23 GHL SYSTEMS BERHAD 199401007361 (293040-D) ANNUAL REPORT 2021 KEY SUSTAINABILITY DISCLOSURES (Cont’d) UN SDGs Material Sustainability Matters Key Stakeholder Groups Key Highlights and Management Approach Customer Growth Customer Experience • Customers 1. Upgraded the Merchant Portal services with dashboard enhancements to improve user experience. 2. Maintained the Net Promoter Score to gauge customer satisfaction. 3. Engagement of new customers through monthly Welcome Calls and provision of a Terminal User Guide. Technology and Innovation • Customers 1. Launch of CARDit programme to enable small and medium enterprise transition from traditional cash transactions. Product and Service Quality • Customers 1. Regular review of merchant experience to inform GHL service quality monitoring. 2. Monthly Service-Level Agreements (“SLA”) Reports for banks to communicate GHL’s progress against terminal fault calls. Customer Empowerment Event • Customers • Media 1. Key study case for the Chartered Financial Analyst (“CFA”) Research Institute to present an overview of Group’s operations, contribution and achievements in the cashless ecosystem. 2. Group CEO speech during webinar series for Standards Chartered Corporate, Commercial & Institutional Banking Financial Analyst event. 3. Collaboration with Malaysian Digital Economic Corporate to present insights on digital disruption during Malaysia Tech Month 2021. Sustainable Workforce and Community Employee Diversity and Inclusivity • Employees 1. Diversity and inclusion training programme embedded into onboarding programme for new hires. 2. GHL Malaysia organised a Kolam Competition to celebrate Deepavali. 3. Zero incidents of discrimination recorded at GHL. Conducive Workplace • Employees 1. Board approval for the Labour & Human Rights Policy. 2. Regular Coffee Table and Townhall sessions for employees to voice any grievances in the workplace. 3. Comprehensive workplace pol icy and guideline to curb COVID-19 infections. 4. Distribution of a total of 663 giftbox to employees in conjunction with International Workers Day. 5. Curated workshops for GHL Wellness Month to promote physical and mental care amongst employees. SUSTAINABILITY STATEMENT CONT’D
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