3. Community Empowerment 4. Customer-centricity We continued to make strong headways in social finance, marking significant strides in societal development and welfare. Our commitment as a responsible corporate entity was evident through various initiatives aimed at uplifting communities and supporting microentrepreneurs, especially those unable to access commercial credit. Central to our efforts were the iTEKAD BangKIT Microfinance programme, which employed the Qardhul Hassan (benevolent financing) concept to offer financial assistance without profit. Recognising that financial support alone is insufficient, we partnered with changemakers to provide vital training and business coaching, helping entrepreneurs enhance their business acumen and cash flow management. In 2023, we expanded these blended finance programmes across branches to broaden our reach and impact, resulting in RM8.3 million in disbursements, significantly surpassing our revised target by RM8.0 million. In tandem, the BangKIT Business Grant (BBG) and the Sakeenah Home Ownership Programme (SakeenaHOPe) underscore our holistic approach to community support. The funding escalator as a whole including BBG initiative exceeded its disbursement target by 33.2%, allocating over RM1.3 million, while SakeenaHOPe successfully delivered housing solutions in collaboration with the Consumer Banking Division. Furthermore, through the Generic Debit Card programme, we allocated RM500,000 to Sadaqa House from annual fees, supplemented by additional contributions totalling RM274,016 in the first half of the year. The TruPoints Rewards campaign further augmented this support, raising RM30,000 for Sadaqa House by mid-2023, with subsequent contributions reaching RM5,690 by the end of August 2023. A key development we noticed in 2023 is that other banks have started introducing their versions of iTEKAD. It underscores the essential role of collaborative efforts in expanding social finance. While Bank Islam has been a pioneer in this area, the collective involvement of larger banks, leveraging their resources and reach, could exponentially increase the positive impact on communities. Our goal is to inspire further adoption across the banking industry, amplifying the benefits of such programmes and fostering a more inclusive financial ecosystem. Our commitment in 2023 was anchored in enhancing customer-centricity across all our services and operations. We focused on refining our offerings to meet the fundamental needs of our customers, mainly through digital innovations targeting holistic solutions in wealth management and customer experience. Our drive towards digitalisation was marked by initiatives like the enhancement of our Queue Management System (QMS) and the success of our Digital Trooper–Phase II campaign, underscoring our push for digital banking excellence. The emphasis on critical e-channel transactions like Cash Withdrawal, 3rd Party Transfer, and DuitNow transfer ensured that our Self-Service Terminals (SST) remained reliable and accessible for customers. Through customer-focused improvements, we achieved notable service excellence and customer satisfaction improvements. Our branches reported significant enhancements in Average Waiting Time (AWT) and Average Serving Time (AST), demonstrating our efficiency in customer handling. Additionally, our complaint management process saw a 40% reduction in total service/staff complaints, surpassing our targets and reflecting positively on our internal benchmarks and those set by the Central Bank and our charters. Customer feedback has been overwhelmingly positive, as evidenced by our Net Promoter Score (NPS) increased from 45 to 67 and our Customer Satisfaction (CSAT) score from 83% to 90%. These improvements indicate a substantial rise in customer perception and experience with our services. In 2023, we expanded these blended finance programmes across branches to broaden our reach and impact, resulting in RM8.3 million in disbursements, significantly surpassing our revised target by RM8 million. Our Net Promoter Score (NPS) increased from 45 to 67 and our Customer Satisfaction (CSAT) score from 83% to 90%. 23 1 2 3 4 5 6 7 8 9 www.bankislam.com KEY MESSAGES
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