Overview Economy Community People Environment Governance & Risk Disclosure GRI & ADX 29GRI 103-2, 103-3, 203-2 Lean & agile The path to operational excellence First company in Abu Dhabi to have its entire portfolio of hotels endorsed as compliant with the Department of Culture and Tourism’s ‘Go Safe’ certification programme Continuously improving our operational efficiency and embedding responsible ESG practices makes us leaner, reduces risk and gives us the agility we need to deliver on our key strategic themes: customer centricity, digital transformation, operational efficiency, and sustainability. In 2020, we managed to maintain our focus on operational excellence whilst still taking the actions needed to respond to the pandemic. Aldar Development ensured the timely delivery of 91.3% of its development projects, according to our weighted Schedule Performance Index (SPI), by supporting our suppliers in maintaining uninterrupted supplies of resources throughout the COVID-19 period. We also brought forward digital platforms that enabled remote site management and gave access to customers so that they too could monitor, and be reassured by, our construction progress. Aldar Investment also excelled in 2020, achieving 88% occupancy across our investment property portfolio. Initiatives such as payment plans and rent relief programmes enabled our customers and tenants to remain in occupancy despite the pandemic-related financial challenges they faced. We were pleased to share our expertise in this area as a member of the Emirate-wide malls reopening committee, providing critical advice about how to protect shoppers prior to any re-opening. Aldar also launched its Centre of Excellence, a new function that will provide a clear and tangible view of ‘excellence’ and facilitate the journey to achieve it. Its strategy is focused on three aims: To translate strategic objectives and innovations into business process changes that drive digital transformation and people decisions To contribute to effective decision-making across Aldar by embedding transparent, agile and rigorous governance To enhance quality management, embed world class business process management, and be a key driver for a culture of innovation, agility and continuous improvement The project is being rolled out across the business throughout 2021 and will be supported by Centre of Excellence Champions. In one of the most challenging years for the hospitality sector we remained positive and focused our efforts on providing the highest health and safety standards for our employees and guests, implementing around 400 new policies and changes. Giuliano Gasparini Giuliano Gasparini, Sustainability Council Member and Associate Director, Hospitality and Leisure