Page 65 - Annual Report 2014
P. 65
sustainability report 2014
OUR STAKEHOLDERS
Ongoing engagement with the main stakeholders is an important aspect of our sustainability approach. We use stakeholder feedback to
assess, identify and prioritise the most significant economic, social and environmental impacts of our business. Stakeholder feedback also
helps us to determine the sustainability issues to be covered in our sustainability report. Our stakeholder engagement is summarised below.
customers employees suppliers
HOW WE ENGAGE: HOW WE ENGAGE: HOW WE ENGAGE:
Customer surveys, Twitter, Intranet, emails, internal newsletter publications, Quotations, Request For Proposal,
Facebook® pages, StarHub workshops, frequent company-sponsored sporting and tenders, regular meetings, email
Community online portal, social activities like games organised for staff, small group correspondence, teleconference.
advertisements, retail stores, online discussions, twice-yearly Staff Communication Sessions,
store, Customer Service outlets. twice-yearly video addresses by CEO, encouragement of STAKEHOLDERS’ EXPECTATIONS:
staff to interact more personally in and out of the office,
STAKEHOLDERS’ EXPECTATIONS: free fruits and early release on certain Fridays to spend Compliance with terms and
time with the family. Also through social media platforms conditions of prevailing purchasing
Customer surveys, Twitter, like dedicated pages on StarHub Community. policies and procedures, while
Facebook® pages, StarHub maintaining ethical standards;
Community online portal, STAKEHOLDERS’ EXPECTATIONS: appropriate costs; marketing
advertisements, retail stores, online support from suppliers.
store, Customer Service outlets. Caring, conducive environment where productivity and
self-development can take place, ease of employees’ HOW WE RESPOND:
HOW WE RESPOND: applications for leave, training, etc.
By establishing policies and
By having seamless, high-quality HOW WE RESPOND: practices that ensure a fair selection
coverage, rich content, affordability, and procurement process, ethical
data security, prompt level of service. By adopting sound HR policies and practices that promote business practices and respect for
fair treatment, safe working conditions, reward and contractual obligations.
PROGRESS DURING 2014: recognition for performance, teamwork and career growth,
e.g. we also promote work-life balance and a conducive work PROGRESS DURING 2014:
Commenced production on its environment for employees through provision of nursing
pioneer batch of nine Public Service rooms, a well-equipped gym and encouraging staff to take Implementation of Supplier
Broadcast (PSB) proposals under part in sporting activities such as marathons, bowling, futsal, Sustainability Assessment for 20
Media Development Authority’s as well as giving employees early release from work on the suppliers responsible for 21% of the
(MDA) PSB Contestable Funds last Friday of each quarter for them to spend meaningful total payout to suppliers in 2014.
Scheme; implemented the Net family time with their loved ones.
Promoter System (NPS) to better PLANS FOR 2015:
monitor customer satisfaction and PROGRESS DURING 2014:
loyalty; enhanced store design and To extend the assessment to mobile
introduced a streamlined sales and A Career Development Framework was rolled out as part handset suppliers and a few others
service delivery integration within of our talent engagement and retention efforts to help not in 2014's list.
the retail environment; greater employees manage and grow their careers in StarHub;
involvement of customers in social in conjunction with this Framework, internal Career Fairs,
outreach and sustainability efforts; Career Guidance workshops and Career Coaching are made
achieved Singapore Quality Class available to our employees and line managers; increased
Certification as part of the Business employee benefits.
Excellence initiative to continuously
improve the organisation for superior PLANS FOR 2015:
and sustainable performance.
To continue our Career Development efforts
PLANS FOR 2015: for employees by:
To roll out IPTV to residential • Introducing new Career Coaching Centre;
customers. This will allow customers
who do not have access to cable • Equipping line managers with skill sets to have an
TV to soon be able to enjoy the open discussion on employees’ strengths and gaps; and
rich offerings on StarHub TV; to
automate and provide more self- • Communicating clear and transparent career
help options so that customers can growth roadmaps.
transact online and also speed up
transactions at the shop front.
62 many lives of hubbing
