Annual Report 2022 45 ABOUT US LEADERSHIP PERSPECTIVE SUSTAINABILITY GOVERNANCE FINANCIAL STATEMENTS Other Information Upholding Product Safety and Quality The quality of our products and services are important considerations in upholding Datasonic’s brand and sustainability. We are committed to ensuring that we comply with all the requirements under our internal policies and the Quality Management Systems (“QMS”) our operations are certified for. These ISO certifications are a testament that our products and services meet international standards, with our internal processes to be refined for continual improvement. Site Company Certification Coverage period Meru, Klang Datasonic Manufacturing Sdn Bhd ISO 9001:2015 21 January 2020 – 20 January 2023 ISO 27001:2013 18 August 2020 – 21 May 2023 ISO 14001:2015 10 August 2020 – 9 August 2023 ISO 45001:2018 15 July 2020 – 14 July 2023 Headquarters Datasonic Group Berhad ISO 9001:2015 29 March 2020 – 28 March 2023 PJ RPS Datasonic Corporation Sdn Bhd ISO 9001:2015 15 July 2020 – 6 July 2023 PJ 223 Datasonic Manufacturing Sdn Bhd ISO 9001:2015 22 April 2021 – 21 April 2024 Datasonic Technologies Sdn Bhd ISO 9001:2015 22 April 2021 – 21 April 2024 Customers’ Satisfaction We want to do the best for our customers. Their satisfaction remains as one of the Group’s main focus areas as a benchmark for business growth. This means continuously enhancing our offerings and processes as we seek to deliver a high level of customer satisfaction. Feedback from customers is highly valued and taken into consideration for the enhancement of our products and services. We engage customers on a regular basis to develop mutually beneficial relationships in order to develop a deeper understanding of their needs and concerns. This allows us to tailor and innovate our offerings to suit our customers’ requirements. FY2020 FY2021 FY2022 Customer’s Service Level Agreements Adherence for Helpdesk (MyKad Projects) Total incidents received 1,476 1,228 1,238 Response time – no. of incidents within SLA 1,332 1,218 1,238 Resolution time – no. of incidents within SLA 1,124 1,217 1,225 Feedback from the Management Overall rating on satisfaction level – management support services at headquarters 78% 83.9% 86.5% In FY2022, SLA adherence was at 100% as we fulfilled all our customers’ requests and requirements. Besides that, we also monitor the quality of management support services at our headquarters via surveys sent to our directors and senior management team on an annual basis. In FY2022, we are pleased to update that overall satisfaction has improved to 86.5% from 83.9% in FY2021, signalling improved service level and delivery services, as well as response time. Sustainability Statement
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