For 2021, Ayala Land has increased its operations significantly, with the aim of meeting the timelines for its projects. In all its development projects, it continued to follow the various standards and guidelines in building and maintaining its properties. Sales representatives of various properties have become more present both online and in person.
BPI introduced technological improvements to its customer feedback database to give clients a better monitoring experience of their outstanding concerns and financial records. Moreover, Customer Assistance Officers (CAO) went through specialized training on hard and soft skills to be able to serve customers better, especially in addressing concerns.
Globe continues to expand its digital infrastructure, adopting the best practices of ISO 26000 to help its units operate in a more sustainable manner. Gcash continues to make financial transactions easier for its users. Meanwhile, 917 Ventures pushed forth the partnership of Globe and Puregold and launched the PureGo app, enabling customers to conduct grocery shopping with same-day delivery. Moreover, Globe continues its campaign to fight online child pornography and have partnered with organizations such as the Canadian Centre for Child Protection, the Internet Watch Foundation, and #SaferkidsPH.
AC Health ensures that it strictly follows safety protocols for its employees across all their operations.
- Healthway – This business unit has become the partner of choice of many organizations for setting up COVID Vaccination sites for Ayala employees and external clients. It also extended manpower support to LGUs for their vaccination efforts. To further raise awareness on health and safety, especially related to COVID-19, Healthway cascaded videos and other materials across social media channels. It also offered free health education to corporations and communities through Wellness on Web. To further intensify efforts, it launched a new location for PCR Testing at the Dela Rosa Carpark.
- Generika – This business now has incorporated provisions in its Trade Supply Agreement and Distribution Agreement. It stipulates a set minimum, acceptable shelf life of products accepted by the distribution centers, both for regular items and house brands. It also instituted that product recalls be reported within 72 hours and ensured that products are pulled out from the stores within 7 days of the product recall.
IMI ensures product quality right from sourcing its raw materials up to distribution. Its 3TG metal raw materials are sustainably sourced and are not related to rebel groups in Congo and adjoining countries in any way. Moreover, it conducts regular assurance exercises with its suppliers. It also strictly adheres to quality processes and conducts thorough quality checks of its products.
AC Motors reinforced its Quality inspection initiatives, which resulted in fewer recurring back jobs on vehicles they handle. It formed Quality Check teams and specific quality projects to address service quality efficiency issues. Moreover, it has become more proactive in ensuring that customers get preventive maintenance (PM) for their vehicles. It optimizes the use of HondaTXT and IsuzuTXT to provide service updates and PM reminders across its client base.
The education arm pursued to improve its mechanisms for online classes. Despite the challenges they faced because of the pandemic, one of its IPO schools, Mapúa University, is listed for a third consecutive year as one of the five Philippine universities in the 2021 Times Higher Education (THE) Impact Rankings. It is the only global performance ranking that assess universities against the UN SDGs. The rankings also highlight an institution’s strength in terms of research, outreach, and stewardship.
Mapúa University is also among the 14 Philippine Universities included in the Quacquarelli Symonds (QS) Asia University Rankings. It is an independent research and analysis firm in London that assesses the strength of universities based on academic reputation, and employer reputation. They have been part of the list for two years in a row.
AC Infra’s Light Rail Motor Corporation installed UVC in all its trains, plus hepa filters and carbon filters in select trains. These initiatives aim to further ensure the safety and protection of the passengers from the pandemic. Its overall initiatives paved the way for the company to be awarded the Stevie Award and the Safety Seal for Depot and Stations in Pasay-Baclaran, EDSA, Libertad, and Gil Puyat.
Manila Water continues to provide safe and potable water. Water availability–especially during the summer season–is a major concern of their customers. To help manage expectations and reassure customers, Manila Water announces scheduled water interruptions as needed. It also directly coordinates with customers when needed and ensure complaints are resolved as fast as possible.
Wastewater services were continued throughout 2021. To effectively facilitate this, Manila Water coordinated with barangays and posted schedules in social media. It also provided regular project updates to community leaders.