CapitaLand continues to place the well-being of our tenants, shoppers and guests as our top priority. Standing in solidarity with our customers, employees and the vulnerable community, we have come up with various measures and future-ready initiatives to ride through current challenges with our ecosystem partners and position for the future.
Phase 3: Safe Nation
CapitaLand is committed to creating a safe and convenient shopping environment. With the arrival of Phase 3, we remain vigilant with the necessary safe management measures in place. These include increased frequency of cleaning and disinfection in the malls, with a focus on key touch points at the common areas such as lift buttons, handrails and auto-door panels. Hand sanitisers are available at contact tracing counters at mall entrances.
Shoppers are required to register for mall-entry using either scanning of the SafeEntry QR code, the TraceTogether app or TraceTogether token when visiting CapitaLand malls and our retailers. Mask wearing in the malls remains compulsory and shoppers are reminded to maintain a safe distance of at least 1 metre. Our malls operate from 10am to 10pm, and customer service counters from 10am to 9.30pm. We thank our shoppers, tenants and staff for their understanding and cooperation in continuing to adhere to the safe management measures.
Future-ready initiatives
CapitaLand boosts recovery in China with digitalisation strategy
On 15 June 2020, CapitaLand announced a sustained recovery of its businesses in China post nationwide lockdown due to COVID-19. From January to May 2020, the Group recorded about RMB4 billion of residential sales, while about 88% stores in CapitaLand malls across China have resumed operations as at end May 2020. The malls have also recovered about 70% of pre-pandemic footfall levels.
CapitaLand’s recovery in its residential and retail businesses in China has been boosted in part by the Group’s recent digitalisation efforts to sustain engagement with consumers. CapitaLand launched “Homes” – a feature on CapitaStar’s WeChat for house hunters to book viewing appointments online. It also reduced its CapitaStar’s platform fees and simplified the onboarding process to encourage more tenants sell online. Building on the expanded online merchant base, CapitaLand started livestream sales to ramp up the delivery of integrated online and offline shopping experiences to shoppers. Riding on this positive momentum, CapitaStar’s online retail sales in May 2020 showed a 6.5-fold increase compared with March 2020.
Enhancing safety through increased cleaning and contactless technologies across its business parks in India
On 11 January 2021, CapitaLand announced it was accorded the British Safety Council’s global benchmarking certification for implementing effective safety measures in all of its 10 operational business parks across India amid COVID-19. The certification was granted following a thorough assessment against the stringent global safety standards laid down by the British Safety Council, an established organisation with 60 years of expertise in health, safety, and environmental management. The Council has developed a detailed COVID-19 framework that is in line with guidelines by the Government of India and World Health Organization.
On 11 June 2020, CapitaLand announced it is stepping up cleaning and adopting contactless technologies across its nine business parks in India to continue to provide a safe environment to tenants and employees amid the COVID-19 pandemic and beyond. The measures aimed at minimising contact between people and surfaces are:
- Thermal scanners for temperature screening at entry points;
- Contactless lift activation with foot-operated pedal system;
- Hands-free sanitiser dispensers at common areas;
- Hands-free access with foot-operated doors for washrooms;
- Hands-free faucets at washrooms;
- App-based visitor management system;
- Contactless security for business park entry;
- Ultra-low volume (ULV) fogging and disinfection;
- Ultra Violet Germicidal Irradiation Air Handling Unit (UVGI-AHU) solutions for enhanced indoor air quality;
- Dedicated deep cleaning team with increased frequency of cleaning and disinfecting at all common spaces;
- Dedicated bins for disposing used masks and gloves; and
- Social distancing markers at all lobbies, lifts and other common areas.
CapitaLand's three-pronged approach to enhance safety in its business parks in India
Contactless lift activation with foot-operated pedal system at International Tech Park Chennai
Getting operationally ready with innovative tech solutions
On 29 May 2020, CapitaLand announced a series of enhanced COVID-19 safety measures aimed at creating a safe shopping environment in time for Singapore’s Phase 1 safe reopening. Tapping innovative tech solutions, the enhanced measures at CapitaLand malls include:
- Application of anti-microbial coating for high contact areas;
- Placement of disinfection floormats at key entrances;
- Deployment of UV disinfection robots after mall operating hours;
- Disinfection of lift cars with PhotoPlasma technology; and
- Trial of automated escalator handrail disinfection and contactless lift activation system at The Atrium@Orchard.
Paving the way forward with omnichannel 24/7 retail
Singapore’s circuit breaker has brought to the fore the importance of an omnichannel, 24/7 strategy for retailers. On 22 May 2020, CapitaLand announced the launch of an ecommerce platform eCapitaMall, and an online food ordering platform Capita3Eats to drive bricks-and-clicks sales for its retail partners in Singapore. Both platforms are accessible via CapitaStar app.
eCapitaMall is a curated digital mall that offers shoppers the flexibility to browse online before purchasing in-store or browse in-store before purchasing online. Capita3Eats is Singapore’s first mall-operated food ordering platform that offers consumers three ways to fulfil their food orders – delivery, takeaway or dine-in. For both platforms, CapitaStar members get to earn instant STAR$® for every transaction.
Redefining guest experience and enhancing existing cleanliness at Ascott
On 28 May 2020, CapitaLand’s wholly owned lodging business unit, The Ascott Limited (Ascott) announced that it will review the design of its lodging products and services to ensure they are future-ready for continued growth in a post COVID-19 landscape. Leveraging the existing design strengths of Ascott’s serviced residences, it will redefine the guest experience to take advantage of emerging trends such as the increased popularity of working-from-home, deeper health and safety concerns, and a rapidly digitising world.
Ascott also launched ‘Ascott Cares’ to raise standards of cleanliness to continue to provide safe homes for guests. ‘Ascott Cares’ covers nine commitments to enhance Ascott’s existing cleanliness protocols:
- Our Staff’s Work Environment
- Guest Safety
- Physical Distancing
- Housekeeping
- Apartments & Rooms
- Food & Beverage
- Shared Facilities
- Contactless & Paperless
- Our Vendors
The comprehensive protocols that are in compliance with the World Health Organization standards and local regulations will be rolled out progressively to its properties globally from June 2020.
On 16 March 2020, Ascott’s CEO Mr Kevin Goh shared the company’s initiatives and measures taken to ensure a high standard of care at Ascott properties and flexibility on Ascott Star Rewards (ASR) membership. Precautionary measures at Ascott's serviced residences and hotels such as intensified cleaning and disinfecting of its properties, having housekeeping attendants wear masks and gloves when cleaning the apartments, and temperature screening, were implemented in accordance with the guidelines from the World Health Organization and public health authorities in the respective countries.
Ascott’s global reservations team has also exercised flexibility on guests’ reservations. For ASR members, they can continue to earn points toward their current tier status for an additional year until 2021. The expiry of current balance of ASR points has also been extended until April 2021.
CapitaLand reaffirms COVID-19 support to ecosystem partners
As of 6 April 2020, CapitaLand has committed about S$100 million to support its stakeholders, including its retail tenants; as well as to help the governments and healthcare communities in the various markets where it operates. To view a message by CapitaLand Group CEO, Mr Lee Chee Koon on the business impact of COVID-19, and the support the Group has rendered to stakeholders, please visit here.
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Precautionary measures in line with Singapore Government’s guidelines
The well-being of our tenants, shoppers, guests and employees are of paramount importance to us. Since January 2020, we have taken the necessary precautionary measures at our properties in line with the Singapore Government’s guidelines.
19 June 2020: Safe Transition
We are delighted to welcome shoppers back to CapitaLand malls, and are committed to providing shoppers, tenants and staff with peace of mind. We have implemented enhanced cleaning and disinfection measures such as anti-microbial coating and autonomous UV disinfection robots. These complement the stepped up frequency of cleaning and disinfection at high contact points, which take place once every two to three hours. Temperature screening of all visitors and staff at the point of entry as well as contact tracing using SafeEntry NRIC and SafeEntry QR will continue at CapitaLand malls. Mask wearing in the malls remains compulsory.Our malls operate from 10am to 10pm, and customer service counters will be open from 10am to 9.30pm. We thank our shoppers, tenants and staff for their understanding and cooperation in adhering to the safe distancing guidelines.
1 June 2020: Safe management measures from 2 June 2020
As Singapore exits the circuit breaker and resume activities on a phased approach, safe management measures are in place at our properties and all tenants, shoppers, guests and employees must adhere to these measures:
- Temperature screening, health and travel declaration at the point of entry of our properties will continue;
- All tenants, visitors, shoppers, guests and employees must check-in and check-out using SafeEntry to help Ministry of Health (MOH) in establishing potential transmission chains;
- Face masks must be worn at all times; and
- All tenants, visitors, shoppers, guests and employees should ensure clear physical spacing of at least 1 metre between persons at all times.
22 April 2020: Temperature screening and contact tracing at shopping malls
Based on the latest advisory from the authorities, temperature screening will be conducted at all shopping malls in Singapore with effect from today. Malls with high traffic should, where reasonably practicable, conduct contact tracing of customers. These measures are meant to better guard against community transmission of COVID-19. We thank all shoppers for their understanding and support
21 April 2020: Extension of Circuit Breaker to 1 June 2020
According to the latest advisory from the authorities to better guard against community transmission of COVID-19, the circuit breaker period has been extended to 1 June 2020 (inclusive). The operations of less critical consumer services have been suspended with effect from 21 April 2359 hrs. Please click here for the list of activities that will be allowed to continue to operate.
12 April 2020: Wearing of masks in CapitaLand malls
In line with the advisory from the authorities, shoppers visiting CapitaLand malls are required to wear masks. This is to safeguard their own health and well-being, as well as that of other customers and staff working in the malls. Shoppers without masks will be declined entry. We thank all shoppers for their understanding and support.
4 April 2020: Closure of all non-essential retail outlets
As part of the latest measures announced by the Singapore Government to slow the transmission of COVID-19, all non-essential retail outlets are required to close from 7 April to 4 May 2020.
In support of these measures, we wish to inform shoppers of the following:
- From 4 April to 6 April 2020: CapitaLand malls will operate as usual; and
- From 7 April to 4 May 2020: CapitaLand malls will open partially to support the continued operations of tenants offering essential services. These include supermarkets, convenience stores, pharmacies, clinics, banks and selected food establishments (takeaway and delivery services only; no dine-in).
For the latest information on the operating hours of stores that remain open, please refer to the stores’ websites and/or Facebook pages.
During this period, you can continue to earn STAR$ and use eCapitaVoucher via CapitaStar mobile application at participating stores that remain open. However, physical CapitaVouchers will not be accepted from 7 April till further notice. CapitaLand malls will continue to put in place safe distancing as well as further measures as and when necessary.
27 March 2020: Guide to safe distancing at CapitaLand malls
In times of COVID-19, personal space is social grace. In line with stricter safe distancing measures announced by the MOH on 24 March 2020, CapitaLand has implemented enhanced measures to avoid congregation of crowds at our malls. Let’s all do our part and be responsible together. Stay safe, eat well and have fun!
7 February 2020: DORSCON Orange – Stepped-up Precautionary Measures at CapitaLand Properties in Singapore
On 7 February 2020, MOH raised Singapore’s Disease Outbreak Response System Condition (DORSCON) to Orange. CapitaLand has prepared for such a scenario. Since January 2020, we have been enhancing our defenses against COVID-19 and many of the recommended orange-level measures are already in place at our properties. These include increasing the frequency of cleaning and disinfecting, creation of isolation rooms and delineation of escort routes that minimise the contact of suspect cases with the general public.
Many of our colleagues have been working round the clock to ensure the safety and well-being of our tenants, customers & community. As part of our stepped-up measures under DORSCON Orange, visitors to our commercial, business park and lodging properties will be required to take their temperature and provide health and travel declarations before entering. Shoppers at our malls will also be required to adhere to store-level temperature screening, where relevant.
Personal Data Protection Act (PDPA) Notice: We will also be collecting personal data of visitors to our properties for the purposes of enabling us to carry out contact tracing and other response measures, in the event of a COVID-19 case. Visitors are informed of the purpose of the collection through signboards placed around our properties and the health and travel declaration form. This is consistent with the advisory of the Personal Data Protection Commission of Singapore. Rest assured that reasonable security arrangements are in place to protect the information against unauthorised disclosure and use. The information will be destroyed once there are no business and legal purposes to keep them.
Please be informed that visitors who meet any of the following three conditions will not be allowed entry into our property:
- Individuals who have been in contact with any person who is (a) a confirmed case of Coronavirus infection or (b) has been issued with MOH's Health Advisory for Persons (e.g. Stay-Home Notice);
- Individuals who have in the past 14 days, returned from any country(s) which MOH has issued Public Health Travel Advisory in response to cases of COVID-19 in the country(s) they have visited (e.g. Mainland China, Republic of Korea, Italy, France, Germany, Spain, Iran, Japan, Switzerland, United Kingdom, ASEAN countries1 and any other countries that may be included from time to time); or
- Individuals who have fever or flu-like symptoms such as cough, runny nose and sore throat.
Visitors and tenants of our business park properties such as Galaxis (pictured) will be required to take their temperature before entering.
To facilitate the temperature screening, access into some of our properties will be restricted to selected entrances.
We seek your cooperation and understanding on this extra precautionary measure which is intended for the health and well-being for all tenants, visitors, guests and employees at our properties in Singapore.
Let’s all practise good personal hygiene, be socially responsible and see a doctor if you are unwell. Please keep up to date with the latest health advisories and guidelines from the Ministry of Health and World Health Organization.
Thank you.
Note:
1 ASEAN countries include Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Thailand, Vietnam. Does not apply to land and sea crossings between Singapore and Malaysia.
- Support for businesses
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