sri Lanka as a high-value experiential destination,’ Hewawasam added.

Tourism advocate and entrepreneur Yasas Hewage, who helped conceptualise the initiative, urged the industry to ‘reimagine’ the country’s offerings beyond the well-trodden Cultural Triangle.

‘The elephant in the room is that our per-day tourist spend remains around $ 171. To double or quadruple that, we need fresh, curated products that go beyond the traditional,’ Hewage said. ‘The ‘Ruhunu Ring’ connects micro-brands, regional identities, and diverse landscapes from coastal trails to misty highlands, giving travellers a continuous, immersive journey rather than isolated experiences,’ he added.

Hewage described the ‘Ruhunu Ring’ as a ‘curated circuit’ that integrates wildlife, adventure, wellness, sports, and culinary experiences, encouraging visitors to explore lesser-known destinations and stay longer within local communities.

The summit also hosted a high-level discussion on ‘Tourism Innovation and Connectivity for the Future of Sri Lanka’s Tourism,’ where industry experts underscored the urgent need for improved air connectivity, strategic investments, and integrated marketing to support new tourism products.

A Gazette notification amending the Betting and Gambling Levy has been issued, coming into effect from 1 October.

Under the new regulation, the levy on gross collections from gambling operations, including bookmakers and gaming operators, has been raised from 15% to 18%.

The amendment also doubles the casino entry fee for Sri Lankan citizens to $ 100.

The Sri Lanka Association of Inbound Tour Operators (SLAITO) has urged the Government to prioritise a sustained global destination marketing campaign to help the country achieve its target of 5 million tourist arrivals and $ 10 billion in annual revenue by 2030, warning that the opportunity will slip away unless immediate action is taken.

Speaking at the 45th Annual General Meeting (AGM) of the SLAITO, President Nalin Jayasundera emphasised that tourism, though private-sector driven, can only thrive through close collaboration with the Government and key public institutions.

He pledged the SLAITO’s full commitment to supporting national goals but stressed that marketing Sri Lanka effectively to the world remains the missing link in realising its full potential.

‘Tourism can become Sri Lanka’s number one foreign exchange earner, but it will only happen if we launch a long-term global campaign-one that is fair to all stakeholders and prioritised without further delay,’ Jayasundera said.

Calling for greater marketing coordination, he opined Sri Lanka must be transformed into a year-round destination, eliminating the current off-season slump.

‘If we get our marketing right, there will be no off-season. Effective marketing will generate demand and ensure the right price for our products and services. Otherwise, Sri Lanka will remain the best-kept secret in world tourism,’ he warned.

Jayasundera also urged the Government to create a level playing field by ensuring that all tourism-related service providers, including online platforms, are taxed equitably.

He called for State support in co-marketing initiatives with airlines and tour operators, a model successfully adopted by competing destinations to secure loyalty from key market generators.

The SLAITO President also welcomed recent Government decisions, including the establishment of a Presidential Tourism Task Force, the proposal to grant free visas to 40 countries, and the resumption of Bandaranaike International Airport (BIA) expansion and the Colombo-Kandy highway; describing them as ‘steps in the right direction’ that could accelerate growth if implemented swiftly.

In addition, Jayasundera underscored several operational and human resource challenges that must be addressed urgently to improve visitor experience and industry competitiveness. These include simplifying train ticket purchases, managing overcrowding at popular attractions, and resolving the acute shortage of foreign-language-speaking tour guides, which has forced some destination management companies (DMCs) to turn away bookings.

He revealed that the SLAITO, together with the Sri Lanka Tourism Development Authority (SLTDA) and the Sri Lanka Institute of Tourism and Hotel Management (SLITHM), is working to expand the pool of professional guides. To address the immediate gap, the Association has decided to increase guide fees by 55% from 1 December 2025, with official communication to follow.

Highlighting the need for sustained engagement between the public and private sectors, Jayasundera reiterated the SLAITO’s support for the joint proposal made with the Tourist Hotels Association of Sri Lanka (THASL), Association of Small and Medium Enterprises in Tourism (ASMET), and Sri Lanka Association of Professional Conference, Exhibition and Event Organisers (SLAPCEO), should a new Tourism Act be introduced.

On product development and promotion, he commended the success of ‘Sancharaka Udawa,’ the annual tourism exhibition organised by the SLAITO, noting that it achieved record participation this year. ‘Plans are underway to elevate the event into an international travel fair in Colombo in 2026, featuring foreign buyers,’ he disclosed.

The SLAITO President stressed that the tourism industry, though highly sensitive, remains one of Sri Lanka’s strongest engines for economic recovery.

‘If we work together, we will succeed together,’ he said, adding that under the leadership of the Deputy Minister, they look forward to collaborating to achieve shared objectives for the nation.

Living beyond means has been a salient feature of Sri Lanka’s post-independent economy. Except for two years (in 1954 and 1955 under the premiership of Late Sir John Kotelawala), all Budgets in the island have ended up in deficits. Fiscal discipline is perceived by lawmakers as a political liability while Governments that strived hard to achieve fiscal prudence have often been defeated by voters at elections.

The recent announcement by the Treasury that Sri Lanka’s budget deficit declined by 55% or Rs. 411 billion in August 2025 from a year earlier is a noteworthy development in the backdrop of revenue-based fiscal consolidation having been recognised as a key benchmark of the IMF-mandated economic reforms. According to the latest figures, tax revenue expanded to Rs. 3,068.5 billion over the first eight months of the year from Rs. 2,348.5 billion during last year. The increase in Government revenue has been ably assisted by the increase in import volumes as a result of the economic recovery in addition to gradual relaxation of import restrictions.

Meanwhile, the Customs Department had collected Rs. 1,724 billion in revenue during the first nine months of this year compared to Rs. 1,116.1 billion in the same period last year, representing a 54.5% growth. As of mid-September 2025, over 220,000 vehicles have been imported into the country since the import ban was lifted on 1 February 2025. Sri Lanka Customs has set a revenue target of Rs. 2,115 billion for this year, compared to Rs. 1,553 billion during previous year. Customs had earned Rs. 165 billion from vehicle imports since the ban was lifted and expect tax revenue of Rs. 450 billion for the current year from vehicle imports.

The decline in capital expenditure to Rs. 331.2 billion from Rs. 435 billion last year too has contributed towards the decline in the budget deficit. A reduction in capital expenditure is generally associated with lowered growth prospects. However, in Sri Lanka, capital spending, particularly with regard to construction of roads, highways, and buildings is often associated with corruption and political patronage. Given the funding constraints, the Government would be well advised to explore public-private partnerships to implement essential infrastructure development programs to ensure economic growth is not constrained by fiscal tightening.

Despite the Government’s vociferous commitment to reduce waste and unnecessary spending, recurrent expenditure until August rose to Rs. 3,381.3 billion by 11.2% from Rs. 3,041.6 billion last year. Recurrent expenditure cannot be brought down by trivial measures like taking over the official residences of former presidents or by indulging in frugality as some politicians in the Government opine. Recurrent expenditure is likely to increase further with the Government expecting to recruit a considerable number of individuals into the public sector, including the postal service which has experienced a substantial reduction in demand for its services.

The NPP administration should review its stance on State-owned commercial enterprises. The plans to privatise loss-making enterprises like SriLankan Airlines were reversed by the Government and as a consequence the taxpayers’ money needs to be doled out as current transfers to ensure the continuity of such entities. Reforming institutions like the CEB, CPC and SriLankan Airlines is imperative to rectify persistent fiscal shortcomings. It is also vital to assess the island’s bloated public sector workforce which has been a huge burden on the island’s taxpayers over the years.

The IMF had pointed out that Sri Lanka needs to entrench fiscal discipline to avoid the repetition of the crisis it experienced in 2022. Prioritisation and rationalisation of public expenditure too needs to be pursued vigorously while expanding the Government revenue to maintain prudence in public finances. In spite of adverse political repercussions, steps need to be taken to close down State institutions that have outlived their usefulness.

President Anura Kumara Disanayake yesterday said that the International Monetary Fund (IMF) remains a vital partner in Sri Lanka’s accelerated journey from crisis to recovery, and that the Government regards its support not merely as external assistance, but as an integral element of its comprehensive strategy for sustainable economic progress.

This is according to statement issued by the President’s Media Division yesterday.

Speaking at the fifth mid-point review meeting yesterday at the Presidential Secretariat with an IMF delegation, the President said that the Government’s reform agenda focused on long-term stability, inclusive growth, and investor confidence.

The sixth tranche of the IMF Extended Fund Facility is scheduled for release in December.

During the discussions, the IMF delegation commended Sri Lanka’s reform progress, noting that the country’s economic reform program is yielding commendable outcomes. They highlighted that reforms were bearing fruit, with economic growth outperforming expectations, foreign reserves strengthening, and fiscal revenues improving.

The IMF further observed that sustaining reform momentum is critical to safeguarding macroeconomic stability, consolidating recovery, and building resilience against global uncertainties, including trade policy shifts and geopolitical tensions.

President Disanayake noted that attracting investments plays a decisive role in the Government’s economic expansion drive, particularly in driving rural development and creating employment opportunities.

He said that while the IMF’s continued support has been instrumental in restoring confidence and stability, ensuring robust infrastructure and a conducive investment environment was vital for sustaining growth.

The President also said that to maintain the Government’s projected growth targets, it was imperative for Sri Lanka to exceed the targets set by the IMF, which requires a strong inflow of foreign direct investments (FDIs). He stated that achieving this will demand continued fiscal discipline, policy consistency, and strategic facilitation of investment opportunities across key sectors.

Reaffirming Sri Lanka’s commitment to reform and recovery, President Disanayake told the IMF delegation that his Government was determined to build a resilient, investment-driven economy that ensures inclusive national development. He noted that the IMF remains a key strategic partner in Sri Lanka’s ongoing journey toward financial stability, economic resilience, and sustainable growth.

The IMF delegation was led by Mission Chief Evan Papageorgiou, Sri Lanka Resident Representative Martha Woldemichael, and IMF officials Sandesh Dhungana, Ursula Wiriadinata, Dinar Prihardini, Samson Kwalingana, Ozlem Aydin, Danilo Palermo, and Manavee Abeyawickrama.