Connecting consumers to a digital future - Singtel
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Group Consumer Connecting consumers to a digital future As consumers’ lives become more digital, we’ll bring them the convenience they need, connecting them to everything they love just as they’d want it. With our unparalleled network experience and digital services, access to mobile financial services and rich entertainment content, smart living will be even faster and easier. We’re investing in new technologies and innovations to open up a world of digital possibilities, enriching their experiences, and connecting them to a digital future. 29
Singapore Telecommunications Limited | Annual Report 2019 30
Group Consumer
Singapore
As Singapore’s fastest and widest network provider, delivering a great customer
experience is our number one priority. We are committed to going beyond
coverage and connectivity to deepen our relationship with customers. Besides
the latest devices and a wide range of plans, we also offer a host of innovative
digital and lifestyle products and services that enhance their lives.
Engaging A digital customer experience
content More customers are engaging with us
through our digital channels with
Singtel TV subscribers
watched a total of 1.1m
179,000
managing services through
My Singtel app and
hours of television
a month. 26%
of sales transactions carried out online.
Source: SG-TAM
CATERING TO CUSTOMERS’ popular shows such as Game of with the first Singapore-Australia 5G
DIGITAL LIFESTYLE NEEDS Thrones. augmented reality video call, made
To enrich our customers’ digital to our Optus colleagues in Sydney,
lifestyles, we developed exciting EXTENDING NETWORK LEADERSHIP Australia.
new products and services to On the network front, we continue to
meet their diverse needs. Our all- deliver on our commitment to provide DOUBLING DOWN ON CONTENT AT
digital mobile plan, GOMO caters superior connectivity and coverage. HOME AND ON-THE-GO
to millennials and digital natives For a record 17 consecutive quarters, Quality content is an important
who need huge data allowances we topped IMDA’s 4G quality of part of our customer engagement
and fuss-free terms which allow service chart with a 99.9% outdoor strategy. We continue to enhance our
them to sign up for and manage coverage score. Singtel TV and Singtel CAST offerings
their plans online. We now offer an to connect customers to premium
Amazon Prime membership that We are paving the way to 5G by content at great value and on their
comes with 2-hour delivery times launching Singapore’s first 5G pilot preferred platforms. During the
for groceries and entertainment network and first live 5G facility year, Singtel TV launched e-Le, our
content perks. We also refreshed in collaboration with Ericsson and second in-house Asian entertainment
our XO plans with an expanded Singapore Polytechnic. Called 5G channel, extended our Premier League
line-up, bundled with 24 months Garage, the facility allows companies rights and added Discovery lifestyle
of premium HBO GO content on to ideate and test 5G use cases. channels, as well as the full-suite of
us, so customers can watch hugely We also created network history HBO channels. We now offer Premier
31
OVERVIEW
League matches to everyone in We know many of our customers are increasingly turning to our self-help
BUSINESS REVIEWS
Singapore, with the contract-free gamers who count on us for reliable platforms such as our 24/7 self-
Sports Plus pack on Singtel CAST. and secure broadband connectivity. serve kiosks and My Singtel app
In 2018, we added an ultrafast for on-demand assistance. More
POWERING UP OUR HOME broadband service with a dedicated than 65% have opted to complete
SERVICES 1Gbps bandwidth specially designed transactions on these channels.
Singapore’s Open Electricity for gaming. We will continue harnessing
Market initiative marked a new technologies such as AI, to provide
chapter for us. We launched Singtel TRANSFORMING THE CUSTOMER customers with top-notch service
Power to offer electricity plans to SERVICE EXPERIENCE innovations that add value and
our customers for the first time, We are choosing to engage our convenience to their lives.
GOVERNANCE AND SUSTAINABILITY
partnering Geneco to deliver savings customers in new ways, strengthening
to residential households. With the our digitalisation efforts across key
addition of Singtel Power, we are touchpoints – at our Singtel shops,
excited to be a convenient one-stop online shop, hotline, web chat and
shop for our customers’ power and My Singtel app. In addition to making
communications needs. purchases online, customers are
PERFORMANCE
FINANCIALS
ADDITIONAL INFORMATION
Singtel Consumer Singapore CEO Yuen Kuan Moon with Jonathan Spink, CEO, HBO Asia mark our collaboration in the presence of iconic Game of Thrones
characters, the ‘Night King’ and his ‘White Walkers’.
Singapore Telecommunications Limited | Annual Report 2019 32
Group Consumer
Australia
Optus is going further to connect customers with exceptional service, network and
value. These three areas underpin our vision to become a world class digital service
provider and stay ahead of the game.
Leading the Mobile network
way in 5G leadership
Launched Australia’s We have invested
1st
commercial 5G service.
A$5.9b
since 2015 to improve our
networks.
On our way to deliver
1,200 Our 4G network reaches
2020
5G sites by
97.3%
of the population.
LEADING IN 5G TECHNOLOGY 5G sites by March 2020, more Optus Since 2015, Optus has invested A$5.9
In January 2019, Singtel, Optus and customers will soon be enjoying the billion to improve our network reach,
Ericsson successfully made a 5G 5G experience. capacity and quality. Our 4G service
video call between Singapore and now covers 97.3% of the Australian
Australia which used augmented Fixed wireless access is the first population and we will continue to
reality - a worldwide first. This proved usable application for 5G. As 5G improve our network in the areas
our 5G agility and was a key step in infrastructure rolls out, mobile, IoT where Australians live, work and play.
our commitment to lead 5G delivery and applications yet to be invented
in Australia. We also revealed the first will leverage our next-generation In regional Australia, we reinforced
details of our game-changing Optus network and provide Optus customers our commitment to a strong
5G Home Broadband service in the with even more amazing experiences. nationwide network with our
Australian Capital Territory and in executive team striking out on visits
the process, became the first carrier PROVIDING PREMIUM NETWORK across the nation, including Hobart
in Australia to offer customers a 5G COVERAGE and Launceston in Tasmania and
fixed wireless access service. Optus continues to deliver premium Adelaide and the Barossa Valley in
network coverage and connectivity Southern Australia. The executive
With our comprehensive spectrum that customers need, where they team spoke with customers, local
assets and robust plan to deliver 1,200 need it, at a competitive price. businesses and community groups,
33
OVERVIEW
and unveiled investment in the live and on-demand content, along CREATING THE OPTUS OF
BUSINESS REVIEWS
areas visited. The independent with expert analysis and highlights. THE FUTURE
and respected P3 Connect Mobile With our business transformation now
Benchmark for 2018 ranked Optus as Optus has doubled down on football in full swing, we are embracing new
number one across voice and data for content, extending its Premier League technology and looking to efficiencies
smaller towns and roads – rights and adding UEFA Champions through digitalisation, advanced
a recognition of the strength of our League, UEFA Europa League and analytics and AI as we evolve
network. UEFA Nations League to Optus Sport. into a more innovative and agile
organisation.
Along with this strong, growing Along with this, National Geographic’s
nationwide network, Optus offers enhanced, new-look app, in We are making sure our customers
GOVERNANCE AND SUSTAINABILITY
Australians choice, value, and partnership with Optus, provides see the benefits too. We know more
competitive pricing. users with a personalised content and more customers wish to make
experience that offers live streaming changes and solve issues digitally, so
DELIGHTING CUSTOMERS channels, an immense photo library, we continue to provide more digital
WITH CONTENT digital articles, National Geographic options for them to do so, including
We also know many of our customers magazine archives and more than in-app features for My Optus app
value content, and our content 3,000 captivating short-form videos such as activation, and improved
offerings are delighting customers. As and documentaries, including messaging and engagement.
the home of elite European football, new content produced with Optus
Optus Sport provides customers with exclusively for the app.
PERFORMANCE
FINANCIALS
ADDITIONAL INFORMATION
Singapore Telecommunications Limited | Annual Report 2019 34
Group Consumer
The CEO Conversation
Connecting customers to
a digital future
Increasingly connected digital lifestyles have dramatically changed what
customers expect of telcos. Consumer Singapore CEO Yuen Kuan Moon and
Optus CEO Allen Lew share how Singtel and Optus are evolving to better serve the
digital consumer and stay competitive.
As the Singapore and Australia experiences. Sustained mobile can expect us to go bigger on
markets get more crowded, how network investment emphasises digital and lifestyle services and
are Singtel and Optus staying our network leadership claims be the one-stop shop for all their
ahead of the competition? particularly with the introduction of communications and lifestyle needs.
Optus 5G Home Broadband – the
Moon: We are upping the ante to first service of its kind in Australia. Allen: The telecommunications
create more value for our customers. Our exclusive content is a key industry has undergone significant
From connectivity to content, we differentiator. Our customers can’t disruption and the landscape we face
are creating a range of services get enough of Optus Sport and our today is very different from before.
and products that give our different expanded global content offering Our world is increasingly reliant on
customer segments what they need with National Geographic. mobile devices and network access.
at best value rates. One example is Mobile devices are often the first
our XO mobile plans bundled with up Our focus areas of exceptional value, thing we look at in the morning and
to 24 months of HBO GO which gives exceptional network and exceptional the last thing before we go to bed
customers the services they need customer service are also resonating – and in between, they allow us to
with the content they want. with our customers. communicate, share and stream with
our family, friends and co-workers.
As technology evolves, the Singtel What is the focus of your strategy? With increased dependency on our
customer experience is being services, customers’ expectations are
transformed radically. We have Moon: We are focused on higher than ever and we’re going
ramped up digitalisation, making it accelerating the next phase of further to deliver against them across
faster and easier for customers to our transformation, to go beyond all parts of our business.
engage with us. 26% of our customers our core carriage foundations to
now make purchases online and deliver the best customer experience What services are important to the
about 65% engage with us through possible, whether it’s online or in- digital consumer and how are you
digital self-help channels. person. Our customers tell us they differentiating yourselves in these
want more content, convenience areas?
Allen: Optus continues to and digital engagement, with
differentiate through our premium none of the fuss. This presents a Moon: Exclusive and differentiated
national network, exceptional value great opportunity to deepen our content is what sets us apart and
offers and game-changing customer relationship with them. Customers customers are thrilled with our
35
OVERVIEW
BUSINESS REVIEWS
GOVERNANCE AND SUSTAINABILITY
We are focused on accelerating With increased dependency on our
the next phase of our services, customers’ expectations
transformation, to go beyond are higher than ever and we’re
our core carriage foundations going further to deliver against
to deliver the best customer them across all parts of our
experience possible. business.
Yuen Kuan Moon Allen Lew
CEO, Consumer Singapore CEO, Optus
PERFORMANCE
Singtel TV and Singtel CAST offerings they want it. For example, with exploring potential 5G use cases,
of Premier League football, Discovery sports being such a huge pastime building an ecosystem and preparing
lifestyle channels and ethnic content in Australia, I’m proud that Optus is our core infrastructure for when
on in-house channels Jia Le and e-Le. broadcasting all 52 matches of the spectrum is allocated and standards
On average, each household watches 2019 FIFA Women’s World Cup which are finalised.
more than 100 hours of content a commences in June and cements
month across multiple platforms our reputation as the premium Allen: 5G is here, and it’s a game
so content is a key priority and we broadcaster of elite football in changer. It presents significant
FINANCIALS
will continue to invest in boosting Australia. consumer and enterprise
our line-up. In addition, customers opportunities, and as a provider of
can expect more personalisation, As we enter a 5G era, what can 5G services, I see a major role for
such as real-time recommendations customers expect from you in this Optus in the digitalisation of the
on products and services relevant area? economy and the economic benefits
to their needs, and smarter, on- that will result from it.
demand, digital customer service. Moon: We are seeing 5G deployed
as fixed wireless access solutions We have launched our 5G Home
Allen: Globally, there’s a significant in large countries to enable high- Broadband plans and set a robust
ADDITIONAL INFORMATION
shift in viewing behaviour and speed internet. In Singapore, it’s rollout plan to deliver 1,200 5G
video consumption. Optus has long a different story. With residential sites by March 2020. Soon, Optus
recognised that content is king in a fixed broadband penetration customers across Australia will be
digital world and we are investing rates at almost 94%, consumers enjoying the 5G experience.
to bring premium content to our already enjoy one of the world’s
customers where they are, whenever fastest connections. We are actively
Singapore Telecommunications Limited | Annual Report 2019 36
Group Consumer
Regional Associates
As consumers in the emerging markets grow increasingly reliant on their phones
for access to essential services, our regional associates have seen the demand for
data and digital services increase dramatically. This has spurred the Singtel Group
to build a regional ecosystem of digital services to serve the some 690 million mobile
customers across our regional footprint.
Asia’s first cross-border Game on
mobile payment alliance Our inaugural PVP
Esports Championship
attracted over
18,000
VIA connects and will soon
more than add some
6m
mobile wallet
14m gamers from around
the region with the
mobile wallet users and live finals watched by
13m
users to over
1.7m 200,000 viewers online.
merchants in merchants in the region.
Singapore and
Thailand
DIGITALISING TO ENHANCE gaming directly through their own and Globe expanding their fixed
CUSTOMER EXPERIENCES mobile apps, such as My Airtel, AIS wireless home base in the Philippines.
The growth in demand for digital Play and Telkomsel’s MAXstream.
services across the region has seen IMPROVING MOBILE FINANCIAL
our associates respond quickly To meet the growing demand for OFFERINGS
with innovative digital products data, our associates collectively As a Group, we are improving our
and services. They are investing invested S$8.9 billion in their mobile financial offerings to bring
resources to digitalise processes, networks over the past year to deliver greater convenience to customers
developing channels such as online faster, seamless connections and and drive financial inclusion. We
self-care services and fielding prepare for the next generation of are enhancing our mobile wallets,
virtual assistants to help them better connectivity. expanding our merchant networks
engage customers and handle the and introducing more services that
higher volumes of interactions from a They also continue to push services will help our customers, in particular
growing customer base. Digitalisation and solutions for small homes and the unbanked or under-banked, plug
has also allowed them to deliver businesses that complement their into the digital economy. In Indonesia,
more targeted and personalised mobile offerings, with AIS making Telkomsel’s Tcash is now LinkAja, a
content such as music, video and inroads with AIS Fibre in Thailand, single mobile payments platform to
37
OVERVIEW
facilitate cashless transactions, from growth potential in the region. To PVP Esports Championship was a
BUSINESS REVIEWS
utilities and transport payment to realise that vision, we debuted VIA, huge success with the live finals
e-shopping, all without the need for Asia’s first cross-border mobile played before a sold-out audience
a bank account. In the Philippines, payment alliance. VIA gives travellers and broadcast on major streaming
Globe has embarked on data-driven the convenience of using their local platforms such as Twitch, Facebook
lending, assigning a “trust score” wallets that are part of the alliance at and Douyu.
to customers based on their GCash participating merchants in the region
usage to determine credit worthiness. at competitive exchange rates, and We are extending our gaming focus
widens the reach of small merchants by exploring opportunities with
In Singapore, Dash partnered to millions of consumers. Initially like-minded partners to drive the
with Apple and VISA, extending its launched between Singapore and development of a vibrant gaming
GOVERNANCE AND SUSTAINABILITY
acceptance network internationally Thailand with AIS and Kasikornbank, community in the region. We signed
through ApplePay and VISA VIA will soon be available in more an MOU with South Korean gaming
Contactless points, and added countries such as Malaysia through giant SK Telecom to grow regional
Myanmar to its existing remittance Axiata Digital’s Boost wallet and Japan gaming leagues, develop content
corridors. through Netstars. and explore game distribution,
with the aim of delivering a more
BUILDING A MOBILE FINANCIAL ENGAGING CONSUMERS THROUGH holistic gaming experience for our
SERVICES ECOSYSTEM ACROSS GAMING AND DIGITAL CONTENT millennial customers.
THE REGION To connect with a millennial audience,
The Group is leveraging its telco the Group is moving towards
assets and scale to build a mobile becoming a leader in offering high
financial ecosystem that will unlock quality gaming content. Our inaugural
PERFORMANCE
FINANCIALS
ADDITIONAL INFORMATION
Singtel and AIS executives with Guest of Honour Thailand’s Minister of Digital Economy and Society, Dr Pichet Durongkaveroj (centre), at the launch of VIA in
Bangkok.
Singapore Telecommunications Limited | Annual Report 2019 38Group Consumer
Regional Associates
The CEO Conversation
Building an ecosystem
of digital services for
the region
Consumers are adopting a more digital lifestyle as the region pushes toward a
connected digital economy. How is Singtel leveraging the strengths of the Group
to stay ahead? International Group CEO Arthur Lang shares his thoughts on our
regional strategy.
Some of Singtel’s associates deliver fibre broadband in Thailand Why have you decided to expand
are facing fierce competition and Globe ready to launch 5G fixed into mobile financial services with
in their markets. What is wireless home broadband services in Dash and VIA?
the Group’s strategy in this the Philippines later this year. We’re
challenging environment? also focused on product and services Arthur: The domestic wallet
innovation to deliver a better customer business is fragmented and hard to
Arthur: It remained a challenging experience for our 690 million mobile differentiate, with demand for mobile
year for Airtel, but the market customers. For instance, in Indonesia, financial services – not just payments
in India is starting to stabilise a vibrant hub for start-ups, Telkomsel – on the rise. Against this backdrop,
and return to a healthier and established an investment fund to we see the potential for our mobile
more sustainable structure. help promising companies accelerate wallet Dash to be the foundation on
With customers consuming an growth. This is with a view of tapping which to develop a larger ecosystem
average of 11Gb of data each into their ideas to enhance our content of financial services. As we expand
month, I remain optimistic about and digital services offerings that will its merchant network and add more
India’s future in a data-driven help us monetise data growth. services, Dash is evolving into an
economy. Elsewhere in the region, app for all our customers’ everyday
we are starting to see reduced The associates remain some of the financial and lifestyle needs whether
headwinds. strongest operators in their markets, in-store or online. Our associates are
and with high mobile penetration and also executing similar strategies with
It has always been our strategy mobile-first lifestyles in the region, their own mobile wallets.
to lead in network superiority I am excited about the tremendous
and we are strengthening this growth potential of Asia’s emerging We created VIA, Asia’s first cross-
leadership through continued markets as we build a regional border mobile payment alliance, to
investment which has seen AIS ecosystem of digital services. differentiate our wallets from many
39OVERVIEW
pool of customers. The reach of the
BUSINESS REVIEWS
network has tremendous potential
to benefit everyone. With such a
platform, we can branch out to offer
a greater range of financial services.
We look forward to engaging the rest
of our associates and inviting more
partners to VIA as we enter into the
second stage of this journey.
You’ve also made similar bold
GOVERNANCE AND SUSTAINABILITY
moves in esports. How do your
esports initiatives synergise with
your other digital businesses?
Arthur: Our esports initiatives are
part of the Group’s larger efforts to
grow our digital content business
and engage millennial and Gen Z
audiences. Our services such as
The associates remain some of the strongest content, high-speed broadband
and payments, along with the
operators in their markets, and with high billing relationships we have with
mobile penetration and mobile-first customers, put us in a unique position
to offer digital services, making
PERFORMANCE
lifestyles in the region, I am excited about gaming more accessible while
improving the experience.
the tremendous growth potential of Asia’s
emerging markets as we build a regional The aim is for PVP, our gaming brand,
to be a major ecosystem partner in
ecosystem of digital services. the regional gaming and esports
scene. Through our PVP Esports
Arthur Lang leagues and collaboration with like-
CEO, International Group minded partners, we hope to bring
FINANCIALS
gaming into the mainstream and
connect with gamers and youths.
localised wallet systems and to interoperable platform that allows We are excited to be sponsoring
address the fragmented payments any wallet to easily tap into a larger Singapore’s first esports SEA Games
scene in the region. We see both consumer and merchant network teams in 2019 and look forward
Dash and VIA as twin engines of across Asia. This means partners can to bigger things to come. We
growth in mobile financial services. access a huge addressable market see tremendous opportunity in
with us as we build up the alliance, the network effect of the gaming
ADDITIONAL INFORMATION
How are you building on VIA to just as our customers will enjoy community and believe in the long-
create a larger financial services greater connectivity and shopping term prospects of this market.
ecosystem? options across the region.
Arthur: VIA is the key to connecting This also opens up smaller hyper-
the region and beyond with an local merchants to a much larger
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