4 MANAGEMENT DISCUSSION AND ANALYSIS 93 Managing client expectations for service delivery • Conduct regular check-ins and performance evaluations to monitor KPI and SLA compliance. • Engage clients by presenting updated solutions tailored to evolving operational needs. • Achieved all KPI and SLA requirements without penalties or service scope deductions. Rising cost pressures, including manpower and materials • Optimise shift arrangements and reduce reliance on overtime to manage labour costs. • Control material costs through centralised and bulk procurement. • Improved facilities management margins in Malaysia by 1% through cost controls. Managing operations at scale across more than 1,000 horizontal assets and diverse end users • Digitalise facilities management processes, including customer requests and complaints, via Asseto to increase capacity. • Establish regional persons-in-charge responsible for stakeholder management. • Improved response times in line with established KPIs and SLAs. • Increased customer satisfaction from engagement with local subject matter experts. • Redirected 90% of requests and complaints to be logged through our digital portal. Challenges Mitigation Actions Results OPPORTUNITIES • Capture increased demand for technology-enabled and energy-efficient facilities management in line with Malaysia’s National Energy Transition Roadmap (“NETR”). • Expand green IFM opportunities, supported by RM4 billion earmarked for green and smart government buildings by 2030. • Strengthen internal skills and capabilities in response to the industry shift towards decarbonisation, resource efficiency and green building outcomes. 2025 HIGHLIGHTS SUSTAINABILITY HIGHLIGHTS Low‑carbon mobility practice including carpooling, coordinated group travel and increased use of virtual meetings to reduce travel-related fuel consumption and emissions. Competency development in GBI and Energy Management via certification programmes. Resource optimisation measures covering electricity and water efficiency to reduce operational energy use and promote responsible consumption. 88 kg disposed from the E-Waste Recycling Campaign. Enhanced digital report to client incorporating analytics. Supported coastal protection and environmental sustainability through a mangrove tree‑planting initiative that enhances biodiversity and strengthens climate resilience.
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