5 / 50
5
building owners interested in installing EV charging
facilities. We will also continue to provide free charging
services at our charging stations until the end of 2017.
In our own fleet, we have replaced most of the retired
petrol cars with EVs, making our EV fleet one of the largest
in Hong Kong.
Award-winning Customer Service
We take great pride in our ability to provide an excellent
supply of electricity to customers. Since 1997, we have
maintained power supply reliability at higher than 99.999%
and, since 2009, have kept the average unplanned
customer minutes lost to less than one minute per year.
In 2016, we again met or surpassed all of the 18 pledged
customer service standards.
This record of service has contributed to Hong Kong being
ranked among the top three for the fifth consecutive year
in the Global Competitiveness Index compiled by the World
Economic Forum in terms of quality of electricity supply.
Our customer service was also well recognised during the
year with creditable awards such as the coveted 2016
Excellence Award of the Mystery Shopper Programme,
organised by the Hong Kong Retail Management
Association.
What’s more, we have maintained this high standard of
service while keeping the tariff rates at a reasonable level.
For 2017, we lowered our tariff for the second year
through a 17.2% reduction in our net tariff with the
offer of two special rebates.
Extending Care to the Community
Caring for the elderly remained a priority for us through
initiatives such as the CAREnJOY programme. Partnering
with all District Councils on Hong Kong Island, two Rural
Committees on Lamma Island and eight elderly service
agencies, we continued to provide care to seniors living
alone through monthly home visits.
In 2016, we celebrated the 10
th
anniversary of the
University of 3
rd
Age co-founded with The Hong Kong
Council of Social Service, encouraging active ageing among
local retirees.
Ensuring Employee Wellness
Health and safety in our daily operations continued to
be at the top of our agenda. In 2016, the overall safety
performance improved from the previous year.
To promote health among our employees, we encourage
daily physical exercise in the workplaces and during the
year launched a new campaign called StairWELL, which
incentivised colleagues to walk up the stairs of our
buildings. I myself walk up the stairs of Hongkong Electric
Centre almost every day and can personally attest to the
health benefits of stair climbing. I encourage everyone,
not just our colleagues, to “step up for fitness“.
Another focus at HK Electric is providing professional
development opportunities for our employees and
equipping them with skills and knowledge. In 2016,
we further promoted the use of online learning resources
for continuous employee development.
Embracing Good Corporate Governance
Good corporate governance is the cornerstone of a
successful organisation. In 2016, we continued to upgrade
the Enterprise Risk Management and Internal Control
Frameworks, and put in place measures such as a new
Fraud Prevention and Awareness Policy to minimise our
exposure to fraud.
In addition, we implemented the Compliance Framework
and the Regulatory Compliance & Monitoring Programme.
To manage our compliance obligations more effectively,
we enhanced the Framework with support from subject
matter experts in specific compliance areas.
2017 and Beyond
Entering into 2017, we will continue to work closely with
the Government and other stakeholders to chart the
best way forward for Hong Kong’s electricity market,
particularly with regard to the post-2018 regulatory
framework. We will also be working diligently to ensure
the timely delivery of the new gas-fired power plants
and to secure a more stable supply of natural gas. We are
also keen to support the Government’s 2030 carbon
reduction target of reducing the city’s carbon intensity by
65-70% from the 2005 level in response to the Paris
Agreement reached at the 2015 UN Climate Change
Conference (COP21).
This is an exciting era for HKEI and, indeed, the energy
sector as a whole. While there may be other challenges
ahead, I am confident that we are on the right track in
our sustainability journey, and am grateful to all our
stakeholders for working with us to set the scene for
a low-carbon and sustainable Hong Kong.
Wan Chi-tin
Chief Executive Officer
March 2017