Overview Economy Community People Environment Governance & Risk Disclosure GRI & ADX 33GRI 103-2, 103-3, 203-2, 413-1 Shopping safely in the pandemic Aldar’s Yas Mall launched a new ‘We Shop for You’ service for Abu Dhabi residents when the pandemic prevented people doing their shopping in person. Originally covering essential items from Carrefour and pharmacies, the service was expanded to cover the entire retail offering. Customers simply photographed what they wanted to buy and shared it on WhatsApp. Goods were sanitised and safely delivered to customers’ homes for free. This innovative, cashless retail solution was a UAE first. With the easing of local restrictions, Yas Mall was the first shopping mall in the UAE to offer contactless customer services. Guests could visit the mall and shop safely from information desks where they were linked directly with customer service representatives in a virtual face-to-face meeting. The representatives could do their shopping in real time, guided by the customer, providing a safe and enjoyable experience. Adding value, virtually, to our customers’ lives during pandemic restrictions Aldar’s property management company, Provis, leveraged its digital transformation programme to support our residents while travel and social restrictions were in place due to the global pandemic. Our cutting-edge solutions allowed customers to manage their properties remotely, as well as keeping them engaged, connected and healthy. Our innovations included 360-degree virtual tours and virtual fitness and entertainment classes. In March 2020, Provis was the first community management entity to offer free virtual classes for residents and the wider community, before safely reintroducing physical classes in August. We also launched a new Provis portal and a Provis app. These initiatives have laid the foundations for business in the post-COVID-19 digital economy. A customer-centric approach Putting our customers first throughout COVID-19