DOING OUR VERY BEST
DURING THE WORST OF TIMES
2 0 2 0 A N N U A L R E P O R T
PHP171.5B
HIGHEST FULL-YEAR REVENUE
IN HISTORY
PHP82.7B
INDIVIDUAL REVENUES
CAPEX AT
PHP71.9B
TO INCREASE TO
PHP88-92B IN 2021
HOME REVENUES
BREAK-OUT IN 2020,
PHP41.4B
ON TRACK FOR 100K PER
MONTH INSTALLS
CONSOLIDATED EBITDA (EX-MRP)
AT ALL-TIME HIGH
UP 7%
51%
MARGIN AT
PHP28.1B
TELCO CORE INCOME
UP BY 4%
PHP41.2B
ENTERPRISE REVENUES
We enabled lives through
the COVID-19 crisis.
We provided continuity
through digital connectivity.
We ignited passions and purpose,
building better for the country.
We are PLDT.
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
PLDT is the largest integrated
telecommunications and digital
services provider in the Philippines.
Through its principal business
segments – fixed line, wireless, digital
and others – PLDT offers the most
diversified range of communications
and digital services across the
Philippines’ most extensive fiber optic,
wireless and fixed line networks.
PLDT is listed on the Philippine Stock
Exchange (PSE:TEL) and its American
Depositary Shares are listed on the
New York Stock Exchange (NYSE:PHI).
PLDT is one of the largest Philippine-
listed companies in terms of market
capitalization.
VISION
Lead and inspire Filipinos to create a
better tomorrow.
MISSION
Empower Filipinos everywhere with customer
focused digital innovations that unlock and
share their infinite potential.
VALUES
Deliver awesome customer experience
Take care of our people
Collaborate to win
Fast is better than perfect
Malasakit
Humility to listen and learn
SUBSIDIARIES
WIRELESS
Smart Communications, Inc. and Subsidiaries
Digitel Mobile Philippines, Inc.
FIXED LINE
Bonifacio Communication Corporation
PLDT Clark Telecom, Inc.
PLDT Global Corporation and Subsidiaries
Digital Telecommunications Philippines, Inc.
ePLDT, Inc. and Subsidiaries
Pilipinas Global Network Limited and Subsidiaries
OTHERS
PLDT Communications and Energy Ventures, Inc.
PLDT Digital Investments Pte. Ltd. and Subsidiaries
PLDT Global Investments Holdings, Inc.
PLDT Global Investments Corporation
2
2
PLDT 2020 ANNUAL REPORT
CONTENTS
04 Comparative Highlights
05 Consolidated Financial Performance Highlights
06 Message from the Chairman, President and CEO
10 PLDT Group Awards and Recognitions
14 The PLDT Group Corporate Milestones
24 The PLDT Group Corporate Social Responsibility
28 People and Culture
32 The PLDT Group Corporate Governance Report
58 The PLDT Group Enterprise Risk Management
62 Board of Directors
65 Advisory Board Committee
66 Executive Officers
70 Officers
71 Financial Review
106 Audit Committee Report
107 Statement of Management’s Responsibility for Consolidated Financial Statements
108 Independent Auditor’s Report
114 Consolidated Statements of Financial Position
116 Consolidated Income Statements
117 Consolidated Statements of Comprehensive Income
118 Consolidated Statements of Changes in Equity
119 Consolidated Statements of Cash Flows
121 Notes to Consolidated Financial Statements
303 Contact Information
COVER STORY
From our front-liners to our leaders, we worked hard during the pandemic.
Despite mobility challenges, we strived to help the nation build back better putting to
work a record capex to strengthen our network infrastructure for our customers.
Amid the extended lockdowns, we enjoined the youth to live their passions and
purpose. As our homes became our shelter during the lockdowns, we kept digital
connections resilient through fiber. As social distancing protocols kept us physically
apart, we kept customers connected. We empowered MSMEs to accelerate their digital
transformations and enabled online platforms to fulfill transactions safely in a pandemic.
Through our CSR programs, we extended our commitment to help our medical
frontliners battling this pandemic and strengthened our support to communities
affected by calamities.
Our customers, our North Star, validate our hard work and commitment during our
nation’s greatest need.
TOGETHER, WE ACHIEVED OUR GOALS.
3
33
COMPARATIVE HIGHLIGHTS
FINANCIAL INFORMATION
2016
2017
2018
2019
2020
(in million pesos, except cash dividends
declared per common share)
Revenues
Service revenues
Non-service revenues
Expenses
Selling, general and administrative expenses
Depreciation and amortization
Cost of sales and services
Interconnection costs
Asset impairment
Provisions
Net income for the year
Core income
Telco core income
EBITDA
164,446
156,394
158,933
150,172
162,914
152,369
8,052
8,761
10,545
169,187
161,355
7,832
181,004
173,634
7,370
139,743
149,422
149,141
129,786
144,822
67,196
34,455
18,293
8,757
1,074
9,968
68,990
51,915
13,633
6,626
3,913
4,345
73,916
47,240
14,427
5,493
2,345
5,720
68,230
39,656
13,429
3,638
291
4,542
75,255
47,480
12,295
2,146
266
7,380
20,162
27,857
13,466
27,668
18,973
25,855
22,786
25,111
24,580
27,129
21,015
23,576
24,047
27,080
28,087
61,161
66,174
64,027
79,815
86,158
Property and equipment, carrying value
203,188
186,907
195,964
232,134
260,868
Capital expenditures
Short and Long-term debts
Net Debt
42,825
185,032
40,299
172,611
58,490
72,871
176,276
192,556
143,572
138,632
123,457
167,873
Equity attributable to equity holders of PLDT
108,175
106,842
112,358
111,987
Cash dividends declared per common share
71,904
222,765
180,386
115,408
out of the earnings for the year
77
76
72
75
78
OPERATING INFORMATION
Number of mobile subscribers
Number of fixed line subscribers
62,763,209 58,293,908 60,499,017
73,118,155
72,933,839
2,438,473
2,663,210
2,710,972
2,765,209
3,042,815
Number of broadband subscribers
1,720,753
1,950,881
2,025,563
2,161,484
3,090,118
Fixed Wireless
Fixed Line
Total number of subscribers
Number of stockholders
Number of employees:
Wireless
Fixed Line
270,203
237,354
213,526
230,151
816,516
1,450,550
1,713,527
1,812,037
1,931,333
2,273,602
66,922,435 62,907,999 65,235,552 78,044,848 79,066,772
11,774
18,038
7,343
10,695
11,712
17,779
7,042
10,737
11,658
17,222
6,332
10,890
11,596
18,784
5,907
12,877
11,575
18,848
5,783
13,065
4
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
CONSOLIDATED FINANCIAL
PERFORMANCE HIGHLIGHTS
SERVICE REVENUES
(in billion pesos)
SUBSCRIBER BASE
(in millions)
2019
2018
2017
2016
2020
2019
2018
2017
2016
2020
2019
2018
2017
2016
2020
95.7
88.3
80.3
86.2
98.4
77.9
73.1
71.0
1.1
62.8
1.2
173.6
161.4
152.4
150.2
57.3
0.7
156.4
2020
2019
2018
2017
2016
72.9
73.1
3.1
3.1
79.1
2.8
2.1
78.0
60.5
2.7
2.0
58.3
2.7
1.9
62.8
2.4
1.7
65.2
62.9
66.9
0 20 40 60 80
100 120 140 160 170
0
10
20 30 40 50 60
70 80
WIRELESS
FIXED LINE
OTHERS
MOBILE
FIXED LINE
BROADBAND
EBITDA
(in billion pesos)
CASH FLOW FROM OPERATIONS
(in billion pesos)
86.2
79.8
64.0
66.2
61.2
2020
2019
2018
2017
2016
0
10
20 30 40 50 60
70 80
0
10
20 30 40 50 60
70 80
TELCO CORE INCOME
(in billion pesos)
MARKET CAPITALIZATION
(Year-end, in billion pesos)
28.1
27.1
24.0
23.6
21.0
2020
2019
2018
2017
2016
0
5
10
15
20 25
30
0
100
200
300
400
5
85.1
69.4
61.1
56.1
49.0
289.5
213.5
243.1
319.8
294.9
PLDT 2020 ANNUAL REPORT MESSAGE FROM THE CHAIRMAN,
PRESIDENT, AND CEO
We ignited
passions and
purpose.
TO MY FELLOW SHAREHOLDERS,
After having survived and thrived
extraordinary circumstances due
for a year under the most
to the COVID-19 pandemic, I write this
Report to you with a most profound sense
of gratitude. The Good Lord, who has kept
us safe and strong in our darkest days, has
also given the Company – our people the
opportunity to deliver, in our finest hour:
give Filipinos a sense of continuity and
normalcy at a time of uncertainty through
digital connectivity.
Malasakit embodied, enabling customers
I salute and commend our people, particularly our
frontliners – our field personnel in the networks, installs
and repairs, our sales groups, for their relentless
commitment to deliver our service, as demand for
connectivity soared to unprecedented levels. On top of
health risks, the stiffest of quarantine measures restricted
movement of materials and people, testing our mettle,
adding to the insurmountable challenges. But deliver our
people did, soonest the restrictions came off, doubling
down on the tasks on-hand with their PPEs on, resolving
a huge chunk of the backlog before the year was out.
True to form to the way we have embodied malasakit
(concern), we helped where our customers needed
us the most. Aside from offering data speed boosts,
heftier data allocations and free access to vital COVID-19
information sources, the Company granted payment
relief, adjustments and reprieves in the second half of
2020, helping customers manage financial burdens built
up during the lockdowns.
Exactly one year ago in my Report, I wrote saying the
circumstances that our Company now operates have
vastly departed from the normal. One year on, the
Company now thrives as a source of hope, direction, and
definition of new normal – or as they say, next normal:
where people work and learn in a hybrid setup, and
where digital connectivity enables reinventing jobs to
replace those lost in the pandemic.
Our Company enabled customers to work and study
from home, pay bills and do business online, spurring
entrepreneurs and creating new opportunities in the
disruption. Our digital innovations unit PayMaya
Philippines, Inc. has seen more Filipino business owners
and casual sellers embrace online payments as a key
component of doing business under the new normal.
6
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS “I salute and commend our people, particularly our frontliners
– our field personnel in the networks, installs and repairs, our
sales groups, for their relentless commitment to deliver our
service, as demand for connectivity soared to unprecedented
levels. On top of health risks, the stiffest of quarantine measures
restricted movement of materials and people, testing our mettle,
adding to the insurmountable challenges. But deliver our people
did, soonest the restrictions came off, doubling down on the
tasks on-hand with their PPEs on, resolving a huge chunk of
the backlog before the year was out.”
Executing network upgrades, on record capex
These could not have happened without the
unrelenting commitment of our people to carry
upgrading our network, serving repairs and installs,
and strengthening our IT infrastructure, as soon as
quarantine measures relaxed in mid-2020.
Despite mobility challenges posed by the COVID-19
lockdown, network upgrades made up bulk of the
record Php 71.9 billion capital expenditures for all of
2020. This brings total capex over the last 10 years
to a record Php 460.7 billion. 2020 merely reinforced
what we had believed all along: that the investments
we put to work over the past decade to strengthen
our network infrastructure and improve customer
experience have put us in a prime position to deliver,
against the backdrop of unprecedented circumstances,
a service that has become essential in a pandemic:
digital connectivity. For this year, the Company has
committed to invest a record capex of between
Php 88 billion and Php 92 billion.
As per the Company’s financial and operating results
for 2020, PLDT’s Consolidated Service Revenues (net
of interconnection costs) rose 9% to a record Php 171.5
billion, the highest full year revenue ever attained, led
by data/broadband demand.
Consolidated EBITDA hit an all-time high, growing
7% year-on-year to Php 88.8 billion, excluding MRP
(Manpower Reduction Program) expenses, driven by
higher service revenues.
PLDT’s Telco Core Income (which excludes the impact
of asset sales and Voyager Innovations) climbed 4%
to Php 28.1 billion, while Reported Net Income (which
includes exceptional costs) jumped 8% to Php 24.3
billion.
Delivering data, on-the-go or at home
The record investment into the network enabled the
Company to serve robust demand for mobile data.
Revenues from mobile data accounted for 75% of total
revenues in 2020. The Consumer Wireless business
sustained double-digit year-on-year revenue growth
since 2018, driven by data.
Data/broadband revenues also accounted for the bulk,
or 70%, of total Enterprise service revenues. Despite the
challenges posed by COVID-19 to businesses, the pickup
in the acceleration in digital transformation of corporates
and MSMEs kept Enterprise revenues steady with a 5%
growth rate for 2020. Enterprise foresees hyperscalers
lifting revenues this year, led by ePLDT’s data centers.
On the other hand, increased demand for connectivity
for work-from-home, online learning and streaming
propelled Home to post a record 11% increase in revenues
year-on-year. Data/broadband revenues now account
for 80% of Home revenues. While initially hampered by
quarantine restrictions, PLDT’s Home business has since
almost doubled its installation capability as of January
this year and is on track to further accelerate this
pace. The extensive nationwide fiber rollout, along with
increased installations, helped serve increasing demand.
Average monthly gross installs reached 73,500 in the
second half of 2020, nearly double that of the 43,100
installs recorded in the first half. Home aims to ramp up
the installs to 100,000 per month.
Execution as key
All told, data/broadband now accounts for 73% of
our total revenues. Enabling this unprecedented
demand for data/broadband, is our record network
build out. Carried out in a pandemic year, the numbers
reflect the remarkable execution on ground. PLDT’s
fiber infrastructure, the most extensive in the country,
is now at more than 429,000 kilometers. This fiber
infrastructure supports Smart’s 5G, 4G, 3G and 2G
networks, which cover 96% of the population and are
present in 95% of cities and municipalities.
7
PLDT 2020 ANNUAL REPORT As of December, Smart has also increased the number
of its base stations to over 59,000, increasing the
number of base stations by 20% compared to end-
2019. Smart has also rolled out additional 5G sites as
it accelerated its 5G commercial services nationwide.
Committed to improving our level of customer
experience, we carried on with our commercial 5G
rollout, in strategic sites in Metro Manila, Boracay,
Cavite, Cebu, Davao, Iloilo, Laguna, New Clark City in
Pampanga, and Rizal.
Smart recently fired up 5G in Malacañang Park, where a
recent internal test using a Smart 5G-certified handset
showed Smart 5G speeds breach 720 Mbps, testament
to our commitment in providing a superior data
network for our customers. These latest developments
are part of Smart’s strategy in deploying 5G across
the country. Smart, which launched its 5G service
commercially in July, was the first to roll out Smart 5G
nationwide.
In December, Smart unveiled its new Signature 5G
Plans, which are specially designed with generous
data allocations to unlock the capabilities of Smart
5G’s superfast speeds, ultra-low latency, and higher
efficiency. Smart also recently upgraded its Smart
Signature SIM-Only Plans by exclusively bundling them
with a Netflix Mobile Plan subscription, providing better
experience to customers and more relevant content.
Passion and purpose, customer as North Star
Latest analyses from international user-based studies
reinforce our commitment to delivering superior
customer experience. According to Ookla®, citing
improved Speed Score™, PLDT-Smart has been
recognized the fastest fixed and mobile networks in the
Philippines for 2020. A separate report by Opensignal
reveals the Philippines posting the most improved 5G
video experience, among the most improved in 5G
download speed. Smart this year commits to fast track
5G deployment, making the country’s fastest mobile
network even faster with 5G.
Our relentless network upgrades and strengthening
of our IT infrastructure lead us back to our collective
compass throughout this disruption: to our North
Star – our customer. Delivering better customer
experience entails delivering relevant content and
offers, helping customers pursue their passions and
purpose. To this end, the Company recently teamed
up with Grammy-nominated music act BTS to
headline its banner ‘Live Smarter, Live with Purpose’
2021 campaign. The partnership intends to showcase
BTS’ support of Smart’s goal to inspire the Filipino
youth to live their lives with passion and purpose.
Smart has also expanded its current suite of GIGA
offers. In addition to GIGA Video, GIGA Stories,
GIGA Music, and GIGA Games, which come with
data dedicated for consumer passions, plus open
access data for other online activities, Smart has also
launched GIGA K-Video, which allows Smart prepaid
subscribers to enjoy ad-free streaming and unlimited
downloads of K-dramas via the VIU Premium video
streaming platform.
Doing good, leveraging good business
The Company leveraged on its strengths to help
those in most need in the pandemic. We enabled
learning communities to #LearnSmart, providing
access to technology, connectivity, content and
pedagogy. We democratized access to technology
and connectivity to support distance learning through
School-in-a-Bag, providing much-needed access to
laptops, tablets and connectivity, all pre-loaded with
learning apps and multimedia content.
We also provided a flexible and inclusive strategy
that is both disaster- and pandemic-resilient
through the Central Visayan Institute Foundation-
Dynamic Learning Program or CVIF-DLP, ensuring
that the teaching and learning process carries on.
Recognizing the effectiveness of CVIF-DLP, the
DepEd endorsed it as a Flexible Learning Option, and
the content as supplemental learning material. Since
October, CVIF-DLP learning activity sheets can be
downloaded for free from DepEd Commons.
8
8
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS The Company has also helped farming communities
with #FarmSmart ICT interventions to nurture
their livelihood at a time of disruption. We have
enjoined both our employees and the public to
#BuyLocalBuySmart. The program has helped Filipino
rice farmers, generating sales that have gone into a
sustainability fund helping with the next cropping
season.
The Company also mounted unprecedented relief
work in a time of a pandemic, delivering aid to
Filipinos affected by a series of devastating weather
disturbances, including Super Typhoon Goni, the
world’s most powerful tropical cyclone in 2020. A
record number of relief packs were distributed to
heavily impacted communities across Luzon in the last
quarter of 2020.
Also launched during the period, together with PLDT-
Smart Foundation, PayMaya and the local governments
of typhoon-hit Marikina and Rizal in Metro Manila and
in the provinces of Cagayan, Isabela and Camarines
Sur, was a cash-for-work program, allowing families
immediate livelihood opportunities to help them
recover and rebuild. Smart has also put up free calls,
free charging, and free Wi-Fi stations in various parts of
Marikina City, Montalban, Albay, Camarines Norte, and
Camarines Sur.
PLDT-Smart as ONE: transform and perform -
together
One of the better instructive ironies of the COVID-19
pandemic has been its unifying attribute compelling
our people to rise to the occasion and deliver at a
time we were all most socially distanced. In the end,
we ourselves benefited from the service we provide
our customers. We can only continue to benefit from
our newfound ways of working, if we transform and
perform – together.
Outlook
The lessons of 2020 have only strengthened my resolve
to believe that we have done right, and that we can only
do better, by building on the gains we made in a year
a pandemic disrupted and leading us to pivot quickly
enough to thrive and serve.
As this goes to press, the Company is in the midst
of reviewing our COVID-19 vaccination program. My
commitment remains steadfast: we will take care of our
people and their families first, particularly our frontliners
in the field and at home. I am affirmed by what I have
always believed to be true: our people have been key
to carrying out the unprecedented work done during
the pandemic, and our people will be the key source of
stability and growth as we emerge from the pandemic.
While the country’s economic outlook remains uncertain
for 2021, what remains certain is that keeping people
digitally connected is what will keep us relevant in the
new normal. We will be there where our customer
needs us: whether they are on the go on their mobile
phones, or at home, streaming on our fiber connection.
Our service will be ubiquitous – seamlessly keeping our
customers connected from wireless to fiber.
With the entry of new players in the industry, 2021 also
brings heightened competition in the telco landscape.
We welcome the diversity that competition brings.
We are challenged to perform better, by serving our
customers best. Pivoting and performing through the
COVID-19 pandemic have prepared us for what is to
come. We will prevail.
As the global pandemic carries on in 2021, I wish to
thank our shareholders for the continued trust, our Board
of Directors for the wise counsel and guidance, our
Management and Staff, for the unwavering perseverance.
I am reaffirmed by the unprecedented strides made in
2020; I ask only for your commitment to stay united and
resolute, as we journey with our customers to the new
normal.
MANUEL V. PANGILINAN
Chairman of the Board, President and Chief Executive Officer
“ One of the better instructive ironies of the COVID-19
pandemic has been its unifying attribute compelling our
people to rise to the occasion and deliver at a time we were
all most socially distanced. In the end, we ourselves benefited
from the service we provide our customers. We can only
continue to benefit from our newfound ways of working, if
we transform and perform – together.”
9
9
PLDT 2020 ANNUAL REPORT THE PLDT GROUP
AWARDS AND RECOGNITIONS
10
10
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS We celebrated
recognitions
together.
Amid the COVID-19 pandemic, the lifeline
that kept communities functioning was
communications. We continue to connect and
empower Filipinos everywhere, as it is our
core business and our key contribution to our
country and people.
These are testaments to our commitment in
providing a superior data network, the most
relevant content, and the appropriate solutions
and services to our customers, thus making the
experience better than anyone else can offer.
11
11
PLDT 2020 ANNUAL REPORT OOKLA Awards
• Fastest Fixed Internet Award Philippines
Q3-Q4 2020 – PLDT
International Financing Review (IFR)
Asia Awards 2020
• Country Award for Philippines’ Best Capital Market Deals
• Fastest Fixed Internet Award Philippines
- PLDT’s US$600M dual-tranche bond
Q1-Q2 2020 - PLDT
• Fastest Mobile Network Award Philippines
Q3-Q4 2020 – Smart
• Fastest Mobile Network Award Philippines
Q1-Q2 2020 – Smart
Opensignal Awards
• 4G Coverage Experience award (PH) – Smart
• Video Experience Award – Smart
• Download Speed Experience Award - Smart
• Upload Speed Experience Award - Smart
• 4G Availability Award - Smart
World Benchmarking Alliance - Digital Inclusion
Benchmark (London, UK)
• #1 Leading Company in Asia and Emerging Markets
• #4 in the Top 100 Influential Digital Companies Worldwide
Asia Communication Awards 2020 (Singapore)
• Best Crisis Response - #StaySmart COVID-19 Response
• Finalist: CEO of the Year - Alfredo S. Panlilio
• Finalist: Best Network Transformation Initiative - Smart
Communications
• Finalist: Best Social Contribution - Digital Farmers
Program
World Communication Awards 2020 (London, UK)
• Highly Cited: Best Mobile Operator in an Emerging
Market - Smart Communications, Inc.
International Sustainability Awards 2020 (NJ, US)
• Sustainability Initiative of the Year - PLDT-Smart Gabay
Kalikasan
The Asset Triple A Sustainable Capital Markets
Country Awards 2020
• Best Corporate Bond - Philippines
- PLDT’s US$600M dual-tranche bond
GSMA Report: Digital Dividends in Natural Resource
Management (London, UK)
• Featured Case Study - Connected Mangroves Rainforest
Connection
METRO ETHERNET FORUM
• MEF 3.0 certification – PLDT
Pacific Telecommunications Council
(PTC) Awards 2020
• Outstanding Applications Company - PLDT Global
Corporation
• Outstanding Customer-Facing Innovation: PLDT Global
Corporation
Asus for Business Share 2020:
Dealer Gathering Awards
• Chromebook Top Growth Award – ePLDT
Microsoft Philippines Partner Awards
• Tech Intensity Award – ePLDT
• Para sa Bayan Award – ePLDT
Microsoft
• Microsoft Top CSP Direct Providers in the Philippines -
ePLDT
• Number 1 Telco Cloud Solutions Provider (CSP) in the
Philippines - ePLDT
• Silver Competency for Security - ePLDT
• Silver Competency for Enterprise Mobility Management -
ePLDT
• Silver Competency for Messaging - ePLDT
Cisco Philippines Partner Appreciation Awards
• Small Business Partner of 2020 - ePLDT
• Software Partner of 2020 - ePLDT
• Tier 2 Partner of the Year – ePLDT
Checkpoint Partner Xchange Awards
• Top Partner of the Year for 2020 - ePLDT
• Partner of the Year for New Customer Acquisition -
ePLDT
Fortinet Year End Thanksgiving for Partners
• Retail Partner of the Year Award - ePLDT
SAP
• SAP Top Partner Award for 2020 - AGS (ePLDT
subsidiary)
PLDT – COMPANY OF THE YEAR
SMART - 1ST RUNNER UP COMPANY OF THE YEAR
18TH PHILIPPINE QUILL AWARDS
12
12
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
55th Anvil Awards
• Platinum Anvil Awardees
- Gabay Guro Grand Gathering
• Gold Anvil Awardees
1. Gabay Guro Grand Gathering
2. PLDT Enterprise’s Hot Joe Online
3. #VoxNow Talks: An Employee Forum on Cyberbullying
for PLDT
4. Digital Farmers Program
5. LearnSmart Apps (Program): Enhancing Mother
Tongue-Based Learning
6. Safe PH for Smart Millenniors
7. FindHer online series
8. TNT Giga Video 50 Summer Campaign
• Silver Anvil Awardees
1. PLDT Global’s 12/12 Free Bee Day
2. PLDT Global’s Free Bee “’Nay, ’Yan Ay Pangako”
3. PLDT At Your Service
4. The Round Up
5. PLDT-Smart Omega
6. PLDT Enterprise’s Philippine Digital Convention 2019
(Digital Grounds Tour)
7. Smart Free Roam Chat
8. Smart Giga with Video Every Day
9. LearnSmart Apps (Tools): Improving Literacy and
Preserving Local Culture
10. ONEBoarding: A Digital Onboarding Experience for
New Hires
11. PLDT-Smart Netflix Stranger Things Partnership
12. Sun Prepaid Para Nimo Cebu
13. The Good Fiber: PLDT 2018 Sustainability Report
14. TNT Free YouTube For All
15. TNT SurfSaya Campaign
16. TNT Tropang Ready
18th Philippine Quill Awards
I/ABC Philippines
Company of the Year - PLDT Inc.
Company of the Year 1st runner-up
- Smart Communications, Inc.
Top Division Award for Communication Management
- CVIF-Dynamic Learning Program “Learning by Doing -
Creating independent learners for nation-building”
Top Division Award for Communication Training and Education
Nominee - Smart Creator Programs
10. Love comes in all shapes, sizes, and paws with PLDT’s
#ComeHomeToLove for Valentine’s Day
11. Mother Tongue-Based Apps for enhancing literacy and
preserving local culture
12. PLDT Enterprise Day Zero
13. PLDT Enterprise Focus Campaign
14. PLDT Enterprise Pasasalamat Night Manila 2019
15. PLDT Home Fibr-powered Esports in the Philippines
16. PLDT Home Mother’s Day - Ako Naman, Ma
17. PLDT Home powers the 2019 Kadayawan Festival
18. PLDT-Smart Gabay Kalikasan AVPs: Paperless Billing
and Clean The Cloud
19. School-in-a-Bag: Leveraging Partnerships for Education
20. Simple, Smart Ako
21. Smart at the 30th SEA Games: Connectivity and
Nation-building by Supporting Athletes
22. Smart Communities and the UNSDGs: Technology for
GOOD, Technology for Development
23. Sunrise Run by Sun and PLDT Enterprise
24. The Round Up: A Digital News Show of PLDT and Smart
25. TNT Big Bente Campaign
26. TNT Free YouTube For All campaign
Merit Awards:
1. #NoLearnerLeftBehind Education for all in the New
Normal web forum
2. CyberSmart Caravans: Promoting Cyber Security and
Safety among Teachers and Students
3. Digital Catechism: Heritage Tour Series
4. Free Bee Paskong Pinoy
5. Gabay Guro program: Building the Nation, One Teacher
at a Time
6. Gabay Kalikasan omnibus campaign
7.
In Good Company: PLDT Group 2019 Sustainability
Report
8. LearnSmart Apps Program: Enhancing Mother Tongue-
Based Learning Through Collaboration and Innovation
9. MUSIKALAYAAN Para sa Global Pinoys
10. PLDT Enterprise Beyond Fiber
11. PLDT Enterprise Everyday Stories of Real IMPACT
12. PLDT Enterprise Ignite
13. PLDT Enterprise Philippine Digital Convention 2019
14. PLDT Enterprise Tech Talk ON-AIR
15. PLDT Home #StayHomeSeries
16. PLDT Home StayHome Campaign: Turning quarantine
time to quality time powered by the strongest
connections at home
Top Division Award for Communication Skills Nominee - PLDT
17. PLDT Home Wifi Prepaid: Leveling Up Students’
Home “Dear Pa” Father’s Day campaign
Education Through Connectivity
Excellence Awards:
1. An Annual Tribute to Filipino Teachers: Gabay Guro Grand
Gathering
18. PLDT Home’s Mother Hood Series: Celebrating All Kinds
of Moms
19. PLDT-Smart Cyber Security Awareness Campaign for
Employees
2. Are you a Data Privacy Hero or Sidekick? PLDT Data Privacy
20. Power Over Plastic Company-wide Ban on Single-Use
e-Learning Program
Plastics
3. CVIF-Dynamic Learning Program (Change Communication
category)
4. CVIF-Dynamic Learning Program (CSR category)
5. Digital Catechism: Road to PH’s 500 Years of Christianity
6. Digital Farmers Program: Empowering Farmers through Mobile
and Internet Literacy
7. Free Stories for All with Smart Giga Stories
8. Learning to Naks! Empowering Filipino students to be the
‘Bida’ with PLDT Home Prepaid Wifi
9. LearnSmart eLearning Sessions - Ensuring Continued Learning
during a Pandemic
21. Safe PH for Smart Millenniors
22. Smart Giga Mania
23. Smart powers National e-Sports Team: A new
generation of Filipino athletes
24. SWEEP: Digital Shift for Future Ready Schools
25. TNT Giga Stories campaign
26. TNT Giga Video 50 Summer Campaign
27. TNT Tropang Ready Batch 2: Disaster Preparedness for
the Youth
28. Vox Now
13
13
PLDT 2020 ANNUAL REPORT
THE PLDT GROUP
CORPORATE MILESTONES
1414
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS We kept
everyone
connected.
“Napaka-importante na maging konektado
sa pamilya, lalo na sa nanay kong OFW sa
Japan na napahiwalay sa amin. Tanging
komunikasyon lamang ang nagbubuklod
sa amin para mapalakas ang isa’t-isa.”
“ It is crucial to stay connected to my family,
especially to my mother who is an OFW in Japan
and is living away from us. Communication is the
only thing that allows us to bond and encourage
each other to remain strong.”
- MayMay Entranta
Celebrity and Free Bee ambassador
15
15
PLDT 2020 ANNUAL REPORT We empower
the digital
lifestyle.
When the Covid-19 pandemic reached the Philippines in 2020, people were suddenly
restricted to their homes, cloaked in uncertainty and isolation. It fell to telcos to keep
people connected to their friends and families, whether it be by data, voice or text.
It was a distressing situation which PLDT and Smart tried their best to assuage by connecting
people and institutions by providing support in the form of hotlines, devices, mobile load, among
others. The challenges remain but PLDT and Smart are there alongside - to serve, connect, and
assist people during these trying times.
REALIZING LIFE’S PASSIONS AND PURPOSE
Network Superiority
In the face of difficulties posed by the
COVID-19 lockdowns, Smart further
expanded the reach and capacity of
its LTE network, enabling the network
to serve the increased data demands
of the ‘new normal.’ To date, 99% of its
sites nationwide are already on LTE.
To address the increased level of data
usage, which was accelerated by the
lockdown, Smart boosted the capacity
of its LTE network throughout the
country by reallocating its assigned
1800 MHz frequencies from 2G to
4G/LTE. As a result, more than 3,700
base stations of Smart have also been
providing additional capacity for its
LTE network.
Smart also rolled out its LTE network
to far-flung areas, including Pag-Asa
Island in the municipality of Kalayaan
in the West Philippine Sea -- the
country’s most remote cell site. It has
also upgraded to LTE all its existing
cell sites in the Visayas, after firing
up its cell site in Barangay Tucdao in
Kawayan, a fifth-class municipality in
the island province of Biliran.
Leader in 5G
Smart’s mobile networks, now cover
96% of the population and is available
in 95% of the country’s cities and
municipalities.
In July, it launched its 5G service
commercially and is also the first to
roll out Smart 5G nationwide. These
include key areas in Visayas and
Mindanao such as Boracay, Cebu,
Iloilo, and Davao; urban areas like the
Makati Central Business District (CBD),
Bonifacio Global City CBD, Araneta
City, Mall of Asia Bay Area, North
Avenue in Quezon City, Taft Avenue in
Manila, Ortigas CBD, New Clark City in
Pampanga, EDSA; strategic locations in
the provinces of Cavite, Laguna, Rizal,
and the cities of Manila, Quezon City,
Makati, Taguig, Pasig, Mandaluyong,
Marikina, Paranaque, Valenzuela,
Caloocan, Navotas, San Juan, and
Pasay.
It fired up 5G at the Gariath Concepts
esports venue in Quezon City, the
first 5G-powered esports hub in the
country, and at the TV5 Media Center
in Mandaluyong City, the first 5G Media
City. It also brought the country’s
first 5G-powered sports broadcast to
the Philippine Basketball Association
(PBA) in Clark Freeport in Pampanga.
Passions and Purpose: Smart
powers GIGALife
In 2020, Smart launched its GigaLife
App for prepaid and postpaid
subscribers to enable them to manage
their subscriptions more seamlessly.
To further support its customers’
passions, Smart expanded its current
suite of GIGA offers by launching GIGA
Pro, Smart’s biggest prepaid data
pack for heavy data users; GIGA Work
and GIGA Study, which provide data
allocations for work collaboration tools
and learning apps, specifically tailored
for employees’ online productivity
needs and students’ online education
needs; and GIGA K-Video, which
allows Smart prepaid subscribers to
enjoy ad-free streaming and unlimited
downloads of K-dramas via the VIU
Premium video streaming platform.
Smart also unveiled its new GigaPoints
rewards program, which offers a
simpler and easier way to earn,
accumulate, and redeem exclusive
treats through the GigaLife App.
Prepaid subscribers of Smart and TNT
can start earning GigaPoints with a
minimum Php99 spend on top-ups or
by registering to their favorite GIGA
promos.
16
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS GigaFest virtual events
Smart has also maximized its LTE
network to deliver a variety of online
events to its subscribers across the
country this year.
With GigaFest, Smart has showcased
world-class entertainment, e-sports
tournaments, and other digital
innovations. This includes live events
featuring local and international
artists such as Dua Lipa’s Studio 2054
Digital Concert and Ellie Goulding’s
The Brightest Blue Experience Online,
KCON:TACT 2020 virtual festival, 808
Land, iHeartRadio Music Festival,
iHeartRadio Jingle Ball, the much-
anticipated 2020 Mnet ASIAN MUSIC
AWARDS (2020 MAMA), Asia’s biggest
awards ceremony, and the New Year
Countdown at the Grand Hyatt with
the Green Ball Drop.
Smart Powers eSports
The pandemic did not hinder Smart
from becoming more active in
supporting the country’s esports
industry as it launched several online
tournaments like the Mobile Legends
Professional League and the Mobile
Legends Pro League – Invitational,
among others.
It launched the Free Games for All
promo, which allowed Smart and TNT
prepaid customers to access their
favorite mobile games like Mobile
Legends, Clash of Clans, Arena of
Valor, Clash Royale, and the newly
added mobile game to its roster –
Call of Duty Mobile.
Smart also held one of the biggest
events for the domestic esports scene,
Siklab Saya.
PLDT and Smart Ignite
Filipinos’ passion for
basketball in pandemic
Smart reignited the fans’ passion for
hoops with the launch of the NBA.
Smart portal. Avid viewers of the
international league were able to
watch NBA TV live from the Orlando
bubble in the safety of their homes.
NBA.Smart is part of Smart’s exclusive
multi-year partnership with the NBA
aimed at making NBA content more
accessible to millions of Filipinos.
In 2020, Smart announced its global
partnership with FIBA, where Smart 5G
technology will play a vital role in the
events leading up to and during the
much-awaited FIBA Basketball World
Cup 2023, which will be co-hosted by
the Philippines, Japan, and Indonesia.
Enabling Entrepreneurship,
Learning and Governance
COVID-19 command centers of
national and local government
agencies received communication
support from PLDT and Smart in the
form of hotlines, pocket mobile WiFi
units, smartphones, SIMs, e-load and
Infocast—PLDT-Smart’s SMS-broadcast
platform. Free fiber-powered, carrier-
grade WiFi was installed in key
COVID-19 facilities nationwide, among
them the Department of Information
and Communications, Department of
Science and Technology, Department
of Transportation, the Philippine
General Hospital, and the Research
Institute for Tropical Medicine.
The telcos’ partnerships with
government units enabled PLDT,
Smart, and TNT subscribers to reach
for free the 1555 COVID-19 Hotline,
the 911 Emergency Hotline and 8888
Citizens’ Complaint Center. Customers
also enjoyed free access to websites
of government organizations such
as the Department of Health (DOH),
the DOH NCOV Tracker, Philippine
Information Agency, National Disaster
Risk Reduction and Management
Council, Staysafe.ph, the Department
of Social Welfare and Development aid
distribution website, the Department of
Education (DepEd) Commons, as well
as major news agencies.
No Learner Left Behind
In 2020, a total of 86 School-in-a-
Bag portable digital classroom kits
were deployed by Smart to DepEd
schools nationwide, 15 of which
went to DepEd in support of the
agency’s Basic Education Learning
Continuity Plan. The kits are designed
to support distance learning, even in
remote areas without electricity and
internet connectivity. Many of the
kits were donated in partnership with
organizations such as the Protect
Wildlife project of the United States
Agency for International Development
(USAID).
Smart also enabled free access to the
resource materials under the Central
Visayan Institute Foundation-Dynamic
Learning Program (CVIF-DLP), made
available via DepEd Commons at
www.commons.deped.gov.ph. The
ready-to-use Junior and Senior High
School Learning Activity Sheets were
developed by the CVIF. Supported by
Smart and PLDT-Smart Foundation
(PSF) for over a decade, CVIF-DLP
is one of only three DepEd-endorsed
supplemental learning materials for this
school year.
#SafeandSmart
To maintain the resiliency of its
network, quickly repair damage and
restore services in times of typhoons,
PLDT and Smart prepositioned
emergency communications kits,
equipment and personnel along the
paths of typhoons “Quinta,” “Rolly,”
“Ulysses,” and “Vicky”. PLDT and Smart
chartered flights and worked with the
Philippine Air Force, enabling them to
be the first to put through calls and
text messages in Catanduanes, thanks
to engineers and crew who worked
on damaged infrastructure 24/7 and
activated Libreng Tawag, charging and
WiFi stations.
PLDT and Smart also distributed over
12,000 food and relief packs to families
across Luzon. All these efforts are
part of PLDT-Smart’s #SafeandSmart
advocacy of preparedness, and
immediate response, and recovery
through network resilience, continuous
communication services, mobile
solutions and activities, and relief and
recovery assistance.
Enabling livelihood in
the new normal
Over one million microentrepreneurs,
known as PLDT-Smart Ka-partners,
who retail prepaid airtime load, were
equipped to address the changing
communication needs of mobile
customers, through digital trainings
and tools.
Retooling tourism, one of the sectors
most impacted by COVID restrictions,
involved launching digital mobile
applications, in coordination with the
Department of Tourism. The apps can
be used for self-paced, contactless
tours in 20 locations all over the
country.
The move was fortuitously timed in
Cebu, as the country prepares to
celebrate 500 years of Christianity.
PLDT and Smart partnered with the
Archdiocese of Cebu to kick off the
event with the launch of the Panaw
sa Pagtuo (Journey of Faith) Mobile
Exhibit App and a digital series
featuring 21 historical videos leading
up to 2021.
More than
3,700
Smart base stations
provided with LTE
86
Digital
classroom kits
deployed
1M
Microentrepreneurs
equipped
12,000
Family packs
distributed
17
PLDT 2020 ANNUAL REPORT
REDISCOVERING HOME WITH PLDT
At the forefront of providing assistance
and assurance in the time of pandemic,
PLDT kept customers connected while
they stayed at home. Prioritizing the
safety of customers, PLDT actively
listened and responded to their needs,
bringing solutions that alleviated their
worries and nurtured meaningful
connections while at home.
In 2020, PLDT Home solidified its role
as the leading telco provider with
the strongest and most meaningful
connectivity and digital services that
enable Filipino families to live the lives
they dream of.
Keeping Families Safe
and Connected at Home
To support the digital needs of families
while quarantined at home, PLDT
Home implemented a free speed boost
for Fibr subscribers nationwide to
enhance their minimum connection
speed up to 25 Mbps. PLDT Fixed
Wired Home subscribers also enjoyed
free NDD calls to PLDT landlines and
COVID-19 helpdesks nationwide. PLDT
Home also granted access to zero-
rated government websites so families
can easily consult online for COVID-19
related concerns, without additional
costs.
Easing the financial burden of
subscribers especially during the
pandemic, PLDT Home implemented
a six-month installment program
with zero interest and no penalties
for its postpaid customers with bill
balances starting April 30, 2020. All
disconnections were halted to ensure
continuous connectivity of subscribers
at home.
Turning Quarantine Time
to Quality Time
PLDT Home helped alleviate the
common stressors of the pandemic
by powering subscribers’ digital
entertainment lifestyles at home.
Existing subscribers of PLDT Home
Fibr Plan 1899 and up enjoyed a free
one-month unlimited subscription
to iflixVIP, giving them access to all
content on iflix.
It also initiated weekly digital events
for three months via Facebook Live
Sessions called #StayHomeSeries in
partnership with the industry’s key
experts.
• The first leg of the digital series
highlighted different themes
including: Mindful Mondays with
psychologist and family life
counselor Dr. Michele Alignay;
Weekday Wellness with fitness
organization Pretty Huge
Obstacles; Friday FamDay with
the Philippine Educational Theatre
Association (PETA); and Unwind
Weekend with the Manila String
Machine.
• The second leg of the digital series,
#StayHealthy, featured medical
professionals from Bayanihan
MD for online consultations and
educational episodes tackling
common health concerns of
families.
• The last leg of the series focused
on parenting forums in partnership
with the biggest local online
resource of moms, Mommy Mundo.
PLDT Home and Mommy Mundo
hosted a Father’s Day series that
tackled topics on shared parenting
at home.
No Learner Left Behind
with PLDT Home
PLDT Home also had a crucial role in
serving the distance learning needs of
Filipino students during the pandemic.
To assure that young learners stayed
connected for their online home-
schooling, it introduced new data
packages tailor-fitted to the students’
e-learning needs: FamLoad Study 599
and FamLoad Study 999. Each prepaid
package is packed with open access
daily data allocation and free access to
top learning sites and apps including
Microsoft 365 tools, Gabay Guro App,
Canvas, and NEO.
For families that need bigger prepaid
data allocation daily, PLDT Home also
introduced an all-new family-sized Wifi
Prepaid Famload Video and Video Plus
packed with bigger data allowance
that can be used for popular video
apps and open access data for all
sites and apps. Each FamLoad Video
pack gives users open access data
and daily access to video streaming
on Cignal Play, iWant, NBA League
Pass and YouTube. This way, families
can maximize use of their online video
conferences without worrying about
their data limits.
To further strengthen its support
for students’ education, PLDT
Home partnered with PLDT-Smart
Foundation to aid schools and
communities in providing “Education
for ALL” by making digital technology
available and integrated in the learning
activities of the students. PLDT
Home bannered the “No Learner Left
Behind” movement, which has also
been enacted as a “No Filipino Child
Left Behind Act of 2010,” through a
fund-raising concert themed “At Home
with PLDT: No Learner Left Behind”
that garnered over Php 1 Million for the
We kept digital connections
resilient through fiber.
18
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS benefit of the students and teachers
nationwide. The event was top-billed
by some of the country’s most popular
music icons.
The Strongest Connections
are at Home
PLDT Home has advanced the
standard of Filipinos for home
broadband with its all-new Fibr Plus
Plans that offer new postpaid variants
with higher speeds and stronger
connectivity through an intelligent
wifi mesh system bundled with
entertainment content from Cignal
TV. The Fibr Plus Plans come with at
least 50 Mbps for only Plan 2499 per
month, 100 Mbps for Plan 3099, 150
Mbps for Plan 4099, and 300 Mbps for
Plan 6099. All these plans come with
three (3) Mesh Wifi units for whole
home wifi coverage and over 60 Cignal
TV channels for the family’s home
entertainment.
In its efforts to further pivot towards
more online-driven services, PLDT
Home also launched a groundbreaking
partnership with Grab, Southeast
Asia’s leading everyday superapp,
to quickly deliver internet solutions
straight to Filipino homes. Through
this partnership, PLDT Home and Grab
were able to provide various online
channels for customers to conveniently
order PLDT Home prepaid services and
have these delivered straight to their
homes within 24 hours. This initiative
immediately answered the need for
quick and easy delivery of a broadband
solution for the home.
As a leading digital services provider,
PLDT Home also introduced an
advanced prepaid internet solution
for customers. With the PLDT Home
Wifi Prepaid Advance unit, customers
were offered the fastest wireless
connectivity at home powered by
LTE-Advanced (LTE-A) technology for
just Php 1995. This allowed customers
to enjoy faster LTE speeds and better
online experience at home.
PLDT Home also partnered with
one of the world’s top technology
providers ASUS to provide next level
digital experience at home with the
most powerful WiFi 6 mesh system
in the country. With the partnership,
PLDT Home offered the top-of-line
ASUS WiFi 6 routers that can deliver
up to 1000 Mbps speeds for lag-free
browsing, seamless streaming, and
equal upload and download speeds
and on any device at home.
Total Digital Solutions
in the New Normal
PLDT Home launched its newest
program, PLDT Home Biz, that offers
micro entrepreneurs operating at
home with a fast and reliable internet
connection and e-commerce tools.
In partnership with the country’s
top e-commerce solutions such as
PayMaya, UnionBank GlobalLinker,
Sulit.ph and GrabExpress, PLDT Home
provides Home Biz subscribers with
a total e-commerce ecosystem for
worry-free and safe payment, digital
platforms, and delivery solutions.
PLDT Home, has also partnered with
leading e-commerce platform Shopee
to make bills payment more convenient
for postpaid customers through its
integrated mobile wallet, ShopeePay
which enabled postpaid customers to
skip going out or lining up at service
and payment centers just to settle their
monthly service bills.
TRANSFORMING THE FUTURE WITH
INNOVATIVE SOLUTIONS AND SERVICES
At the height of the global pandemic,
technology has especially come to the
fore and has proven to be essential for
businesses and individuals to remain
afloat. In response, PLDT Enterprise
led the transformation of the future
of work through the introduction of
new innovative solutions and services,
and through organizing several
virtual events to support and equip
businesses as they embrace the shift
to digital.
Enabling businesses to work
whenever, wherever and sustain
operations
In 2020, the PLDT Enterprise group
developed and implemented the
#ONEwithYOU Campaign which
anchored on the value of “malasakit”
for its employees and customers. It
immediately found ways to pivot its
way of operating by engaging with
customers and supporting them amid
the challenging times. #ONEwithYOU
campaign encompassed internal
cascades, digital materials, and press
releases along with the release of a
stimulus package, and telecommute
suite of solutions.
PLDT Enterprise to enable MSMEs
restart with 3-month FREE
business bundle
PLDT Enterprise, the Business-to-
Business (B2B) arm of the country’s
leading ICT and digital services
provider, introduced a solutions bundle
designed to help micro, small and
medium enterprises (MSMEs) get their
businesses back on track.
Recognizing that businesses have
differentiated digital priorities, PLDT
Enterprise designed the said package
with flexibility in mind to allow
MSMEs build upon their requirements
by offering reliable business and
connectivity solutions and selecting
add-on services best suited to shift
their operations to digital—all with the
first three months of use for free.
The bundles are founded on
connectivity solutions that feature
PLDT Enterprise’s newest fiber
broadband service BEYOND FIBER
and wireless broadband Smart BizLTE.
Enabling the Digital Economy
and Strengthening Business
Continuity capabilities of
Enterprises
Despite the global pandemic, PLDT
Enterprise, together with ePLDT, Inc.,
continued to help businesses gear
up for the next normal by offering
unique colocation services bundled
with other relevant ICT solutions to
accelerate their digital transformation.
Through its VITRO Data Centers - the
largest globally-certified network of
DC facilities in the country - the group
developed value-laden colocation
solutions to address the various pain
points experienced by its customers
across infrastructure, cyber security,
and remote work management.
The onset of work-from-home
arrangements exposed infrastructure
vulnerabilities. In response, the group
combined its VITRO colocation
services with Endpoint Advanced
Security for server protection with
24x7 threat monitoring capability
100,000
views for Beyond
FIber virtual launch
19
PLDT 2020 ANNUAL REPORT
and Proactive Monitoring for 24x7
infrastructure monitoring, alert,
and recommendations to mitigate
the vulnerabilities. It also included
the ePLDT Virtual Desktop, which
enables the remote management
and deployment of desktops and
applications via the cloud to support
the work-from-home arrangements
allowing access to secure office
applications. All of these bundles
were offered at an affordable price to
organizations across industries and
enabled these companies to continue
operating seamlessly and serving their
customers.
Stepping into a new day
and facing the new business
landscape
PLDT Enterprise had taken a more
enthusiastic approach on initiatives
to enable business resiliency for its
customers. Taking form as Day Zero, an
internal code name for the collection
of initiatives that wanted to signify a
new beginning for all businesses, the
campaign aimed to personalize and
tailor-fit the group’s products and
offers in a way that would support
the needs of the customers. The
group finally launched Day Zero via a
thematic campaign video intending to
inspire customers to embrace this new
business age with the tagline, “Step
into a new day. Every day is a new day.”
Redefining the future of
learning and empowering
e-Learning in the Philippines
With the goal to redefine the future
of e-learning in the Philippines, PLDT
Enterprise supported the thematic
campaign that communicates
its commitment to empower the
education sector with technology
so “children don’t stop learning /
dreaming,” despite the challenging
times. It includes two videos
highlighting the perspective of both
the educator and student, social
media promotion, PRs, virtual contract
signings to support institutions, and
webpages to highlight the eLearning
solutions and initiatives of the group.
With over two million combined views
for the videos, these have driven
interest towards eLearning solutions
that can aid both teachers and
students’ remote learning experience.
Keep moving forward with
PLDT Enterprise’s wireless
suite of solutions
To support the transition of businesses
towards the online and digital
platforms, PLDT Enterprise launched
the KEEP MOVING FORWARD
campaign. The live launch event, which
was held on August 4, amassed a
total of 1,568,161 views on Youtube and
Facebook.
PLDT Enterprise’s Digital
Transformation Program
Project IMPACT, PLDT Enterprise’s
Digital Transformation Program, aims
to make the customers’ experience
the best through the improvement
of the customer platform. The goal
does not end only with the customers,
but for the improvement of the way
employees work as well. Project
IMPACT has made an impact on
both customers and PLDT Enterprise
employees. To date, over 2,400
employees have been onboarded and
more than 200,000 client database
have been migrated from the old CRM
platform in this long-term change
to achieve the goal of streamlining
operation and making a positive
impact on every single business.
Leading tech discussions
through Tech Talk On Air
PLDT Enterprise maximized its social
and mass media platforms to allow
customers and target market to
continue enjoying its well-received
thought leadership forum, Tech Talk.
The forum aimed to provide attendees
with stimulating discussions on various
solutions. However, the unpredictable
changes brought about by the
pandemic had pushed the series to use
social and mass media to disseminate
information on the latest trends across
multiple industries. Two iterations of
Tech Talk ON-AIR then came to life,
following the same format but done
virtually.
Enabling enterprises to do
business beyond borders
Dubbed as “Asia’s next economic
powerhouse”, the Philippines continues
to show potential that it is moving on
an upward trajectory when it comes
to business. This potential was taken
as an opportunity by PLDT Enterprise
Global to promote the Philippines’ vast
capabilities —emphasizing the location
of the Philippines that connects Asia
to the rest of the world. Through this
campaign, PLDT Enterprise promoted
its global arm and its strategic points
of presence across the Americas and
Europe as well as the Asia Pacific. This
campaign increased awareness on the
company’s international capabilities
through events made for the global
teams, creation of a thematic video,
and the launch of the PLDT Global
Enterprise website.
20
A three-day virtual convention
like no other - PH Digicon 2020
PLDT Enterprise conducted the
Philippine Digital Convention (PH
Digicon) 2020, a three-day virtual
conference held from October 28 to
30 which was headlined by business
influencers, thought leaders, and
technology experts from around the
world. Carrying the theme “IMPACT,”
PH Digicon 2020 aimed to inspire
attendees to embrace the call of
making a positive impact on society
through the adoption of innovations
and technologies set to define the new
future of work. The highlight of the
event was its Plenary Session—a venue
where delegates gathered invaluable
insights from global business
executives and world-renowned
leaders. These included Cisco Systems
Chairman & CEO Chuck Robbins, NTT
Research President and CEO Kazuhiro
Gomi, Nokia President & CEO Pekka
Lundmark, President and Chief Product
Officer of Salesforce Industries David
Schmaier, Cisco Systems President
for Asia Pacific & Japan Sanjay Kaul,
and Founder & CEO of goop, actress
& author Gywneth Paltrow as its
celebrity headline speaker. Key thought
leaders and experts in the industries of
academe, e-commerce & retail, BPO,
BFSI, healthcare, government, travel &
tourism, and manufacturing & logistics
also made presentations in the event’s
breakout sessions.
ePLDT Cyber Security first in PH
to become a member of global
Forum of Incident Response &
Security Teams
ePLDT, Inc., the country’s leading
enabler of digital solutions, officially
became the first and only Philippine
organizational member of global
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
We enabled industries to accelerate
their digital transformation.
Powering SM Store’s #MyNumber
14376 hotline
The SM Store collaborated with PLDT
Enterprise for its nationwide hotline
number #14376 (I SM) to support the
store’s Call to Deliver service, part of its
continuous efforts to provide a better
customer experience for shoppers.
The SM Store’s #MyNumber hotline is
powered by PLDT’s expansive fixed-line
network that will allow customers to dial
the hashtag sign (#) followed by five
digits, 14376 (I SM), which will connect
them to the nearest The SM Store branch.
PLDT Enterprise, AF Payments
partner for transport sector solution
PLDT Enterprise entered into a strategic
partnership with AF Payments, Inc.
(AFPI) to enable a modernized fare and
tracking system for the transport sector.
AFPI bundled its Automatic Fare
Collection System (AFCS) with PLDT
Enterprise’s Smart Tracker solution—
powered by Vectras—providing a
complete fleet management and
fare collection solution to public
transport operators. Public transport
operators now have the option to get
fleet management and fare collection
functionality from AFPI without the need
to contract with multiple suppliers.
To continue empowering its students
and faculty during this time, De La
Salle Philippines reached out to
PLDT Enterprise to establish Animo
Smart Online Store, an e-commerce
site which gives its students and
faculty an opportunity to buy and
avail of exclusive Smart data and
connectivity plans and products. The
Catholic Educational Association
of the Philippines (CEAP) likewise
tapped PLDT to its their eLearning
programs with enterprise-grade online
applications and connectivity solutions
for its members.
These applications will be readily
accessible for teachers and school
superintendents through the Online
Learning Management System.
Bundled with the service are
enterprise-grade Microsoft 365 web-
based collaborations tools including
MS Teams that teachers facilitate online
classes, integrate notes thru OneNote,
promote student teacher-student
collaboration, and create quizzes with
integrated 3rd party applications.
PLDT, Smart power Office of the
President’s 8888 SMS Hotline
PLDT Enterprise and Smart partnered
with the Office of the President to
power its 8888 SMS Hotline. With the
partnership, PLDT and Smart provided
the SMS platform for the hotline to
support the government in attending to
the public’s complaints. All Smart, Sun,
and TNT subscribers can now reach the
8888 Complaint Hotline under the Office
of the President via SMS free of charge.
PLDT and Smart provided the
Department of Education (DepEd)
with a package of digital services to
help support the academic sector
to offer continuous learning amid
the challenges of the pandemic
restrictions. Education Secretary
Leonor Magtolis Briones spearheaded
the call for support from the telcos
in providing free access to DepEd
Commons (https://commons.
deped.gov.ph), the Department’s
online education delivery platform
designed as an alternative mode for
teaching-learning process during
class suspensions and other similar
circumstances.
Powering DTI Negosyo
Centers nationwide
PLDT Enterprise powered the 133
Negosyo Centers of the Department
of Trade and Industry (DTI) nationwide
with connectivity and digital services to
support MSMEs. DTI’s Negosyo Centers
play a pivotal role in getting businesses
back on track to survive the current
economic climate. In support, PLDT
Enterprise is deploying its BEYOND
FIBER, Smart WiFi, and PayMaya services
to the full-service Negosyo Centers—
including 16 additional centers in the
Bangsamoro Autonomous Region in
Muslim Mindanao (BARMM).
leader in incident response Forum of
Incident Response and Security Teams
(FIRST)—strengthening its cyber
security capabilities and enabling it to
respond better to security incidents.
ePLDT’s FIRST membership improves
and augments its existing Cyber
Security capabilities to respond
to cyberattacks. More so, being a
FIRST member enables ePLDT to
interact with similar cyber security
organizations around the world,
boosting collaboration and improving
communication with their security
teams, including collecting feedback,
exchanging ideas and sharing best
practices. In the same way, ePLDT will
also be sharing its own experiences in
dealing with threats in the Philippine
context.
Supporting e-Learning initiatives
Sacred Heart School-Ateneo de Cebu
(SHS-ADC) has partnered with PLDT
Enterprise in its move toward providing
digital education. With the tie-up,
Ateneo de Cebu will employ Microsoft
Education Suite, an e-Learning solution
with educational tools that facilitate
remote learning while allowing
teachers to connect with their students
both inside and outside school walls.
To aid STI’s new learning model, the
educational institution partnered with
PLDT Enterprise to provide its students
with the necessary connectivity to
enable e-Learning. With the tie-up,
more than 80,000 students of STI
across the country will benefit from
Smart Giga Study data plan to ensure
their connectivity.
more than
2400
onboarded on
project IMPACT
more than
80,000
students enabled on
e-Learning initiatives
133
Negosyo centers powered
by PLDT enterprise
21
PLDT 2020 ANNUAL REPORT
CARING FOR GLOBAL FILIPINOS
In 2020, PLDT Global Corporation
(PGC) partnered with SoftBank Corp.
to provide reliable and secure internet
services to enterprises in Japan
through SmartInternet Suite Ether.
PGC also launched Virtual Points-
of-Presence (VPoPs) that expanded
PGC’s points of presence to over 100
countries to serve customers across
Asia, Europe, and the Americas.
PGC’s Free Bee app increased the
daily allocations of free calls to the
Philippines by 2.5 times, giving Filipino
users abroad greater access to the
emotional support they need during
uncertain times.
Free Bee launched an all-new mobile
application and a refreshed brand
identity personified by its new
ambassador, talented actress Maymay
Entrata.
True to its new tagline, “Diskarteng
Pinoy, Diskarteng Free Bee,” Free
Bee also introduced app-to-app calls
so that users can call loved ones
anywhere in the world.
Free Bee capped the year with
a different take on its annual
#1212FreeBeeDay celebration,
surprising thousands of lucky users
over the Christmas season with digital
vouchers, carried out in partnership
with GrabFood, Sunlife, Philippine
Airlines & Viu.
PGC joined Coca-Cola Beverages
Philippines, Inc. (CCBPI) in providing
livelihood opportunities for repatriated
overseas Filipino workers through its
Balik Pinas program.
Empowering with
Connectivity Solutions
PLDT partnered with Orange Group’s
International Carriers for international
voice aggregation services, while PGC
teamed up with the Philippine Cable
and Telecommunications Association
(PCTA), empowering its members with
connectivity solutions to accelerate
their digital initiatives amid the new
normal.
LEADING THE WAY TOWARDS
A CASHLESS PHILIPPINES
PayMaya has enabled over 28
million registered users across all its
consumer platforms to pay cashless
and contactless and avail of various
financial services, signifying its
continued commitment to the Bangko
Sentral ng Pilipinas’ (BSP) goal of
providing 70% of Filipino adults with a
financial account by 2023.
PayMaya’s services have become
a lifeline for consumers in the time
of COVID-19. The PayMaya app has
become one of the fastest ways for
Filipinos to open a financial account,
which readily allows them to send
money to friends and loved ones,
pay their bills, buy mobile prepaid
load, shop for essential items online,
receive financial aid, or pay via QR in
merchants using their mobile phones -
all via digital.
Its Smart Padala by PayMaya agent
network, meanwhile, has provided
much-needed critical financial services
to Filipinos, especially during the
pandemic. With presence in 92% of all
cities and municipalities in the country,
neighborhood Smart Padala centers
have allowed millions of unbanked
and underserved Filipinos to continue
accessing financial transactions
such as remittances, bills payments,
and mobile prepaid reloading amid
mobility restrictions.
We create
greater
access across
the globe.
To respond to the urgent needs of
people and communities severely
affected by the COVID-19 pandemic
and the other disasters that have
strucked the country in 2020, PayMaya
launched its #OneAgainstCOVID19 and
#TyphoonRelief fund-raising campaigns,
which have collectively garnered over
P34 million in funds on behalf of 50
organizations and foundations from
individuals who donated via their
PayMaya app or through PayMaya’s
online donation portal.
PGC points of
presence to over
100
countries
Over
28M
PayMaya
registered users
Over
PHP34M
funds raised for
50 organizations
222222
22
22
Over
116,000
merchants empowered to
accept cashless payments
in-store or online
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS With e-Wallets becoming an essential
tool for Filipinos during the global
health crisis, PayMaya has enhanced its
mobile app to include critical features
and services such as: the ability to
purchase Beep QR tickets or top-up
Beep and expressway RFID cards
for transportation purposes; receive
money from other PayMaya users by
generating a payment link or QR Ph
code; enhanced and expanded bills
payment services; receive money
transfers from abroad via Western
Union or MoneyGram; and change the
mobile number associated to their
accounts, among many others.
To help encourage the growth of
cashless payments in the country
and offer Filipinos not just a safe
and convenient but also rewarding
way to pay, PayMaya launched the
“Balik Bayad” and “PayMayaguinaldo”
campaigns in 2020 that highlight the
many ways consumers are rewarded
whenever they pay using their
PayMaya account.
PayMaya pushed the envelope in
e-Commerce in 2020 as it processed
over Php95 billion worth of
transactions on behalf of its customers
and merchant partners. This has helped
push cashless payments to become
the default and preferred mode of
payment of Filipinos when it comes to
shopping online, overtaking cash for
the first time.
Enabling ‘digital government’ to
take off
PayMaya has become the partner
of choice of the government, with
total volume processed increasing
by 1,200% YoY for 2020. Over 60
national government agencies,
local government units, and state
corporations now have the capability
to increase revenue collections and
efficiently deliver financial assistance to
beneficiaries with PayMaya’s payments
acceptance solutions such as PayMaya
Checkout, PayMaya QR, One by
PayMaya mPOS, and PayMaya PayOut.
With the government mandating
the use of cashless and contactless
payments in transportation services,
PayMaya has launched a broad
initiative equipping all players in the
transportation sector ecosystem—
from transportation service providers,
to transport hubs, to digital
transportation services, to gas stations,
and even government agencies—with
digital payments solutions that allow
them to accept payments via PayMaya
QR or cards and e-wallet payments
through the PayMaya One device.
PayMaya has become the
disbursement channel for various
government financial aid programs
at both the national and local levels,
helping disburse over Php4.5 billion
direct to the PayMaya account of
millions of government beneficiaries.
It was tapped to disburse aid for the
DSWD’s Social Amelioration Program,
Small Business Wage Subsidy, and
LTFRB’s assistance to affected drivers.
Meanwhile, various provinces, cities,
and municipalities – including Bataan
Province, Caloocan City, Manila City,
Mandaluyong City, Pasig City, Tarlac,
and Quezon City – have utilized
PayMaya’s disbursement solution
for their citizen assistance programs
during the pandemic.
In July 2020, PayMaya launched the
LGU Embracing and Accelerating
Digitalization (L.E.A.D) program to help
LGUs deploy “plug and play” cashless
payments and digital disbursements.
With the program, LGUs are also
empowered to support merchants
and citizens in their constituencies to
conduct cashless financial transactions.
We enable digital
payments for all.
2323
23
PLDT 2020 ANNUAL REPORT
THE PLDT GROUP
CORPORATE SOCIAL RESPONSIBILITY
2424
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS We empowered
crisis-resilient
communities.
“ I let them buy essential goods on
credit. It may be a small thing,
but I hope it helps ease their burden.”
- Shine Macapas
Smart load retailer and Sari-sari store Owner
25
25
PLDT 2020 ANNUAL REPORT More information on the PLDT Group’s CSR programs are available in the PLDT 2020 Sustainability Report.
26
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS 27
PLDT 2020 ANNUAL REPORT PEOPLE AND CULTURE
We created meaningful
experiences.
2020 was a life-changing year for the PLDT and Smart
organization when the COVID crisis hit the entire world.
Majority of its 18,848-strong employee population shifted to a work
from home set up and various alternative work arrangements.
Transformation within the two organizations
was accelerated. To pave the way for new
and agile ways of working, processes
were digitalized for smoother and faster
workflows; events moved to virtual channels,
communication was done real-time, and
digital learning became the primary method
for skills development.
Majority of
18,848
employee shifted
to work-from-home
arrangements
2828
28
28
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS PEOPLE AND CULTURE
In 2020 alone, the training reach rate of unique employees
who attended learning courses was at 99.20% — the highest
ever compared to previous years. This shows that in today’s
new normal era, learning has become vital and highly
accessible for PLDT and Smart employees.
Talent Management
To ensure we enable the best integrated telco strategy, PLDT
relentlessly pursues its agenda on succession management.
Working with the Leaders on present requirements is an
urgent groundwork activity while creating a talent pipeline
and ecosystem for the next horizon of products and services.
This includes the development and implementation of
capability building initiatives, series of targeted hiring in
local and global markets, and the revival of the Management
Associate Program.
A digital environment requires a strong learning culture. This
is supported by PLDT and Smart’s corporate university which
makes sure all learning modalities for the best reach and an
internal career opportunity marketplace are utilized to enable
talent mobility for all its employees.
Employee Well-being
Given the COVID situation, PLDT and Smart prioritized the
health and well-being of its people.
To address the anxieties of employees, dedicated COVID-
related channels were set up. For health monitoring purposes,
a Coronavirus Online Form was required to be completed by
employees if they experienced symptoms or were exposed
to a COVID patient or suspect. There is in place a COVID-19
Self-Check Chatbot which served as the employees’ daily
health assessment and security requirement for entering
the workplace. It was housed in the company’s self-service
and knowledge-base platform called ONE Hub, which is also
accessible via the NOW Mobile app. Both the COVID form
and chatbot were closely monitored by the PLDT Medical
Services Team. Weekly communications under the “COVID
Warrior” Campaign on guidelines and safety protocols were
also released.
On top of this, a 24/7 InfoMed hotline addressed medical-
related concerns and health benefits PLDT personnel
nationwide may have. Complementary to this was the COVID
Employee Hotline that was made available during weekdays
from 8:00AM to 5:00PM where employees could easily reach
out to advisers on questions related to internal guidelines,
safety protocols, rapid testing, shuttle services and the like.
For those who prefer to inquire online, a COVID Online
Helpdesk via the Workplace by Facebook platform was set up
for all internal inquiries.
The Medical Services Team provided ease and comfort
to employees by setting up a convenient process for the
claiming of medicines and multivitamins, delivering them to
offices and residences during the strict quarantine period until
the end of 2020; operationalizing its dedicated PLDT Clinics
nationwide, launching the Virtual Health Management system
for teleconsultations with in-house doctors, overseeing
employee testing results in partnership with accredited Metro
Pacific hospitals and clinics nationwide, accommodating
employees in designated quarantine facilities, managing the
health status of all PLDT Group employees, and holding a
continuous vaccination program for employees and their
families.
Digital Learning as the New Way of Life
As the whole organization made a digital shift, the PLDT
Group invested in the continuous learning and development
of its people by rolling out a line up of e-learning courses and
webinars under “PLDT and Smart University”.
In 2020, there was total of 224,672 completed e-learning
courses across employee development programs, business
systems trainings, technical skills, leadership development
programs, and onboarding and career initiatives.
Some of the year’s digital learning highlights included the
launch of new e-learning courses in collaboration with
LinkedIn; and the roll out of the #AllTogetherNow Product
Knowledge and Customer Experience training program which
aimed to keep employees informed on PLDT and Smart’s
roster of new and existing products and services. Employees
were also taught how to better address the customer
concerns of their family members and friends, especially with
data becoming a vital service today.
Likewise, the Learning & Development Team organized a
Training Resource Persons Awards event for its co-trainers
and partners from various departments to recognize them
for their noteworthy achievements despite a difficult year.
PLDT also prepared its 442 retirees in 2020 through transition
workshops and seminars to enable them to plan and make
better choices amidst the pandemic.
2929
29
PLDT 2020 ANNUAL REPORT Mental Health also became a strong advocacy within PLDT
and Smart. In 2020, the company launched an internal
program called “Mind Your Health”, which aimed to drive
awareness on the importance of mental wellness, especially
during these difficult times.
As part of the initiative, weekly communications and a total
of 11 webinar series were rolled out to break the stigma on
mental health in the workplace. Garnering 3,879 views and
1,414 live participants, sessions and live talks featured mental
health experts as they shared their insights on how best to
address mental well-being issues such as stress, anxiety and
depression.
Under the Mind Your Health program, nine e-Learning
modules were also launched for employees to easily access
during their free time. Engaging around 11,900 participants,
the topics related to dealing with unexpected change, stress
management and managing anxiety were the ones that had
some of the highest responses from employees.
Being the employees’ first line of support, the company’s
Officers and Executives were provided with specific modules
and sessions to help them understand the important role they
play in promoting the mental well-being of their teams.
PLDT and Smart ensured that employees who were
experiencing mental health issues found support and
treatment interventions to help them cope and heal.
Counseling and consultations with accredited healthcare
professionals through its Medical Services Team were made
available for employees.
Recognizing MALASKIT
With the pandemic affecting the entire PLDT and Smart
workforce, a “Pusong PLDT and Smart” digital campaign
was rolled out org-wide, putting a spotlight on the employee
heroes of both companies. Several individuals from various
teams such as Network, Retail Operations, Logistics, Medical
Services and IT were commended for going above and
beyond the call of duty during the COVID crisis and natural
calamities that took place.
Recognition played a crucial role with thousands of
employees celebrating their colleagues for a job well done.
Housed in the performance management system of PLDT
and Smart called “DigiPEP”, over 10,000 people sent their
colleagues recognition badges dedicated to its corporate
values such as malasakit, awesome customer experience,
agility, collaboration and humility to listen and learn, among
others.
Incentive plans were set in place to reward employees
for a productive and meaningful year as well as a good
performance in 2020 amidst challenges.
Over
10,000
sent their colleagues
recognition badges
We accelerated
transformations
for a stronger
workforce.
Engaging the Workforce during Trying Times
With COVID changing the way people live and work,
engaging and re-energizing the workforce was challenging.
An online wellness program called “Wellness Revolution:
Digital Edition” was rolled out consisting of a line-up of
activities that intended to engage and excite employees
through virtual means. There was a total of 16,374 online
engagements (which included views, participation and
playbacks) from various initiatives:
• Workout From Anywhere – Weekly online fitness glasses
shared on the Workplace by Facebook internal platform
facilitated by instructors and selected employees
• PLDT & Smart Plant Project – Employee participants
were encouraged to grow their own plants during the
quarantine and document them online
• Kwentong ECQusina – Employee cooks posted their
delicious recipes and home cooked meals on the digital
platform
• KidsAtHeART – Employees and their dependents
showcased their artworks online following themes relevant
to the pandemic, and participants with the most creative
pieces were given prizes
• #RTWOOTD – A digital activity that encouraged
employees returning to the workplace to pose in their
“return to work attire” PPEs
• #WFHDeskGoals – People working remotely shared their
own do-it-yourself work spaces at home
• Tagisan ng Talino – PLDT and Smart’s version of “Quiz
Night” allowed employees to participate in themed online
trivia games virtually
30
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
In place of an annual sports olympics held onsite, PLDT and
Smart launched a “ONE E-Sports League” for gamers which
acquired a satisfaction rating of 4.86, the highest rated virtual
sports event.
As the PLDT and Smart workforce wanted to give back
during this time of need, an internal Kapit Kapatid Fundraising
Program in partnership with the PLDT-Smart Foundation, was
also implemented raising total donations of Php6,689,000
from 3,553 employees from both companies.
The senior leaders of PLDT and Smart played a pivotal role
in steering the Company towards the right direction, and
assuring its workforce that their wellbeing was a priority.
Before the crisis, an onsite PLDT & Smart Leadership Summit
was held at The Peninsula Manila to rally the 291 participating
Assistant Vice Presidents and Officers to meet the business
targets. During the pandemic, three virtual town halls for
over 1,400 of the officers and executives were organized for
Top Management to present business updates, talk about
the COVID-19 pandemic, and address employee questions.
In the last leadership town hall of 2020 held last December,
90% of the attendees joined, making it the highest real-time
participation rate in comparison to previous sessions.
In November 2020, PLDT also had its first ever Virtual Service
Awards called “Pamana” where 837 employees celebrated 25
years, 30 years, 35 years and 40 years with the Company. An
exclusive site was created for the event with a special digital
registration. Awardees were able to watch the program live
from the comfort of their homes and offices, chat with fellow
recipients, and enjoy the photo booth. Employees tuned in
to the celebration where senior leaders gave congratulatory
speeches; service award representatives shared their PLDT
stories, musicians performed, and a raffle draw with exciting
prizes was held. Trophies and cash incentives were also given
to the awardees.
And to cap off the year, PLDT and Smart wanted to engage
its employee community thru a year-end celebration
called “Gratitude Night” which was attended by 1,271 live
participants, and garnered 2,500 total views. To boost the
holiday spirit, there was a Santa Spin Grand Raffle where
prizes were given out; Pasko Sessionistas performances by
employees themselves, and a Christmas Edition of Tagisan ng
Talino (Quiz Night).
Despite battling with an
unfamiliar crisis in 2020
that changed the way people
live and work, the PLDT and
Smart workforce showed
their malasakit, resilience
and dedication – going above
and beyond their roles to
excel in their projects, serve
their customers, and support
their colleagues.
31
PLDT 2020 ANNUAL REPORT THE PLDT GROUP
CORPORATE GOVERNANCE REPORT
3232
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS We act with courage
to connect, restore
and rebuild lives
and communities.
“When the pandemic broke loose in the middle
of March, our immediate concern focused on
our three most important constituents: first,
the health and financial well-being of our
employees; second, continuing connectivity
and service excellence to customers; and third,
assistance to the government and its agencies
in addressing the needs of communities.”
- Manuel V. Pangilinan,
PLDT Chairman and President & CEO
33
33
PLDT 2020 ANNUAL REPORT HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
2020 YEAR AT A GLANCE
Creation of the Data Privacy and Information Security Committee (DPISC) and
appointment of its Chairman, Members, and Advisor (November 5)
The first Board Committee of its kind among publicly-listed companies in the Philippines
and in the telecommunications industry in Southeast Asia, the DPISC assists the Board
in overseeing and providing strategic direction to governance functions relating to data
privacy and information security.
Commitment to United Nations Global Compact
(February 19 -PLDT; February 20 -Smart)
PLDT and Smart expressed commitment to the
United Nations Global Compact that calls on business
leaders to demonstrate ethical leadership and good
governance; invest in addressing systemic inequalities
and injustices through inclusive, participatory and
representative decision-making; and partnering
with the UN, Government and civil society to
strengthen access to justice, ensure accountability
and transparency, provide legal certainty, promote
equality and respect human rights.
Approval of the Revised Governance, Nomination and Sustainability Committee (GNSC)
Charter highlighting its sustainability functions and appointing the Chief Sustainability
Officer as Non-voting Member of the GNSC (November 5)
The Governance and Nomination Committee was renamed Governance, Nomination and
Sustainability Committee with functions that include assistance to the Board for its oversight
on the implementation of the Company’s sustainability strategy, framework, program and
policies, and the Company’s social investments and commitments to making meaningful
impact to communities. The revised GNSC Charter expanded the composition of the GNSC to
include the Chief Sustainability Officer as Non-voting member.
Training on “How to Lead Courageously During a Crisis” by
Dr. Nancy F. Koehn, Historian and Leadership Expert, Harvard
Business School; and “Lessons from a Pandemic: The MPIC
Hospital Group Covid-19 Experience and Best Practices” by
Dr. Saturnino P. Javier, Medical Director, Makati Medical Center
(September 25)
The SEC accredited governance training was attended virtually
by Board and Advisory Board/Committee Members, Advisors and
Officers of PLDT and the PLDT Group, together with the Board
Members and Officers of other Philippine-based affiliate companies
of First Pacific Company Ltd.
34
34
PLDT 2020 ANNUAL REPORT
12 Board Meetings and 30 Board Committee Meetings with focus on strategy
and management oversight; financial reporting, internal controls & audit,
independent audit; and corporate governance
- 9 regular Board meetings
- 2 special Board meetings
- 1 organizational Board meeting
- 9 Audit Committee meetings
- 2 Governance, Nomination and Sustainability Committee meetings
- 3 Executive Compensation Committee meetings
- 5 Risk Committee meetings
- 11 Technology Strategy Committee meetings
Annual Stockholders’ Meeting (ASM) with online voting
and participation by remote communication (June 9)
PLDT held its Annual Stockholders’ Meeting in virtual
format on June 9, 2020, with holders of 92.86% of total
outstanding shares of Common, Voting Preferred, and Non-
Voting Serial Preferred Stocks as of the record date, April
13, 2020 present or represented by proxy in the meeting.
Reappointment of a Lead Independent Director (June 9)
On June 9, 2020, the Board reappointed Hon. Artemio V. Panganiban as
Lead Independent Director, in compliance with Recommendation 5.5 of
the Code of Corporate Governance for Publicly-Listed Companies for the
designation of a Lead Director from among the Independent Directors if
the Chairman is not independent, including if the Chairman of the Board
and Chief Executive Officer are held by one person.
Review of the Code of Business Conduct and Ethics; and Conflict of Interest Policy
(November 4)
PLDT’s Board of Directors acting through its Governance, Nomination and Sustainability
Committee, reviewed the Company’s Code of Business Conduct and Ethics, and Conflict
of Interest Policy and determined that these remain compliant with applicable law,
regulations and best practices and are appropriate for the Company.
Review of PLDT Group Top Risks as identified by the Top Management Team
The PLDT Board approved the PLDT Group Top Risks as identified by the Top
Management Team, which covered a review on the result of the rapid risk assessment
performed by Management on the effects of Covid-19 on the PLDT Group and the results
of discussions on the risk profiles of business and support groups with Group Heads and
relevant Officers.
PLDT Group’s Compliance with Section 404 of the Sarbanes-Oxley Act (SOX 404)
Amid the challenges of the pandemic and a system migration, Finance, Internal Audit and the
external auditors have found that the Company’s internal control environment and compliance
structure are fundamentally strong. Digitalization has been fast-tracked, and the Control
Owners were flexible in redesigning their processes and controls to adapt to the new normal.
The transition to an automated tool for Controls Self-Assessment and Sub-Certification has
also helped hurdle the challenges brought by the pandemic.
35
35
OUR LEADERSHIP
BOARD OF DIRECTORS
The year 2020 was a year of great challenges for the PLDT
Group, but also a year of great opportunity. It was a year
when Board leadership was tasked to ensure good corporate
governance amid changed circumstances – community
quarantine restrictions, a quick pivot to a work from home
environment for a large number of employees, health and
wellness concerns, and the palpable and urgent need to
actively collaborate with government and other business
leaders to build back lives and assist communities in need.
As the body entrusted with authority to act for and on behalf
of the Company, acts of the Board, including its exercise of
corporate powers, conduct of business and control of the
properties of the Company, were expressions of the will of its
stockholders by whose mandate the Board was constituted.
With this mandate, our Directors performed their duties
diligently and in good faith and devoted sufficient time and
attention for such purpose. As trustees of stockholders and
other stakeholders’ interests, our Board and its directors
acted in the best interest of the Company and for the
common benefit of its stockholders and other stakeholders.
To ensure a high standard of governance for the Company,
the Board performs the following functions and duties with
the assistance of the Board Committees:
CORPORATE GOVERNANCE
The Board, with the assistance of the Governance,
Nomination and Sustainability Committee,1 establishes the
Company’s corporate governance framework, principles
and policies aligned with business objectives, and oversees
their implementation and of continuing education and
communication programs on good governance.
DETERMINATION AND REVIEW OF COMPANY’S VISION,
MISSION AND STRATEGIC OBJECTIVES
The Board, in coordination with Management, determines
the Vision, Mission and strategic objectives of the
Company and reviews the same annually in relation to
corporate performance in its annual strategic planning
session with Management.
MANAGEMENT OVERSIGHT
The Board exercises oversight on Management in its
execution of the strategic direction and implementation of
policies set by the Board.
SUSTAINABILITY, CORPORATE SOCIAL RESPONSIBILITY
AND STAKEHOLDER ENGAGEMENT
The Board, with the assistance of the Governance,
Nomination and Sustainability Committee, establishes
and oversees the implementation of the Company’s
sustainability strategy, framework, program and policies;
and oversees the Company’s social investments
and commitments to making meaningful impact to
communities. It ensures that the Company has an investor
relations program and programs for engagement and
communication with sectors of the community in which
the Company operates, including the Company’s disclosure
of material and reportable information regarding non-
financial and sustainability issues, with focus on the
management of economic, environmental, social and
governance (EESG) issues of the business.
1 The Governance and Nomination Committee (GNC) was renamed “Governance, Nomination and Sustainability Committee” (GNSC)
pursuant to the GNSC Charter which was approved and adopted by the Board of Directors on November 5, 2020.
36
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
FINANCIAL REPORTING, INTERNAL CONTROL,
INTERNAL AUDIT, AND INDEPENDENT AUDIT
ANNUAL BOARD ASSESSMENT
The Board, with the assistance of the Audit Committee,
carries out its oversight responsibilities for the Company’s
financial reporting, internal control system, internal audit
and independent audit mechanisms.
The Board conducts an annual self-assessment to evaluate
the performance of the Board as a whole, the Board
Committees and the individual directors. Each Board
Committee also conducts an annual self-assessment of its
performance.
ENTERPRISE RISK MANAGEMENT
The Board, with the assistance of the Risk Committee,
fulfills its oversight responsibilities for the Company’s
assessment and management of enterprise risks. It reviews
and discusses with Management the Company’s major risk
exposures and the corresponding risk mitigation measures.
TECHNOLOGY
The Board, with the assistance of the Technology
Strategy Committee, reviews and approves the
Company’s technology strategy and roadmap, and capital
expenditures for network and technology.
DATA PRIVACY AND INFORMATION SECURITY
The Board, with the assistance of the Data Privacy and
Information Security Committee,2 oversees data privacy
and information security governance; reviews and
approves the Company’s strategic plans on data privacy
and information security; oversees the adoption and
implementation of a system for identifying, assessing,
monitoring and managing enterprise-wide data privacy
and information security risks, including its framework,
structure, policies, standards, and processes.
SUCCESSION PLANNING, PROFESSIONAL
DEVELOPMENT, AND EXECUTIVE COMPENSATION
The Board, through its Executive Compensation
Committee, reviews the criteria for employment,
promotion and professional development plans for
Senior Management; keeps track of their performance,
and evaluates their potential for other critical roles
and leadership paths. A succession planning process is
facilitated within the PLDT Group referred to as the critical
talent program. The Board is assisted by the Executive
Compensation Committee in developing the compensation
philosophy or policy consistent with the strategy, culture
and control environment of the Company.
SELECTION PROCESS FOR DIRECTORS AND
APPOINTMENT OF OFFICERS
The Board, with the assistance of the Governance,
Nomination and Sustainability Committee, implements a
selection process to ensure that the Board has an effective
and balanced mix of knowledge, expertise, experience
and diversity in terms of, among others, age, gender and
ethnicity, and reviews the qualifications of officers to be
appointed.
COMPOSITION
Our Board is composed of 13 members, with three independent
directors, eight other non-executive directors and two executive
directors. Three directors are female and two are Japanese
citizens. All the members of our Board are qualified and
competent directors with diverse and complementing skills,
expertise, experience and knowledge which enrich the collective
processes and practices of our Board. Our directors have
extensive experience in their respective fields or industries, such as
telecommunications, Information and Communication Technology
(ICT), business processing, infrastructure, power, insurance, real
property development, retail and agriculture businesses, law and
public administration. At least three of our non-executive directors
have extensive experience in the telecommunications industry.
Chairman. Our Chairman provides
leadership for the Board and ensures that
the Board works effectively and performs its
duties responsibly. He presides and facilitates
discussions in Board meetings focusing on
strategic matters, risk management, key
issues and governance concerns that will
affect the business operations.
The incumbent Chairman, Mr. Manuel V. Pangilinan, concurrently
holds the position of President and CEO since January 1, 2016. With
the guidance of the Governance, Nomination and Sustainability
Committee, Mr. Pangilinan continues to manage the search for a
new President and CEO of PLDT. Meanwhile, the Board is assured
of the benefit of independent views with the checks and balances
in place: (i) clearly defined duties and responsibilities of the
Chairman and the President & CEO in the By-Laws, CG Manual
and Board Charter; (ii) independent Board oversight, supported
by three independent directors, including a lead independent
director, eight non-executive directors, Audit Committee composed
entirely of independent directors, and Governance, Nomination
and Sustainability Committee, Executive Compensation Committee
and Risk Committee with independent directors constituting the
majority of their respective voting members; and (iii) Company
policies and procedures which have been established to manage
conflicts of interests.
Independent Directors. Our independent directors, namely,
Retired Supreme Court Chief Justice Artemio V. Panganiban, Mr.
Pedro E. Roxas and Mr. Bernido H. Liu, were selected pursuant to
the specific independence criteria set out under applicable laws
and rules, our By-Laws and CG Manual. Under our CG Manual, an
independent director is, broadly, “a person who is independent
of Management and who, apart from his fees and shareholdings,
is free from any business or other relationship with the Company
which could, or could reasonably be perceived to, materially
interfere with his exercise of independent judgment in carrying out
his responsibilities as a director of the Company.” More specific
independence standard criteria are enumerated in our By-Laws
and CG Manual. On June 9, 2020, the Board reappointed Hon.
Artemio V. Panganiban as Lead Independent Director pursuant to
the Recommendation of the Code of Corporate Governance for
Publicly-Listed Companies (CG Code for PLCs).
2 The creation of the Data Privacy and Information Security Committee (“DPISC”) and the adoption of the Data Privacy and
Information Security Charter were approved by the Board on November 5, 2020.
37
PLDT 2020 ANNUAL REPORT
DIVERSITY
PLDT considers having an optimally performing diverse Board
as an essential element for the attainment of the Company’s
strategic objectives and its sustainable development. PLDT’s
Board Diversity Policy articulates the Company’s recognition
of the enhanced quality of performance and decision-making
capability of a Board that is composed of a mix of directors
who are equipped with knowledge, skills, professional or
business experience, cultural and educational background,
ethnicity, gender, age, length of service, and is a combination
of executive, non-executive and independent directors. The
Company’s Board Diversity Policy provides that without
infringing the cardinal right of the stockholders to nominate
and vote for the election of directors, the Governance,
Nomination and Sustainability Committee and the Board shall
consider the appropriate mix, complementation and interplay
of the various diversity aspects in the selection of qualified
director-nominees, including independent director-nominees,
who will be recommended for election by the stockholders
or the Board, as the case may be, for the Company to
achieve the benefits of Board diversity as well as to fairly
and effectively promote the interest of all the stakeholders,
particularly the long term interest of the stockholders of the
Company.
For the purpose of selecting the members of our Board, the
Governance, Nomination and Sustainability Committee follows
the Company’s Guidelines on the Search, Screening and
Selection of Directors and Screening Checklist which contain,
among others, the criteria and qualifications for directorship
and a matrix on the skills, expertise and experience relevant to
the responsibilities of the Board, and considers other relevant
factors, such as conflict of interest and directorships and/or
positions in other corporations. The process ensures that the
selection of directors and independent directors is aligned
with the Board Diversity Policy and the Company’s Vision,
Mission, and strategic objectives.
DIRECTORSHIPS IN OTHER CORPORATIONS
Our Board adheres to a performance-based standard in
determining whether directorships in other companies
compromise the capacity of a director to serve or perform
his/her duties and responsibilities to the Company diligently
and efficiently. Differences in individual capabilities and the
nature and demands of directorships in other companies are
given due consideration in determining fitness and capacity
to serve in our Board.
MEETINGS
Our Board meets, more or less, on a monthly basis, in
accordance with the schedule of meetings that it sets at the
end of the preceding year. Invariably, some of these meetings
are devoted to the review and/or approval of the Company’s
Vision and Mission, the strategic plans and budget, business
operations updates, network and technology updates, capital
expenditures and investments, risk management reports
and sustainability programs. Once every quarter, our Board
reviews the quarterly financial reports. The Board holds
executive sessions with independent directors and non-
executive directors, excluding executive directors, at least
once a year and at such other times as the Board may deem
necessary or appropriate. The Board held one executive
session in 2020.
BOARD DIVERSITY FACTORS
ROLE
GENDER
AGE (YEARS)
ETHNICITY
TELECOM-ICT
EXPERIENCE (YEARS)
YEARS IN PLDT
AS DIRECTOR
3
INDEPENDENT
DIRECTORS
(ID)
2
EXECUTIVE
DIRECTORS
(ED)
8
NON-EXECUTIVE
DIRECTORS
(NED)
10
3
>70(6)
61-70 (4)
51-60 (3)
FILIPINO (11)
JAPANESE (2)
>20(8)
10-20 (3)
<10 (2)
>30 (1)
11-30(3)
<10(9)
DIRECTORS’ PROFESSIONAL BACKGROUND
Several of our directors have professional background and business experience in more than one field.
BUSINESS
LEGAL
ENGINEERING-ICT
PUBLIC ADMIN
10 (77%)
4 (31%)
4 (31%)
3 (23%)
38
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
ATTENDANCE IN 2020 BOARD MEETINGS AND ANNUAL STOCKHOLDERS’ MEETING (ASM)
Director
Designation
Board Meetings
ASM
Manuel V. Pangilinan
Ma. Lourdes C. Rausa-Chan
Bernido H. Liu
Artemio V. Panganiban
Pedro E. Roxas
Manuel L. Argel, Jr.
Helen Y. Dee
Ray C. Espinosa
James L. Go
Shigeki Hayashi
Junichi Igarashi
Albert F. del Rosario
Marife B. Zamora
Executive Director
Executive Director
Independent Director
Independent Director
Independent Director
Non-executive Director
Non-executive Director
Non-executive Director
Non-executive Director
Non-executive Director
Non-executive Director
Non-executive Director
Non-executive Director
12/12
12/12
11/12
12/12
12/12
12/12
11/12
12/12
12/12
12/12
12/12
12/12
12/12
ATTENDANCE IN 2020 BOARD MEETINGS AND ANNUAL STOCKHOLDERS’ MEETING (ASM)
Name
Designation
Board Meetings
ASM
Oscar S. Reyes
Roberto R. Romulo
Benny S. Santoso
Orlando B. Vea
Christopher H. Young
Advisor
Advisor
Advisor
Advisor
Advisor
12/12
12/12
12/12
12/12
12/12
In 2020, our Board held 12 meetings (nine regular Board meetings,
two special Board meetings and one organizational Board
meeting). In each meeting, a quorum of at least two-thirds of the
Board members, including at least one independent director, was
present. All independent directors were present in the Annual
Stockholders’ Meeting held on June 9, 2020. The respective
Chairmen of the Audit; Governance, Nomination and Sustainability;
Executive Compensation; Risk; and Technology Strategy
Committees were likewise present in the said meeting. Key agenda
items in the 2020 Board meetings included the following:
• Audited financial results for the year ended December 31, 2019
• 2020 Annual Budget, business strategies and initiatives
• Financial results for each quarter of 2020
• Dividend declarations
• Business updates
• Update on the impact of and management response to
Covid-19
• Network projects and capital expenditures
• Equity and other securities transactions
• Annual Stockholders’ Meeting matters
• Appointment of members of the Advisory Board and Board
Committees
• Appointment and promotion of officers
• Appointment of Lead Independent Director
• Reports of Board Committees
• Enterprise Risk Management Report
• Sustainability Report
• Approval of the Amended Governance, Nomination and
Sustainability Charter, appointment of the Chief Sustainability
Officer as a non-voting member of the Committee
• Creation of the Data Privacy and Information Security
Committee, approval of its Charter, and appointment of its
Chairman, members, and advisor
• Corporate Social Responsibility Projects
39
18%
6%
20%
11%
29%
16%
BOARD ACTIVITIES
CORPORATE GOVERNANCE
ENTERPRISE RISK MANAGEMENT
FINANCIAL REPORTING, INTERNAL CONTROLS & AUDIT,
AND INDEPENDENT AUDIT
SUSTAINABILITY, STAKEHOLDER ENGAGEMENT AND CSR
STRATEGIC DIRECTION, TECHNOLOGY & CORPORATE PERFORMANCE
MANAGEMENT OVERSIGHT
PLDT 2020 ANNUAL REPORT MEMBER
Manuel V. Pangilinan
Ma. Lourdes C. Rausa-Chan**
Bernido H. Liu*
Artemio V. Panganiban*
Pedro E. Roxas*
Ray C. Espinosa
James L. Go***
Junichi Igarashi***
Albert F. del Rosario
Roberto R. Romulo***
Oscar S. Reyes**
Orlando B. Vea**
ATTENDANCE IN 2020 BOARD COMMITTEE MEETINGS
AUDIT
COMMITTEE
(AC)
GOVERNANCE,
NOMINATION AND
SUSTAINABILITY
COMMITTEE
(GNSC)
EXECUTIVE
COMPENSATION
COMMITTEE
(ECC)
RISK
COMMITTEE
(RC)
TECHNOLOGY
STRATEGY
COMMITTEE
(TSC)
2/2
2/2
2/2
2/2
2/2
2/2
2/3
3/3
3/3
2/3
3/3
5/5
5/5
4/5
5/5
5/5
9/9
9/9
9/9
9/9
9/9
9/9
9/11
11/11
11/11
11/11
11/11
11/11
9/11
Corazon S. de la Paz-Bernardo***
9/9
Gina Marina P. Ordoñez **
2/2
3/3
* Independent Director/**Non-voting member/***Audit Committee Advisor
2020 BOARD REMUNERATION (PHP)
Director
ASM and Board Meetings
Attended
Board Committee Meetings
Attended
Total
Executive Directors
Manuel V. Pangilinan
Ma. Lourdes C. Rausa-Chan
Independent Directors
Bernido H. Liu
Artemio V. Panganiban
Pedro E. Roxas
Non-executive Directors
Manuel L. Argel, Jr.
Helen Y. Dee
Ray C. Espinosa
James L. Go
Shigeki Hayashi
Junichi Igarashi
Albert F. del Rosario
Marife B. Zamora
Total
2,750,000
2,750,000
2,500,000
2,750,000
2,750,000
2,750,000
2,500,000
2,750,000
2,750,000
2,750,000
2,750,000
2,750,000
2,750,000
35,250,000
1,625,000
250,000
2,375,000
2,375,000
2,125,000
-
-
1,375,000
3,125,000
-
3,750,000
1,375,000
-
4,375,000
3,000,000
4,875,000
5,125,000
4,875,000
2,750,000
2,500,000
4,125,000
5,875,000
2,750,000
6,500,000
4,125,000
2,750,000
18,375,000
53,625,000
Note: Only one per diem was given to directors for attendance in the Annual Stockholders’ Meeting,
Regular Meeting, and Organizational Meeting on June 9, 2020.
40
40
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS COMPENSATION
All our directors are entitled to a per diem of Php250
thousand for attendance in each Board meeting and Php125
thousand for attendance in each meeting of the Board
Committees in which some of them are members. Save for
our executive directors, our directors do not receive stock
options, performance incentives, bonuses or any other form
of compensation from the Company.
TRAINING
For the orientation of new directors, the Chairman, President
and CEO, Chief Financial Officer, Corporate Secretary and
Chief Governance Officer give a briefing on the Company’s
structure, business, operating and financial highlights,
responsibilities of the Board and its Committees and how
each operates. The new director is also furnished with copies
of all relevant corporate documents, including the Company’s
Articles of Incorporation, By-Laws, Annual Report, CG
Manual, Code of Ethics, and the Charters of the Board and
Board Committees. Updates on business and governance
policies and requirements principally from the Securities and
Exchange Commission (SEC), Philippine Stock Exchange
(PSE), US SEC, and New York Stock Exchange (NYSE), and
new laws applicable or relevant to the Company and its
business, particularly on financial reporting and disclosures
and corporate governance, are presented in Board meetings
and/or furnished to the directors.
The Board keeps abreast of industry developments, business
trends and legal requirements relevant to the Company
and its operations. In this regard, the Company conducts
an Annual In-House Corporate Governance Enhancement
Session (ACGES) that provides an opportunity for leadership
to engage in discussion with international and local experts on
relevant topics, including emerging trends and technologies,
new laws, and best business practices. Updates on business
and governance policies and requirements, and new laws
applicable or relevant to the Company and its business are
presented in Board meetings or furnished to directors. In
2020, in collaboration with Philippine-based affiliates of First
Pacific Company Ltd., the Company conducted the ACGES
for PLDT’s Board and Management on the topics: (i) How to
Lead Courageously During a Crisis; and (ii) Lessons from a
Pandemic: The MPIC Hospital Group Covid-19 Experience and
Best Practices. The ACGES was likewise attended by select
guests from the business academe.
PERFORMANCE ASSESSMENT
Our directors take part in an annual assessment process
which reviews and evaluates the performance of the whole
Board, the Board Committees and the individuals that
comprise these bodies. This process enables the Board to
identify its strengths and areas for improvement and elicit
individual director‘s feedback and views on the Company’s
strategies, performance and future direction. Each Board
Committee also conducts an annual self-assessment of
its performance. The Board assessment process is further
discussed under the Section Monitoring and Evaluation of
this report.
BOARD COMMITTEES
To aid in ensuring compliance with the principles of good
corporate governance, our Board has constituted the
following Board Committees: Audit; Governance, Nomination
and Sustainability; Risk; Executive Compensation; Technology
Strategy; and Data Privacy and Information Security.
BOARD OF DIRECTORS
Advisory Committee
Audit
Committee
(AC)
Governance,
Nomination &
Sustainability
Committee (GNSC)
Executive
Compensation
Committee
(ECC)
Risk
Committee
(RC)
Technology
Strategy
Committee
(TSC)
Data Privacy
& Information
Security
Committee
(DPISC)
41
PLDT 2020 ANNUAL REPORT
ADVISORY BOARD/COMMITTEE
Our Board is supported by an Advisory Committee that
provides guidance and suggestions, as necessary, on matters
deliberated upon during Board meetings. Our Advisory
Committee is composed of Mr. Roberto R. Romulo, Mr. Benny
S. Santoso, Mr. Orlando B. Vea, Mr. Christopher H. Young, and
Mr. Oscar S. Reyes.
PLDT’s other Board Committees, namely Audit; Governance,
Nomination and Sustainability; Executive Compensation;
Risk; Technology Strategy; and Data Privacy and Information
Security Committees assist the Board in the performance
of its functions and responsibilities. The respective charters
of the Board Committees provide that each shall have
the necessary resources and authorities to discharge
their responsibilities, including obtaining external legal or
professional advice.
AUDIT COMMITTEE (AC)
The Audit Committee assists the Board in fulfilling its
oversight responsibility for: (i) the integrity of the Company’s
accounting and financial reporting principles and policies,
and system of internal controls, including the integrity of
financial statements (FS) and the independent audit thereof;
(ii) the Company’s compliance with legal and regulatory
requirements; (iii) the Company’s audit process; and (iv)
the performance of the Internal Audit organization and
the external auditors (including the external auditors’
qualifications and independence). For efficiency, the Board
has determined that in lieu of creating a distinct Related
Party Transactions (RPT) Committee, the AC’s functions shall
include the review of material RPTs and significant unusual
transactions, in accordance with the materiality threshold
set in the Material Related Party Transactions Policy and the
Guidelines on the Proper Handling of RPTs or by the Board.
Our AC is composed of three members, all of whom are
independent directors, and four advisors. The AC members
are: Retired Supreme Court Chief Justice Artemio V.
Panganiban, Mr. Bernido H. Liu and Mr. Pedro E. Roxas, who
is the Chairman. The AC advisors include Mr. Junichi Igarashi
and Mr. James L. Go, who are non-independent directors,
Mr. Roberto R. Romulo, a member of our Advisory Board/
Committee, and Ms. Corazon S. de la Paz-Bernardo, a former
member of our Board. All the members of our AC are
financially literate, and Ms. de la Paz-Bernardo has expertise
in accounting and financial management. She is a former
Chairman and Senior Partner of Joaquin Cunanan & Company,
now Isla Lipana & Co., a member firm of Pricewaterhouse
Coopers (PwC).
The purposes, duties and powers of the AC
are set forth in its charter. The charter of the
AC may be viewed and downloaded from the
PLDT website through the QR code:
AC Activities in 2020
The PLDT AC held a total of nine joint meetings with the
Audit Committees of Smart Communications, Inc. (Smart)
and Digital Telecommunications Philippines, Inc. (Digitel).
The joint meetings of the PLDT, Smart, and Digitel Audit
Committees (AC) covered a variety of topics including the
approval of the Group-wide Internal Audit (IA) Plan for
2020. The AC likewise discussed, reviewed and noted the
comprehensive reports of the PLDT Group Internal Audit
Head on various topics, including online sales channels, install
and repair, handling of customer complaints, information
security and data privacy management, among others. The
AC discussed and noted the reports by IA on its Sarbanes-
Oxley Act Section 404 (SOX 404) year-round activities in
coordination with Finance and the Control Owners across the
PLDT Group. In line with initiatives to streamline processes
and ensure continuous improvements, the AC also approved
the engagement of external consultants for: (i) IA’s External
Quality Assurance Review, and (ii) the SOX 404 compliance
program (Project WinSOX). As part of IA’s initiatives to
strengthen the culture of ownership and accountability across
the PLDT Group, the AC likewise regularly monitored and
received updates on Project OWN’s key accomplishments
such as the timely remediation of audit issues and the
conduct of ownership culture-building trainings during
the year together with People Group and the Business
Transformation Office.
The AC reviewed, with the Chief Financial Officer (CFO) and
the PLDT Group Controller, the quarterly financial results,
accounting policies, new accounting standards and their
impact to the PLDT Group, and management’s estimates and
judgments. The AC also discussed with them the Company’s
2019 Annual Reports on Form 17-A for the Philippine
Securities and Exchange Commission (SEC), and on Form
20-F for the U.S. SEC.
The AC recommended to the Board the reappointment of
SyCip, Gorres, Velayo & Co. (SGV) as the external auditors
for the Company and its subsidiaries for 2020. It approved
SGV’s various audit and non-audit engagements; and verified
that such non-audit services would not compromise their
independence. The AC discussed with SGV their plan and
status reports for the integrated audit of the FS for 2020 and
the effectiveness of internal controls over financial reporting
(ICFR). It also approved SGV’s report on the results of the
integrated audit of the FS and the effectiveness of ICFR for
2019.
In 2020, the AC reviewed and approved all RPTs discussed
and endorsed by the CFO. The AC also reviewed the
Corporate Governance Office’s status reports on
complaints received pursuant to the Company’s Expanded
Whistleblowing Policy. It also confirmed the continued
validity of the AC Charter and the IA Charter until its next
review in 2021.
The AC likewise invited the Chief Legal Counsel, the Heads
of the Chief Revenue Office, the Heads of PLDT Regulatory
and Strategic Affairs and Smart Legal and Regulatory, the
Chief Information Officer, the Sector Heads of Finance, and
the Heads of the Business Transformation Office, to provide
updates on risk mitigations or remediations for the noted
audit items.
GOVERNANCE, NOMINATION AND SUSTAINABILITY
COMMITTEE (GNSC)
The GNSC assists the Board in the performance of its
functions to: (i) establish the Company’s corporate
governance framework, principles and policies and oversee
their implementation and of continuing education and
communication programs on good governance; (ii) develop
and implement the Board’s performance evaluation process,
as well as the evaluation process for the annual review of
Board Committees and individual directors’ performance;
(iii) review and evaluate the qualifications of the persons
nominated to the Board and to other positions requiring
appointment by the Board; (iv) identify persons qualified
to become members of the Board and/or the Board
42
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
Committees; (v) make an assessment of the effectiveness
of the Company’s nomination and selection process for the
Board and Board Committees; (vi) establish the Company’s
sustainability strategy, framework, program, policies
and oversee their implementation; and (vii) oversee the
Company’s social investments and commitments to making
meaningful impact to communities.
Our GNSC is composed of five voting members, all of
whom are regular members of our Board of Directors, and
three non-voting members. Three of the voting members
are independent directors, namely, Retired Supreme Court
Chief Justice Artemio V. Panganiban, Mr. Pedro E. Roxas and
Mr. Bernido H. Liu, and two are non-independent directors,
namely, Mr. Junichi Igarashi and Mr. Manuel V. Pangilinan,
who is the Chairman. The non-voting members are the Chief
Governance Officer, the Chief People Officer and the Chief
Sustainability Officer.
The purposes, duties and powers of the
GNSC are set forth in its charter. The
charter of the GNSC may be viewed and
downloaded from the PLDT website through
the QR code:
GNSC Activities in 2020
The PLDT GNSC held two meetings in 2020. In lieu of a
meeting in March, the Committee unanimously adopted three
resolutions pursuant to Section 4.1 (h) (iii) of its Charter.
The GNSC’s activities pursuant to its oversight function on
governance-related matters included the following:
On policy review and development, the GNSC reviewed
the (i) Code of Ethics, and (ii) Conflict of Interest Policy
and determined that the said policies remain to be
compliant with applicable law, regulations and best
practices and are appropriate for the Company, and
approved the recommendation to continue to strengthen
the implementation of the said policies. The GNSC likewise
discussed PLDT’s Integrated Annual Corporate Governance
Report that was submitted to the SEC and PSE in compliance
with the CG Code for PLCs and related SEC and PSE
memorandum circulars.
On education and communication, the GNSC provided
guidance on and approved the speakers and the content of
PLDT’s Annual Corporate Governance Enhancement Session
(ACGES) for Directors and Officers. The ACGES themes in
2020 were: (i) How to Lead Courageously During a Crisis
by leadership expert, world-renowned author and historian
at the Harvard Business School, Dr. Nancy F. Koehn; and (ii)
Lessons from a Pandemic: The MPIC Hospital Group Covid-19
Experience and Best Practices by Makati Medical Center’s
Medical Director, Dr. Saturnino P. Javier. The GNSC likewise
reviewed and approved PLDT’s Corporate Governance Report
for 2019.
On compliance and enforcement, the GNSC reviewed the
reports on PLDT’s Expanded Whistleblowing (EWB) cases
and the investigation and dispositions thereof, and those
of Smart, PLDT Global Corporation, ePLDT, Inc., Digitel and
Digitel Mobile Philippines, Inc. It likewise reviewed and noted
or approved, as applicable, the Conflict of Interest (COI)
Disclosures of key employees. The GNSC also assisted in
implementing the Board Performance Assessment for 2019
performance, which included the performance evaluation
of the Board Committees and Individual Directors. The
GNSC’s activities pursuant to its oversight function on
nomination related matters included the following: (i) pre-
screened candidates nominated to become Directors and
the qualifications of candidates for Independent Directors
and submitted to the Board the final list of qualified Director
and Independent Director nominees for election at the 2020
Annual Stockholders’ Meeting; (ii) screened and recommended
to the Board the appointment of a Lead Independent Director;
and reviewed and confirmed People Group’s evaluation of the
qualifications of officers and recommended their appointment
or re-appointment as such at the 2020 Organizational Meeting
of the Board of Directors; (iii) reviewed and confirmed People
Group’s evaluation of proposed appointments of new officers
and promotions to officer rank for approval by the Board; and
(iv) reviewed and noted the creation of the Data Privacy and
Information Security Committee and recommended to the
Board the appointment of its Chairman, members and advisor.
EXECUTIVE COMPENSATION COMMITTEE (ECC)
The ECC assists the Board in the performance of its functions
to: (i) oversee the development of a compensation philosophy
or policy consistent with the strategy, culture and control
environment of PLDT; (ii) oversee the development and
administration of PLDT’s executive compensation programs,
including long term incentive plans and equity-based plans
for officers and executives; (iii) oversee the development and
administration of the Company’s performance management
framework to monitor and assess the performance of
Management; (iv) review the succession plan for officers,
including the CEO; and (v) oversee the development and
implementation of professional development programs for
officers.
Our ECC is composed of five voting members, all of whom
are regular members of our Board of Directors, and one non-
voting member. Three of the voting members are independent
directors, namely, Retired Supreme Court Chief Justice
Artemio V. Panganiban, Mr. Pedro E. Roxas and Mr. Bernido H.
Liu, and two are non-independent directors, namely, Mr. Junichi
Igarashi and Mr. Manuel V. Pangilinan, who is the Chairman. The
non-voting member is the Chief People Officer.
The purposes, duties and powers of the ECC are
set forth in its charter. The charter of the ECC
may be viewed and downloaded from the PLDT
website through the QR code:
ECC Activities in 2020
The ECC held three meetings in 2020. Its activities for the
year included the discussion and approval of the following:
(i) payout of 2019 PLDT-Smart Short-Term Incentive Plan
(STIP); (ii) settlement of the 2019 PLDT Group Transformation
Incentive Plan (TIP) grant concluding the 2017-2019 TIP; (iii)
Management’s proposed revised Core Net Income Target
for the 2020 STIP and recommendation for differentiated
incremental STIP pay-out beyond the Core Net Income
Target; (iv) Management’s proposed revised Cumulative
Consolidated Core Net Income (CCNI) Target covering the
two-year performance period 2020 to 2021 and the proposed
revised budget under the 2020-2021 Long-Term Incentive Plan
(LTIP); (v) Management’s recommendation to pay out one
month advance 2020 STIP to eligible PLDT and Smart officers
and executives based on the projected Core Net Income
performance for 2020; and (vi) Management’s proposed 2021
STIP based on Core Net Income Target for 2021.
43
PLDT 2020 ANNUAL REPORT
The purposes, duties and powers of the TSC
are set forth in the TSC Charter. A copy of
the charter of the TSC may be viewed and
downloaded from the PLDT website through
the QR code:
TSC Activities in 2020
The TSC held eleven meetings in 2020. Its activities included
review and discussion with the Technology Group and
Management, and where appropriate, endorsement to the
Board for approval of the following: (i) technology budget
items; (ii) enhancement of the network, both mobile and
fixed, to support government projects (e-Learning, online
application and approval of permits, digital transactions, etc.);
(iii) enhancement of the network to support private business
(digital transactions); (iv) technology strategies, programs,
projects, initiatives and plans, including, among others, LTE
Expansion and Support Facilities projects; and (v) projects in
support of business operations including, among others, the
consolidated device buying plan.
DATA PRIVACY AND INFORMATION SECURITY
COMMITTEE (DPISC)
The DPISC assists the Board in the performance of its
functions to (i) promote and foster a culture of data
privacy and information security governance; (ii) review
and approve the Company’s strategic plans on data privacy
and information security; (iii) ensure accountability for
compliance with regulatory standards and best practices
on data privacy and information security; and (iv) oversee
Management’s adoption and implementation of a system for
identifying, assessing, monitoring and managing enterprise-
wide data privacy and information security risks, including its
framework, structure, policies, standards, and processes.
Our DPISC is composed of four voting members and an
advisor. The four voting members are non-independent
directors Mr. Manuel V. Pangilinan, who is the Chairman;
Atty. Ray C. Espinosa; Mr. Junichi Igarashi; and independent
director, Mr. Bernido H. Liu. Its advisor is Mr. Alfredo S. Panlilio.
The purposes, duties and powers of the
DPISC are set forth in its charter. A copy of
the charter of the DPISC may be viewed and
downloaded from the PLDT website through
the QR code:
RISK COMMITTEE (RC)
The RC assists the Board in the performance of its functions
to: (i) oversee Management’s adoption and implementation
of a system for identifying, assessing, monitoring and
managing key risk areas; (ii) review Management’s reports
on the Company’s major risk exposures; and (iii) review
Management’s plans and actions to minimize, control or
manage the impact of such risks.
Our RC is composed of five voting members, all of whom
are regular members of our Board of Directors. Three of the
voting members are independent directors, namely, Mr. Pedro
E. Roxas, Mr. Bernido H. Liu and Retired Supreme Court Chief
Justice Artemio V. Panganiban, who is the Chairman, and two
are non-executive non-independent directors, namely,
Mr. Junichi Igarashi and Mr. James L. Go.
The purposes, duties and powers of the RC
are set forth in its charter. The charter of the
RC may be viewed and downloaded from the
PLDT website through the QR code:
RC Activities in 2020
The RC held five meetings in 2020. Its activities included the
following: (i) review of the PLDT Group Top Risks as identified
by the Top Management Team, led by the head of the PLDT
Group Risk Management Department (GRMD); (ii) review and
notation of the result of the rapid risk assessment performed
by Management on the effects of COVID-19 on the PLDT
Group with the Head of the PLDT GRMD and the Chief People
Officer; (iii) review and discussion with Heads and relevant
officers of the risk profiles of the (a) Enterprise Group, (b)
Technology Group, (c) Cyber Security Operations Group, (d)
Business Transformation Office, (e) People Group, (f) Supply
Chain Management Group, (g) Corporate Affairs and Legal
Services Group, (h) Business Continuity and Resiliency Office,
(i) Data Privacy and Information Security Governance Group;
(iv) review and endorsement of the renewal of the Property
Insurance Policy and Cyber Insurance Policy with the Center
Head for Insurance; (v) review and monitoring of progress
on the rollout of the Enhanced Enterprise Risk Management
Framework with the Head of the PLDT GRMD; (vi) update of
the risk profile of the Revenue Group with the Chief Revenue
Officer and his Leadership Team; and (vii) discussion and
notation of the Top Ten Risks in Telecommunications as
presented by Ernst & Young (EY).
TECHNOLOGY STRATEGY COMMITTEE (TSC)
The TSC assists the Board in the performance of its functions
to: (i) review and approve the strategic vision for the role
of technology in PLDT’s overall business strategy, including
the technology strategy and roadmap of PLDT; (ii) fulfill its
oversight responsibilities for PLDT’s effective execution of its
technology-related strategies; and (iii) ensure the optimized
use and contribution of technology to PLDT’s business and
strategic objectives and growth targets.
Our TSC is composed of five voting members and two
non-voting members. The five voting members are non-
independent directors Mr. Manuel V. Pangilinan, who is the
Chairman, former Ambassador Albert F. del Rosario, Atty. Ray
C. Espinosa, Mr. James L. Go and Mr. Junichi Igarashi; and the
two non-voting members are Mr. Oscar S. Reyes and
Mr. Orlando B. Vea, who are members of our Advisory
Board/Committee.
44
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
Date
Program
Speaker/Training Institution
Name
2020 TRAINING
September 25, 2020
How to Lead Courageously
During a Crisis
Nancy F. Koehn, Ph.D.
PLDT Annual Corporate Governance
Enhancement Session
Lessons from a Pandemic:
The MPIC Hospital Group
Covid-19 Experience and Best
Practices
Saturnino P. Javier, M.D.
PLDT Annual Corporate Governance
Enhancement Session
Directors
Manuel V. Pangilinan
Manuel L. Argel, Jr.
Helen Y. Dee
Albert F. del Rosario
Ray C. Espinosa
Shigeki Hayashi
Junichi Igarashi
Bernido H. Liu
Artemio V. Panganiban
Ma. Lourdes C. Rausa-Chan
Pedro E. Roxas
Marife B. Zamora
Advisory Board/
Committee Members
Oscar S. Reyes
Roberto R. Romulo
Benny S. Santoso
Orlando B. Vea
Christopher H. Young
Audit Committee Advisor
Corazon S. de la Paz-Bernardo
GNSC and ECC
Non-voting Member
Gina Marina P. Ordoñez
MANAGEMENT
Our Board exercises oversight on Management in accordance
with the standards set forth in our CG Manual. The roles
of Management and other offices involved in ensuring
implementation of the corporate governance policies and
requirements are discussed below.
President and CEO. The President and CEO has general
care, management and administration of the business
operations of the Company. He ensures that the business and
affairs of the Company are managed in a sound and prudent
manner and that operational, financial and internal controls
are adequate and effective to ensure reliability and integrity
of financial and operational information, effectiveness
and efficiency of operations, safeguarding of assets and
compliance with laws, rules, regulations and contracts. He
provides leadership for Management in developing and
implementing business strategies, plans and budgets to
the extent approved by the Board. In order to enable the
members of the Board to properly fulfill their duties and
responsibilities, the CEO provides the Board with a balanced
and understandable account of the Company’s performance,
financial condition, results of operations and prospects on a
regular basis. He directs Management to provide the Board/
directors with adequate and timely information about the
matters to be taken up in their Board meetings. He likewise
ensures that the directors have independent access to
Management. The President and CEO: (i) communicates and
implements the Company’s vision, mission, values and overall
strategy and promotes the appropriate enhancement in the
organization or its stakeholder engagement in relation to the
same; and (ii) serves as the link between internal operations
and external stakeholders. Management formulates, under
the oversight of the Audit Committee, financial reporting and
internal control systems, rules and procedures. Other duties of
the President are set forth in the CG Manual.
In 2020, well aware of the impact of the Covid-19 pandemic
on the nation, our President and CEO identified three most
important constituents for the organization in his President’s
Report to stockholders and other stakeholders during
the Company’s first virtual Annual Stockholders Meeting:
first, the health and financial well-being of our employees;
second, continuing connectivity and service excellence to
our customers; and third, assistance to government and its
agencies in addressing the needs of Filipinos.3
Corporate Secretary. The Corporate Secretary assists
the Board in the conduct of its meetings, including the
preparation of the schedule and agenda of Board meetings,
and ensures that all Board procedures, rules and regulations
are observed by the directors, and Management provides the
Board with complete and accurate information necessary
for judicious decision making. The Corporate Secretary is
responsible for the safekeeping and preservation of the
integrity of the minutes of the meetings of the Board and
Board Committees, as well as other official records of the
Company, and contributes to the flow of information between
the Board and Management, the Board and its Committees,
and the Board and the Company’s stakeholders, including
stockholders. In 2020, as the Company quickly adapted to a
digital work environment, our Corporate Secretary worked to
facilitate the transformation of in-person Board meetings to
an interactive, secure and productive online environment.
3 Excerpt from PLDT President & CEO, Mr. Manuel V. Pangilinan’s Report to Stockholders on the June 9, 2020 PLDT Annual Stockholders’ Meeting.
454545
PLDT 2020 ANNUAL REPORT
Report
SHAREHOLDERS
Election
Report
Accountability
BOARD OF DIRECTORS
Appointment
Committee Charter
Designation
Report
Assurance
Appointment
Appointment
BOARD COMMITTEES
External
Auditor
Report
Audit
Committee
Risk
Committee
Executive
Compensation
Committee
Technology
Strategy
Committee
Governance,
Nomination and
Sustainability
Committee
Data Privacy and
Information Security
Committee
Oversight
Guidance
Report
Oversight
Guidance
Report
Oversight
Guidance
Report
Oversight
Guidance
Report
Oversight
Guidance
Report
Information
Internal
Audit
CRMO/Group
Risk Mgmnt
Department
People
Group
Corporate
Governance
Office
Sustainability
Office
People
Group
Data Privacy
and Information
Security Group
Cyber Security
Operations
Group
Report
Report
Report
Report
Report
Report
Report
Annual Audit
CEO
MANAGEMENT
Appointment
Oversight
Report
Accountability
Internal Audit Organization. Our Internal Audit
organization determines whether the Company’s structure
of risk management, control and governance processes are
adequate and functioning, and provides reasonable assurance
that, among others, significant financial, management, and
operating information are accurate, reliable and timely and
employees’ actions are in compliance with policies, standards,
procedures, and applicable laws and regulations.
It provides a systematic and disciplined approach in the
evaluation and improvement of the effectiveness of such
processes. Internal audit examinations cover, at the minimum,
the evaluation of the adequacy and effectiveness of controls
covering the Company’s financial reporting, governance,
operations and information systems, including the reliability
and integrity of financial and operational information,
effectiveness and efficiency of operations, protection of
assets, and compliance with laws, rules, regulations and
contracts. The Chief Audit Officer/Internal Audit Head
oversees and is responsible for the internal audit activities of
the Company, including any portion thereof that is outsourced
to a third-party service provider. He reports functionally
to the AC and administratively to the President and CEO.
The charter of the internal audit organization complies with
the International Standards for the Professional Practice of
Internal Auditing of the Institute of Internal Auditors.
In the discharge of his duties, the Chief Audit Officer/Internal
Audit Head is required to provide annually, an assessment on
the adequacy and effectiveness of the Company’s processes
for controlling activities and managing risks; report significant
issues related to the processes of controlling activities,
including potential improvements to such processes, as
well as provide information concerning such issues; and
periodically provide information on the status and results
of the annual internal audit plan and the sufficiency of our
internal audit organization’s resources. Other duties of the
Chief Audit Officer/Internal Audit Head are set forth in the
CG Manual.
External Auditor. The Company’s external auditor is
appointed by the AC which reviews its qualifications,
performance and independence. To ensure objectivity in the
performance of its duties, the external auditor is subject to
the rules on rotation and change, every five years; general
prohibition on hiring by the Company of the external
auditor’s staff; and full and appropriate disclosure to, and
prior approval by the AC of all audit and non-audit services
and related fees. Approval of non-audit work by the external
auditor is principally tested against the standard of whether
such work will conflict with its role as an independent auditor
or would compromise its objectivity or independence as such.
Our external auditor is SGV & Co., a member practice of EY.
Chief Governance Officer. The primary responsibilities
of the Chief Governance Officer include monitoring
compliance with the provisions and requirements of corporate
governance laws, rules and regulations, reporting violations
and recommending the imposition of disciplinary actions,
and adopting measures to prevent the repetition of such
violations. The Chief Governance Officer assists the Board and
the GNSC in the performance of their governance functions.
Under the supervision and direction of the Chief Governance
Officer, the Corporate Governance Office (CGO) assists in the
implementation of the corporate governance policies adopted
by the Board.
46
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
POLICIES AND PRACTICES
PLDT follows the corporate governance and sustainability
standards prescribed by Philippine law or recommended
under rules and regulations of the SEC and the PSE. As a
foreign private issuer with American Depositary Shares listed
and traded in the NYSE, PLDT also complies with governance
standards laid out in the relevant laws of the US and rules and
regulations of the US SEC and NYSE. Being an associated
company of First Pacific Company Ltd., a company listed in
the Hong Kong Stock Exchange, PLDT also benchmarks with
the governance standards of Hong Kong.
Corporate Governance Framework. PLDT’s corporate
governance framework is embodied in the integrated
system of governance structures, policies and processes set
forth in PLDT’s Articles of Incorporation, By-Laws, Manual
on Corporate Governance (CG Manual), Code of Business
Conduct and Ethics (Code of Ethics) and Corporate Social
Responsibility Statement. Our business principles are
threshed out in implementing policies including the Supplier/
Contractor Relations Policy, Conflict of Interest Policy,
Expanded Whistleblowing Policy, Policy on Gift-Giving
Activities, Policy on Gifts, Entertainment and Sponsored
Travel, Material Related Party Transactions Policy, Guidelines
on Related Party Transactions, and Disclosure Rules, among
others. The Company promotes a culture of good corporate
governance through the implementation of these corporate
governance (CG) policies, including the CG Manual, Code
of Ethics and related policies. PLDT’s key subsidiaries have
adopted corporate governance rules and policies similar in
substance and form to the foregoing corporate governance
policies and suited to their particular business environments
and contexts, and appointed their respective corporate
governance or compliance officers.
All CG policies of the Company are reviewed at least once
every two years to ensure that they are appropriate for PLDT,
benchmarked with global best practices, and compliant
with applicable law and regulations. In 2020, PLDT’s Board
of Directors acting through its Governance, Nomination and
Sustainability Committee, reviewed the Company’s Code of
Ethics and the Conflict of Interest Policy, and determined
that these policies remain compliant with applicable law,
regulations and best practices and are appropriate for the
Company.
CG Manual. Our CG Manual defines our corporate
governance framework and structure. Supplementary to
PLDT’s Articles of Incorporation and By-Laws, it assigns and
delineates functions and responsibilities, and entrusts powers,
authorities and resources for the execution of such functions
and responsibilities. The CG Manual provides, among other
matters, the composition and responsibilities of the Board,
the Company’s duties towards its shareholders in general,
its minority shareholders and its other
stakeholders, and the Company’s obligation
to comply with applicable disclosure rules.
A copy of the CG Manual can be found at the
PLDT website through the QR code:
Chief Risk Management Officer. The Chief Risk
Management Officer (CRMO) is tasked to: (i) plan the overall
strategy of the different risk management units of the PLDT
Group; (ii) review individual risk management activities and
controls of the operational units; (iii) review internal and
external factors that can negatively affect the PLDT Group
risk profile; (iv) influence, and when necessary, challenge
material risk decisions and initiatives; (v) monitor that risks
are within the bounds of the risk appetite of the PLDT Group;
and (vi) review and escalate risks to the Top Management
Team, the Risk Committee and the Board, as necessary,
advising them on requisite actions.
Group Enterprise Risk Management Department (GRMD). The
GRMD implements an integrated risk management program
with the goal of identifying, analyzing and managing the
PLDT Group’s risks to an acceptable level in order to enhance
opportunities, reduce threats, and thus sustain competitive
advantage. The implementation of the enterprise risk
management (ERM) process ensures that critical risks are
well understood and effectively managed across all functions
and units within the PLDT Group. The GRMD sets guidelines
for the identification and analysis of key risk exposures
relating to economic, operational, environmental, social and
governance factors that may affect the achievement of the
organization’s strategic objectives. It assists in the evaluation
and categorization of identified risks, as well as in the
development of risk mitigation plans for the most important
risks of the Company. It communicates and reports significant
risk exposures, including business risks, control issues and
risk mitigation plans to the Risk Committee. The ERM process
used by the GRMD is based on the ISO 31000 standard on
risk management. The GRMD Head supervises the entire ERM
process and spearheads the development, implementation,
maintenance and continuous improvement of ERM processes
and documentation, and communicates the top risks and
status of implementation of risk management strategies and
action plans to the Risk Committee and the Board.
Chief Sustainability Officer. The Chief Sustainability
Officer heads the Sustainability Office and assists the
President and Chief Executive Officer and the Board in
overseeing the Company’s overall sustainability strategy, and
that the Company institutionalizes sustainability management
towards the cultivation of a strong culture of corporate
responsibility.
Chief Data Privacy Officer. The Chief Data Privacy Officer
(CDPO) heads the Data Privacy Office and is tasked to (i)
ensure the PLDT Group’s compliance with data privacy laws,
regulations, and best practices; (ii) provide direction to and
coordinate closely with PLDT Group business units to ensure
effective implementation of data privacy strategies including
policies, procedures, processes, and compliance review; and
(iii) collaborate with data protection authorities on behalf of
the PLDT Group.
Chief Information Security Officer. The Chief Information
Security Officer (CISO) heads the Cyber Security Operations
Group and is tasked to (i) improve, develop and implement
information and cybersecurity-related policies, processes
and technologies; (ii) ensure compliance with applicable
laws, regulations and standards; (iii) manage cybercrime-
related cases; (iv) collaborate with government and other
private entities in the campaign against cyber threats
and/or cybercrimes foreign and domestic; and (v) ensure
alignment of all PLDT Group companies on information and
cybersecurity-related practices.
47
PLDT 2020 ANNUAL REPORT
Code of Business Conduct and Ethics (Code of
Ethics). Our Code of Ethics defines the Company’s
corporate governance principles of integrity, accountability,
transparency and fairness, which the Company shall observe
in the conduct of its business. It sets the
governance and ethical standards that shall
govern and guide all business relationships
of the Company, its directors, officers and
employees. A copy of the Code of Ethics is
found at the PLDT website through the
QR code:
The implementation of the Code of Ethics is reinforced by
enabling policies such as the Supplier/Contractor Relations
Policy; Expanded Whistleblowing Policy; Gifts, Entertainment
and Sponsored Travel Policy; and Policy on Gift-Giving
Activities which, in conjunction with the Code of Ethics,
embodies the Company’s anti-corruption policy.
Conflict of Interest Policy (COI Policy). This policy
enjoins PLDT’s directors, employees and consultants to
promptly disclose conflict of interest (COI) situations to
the relevant authorities. If warranted, the person concerned
should obtain appropriate approvals and inhibit from any
action, transaction or decision involving an existing or
potential COI. The Company has established an online COI
disclosure system to facilitate the immediate disclosure of
conflicts of interest.
Material Related Party Transactions (MRPT) Policy
and Guidelines on the Proper Handling of Related
Party Transactions (RPT Guidelines). The Policy
provides the processes, controls and safeguards for the
proper handling of related party transactions, including
review, approval and disclosure, consistent with applicable
laws and regulations. The MRPT Policy applies to related
party transactions that meet the Materiality Threshold as
therein defined and covers PLDT and the PLDT Group. On
the other hand, related party transactions that are below the
Materiality Threshold in the MRPT Policy are covered by the
RPT Guidelines. The RPT Guidelines provides the process
of review, approval and disclosure of the Company’s RPTs
that are subject to review and approval by the designated
authorities. The review’s principal focus is on whether an
RPT is on arm’s length terms and in the best interest of PLDT
and its shareholders as a whole, considering all relevant
circumstances. MRPTs are reviewed by the AC, which is
composed entirely of independent directors, and subject to
approval by the Board. The Head of Financial Reporting and
Controllership Sector, in coordination with the Company’s
Disclosure Committee, is responsible for the disclosure
of RPTs in the relevant financial reports of the Company
as required under Philippine Accounting Standard 24,
Related Party Disclosures, and other applicable disclosure
requirements.
Policy on Gifts, Entertainment and Sponsored Travel
(Gifts Policy) and Policy on Gift-Giving Activities.
The Gifts Policy provides safeguards in the receipt and
acceptance of gifts given by third parties to ensure that such
gifts would not affect the objective, independent or effective
performance by directors, officers and employees of their
duties to the Company. The Policy on Gift-Giving Activities
provides guidance and procedural safeguards with respect to
gift-giving activities to government officials and employees
and to business partners, for or on behalf of, PLDT. The
Policy seeks to ensure that such activities are compliant with
applicable laws, respectful of the intended recipient’s gifts
policy, and consistent with the Company’s core values and
policies.
Supplier/Contractor Relations Policy. This Policy
establishes clear rules for arm’s length transactions and fair
treatment of prospective and existing suppliers. The Policy
specifically adopts the processes of vendor accreditation
and competitive bidding as the general rule to ensure that
contracts are awarded only to qualified and duly accredited
vendors who offer the best value for money for PLDT’s
requirements.
Expanded Whistleblowing Policy (EWB Policy). This
Policy provides guidelines on handling employee disclosures
or complaints regarding (i) violations of corporate governance
rules, including the aforementioned policies; (ii) questionable
accounting and auditing matters; and (iii) violations or
offenses (other than those in (i) and (ii) above) covered by
the Company’s Human Resources Manual. The EWB Policy
protects whistleblowers and witnesses from retaliation, and
to ensure confidentiality and fairness in the handling of a
disclosure or complaint, PLDT maintains a Whistleblowing
Hotline and other reporting facilities, such as a dedicated
electronic mailbox, post office box and facsimile transmission
system. All employees and stakeholders who come forward
in good faith to report violations or any act that may be
considered as contrary to the Company’s values may submit a
disclosure or complaint regarding such violation to the CGO.
Anonymous disclosures or complaints are allowed and duly
processed, subject to certain conditions. In all processes and
activities related to a whistleblowing disclosure/complaint,
utmost confidentiality is observed in order to ensure the
integrity of the process and protect the parties, employees or
officers who are allegedly involved therein.
As of December 31, 2020, two new whistleblowing complaints
were received by PLDT CGO. These cases were consolidated
and jointly investigated by PLDT CGO and Internal Audit and
the investigation was completed in 2020. The complaints
covered allegations of violation of the Code of Ethics, Conflict
of Interest Policy, Procurement Policy, Supplier/Contractor
Relations Policy and the Human Resources Manual. One case
that was under preliminary evaluation as of December 31,
2019 was determined to fall outside the scope of the EWB
Policy and was referred to line management for investigation.
Thereafter, administrative proceeding was initiated, and the
appropriate disciplinary action was imposed. Four other
concerns were referred to line management or the Company’s
relevant subsidiary for further evaluation and handling. No
Complaint on Retaliation was received. Smart received one
EWB case, which was closed in 2020, and two new concerns
that fall outside the scope of the EWB Policy, which are
ongoing investigation. PLDT Global Corporation (PGC),
ePLDT, Digital Telecommunications Philippines, Inc. (DTPI)
and Digitel Mobile Philippines, Inc. (DMPI) did not receive an
EWB case or Complaint on Retaliation in 2020.
Protection of Technology Resources and Information.
PLDT has a Unified Information Technology Policy that is
applicable to PLDT, Smart and DMPI, and which contains
policy statements on social media and data privacy; and
provides for the protection of information assets and the
proper use of technology resources.
PLDT’s Cyber Security Operations Group, headed by the
CISO, is tasked to create, implement and operate the
Information Security Management Systems framework of the
Group and to support the review and update of its security
policy. In 2020, the Group cyber security strategy continued
to focus on protecting the Company’s critical assets.
This meant operationalizing its cyber security operations
framework leading to the following achievements: (i) full
deployment of endpoint security to all corporate workstations
48
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
to detect, prevent, and respond to attacks; (ii) containment
of and response to security incidents within less than one
minute, on average; (iii) prevention of attacks to our corporate
websites through enrollment in our web application firewall;
(iv) automation of access review of all SOX applications;
(v) blocking of access to phishing, scamming and malware
distribution sites; (vi) identification and addition of indicators
of compromise in our threat intelligent database used for real-
time threat correlation; (vii) expansion of security visibility
by enrolling active IP-based assets to our 24x7 Security
Operations Center; (viii) conduct of various campaigns,
through weekly awareness and phishing testing, to address
the human aspect of cyber security; and (ix) support for
the secure deployment of new systems, products and
services within the organization. Anchored on the belief that
employees are an integral part of our strategy, it becomes
crucial to shape employee behavior and provide motivation
for risk-based decisions and doing the right thing. Hence,
a robust, no-nonsense Cybersecurity Awareness Program
has become one of the pillars of our employee engagement
strategy. Efforts in this regard led to the prevention of
possible incidents of phishing and other email-based scams in
PLDT, Smart and/or ePLDT.
The PLDT Group continues to strive to protect the delivery of
digital services that the organization needs to be successful,
agile and resilient. Beyond protection, the Group aims to
continue its pursuit of cyber security operational excellence,
mature and sustain its competencies and serve as a frontline
contributor to the growth of the business.
Personal Data Protection. In 2020, PLDT’s Privacy
Management Program pivoted from a statutory compliance-
focused paradigm to one focused on maturing the practice
of Data Privacy in its operations. Towards this goal, the
Company’s Data Privacy Office (DPO) identified activities
aimed at organizational and people development while
providing seamless support to operational units within
the PLDT Group. The DPO launched the Data Privacy
Management Assurance Platform, starting with the rollout of
a unified Cookie Notice and consent solution across Company
channels. Critical development of processes, particularly
for privacy assessments, meant that new projects with
limited personal data processing and low privacy risks were
identified, assessed, and quickly launched, resulting in more
agile product development and more responsive customer
service. The DPO also developed its own Privacy Maturity
Framework based on local and international privacy laws
and best practices. In parallel, an enhanced Data Privacy
Compliance Methodology was developed to better assess
the Company’s privacy programs. The methodology is based
on ISO 19011:2018 (Guidelines on Auditing Management
Systems) and includes guidance on conducting compliance
assessments remotely. The development of the Privacy
Maturity Framework and improvement of the Data Privacy
Compliance Methodology are critical inputs to improving the
maturity level of Privacy practice within PLDT. Significant
releases and updates were also made on the following
standards and processes: the Privacy Management Program
Standards which guide Data Protection Officers of the
Company’s component units in developing and implementing
their respective privacy programs, Privacy Impact
Assessment, Breach Management, Exercise of Rights of Data
Subjects, and Risk Management.
The DPO also played a key role in the shift to remote work
arrangements in the PLDT Group as the country coped
with the COVID-19 pandemic. The DPO provided guidance
to business and support units to ensure that Company and
stakeholders’ data remain protected.
Blackout Periods/Restriction on Trading of Shares.
PLDT’s Code of Ethics prohibits directors, officers and
employees from dealing in the Company’s shares when in
possession of material non-public information about and
involving the Company. During blackout periods, dealing
in Company shares by directors, officers, and employees in
possession of material non-public information is prohibited
and in any exceptional case, prior notice to the Company
should be made of any such dealing, in accordance with
the Company’s Policy on Blackout Period/Restriction on
Trading of Shares. To enable the timely filing of the required
disclosures to the SEC and the PSE, Directors and officers
are enjoined to report to the Company their dealings in the
Company’s shares, within three trading days from the date
of the transaction, regardless of whether such dealings were
effected during or outside the blackout periods.
2020 BLACKOUT PERIODS
(RESTRICTED PERIODS FOR TRADING IN COMPANY SHARES)
PLDT Results/Report
Results/Report Release Date
Blackout/Restricted Period
Q1
Q2
Q3
Full Year
May 7
August 6
November 5
March 4, 2021
April 22 – May 11
July 22 – August 10
October 21 – November 9
February 2 – March 8, 2021
49
PLDT 2020 ANNUAL REPORT
PLDT DIRECTORS’ AND OFFICERS’ SHAREHOLDINGS
IN THE COMPANY IN THE YEAR 2020
The Company has clear policies regarding the trading by directors, officers and employees in the Company’s
own securities intended to align their interests with those of shareholders and other stakeholders. Please see
discussion on Restriction on Trading of Shares. Trading in Company shares by directors and officers in the year
2020 are shown in the table below.
NUMBER OF COMPANY SHARES1
Starting
Balance2
Acquired
Disposed
Ending
Balance3
A. Directors
1. Manuel V. Pangilinan
267,611
17,300
2. Manuel L. Argel, Jr.4
3. Helen Y. Dee
4. Ray C. Espinosa
5.
James L. Go
6. Shigeki Hayashi
7.
Junichi Igarashi
8. Bernido H. Liu
9. Artemio V. Panganiban
10. Maria Lourdes C. Rausa-Chan
11. Albert F. Del Rosario
12. Pedro E. Roxas
13. Marife B. Zamora
B. Officers
1. Alfredo S. Panlilio
2. Anabelle L. Chua
3. Victorico P. Vargas
4. Marilyn A. Victorio-Aquino
5. Gina Marina P. Ordoñez
6. Mary Rose L. Dela Paz
7. Mario G. Tamayo7
8. Alejandro O. Caeg
9. Juan Victor I. Hernandez
10. Menardo G. Jimenez, Jr.
11. June Cheryl A. Cabal-Revilla9
12. Florentino D. Mabasa, Jr.10
13. Katrina L. Abelarde
14. Marco Alejandro T. Borlongan
15
25,0806
21,743
776,154
1
1
1
1,771
6,500
142,410
231
5
3,000
20,578
9,545
0
3,234
2,480
6,5758
6,165
2,385
4,894
5,090
1,861
2,236
2,273
10,000
100,000
3,600
3,300
12,505
3,800
3,800
11,630
2,933
1,200
3,150
3,450
3,150
3,300
1,800
2,275
1,200
380
1,330
1,026
420
1,102
630
420
284,911
1
25,080
31,743
876,154
1
1
1
5,371
9,800
142,410
231
5
15,505
24,378
12,965
10,300
5,141
3,260
6,575
9,315
4,733
8,044
8,390
3,661
3,881
3,053
1
Includes directly and indirectly owned shares in the Company. Changes in shareholdings were disclosed in the Statements of Changes in Beneficial
Ownership of Securities filed with the Securities Exchange Commission and Philippine Stock Exchange, Inc. and posted on the Company website
at PLDT Investor Relations>Shareholder Information>Beneficial Ownership.
2 As at December 31, 2019
3 As at December 31, 2020
4 Mr. Argel was elected as director on January 28, 2020, replacing Ms. Aurora C. Ignacio who resigned on January 28, 2020
5 As of date of election as director
6
Includes 2,780 shares for the account of Michelle Y. Dee-Santos and 245 shares under the name of Helen Y. Dee, both under PCD Nominee
Corporation and 21,957 shares owned by Hydee Management Corporation. As chairperson and president of Hydee Management Corporation, Ms.
Dee may exercise the voting right in respect of the 21,957 shares of Hydee Management Corporation.
7 Appointed as Senior Vice President/Technology Group Head effective January 1, 2021
50
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS 15. Mary Julie C. Carceller
16. Bernard H. Castro
17. Marisa V. Conde11
18. Joan A. De Venecia-Fabul
19. Gil Samson D. Garcia
20. Joseph Ian G. Gendrano
21. Ma. Criselda B. Guhit
22. Leah Camilla R. Besa-Jimenez
23. Princesita P. Katigbak
24. Albert Mitchell L. Locsin
25. Leo I. Posadas
26. Dale M. Ramos
27. Angel T. Redoble12
28. Aileen D. Regio
29. Luis S. Reñon
30. Bernadette C. Salinas13
31. Emiliano R. Tanchico, Jr.14
32. Victor Y. Tria
33. Jude Michael H. Turcuato15
34. Melissa V. Vergel de Dios
35. John Henri C. Yanez
36. Catherine Y. Yang16
37. Maria Cecilia H. Abad
38. Minerva M. Agas
39. Benedict Patrick V. Alcoseba
40. Cecille M. Alzona17
41. Elizabeth S. Andojar
42. Roy Victor E. Añonuevo
43. Tito Rodolfo B. Aquino, Jr.
44. Mitchie M. Arcaina
45. Jerameel A. Azurin
46. Francis A. Bautista18
47. Rafael M. Bejar
48. Dianne M. Blanco19
49. Wilson S. Bobier
50. Luis Gregorio D. Casas
NUMBER OF COMPANY SHARES1
Starting
Balance2
Acquired
Disposed
Ending
Balance3
0
0
1,125
0
3
932
2,194
2,700
955
1,523
2,185
1,945
1,1058
1,272
975
6698
3,759
1,387
08
2,235
643
08
308
1,125
879
2668
590
440
390
0
804
7678
950
208
442
190
1,200
375
1,200
1,200
500
1,200
520
1,375
1,300
1,100
1,200
1,200
1,200
1.200
1,200
500
1,900
500
500
575
500
170
500
250
500
500
170
270
131
1,170
420
420
420
420
385
420
2,120
420
420
175
175
59
175
249
0
0
2,325
244
33
1,712
2,694
3,480
1,475
2,478
3,065
2,660
1,105
2,052
55
669
4,539
2,167
0
3,435
968
1,900
633
1,625
1,454
266
1,090
551
890
250
1,304
767
1,275
20
612
211
8 As of date of appointment as officer
9 Retirement effective on the close of business hour on December 31, 2020
10 Separated as First Vice President effective February 1, 2021 but will continue to serve as Assistant Corporate Secretary for the unexpired term of
his appointment to said office or until the Board elects his successor to said office
11 Separated from service effective February 1, 2021
12 Appointment as First Vice President effective February 16, 2020 was confirmed by the Board in a meeting held on August 6, 2020
13 Appointment as Vice President effective January 1, 2020 was confirmed by the Board in a meeting held on August 6, 2020. Promoted to First Vice
President effective November 5, 2020
14 Separated from service effective January 1, 2021
15 Appointment as First Vice President effective July 16, 2020 was confirmed by the Board in a meeting held on November 5, 2020
16 Appointment as First Vice President effective July 31, 2020 was confirmed by the Board in a meeting held on August 6, 2020
17 Appointment as Vice President effective November 1, 2020 was confirmed by the Board in a meeting held on November 5, 2020
18 Promoted to Vice President effective November 5, 2020
51
PLDT 2020 ANNUAL REPORT 51. Jose Michael Vincent G. Co20
52. Ma. Monica M. Consing
53. Branden B. Dean21
54. Gene S. de Guzman
55. Aniceto M. Franco III
56. John John R. Gonzales
57. Leonard A. Gonzales22
58. Silverio S. Ibay, Jr.
59. Gary F. Ignacio
60. Marven S. Jardiel
61. Alexander S. Kibanoff
62. Javier C. Lagdameo
63. Armando Dodjie T. Lim18
64. Czar Christopher S. Lopez
65. Paolo Jose C. Lopez
66. Ma. Carmela F. Luque
67. Melanie A. Manuel14
68. Ronaldo David R. Mendoza14
69. Loreevi Gail O. Mercado23
70. Oliver Carlos G. Odulio
71. Jonston Prince W. Ong24
72. Carlo S. Ople
73. Charles Louis L. Orcena
74. Serviliano L. Padiz, Jr.18
75. Raymond A. Racho
76. Eduardo H. Rafuson14
77. Ricardo C. Rodriguez14
78. Genaro C. Sanchez
79. Maria Christina C. Semira
80. Ma. Merceditas T. Siapuatco
81. Arvin L. Siena
82. Carla Elena A. Tabuena
83. Ma. Magdalene A. Tan18
84. Patrick S. Tang
85. Jecyn Aimee C. Teng
86. Milan M. Topacio
87. Radames Vittorio B. Zalameda
NUMBER OF COMPANY SHARES1
Starting
Balance2
Acquired
Disposed
Ending
Balance3
08
0
08
807
458
803
08
795
608
944
944
1,125
5328
1,120
1,100
1,125
345
345
08
984
08
828
0
4998
406
390
5,712
5,398
644
795
988
862
08
1,408
327
346
432
458
500
458
500
500
500
500
500
650
850
400
510
500
500
500
685
500
170
500
500
500
500
500
500
500
500
170
500
160
175
160
175
175
175
175
175
175
175
175
59
0
298
0
1,132
756
1,128
0
1,295
1,108
1,444
1,444
1,775
532
1,970
1,500
1,635
670
670
0
1,484
0
1,338
325
499
576
890
5,712
5,723
969
1,295
1,488
1,362
0
1,908
652
457
932
19 Appointment as Vice President effective January 16, 2020 was confirmed by the Board in a meeting held on November 5, 2020
20 Appointment as Vice President effective August 1, 2020 was confirmed by the Board in a meeting held on November 5, 2020
21 Apointment as Vice President effective May 1, 2020 was confirmed by the Board in a meeting held on August 6, 2020
22 Appointment as Vice President effective September 1, 2020 was confirmed by the Board in a meeting held on November 5, 2020
23 Appointment as Vice President effective October 16, 2020 was confirmed by the Board in a meeting held on November 5, 2020
24 Appointment as Vice President effective March 16, 2020 was confirmed by the Board in a meeting held on August 6, 2020
52
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS TRAINING AND EDUCATION
The Company provides orientation and continuous training
for its Board, Management and employees. New directors are
briefed by the Chairman, President and CEO, Chief Financial
Officer, Corporate Secretary and Chief Governance Officer
on the Company’s structure, business, operating and financial
highlights, responsibilities of the Board and its Committees
and how each operates. At or before such orientation, copies
of all relevant corporate documents, including the Company’s
Articles of Incorporation, By-laws, Annual Report, CG Manual,
Code of Ethics, and the Charters of the Board Committees
are furnished to new directors. Updates on business and
governance policies and requirements, and new laws
applicable or relevant to the Company and its business are
presented in Board meetings or furnished to directors. For the
continuous training of its directors and officers, the Company
conducts an Annual In-House Corporate Governance
Enhancement Session (ACGES) that provides an opportunity
for leadership to engage in discussion with international and
local experts on relevant topics, including emerging trends
and technologies, new laws, and best business practices.
In 2020, the Company’s first online ACGES was conducted
on the topics: (i) How to Lead Courageously During a Crisis;
and (ii) Lessons from a Pandemic: the MPIC Hospital Group
Covid-19 Experience and Best Practices. It included panel
discussions among directors, officers, and resource persons;
and was attended by directors and key officers of Philippine-
based affiliate companies of First Pacific Company, Ltd.
and select guests from the business academe. In PLDT, the
ACGES was attended by all members of PLDT’s Advisory
Board/Committee; all Directors, not otherwise exempt from
governance training;4 the Audit Committee Advisor; ECC’s
and GNSC’s non-voting member; and 75 of the Company’s
Officers.
For employees, the Company conducts orientation and
periodic training sessions on Company policies, including
corporate governance policies; skills building; and
wellness and development, supplemented by appropriate
communication materials and feedback mechanisms. In
addition to orientation sessions on corporate governance
policies for new employees, in 2020, the Company also
conducted online corporate governance refresher courses for
newly promoted PLDT management employees, officers, and
Network Field Service employees. Additionally, employees
who were unable to complete the corporate governance
eLearning refresher course in the previous year were enjoined
to complete the same in 2020. Due to the predominantly
remote work environment in 2020, education and training
were mostly conducted online and supplemented by the
production and dissemination of relevant communication
materials, including information on CGO Helplines, remote
access to CG Policies, guidance on COI disclosure, anti-
corruption, Gifts receiving, Company principles and
screensavers on good governance and sustainability.
MONITORING AND EVALUATION
PLDT monitors and evaluates the effectiveness of its
corporate governance through the following, among other
initiatives: (i) an annual performance self-assessment
conducted by the Board and the Board Committees, (ii) the
periodic review of the effectiveness of the implementation
of the Company’s CG policies, (iii) the annual compliance
evaluation conducted by Management, and other tools
employed to monitor the implementation of the CG policies.
In 2020, an annual self-assessment was conducted by the
Board to evaluate its performance as the Board, as well as
each Board Committee, and the individual directors. The
process, which also includes an evaluation of the performance
of the CEO and Management, enables the Board to identify
strengths and areas for improvement and to elicit individual
director’s feedback and views on the Company’s strategy,
performance, and future direction. The members of the Board
and the Board Committees accomplish their respective self-
assessment questionnaires for this purpose.
The Board and Board Committees’ assessment questionnaires
contain the following criteria based on leading practices and
principles on good governance: (i) for the Board – Structure,
Leadership, Roles and Responsibilities, Internal Control,
Code of Conduct and other CG Policies, Independence,
Stewardship, Resources, Internal Governance, Reporting
and Disclosure, and Shareholder and other Stakeholder
Engagement; (ii) for the Board Committees – the respective
purposes, functions and duties of the Committees; and (iii) for
individual directors – the specific duties and responsibilities
of a director. On the other hand, the Board Committees’
self-assessment questionnaire contain the following criteria:
performance, compliance, and committee governance. The
report on the results of the assessment process for the 2019
performance period was submitted to the directors in 2020.
Prospectively, the annual self-assessment shall, as practicable,
be supported by an external facilitator every three years and
allow for a feedback mechanism for stockholders, to conform
with the recommendation in the CG Code for PLCs.
In 2020, PLDT monitored and evaluated its compliance
with CG rules through a cross-functional evaluation system
whereby the heads of the various business and support
groups/units conduct an evaluation of their group/unit’s
CG compliance. The periodic process uses an evaluation
questionnaire consisting of the governance standards set
forth in the CG Code for PLCs which are applicable and
relevant to their respective functions. The results of the
evaluation conducted by the heads are consolidated as input
to the Company’s Integrated Annual Corporate Governance
Report (I-ACGR) submitted to the SEC and PSE.
PLDT likewise confirmed its compliance with its CG Manual
which contains relevant provisions of the CG Code for PLCs
and certain corporate governance standards under the US
Securities Exchange Act and NYSE Listed Company Manual.
In compliance with the respective memorandum circulars of
the SEC and the PSE, PLDT filed its I-ACGR on July 27, 2020,
within the extended deadline of the SEC for submission due
to the Covid-19 pandemic.
PLDT has incorporated CG standards in the performance
evaluation of employees and has included violations of CG
rules as a cause for disqualification from incentives and
rewards in its Policy on Employee Qualification for Incentives
and Rewards. As applicable, PLDT conducts employee surveys
to gain insights into the effectiveness of its CG programs
and initiatives. Valuable information is additionally obtained
and analyzed from the results of and feedback from our
education activities, reports from business partners, customer
complaints, reported violations and other sources of relevant
information.
4 Mr. James L. Go has been granted by the SEC permanent exemption from its corporate governance training requirement.
53
PLDT 2020 ANNUAL REPORT
STAKEHOLDER ENGAGEMENT
In fulfilling our commitments to our stakeholders, we
are guided by our Code of Ethics and Corporate Social
Responsibility Statement (CSR Statement). The CSR
Statement is the articulation of our belief that helping to
improve the overall well-being of the Filipino
people is an integral part of our business.
The CSR Statement enumerates the broad
responsibilities that PLDT assumes as it
operates and conducts its business. A copy
of the CSR Statement is found at the PLDT
website through the QR code:
Pursuant to the CSR Statement, the PLDT Group’s social
programs leverage its communications and digital services
and the volunteer spirit of its employees to implement
projects in education, agriculture, livelihood, health, arts,
disaster preparedness, the environment, digital tourism,
sports, internet safety and digital wellness that aim to help
Filipinos change their lives for the better. The Company’s
CSR programs and activities are reported in the Company’s
Sustainability Report that is released annually since 2016.
Investors/Shareholders. PLDT respects, promotes and
upholds shareholders’ rights such as, the right to vote;
preemptive right; the right to inspect corporate books and
records, including minutes of Board meetings and stock
registries, subject to certain conditions; right to timely receive
relevant information, whether in printed or digital form; right
to dividends; and appraisal right.
The Board promotes transparency and fairness in the conduct
of the annual and special stockholders’ meetings of the
Company and explores and implements steps to reduce
excessive or unnecessary costs and other administrative
impediments to stockholders’ participation in annual and
special stockholders’ meetings. Stockholders are encouraged
to personally attend such meetings, raise questions and
exercise their voting rights. Online voting and participation by
remote communication was made available to all stockholders
in 2020, consistent with the Revised Corporation Code
and related SEC issuances and in keeping with Covid-19
precautions.
Within a reasonable period of time before the meeting,
stockholders are apprised of their right to appoint a proxy
in case they are unable to personally attend such meetings,
and give their voting instructions in the proxy form provided.
Relevant meeting materials such as the Notice, Agenda,
Information Statement and Annual Report are made
available to the stockholders in printed or digital form and
through the Company’s website to enable them to make
a sound and informed judgment on all matters tabled for
their consideration or approval. In 2020, pursuant to SEC
guidelines, the Company’s Information Statement, Proxy
Form, Management Report/Annual Report, SEC Form 17-A
and SEC Form 17-Q were posted on the Company’s website
instead of physical delivery or distribution to the stockholders.
The Company held its Annual Stockholders’ Meeting in virtual
format on June 9, 2020, with holders of 92.86% of total
outstanding shares of Common, Voting
Preferred, and Non-Voting Serial Preferred
Stocks as of the record date, April 13, 2020
present or represented by proxy in the
meeting. To view the Minutes of the 2020
PLDT Annual Stockholders’ Meeting, please
access this QR code:
The Board ensures the disclosure and filing of reports with the
SEC, PSE and, as applicable, US SEC and NYSE and posting
on the Company’s website, immediately after the meeting or
the day after the meeting, of all significant actions taken in
the meeting and the votes obtained for each of such actions.
The Board ensures that material information and transactions
that could potentially affect the market price of the
Company’s shares are timely disclosed and filed with the
SEC, PSE and as applicable, with the US SEC and NYSE. In
this regard, information on, among other matters, earnings
results, acquisition or disposal of significant assets, off
balance-sheet transactions, related party transactions, Board
membership changes, shareholdings of directors and officers
and any changes thereto, and remuneration
of directors and officers are promptly
and accurately disclosed. Disclosures/
organizational announcements for the year
2020 may be accessed on the Company’s
website through the QR code:
54
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
• Community Quarantine Programs: free NDD &
speedboost, payment extension & installment payment
In solidarity with customers who grappled with the
effects of the pandemic in 2020, the Company offered a
payment deadline extension for accounts with overdue
balances and proactively implemented a six-month
installment payment scheme for accumulated bills.
Additionally, customers were given a speedboost of at
least 25mbps to support an increase of online activities,
including work from home arrangements, remote learning,
business and recreation activities. For a limited time,
customers were likewise provided free NDD calls to keep
them connected during the local community quarantine.
•
Installation complaints reporting facility
To strengthen accountability among business partners,
an email address, subsequently converted to an online
form was created to cater to reports by existing and
prospective customers of alleged illegal installations
by contracted partners. This led to the imposition of
penalties on the erring vendors and the improvement of
checks & balances within the organization.
• Sales and Service Center (SSC) online booking through
virtual appointment
An online booking facility was made available in PLDT
Home’s website to give customers the option to
conveniently book appointments and facilitate live online
transactions through video chat with SSC frontliners.
This initiative significantly boosted online appointments
for typically in-person transactions to support the well-
being and safety needs of customers and employees.
For customers who still preferred in-person transactions,
health and safety protocols were strictly enforced in
stores nationwide.
• PLDTHOMEBILL SMS channel launch
An SMS Help Channel was launched in November 2020 to
cater to simple billing and payment-related concerns of
customers. The SMS channel may be used by customers
to quickly access information on their outstanding
balance, to request for a copy of their e-Statement of
Account and to get instructions on how to pay their bills
using some of our authorized online payment channels.
PLDT regularly conducts analysts and investors’ briefings to
discuss financial and operating results for the second quarter
and full year, and teleconferences to discuss first and third
quarter results. Our Investor Relations Center also conducts
regular dialogues with our investors. Shareholders who wish
to raise matters or concerns relating to the business of the
Company, their investments and rights may elevate such
matters to the Corporate Secretary, the Investor Relations
Officer, concerned units of PLDT’s Management or the Board.
The Company’s dividend policy provides a regular dividend
payout rate of 60% of Core Earnings Per Share as regular
dividends. The dividend policy takes into account: (i) the
elevated levels of capital expenditures to build a robust,
superior network to support the continued growth of data
traffic; (ii) plans to invest in new adjacent businesses that will
complement the current business and provide future sources
of profits and dividends; and (iii) management of cash and
gearing levels. In the event that no investment opportunities
arise, the Company may consider the option of returning
additional cash to shareholders in the form
of special dividends or share buybacks.
PLDT was able to pay out approximately
60% of its core earnings for the year 2020.
Information on PLDT’s 2020 Dividend
Declarations is available through the
QR code:
Customers. PLDT serves a broad range of customers from
individuals, residential, micro, small and medium enterprise
(SME) and large enterprise, including the public sector. PLDT
strives to satisfy its customers’ requirements and expectations
regarding innovative products and services, quality of service,
pricing, application process, service provisioning process,
repair and restoration service and the billing process.
In 2020, in order to address the heightened needs of
customers amid the pandemic, the following projects were
initiated:
• PLDT Home Facebook Messenger Digital Assistant
launch
The PLDT Home FB Messenger chatbot was launched
in May to provide self-care solutions to prospective and
existing customers, including requests for bill access,
bills payment, restricted account reconnection, service
issue reports, paperless billing enrollment, subscription
application or upgrade, among others.
•
Improvements to PLDT Facebook Page and PLDT Cares
Facebook Page launch
The PLDT Cares FB page was launched in July to house
customer education materials on common billing,
payment, troubleshooting and account management
topics in the form of instructional videos, text, and
graphics. Service advisories for scheduled and emergency
outages were posted on the PLDT Facebook page (PLDT
Inc.’s official corporate Facebook page) to advise affected
customers and the public.
• Digital adoption push for paperless billing and bills
payment via online channels
In keeping with Covid-19 precautions, in March 2020,
the Company promoted digital channels for customers
to receive and pay their bills, including auto-charge
arrangements with partner banks to ensure continued use
of our products and services.
55
PLDT 2020 ANNUAL REPORT
implemented to enable a standard performance management
system across PLDT and Smart. Supporting the objective
of shaping a high-performing culture is a Total Rewards
Program that is merit-based and addresses both short-term
and long-term transformation goals. Compensation and
incentives are determined on the bases of performance and
accomplishment. Two major rewards programs are in place;
the Short-term Incentive Plan (STIP) and the Transformation
Incentive Plan (TIP).
To ensure that we enable the best integrated telco strategy,
PLDT relentlessly pursues its agenda on succession
management. Working with our Leaders on present
requirements is an urgent groundwork activity while creating
a talent pipeline and ecosystem for the next horizon of
products and services. This includes the development and
implementation of capability building initiatives, series of
targeted hiring in local and global markets and the revival of
the Management Associate program.
A digital environment requires a strong learning culture. This
is supported by PLDT’s corporate university that utilizes all
learning modalities for the best reach and an internal career
opportunity marketplace to enable talent mobility for all its
employees.
PLDT organizes engagement programs that prioritize the
well-being of employees and strengthen the quality of
work relationships. These allow employees to engage in
a broad range of character-developing and relationship
building activities through CSR, sports, special interest
groups, and family-oriented programs. Formal channels for
employee feedback are made available through engagement
surveys conducted at regular intervals to give employees
the opportunity to share their perspectives about relevant
Company matters. Digital and social platforms are optimized
for employee crowdsourcing and internal communication.
Management-led digital dialogues provide opportunity
for employees across various parts of the country to
directly interact and voice out their suggestions and
recommendations to top management.
Regulators. PLDT operates within relevant legislative and
regulatory frameworks and complies with the requirements
thereunder which are applicable to it. We participate in
public policy forums, conferences and hearings conducted by
governmental and regulatory agencies, as well as legislative
hearings relative to initiatives and proposed legislation in
the fields of Information and Communication Technology
(ICT), corporate governance and labor-related matters.
Our “Internet for All” advocacy and investments in network
infrastructure and technologies to provide the widest
coverage and superior quality of service at affordable prices
are aligned with and support the Government’s objectives set
out in the Public Telecommunications Policy Act.
Suppliers. PLDT aspires to maintain mutually beneficial
relationships only with like principled suppliers that uphold
PLDT’s core values of fairness, accountability, integrity and
transparency in their own businesses. Suppliers are required
to undergo an accreditation process before they engage in
business with PLDT. Among the criteria for accreditation are
financial and technical capability, compliance with applicable
laws, including those pertaining to industrial relations,
environment, health and safety, and intellectual property
rights. The Company’s purchases, as a general rule, are made
on the basis of competitive bidding among accredited and
qualified suppliers.
• PLDT Home Express Upgrade hotline 170 launch
The PLDT Home Express Upgrade hotline is an agentless
hotline that allows eligible customers to easily upgrade
the speed of their internet plan without need of an
aftersales hotline, visiting our SSCs or applying through
the website. Upgrading through this hotline only takes
a few digital steps, no documents are required for
submission and the upgrade process only takes 24 hours
to complete.
• Proactive migration to Fibr
To ensure that customers enjoy the best quality of
internet connection, the Company is continuously
expanding the roll-out of the latest fiber-to-the-
home (FTTH) technology in various areas nationwide.
Customers are offered an upgrade to a Fibr plan as soon
as facilities become available. The upgrade is free and will
ensure better internet experience.
Employees. PLDT respects the dignity, rights, and
interests of its employees, among which are the right to
self- organization, safe and healthy working conditions,
professional development, and community-building
social activities. The value of employees to the business
is underscored by the inclusion of people and culture
transformation among the shared Company goals. Identifying,
developing, and retaining talent is a core responsibility and
accountability of every leader. Anchored on the foundational
premise that the Company’s treatment of its employees
will influence how employees, in turn, deliver service to
customers, PLDT embeds employee experience at the core
of all people initiatives, programs, and processes. Three
principles guide the employee experience design: leader-
led, employee-owned, digitally-enabled. The vision for
digital market leadership is hinged on a high-performing
culture, and PLDT continuously engages employees to
aspire for this goal by aligning groups and individuals to the
Company’s shared goals and ensuring that the Company’s
performance management system is performance-driven
and coaching centered. A digital platform has been
56
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
Creditors. In accordance with our Code of Ethics, we
protect the rights of our creditors by publicly disclosing
all material information, such as earnings results and risk
exposures relating to loan covenants. Our disclosure controls
and procedures also include periodic reports to our creditors
such as our latest certified financial statements, no default
certification, and certification on compliance with financial
ratio limits. PLDT’s credit has been rated at investment grade
by the three major international credit rating agencies as of
yearend 2020.
Communities. In the spirit of service to Filipino
communities, the PLDT Group continues to build on its
CSR programs by leveraging on its expertise, technological
strength, and corporate culture. Serving the community is an
integral part of making technology accessible to all. With our
technology and services, PLDT and Smart are well-positioned
to provide much needed assistance to communities. Our role
and core competence is that of an ‘enabler’- providing the
technical skills, technologies and resources in key areas where
PLDT and Smart have chosen to help develop communities:
education, livelihood, health, arts, disaster preparedness and
response, environment, agriculture, internet safety and digital
wellness.
ADVOCACY AND NETWORKING
PLDT supports the advocacy for better governance and
ethics in business as manifested in the Company’s policy
against corruption and bribery set forth in its Code of Ethics
and reinforced in specific policies such as the Policy on Gift-
Giving Activities, Gifts Policy, Supplier/Contractor Relations
Policy, Corporate Governance Guidelines for Suppliers, which
prohibit bribery or acts which may be construed as bribery
involving third parties in business dealings with the Company.
These policies are implemented through anti-corruption
programs and measures such as internal controls, training
and communication, whistleblowing system, third party due
diligence, and support for and participation in multi-sectoral
anticorruption initiatives to eliminate graft and corruption.
On February 19 and 20, 2020, PLDT Chairman and President &
CEO, Mr. Manuel V. Pangilinan and Smart President and CEO,
Mr. Alfredo S. Panlilio joined over 1,000 international leaders
when they signified their respective companies’ commitments
to the United Nations Global Compact (UNGC) by signing
the “Statement from Business Leaders for Renewed Global
Cooperation”. PLDT and Smart are registered under the UNGC
as the only Philippine telco participants, a tier higher than
signatories limited to local engagement. Participants actively
engage with the UNGC at the global level to integrate into
their companies’ operations, the organization’s Ten Principles
on human rights, labor, environment and anti-corruption.
PLDT continues to work with institutions and organizations
engaged in programs and advocacy efforts in the field of
corporate governance, compliance and business ethics. As
a sponsoring partner member of the Ethics and Compliance
Initiative (ECI), PLDT has access to ECI’s vast online library
on governance and related topics and opportunities to
attend and participate in discussion groups and training
sessions, as well as interact with other governance and
ethics professionals around the world. In the process, PLDT
is able to benchmark its governance practices against those
of leading companies. Locally, PLDT is a premium member
of the Integrity Initiative, Inc. and a member of the Good
Governance Advocates and Practitioners of the Philippines
(GGAPP). PLDT also participates in the activities of the
Institute of Corporate Directors (ICD) and its sister institute in
the public sector, the Institute for Solidarity in Asia (ISA).
“ PLDT is committed to making the UNGC principles
part of company strategy, culture, and day-to-day
operations, and to engage in collaborative projects
in order to attain the UN Sustainable Development
Goals (UNSDGs).”
- Manuel V. Pangilinan,
PLDT Chairman and President & CEO
“ The UNGC Statement for Renewed Global
Cooperation underscores the commitment of PLDT
and Smart to help in nation-building. We are guided
by the business basics, espoused in the UNGC
Principles, which are essential in creating shared
value for business and society.”
- Alfredo S. Panlilio,
Smart President and CEO and concurrent PLDT Chief Revenue Officer
575757
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PLDT 2020 ANNUAL REPORT
THE PLDT GROUP
ENTERPRISE RISK MANAGEMENT
5858
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS We invest in
the future.
“Though it’s good to be physically present
to meet our customers, whenever we sell
our plants online, however, we are able to
sell most of what we post which generates
better income for us and more convenient
for our buyers compared to having a
physical store set up.”
- Dan Saclangan
Agriculturist and Living Gifts Nursery Owner
59
59
PLDT 2020 ANNUAL REPORT The PLDT Group’s commitment to the proactive
management of existing and emerging risks is reinforced
by the Group Enterprise Risk Management Department
(GRMD). The GRMD, under the leadership of the Chief Risk
Management Officer (CRMO), develops and manages a
comprehensive integrated risk management program that is
implemented across all levels of the organization, with the
goal of managing the Group’s risks to an acceptable level, so
as to enhance opportunities, reduce threats, and thus create
even more value for the business and its stakeholder
Group Enterprise Risk Management Department (GRMD)
The PLDT Group’s commitment to the proactive management
of existing and emerging risks is reinforced by the Group
Enterprise Risk Management Department (GRMD). The GRMD,
under the leadership of the Chief Risk Management Officer
(CRMO), develops and manages a comprehensive integrated
risk management program that is implemented across
all levels of the organization, with the goal of managing
the Group’s risks to an acceptable level, so as to enhance
opportunities, reduce threats, and thus create even more
value for the business and its stakeholders.
In 2019, the GRMD engaged an external industry consultant
with the aim of updating its policies and processes and
helping navigate an ever-changing risk landscape. The
consultant conducted an assessment of GRMD’s current ERM
practices and proposed solutions on how PLDT could best
move forward with improving its ERM practice as a whole.
As a result of this engagement, an updated ERM framework
was adopted and related processes and policies were
redeveloped accordingly. Enhancements include a revised
approach to determining Risk Appetite and the adoption
of the 3 Lines of Defense Model - a regulated framework
designed to facilitate an effective risk management system
by clarifying roles of management, various risk control and
compliance oversight functions and Internal Audit. To aid
in the implementation of the updated ERM Framework, a
new Governance, Risk, and Compliance (GRC) platform was
developed to improve the collection of risk information and
enhance risk analysis/monitoring capabilities. Implementation
of the restructured policies, processes, and tools began in late
2020 with full implementation expected by the end of 2021.
These enhancements will help the GRMD to meet regulatory
requirements, develop an intelligent risk culture within the
company, promote active risk assessment and monitoring,
and facilitate real-time reporting of risks.
The PLDT Group Risk Management
Philosophy Statement
The PLDT Group adopts a risk philosophy that recognizes
risks as integral to its business thereby committing itself to
managing these risks with the aim of attaining its business
objectives, thus enhancing shareholder value.
The PLDT Group operates in a complex and dynamic
business environment which gives rise to a variety of risks
that can be both threat and opportunity. Recognizing that
these risks are an integral part of its business, the PLDT
Group is committed to managing its overall risk exposure
in a systematic way and in such a manner that supports
its strategic decision-making process. Accordingly, the
PLDT Group employs a comprehensive, integrated risk
management program, effected across all levels of the
organization, with the goal of identifying, analyzing and
managing the Group’s risks to an acceptable level, so as
to enhance opportunities, reduce threats, and thus sustain
competitive advantage. The PLDT Group believes that an
effective risk management program will contribute to the
attainment of objectives by PLDT and its subsidiaries, thus
creating value for the business and its stakeholders.
60
The Enterprise Risk Management
Framework and Process
The GRMD promulgates and encourages the adoption of
a standard risk evaluation process focused on the need to
properly identify, analyze, evaluate, treat and monitor risks
that may affect the achievement of business objectives. The
ERM process implemented is based on the International
Standard of ISO 31000.
ISO 31000: RISK MANAGEMENT PROCESS
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IDENTIFY RISKS
ANALYZE RISKS
EVALUATE RISKS
TREAT RISKS
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The implementation of the ERM process ensures that high-
priority risks are well understood and effectively managed
across all functions and units within the PLDT Group.
Risk Committee
The Risk Committee assists the PLDT Board in overseeing
Management’s adoption and implementation of a system
for identifying, assessing, monitoring and managing key risk
areas. The committee reviews Management’s reports on the
Company’s major risk exposures as well as Management’s
plans and actions to minimize, control or manage the impact
of such risks.
The GRMD reports to the PLDT Risk Committee on a quarterly
basis and to the PLDT Board of Directors on a semi-annual
basis on developments with regard to the Group’s risk
management activities.
PLDT Group Top Risks
The GRMD, under the leadership of the Chief Risk
Management Officer, promulgates and encourages the
adoption of a standard risk evaluation process focused on
the need to properly identify, analyze, evaluate, treat and
monitor risks that may affect the achievement of business
objectives. The ERM process being implemented is based on
the International Standard of ISO 31000. A risk assessment
exercise was undertaken by the Top Management Team to
identify and prioritize the most important risks affecting
the PLDT Group for 2020. The top risks, listed in no
particular order of criticality, were: (i) prolonged pandemic
(ii)customer experience issues and reputational risks; (iii)
delivery of transformation initiatives; (iv)competitive situation
and economic conditions; (v)rapid speed of disruptive
innovations and new technologies; (vi) regulatory changes/
political scrutiny; (vii)cyber security incidents and data
privacy breaches; (viii) people risks; (ix) inability to design
and prepare future mode of operations; and (x) regular
occurrence of natural disasters. Treatment strategies have
been developed, and mitigation initiatives have been put in
place. Risk management activities are continuously monitored
and reviewed to ensure that critical risks are appropriately
addressed across the organization.
HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
“ We support the frontline offices in the
pandemic response--the City Health
in Lapu-Lapu and the Lapu-Lapu City
Hospital. We do planning, logistical
support, and transportation of patients
every day. We support them through
humanitarian and relief assistance.
Effective communication with the aid of
technology will help address this problem.”
- Nagiel Bañacia,
Officer-in-Charge of the Lapu-Lapu City Disaster Risk
Reduction Management Office
“ Several students needed to transfer
as their parents lost income, we
couldn’t afford to offer online
classes, and we weren’t prepared
for modular learning with only
four teachers left. Central Visayan
Institute and Foundation-Dynamic
Learning Program, Smart, and PSF
has helped us press on even in the
direst of circumstances. We are
amazed at how our teachers have
set higher standards for themselves,
and how our students continue
to rise up to the challenges and
perform well.”
- Olivia Sabacan-Payba,
Principal Echelon Development School
in Altavas, Aklan
61
6161
“ I’m glad I can rely on
Smart’s LTE network for
speed and impeccable
quality: I get the latest IATF
advisories and guidelines
online to help the
Emergency Management
Team formulate programs
and policies to better
protect our co-employees.”
- Paul Labis
Smart post-paid subscriber
PLDT 2020 ANNUAL REPORT BOARD OF DIRECTORS
Manuel V. Pangilinan, 74, Filipino
He has been a director of PLDT since November 24, 1998. He
was appointed as Chairman of the Board of Directors of PLDT
after serving as its President and Chief Executive Officer from
November 1998 to February 2004. Since January 1, 2016, he has
held the position of President and Chief Executive Officer of PLDT,
and served as President and Chief Executive Officer of Smart
Communications, Inc. (“Smart”) until August 7, 2019. Mr. Pangilinan
is the Chairman of the Governance, Nomination and Sustainability,
Executive Compensation, Technology Strategy, and Data Privacy
and Information Security Committees of the Board of Directors of
PLDT. He also serves as Chairman of Metro Pacific Investments
Corporation (“MPIC”), Manila Electric Company (“Meralco”), PXP
Energy Corporation and Philex Mining Corporation, and Vice
Chairman of Roxas Holdings, Inc., all of which are PSE-listed
companies, and of several subsidiaries or affiliates of PLDT or
MPIC, including, among others, Smart, Digitel Mobile Philippines,
Inc. (“DMPI”), Digital Telecommunications Phils, Inc., (“Digitel”)
PLDT Communications & Energy Ventures, Inc., ePLDT, Inc., Beacon
Electric Assets Holdings Inc., Philex Petroleum Corporation, Manila
North Tollways Corporation, Maynilad Water Services Corporation,
Landco Pacific Corporation, Metro Pacific Hospital Holdings, Inc.,
Medical Doctors Incorporated (Makati Medical Center), Colinas
Verdes Corporation (Cardinal Santos Medical Center), Davao
Doctors Incorporated, Riverside Medical Center Incorporated, Our
Lady of Lourdes Hospital and Asian Hospital Incorporated. He is
also the Chairman of MediaQuest Holdings Inc., TV5 Network, Inc.
and PLDT-Smart Foundation.
He founded First Pacific Company Limited (“First Pacific”), a
Hongkong Stock Exchange-listed company, in 1981 and serves as
its Executive Chairman, Managing Director and Chief Executive
Officer. Within the First Pacific Group, he also holds the position of
President Commissioner of P.T. Indofood Sukses Makmur Tbk, the
largest food company in Indonesia.
Outside the First Pacific Group, Mr. Pangilinan is the Chairman of
the Board of Trustees of San Beda College and Amateur Boxing
Association of the Philippines, a governing body of amateur boxers
in the country, and the Chairman Emeritus of the Samahang
Basketbol ng Pilipinas. He is also the Chairman of Philippine
Business for Social Progress, the largest private sector social action
organization made up of the country’s largest corporations and
a Co-Chairman of the Philippine Disaster Resilience Foundation,
Inc., a non-stock, non-profit foundation established to formulate
and implement a reconstruction strategy to rehabilitate and
rebuild areas devastated by floods and other calamities, and of the
US-Philippine Business Society, a non-profit society which seeks
to broaden the relationship between the United States and the
Philippines in the areas of trade, investment, education, foreign and
security policies and culture.
He has received numerous prestigious awards including the
Business Icon Gold Award for having greatly contributed to the
Philippine economy through achievements in business and society
by Biz News Asia magazine (2008), Global Filipino Executive of the
Year for 2010 by Asia CEO Awards, and Philippines Best CEO for
2012 by Finance Asia.
He graduated cum laude from the Ateneo de Manila University, with
a Bachelor of Arts Degree in Economics. He received his Master’s
Degree in Business Administration from Wharton School of Finance
& Commerce at the University of Pennsylvania, where he was a
Procter & Gamble Fellow. He was conferred a Doctor of Humanities
Degree (Honoris Causa) by the San Beda College (2002), Xavier
University (2007), Holy Angel University (2009) and Far Eastern
University (2010).
Manuel L. Argel, Jr., 71, Filipino
He has been a director of PLDT since January 28, 2020. He is a
member of the Social Security Commission, the Governing Board of
the Social Security System (“SSS”) and shares the responsibility for
the governance of the SSS in terms of providing policy directions,
monitoring, and overseeing management actions. He is member of
the Risk Management and Investment and Audit Committees of the
SSC. He also performs quasi-judicial functions through decisions
rendered on cases involving SSS coverage, benefits, contributions
and penalties.
He started his law career as an associate of private full-service
law firms until he formed his own law firm in 1981. While in
private practice, Retired Judge Argel was accredited in 1995 as
a Voluntary Labor Arbitrator of the National Conciliation and
Mediation Board. He also served as President of the Integrated Bar
of the Philippines (Ilocos Chapter) from 1993 to 1995, Provincial
Secretary of the National Citizens’ Movement for Free Elections,
Chairman of the Ilocos Sur Local Amnesty Board, and member of
the People’s Assistance Development Action Center, Inc. His stint
in the government started when he was elected as a member of
the Sangguniang Bayan of Vigan City in 1980. In 2008, he received
the Legislator’s award given by the City Government of Vigan in
recognition of his accomplishments and contributions as former
legislator of Vigan City. In 1995, he was appointed as Regional Trial
Court (RTC) Judge of Laoag City, and served as Executive Judge
from 2005 to 2007 and Presidential Assistant for Region 1 in the
Philippine Judges Association. He retired from the Judiciary in 2015.
His record of public service as a judge was marked by a very high
degree of competence, integrity, dedication and independence. He
obtained his Bachelor of Arts in Philosophy and Bachelor of Laws
Degrees from San Beda College.
MANUEL V. PANGILINAN
MANUEL L. ARGEL, JR.
HELEN Y. DEE
ALBERT F. DEL ROSARIO
6262
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HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS Helen Y. Dee, 77, Filipino
She has been a director of PLDT since June 18, 1986. She is the
Chairperson of EEI Corporation, House of Investments, Petro Energy
Resources Corporation, Rizal Commercial Banking Corporation,
all of which are PSE-listed companies. She is the Chairperson,
Vice Chairperson or a director of several companies engaged in
banking, insurance and real property businesses. Ms. Dee received
her Master’s Degree in Business Administration from De La Salle
University.
Albert F. Del Rosario, 81, Filipino
He has been a director of PLDT since July 11, 2016 and is a member
of the Technology Strategy Committee of the Board of Directors
of PLDT. He was the former Secretary of Foreign Affairs of the
Philippines from February 2011 to March 2016 and also served
as Philippine Ambassador to the United States of America from
October 2001 to August 2006. Prior to entering public service,
he was on the Board of Directors of various firms. His business
career for over four decades has spanned the insurance, banking,
real estate, shipping, telecommunications, advertising, consumer
products, retail, pharmaceutical and food industries.
Ambassador del Rosario is the Chairman of Philippine Stratbase
Consultancy, Inc., Gotuaco del Rosario Insurance Brokers, Inc.,
Stratbase ADR Institute, Inc., Citizens for Promoting Human Rights,
Inc. and a director of Metro Pacific Investments Corporation and
Rockwell Land Corporation (both PSE-listed companies), Indra
Philippines, Inc., Metro Pacific Tollways Corporation, Two Rivers
Pacific Holdings Corporation, Metro Pacific Resources, Inc.,
Metro Pacific Holdings, Inc., Metro Pacific Asset Holdings, Inc.,
Philippine Telecommunications Investment Corporation, Enterprise
Investments Holdings, Inc. and Asia Insurance (Phil.) Corp. He is
also a trustee of the Carlos P. Romulo Foundation for Peace &
Development and Philippine Cancer Society, Inc. and a member
of Asia Society Global Council and an Advisory Board of CSIS
Southeast Asia Program and Metrobank Foundation, Inc.
He received numerous awards and recognition for his valuable
contributions to the Philippines and abroad. In September 2004,
he was conferred the Order of Sikatuna, Rank of Datu, by H.E.
President Gloria Macapagal-Arroyo for his outstanding efforts in
promoting foreign relations for the Philippines and the Order of
Lakandula with a Rank of Grand Cross (Bayani) for acting as Co-
Chair of the 2015 APEC in December 2015. He was a recipient of
the EDSA II Presidential Heroes Award in recognition of his work
in fostering Philippine democracy in 2001 and the Philippine Army
Award from H.E. President Corazon Aquino for his accomplishments
as Chairman of the Makati Foundation for Education in 1991. He
was awarded as 2013 Professional Chair for Public Service and
Governance by Ateneo School of Government and the Metrobank
Foundation, 2014 Management Man of the Year by Management
Association of the Philippines, 2016 Outstanding Government
National Official by Volunteers Against Crime and Corruption
(VACC), 2016 Asia CEO Award as Life Contributor, and Manuel
L. Quezon Gawad Parangal as Quezon City’s Most Outstanding
Citizens for 2016. He was elevated to the Xavier Hall of Fame in
New York City in 2006. He received the AIM Washington Sycip
Distinguished Management Leadership Award in 2011, Doctor of
Laws (Honoris Causa) for “principled commitment to democracy,
integrity and the rule of law both at home and around the globe”
conferred by the College of Mount Saint Vincent, New York City in
September 2015, Rotary Club Makati West’s First “Albert del Rosario
Award” (Tungo sa Makatarungang Pamumuhay) in August 2016,
Outstanding Leadership in Diplomatic Service by Miriam College
Department of International Studies and Philippine Tatler’s Diamond
Award both in November 2016. On September 25, 2018, he was
conferred the Honorary Degree of Doctor for Humanities by the
Ateneo de Manila University for staunchly defending the sovereignty
and territorial integrity of the country, raising the standards of
economic diplomacy and proactively ensuring the safety and
security of overseas Filipinos everywhere. Ambassador del Rosario
graduated from New York University with a Bachelor of Science
Degree in Economics.
Ray C. Espinosa, 65, Filipino
He has been a director of PLDT since November 24, 1998, and
is a member of the Technology Strategy and Data Privacy and
Information Security Committees of the Board of Directors of
PLDT. He is Senior Advisor to the President and CEO of PLDT since
January 28, 2019. He was PLDT’s Chief Corporate Services Officer
from December 2016 until January 28, 2019, and previously served
as President and CEO of ePLDT, Inc. and its subsidiaries from July
2000 until April 2010 and as President and CEO of TV5 Network
Inc. and Cignal TV, Inc. from December 2009 until May 2013. In June
2013, he joined First Pacific Company Limited as Associate Director.
Atty. Espinosa is also the President and CEO of Meralco. He is
a director of Roxas Holdings Inc., an independent director of
Lepanto Consolidated Mining Company and chairman of its Audit
Committee, and an independent director of Maybank Philippines
Inc. and chairman of its Risk Management Committee. He is the
chairman of the Philstar Group of Companies and BusinessWorld
Publication Corporation. He is a trustee of the PLDT-Smart
Foundation Inc. and the Beneficial Trust Fund of PLDT.
He has a Master of Laws degree from the University of Michigan
School of Law and a Bachelor of Laws degree from the Ateneo de
Manila University School of Law, and is a member of the Integrated
Bar of the Philippines. He was a partner at SyCip Salazar Hernandez
& Gatmaitan from 1982 to 2000, a foreign associate at Covington
and Burling (Washington, D.C.) from 1987 to 1988, and a law lecturer
at the Ateneo de Manila University School of Law from 1983 to 1985
and 1989. He placed first in the 1982 Philippine Bar Examinations.
James L. Go, 82, Filipino
He has been a director of PLDT, Inc. (PLDT) since November 3, 2011.
He is a member of the Technology Strategy and Risk Committees
and Advisor of the Audit Committee of the Board of Directors of
PLDT. He is also the Chairman of JG Summit Holdings, Inc. (JGSHI)
and Cebu Air, Inc. Mr. Go holds the position of Chairman and Chief
RAY C. ESPINOSA
JAMES L. GO
SHIGEKI HAYASHI
JUNICHI IGARASHI
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PLDT 2020 ANNUAL REPORT Executive Officer of Oriental Petroleum and Minerals Corporation.
He is also the Chairman Emeritus of Universal Robina Corporation,
Robinsons Land Corporation, JG Summit Petrochemical
Corporation, and JG Summit Olefins Corporation. He is the Vice
Chairman of Robinsons Retail Holdings, Inc. and a Director of the
Manila Electric Company and Meralco Powergen Corporation.
He is also the President and Trustee of the Gokongwei Brothers
Foundation, Inc. Mr. James L. Go obtained his Bachelor of Science
Degree and Master of Science Degree in Chemical Engineering from
Massachusetts Institute of Technology, USA.
Shigeki Hayashi, 53, Japanese
He has been a director of PLDT since August 10, 2017. He is assigned
as the Senior Vice President, Corporate Planning, NTT Ltd Japan
Corporation since NTT Group’s global reorganization in 2019. He
handles corporate strategy and planning of the global business
previously operated by NTT Communications Corporation (“NTT
Com”). His previous positions in NTT Com were Vice President,
Global Business (2016 to 2019), Director-Planning, Global Business
(2012 to 2016), Senior Manager-Overseas Business Management,
Global Business (2007 to 2012) and Senior Manager-Tax Accounting
Division, Accounts and Finance Department (1999 to 2004). He was
the Deputy General Manager-Corporate Management Department
of NTT Europe Ltd. from 2004 to 2007. Mr. Hayashi obtained his
Bachelor of Economics Degree from Osaka University.
Junichi Igarashi, 57, Japanese
He has been a director of PLDT since August 9, 2018. He is a
member of the Board of Directors of PLDT and Chief Operating
Advisor. He is also a member of the Governance, Nomination and
Sustainability, Executive Compensation, Technology Strategy, Audit,
Risk, and Data Privacy and Information Security Committees. From
2016 to 2018, he served as a Director of NTT DOCOMO, Smart
Life Business Division in Tokyo, Japan. He developed and sold a
language translation & travel mobile application (Jspeak: Japanese
– 10 languages) for inbound travelers to Japan. From 2006 to
2016, he represented NTT DOCOMO as a GSMA PSMC (Product
& Service Management Committee) member and exchanged
strategic views about mobile industry with top 25 largest MNOs.
On top of that, from 2013 to 2016, he was assigned in London, UK
as General Manager for DOCOMO Europe, Inc. (a subsidiary of NTT
DOCOMO) and worked with GSMA executives in GSMA London
HQ. From 2006-2013, he served as a Director of NTT DOCOMO,
Global Business Division in Japan. He conducted the PoC of
WiMax Service in Canada (with Primus Communications, Inc.) and
in Singapore (with InterTouch, Inc.). Prior to that, he served as a
Director of Business Development and Head of Japanese Corporate
Sales Division from 2003-2006 in StarHub, Singapore. Mr. Igarashi
received his Master’s Degree in Mechanical Engineering from Tokyo
University and Master’s Degree in Business Administration from the
University of Michigan Ann Arbor, USA.
Bernido H. Liu, 58, Filipino
He has been an independent director of PLDT since September
28, 2015 and is an independent member of the Audit, Governance,
Nomination and Sustainability, Executive Compensation, Risk, and
Data Privacy and Information Security Committees of the Board
of Directors of PLDT. He is the Chairman and Chief Executive
Officer of GOLDEN ABC, Incorporated. (“GABC”), a fashion retail
company which creates and sells its own clothing, personal care and
accessory lines marketed and retailed under a dynamic portfolio of
well-differentiated proprietary brands. He is the Group Chairman
of LH Paragon Incorporated, a business holdings company which
has under its management GABC and other companies in various
industries, namely, Matimco Incorporated, Oakridge Realty
Development Corporation, Basic Graphics Incorporated, Essentia
Medical Group Incorporated, Red Logo Lifestyle Inc., Greentree
Food Solutions, Inc., and a director of GABC International Pte
Limited (SG) and GABC Singapore Retail Pte Ltd. He is a trustee
for Children’s Hour Philippines, and until March 27, 2018, was an
independent member of the Board of Trustees of the PLDT-SMART
Foundation, Inc.
Mr. Liu graduated with a Bachelor of Science Degree in Architecture
from the University of San Carlos, Cebu, and completed the
Executive Education Owner/President Management Program of
the Harvard Business School. Over the years, Mr. Liu and GABC
under his leadership have been recognized by different award-
giving bodies. Awards include, among others, the Agora Award
for Outstanding Achievement in Entrepreneurship from the
Philippine Marketing Association, Ten Outstanding Young Men for
Entrepreneurship, Global Retailer of the Year from the Philippine
Retailers Association and the Department of Trade and Industry, and
the ASEAN Business Award of Excellence for Priority Integration
Sector in Retail.
Artemio V. Panganiban, 84, Filipino
He has been an independent director of PLDT since April 23, 2013
and is serving as an independent member of the Audit, Governance,
Nomination and Sustainability, and Executive Compensation
Committees, and Chairman of the Risk Committee, of the Board of
Directors of PLDT. He was appointed as Lead Independent Director
effective March 21, 2019. He served as an independent member
of the Advisory Board and an independent non-voting member
of the Governance and Nomination Committee of the Board of
Directors of PLDT from June 9, 2009 to May 6, 2013. Currently, he
is also an independent director of Meralco, Petron Corporation,
First Philippine Holdings Corporation, Metro Pacific Investments
Corporation, Robinsons Land Corporation, GMA Network, GMA
Holdings, and Asian Terminals, Inc., and a regular director of Jollibee
Foods Corporation, all of which are PSE-listed companies, as
well as Senior Adviser of Metropolitan Bank and Trust Company,
a member of the Advisory Council of the Bank of the Philippine
Islands and an adviser of Double Dragon Properties, Corp. He
BERNIDO H. LIU
ARTEMIO V. PANGANIBAN
MA. LOURDES C. RAUSA-CHAN
PEDRO E. ROXAS
MARIFE B. ZAMORA
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HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS is also Chairman of the Board of Trustees of the Foundation for
Liberty and Prosperity, and of the Board of Advisers of Metrobank
Foundation, Inc., a trustee of Tan Yan Kee Foundation and Claudio
Teehankee Foundation, President of the Manila Metropolitan
Cathedral-Basilica Foundation, a member of the Advisory Board
of World Bank (Philippines), Chairman-Emeritus of the Philippine
Dispute Resolution Center, Inc., Chairman of the Philippine National
Committee of the Asean Law Association, a member of the
Permanent Court of Arbitration in The Hague, Netherlands, and a
column writer of the Philippine Daily Inquirer.
Hon. Panganiban served the Supreme Court of the Philippines for
more than 11 years, first as Associate Justice (October 10, 1995
to December 20, 2005) and later, as Chief Justice (December 21,
2005 to December 6, 2006) during which he sat concurrently as
Chairperson of the Presidential Electoral Tribunal, Judicial and
Bar Council and Philippine Judicial Academy. He has received
over 250 awards in recognition of his role as jurist, practicing
lawyer, professor, civic leader, Catholic lay worker and business
entrepreneur, including “The Renaissance Jurist of the 21st
Century” given by the Supreme Court on the occasion of his
retirement from the Court. Hon. Panganiban graduated cum laude
from Far Eastern University with a Bachelor of Laws Degree in 1960,
and was conferred a Doctor of Laws Degree (Honoris Causa) by the
University of Iloilo (1997), Far Eastern University (2002), University
of Cebu (2006), Angeles University (2006) and Bulacan State
University (2006). He was co-founder and past president of the
National Union of Students of the Philippines.
Ma. Lourdes C. Rausa-Chan, 67, Filipino
She has been serving as Corporate Secretary and Chief Governance
Officer since November 1998 and March 2008, respectively. She
has been a director of PLDT since March 29, 2011 and will continue
to serve as such until the expiration of her term immediately prior
to the Annual Meeting. She was the Head of Corporate Affairs and
Legal Services until November 30, 2018. She is a director and the
Corporate Secretary of ePLDT, PLDT Global Investments Holdings,
Inc., PLDT Communications and Energy Ventures, Inc., ACeS
Philippines Cellular Satellite Corporation and Mabuhay Investments
Corporation, and also serves as Corporate Secretary of several
other subsidiaries of PLDT, and of PLDT-Smart Foundation Inc. and
Philippine Disaster Resilience Foundation, Inc. Prior to joining PLDT,
she was the Group Vice President for Legal Affairs of Metro Pacific
Corporation and the Corporate Secretary of some of its subsidiaries.
Ms. Rausa-Chan received her Bachelor of Arts Degree in Political
Science and Bachelor of Laws Degree from the University of the
Philippines.
Pedro E. Roxas, 65, Filipino
He has been a director of PLDT since March 1, 2001 and qualified
as an independent director since 2002. He is the Chairman of the
Audit Committee and serves as an independent member of the
Risk, Governance, Nomination and Sustainability and Executive
Compensation Committees of the Board of Directors of PLDT. He
is the Chairman of Roxas Holdings, Inc. and Roxas and Company,
Inc., and an independent director of Meralco, BDO Private Bank
and CEMEX Holdings Phil. Inc., which are reporting or PSE-listed
companies. He is also the Chairman, President or a director of
companies or associations in the fields of agri-business, sugar
manufacturing and real estate development including Brightnote
Assets Corporation, Club Punta Fuego, Inc., and Philippine Sugar
Millers Association, and a member of the Board of Trustees of
Philippine Business for Social Progress and Fundacion Santiago
(where he is also the President) and Roxas Foundation, Inc..
Mr. Roxas received his Bachelor of Science Degree in Business
Administration from the University of Notre Dame, Indiana, U.S.A.
Marife B. Zamora, 68, Filipino
She has been a director of PLDT since November 14, 2016. She
is the Chairman of the Board of Willis Towers Watson Insurance
Brokers, Inc., and a member of the Board of Trustees of the Asian
Institute of Management and ABS-CBN Foundation Inc. She is
the President of the UP Sigma Delta Phi Alumnae Association
and co-founded the Filipina CEO Circle. She was Chairman of
Convergys Philippines until December 2018, Managing Director for
Asia Pacific, Europe, Middle East, Africa for Convergys Corporation,
and served as the first Country Manager of Convergys Philippines,
setting up its first contact center in 2003 and leading its growth
as the country’s largest private employer. Prior to this, Ms. Zamora
served as Managing Director of Headstrong Phils. She was also
with IBM Philippines where she held a number of sales, marketing
and management positions during her 18-year tenure with the
company. She is the 3rd woman President and the 68th President of
the Management Association of the Philippines. Honors conferred
on Ms. Zamora include the Asia CEO Awards 2011 Global Filipino
Executive of the Year, the ‘Go Negosyo’ Woman STARpreneuer
Award 2012, and the 100 Most Influential Filipino Women in the
World 2013. Ms. Zamora received her Bachelor of Arts Degree
(major in Mathematics & History) from the College of the Holy Spirit
and studied in the University of the Philippines and the Wharton
School of the University of Pennsylvania.
ADVISORY BOARD COMMITTEE
OSCAR S. REYES
ROBERTO R. ROMULO
BENNY S. SANTOSO
ORLANDO B. VEA
CHRISTOPHER H. YOUNG
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PLDT 2020 ANNUAL REPORT
EXECUTIVE OFFICERS
Alfredo S. Panlilio, 58, Filipino
He has been the PLDT Group Chief Revenue Officer since July 1,
2019 and the President and CEO of Smart Communications, Inc.
since August 8, 2019. He is also an Advisor of the Data Privacy
and Information Security Committee of the Board of Directors
of PLDT. He is the President and CEO of Digitel, DMPI and Talas
Data Intelligence, Inc., and the Chairman, President and CEO of
Asia Netcom Philippines Corporation, Digitel Crossing, Inc., and
Mabuhay Investments Corporation, the Chairman and President of
Telesat, Inc., ACeS Philippines Cellular Satellite Corporation, and
Smart Broadband, Inc., the President of MVP Rewards and Loyalty
Solutions, Inc., Airborne Access Corporation, I-Contacts Corporation,
PLDT Communications and Energy Ventures, Inc., and Primeworld
Digital Systems, Inc., and the Chairman of ePLDT, Inc., ePDS, Inc., IP
Converge Data Services, Inc., IPC Rack It Data Center, Inc., Bonifacio
Communications Corporation, PLDT Clark Telecom, Inc., , PLDT
Subic Telecom, Inc., ABM Global Solutions, Inc., Curo Tecknika, Inc.,
PLDT-Maratel, Inc., and PLDT-Philcom, Inc.
He also serves as Director of Cignal TV, Inc., Asean Telecom
Holdings Sdn. Bhd., PLDT Global Corporation, Chikka Holdings
Limited, Connectivity Unlimited Resources Enterprises, Inc., Wifun,
Inc., and Vega Group of Companies, Independent Director of
CEMEX Holdings Philippines, Inc., Board Member of Makati Central
Estate Association, Inc. (MACEA) and Trustee of PLDT-Smart
Foundation, Inc., Asian Carrier Conference, Inc., Kapampangan
Development Foundation, and Philpop Musicfest Foundation, Inc.
He is the President of Samahang Basketbol ng Pilipinas, Inc., MVP
Sports Foundation, Inc., First Vice President of Philippine Olympic
Committee, Second Vice President of FIBA Asia Central Board,
Treasurer of National Golf Association of the Philippines and
Manila Golf Country Club, Inc., Philippine Basketball Association
Governor for the Meralco Bolts, and a member of the Management
Association of the Philippines.
Prior to joining PLDT and Smart, Mr. Panlilio was Meralco’s Senior
Vice President and Head of Customer Retail Services and Corporate
Communications from September 2010 to June 2019 championing
innovation and transformation for the customers. He served as
Chairman of Radius Telecoms, Inc., e-Meralco Ventures Inc., Paragon
Vertical Corporation, Powersource First Bulacan Solar, Inc. and Pure
Meridian Hydropower Corporation. He was also a Vice Chairman of
Aclara Meters Philippines, Inc., and director of CIS Bayad Center Inc.,
Corporate Information Solutions, Inc., Customer Frontline Solutions,
Inc., Meralco Energy, Inc., MRAIL Inc., Meralco Industrial Engineering
Services Corporation, Comstech Integration Alliance, Inc. and
MSpectrum, Inc. He was a trustee of One Meralco Foundation, Inc.
and Meralco Power Academy, and Associate Board Member of
Semiconductor and Electronics Industries in the Philippines, Inc.
He was the 2013 CEO Excel Awardee of the International
Association of Business Communicators Philippines. He was one of
seven finalists in the Rising Star (individual) category of the PLATTS
Global Energy Awards 2015 held in New York, and has received
multiple local and international awards for customer management
and business communication excellence. Mr. Panlilio holds a
Bachelor of Science Degree in Business Administration (Computer
Information Systems) from California State University-San Francisco
State University and obtained his Master in Business Administration
at J. L. Kellog School of Management of Northwestern University/
the Hongkong University of Science and Technology.
Alejandro O. Caeg, 61, Filipino
He is the Head of PLDT Smart Consumer Sales Group and a
member of the Smart Management Committee. Currently, he is a
director of PLDT Global Corporation and was its CEO from 2010 to
2017, a director of MVP Rewards & Loyalty Solutions from 2019, and
a director of Inspiro Philippines from 2018. He previously served as
Head of Wireless Consumer Sales and Distribution of Smart from
2016 to 2017, Head of International & Carrier Business from 2009
until 2016, and PLDT’s representative to the ITW Global Leaders
Forum as well as to the Pacific Telecommunications Council. He was
Smart’s representative to the Conexus Mobile Alliance (one of Asia’s
largest cellular roaming alliances), where he was also designated as
its Deputy Chairman until 2012 and eventually as Conexus Chairman
until 2014. Prior to joining PLDT in 2009, he was appointed by PT
Smart Telecom Tbk (Indonesia) as its Chief Commercial Strategy
Officer from July to December 2008 and as Chief Commercial
Officer from 2006 to 2008. Since joining Smart in 1993, he has held
various sales, marketing and customer experience-related positions
including that of Group Head of Sales and Distribution (2003-
2005), Group Head of Customer Care and National Wireless Centers
(1998-2001) and Marketing Head of International Gateway Facilities
and Local Exchange Carrier (1997-1998). He also served as CEO of
Telecommunications Distributors Specialist, Inc. (TSI) in 2002 and
as Chief Operations Adviser of I-Contacts Corporation (Smart’s Call
Center subsidiary) from 2001 to 2002. Mr. Caeg graduated with
a Bachelor’s Degree in AB Applied Economics and obtained MBA
credits from De La Salle University.
Anabelle L. Chua, 60, Filipino
Chief Financial Officer and Chief Risk Management Officer of the
PLDT Group, is also concurrently the Chief Financial Officer of
Smart. She holds directorships in several subsidiaries of PLDT,
Smart, Digitel, as well as in Voyager Innovations and PayMaya
Philippines. She is a member of the Board of Directors and Audit
Committee of the Philippine Stock Exchange and Securities Clearing
Corporation of the Philippines. She is also a member of the Board
of Directors of Meralco, where she chairs the Finance Committee
and is a member of the Audit, Risk and Nomination and Governance
Committees. Further, Ms. Chua is a director of the Philippine
MANUEL V. PANGILINAN
ALFREDO S. PANLILIO
ALEJANDRO O. CAEG
ANABELLE L. CHUA
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HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS Telecommunications Investment Corporation and a member of
the Board of Trustees of the PLDT-Smart Foundation and PLDT
Beneficial Trust Fund (“PLDT-BTF”), and a director of the companies
owned by PLDT-BTF. Ms. Chua has over 30 years of experience
in the areas of corporate finance, treasury, financial control and
credit risk management and was a Vice President at Citibank, N.A.
where she worked for 10 years prior to joining PLDT in 1998. She
graduated magna cum laude from the University of the Philippines
with a Bachelor of Science Degree in Business Administration and
Accountancy.
Mary Rose L. Dela Paz, 49, Filipino
She is Chief Procurement Officer and was PLDT-Smart Program
Director for the Business Transformation Office (Technology,
Transformation Program Management) from August 2016 until
June 2019. She also served as Smart’s Vice President for Supply
Chain from April 2009 to May 2014, and for Program Management
in Technology Services and New Business Streams from 2000 to
2009. She held various positions in the field of marketing in Smart
when she joined the company in 1998. Ms. Dela Paz obtained her
Bachelor of Arts Degree in Economics from the University of the
Philippines.
Gil Samson D. Garcia, 49, Filipino
He was appointed Officer-in-Charge of Financial Reporting and
Controllership effective January 1, 2021, and is concurrently the
Group Chief Financial Officer (CFO) of ePLDT since May 2015 which
includes ePLDT, Inc., Curo Teknika (Curo), ABM Global Solutions
Inc.(AGS), IP Converge Data Services, Inc.(IPC), IPC RACK I.T. Data
Center, Inc.(RACK IT), and ePDS, Inc. (ePDS). He has been the CFO
of MVP Rewards & Loyalty Solutions, Inc. (MRSI) since September
2018, and director of ePDS since June 2019. He served as CFO
of Curo, AGS, IPC and RACK IT from May 2015 to August 2019.
He joined PLDT in February 2007 as Assistant Vice President for
Financial Reporting and Controllership and Head of Revenue and
Cash Accounting (RevCash) until March 2010, and as Vice President
until June 2010. His role was expanded as Head of Revenue
Management and Cash (RevManCash) from July 2010 to October
2018, and was promoted to First Vice President in November 2018.
Prior to joining PLDT, he was a Senior Director of the Business Risk
Services Group of SGV & Co. / Ernst & Young until January 2007,
where he started his career in November 1992, gaining a wide-range
of experiences in various industries, here and abroad, both for
public and private sectors, in external audit, internal audit, finance
/ accounting, business process review and advisory, Sarbanes-
Oxley (SOX) 404 / 302 evaluation & consultancy, risk management,
corporate governance, and business fraud investigation, and fraud
prevention and detection, among others. Mr. Garcia graduated
Cum Laude from the University of Santo Tomas with a Bachelor
of Science Degree in Commerce, Major in Accounting. He is a
Certified Public Accountant (CPA), and a globally Certified Internal
Auditor (CIA) and Certified Fraud Examiner (CFE). He completed
the Management Development Program in Asian Institute of
Management School of Executive Education in cooperation with
PLDT & Smart in August 2016, and the High Potential Program
/ Leadership Talent Assessment facilitated by Development
Dimensions International in October 2020.
Juan Victor I. Hernandez, 47, Filipino
Head of Enterprise Business Group of PLDT and Smart, the segment
that serves the small, medium, large and top tier enterprises in the
Philippines, concurrently serves as the President & CEO of ePLDT,
as well as its subsidiaries namely, ABM Global Solutions, Inc., ePDS,
Inc. and Curo Teknika, Inc. He is the President of Bonifacio Cable
Corporation, director and head of the enterprise business of PLDT
Global Corporation, with presence in the United States, United
Kingdom, Hongkong, Singapore and Australia. Mr. Hernandez is a
trustee of IT and Business Processing Association of the Philippines
(IBPAP), Chairman of the Board of Asian Carriers Conference
Inc., director of ACASIA Communications Sdn Bhd, and Board
Adviser of the Semiconductor and Electronics Industries in the
Philippines Foundation, Inc. (SEIPI). He obtained his Bachelor of
Science Degree in Agricultural Economics from the University of the
Philippines and Master’s Degree in Business Management from the
Asian Institute of Management.
Menardo G. Jimenez, Jr., 58, Filipino
Head of Consumer Business – Home, joined PLDT in December 2001
and served in various capacities as Corporate Communications and
Public Affairs Head, Retail Business Head, Human Resources Group
Head and Fixed Line Business Transformation Office Head. He holds
directorships in several subsidiaries of PLDT. Prior to joining PLDT,
he had a stint at GMA Network, Inc., where he served as head of a
creative services and network promotions. Mr. Jimenez received his
AB Economics Degree from the University of the Philippines.
Gina Marina P. Ordoñez, 59, Filipino
She is Chief People Officer for PLDT and Smart Communications
where she drives the effective implementation of people
strategies, employee services, HR business partnering and centers
of excellence. She ensures a people-centric and quality-driven
environment across the company through optimized organizational
structures, policies, processes and analytics. She participated in the
development and execution of the PLDT Group Talent Management
strategy, ensuring alignment with present and future business
requirements. Ms. Ordoñez joined the PLDT Group in 2016 under
the Business Transformation Office (BTO) and later assumed the
Smart People Group Head role before moving back to BTO in
2017 to head Process and Quality Management. Under the MVP
Group of Companies, she was appointed Vice President for Service
Operations and Quality Management at Makati Medical Center. She
also served as Head of Customer Experience for Consumer Banking
in Citibank where she held various leadership positions for 16 years
and where she was certified Six Sigma Black Belt professional.
She is a registered Corporate Coach and Quality Management
Consultant who is certified to run coaching clinics. She completed
her professional training from Coach U and is currently a member
of the International Coach Federation. She has over 20 years of
experience in People, Process and Quality Management leadership
roles.
MARY ROSE L. DELA PAZ
GIL SAMSON D. GARCIA
JUAN VICTOR I. HERNANDEZ
MENARDO G. JIMENEZ
LEO I. POSADAS
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PLDT 2020 ANNUAL REPORT Leo I. Posadas, 54, Filipino
He is Treasurer of the PLDT Group and concurrent Treasury Head
of PLDT and Smart, handles the treasury management and treasury
operations of several companies under the PLDT Group. He is a
director and Treasurer of PLDT Global Investments Holdings, a
director and Vice President for Treasury of Mabuhay Investments
Corporation, and the Treasurer of the Vega Telecom group. He is
the Chief Financial Officer of PLDT Global Corporation. He is also
the Treasurer of Smart, ePLDT, Digital Telecommunications, Digitel
Mobile, PLDT-Smart Foundation and several other subsidiaries of
PLDT and Smart. Prior to joining PLDT in September 2000, he
served as Treasury Manager of Total Petroleum Philippines, and
as Manager for Foreign Exchange Management of San Miguel
Corporation. Mr. Posadas received his Bachelor of Arts Degree in
Economics and Bachelor of Science Degree in Commerce Major in
Management of Financial Institutions from De La Salle University.
June Cheryl A. Cabal-Revilla, 47, Filipino
47 years old, Group Controller, Chief Sustainability Officer of the
PLDT Group and the Chief Financial Officer of Smart, PLDT-Smart
Foundation, Philippine Disaster Resilience Foundation and in a
number of subsidiaries and affiliates of PLDT, Smart & ePLDT until
December 31, 2020. She is also the Founding Chairman of Gabay
Guro, President of The Outstanding Young Men Foundation, and an
Appointed Member of the Financial Reporting Standards Council
of the Philippines. Prior to joining PLDT in June 2000 as a Certified
Public Accountant and an Executive Trainee in the Finance Group,
she was a Senior Associate in the Business Audit and Advisory
Group of SGV & Co. She received her Bachelor of Science Degree
in Accountancy from De La Salle University and Master’s Degree
in Business Management Major in Finance from Asian Institute of
Management (“AIM”) where she is an outstanding alumni and a
Triple A awardee by the Federation of AIM Alumni Associations, Inc.
She also finished her Executive Program in the Stanford Graduate
School of Business. With her sterling achievements and advocacies,
she received global recognitions here and abroad and frequently
invited as speaker by several international organizations.
Mario G. Tamayo, 61 Filipino
He is Technology Group Head and concurrent Network Planning
and Engineering Head, has over 26 years experience in the areas
of network planning and engineering, and network build and
operations. He was the Senior Vice President and Head of Network
Planning & Engineering of Smart and concurrent Officer-in-Charge
of Technology of PLDT Group and Smart prior to his appointment in
PLDT. He started his career as Shift Engineer for Switch Operations
of Eastern Telecommunications Philippines, Inc. in June 1982 and
stayed on until December 1994. In January 1995, he joined Smart
as Manager for International Gateway Facility, and subsequently
held various management roles which include mobile core network
planning, build and operations, operations and maintenance of
wireless access networks and transmission networks. Mr. Tamayo
graduated with a Bachelor of Science Degree in electronics &
Communications Engineering from the University of Santo Tomas.
Victorico P. Vargas, 69, Filipino
Business Transformation Office Head, is an Associate Director of
First Pacific since January 2016, overseeing First Pacific Group
businesses operating in the Philippines and its region, with particular
focus on leading the Business Transformation of PLDT. Prior
thereto, Mr. Vargas was the President and Chief Executive Officer of
Maynilad Water Services, Inc. since August 2010. He joined PLDT in
2000 as its Human Resources Group Head and through his stay at
PLDT got involved in managing the PLDT Business Transformation
Office, Asset Protection and Management Group, and the PLDT
International Carrier Business. He has worked in senior roles at
Union Carbide, Pepsi Cola, Colgate Palmolive and Citibank, NA
(both in Manila and in Southeast Asia). He is a director of Meralco,
Smart Communications Inc., PLDT Global Inc., PLDT Subic Telecom,
Inc. and PLDT Clark Telecom, Inc., President and Member of the
Board of Trustees of the First Pacific Leadership Academy, Trustee
of the MVP Sports Foundation, PLDT-Smart Foundation, Inc. and
Ideaspace Foundation and President of the PhilPop Music Fest
Foundation. Mr. Vargas was educated at Ateneo de Manila and
University of Santo Tomas with a Bachelor of Science Degree in
Psychology.
Marilyn A. Victorio-Aquino, 65, Filipino
Chief Legal Counsel, joined First Pacific Company Limited (“First
Pacific”) in 2012 as Assistant Director. She holds various positions in
Philippine subsidiaries and affiliates of First Pacific and Metro Pacific
Investments Corporation (an affiliate of First Pacific), including
President of First Coconut Manufacturing Inc., and director of
Philex Mining Corporation, PXP Energy Corporation and Lepanto
Consolidated Mining Company, which are PSE-listed companies,
Philex Gold Philippines, Inc., Silangan Mindanao Mining Company,
Inc. and Maynilad Water Services, Inc.
Prior to joining First Pacific, Atty. Victorio-Aquino retired as a
Senior Partner at SyCip Salazar Hernandez and Gatmaitan Law
Offices (SyCipLaw). She joined SyCipLaw in 1980 and was admitted
as Partner in 1989. Her practice areas were mining and natural
resources, investments, mergers and acquisitions, construction and
infrastructure, and project finance and securities, where she acted
as legal counsel and represented local and foreign clients in respect
of some of the largest projects and transactions in the Philippines.
Atty. Victorio-Aquino graduated cum laude (class salutatorian) from
the University of the Philippines with a Bachelor of Laws Degree
in 1980, placed second in the Philippine Bar Examinations and was
admitted to the Philippine Bar in 1981. She obtained her Bachelor of
Arts Degree from the University of Santo Tomas. She is a member
of the International Pacific Bar Association, Women Lawyers Circle,
Federacion International de Abogadas, Philippine Bar Association
and Integrated Bar of the Philippines.
GINA MARINA P. ORDOÑEZ
JUNE CHERYL A.
CABAL-REVILLA
Retired as of December 31, 2020
MARIO G. TAMAYO
VICTORICO P. VARGAS
MARILYN A.
VICTORIO-AQUINO
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HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS TOP MANAGEMENT TEAM
MANUEL V. PANGILINAN
ALFREDO S. PANLILIO
ANABELLE L. CHUA
MARY ROSE L. DELA PAZ
GINA MARINA P. ORDOÑEZ
MARIO G. TAMAYO
VICTORICO P. VARGAS
MARILYN A. VICTORIO-AQUINO
KEY ADVISORS
JOACHIM HORN
RAY C. ESPINOSA
ORLANDO B. VEA
JUNICHI IGARASHI
MASAHIKO TSUCHIYA
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PLDT 2020 ANNUAL REPORT HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS
OFFICERS
Manuel V. Pangilinan
Chairman of the Board
President and Chief Executive Officer
Alfredo S. Panlilio
Chief Revenue Officer
Anabelle L. Chua
SVP, Chief Financial Officer and Chief Risk
Management Officer
Dale M. Ramos
FVP and Network Build Head
Gene S. De Guzman
VP and Enterprise Service Assurance Management-I Head
Angel T. Redoble
FVP and Chief Info Security Officer and Cyber
Security Operations Head
John John R. Gonzales
VP and Enterprise Digital Solutions Engagement and
Technical Services Head
Aileen D. Regio
FVP and Regulatory and Strategic Affairs Head
Leonard A. Gonzales
VP and Property, Facilities and Security Management Head
Victorico P. Vargas
Business Transformation Office Head
Victor Y. Tria
FVP and Enterprise Revenue Group 1 Head
Ma. Lourdes C. Rausa-Chan
Corporate Secretary and Chief Governance Officer
Jude Michael H. Turcuato
FVP and Sports Head
Luis S. Reñon
FVP and Internal Audit and Fraud Risk
Management Head
Bernadette C. Salinas
FVP and BTO Process Innovation Head
Silverio S. Ibay Jr.
VP and Spend Management Accounting Head
Gary F. Ignacio
VP and Enterprise Fixed Business Solutions Head
Marven S. Jardiel
VP and Enterprise Customer Operations
Management Head
Alexander S. Kibanoff
VP and Learning and Development Head
Marilyn A. Victorio-Aquino
SVP and Chief Legal Counsel
Gina Marina P. Ordoñez
SVP and Chief People Officer
Mary Rose L. Dela Paz
SVP and Chief Procurement Officer
Mario G. Tamayo
SVP and Technology Group Head
Alejandro O. Caeg
SVP, Consumer Sales Head
Juan Victor I. Hernandez
SVP and Enterprise Business Head
Menardo G. Jimenez Jr.
SVP and Consumer Business – Home Head
Leo I. Posadas
FVP and Treasurer
Gil Samson D. Garcia
FVP and OIC-Financial Reporting and
Controllership
Katrina L. Abelarde
FVP and International and Carrier Business
and Strategic Partnership & Corporate
Development Head
Marco Alejandro T. Borlongan
FVP and Consumer Business Operations
Management Head
Mary Julie C. Carceller
FVP, Program Management - CRO
Bernard H. Castro
FVP and Consumer Business Fulfillment
Management Head
Joan A. De Venecia-Fabul
FVP and Deputy Chief Legal Counsel
Gil Samson D. Garcia
FVP, OIC-Financial Reporting and
Controllership Sector
Joseph Ian G. Gendrano
FVP and Deputy Data Privacy Officer and Core
Enterprise Business Solutions Head
Victor Emmanuel S. Genuino II1
FVP and Senior BTO Officer
Ma Criselda B. Guhit
FVP and Tax Management and Advocacy Head
Leah Camilla B. Jimenez
FVP and Data Privacy and Information Security
Governance Head
Princesita P. Katigbak
FVP and National Key Accounts Group Head
Albert Mitchell L. Locsin
FVP and Enterprise Revenue Group 2 Head
Florentino D. Mabasa Jr.2
Assistant Corporate Secretary
Melissa V. Vergel De Dios
FVP and Investor Relations Head
Javier C. Lagdameo
VP and CRM Conglomerate 1 Head
John Henri C. Yanez
FVP and HOME Marketing Head
Joseph Henry S. Lebumfacil3
VP and Enterprise Resource Planning Head
Catherine L. Yap-Yang
FVP and Group Corporate
Communications Officer
Maria Cecilia H. Abad
VP and Consumer Care Head
Minerva M. Agas
VP and Logistics Head
Benedict Patrick V. Alcoseba
VP and Disruptive Business Head
Cecille M. Alzona
VP and Financial Planning Head
Elizabeth S. Andojar
VP and Enterprise Business Credit &
Collection Management Head
Armando Dodjie T. Lim
VP and Consumer Service Area - GMM North Head
Czar Christopher S. Lopez
VP and Technology Strategy and Transformation
Office Head
Paolo Jose C. Lopez
VP and Telesales, Online Stores, and Emerging
Channels Head
Maria Carmela F. Luque
VP and Financial Audit Head
Loreevi Gail O. Mercado
VP and Talent Management Head
Oliver Carlos G. Odulio
VP and Enterprise Business Continuity & Resilience Head
Roy Victor E. Añonuevo
VP and HOME Business Operations and
Services Head
Jonston Prince W. Ong
VP and BTO Executive
Tito Rodolfo B. Aquino Jr.
VP and Commercial Contracts
Management Head
Mitchie M. Arcaina
VP and Organizational Change
Management Head
Carlo S. Ople
VP and Deputy Head for PLDT-Smart Public Affairs
Charles Louis L. Orcena
VP and Business and Customer Analytics Head
Serviliano L. Padiz Jr.
VP and Cost Valuation Head
Jerameel A. Azurin
VP and Product Management Head of the
Disruptive Business Group of PLDT Enterprise
Raymond A. Racho
VP and RAFM-Revenue Assurance Head
Francis A. Bautista
VP and Financial Reporting Systems &
Controls Head
Rafael M. Bejar
VP and Medical Services Head
Dianne M. Blanco
VP and Consumer Credit and Accounts
Management Head
Genaro C. Sanchez
VP and International Facilities Investments Management Head
Maria Christina C. Semira
VP and Subsidiaries and Affiliates Head
Ma. Merceditas T. Siapuatco
VP and Treasury Operations and Support Head
Arvin L. Siena
VP and Technology Strategy and Transformation Office Head
Wilson S. Bobier
VP and Program Resource and Integration
Management Head
Carla Elena A. Tabuena
VP and Enterprise Business Service Operations
Management Head
Luis Gregorio D. Casas
VP and CRM Conglomerate 2 Head
Ma. Magdalene A. Tan
VP and Corporate Governance Enforcement Head
Joseph Michael Vincent G. Co
VP and People Operations Head
Patrick S. Tang
VP and VisMin Regional Marketing Head
Ma. Monica M. Consing
VP and Senior Business Transformation
Office Executive
Branden B. Dean
VP and IT Operations Support Systems &
Automation Management Head
Aniceto M. Franco III
VP and Small and Micro Business Head
Jecyn Aimee C. Teng
VP and CRM Banking and Financial Service Institution Head
Milan M. Topacio
VP and Network Operations Center Head
Radames Vittorio B. Zalameda
VP and Wireless/Fixed Network Optimization and
Performance Executive
1 Apppointment as First Vice President effective February 1, 2021 was confirmed by the Board of Directors in the meeting held in March 25, 2021
2 Separated as First Vice President effective February 1, 2021 but will continue to serve as Assistant Corporate Secretary for the unexpired term of his appointment to said office
or until the Board elects his successor to said office
3 Apppointment as Vice President effective November 1, 2020 was confirmed by the Board of Directors in the meeting held on March 25, 2021
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HIGHLIGHTS I MESSAGES I AWARDS I OPERATIONS I GOVERNANCE I EXECUTIVES I FINANCIALS