Network-Multi-party and Harmonious Interaction

Multi-party and Harmonious Interaction

Every day, TAIPEI 101 functions as a platform for harmonious multi-party interaction. With the joint effort from employees, suppliers and contractors, we are able to provide an elegant and comfortable space along with professional and considerate services for tenants and customers. Tenants can strategize their business plans at the office tower and shopping mall while customers enjoy their shopping and tourism experience at the observatory or shopping mall. At the same time, being the iconic landmark of Taiwan, TAIPEI 101 has always been a focal point of attention for the media, the government and our shareholders as we interact and collaborate with each other from time to time. Not only that, we have continued to take actions to care and help out different disadvantaged minorities by serving as a reliable partner for social enterprises, welfare organizations and the disadvantaged demographic. By utilizing our influence, we strive to inspire more enterprises so that together we can create more positive values for the society. This chapter begins with stakeholder communication by covering our stakeholders and means of communication with them before disclosing more information on our employees, tenants, customers, and the general public. Related material issues include: "Caring Workplace", "Employee Compensation and Benefits", "Product and Service Quality and Communication", "Customer Relationship Management" and "Cultural Creativity and Charity Promotion".

 

5.1 STAKEHOLDER COMMUNICATION

STAKEHOLDERS

TAIPEI 101 has a vast and diverse list of stakeholders. And as such, we need to have a systematic method to identify our major shareholders. In 2013, we called a meeting of all departments and evaluated stakeholders in accordance with AA1000 Stakeholder Engagement Standard based on five aspects: dependency, influence, tension, responsibility and diverse perspective. We filtered out eight categories of major stakeholders. In 2014, we used the stakeholder groups identified in 2013 as the basis for the comparison of benchmark corporations in the industry for adjustment. For 2015, we adopted the same approach in 2014 by using the stakeholder groups identified in 2014 for the comparison of benchmark corporations in the industry. Not only that we also looked into the opinions of external stakeholders and interviewed our executives and colleagues to compile a reference for the adjustment of stakeholder groups. Results of the identification revealed 10 groups of major stakeholders.

2015 Stakeholder Group

Tenants

Supply Chain

Customers

Media

Shareholders / Investors

Business Partners

Employees

Community

Government Agencies

NGO / Social enterprises

We have established various communication channels with different stakeholders. Stakeholders can actively or passively leave comments and requests to us, and we also respond to them through those corresponding channels.

  • G4-24 (Provide a list of stakeholder groups engaged by the organization)
  • G4-25 (Report the basis for identification and selection of stakeholders with whom to engage)
Communication Channels between TAIPEI 101 and Stakeholders
Communication Channel/Frequency
Shareholders / Investors
  • Shareholders' meeting / once per year
  • Board of Directors meeting / once every two months (8 meetings held in 2015)
  • Annual Report and CSR Report / one publication per year
  • MOPS / real time
  • Service hotline and comment box / real time
  • Media reports / non-periodic
  • External stakeholder seminar
  • Security report / once every two months
Customers
  • Customer Satisfaction Survey / non-periodic (conducted once for shopping mall, office tower and observatory in 2015)
  • Focus group and VIP members interview / non-periodic (in 2015, focus group seminar and VIP member satisfaction survey were conducted)
  • Customer service hotline, email and service center / real time (a total of 20,174 entries logged in 2015)
  • Printed promotional materials / real time
  • Social networking sites (FACEBOOK, WECHAT, LINE) / real time
  • G4-26 (Report the organization's approach to stakeholder engagement, including frequency of engagement by type and by stakeholder group, and an indication of whether any of the engagement was undertaken specifically as part of the report preparation process)
Office Tower tenants
  • Service hotline and comment box / real time (92 suggestions received in the comment box on the website in 2015)
  • Tenant Service Center / real time
  • Executive meetings / non-periodic
  • Tenant education training/non-periodic (4 training seminars held in 2015)
  • Tenant fraternity events/non-periodic (3 fraternity events held in 2015)
  • New tenant orientation/10 orientations held in 2015
  • External stakeholder seminar
  • Appointment with Tenants/1 session per quarter
  • Tower Customer Service System/real time (starting from its activation on August 26 2015, a total of 3,927 entries have been logged)
Shopping Mall tenants
  • Service hotline and comment box / real time
  • Counter staff education and training / non-periodic
  • Shopping mall tenant weekly meeting and joint monthly meetings
  • Tenant fraternity events / non-periodic (3 fraternity events held in 2015)
  • External stakeholder seminar
  • Morning call/once per week
  • Call fix service hotline/real time
Government agencies
  • Service center and hotlines
  • Official letters/non-periodic (24 total in 2015)
  • MOPS/real time
  • Appointment between Government Official & Tenants/non-periodic
  • Collaboration for charity events/non-periodic (8 charity events held in 2015)
Employees
  • Employee service line and comment box/real time (no submission in 2015)
  • Performance review/once per year
  • Manager's monthly meeting and weekly meeting
  • Education and training/non-periodic
  • Human Resources and Employee Welfare Committee / non-periodic
Media
  • Press release/non-periodic (a total of 44 press releases issued in 2015)
  • Press conference/non-periodic (a total of 18 press conferences held in 2015)
  • Media luncheon/non-periodic (a total of 8 luncheons held in 2015)
  • TAIPEI 101 official website/real time
  • Corporate Branding & Communications Department/real time
Supply chain
  • Supplier performance evaluation/once per year
  • Education and training / non-periodic (a total of 7,427 hours of training completed in 2015)
  • Suppliers' hotline and email addresses / real time (no submission in 2015)
  • Bidding vendors' meeting / non-periodic
  • External stakeholder seminar
Business partners
  • Meetings / non-periodic
  • Email / real time
  • Participation in education and training courses / non-periodic
  • Regular gatherings
NGO / social enterprises
  • Webpage / real time
  • Social enterprise seminar/non-periodic (5 seminars held between October 26 and 30, 2015)
  • Social enterprise market/non-periodic (one event held at the shopping mall (9/15-11/9) and office tower (11/17-11/27) in 2015)
  • Charity donations/non-periodic
Community
  • Promotions / non-periodic
  • Charity events / non-periodic (4 events held in 2015)
  • Xinyi business district strategic alliance conference / non-periodic (4 times in 2015)

External Stakeholder Seminar

In the past, in order to listen and respond to the voices of different parties to ensure that TAIPEI 101 corporate social responsibility management policies are aligned to the expectations of different entities, we have held meetings to discuss stakeholders and conducted questionnaires for customers and employees while performing CSR survey for our external stakeholders. The CSR survey covers aspects including environment, society and governance for seven major targets: office tower tenants, shopping mall tenants, customers, shareholders/investors, government agencies, suppliers and media.

For 2015, we have remained diligent in our stakeholder engagement by holding a two-hour external stakeholder seminar. The event was attended by one shareholder, two office tower tenants, three shopping mall tenants and three supply chain vendors. The seminar followed the agenda as shown below:

1

Key performance communication on aspects such as governance, environment and society as revealed in the 2014 CSR Report

2

Review of CSR stakeholder questionnaire survey and briefing on the results

3

Solicit feedback from participating stakeholders regarding TAIPEI 101 material issues and discussion

Through the seminar, we asked each stakeholder for their suggestions on TAIPEI 101 vision, strategies and actions for sustainable development and inquired about their expectations on TAIPEI 101 in its future development in economy, environment and society. The invaluable input from stakeholders gathered during the seminar would then be integrated with internal opinions and serve as a reference the improvement of our CSR performance and strategic development. Not only that, stakeholder input is also one of the fundamental bases for the adjustment of the material issues covered in this report. In the future, we also plan to host a stakeholder forum in order to reach more stakeholders for communication.

 

Our Response to Rallies at TAIPEI 101

As TAIPEI 101 is a must-visit attraction for Chinese tourists when they come to Taiwan, the religious group Falun Gong has stationed itself for a long time in the building's perimeters. Consequently, there have been scuffles between parties such as the Concentric Patriotism Association and the Communist Party, resulting in a negative impact on the shopping mall's image and disturbance of peace for the surrounding residents and TAIPEI 101's tenants. However, as these people have gathered city sidewalk, which is beyond the property line of TAIPEI 101, we have no authority to maintain social order there. Thus, we can only hire security guards to minimize the impact inflicted upon us and attempt to pacify the protesters while seeking assistance from the law enforcement.

  • In 2015, we invited one shareholder, 2 office tower tenants, three shopping mall tenants and three supply chain vendors to take part in our external stakeholder seminar.

5.2 CARING WORKPLACE

5.2.1 Employment Status

STAKEHOLDERS

The appointment of staff at TAIPEI 101 is guided by the principle of focusing on talents. At the same time, we prohibit any form of discrimination in our workplace, including race, age, gender or religion. In addition to that, we abide by the current national laws on employee hiring, including the Labor Standards Act, Employment Service Act and Act of Gender Equality in Employment etc., to promote gender equality and ensure that the hiring, appointment, compensation, performance management, and career development is governed with fair treatment, and our company also prohibits child labor, forced labor, and other violations of human rights. No violation of employee rights has been reported in 2015.

  • G4-10 (Report the total number of employees of outsourced vendors)

As of the end of 2015, the Company has a total of 309 full time employees, and all of them are non-fixed term contract employees and native Taiwanese. Our employees' average age came to 36.2 and with service seniority at 5.31 years. In terms of their level of education, most employees (84.5%) are university/college graduates; 4.2% are high school graduates; 11% have master's degree and the remaining 0.3% hold doctorate degree. In 2015, although 62 employees resigned (with a turnover rate of 20%), we hired 47 new employees. TAIPEI 101 fully supports the right of employment and autonomy for those with physical/mental disabilities and the aboriginal people. Nevertheless, we received no job applications from the physically and mentally disabled or aboriginal people in 2015. As of the end of 2015, we had a total of three disabled and 4 aboriginal employees. Since we did not meet the legal requirement for the number of aboriginal employees, we have made the required payment to the employment contribution for the aboriginal people.

  • G4-EC6 (Report the percentage of senior management at significant locations of operation that are hired from the local community)
  • G4-HR3 (Report the total number of incidents of discrimination during the reporting period and the status of the incidents and the actions taken)

As of the end of 2015, the Company has a total of 309 full time employees, and all of them are non-fixed term contract employees and native Taiwanese. Our employees' average age came to 36.2 and with service seniority at 5.31 years. In terms of their level of education, most employees (84.5%) are university/college graduates; 4.2% are high school graduates; 11% have master's degree and the remaining 0.3% hold doctorate degree. In 2015, although 62 employees resigned (with a turnover rate of 20%), we hired 47 new employees. TAIPEI 101 fully supports the right of employment and autonomy for those with physical/mental disabilities and the aboriginal people. Nevertheless, we received no job applications from the physically and mentally disabled or aboriginal people in 2015. As of the end of 2015, we had a total of three disabled and 4 aboriginal employees. Since we did not meet the legal requirement for the number of aboriginal employees, we have made the required payment to the employment contribution for the aboriginal people.

In terms of gender distribution, our male and female employees constituted 42% and 58% of the entire staff profile. Although the ratio of female employees had been slightly lower compared to 2014, our overall number of female employees is still higher than their male counterpart.

We have four VP and higher ranked executives and two of them are female. Not only that, 70% of our new employees is female. This reflects the fact that the Company values and appreciates female talents.

  • G4-HR6 (Operations and suppliers identified as having significant risk for incidents of forced or compulsory labor, and measures to contribute to the elimination of all forms of forced or compulsory labor)
  • G4-HR8 (Total number of incidents of violations involving rights of indigenous peoples and actions taken)
  • G4-LA12 (Composition of governance bodies and breakdown of employees per employee category according to gender, age group, minority group membership, and other indicators of diversity)
Employee Gender Structure
Employee Age Profile
Gender Distribution for Executives
  • G4-LA1 (Total number and rates of new employee hires and employee turnover by age group, gender and region)
Employee Distribution by Level of Education
Employee Average Length of Service
Employee Average Age
New Employee Distribution by Age and Gender
Resigned Employee Distribution by Age and Gender

5.2.2 Employee Compensation and Benefits

STAKEHOLDERS

TAIPEI 101 offers employees compensation that are above the market average, along with other non-monetary resources including: protection of fundamental human rights, promotion and rotation system, retirement system, back-up services, parental leaves and comprehensive benefit systems as described in the section below.

Employee Compensation

Providing a competitive and sound compensation structure is the key to attracting and retaining talent. Our remuneration standard offers employee wages in accordance with their competence and capabilities in work. Not only that, our wages are higher compared to the legally required minimum as stipulated by pertinent regulations and are adjusted on a yearly basis in accordance with the national average wage and market competitiveness. The Company's overall remunerations include salary, position allowance, duty allowance, special duty allowance, meal allowance, bonuses and so forth. In 2015, our annual average regular wage was higher than the national average regular wage by 45% (also higher compared to the 39% in 2014).

Guided by the spirit of "equal pay for equal work" for both male and female employees, our standard wage for general employees (regardless of gender) is higher than Taiwan's minimum wage by 45%. In 2015, the ratio of basic salary and remuneration for female to male employees came to 1:1.3. The average salary for male employees was higher than the national minimum wage by 331% while the average salary for female employees was higher than the national minimum wage by 250%. Incidentally, the ratio of our female to male employees receiving average wage also came to 1:1.3. Due to the fact that most of our female staffs are customer service personnel at the observatory and shopping mall and that basic level customer service personnel receive relatively lower wages, they have therefore lowered the overall average wage for female employees as a whole.

The ratio of the annual total compensation for the organization's highest-paid individual to the median annual total compensation for all employees (excluding the highest-paid individual) came to 9.29. The ratio of the increase in the annual total compensation for the organization's highest-paid individual to the median increase in annual total compensation for all TAIPEI 101 employees (excluding the highestpaid individual) came to 9.74.

  • G4-LA13 (Ratio of basic salary and remuneration of women to men by employee category, by significant locations of operation)
  • G4-54 (Report the ratio of the annual total compensation for the organization's highest -paid individual in each country of significant operations to the median annual total compensation for all employees in the same country)
  • G4-55 (Report the ratio of percentage increase in annual total compensation for the organization's highest-paid individual in each country of significant operations to the median percentage increase in annual total compensation for all employees)
  • G4-EC5 (Ratio of standard entry level wage by gender compared to local minimum wage at significant locations of operation)
2015 Salary Comparison Table

In order to motivate staff morale and enthusiasm, we have established a transparent and fair reward system. For employees who improve the Company's reputation or protect the Company from losses, we reward them by means of position promotion, salary adjustment, bonuses and rewards, which are detailed in the "Working Rules". The Company adopts the core values of SPIRIT as the basis for the annual performance evaluation and rates employees' performance in accordance with the criteria on their bonus scorecard, and one of the criteria is on the extent of all employees' practice of corporate social responsibility, such as the achievement in public charity, energy conservation and environmental protection. We perform this evaluation on a yearly basis and rank the employees who perform well by awarding them with bonus so as to motivate them to adhere to our core corporate values in their work. In 2015, six employees received the Core Value Award.

  • Note 1 - The official statistics for Taiwan's average regular wage were compiled by the Directorate-General of Budget, Accounting and Statistics, Executive Yuan.
  • G4-LA11 (Percentage of employees receiving regular performance and career development reviews, by gender and by employee category)

Employee Care

Fundamental Human Rights

Pursuant to labor laws, our employees do not work in excess of 8 hours on any given work day. Should special occasions such as anniversary sale, festive sales and so forth that resulted in increased workload and require employees to work overtime, employees may apply for compensatory leave or overtime pay in accordance with the Company's regulations on overtime work. By adhering to the "Employee Code of Conduct", we have striven to safeguard employees' rights and actively improved their working conditions in order to manage our employees with humanitarian care. There had been no violations of labor inspection in 2015.

In addition, we have developed the "Employee Sexual Harassment Prevention Measures" to protect female employees from sexual harassment. We have also set up a sexual harassment report hotline and mailbox along with our "Sexual Harassment Complaints Evaluation Committee" to handle relevant cases. No complaints of sexual harassment had been filed in 2015.

We fully respect employees' rights to job employment and their value, and should our operation calls for it, corresponding organizational arrangements could be made, such as changes in department, place of work and duties and so forth. We would inform employees in advance within the stipulated period in accordance with the Labor Standards Act. The adjustments are only carried out after obtaining the consent of employees involved.

  • G4-LA4 (Minimum notice periods regarding operational changes, including whether these are specified in collective agreements)
Promotion and Rotation System

The Company has established a job rotation system, which adopts the exchange model. The Human Resources Department is responsible for coordinating the rotation departments and the qualification assessment. The employees who apply for job rotation must be qualified in annual performance appraisal, and their professional competence must be approved by their supervisors in order to ensure their eligibility.

Our internal job rotation helps to strengthen employees' ability in different areas, increase the breadth and depth of their vocational abilities and thus increase their chances of being promoted. In preparation for the changes in our organizational strategies, this system would help to ensure appropriate adjustment in our staffing to enhance the Company's productivity and competitiveness, thereby creating greater value for the Company. No employee rotation has been made in 2015.

  • G4-EC3 (Coverage of the organization's defined benefit plan obligations)
Retirement System

We comply with pertinent provisions of the Labor Standards Act, where 2% of employees' monthly salary is set aside into a government pension fund reserve account. Starting from 2005 onward, the Company has set aside Pension Fund equal to 6% of the monthly salary of each employee who has chosen the retirement plan specified in the "Labor Pension Act" to the individual retirement account of the Bureau of Labor Insurance. As of the end of 2015, TAIPEI 101's net defined benefit liability came to NT$ 1,112,000 and the post-employment benefit amounted to NT$ 12,699,000. Refer to our annual report for 2015 for other relevant details.

  • G4-EC3 (Coverage of the organization's defined benefit plan obligations)
Back-up Service Satisfaction Survey

We value the quality of internal back-up services. An annual satisfaction survey is conducted to collect the views within the Company regarding services provided (i.e. financial, IT, legal and general affair departments). Results of this survey would serve as the basis for relevant improvements on back-up services in the future. In 2015, our back-up services received an overall rating of 98.5% (100% for financial department, 96% for IT and 99% for general affairs). In the future, we shall continue to improve upon our services in order to surpass employee expectations.

Employee Benefits
  • Cash reward: bonus for Dragon Boat Festival, Mid-Autumn Festival, marriage and bereavement subsidies, dividends, group insurance, employee child care allowance, customer service personnel attire and grooming allowance and 40% special discount on electronic vouchers (valued at NT$ 4,000)
  • Company outing: to reward employees for working diligently towards achieving high profit target, the Company has arranged for various outings to Japan, Thailand, Singapore and Malaysia.
  • Movie screening
  • Health checkup
  • Free observatory visit
  • Group insurance coverage: including life insurance, medical insurance, cancer insurance along with medical insurance, accident insurance and cancer insurance for employee spouse and dependents
  • Leaves: in addition to the leaves stipulated by pertinent regulations, new employees also enjoys two additional days of special leaves (without wage deduction)
  • G4-LA3 (Return to work and retention rates after parental leave, by gender)
 
Parental Leave

Based on Gender Equality Act, employees are offered maternity leave at full pay for an accumulated 8 weeks before and after they give birth. We also offer 3 days of paternity leave at full pay for employees whose spouses have just given birth. In 2015, a total of 57 employees (19 males and 38 females) were eligible for paternal leave. Seven female employees (12.2%) applied for the leave and two employees were supposed to return to their post. Between the two employees, one returned to her original position and the retention rate came to 50%.

Parental Leave Statistics
 
 

5.2.3 Employment Training and Communication

STAKEHOLDERS

We value employees' professional competence and leadership skills and have thus designed an educational training program with an emphasis orientated towards the needs of individual employee's job position, career development and the needs of the Company's growth. In addition, we have also established relevant labormanagement communication channels.

Employee Training

In such a competitive industry, we are well aware that outstanding talents serve as the most reliable support that enables TAIPEI 101 to achieve sustainable operation. In light of this, in conjunction with the Company's strategic objectives, we have planned relevant series of education and training that will help employees to improve upon their existing vocational competence and work quality. Through our training program, we hope to inspire our staffs to challenge greater heights as our strategy to achieve talent nurturing and retention, thus enhancing our corporate competitiveness. And as such, we have included our employee official training and development policies and relevant regulations in our employee handbook as a means to enhance our employees' core competence and competitiveness while strengthening their work efficacy and quality. In 2015, a total of 1,487 participants took part in our internal trainings that amounted to 5,038 hours, costing a total of NT$ 1,863,375 for internal training 388 participants completed a total of 3,740 hours of external training, which cost NT$ 1,132,560. Our annual training expenses for 2015 totaled NT$2,995,935.

  • G4-LA9 (Average hours of training per year per employee by gender, and by employee category)
Table of Internal and External Training for 2015
Employee Training Duration Statistics

We designed an educational training program with an emphasis orientated towards the needs of individual employee's job position, career development and the needs of the Company's growth in the hopes of enhancing our employees' core competence and competitiveness while strengthening their work efficacy and quality. For managers, we aim to expand their knowledge on management strategies. The average durations of various trainings we have held in the past are compiled in the table below.

 

We designed an educational training program with an emphasis orientated towards the needs of individual employee's job position, career development and the needs of the Company's growth in the hopes of enhancing our employees' core competence and competitiveness while strengthening their work efficacy and quality. For managers, we aim to expand their knowledge on management strategies. The average durations of various trainings we have held in the past are compiled in the table below.

Average Training Durations for Different Training Categories
  • Note 1 - Average training hours = Total number of hours for the training category/Total number of employees under the category at the end of the year
  • Note 2 - Due to the addition of the quarterly New Employee Workshop in 2015, the number of training hours for new employees has increased to 2 hours.
General Employee Training

For general courses intended for normal employees, all staffs can sign up for participation. Contents of the training include:

New Employee Training

New employees are required to participate in the orientation training course to understand the Company's core values, business philosophy, social responsibility, SOPs, labor safety and employee rights so that new employees could gain a quick understanding of the Company's industry characteristics and fit in well, thereby creating value for the company. Training courses are held monthly or quarterly according to the frequency of hiring; all data are updated when necessary to ensure that the training content is in line with the latest state of affairs. In 2015, all new employee trainings were completed. The trainings ran for a total of 12 hours for 41 participants, amounting to a total of 155 hours of training completed.

 
Management Capacity Training

The supervisor training intended for managers are available to staffs who have demonstrated their potentials. Contents of the training include:

  • G4-LA10 (Programs for skills management and lifelong learning that support the continued employability of employees and assist them in managing career endings)

In addition to basic training, we have also implemented vocational competence evaluation and individual development plan (IDP) in 2015 that spans two years for 10 members of the core team cultivation project (also referred to 101-Plus Project) and 18 proxies for relevant department heads.

Through on-the-job training (OTJ) such as the daily guidance from direct supervisors, assignment of missions, job shadowing and so forth, supplemented with training with in-house trainers, team-building camp and participation in the strategic deployment courses, we would not only be able to achieve the objectives of expanding and diversifying staff's scope of work so as to assist their career development but also strengthen our supervisors' capacity to nurture their subordinates.

Customer Service Personnel Training

Being the gateway to Taiwan, TAIPEI 101 receives visitors from all over the world on a daily basis. And as such, we have designed professional training and foreign language (English and Japanese) courses for our customer service personnel at the observatory, shopping mall and office tower in order to strengthen their language abilities and in turn improve upon their communication skills when serving foreign visitors.

Potential / Proxy Training

Potential / Proxy training has also been made available for all employees to sign up and participate.

 
Vocational Ability Training (External Training)

For employees in different business units, we plan and provide appropriate external educational training courses in accordance with the expertise and capacity required of the employees' positions to enhance the employees' functional competitiveness while creating more opportunities of exchange between employees and that of our competitors.

Professional On-the-Job Trainings
Communication Mechanism

We value the views of our employees and have thus provided different communication and complaint channels (refer to Chapter 2.1.1 on Integrity Management) to promote a positive and harmonious relationship between the management and employees so as to create a healthier and safer working environment. In addition, we have also established our "Labor Safety Committee", which meets to resolve major labor-management related issues. For example, due to the implementation of variable work schedule by a number of departments in 2015, the committee called upon relevant departments to go over the details of the new schedule in three meetings. On top of that, we also encourage employees to provide creative suggestions for the Company and in return, they would receive cash reward for their valuable input.

101 Classroom

On June 17 2015, employees from the General Affairs Department proposed the following three creative projects that are now being appraised for acceptance:

  1. 1. To define TAIPEI 101 as Taiwan's highest venue for various events and collaborate with different government agencies by serving as the premise for events such as association gatherings, innovative fair, Michelin Kitchen and so forth to enrich TAIPEI 101's scope of operation.
  2. 2. Publish event schedule on TAIPEI 101's official website and establish the rules of venue usage. In addition, we can also amplify the promotional effect of different events in conjunction with the shopping mall's events to attract more visitors
  3. 3. Design and host TAIPEI 101 Class – by turning TAIPEI 101 into a venue for external instruction and training while designing courses for visitors to better understand TAIPEI 101, lead green lifestyles, being chic on a budget, embracing cloud technology and so forth. Training schedules will be published with online reservations made available to the intended targets. This will enable TAIPEI 101 to head for a future that is cultural, intellectual and emotional.
 

5.3 CUSTOMER CARE

STAKEHOLDERS

TAIPEI 101 is not only a well-known landmark in Taiwan but also a symbol of haute couture, making it a prime choice for headquarters of renowned international corporations and flagship stores for designer brands while being one of Taiwan's most popular shopping mall. However, we are not complacent with these achievements and have been diligently improving our service quality. With professional and outstanding performance, we have managed to satisfy different tenants and customers with their diverse needs by eliminating potential concerns they may have in their operation/visit/shopping experience. In the meantime, we also aim to close the gap between us and our tenants and customers by hosting a variety of events.

5.3.1 Rental Status

The following section will cover the rental status of the office tower and shopping center along with relevant management policies.

Office Tower Rental Status

Tenants in the TAIPEI 101 Tower and the TAIPEI 101 Mall are by and large brands well known both locally and internationally. In order for major corporations to do businesses while enjoying stable development in Taiwan, we offer a variety of professional and thoughtful services and serve as the most reliable support for our tenants so that we may work hand in hand to achieve prosperity and industrial development. The office tower has a leasable area of 181,545.45 m2 and the occupancy rate had already reached 95.8% in 2015.

Office Tower Tenants by Nationality and Floor Area (in percentage)
Office Tower Tenants by Industry (in percentage)

The initial conception of TAIPEI 101 was to build an "Asia Pacific Financial Center", which burgeoned into a mixed-use development project including Grade A offices, a shopping mall and an observatory. And as such, we are well equipped to provide international class building management and equipment for office tower and shopping mall tenants.

We have set up a Service Center on 35F that serves as a window for services such as property management, public area cleaning and consultation for other related affairs. Mail Service in B2 provides postal and parcel delivery services for tenants. In addition, we also have a 24-hour repair and emergency hotline service along with an online work order system to ensure that power, air-conditioning, elevator service and environmental safety can be taken care of promptly and efficiently without hampering the building's day-to-day operations.

In addition to our commitment to serve our international corporate tenants, we have also taken into account other important visitors. And as such, we have set up an information desk in the lobby, where professional reception staffs greet and receive visitors to make them feel valued and respected. The office tower is complete with an observatory restaurant, an international conference center along with various amenities while the shopping mall is equipped with a bright and spacious indoor plaza with a raised ceiling. These venues are available for tenants to receive guests or host relevant events and such fashionable and elegant environment would no doubt create higher value for tenants' business events.

 

Shopping Mall Rental Status

The Xinyi District is the prime retail area in Taipei, and has a cluster effect that draws many international fashion brands to set up shops here. TAIPEI 101 Mall, as the Asian-Pacific fashion landmark, boasts world-class interior space planning and is favored by selective international brands to establish their stores in Taiwan. Sixteen exclusive designer brands at TAIPEI 101 include Breguet, Berluti, AP, JGL, IWC, Versus, Blancpain, Patek Philippe, Vacheron Constantin, STAY and so forth.

As of the end of 2015, there are a total of 196 retail businesses, apparel tailoring service, telecom service, bank, fitness center, car care and detailing service provider along with TWSE's Pressroom at TAIPEI 101 Mall. The shopping mall has a total leasable area of 37,830 m2, with 100% occupancy rate in 2015.

Tenant Management Guidelines

For tenants at the shopping mall, we have established the "Shopping Mall Management Rules" and "Retail Tenant Personnel Education Manual". TAIPEI 101 shall be responsible for the maintenance of cleanliness in the public areas, including the parking lot, staircases and elevators while ensuring the operational safety of the shopping mall. We have also set up a training classroom and counter staff resting room on 3F of the shopping mall for tenants and their employees to engage in training and rest when needed.

To ensure the safety of tenants and customers at the shopping mall, we ask all tenants to adhere with our "Shopping Mall Management Rules" for operations such as store renovation, business operation and daily power usage management and so forth. Not only that, we also request to tenants to manage their business premise, which would be inspected by TAIPEI 101's designated staff (from Mall Property Management Department) and our security personnel during closing hours. Violations will be recorded with (pictures taken) and reported to Mall Property Department, who will then notify the tenant in question to take corrective actions and impose penalty in accordance with the "Shopping Mall Management Rules"after verifying the violation. (For more information on "Shopping Mall F & B Tenant Management Rules" , refer to Chapter 4.2.1 Food Safety).

In addition, we have included a new clause on corporate social responsibilities in our tower tenant regulations in 2015. The clause states: "Both TAIPEI 101 and the Tenant pledge to emphasize corporate social responsibilities. In addition to striving for outstanding corporate management, both parties shall pay attention to social relationship and sustainable environmental protection in pursuit for the sustainable development of the business". For new tenants, the clause on corporate social responsibility has been incorporated into the new standard contract; for existing tenants, the clause has been amended into their original contract in the format of a memorandum. In 2015, 30 of our tenants have signed the agreement.

 

5.3.2 Product and Service Quality and Communication

STAKEHOLDERS

This section will provide further information on the products and services offered by TAIPEI 101 while disclosing the operating mechanisms behind our customer service complaint channels and the results of our customer satisfaction survey.

Outstanding TAIPEI 101 Products

We have set up a souvenir shop at the observatory for the sales of DAMPERBABY (an independent brand that we have created) souvenirs along with other original products featuring various Taiwanese characteristics and elements in order for foreign visitors to buy famous products of Taiwan as keepsakes of their visit.

Supporting Local Products

We support Taiwan's agriculture, especially Taiwan's local fruits. The fruits went through the direct fermentation and transformation by beneficial bacteria to become handmade fruit vinegar that has been brewed for more than 400 days prior to commercial production. The observatory sells the product in the shop so that foreign tourists would get the opportunity to get to know the value and characteristics of local produce. In order to offer foreign visitors a chance to taste Taiwanese delicacies such as pineapple cakes, retro-flavor dried fruits and so forth, we have also set up a special counter in the observatory so that visitors can buy them as souvenirs and help to promote Taiwan's food culture.

  • G4-PR6 (Sale of banned or disputed products)

Sufficient Information Disclosure

All products, be it our own products of consigned products such as stationeries, apparels and so forth, must comply with pertinent product label regulations and disclose complete product information so as to safeguard consumers' rights. Should customers find any issue with our products after purchase, we would determine the cause of the problem and accept returns/exchanges from our customers. All souvenirs sold at the observatory bear their required labels and information pursuant to pertinent regulations, with compliance rate roughly at 100% in 2015. We have sold no products of controversy and there had been no product returns made due to product defects/flaws.

  • G4-PR6 (Sale of banned or disputed products)

Product Safety Inspection

For food products and toys sold at the observatory shop, we ask all vendors to provide reports of inspection conducted by third parties for review. Products must be approved after review before they may be sold at the shop to ensure that no ingredients would cause significant impact on the health of consumers. In 2015, 90% of the products reviewed were found to be compliant; nonconforming products were not permitted for sale at the observatory shop. (For more information, refer to Chapter 4.2.1 Food Safety).

Green Eco-Friendly Product

We take responsibility for the quality and safety of products sold at the observatory shop. Not only that, we have also taken the potential environmental impact of these products into consideration. As far as product materials are concerned, we would give preference to recyclable materials and reusable materials for product packaging. We also encourage our customers to refrain from using packaging materials. (For more information, refer to Chapter 3.3.2 Friendly Products).

 

Cultural Creativity Product Development

For product development, we have worked with local cultural creativity companies for the design of souvenirs. We also display and sell products developed by the National Museum of History, One-stroke Calligraphy Works by Venerable Master Hsing Yun, creative tea bags and Golden Pin Design Award-winning products. We also make an effort to increase the exposure and sales opportunities of our own products on distribution channels such as online malls and airport shops.

Smart Technology Value-Added Services

To increase our overall service quality and customer satisfaction, we have incorporated smart technology applications in our services so that we may provide more interesting and user-friendly services for customers and tourists.

  • Self-service ticket machine and electronic ticket: self-service ticket machines have been installed on 5F to reduce the waiting time for customers in queue. These machines have served 500,000 visitors in a year on average; our electronic ticket features remote wireless notification so that visitors can go to the shopping mall during their waiting time.
  • Advanced audio guide player: featuring augmented reality (AR) technologies, our advanced audio guide player comes with a wearable glass that will enrich visitors' experience while at TAIPEI 101. With corresponding image rendering technology, the audio player is capable of computing the wearer's physical location at TAIPEI 101 and offering real-time presentation of his current location.
  • Smiling Taiwan! Feel it! Love it!" interactive photography: visitors can use our interactive photography equipment to take their photographs at TAIPEI 101 Observatory and the pictures taken will be uploaded to a random corner on the map of Taiwan as shown on the TV wall. This interesting and interactive viewing experience would foster an emotional bond between visitors and Taiwan.
  • QR Code: in light of the prevalence of smart phones, we have incorporated QR codes on various locations and products. Visitors can simply scan the QR codes to view video clips for the corresponding featured location or the QR codes on products to place their orders. Delivery service is also available for product purchases.

Tenant Communication Mechanism

"Appointment with Tenants"

In order to listen to the voices and feedback from our tenants, we have established a quarterly "Appointment with Tenants" system for TAIPEI 101's senior management to directly converse with tenants' senior management in order to facilitate intertenant exchanges and foster a sound model of interactions. In 2015, we held four "Appointment with Tenants" in total and managed to invite Minister of Economic Affairs John Deng to speak and communicate with our tenants' management. The event featured key topics of discussions such as "Taiwan's green energy and green business development" and "Key industry development policies and measures" in order for TAIPEI 101's foreign tenants to better understand the government's policies while enabling the government to hear the voices from the private sector with TAIPEI 101 becoming the ideal platform for communication. A total of 10 shopping mall tenants and 22 office tower tenants attended the event.

Education and Training
  • Tax refund training: our total number of tax refund application in 2015 reached 130,000 entries and the figure reflects the fact that tax refund service has become a service of vital importance for TAIPEI 101. And as such, we host 1~2 training sessions on tax refund that last for 1.5 hours per session for sales personnel at the shopping mall on a monthly basis in the hopes of making the tax return process more convenient and accessible for our foreign visitors.
  • Retail staff training: although retail tenant sales staffs in the shopping mall are not employees hired by us, they are, however, an important medium to convey TAIPEI 101's brand image to customers. In order to provide all customers with the experience of professional and privileged services, we have developed "Shopping Mall Management Rules", "Shopping Mall F & B Tenant Management Rules" and "Retail Tenant Personnel Education Manual" to regulate the service and conduct of the sales staffs. Every day prior to opening, we would conduct a 15 minute briefing with the sales staffs, and we have designed courses for them so as to enhance their sales competence and expression of the shopping mall's image.
 

Channels of Customer Service Complaints – Customer Service System

We believe an ideal system of service should be capable of improving our interaction with customers. And as such, in order to improve our customer service efficacy, listen to customer's voices and handle all suggestions in a transparent manner, we have integrated the service hotlines for the office tower, the shopping mall and the observatory in with an investment of NT$ 3 million. In 2015, our customer service system was officially launched.

Customers can voice their opinions through our official website, email, telephone or drop by in person at the B1 customer service center in the shopping mall. Suggestions submitted between the hours of 9:00 AM through 10:00 PM (regular business hours) would be relayed to relevant departments by email within 24 hours by Mall Customer Service's personnel. To prevent the loss of valuable customer suggestion, customers calling during non-operating hours can leave their message and the customer service representative will prioritize responding to messages left by customers. Results of customer complaint handling are classified into "normal", "important" and "urgent" and relevant units shall respond to the complaint within 24 hours. Expired items will be displayed by the system for active follow-up.

Division (and higher) level supervisors and Mall Customer Service supervisor can access the system at any time to check on cases and analyze data while the Customer Service supervisor can also access recorded data, with all incoming calls recorded for backup. Each week, customer service will submit the customer service weekly report to division level supervisors to keep track of various items. Frequently asked questions from customers have also been compiled into a knowledge-base that can be passed on to new employees.

In 2015, we received a total of 234 customer feedback and 62% of these feedbacks were related to customer complaints. The complaints were promptly addressed by responding to the customers within 24 hours. Each and every case of customer complaint is tracked and processed regularly before it is provided to each unit via email on a weekly basis. This reflects the Company's attention to the quality of customer service that we provide. Apart from complaints, we have also received messages of encouragement and praises that boosted our confidence in improving our service quality. We conduct customer satisfaction survey on a yearly basis and formulate our plans for improvement based on the results. For the results of customer satisfaction survey and corresponding improvement measures, refer to the section on "Service Satisfaction" in this chapter.

  • Our customer service system was officially launched in 2015.
Customer Complaint #1

On March 23, 2015, a TAIPEI 101 Mall Prestige Club Card member made a transaction using credit card at a counter. After providing his signature, the counter staff verified his signature against the back of his credit card and found that the credit card did not show his signature. The counter staff then requested to see his identification but as he signed his name in English, the identification process became rather complicated. Consequently, the staff asked the customer in question to use a different credit card that bore his signature to complete the transaction. As the customer was leaving the counter, he noticed two security personnel standing at the store entrance. He felt as if he was being suspected for credit card fraud and the whole experience had been rather unpleasant for him.

Listen attentively

Our staffs listened attentively to the customer describing the incident and took notes meticulously. While attempting to soothe his emotions, our staffs also thanked the customer for taking the initiative to inform us regarding the incident so that TAIPEI 101 has the opportunity to improve. We also thanked him for his long-term support of TAIPEI 101 Mall.

Investigate

The valuable feedback from the customer was referred to the responsible unit, which contacted the store in question at noon on the same day to learn more about the situation.

Respond

We contacted the customer by phone in the afternoon to explain that the reason for the store to call for the security personnel was for the protection of the store's staff in the event of a credit card fraud. As for the store staff's decision to contact the bank regarding the card holder's identity, the customer was satisfied with how the matter has been dealt with and he expressed his gratitude for TAIPEI 101's involvement in the matter.

Follow-up improvement

We have asked the store manager to conduct further training for the store's staff to prevent similar situations from happening in the future.

 
Customer Complaint #2

On June 14, 2015, a tourist drove his car to the pedestrian sidewalk in front of the office building so that his wife would not be exposed to the rain. The building security did not stop the tourist in question from doing so but chose to take a photograph of his vehicle directly with his mobile phone. As a result, the tourist perceived the reaction as an infringement of his privacy and demanded the security personnel to delete the photograph. Due to the dissatisfactory way the incident was handled, the tourist filed a complaint against the security guard for infringement of privacy.

Listen attentively

The customer service personnel listened carefully to the customer's account of the incident and apologized to the customer in advance. The customer asked to speak with the PR supervisor to file his complaint but as it was not a normal office day, his request was referred to the security supervisor on duty who was not able to address the situation promptly.

Investigate

The customer service personnel notified the Mall Customer Service manager regarding the situation and the manager responded immediately. The security supervisor on duty also responded to Ms. Bai's inquiry by informing her that pertinent regulations require security staff to take photograph as record when vehicles drive onto the pedestrian sidewalk.

Respond

As the security supervisor on duty was very firm in his attitude and less than amiable in his tone, the customer in question became more infuriated. After the Mall Customer Service manager tried his best to placate the customer, the customer eventually left.

Follow-up improvement

Since the customer in question had already learned about TAIPEI 101's SOP and that our customer service personnel assured him that the photograph was only taken for internal purposes and would not be disclosed, the customer accepted TAIPEI 101's apology.

Expression of Gratitude #1

During the evening on May 2, 2015, a customer came to the customer service center on B1 of the shopping mall to inquire about the items and registration for the TAIPEI 101 Run Up event. As he had missed the collection time and that he had missed the notification letter from the Road Running Association as it was directly sent to the spam folder, he wanted to check at the service counter to see if it was possible to verify his registration number. After the customer service personnel carefully checked the records and contacted the Road Running Association for verification, we were able to determine the customer's registration number for the race for the day. And as such, the customer has written a letter to express his gratitude.

In order to thank the customer for making the effort to express his gratitude and encouragement, TAIPEI 101 has responded through our customer service system and thanked the customer in return. We also verified the customer service personnel who assisted the customer on the day of the incident and commended her for her effort. Customers' praise is not only the best motivator that drives us forward but also serves as a critical propellant that inspires customer service personnel to give their best performance.

Expression of Gratitude #2

Typhoon Dujuan ravaged Taipei on September 28, 2015. When Ms. A and her child was walking past TAIPEI 101, the strong wind and pouring rain had caught them off their balance. Ms. A nearly lost grip of her child and was about to panic when TAIPEI 101's security opened the entrance door slightly and invited pedestrians to take shelter from the weather inside TAIPEI 101. The security personnel also guided pedestrians to take the passage from shopping mall basement to the MRT station so they could take the MRT home.

Upon receiving Ms. A's email expressing her thanks for the assistance, our customer service personnel also responded via email to thank her for her letter. At the same time, we had chosen this incident as a case study to commend our mall security personnel and referred the case to the Mall Property supervisor before closing the case in our customer service system.

 

Service Satisfaction

Here at TAIPEI 101, we take our service quality and customer satisfaction very seriously. In addition to conducting satisfaction surveys for our office tower, shopping mall and observatory tenants and customers, we also carry out internal satisfaction survey on the quality of our back-up services (refer to Chapter 4.2.2 Employee Salary and Benefits for more information). Through the different satisfaction surveys, we were able to analyze the respondents' opinions on different aspects of TAIPEI 101, including its products, services, facilities, activities, customer circulation planning and so forth so that we could improve our brand.

  • G4-PR5 (Results of surveys measuring customer satisfaction)
Service Survey
Shopping Survey
 
Ticketing Survey
Marketing Survey

2015 Role Model for Enterprise Innovation

Having received the prestigious "Excellence in Service Award" in the "Best Service of Taiwan" in 2014, we have once again received the 2015 Corporate Role Model Award from the Retailers Association of Chinese Taipei.

Having received the prestigious "Excellence in Service Award" in the "Best Service of Taiwan" in 2014, we have once again received the 2015 Corporate Role Model Award from the Retailers Association of Chinese Taipei.

  • In 2015, TAIPEI 101 received the Corporate Role Model Award from the Retailers Association of Chinese Taipei.
 

5.3.3 Customer Relationship Management

STAKEHOLDERS

Through a series of activities and events, we have endeavored to maintain our relationship with customers. These events include: tenant engagement events, thematic seminars, tenant benefits and VIP events.

Tenant Engagement Events

TAIPEI 101 had hosted a number of networking receptions for key managers of the shopping mall and office tower tenants to participate. For these receptions, we have prepared exquisite meals and beverages as our way of expressing gratitude for the support that our tenants had given us. Through these networking events, we were able to strengthen our bonds with our tenants' senior management and better understand their opinions on TAIPEI 101. Not only that, these receptions also helped to create more opportunities for collaboration. In 2015, we held a total of 3 tenant networking events. The Year-End VIP Reception witnessed the participation of 25 office tower tenants and 16 shopping mall tenants.

List of Tenant Engagement Events

Themed Seminars

In addition, we have also organized seminars on a variety of topics on top of offering space for office tower tenants to host their activities so that they could take advantage of the premium services that our world-class business and office tower have to offer. These activities also presented us with opportunities to find out tenants' view on TAIPEI 101 while helping us to shape a corporate culture with a dash of culture and harmony.

List of Tenant Engagement Events
Tenant Benefits

We have launched numerous special promotions on products sold at the shopping mall for our tenants from time to time and supported special deals on our products.

VIP Events

In 2015, TAIPEI 101 held a total of 20 events between April and December and invited holders of our VIP card to take part. Two of the events were intended for VIP customers of Tales and ROGER DUBUIS. Other events include coffee tasting, wine tasting and courses on illustration, tea appreciation, floral art, print appreciation and so forth. On average, each event has attracted 14 participants and at the end of each event, we conducted a satisfaction survey. Participants' satisfaction for our VIP events was above 90% and their inclination to participate in future events has also exceeded 90%.

 

5.4 SOCIAL PARTICIPATION

STAKEHOLDERS

TAIPEI 101 has striven to become the world's tallest platform of charity. And as such, we have taken actions to care and assist the disadvantaged minorities by functioning as a reliable support for social welfare groups. Through TAIPEI 101's influence, we hope to inspire more enterprises to join our ranks to make our society a better place.

Light Up with Love

In order to draw the general public's attention for specific groups or issues, TAIPEI 101 has often resorted to light-up events in the hopes of appealing to the society to contribute to charity. The following is a list of light-up events we held in 2015, and since the autism awareness day and prematurity day were jointly supported by the Xinyi District Alliance, details of the two events are also provided below.

List of Light Up Events in 2015
Lighting for World Autism Awareness Day – TAIPEI 101 Lights up in Blue Awareness Day

On April 2, 2015, TAIPEI 101 observed the World Autism Awareness Day by changing its lintel light to blue in response to the Autism Speaks – Light It Up Blue event in the U.S. in the hopes of raising the society's awareness for autism. We also advocated taking concrete actions of "respect, support and acceptance" while reminding the general public on the importance of early detection and early treatment for autism. A total of 14 members of the Xinyi District Alliance also lit up their lights in response while another 5 members donned blue ribbon as a show for support.

Lighting for World Prematurity Day – Xinyi District Lights up in Purple

The World Prematurity Day falls on November 17 each year. On this day, renowned buildings in major cities across the world, including the Niagara Fall region, would light up in purple to observe the occasion to raise the awareness for preterm birth. As an international landmark, TAIPEI 101 has not only actively participated in the lights-up purple event but also called on 14 other corporations of the Xinyi District Alliance to join the ranks of supporting World Prematurity Day by lighting up in purple.

Community Investment

Xinyi District Alliance

In 2014, the first step for collaboration among members of the Xinyi District Alliance took place. With TAIPEI 101 calling on the enterprises and office tower proprietors in Xinyi District, we have brought these businesses together to discuss the direction of development that the district should take. By pooling resources, we hope to achieve the greatest synergy for the Xinyi District Alliance. In 2015, in addition to the aforementioned light-ups for World Autism Awareness Day and World Prematurity Day, 25 members of the Xinyi District Alliance also observed the Earth Hour event by turning lights off for an hour on March 28.

  • G4-SO1 (Percentage of operations with implemented local community engagement, impact assessments, and development programs)
Local Communities

TAIPEI 101 Observatory has offered discount vouchers to Xinyi District borough chiefs, who would then distribute the vouchers to residents in their respective boroughs in the purpose of fostering the bond between TAIPEI 101 and residents of neighboring communities. For every 20 visitors, the Observatory would offer free admission for the 21st visitor. In order to expand the scope of our community

 
Miracle of Light Paradise

During the Christmas season in 2015 (from November 2015 through January 2016), we created the Miracle of Light Paradise inside and outside of the building by decorating the northern plaza garden and trees with lights to accentuate the festive atmosphere and attract more visitors.

Remote Communities

TAIPEI 101 has also established a special area to feature Father George Martinson's (from Qingquan Hsinchu) stained glass artworks titled "Faces of Love" at Gallery 101. In addition to offering free exhibition space, we also called upon our tenants and other corporate leaders to take part in the charitable sale. We managed to successfully sell all 17 works with all the proceeds from the sale going towards the reconstruction of remote townships.

Charity Events

In order to fulfill our responsibility as the adopter of the northern plaza, TAIPEI 101 has organized different events to facilitate venue usage and attract more people. In addition, we have also incorporated charity activities into some of the events in the hopes of calling on the general public to contribute to the cause.

  • G4-EC8 (Significant indirect impacts, including the extent of impacts)
Turning Love to Fulfill Dreams – Gentlemen's Night

In 2015, TAIPEI 101 called upon the international boutique brands at the shopping mall, office tower tenants and VIP members to take part in the charity gala "Gentlemen's Night", which drew close to 200 guests to pool the resources of many for optimal results in charitable contribution.

At the event, an auction for classic products for men from five international brand names including TOD'S, dunhill, Shiatzy, a.testoni and TUMI was held. In addition, one bottle of Mortlach X Taipei 101 Limited Edition Design (only 11 bottles available around the world; a special collaboration between TAIPEI 101 and the renowned malt whiskey brewer Mortlach) became the key item in the auction, which raised a total of NT$ 1.62 million. All proceeds from the auction were donated in full to the Association of Humanitarian Architecture.

The Association of Humanitarian Architecture is dedicated to the restoration of historic sites and architectures in remote townships. Driven by the mission to restore old and idle spaces into venues of learning and creation for artists, the Association is committed to delivering resources and creating environments for creative talents of the younger generation to turn their creative ideas into reality.

"Love•Fair" Charity Event

TAIPEI 101 has once again worked with KPMG in Taiwan (an international renowned professional service company) in the organization of the 3rd "Love??Fair" charity event at the Xinyi Hall on 1F of the office tower in an effort to keep the power of love going.

In addition to inviting 13 sheltered workshop, social welfare organizations and social enterprises to set up their booths, all of our tenants at the office tower also took part in the activity. On the day of the event, Minister without Portfolio Feng Yen, Taipei City Government Department of Labor Commissioner Lai Hsiang-Lin, TAIPEI 101 Chairman Chou Te-yu, KPMG in Taiwan Chairman Winston Yu and ROC DownSyndrome Association CEO Lin Mei-Chih to unveil the "Love??Fair" charity event by sounding the Charity Gong. The event drew close to a thousand participants on the day and raised over NT$ 1 million for various social welfare organizations.

 
Starry Utopia

On November 27, 2015, TAIPEI 101 collaborated with Shiatzy Chen (renowned Taiwanese fashion house) for the very first time to host the highest fashion show of the world on 89F of the observatory. Inspired by the concept of "Starry Utopia", the entire venue was designed to be a hanging garden that showcased Shiatzy Chen's 101 apparels for spring and summer. More than 600 VIPs and dignitaries were invited to the event.

Always an avid supporter of charity, TAIPEI 101 has made the special effort to collaborate with Taitung County Healthy Family Cultural Foundation (which has been actively assisting rural townships and children from disadvantaged families in Taitung) to appeal to the guests present to contribute to charity. The organizer also invited celebrity Elva Hsiao as the Ambassador of Love at the event along with other distinguished guests including Taipei City Cultural Affairs Commissioner Ni Chung-Hwa, Madam Chen Ling-Yen (wife of Taitung County Magistrate and CEO of Taitung County Healthy Family Cultural Foundation) and President of the National Palace Museum Feng Ming-Chu to witness the special moment.

Disadvantaged Groups and Charity Groups Visiting the Observatory

TAIPEI 101 cares for the disadvantaged minority and has been making efficient use of resources to contribute to the community by offering free visits to TAIPEI 101 Observatory from time to time for disadvantaged groups such as the elderly in nursing homes, children in orphanages, children from low-income families or people with disabilities so that they may enjoy the beautiful scenery of Taipei. In 2015, we offered free visits to the observatory for 1,118 disadvantaged people, along with another 1,128 visitors at half-price concession rate. The concession was equivalent to a value of NT$ 844,250 in revenues.

TAIPEI 101 and the Vatican Pray for Taiwan – Charity Concert and Lighting Up the Digital Christmas Tree

For our 2015 Christmas celebrations, in addition to the famous eco-friendly Christmas tree, we also incorporated elements of charity by working with the Vatican for the very first time. We invited performing troupes from Hong Kong to celebrate with us on Christmas by having 20 children dressed as angels to light up the brilliant digital Christmas tree in TAIPEI 101. The ceremony symbolized the act of lighting up love and hope for children in poverty around the world and enveloped the venue in an atmosphere of joy and happiness.

For the Christmas celebration in 2015, TAIPEI 101 rallied its employees and tenants to donate Christmas gifts for children in rural townships. We raised a total of close to 800 gifts that were sorted in shoe boxes according to the wish list created by the intended recipients. With tremendous amount of love and generosity demonstrated during the event, the gifts were donated to Taiwan Catholic Mission Foundation, making the Christmas especially meaningful.

  • Participants include: KPMG, Nomura Asset Management Taiwan, ING Bank and artist Kang Mu-Xiang.
Disadvantaged Groups and Charity Groups Visiting the Observatory

TAIPEI 101 cares for the disadvantaged minority and has been making efficient use of resources to contribute to the community by offering free visits to TAIPEI 101 Observatory from time to time for disadvantaged groups such as the elderly in nursing homes, children in orphanages, children from low-income families or people with disabilities so that they may enjoy the beautiful scenery of Taipei. In 2015, we offered free visits to the observatory for 1,118 disadvantaged people, along with another 1,128 visitors at half-price concession rate. The concession was equivalent to a value of NT$ 844,250 in revenues.

 
Blood Donation Day

To support the cause of "A Gift that Saves Lives", TAIPEI 101 has been working with Taipei Blood Center ever since 2008 for the organization of blood donation day. Shin Yeh Restaurant (one of our tenants) also sponsored free red bean soup to encourage tenants and their employees to roll up their sleeves for the benevolent deed. TAIPEI 101 held the blood donation day event in May and September 2015 and collected a total of 332 pouches (in 250cc) of blood.

Art Together

On October 30, 2015, the opening day of Art Taipei 2015, we held an opening press event and invited Taiwan's top auctioneer Jimmy Lu to host a charity auction. All proceeds (NT$ 450,000) were donated in full to South-Link Health Care Promotion Association of Taitung County and hopefully through the establishment of the "South-Link Hospital" Medical Foundation, we would be able to address the problem of medical service shortage in Taitung County.

Love•Art Together

In order to bring greater exposure for the cause of charity, apart from featuring the wild boar artworks by aboriginal artists at the Urban Square on 4F of the shopping mall from October 15 through November 2 2015, we have also planned a special "101 Wild Boar Flash Mob" on October 31 in the hopes of drawing the attention of the general public and encouraging them to contribute more resources towards charity. On the day of the event, 32 volunteers and staffs took part in the activity and we invited special guests such as Presbyterian Minister Lin Ching-Tai (lead actor in the blockbuster movie Seediq Bale), with performance by Taipei City Aboriginal Children's Choir and singer Danubak. The event raised a total of NT$ 248,919, which was donated in full to South-Link Health Care Promotion Association of Taitung County.

  • G4-EC7 (Development and impact of infrastructure investments and services supported)
  • G4-EC7* (Report the extent of development of significant infrastructure investments and service supported)
List of Charitable Investments in 2015
  • Note 1 – donations received from the events were collected from the respective events and the costs are calculated based on the hour of venue rental and duration of the events.