MARKETPLACE AND CUSTOMERS
LOOKING AHEAD
Our targets for an enhanced customer experience are as follows:
Customer satisfaction
Lead in ‘Customer Experience’ in major customer satisfaction measurement tools and indices over tier one telcos in Singapore and Australia
Product and service quality
Invest in our networks to achieve targeted network quality standards
Innovation
Develop new revenue streams and lines of ICT and Digital businesses from new products, innovation, partnerships and capabilities
Our targets for ensuring responsible products and services in FY2016 are as follows:
Customer health and safety
Maintain 100% compliance with RF radiation levels and safety guidelines set by local regulators and ICNIRP
Customer data privacy and protection
Reinforce the importance of information security and data privacy policy and framework at all levels of the company, and ensure compliance in relevant areas of our supply chain
Fair marketing communications
Strengthen internal controls to ensure that we and our partners uphold the highest standards of professional values and integrity
We target to implement the new Sustainable Supply Chain Management framework to effect the following:
100% of new contracts to adopt the Singtel Group Supplier Code of Conduct
Suppliers comprising 75% of our total procurement expenditure will be assessed against key material topics
Assurance review of relevant offshore/outsource suppliers
In the coming year, we will update our Supplier Code of Conduct with a more comprehensive coverage of the material aspects and ensure that all key aspects of the UN Global Compact principles are covered. Singtel has been a signatory of the UN Global Compact since 2007, supporting its principles for human rights, environment and anti-corruption. All new supplier contracts going forward will adopt the new Singtel Group Supplier Code of Conduct.G4-15HR10
In the next two years, our focus will be on undertaking additional on-site reviews and assurance on customer data privacy and protection as well as workplace health and safety policies and practices at our offshore IT and contact centres. We will also ascertain other parts of our supply chain to concentrate on for the next phase, focusing on 75% of our total supplier expenditure and mapping out the associated risks. This is an extension of our effort in FY2015 when we completed reviews and audits of our major network contractors and vendors undertaking our infrastructure rollout in Australia and Singapore for compliance with workplace health and safety standards and policies.
We will conduct an Environmental Life Cycle Analysis in FY2016 (see Environment: Looking Ahead ) to better understand the material environmental aspects throughout our business. At the same time, we will update our supply chain actions with environmental considerations in the next phase.
We acknowledge that instilling higher standards in the supply chain is not an overnight process. Such standards take time to embed within our internal operations as well as those of our vendors. Hence, our philosophy is that our supply chain relationships around sustainability issues should be collaborative and not adversarial in nature, as we take steps towards achieving our goal.