Key Areas of Focus
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FY2014 Targets |
FY2014 Performance |
| Innovate for sustainable business growth |
| • |
At least 2 new e-services introduced for Singtel customers to access via their mobile phone/PC/tablet |
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 |
• |
Achieved – e.g. mRemit and mCash |
|
| 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 |
| • |
Continue with Year 2 of our formal stakeholder engagement exercise to better understand material sustainability issues for Singtel |
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|
• |
Actively participated in public policy advocacy through submissions and representations covering a range of telecommunication and broadcasting issues
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|
• |
Continued to be recognised by the industry for our efforts in upholding high standards and received numerous awards during the year
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|
• |
Achieved – click here for details on the exercise |
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| Embrace responsible business practices |
| • |
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 |
| • |
Vendor audit procedures and schedule to be completed 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 2 of our top 10 vendors before 31 March 2014 |
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|
• |
21% of our total advertising expenditure spent on digital media platform |
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• |
Achieved – e.g. self-help videos and kiosks |
 |
• |
In progress – target to launch in Q2 FY2015 |
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• |
Achieved – audit procedures and schedules were completed |
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• |
Achieved – Code of Conduct has been implemented in tender process for Procurement and Property |
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• |
In progress – target for completion in Q2 FY2015 |
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Build customer
loyalty and
satisfaction |
| • |
Enhancing current measurement and data analytics to better anticipate customer needs and to drive customer advocacy |
| • |
Continuing the rollout of a company-wide service leadership communications and training programme |
| • |
Entrenching customer-centricity mindset company-wide through programmes and active application of service excellence tools |
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|
• |
Achieved – Singtel was ranked Number 1 in the Q1 2013 Customer Satisfaction Index of Singapore (CSISG) survey |
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• |
Achieved – click here |
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• |
Achieved – click here |
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