Hubbing at Your Service STARHUB LTD Annual Report 2016 Hi, WE ARE Hubbers :) HERE 24/7! How can I help you? StarHub Ltd Annual Report 2016 1 What’s Inside As an integrated Overview Hubbing Corporate Profile Overview at Your info-communications company, we can create Key Figures 02 Service StarHub is Singapore’s The Group Today 03 fully-integrated value when we integrate our relationships with 5-Year Financial Highlights 04 In an increasingly competitive landscape, info-communications company, offering all stakeholders. StarHub remains committed to investing For more details, go to Strategy in service innovation and excellence. a full range page 20 Strategy By enhancing customer service initiatives of information, Chairman’s Message 14 across multiple touch points, including communications Enhancing the Customer Experience 18 digital, homes, offices and in-store, we and entertainment Value Creation 20 Board of Directors 22 continue to strengthen our value proposition services for both In Discussion with StarHub’s Management 28 through a seamless customer experience. consumer and Performance corporate markets. Senior Management’s Profile 36 Our ability to excel in service is a competitive advantage for our business and differentiates Vision our brand. It helps us attract and retain customers from all market segments and also To be Singapore’s Governance serves to engage and motivate our people. first choice From our customers, our employees, our for information, business partners to our investors, StarHub communications remains dedicated to serving your needs. and entertainment Mobility Entertainment & SmartLife Enterprise Fixed services. Singapore’s mobile penetration Technology has brought Serving the enterprise rate remains high and the opportunities for StarHub customer involves investments in popularity of smart devices to deliver more seamless infrastructure, building trust and a Sustainability continues to drive mobile data experiences to our customers. focus on the customer’s business. Mission usage upwards. For more details, go to For more details, go to For more details, go to page 44 page 50 To provide every page 40 person, home and business in Singapore Financials with world-class Performance Financials Others Hubbing in Review Financial Statements 2016 129 Interested Person multimedia services Transactions 203 and content. – Mobility 40 Directors’ Statement 130 – Entertainment & SmartLife 44 Independent Auditors’ Report 140 Shareholding Information 204 – Enterprise Fixed 50 Statements of Notice of Annual Financial Position 147 General Meeting 206 Core Values Income Statement 148 Corporate Information 210 ExCITe: Governance Statement of Proxy Form Excellence, Corporate Governance 54 Comprehensive Income 149 Directors’ Particulars 77 Statements of Creativity, Changes in Equity 150 Awards and Industry Honours 79 Integrity, Consolidated Cash Flow Investor Relations 80 Teamwork. Statement 154 Risk Management 82 Notes to the View our Sustainability Financial Statements 155 Report Online Sustainability Report 86 Group Financial Review 124 2016 Annual Report Go green and help reduce carbon footprints. Download via our StarHub Annual Report app. Or visit www.starhub.com/ir 2 Hubbing at Your Service StarHub Ltd Annual Report 2016 3 Key Figures The Group Today The Group’s total revenue of $2.40 billion was 1.9% lower Mobile Overview Dividend Cumulative Total Market Capitalisation YoY, attributed to lower revenues from sales of equipment FY2016 Shareholders’ Return 2016 Since FY2005 and services. Service revenue was 0.3% lower YoY. Broadband -2.0% YoY 2016 revenue recorded the highest revenue growth YoY at 8.2%. tiered plan $1.21b mix From 2013’s $1.24b CAGR: Tiered 68% +122% +108% Mobile Pay TV Broadband -0.8% Non-tiered 32% 20¢ 394% $4.9b 51% 16% 9% An increase from An increase from FY2005 of 9c 2004 of $2.3b Total Pay TV Revenue Enterprise Sales of Fixed Equipment -3.4% YoY 2016 channel 17% 8% $378m mix * % may not add up due to rounding. From 2013’s $386m CAGR: HD 57% -0.7% SD 43% StarHub Share Price Performance Against STI Index From 2006 – 2016 STI StarHub (Points) ($) Broadband STI STI 2,986 2,881 +8.2% YoY 4,000 5 2016 high speed $217m plan mix From 2013’s $242m 4 3,000 CAGR: > 100Mbps 93% -3.6% < 100Mbps 7% 3 2,000 Enterprise Fixed 2 +3.9% YoY 2016 revenue 1,000 StarHub StarHub mix 2.63 2.81 1 $400m From 2013’s $368m CAGR: Data & Internet 87% 0 0 2.8% Voice 13% Dec 2006 Dec 2016 4 Hubbing at Your Service StarHub Ltd Annual Report 2016 5 5-Year Financial Highlights Revenue Earnings EBITDA Margin Overview Per Share (EPS) on Service Revenue -1.9% YoY -8.2% YoY -1.0% pts YoY $2,397m 19.7¢ 31% Revenue Total revenue was $47.6 million or Diluted EPS is calculated by dividing EBITDA amounted to $690.1 million or $m 1.9% lower YoY, attributed to lower the Group’s profit attributable to 31.2% of service revenue for FY2016. revenues from sales of equipment equity holders by the weighted 1,234 1,243 1,248 1,240 1,215 and services. average number of ordinary shares*. Mobile 2.31m $m cents % Customers 2012 2,434 2012 21.4 2012 33 2012 2013 2014 2015 2016 2013 2,370 2013 22.0 2013 33 2014 2,387 2014 21.4 2014 34 Revenue $m 2015 2,444 2015 21.4 2015 32 396 386 390 391 378 Pay TV 498k 2016 2,397 2016 19.7 2016 31 Households * Excluding treasury shares. 2012 2013 2014 2015 2016 Hubbing Households Revenue $m Single Service Household Double Service Household Triple Service Household 251 242 202 200 217 +3.2% YoY -3.2% YoY -4.1% YoY Broadband 473k +10,000 -7,000 -10,000 Customers ‘000 ‘000 ‘000 2012 2013 2014 2015 2016 2012 337 2012 232 2012 214 2013 327 2013 219 2013 227 Revenue $m 2014 313 2014 219 2014 242 Enterprise 358 368 378 385 400 2015 312 2015 217 2015 245 $400m Fixed Revenue 2016 322 2016 210 2016 235 2012 2013 2014 2015 2016 6 Hubbing at Your Service StarHub Ltd Annual Report 2016 7 We have a system that does both sales and service. Now sales interactions can be executed anywhere on the shop floor using tablet apps. Chai Juan Wei Senior Consultant From INSPIRING To INVOLVING We have empowered our retail staff to provide personalised offerings to our customers. With tools that combine service delivery and sales into one seamless system, when any customer walks into a store, we can understand their needs better and faster. Moving closer to our customers through tablet devices helps our people interact directly and increases productivity at the same time. AT YOUR SERVICE. Over 270hrs Over of Training Our retail staff are equipped with more than product knowledge, they are 35 also trained to ensure end-to-end seamless Retail Outlets fulfillment capabilities. 8 Hubbing at Your Service StarHub Ltd Annual Report 2016 9 We have an e-Butler tool that fetches relevant information from various sources to enable us to resolve customers’ concerns promptly during the call. Jen Hong Process and Communications Executive From INVOLVING To ENGAGING Engaging our customers means understanding both their individual needs and their needs as a household. This enables us to offer rewards to other members in their family. While we continue to enhance our hotline services, we are also working towards every StarHub employee being involved and being responsive in engaging our customers. AT YOUR CONVENIENCE. Over Call Centre handles over 520 Customer Service Staff Our call centres are equipped with more 11,000 than just technical knowledge, they have calls everyday specialised tools to address customers’ concerns promptly. 10 Hubbing at Your Service StarHub Ltd Annual Report 2016 11 We aim to evolve along with our customers’ lifestyle needs and offer relevant services. Elias Khan Senior Analyst From ENGAGING To SECURING Today, our stores have a Hub Trooper consultation corner and you can find our Hub Troopers in homes all over the nation. This enables us to understand some of the issues our customers face when, for instance, moving from their previous home to their new fibre-connected home. We are able to anticipate these kinds of issues and secure the trust and loyalty of our customers. DELIGHTING YOU. Over Seamless Engagements Our Hub Troopers are equipped with tablets 225 which remove manual work orders for fulfillment. Post visits, Hub Troopers work orders are closed in real-time so that on the move staff at other touch points have visibility. 12 Hubbing at Your Service StarHub Ltd Annual Report 2016 13 We are committed to leveraging our scale to derive greater synergies and serve our customers better. From Nicolas Bureau eCommerce & Online Lead SECURING To DELIGHTING The StarHub Business Partners community is an extended sales force to provide better reach to our customers, including the micro businesses in the heartlands. With more than 140 business partners, we are able to leverage on the wide network to listen to customers’ feedback and serve them better. AN EYE FOR DETAIL. Improved Over Net Promoter Score Combining our partners’ diversified skills and our wide 140 range of offerings, we provide a complete set of Business Partners info-communications technology solutions. 14 Hubbing at Your Service StarHub Ltd Annual Report 2016 15 Chairman’s Message We are undergoing We will stay focused on delivering reliable services, ensuring our own digital competitive levels of network performance, and offering good value. transformation Dear Shareholders, Sustainability Reporting which will enable Operating Revenue us to offer a wider StarHub celebrated its 16th anniversary Under proposed changes to SGX listing range of services in 2016. Our 16-year journey has been rules, companies are moving from voluntarily $2.40b sometimes very challenging, but always reporting their sustainability performance, Strategy with improved exciting.