Innovate for
sustainable
business growth |
| To re-position and build Singtel into a sustainable brand by: |
•
|
Developing more e-services to offer corporate customers one-stop
convenience and also to reduce paper transactions
|
| • |
Providing our consumer clients more online services and content
via their mobile devices |
|
|
| • |
At least two new e-services introduced for Singtel customers to
access via their mobile phone/PC/tablet |
|
Pursue proactive
market leadership |
| To continue to: |
•
|
Monitor market development and participate in public
policy advocacy
|
| • |
Uphold high standards of corporate governance and
business ethics |
|
•
|
Continue to monitor market development and participate in public
policy advocacy
|
| • |
Continue to uphold high standards of corporate governance and
business ethics |
| • |
Ensure compliance with the revised Singapore Code of Corporate
Governance |
| • |
Undertake a formal stakeholder engagement exercise to better
understand material sustainability issues for Singtel |
|
Embrace
responsible
business practices |
| To embrace responsible marketing by: |
•
|
Adopting marketing guidelines and programmes for alignment
to laws, standards and voluntary codes related to marketing
communications, including advertising, promotion and
sponsorship |
| • |
Participating as corporate member in five local/regional industry
associations or marketing bodies |
| • |
Introducing Green marketing practices and complying with the
usage of recycled paper materials for 100% of Singtel’s marketing
activities |
| • |
Introducing education programmes to promote safety and the
responsible use of mobile technology for Singtel customers |
To embrace responsible procurement by: |
| • |
Adopting a vendor engagement framework for our sustainable
procurement commitments to communities and strategic partners
|
| • |
Establishing Singtel’s sustainable procurement policy and
standards, as well as planning to conduct random verification of at
least three of the top ten suppliers annually |
| • |
Introducing at least two sustainability KPIs as performance
metrics for the procurement decision makers |
|
| |
•
|
Grow Facebook fan base by 50% |
| • |
Launch a Twitter Customer Care channel to better respond to
conversations about the brand and address customers’ enquiries
and issues on social platforms |
| • |
Develop an official Singtel YouTube channel and to include wider
scope of content, e.g. building specific playlists: sports, music,
entertainment, gadgets, corporate responsibility etc |
| • |
Develop online resource on www.singtel.com to promote safety
awareness and responsible use for parents on cyberbullying and
sexting among young user |
| |
| • |
Include at least two GRI indicators or UN Global Compact
Principles in the evaluation of procurement tenders to raise
awareness and enforce the application of pro-human rights
criteria during tender evaluation |
| • |
Begin implementation of the Code of Conduct for Vendors |
| • |
Develop plans for the vendor audit scheduled to be held over the
next two years |
|
Build customer
loyalty and
satisfaction |
| To enhance the customer loyalty and satisfaction index by: |
•
• |
Reviewing customer feedback and benchmarking review
mechanisms
Implementing additional feedback surveys to measure customer
satisfaction levels at key customer touchpoints |
|
To improve Customer Experience Index and be distinctive in the
market by: |
•
• |
Enhancing current measurement to better understand customer expectations
Implementing company-wide service communications and
training programme |
|
