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 |
| • |
Continue with Phase 2 of our 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 10 suppliers annually |
| • |
Introducing at least two sustainability KPIs as performance
metrics for the procurement decision makers |
|
| |
•
|
Maintain overall digital spend at 20% |
| • |
Introduce new services that lower dependence on retail outlets and promote customer
self-service |
| • |
Continue to use new media technology in an innovative format to educate users on
proper and responsible use of mobile technology |
| |
| |
| |
| |
| |
| |
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| • |
Vendor audit procedures and schedule to complete by September 2013 |
| • |
To formalise compliance with Singtel’s Supplier Code of Conduct as part of tender
evaluation consideration |
| • |
Conduct random verification of at least two of our top 10 vendors before 31 March 2014 |
|
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 continue to uplift our customer experience and be distinctive in the market by: |
•
•
• |
Enhancing current measurement and data analytics to better anticipate customer needs
and drive customer advocacy
Continuing the rollout of company-wide service leadership communications and training
programme
Entrenching customer-centricity mindset company-wide through ‘Huddling to Cuddling’ programme
and active application of service excellence tools |
|
