Capitals Material Issues What we do 2019 Value Created Manufactured • Occupational • CMT believes all employees can make a • An almost equal • Environmentally health & significant contribution based on their talent, proportion of sustainable, healthy, safety expertise and experience, regardless of males and females, safe and accessible • Supply chain ethnicity, age or gender. We adopt consistent, at a ratio of 44:55 quality buildings management equitable, and fair labour policies and practices • 64.0% of CMT’s • Innovative and • Employment in rewarding, as well as developing employees workforce was sustainable • Diversity • CapitaLand is a signatory to the UN Global aged between 30 construction • Human rights Compact. As part of CapitaLand, CMT has and 50 methods and implemented key efforts and programmes • About 65.3% of technologies in relation to the key UN Sustainable employees who Development Goals are manager Human • Provide a work environment that is safe and and above were • Health and safety contributes to the general well-being of its women • Job creation and employees • About 59.1% security • CMT values the occupational health and safety of senior • Learning and of our stakeholders who access our properties. management were development The stakeholders include employees, tenants, women • Benefits and contractors, suppliers and the communities • Over 22 training remuneration hours per employee. • Zero employee fatality or permanent disability • 100% of main contractors appointed for new development projects were both ISO 14001 and OHSAS 18001 SDG 3, 8, 10 certified Social and • Stakeholder • CMT is committed to activities that are aligned • All CMT’s Relationship engagement with its focus on community investment. We properties • Stakeholder relations • Products and engage our stakeholders, raising awareness in participated in the • Social licence to services the areas of philanthropy, environment, health WWF Earth Hour operate (include and safety initiative • Community customer • CHF donated development health and S$300,000 towards safety) six charities under President’s Challenge and S$3,450 towards Community Chest in support of Care SDG 1, 2 ,4 Corner Singapore ANNUAL REPORT 2019 77 SOCIAL AND RELATIONSHIP CAPITAL Stakeholders are those who are most directly impacted by, or most directly impact our operations. Our stakeholders Stakeholder Engagement comprise shoppers, tenants, investors, employees, Our stakeholders are key to CMT’s long-term success .The suppliers and communities. Manager and Property Managers engage stakeholders regularly to identify and review material issues which We seek to maintain effective communications with could have significant impact to CMT’s business and our stakeholders and build lasting partnerships through operations. The interactions yield valuable information multiple engagement channels outlined in the tables on that facilitate our ongoing efforts to improve the page 91 and 92. portfolio performance. Stakeholder Engagement SHOPPERS TENANTS INVESTORS Description Description Description To understand our shoppers’ To understand our tenants’ To create an informed needs and improve the appeal needs and concerns as well as perception of CMT, manage of our malls help drive shopper traffic to investors’ expectations and our malls promote a positive investment Engagement methods environment Engagement methods • Marketing and Engagement methods promotional events • Informal tenant gatherings • Loyalty programmes • Tenant shop openings • Annual general meetings • Online and mobile platforms • Biz+ Series events • SGXNet announcements • Social media • Joint promotions and • Annual reports, webcasts, results briefings to analysts • Shopper survey strategic partnerships and media • Focus group study • Green leases • Website updates • Value added initiatives • Roadshows, conferences Key topics by centralisation and leveraging technology and meetings • Omni-channel shopping • Tenant satisfaction survey • Tours of CMT’s properties • Experiential shopping • New retail concepts Key topics Key topics • Family-friendly facilities • Open new shops or malls • Business performance • Easy access to public • Learn from successful • Business expectations and transport companies strategies • Share knowledge and keep • Economic, social and abreast of market trends environmental concerns • Enhance operational efficiency ANNUAL REPORT 2019 91 SUSTAINABILITY MANAGEMENT Products and Services - Customer Health and Safety provides enhanced coordination and communication Customer health and safety is prioritised at our across our malls. The portal can be accessed by properties to ensure pleasant shopping experiences for multiple mall users for various operations-related our customers. We constantly innovate and improve our modules such as Vendor Assessment, Case Log, Tenant operations by leveraging technology and collaborating Survey, Operation Checklist, Vendor Work Management, with strategic partners. Incident Reporting and Pandemic Flu Checklist. The integrated online platform ensures that summary In 2019, we implemented a robotic cleaning solution reports and various standard operating procedures in four of our malls. Robotic cleaners are deployed and checklists can be streamlined, referenced and after mall operating hours with pre-mapped routes to extracted with ease. The annual Tenant Survey, for perform general floor cleaning. There is no disruption instance, tracks the satisfaction levels of tenants to shoppers and tenants and productivity improved with operating within the portfolio. It provides Property reduced reliance on manpower. We also embarked Managers valuable insights into areas where on Adroit, a 24/7 web based operations portal which improvements can be introduced. EMPLOYEES SUPPLIERS COMMUNITIES Description Description Description To develop a high performance To be a fair and reasonable To contribute to the work culture that embraces buyer of goods and services communities in which diversity and teamwork and share industry best practices we operate Engagement methods Engagement methods Engagement methods • Informal and formal staff • Term contractor / vendor • Employee volunteerism communications evaluation system • Collaboration with • Recreational and team • Standard operating CapitaLand Hope (CHF) building activities procedures, guidelines and Foundation to donate to • Employee house rules for compliance non-profit organisations engagement surveys • Share CapitaLand’s EHS • Management of ESG issues • Performance appraisals policy with suppliers • Corporate social • Training courses • Share CapitaLand Supply responsibility programmes Chain Code of Conduct with suppliers Key topics Key topics • Collaborate with suppliers • Communicate business to manage EHS challenges • Philanthropy strategies and developments • Environment • Reward and recognition Key topics • Training and development • Fair and reasonable • Employee wellness treatment • Ensure alignment with EHS objectives 92 CAPITALAND MALL TRUST Our Community chamber with sub-zero temperatures. Visitors were During the year, we collaborated with non-profit and encouraged to snap photos and post them on government organisations to promote healthy living, Instagram with the hashtags #PSSnowHouse and environmental sustainability and community causes #CapitaLandHopeFoundation, where S$5 will be through activities at our malls. donated for every hashtag used. Capitaland Hope Foundation, the philanthropic arm of CapitaLand, raised CapitaLand is a strong advocate of volunteerism and S$3,450 in support of Care Corner Singapore. was one of the first companies to formalise three days of Volunteer Service Leave (VSL) for its employees. SG Cares In recognition of our employee’s social contribution, ‘Celebrating Our Culture of Care’ by MediaCorp SG CapitaLand Hope Foundation (CHF), the philanthropic Cares was officially launched at JCube. The event served arm of CapitaLand, donates S$500 to an approved to build a stronger community while encouraging all who Institution of a Public Character in Singapore or live in Singapore to extend a helping hand to those in international non-profit organisation when the three days need. Shoppers engaged in fun craft activities, a special of VSL are utilised within the year. augmented reality experience and pledged their support towards building a more caring community through a Community Involvement mural made out of over 400 hand-painted sail boats. JWalkers To promote healthy lifestyle through mall-walking to residents and patients living in the west, J-Walkers, the first mall-walking activity in Singapore was launched in partnership with Ng Teng Fong General Hospital. Over 300 participants brisk walked along a 2 km route via the J-Walk elevated pedestrian network along Westgate and IMM Building. National Heritage Board Founders’ Memorial Showcase Arts in the City: We Love Singapore in Raffles City Singapore IMM Building hosted the launch of the Founder’s Memorial Exhibition by National Heritage Board in November, Arts in the City: We Love SINGApore before it travelled to various locations across Singapore. Raffles City Singapore, in collaboration with Singapore The Founders’ Memorial, which honours Singapore’s Kindness Movement, celebrated Singapore’s 54th pioneer leaders, is slated to open in 2027 in the Marina Birthday and commemorated the Singapore Bicentennial Bay area. The exhibition showcased 3D models of the with ‘Arts in the City: We Love SINGApore’. Fronted by proposed designs, and invited Singaporeans