Sustainability Report 2021/22

Value Created for Customers Improving Convenience to Residents and Tenants Case Study – Going into an Era of Smart Management To maintain a competitive edge in our shopping malls and residential developments, we practise smart management that provides multifaceted and attentive services. Enhancing Customers’ Shopping Experience Since the launch of the Group’s largest shopping mall customer-loyalty programme, The Point by SHKP, in 2019, we have constantly offered new exclusive services to our customers. For example, via the app, customers have enjoyed a seamless driving experience with Hong Kong’s first and largest Contactless Parking and Auto Payment Parking service network. To date, membership of The Point by SHKP has surpassed nearly two million. This year, The Point by SHKP launched a new payment feature, called Point Dollar. Through this feature, members not only can earn points by registering their electronic payment records, but also convert their points to Point Dollars for spending. 25 of our shopping malls and more than 2,000 merchants accept Point Dollar, providing members with greater choices, convenience and pleasure at our shopping malls. We implemented 5G smart measures such as smart restrooms, smart baby-care and nursing rooms, and smart customer-care centres in our shopping malls. To further enhance customer experience, The Point by SHKP has been upgraded to provide real-time occupancy information for these facilities and services through 5G. Smart Restrooms and Smart Baby Care Rooms with 5G network and multiple sensors to indicate the availability of rooms and estimated queuing time in the display panel Robot team provides services for residents We actively explore opportunities to accelerate the digitalisation of our property management. In addition to the application of IoT in properties, mobile apps for residential developments offer a smart-living experience with functions, including smart-card access, visitor registration, management fee payment, facilities reservation, mail notification and remote control of smart home systems. New additions of robots to our current team will bring various quality services to the next level, covering services not limited to concierge, delivery, catering, security patrol and disinfection. Being able to connect to the cloud system, our robot team is designed to be prime and all-round. Application at Residential Properties We use technology proactively at our leasing brands Signature Homes and TOWNPLACE as examples. Signature Homes uses cloud technology for booking flat visits, residential leasing management and tenant services. Virtual tours allow guests to experience show flats remotely and to access comprehensive information. A newly launched smart system for every unit – using unique QR codes – enables users to contact our Tenant Services team directly. Comments and ratings on home-repair services and inquiries can be logged in the cloud, helping Signature Homes optimize efficiency and quality. TOWNPLACE has also developed a 360-degree online virtual tour for show flats. Alongside smart hardware, we take care of residents’ well-being by building a TOWNPLACE community with an exclusive mobile app. Tenants – or ‘TOWNERs’ – connect with each other via online activities such as yoga and fitness. 31 Sun Hung Kai Properties Limited • Sustainability Report 2021/22