Suppliers and Contractors Objectives • Develop good partnerships Key Concerns / Interests • Fair competition and compliance with procurement policy • Adherence to safety requirements Engagement Methods and Frequency • Environmental, Health and Safety (EHS) policy, contractor management guidelines, house rules and Standard Operating Procedures (SOPs) • Annual HOST21 awards • Feedback channels throughout the year CLAR’s Response • Price quality method evaluation criteria • Performance feedback • Supplier performance evaluation Tenants and Potential Customers Objectives • Deepen relationship through engagement and networking events and programmes Key Concerns / Interests • Property management and service-related gaps, a safe working environment, and customer experience Engagement Methods and Frequency • Tenant engagement surveys • Engagement programmes and activities • Monthly e-newsletter • Social media platforms, digital screens and CapitaStar@ Work application • Post-event feedback • Bi-annual email message from the CEO, CLI Commercial Management • Tenant appreciation event CLAR’s Response • Use data analytics to identify and rectify issues promptly • Train employees on issue resolution and provide recognition for good service • Active portfolio management and commitment to maintain / increase green building certification • Consider adoption of sustainability elements for events organised 21 The HOST (Hassle-free; Operational excellence; Serve with passion; and Trustworthy) framework was developed by CapitaLand to create a serviceoriented culture. The annual HOST awards aim to recognise service staff who have gone above and beyond the service excellence standards. Sustainability Report 2025 09
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