D.A.R.E.
TRANSFORMATION
ROADMAP

D.A.R.E.

TO TRANSFORM

Strategic Transformation
For Greater Customer
Experience, Efficiencies,
Competitiveness & Agility

D.A.R.E. Enablers

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ighly reliable,
advanced and
secure networks
and platforms
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nderstanding
& leveraging
customer
insights
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est-in-class
performance

D.A.R.E. in Motion

Strategy in Motion
Progress
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Delivering market-
leading customer
experiences
Strategy in Motion
  • “Hello Change” brand promise
  • New entertainment experience
    (Go Max OTT offering)
  • Completion of cable-to-fibre migration
  • Improving customer experience
  • Ongoing digital innovation
Progress
  • Significant 130% YoY improvement in Net Promoter Score1
  • Pay TV OTT subscribers grew 23% YoY
  • Halved customer digital journey for faster and simpler online transactions
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Accelerating value
creation from
core businesses
Strategy in Motion
  • Driving operational efficiencies through digitalisation & simplification
  • Workforce optimisation
  • Renegotiate terms of expiring contracts for procurement savings
Progress
  • Cost savings identified >$210M, 64% achieved
  • Streamlined customer experience processes by 75% following a process simplification initiative
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Realising
growth from new
opportunities
Strategy in Motion
  • Accelerating cybersecurity business growth through Ensign
  • Submitted 5G joint-bid with M1
  • Exploring synergistic and accretive M&A opportunities
Progress
  • 79% YoY cybersecurity revenue growth
  • Currently broadcasting ‘live’ 5G signals from StarHub Green
  • Singapore’s first 5G cellular-on-wheels (COW)
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Enhancing efforts
to transform
digitally
Strategy in Motion
  • Enhanced My StarHub app
  • Promoting & enhancing digital sales channels
  • Launch of giga! in 2Q2019
  • Launched SD-WAN
  • Deployed robotics process automation across operations
Progress
  • My StarHub app achieved an improved rating to 4.5 stars; a top-rated app on Apple App and Google Play stores with over 500k monthly active users1
  • Online sales doubled YoY
  • giga! has achieved the highest NPS in the market with its end-to-end digital experience
1 As at 31 December 2019.