86 MY E.G. SERVICES BERHAD Registration No. 200001003034 (505639-K) MATERIALITY MATTERS (cont’d) CUSTOMER EXPERIENCE AND SATISFACTION MYEG is committed to transforming the landscape of government services, placing user experience at the forefront of its priorities. The Group’s cutting-edge systems and solutions empower individuals to effortlessly access e-government services with a simple click, revolutionising the way they interact with the government. Through the adoption of best practices and continuous investment in new technologies, MYEG aims to bring added efficiency and ease to every interaction. The Group recognises the significance of actively engaging with customers to gain a comprehensive understanding of their demands and needs. Attaining a high customer benchmark score is of great importance for MYEG, given that customer satisfaction is a fundamental aspect of the Group’s operations. Customer happiness is the key to establishing a mutually beneficial, long-lasting and sustainable relationship with customers and this will ensure customer retention remains a competitive advantage for the long term. MYEG consistently strives to enhance its platforms and services continually, aiming to further elevate customer satisfaction levels. This focus on customer-centricity not only drives loyalty, but also serves as a competitive advantage in the market. MYEG customer service team has standard operating procedures on how to assist with complaints, in accordance with each channel, whether face-to-face, verbal, or written, through the Group’s official channels. Complaints received will be assessed based on their nature or urgency to ensure that appropriate action is taken. Over-The-Counter Highlights Average Monthly Tickets Served IMMIGRATION COUNTER Average Serving Time Per Customer Fastest Serving Time Per Customer 912.1 tickets 11:12 minutes 9:19 minutes (August 2021) 999.5 tickets 8:30 minutes 4:30 minutes (January 2022) 318.7 tickets 2021 2022 2023 8:56 minutes 6:04 minutes (December 2023) Average Monthly Tickets Served ROAD TAX COUNTER Average Serving Time Per Customer Fastest Serving Time Per Customer 307.7 tickets 7:05 minutes 5:02 minutes (March 2021) 505.5 tickets 3:05 minutes 1:17 minutes (October 2022) 254.9 tickets 2:39 minutes 1:46 minutes (January 2023) The post-pandemic return to normality has seen over-the-counter self-collection for both road tax and maid permits resume, whilst physical counters were also brought back. In focusing on reducing its serving times to cope with the large amount of transactions and processing times, MYEG will continue to bolster its ability to attend to customers and be more attentive when dealing with customers to achieve the target of improving customer satisfaction when it comes to serving time. MYEG always provides a non-compulsory feedback form at counters to garner insights on its customer service quality. The Group endeavours to better measure, maintain and enhance customer service best practices and targets in the future, which would be supplemented by a Customer Satisfaction Score. However, priority will always be given towards resolving a customer’s issue urgently.
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