Sustainability Report 2023/24

Digitalizing Management and Customers’ Experience Innovation enables us to seize opportunities. We use smart technology to provide exceptional service and enhance customer experiences at our malls and residential developments. Enhancing Residents’ and Tenants’ Convenience Digitalization and technologies, including IoT and mobile apps, make our property management services more convenient for residents. Apps, such as Live e-asy by Kai Shing, SoProp and SoProp Premium by Hong Yip, offer virtual keys, smart-card access, visitor registration, management fee payments, facility reservations and remote control of smart home systems. SoProp allows residents to book clubhouse facilities Instant Point Earn service EV Super Charging service Mobile apps for specific residential projects, including Wetland Seasons Bay and Wetland Seasons Park, enhance residents’ experiences: • Our self-developed Smart Community app offers contactless control of doors and lifts. The VisitorGo function enables residents to generate one-time QR codes for visitors, which reduces concierge registration time and enhances the security of the estates • In Wetland Seasons Park, a household repair service allows residents to book on-site technicians at a lower fee via SoProp Premium Wetland Seasons Park residents can book repairs via SoProp Premium Tailored for SHKP shopping malls, The Point by SHKP is our largest integrated loyalty programme. With a membership base exceeding 2.5 million, it offers exclusive shopping services to our customers. The Point team continuously strives to enhance The Point mobile app, creating a streamlined experience for mall visitors. Marking the 5th anniversary of The Point by SHKP, we launched Instant Point Earn in 2023. This innovative service allows members to earn points instantly by scanning a member QR code without uploading receipts onto The Point app manually. This service is currently available at 25 malls and more than 1,500 stores, including restaurants, jewellery chains and other shops. Enhancing Customers’ Experience To commit SHKP’s sustainable development and fully support the goal of carbon neutrality for the country and for Hong Kong, The Point has launched EV Super Charging service exclusively for The Point members at SHKP malls since 2023. The service is available at 18 SHKP malls in Hong Kong this year. Via The Point app, members can enjoy up to 60kW super-fast charging using bonus points or bound credit cards. As at June 2024, the accumulated charging time by The Points members has exceeded over seven million minutes. To enhance service quality and hygiene, multifunctional smart robots perform extra cleaning and disinfection at our malls. Nanotechnology disinfects escalators and lifts, while touch-free devices and 5G smart utilities elevate customers’ experience. At Royal Plaza Hotel, artificial intelligence (AI) robots expedite check-in and check-out, enhancing our efficiency while reducing waiting times. Sun Hung Kai Properties Limited | Sustainability Report 2023/24 < 60 > Our Reporting Approach Message from the Sustainability Steering Committee Our Business Our Approach to Sustainability Value Created for the Environment Value Created for People Value Created for Customers Value Created for Supply Chain Value Created for Community Appendices