My EG Services Berhad Annual Report 2020

ANNUAL REPORT 2020 73 IP DEVELOPMENT IP PROTECTION RESULTS Undertook the provision of an online payment system for Malaysia. This development was later refined and launched as MySafeTravel, a digital health pass system for inbound travellers that included features such as POMJOF QBZNFOU GPS $07*% TXBC UFTUT BOE quarantine stay bookings. &OUFSFE JOUP B .P6 XJUI +BLBSUB 4NBSU $JUZ to develop and implement a contact tracing application. Formed a strategic partnership with Family Vaccine Specialty Clinics, Inc. (Health Direct Now) in the Philippines, to develop a mobile application for the booking and payment PG $07*% UFTUT BOE UIF JTTVBODF PG B digital QR code system as proof of testing. Collaboration with University of Malaya to produce academic research and development projects in blockchain as well as the JNQMFNFOUBUJPO PG BO PO DBNQVT F XBMMFU BSF progressing positively. Trademarks registered and IPs patented JO '1 BOE CFGPSF IBWF CFFO DBSFGVMMZ maintained, safeguarded and uti lised throughout FY2020. These included the continued provision of government services and MYEG’s entry into the healthcare sector. CUSTOMER EXPERIENCE AND SATISFACTION Delivering customer satisfaction does not just include improving the technological innovation of our platforms and systems, but also in how to meet customers’ changing needs and to deliver a more seamless and convenient journey across our products and services. This is especially true during a pandemic period and coping with the huge rise in phone call and online inquiries due to social distancing measures. 5IF GPDVT JT OPU KVTU PO JNQSPWJOH DVTUPNFS FOHBHFNFOU QPJOUT CVU CZ BMTP SFWJFXJOH CBDL FOE TZTUFNT BOE leveraging on technologies such as Big Data Analytics towards better understanding user behaviour and to offer enhanced value propositions. These efforts have enabled MYEG to notch improved scores in its customer benchmark scores, which are used as final indicators of its overall performance in delivering satisfying customer experiences. )PXFWFS EFTQJUF UIF NBSLFE QSPHSFTT CFJOH NBEF JO DVTUPNFS FYQFSJFODF EFMJWFSZ UIF POTFU PG UIF $07*% pandemic and ensuing MCOs disrupted our customer service response rates and delivery times. Call rates during the MCO period were also unusually high due to more issues raised during this time such as renewals that were unable to be obtained in time due to travel restrictions. This was especially true during the first MCO from March to May during the year under review. 5IJT NBEF PWFSBMM QFSGPSNBODF JO UIJT EFQBSUNFOU JODPOTJTUFOU BT QIZTJDBM GSFF RVFSJFT BOE QSPDFTTJOH UJNFT JODSFBTFE BOE XIJMF QIZTJDBM GPDVTTFE XBML JOT EFDSFBTFE ESBNBUJDBMMZ UISPVHIPVU UIF SFQPSUJOH ZFBS All channels continue to be utilised more on ensuring the customers inquiries, escalations and complaints are handled VSHFOUMZ *O ': XJUI .$0 SFTUSJDUJPOT MFTTFOFE BOE $07*% WBDDJOBUJPOT UBLJOH QMBDF UISPVHIPVU UIF DPVOUSZ we hope to bolster our already robust customer experience performance in all areas as well as achieve new or current targets set to usher in significant improvement. 3FHBSEJOH PVS PWFS UIF DPVOUFS TFSWJDFT UIF OVNCFS PG XBML JO DVTUPNFST XFSF JODPOTJTUFOU FBDI NPOUI EVF UP UIF QBOEFNJD BOE .$0 SFTUSJDUJPOT UIBU EJTDPVSBHFE GBDF UP GBDF JOUFSBDUJPOT 'PS JOTUBODF NPOUIMZ UJDLFUT TFSWFE EFDSFBTFE UPXBSET UIF FOE PG ': XIFO $07*% DBTFT TQJLFE CBDL VQ MATERIALITY MATTERS (CONT’D) SUSTAINABILITY