My EG Services Berhad Annual Report 2019

ANNUAL REPORT 2019 43 MYEG’s involvement in the government sector puts us in contact with a diverse range of stakeholders, with whom we engage regularly as part of our sustainability process. Engagement with stakeholders helps us gain a more complete understanding of matters that may have a material impact on our business and sustainability and ensures that their interests and concerns are taken into consideration as we adapt and innovate our value creation model in an evolving landscape. Listed below are key stakeholder groups who have the most influence on MYEG’s business sustainability: Stakeholder Group Level of Engagement Forms of Engagement Issues of Concern Outcome Achieved Government & Regulators Gove r nmen t s o f our key markets are both our principals/ partners, as well as regulators of o u r o p e r a t i n g environments High Meetings at ministerial and working levels Discussions on services requirements Discussions with regulatory authorities Participation in government and regulatory events Renewal of e-government service concession Change in legislation Approval of permits We h a v e a n improved visibility of government policies and the nation’s growth agenda, and the role MYEG can play in supporting the gover nments’ digitalisation impetus. Customers Users of MYEG services are the cornerstone of our business High Advertising and marketing efforts Website/social media Customer service channels Customer survey and feedback exercise Online feedback via www.myeg.com.my User experience/ ease of navigation Customer service Timely delivery Product/service pricing and package We gained a better understanding of issues faced by users and customer service expe r i ences and identified areas of improvement leading to improved customer satisfaction. Investors I ns t i t u t i ona l and r e t a i l i nv e s t o r s , shareholders and investment analysts affect our capital acquisition High Investor briefings Announcement of financial results Announcement of company updates and developments Investor relations portal AGM Business performance Sustainability of business model Dividend pay-out Good corporate governance Listing compliance Investors achieved a stronger understanding of MYEG’s value creation model, our strategies and the sustainability of our business, which in turn helps us attract capital investment. STAKEHOLDER ENGAGEMENT SUSTAINABILITY STATEMENT