My EG Services Berhad Annual Report 2020

MY E.G. SERVICES BERHAD Regisration No. 200001003034 (505639-K) 74 Our Immigration counter services experienced a lower number of customers in FY2020. However, the total number PG DBTFT SFGFSSFE XFSF IJHIFS UIBO UIF OVNCFS PG BDUVBM DVTUPNFS XBML JOT 5IJT JT FTQFDJBMMZ USVF GPS GPSFJHO XPSLFS QFSNJU SFOFXBMT BOE JORVJSJFT XIFSF UIF DVTUPNFS PS DPNQBOZ T SFQSFTFOUBUJWF XJMM FBDI CSJOH B NJOJNVN DBTFT UP be referred to. 3PBE 5BY DPVOUFST SF PQFOFE BGUFS UIF .$0 SFTUSJDUJPOT FBTFE XJUI UIF OVNCFS PG DVTUPNFST JODSFBTJOH EVF UP PVS EFMBZFE EFMJWFSZ TFSWJDF 0VS DVTUPNFST EFDJEFE UP TFMG DPMMFDU JOTUFBE PG XBJUJOH GPS UIFJS SPBE UBY UP CF EFMJWFSFE 5IF OVNCFS PG DVTUPNFS XBML JOT XFSF DMPTFMZ UJFE UP UIF EFMJWFSZ PG SPBE UBY TFSWJDFT TVDI UIBU UIF JODSFBTF JO EFMJWFSJFT SFEVDFE UIF OVNCFS PG XBML JOT Fastest Immigration Counter Serving Time Average Immigration Counter Monthly* Over-The-Counter FY2020 Highlights 4:59 minutes (February 2020) Per Customer Tickets Served 1,516 Average Road Tax Counter Serving Time Average Road Tax Counter Monthly* 7:46 minutes 4:35 minutes (November 2020) Per Customer Tickets Served 705 Average Immigration Counter Serving Time 10:06 minutes * Excluding April 2020 as counters were closed due to the MCO. *O SFMBUJPO UP PVS QIPOF DBMM SFMBUFE DVTUPNFS FYQFSJFODF PWFSBMM QFSGPSNBODF XBT PODF BHBJO JODPOTJTUFOU EVF UP UIF pandemic and resultant MCO lockdowns which caused limited delivery of various services. This resulted in spike in number PG DBMM RVFSJFT QBSUJDVMBSMZ GSPN "QSJM UP +VOF GPS SPBE UBY TFSWJDFT BOE JO +VOF GPS JNNJHSBUJPO TFSWJDFT The new MySafeTravel service was launched in November 2020 and while customer experience resources leaned more towards F NBJM JORVJSJFT GPS UIJT OFX TFSWJDF XF BMTP IBE B EFEJDBUFE UFBN PG DBMM BHFOUT GPDVTTJOH PO .Z4BGF5SBWFM RVFSJFT Phone Call Queries FY2020 Highlights 92% 92% 93% (November 2020) Average Immigration Monthly Calls Answered Rate Highest Immigration Monthly Calls Answered Rate Average Road Tax Monthly Calls Answered Rate 93% (February 2020) 87% (Sepember & November 2020) 87% Highest Road Tax Monthly Calls Answered Rate Average MySafeTravel* Monthly Calls Answered Rate Highest MySafeTravel* Monthly Calls Answered Rate * For MySafeTravel call data is only from the months of November 2020 and December 2020, since MySafeTravel only launched in November 2020. -JWF DIBU USBOTBDUJPOT FYQFSJFODFE B TIBSQ EFDMJOF GSPN "QSJM UP +VOF BT NPSF VTFST BSF DBMMJOH PVS DVTUPNFS TFSWJDFT EJSFDUMZ .BKPS TFSWJDF SFMBUFE JORVJSJFT EVSJOH UIJT UJNF TQBO QFSUBJOFE UP UIF EFMBZFE EFMJWFSZ PG road tax services since it was during the MCO. However, while inquiries increased drastically, the team maintained a fast response time of less than 2 minutes on average each month. MATERIALITY MATTERS (CONT’D)