| Key Areas of
Focus |
FY2013 Targets |
FY2013 Performance |
Innovate for
sustainable
business growth |
| • |
At least two new e-services introduced for Singtel customers to
access via their mobile phone/PC/tablet |
|
 |
Achieved. Examples: |
| |
| • |
NewsLoop puts together the best news and lifestyle content into a single elegant app |
| |
|
| • |
mio TV Go is a companion app to enhance mio TV viewing experience on the move |
|
|
Pursue proactive
market leadership |
| • |
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 |
|
|
• |
Actively participated in public policy advocacy through submissions and representations
covering a range of telecommunication and broadcasting issues |
| |
|
|
|
• |
Continued to be recognised by the industry for our efforts in upholding high standards and
received numerous awards during the year |
| |
|
|
|
• |
Achieved compliance with the 16 principles in the revised Singapore Code of Corporate
Governance; Board and Audit Committee provide oversight on the adequacy and effectiveness
of our internal controls, including financial, operational, compliance and information
technology controls, and risk management systems |
| |
|
|
|
• |
Commissioned a structured stakeholder engagement exercise; Engaged the consumer
and investor stakeholder groups in Year 1 |
|
Embrace
responsible
business practices |
| • |
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 include a 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 Supplier Code of Conduct |
| |
|
| • |
Develop plans for the vendor audit scheduled to be held over the
next two years |
|
|
• |
Doubled Facebook fan base to >200,000 |
| |
|
|
|
• |
Launched Twitter Customer Care channel, allowing Singtel to have conversations with
customers and better respond to queries |
| |
|
|
| |
|
|
| |
|
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|
• |
Launched official Singtel YouTube channel; Achieved over two million video views in FY2013 |
| |
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|
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|
 |
• |
In progress for completion in FY2014 |
| |
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|
• |
We have included supplier’s response to our Supplier Code of Conduct in our evaluation of
procurement tenders |
| |
|
|
| |
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|
| |
|
|
|
• |
Implemented a Supplier Code of Conduct in September 2012; Publicly available on Singtel’s
corporate website |
| |
|
|
|
• |
Completed shortlisting of Tier 1 suppliers whom we will audit, based on the previous
sustainability survey results; In the process of designing the audit procedures and schedule |
|
Build customer
loyalty and
satisfaction |
|
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 |
|
|
Achieved. |
| |
| • |
Singtel's overall Customer Experience Index sustained at last year level amid increasing
customer expectations |
| |
|
| • |
We actively engaged customers via social media platform, acting on customer feedback on
a variety of issues, such as the acceleration of 3G enhancements and 4G network rollout.
We also brought in highly-anticipated iconic mobile devices at major consumer events to the
delight of customers, which has helped to improve our Net Promoter Scores (loyalty index) |
| |
|
| • |
Lean Six Sigma programme continued to grow with a strong community of over 2,300
practitioners to accelerate our business performance and competitive advantage |
| |
|
| • |
Key projects to streamline and improve end-to-end process and delight our customers, such
as accelerated deployment of LTE to support the launch of LTE capable handsets and superior
coverage |
| |
|
| • |
Singtel ESPRESSO, our enterprise social network, and Starfish Online, a mobile app, provided
the platform for management communication, employee collaboration and empowerment to
resolve customer issues |
| |
|
| • |
More than 1,200 Singtel Customer Experience Ambassadors recruited and trained as part of
our customer-centricity programme |
|
|
