Figure 11: Aggregated Water Consumption and Intensity
in Singapore
China
Beijing recorded a steady decrease in the water consumption
and intensity of usage over a three-year period from FY12/13 to
FY14/15. This was mainly attributed to the installation of motion
sensors on water taps. In contrast, the water consumption and
intensity of usage increased in Shanghai, which was consistent
with the growth in occupancy rate over the same period.
Figure 12: Aggregate Water Consumption and Intensity
in China
TENANTS, PEOPLE AND COMMUNITY
Tenant Satisfaction
High quality standards of building management and operations
often translate to tenant satisfaction and retention. In
FY14/15, the Property Manager and the Customer Relationship
management team embarked on the 3-year Ascendas Group-
wide Integrated Real Estate Management System (“iREMS”)
project. The iREMS is an IT platform incorporating systems
and processes supporting lease management, facilities
management, asset management, property services and
customer relationship management. In addition to back-office
integration and improvements to operational efficiency and
productivity, several job scopes were redefined, including
creating a roving technician team to improve response rate to
tenant feedback.
A key driver of building management performance is the delivery
of services to fulfil tenant expectations. In one-north and the
Science Parks, a pilot project was implemented to understand
brand perceptions and challenges in service delivery, through a
focus group session with selected tenants from a wide spread
of businesses. If successful, the project would be rolled out to
other business parks in the following years. Recognising that
exceptional service delivery comes from an embedded service
culture, the Customer Relationship management team has
also launched the Service Culture project, which sets new
service standards, creates guides on positive or recommended
behaviours, and builds the capabilities of employees to
understand and respond to tenant needs through the Service
DNA training programme.
To better serve the needs of A-REIT’s tenants, the Property
Manager also plans for asset enhancements to the properties
from time to time. For example, in FY14/15, the toilet and
lift lobbies in several properties underwent a major upgrading
and modernisation programme. The Property Manager
also embarked on a campaign to improve the facades of
several properties by repainting them in corporate colours to
strengthen corporate branding. More details are available on
page 31.
Water Consumption (in Thousands m
3
)
Water Intensity (m
3
/m
2
)
1,400
0.65
1,200
1,000
0.60
800
0.55
0
0.40
400
200
0.45
600
0.50
FY13/14
FY12/13
FY14/15
IDAR Properties
Logistics & Distribution Centres
High-Specifications Industrial Properties
Light Industrial Properties & Flatted Factories
Business & Science Park Properties
Overall Water Intensity
30%
38%
37%
18%
15%
14%
37%
32%
30%
15%
1,084
1,161
1,240
0.62
0.62
0.54
15%
16%
3%
Water Consumption (in thousands m
3
)
Water Intensity (m
3
/m
2
)
45
40
1.4
1.2
1.0
35
0.8
30
0.6
0
0.0
5
0.2
25
20
15
10
0.4
FY13/14
FY12/13
FY14/15
Water Consumption in Beijing
Water Consumption in Shanghai
Water Intensity in Beijing
Water Intensity in Shanghai
40.2
34.8
8.0
31.9
12.4
1.3
1.1
1.0
0.07
0.11
84 85
