My EG Services Berhad Annual Report 2020

MY E.G. SERVICES BERHAD Regisration No. 200001003034 (505639-K) 52 OUR VALUE CREATION PROCESS AND BUSINESS MODEL Financial capital Shareholders’ equity, debt and reinvested capital – is a critical input in executing our business activities and in generating, accessing and deploying other forms of capital. Balancing the short-term interests of investors with longer-term growth objectives, and with some of the interests of other stakeholder groups, remains an essential objective. Manufactured capital Our physical assets drive our best value creation capabilities. They include our headquarters that houses our corporate office and customer service centre. Other key manufactured capitals include our motor fleet to support delivery services and operating branches across Malaysia. Intellectual capital Our proprietary, self-developed, Malaysian made technology and intellectual properties power our business model. It is the intangible quotient of our idea generation and innovation processes that allows us to maintain our competitive edge in a dynamic market, both locally and internationally. Human capital The technical and managerial skills, productivity and wellbeing of our people – coupled with a company culture and governance systems that foster innovation and compliance – are critical to our long-term success. Investing in our people is one of the most significant costs to our business. Social and relationship capital The innate partnerships, collaborations and interactions that we have developed over time that allows us to best understand our marketplace and many stakeholders as well as how best to develop our value creation approach from a shared perspective. (At beginning of the financial year) RM1.03 billion in assets RM360.63 million in share capital RM76.22 million cash and cash equivalents RM3.8 billion in market capitalisation 351,780 square feet (“ sf ”) corporate MYEG Tower 45,328 sf customer service centre located within MYEG Tower 101 operating e-services centres and >900 kiosks nationwide. Self-developed technology Logo trademark Online finance services made possible via our moneylender’s license Road safety diagnostic kit 2,594 staff strength 23 helpdesk staff and 27 over-the-counter staff 175 management staff Long-standing industry knowledge, experience and expertise Empowered organisational culture Talent development and retention programmes Proactive stakeholder engagements, dialogues, development of joint ventures and strategic agreements, etc. with governments, regulators, communities, vendors and others. To realise our vision, we strive to: - optimise our current technological capabilities - develop employee potential Our Business Strategies Realise Our Vision and Mission We are cognisant of and continue to mitigate against financial, business and operational risks and sustainability-related matters: Please see our Sustainability Statement on page 55 for mitigation measures We adapt and Leverage on relevant macro factors in key markets. Digitalisation to enhance e-government services delivery. Emerging technology like blockchain and AR. Technology to improve delivery of financial services. Our Opportunities Going Forward Our model takes into account the aspirations, demands, rights and perspectives of multiple stakeholders: OUR CAPITALS SPECIFIC INPUTS BUSINESS OPERATING MODEL Shareholders Community and General Public Investors Customers Government and Regulators Employee Cyber Security Business Model Intellectual Property Customer Experience Energy Efficiency and Consumption Environmental Footprint Management Talent Retention and Development Workforce Inclusivity and Diversity Occupational Safety and Health Community Investment To be a high value-added provider of globally-competitive IT services Long Term / Future Orientation (4-10 years) Customer-oriented Invest in the future Sustainable business Moderate risk profile Short / Present Term (1-3 years) Improve existing products Enhance customer experience Innovate and grow Develop capable employees Materiality Matters STAKEHOLDERS - enhance stakeholders’ confidence - increase revenue growth through market and product expansion and continuous innovation Mission Vision OUR VALUE CREATION PROCCESS