Sustainability Report 2018/19

Committed to Innovative and Exceptional Property Management Dedicated to our strong belief in putting customers first, SHKP anticipates homebuyers’ needs and aims to further enhance overall satisfaction through its property management subsidiaries – Hong Yip and Kai Shing. Premium-services offerings follow international property and facility management standards while health and safety, as well as data security, is ensured. Embracing wholeheartedly the era of digital property management, SHKP has introduced multiple innovative management programmes and measures for its commercial and residential projects. For instance, our first integrated shopping mall platform, SHKP Malls App, was launched in early 2018 to combine different features into one single platform across 26 major SHKP malls. This platform was further enhanced during the reporting year to include ‘The Point’, the largest integrated membership programme in Hong Kong, providing an exceptional digital shopping experience to customers. In addition, Hong Yip and Kai Shing have developed a variety of smartphone applications for our residents, such as ‘Live e-asy’ and ‘SoProp’, both offering such user-friendly features as smart card access, visitor registration, management-fee payment and facilities reservation. In recent years, the Group has also actively applied the Internet of Things (IoT) technology into its property management for more effective and real- time management of a wide range of building facilities and resources consumption patterns. In addition to the International Commerce Centre, the application of IoT has also been extended to shopping malls and residential buildings during the reporting period, including Tsuen Wan Plaza and the Ultima. The Group and its property subsidiaries continue to improve their service capabilities in line with international standards, including the following: Business Continuity: ISO 22301 • Kai Shing has in place an ISO 22301-certified Issues and Crisis Management System at ICC and conducted regular drills to reinforce fast response for business-disruption incidents. Business continuity procedures are formed for identifying high-priority risks. Customer Satisfaction and Complaints Handling: ISO 10002 • Property management subsidiaries operate ISO 10002-certified Complaints- Management Systems, adhering to the philosophy of ‘customers-first’. • We are committed to undertaking formal reviews of each complaint we receive and respond within an appropriate time frame. Health and Safety: OHSAS 18001 • The Group has OHSAS 18001-certified Health and Safety Management Systems in place that exceed regulatory requirements. • Health and safety are given top priority in our property management operations. Regular audits and reviews are carried out to monitor the effectiveness of the systems to help support our priority approach. Information Security: ISO 27001 • Hong Yip was the first property management company to earn the ISO 27001 certification, making them a true pioneer in delivering rock-solid information security services throughout the property and facility management industry. • Professional training is provided to employees who handle sensitive customer and company information. Service Quality: ISO 9001 • The Group benchmarks peer performance of their service management in order to identify best industry practices, which has helped us earn ISO 9001 certification for Quality Management Systems. • Clear guidelines and regular training are offered to employees to ensure that they master customer-handling skills effectively. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2018/19 24