My EG Services Berhad Annual Report 2019

ANNUAL REPORT 2019 37 Risk Likelihood and Severity Matrix Impact Likelihood Low Medium High 4 Customer experience 3 Technology performance 1 Cyber threat 2 Customer data 6 Political and regulatory environment 5 Economic 7 Business strategy 8 Law and legislation 9 Litigation Risk Description of Risk Linkage/Impact to Business Strengths/ Strategy Impacted Stakeholders (Aside from MYEG) Mitigation Action Plans Cyber threat The risk of hacking, phishing, malware and other cyber threats could have an impact on service delivery resulting in downtime and affecting customer transactions. There would also be potential loss of brand trust and reputation Broad mix of revenue channels across diverse commercial and e-government services Customers Government and regulators Community and general public Kindly refer to our Sustainability Statement on page 41 Customer data Any breach of customer data could lead to loss of confidentiality or other issues, such as fraud, etc. Customers Technology performance Technology is a double-edged sword that could allow us to gain first mover advantages; or be impacted by others. Growing portfolio of services Strong technological and innovation capabilities Employees Investors Customer experience Services that are below par may lead to customer frustration and loss of future business. Broad mix of revenue channels across diverse commercial and e-government services Customers OUR VALUE CREATION PROCESS AND BUSINESS MODEL (CONT’D) OUR BUSINESS