Sustainability Report 2020/21

Case Study – Leveraging Technologies to Get Through the Pandemic and Enhance Customer Experience We joined hands with our subsidiary SmarTone, transforming shopping malls with 5G technology to provide brand-new shopping experiences. The first 5G robot, MOKO BUDDY, has been launched at MOKO. Its smart route-planning guides customers to designated stores and facilities, while anti-pandemic, environmental and promotional information is displayed on-screen. The robot monitors security, provides delivery services to shopping mall tenants and detects obstacles, slippery floors and other environmental factors in real time, helping staff to provide timely assistance to customers. Meanwhile, we have introduced smart restrooms at our shopping malls. Using the high-speed 5G network and multiple sensors, display screens provide customers with real-time information on estimated waiting times and usage conditions. This diverts them to less busy restrooms and hence reduces queues. The smart restrooms are also equipped with sensors that measure air quality, including temperature, humidity and PM 2.5 , etc. Data is analyzed on our 5G cloud management platform. In addition, restroom supplies sensors ensure timely replenishment. Smart restrooms were also introduced in our office buildings. All restrooms of ICC have 5G sensors to detect water leakage. Thanks to instant notifications from smart sensors, the management team can take immediate action and minimize the impact on tenants and facilities. • Tsuen Wan Plaza’s robot ambassador serves customers • 5G Smart Restrooms are equipped with sensors to monitor indoor air quality Valuing Customers’ Feedback Staff engagement is vital for the provision of products and services that exceed customers’ expectations. Internal awards express our appreciation of their contributions. We also encourage staff to take part in external awards to gain industry recognition for their work. Quality-Raising Suggestion Scheme This was the 27 th year of our scheme to encourage staff’s innovative suggestions for promoting efficiency and enhancing service quality. The Quality Raising Gold Award went to two projects, MIC Prefabricated MEP Modular Construction and Trustful Intelligence Platform. MIC Prefabricated MEP Modular Construction, developed by the Teamfield Building Contractors Ltd. and Everlight E&M Engineering Company Ltd., is using the prefabricated mechanical and electrical and plumbing (MEP) modular technique. With the use of BIM, MEP pipes and their supporting frame were assembled offsite. The modules were then delivered to site and installed concurrently with superstructure construction by tower crane. This will provide significant benefits to the project in terms of productivity, quality and safety. Trustful Intelligence Platform, developed by Trustful Engineering & Construction Co. Ltd., is a smart platform with connection to all related parties for project monitoring, approval procedure and project document storage. Best Handover Quality Award The handover of a property is an important step: it gives customers a first impression of our product and service quality. As such, the Best Handover Quality Award was established to recognize the teams with outstanding performance in this important stage. This year, St Martin earned the award for offering the finest building quality, service quality and team spirit to new owners. Service Talent Award The Hong Kong Retail Management Association’s Service Talent Award (previously known as Service & Courtesy Award) is the ‘Oscar’ of the retail sector. This year, our SHKP customer care ambassadors were lauded for their excellent service and Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2020/21 31