Sustainability Report 2019/20

Excelling in Property Management Adhering to the philosophy of ‘customers-first’, SHKP strives to provide exceptional management services through its property management subsidiaries. In addition to providing premium services, the Group endeavours to ensure the health and safety of customers and keep customer data secure by following international standards in property and facility management. Pursuing digital innovation and continuous improvement, SHKP actively seeks opportunities to integrate digital solutions into the management programmes and measures at our properties. We draw on our integrated shopping mall platform SHKP Malls App and the customer-loyalty programme ‘The Point by SHKP’ to provide exceptional shopping experience to our customers. Members of ‘The Point by SHKP’ can enjoy the first Contactless Parking and Auto Payment Parking service under the largest network of its kind in Hong Kong for a seamless driving experience. To date, ‘The Point by SHKP’ has expanded to over 20 malls with memberships surpassing 800,000, creating an enhanced digital shopping experience with greater convenience. We are also introducing smart-living concepts through the use of mobile applications at a number of our residential properties. In our recent residential leasing brand – TOWNPLACE, we have developed a dedicated TOWNPLACE App for our residents. The one-stop exclusive App enables residents to experience hassle-free living through digital property management functionalities. In particular, it allows tenants to access the electronic door lock with smartphone authentication technology, get notifications when receiving mails by applying smart-sensor technology, as well as access to wireless charging. With just one-click away on the App, residents can control the home automation system, reserve facilities of Duo Social Space and access communal areas via QR code for greater convenience, which help create smart and sustainable living. The Group and its property subsidiaries are dedicated to improving their services to align with international standards, which include: Business Continuity: ISO 22301 • Kai Shing implements ISO 22301 Societal Security – Business Continuity Management Systems at International Commerce Centre. Regular drills are performed to ensure timely and effective incident response. Business continuity procedures were also established for identifying high-priority risks. Customer Satisfaction and Complaints Handling: ISO 10002 • Property management subsidiaries have ISO 10002-certified Complaints Handling Management Systems in place, embedding our belief of ‘customers-first’ into our operations. • We are committed to undertaking formal reviews for each complaint we receive and providing an efficient response. Health and Safety: OHSAS 18001 and ISO 45001 • The Group adopts OHSAS 18001 or ISO 45001-certified Health and Safety Management Systems that go beyond the statutory requirements. We conduct regular audits and reviews to ensure the effectiveness of the systems. Information Security: ISO 27001 • As the first property management company to obtain the ISO 27001 certification, Hong Yip plays a pioneering role in delivering information security services in 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 identifies best service management practices through performing peer benchmarking, allowing our property management and construction subsidiaries to earn ISO 9001 certification for Quality Management Systems. • Clear guidelines and regular training are provided to employees to enhance their customer-handling skills. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2019/20 24