93 SUSTAINABILITY STATEMENT MYEG redeploys its customer service workforce from time to time to support in-demand channels to ensure sufficient DBQBDJUZ JO UIF WBSJPVT BSFBT PG PVS DVTUPNFS TFSWJDF XPSLGPSDF 8IFO OFFEFE .:&( SFWJFXT JUT DVSSFOU 401T BOE organisational charts to continue optimising its manpower to manage the high volume of queries received. 'PS .:&( T QIPOF DBMM RVFSJFT UIF JODPNJOH OVNCFS PG DBMMT EFDSFBTFE JO WPMVNF UPXBSET UIF FOE PG QPTTJCMZ signalling that customers are using other query channels to more accessibly reach MYEG. /FWFSUIFMFTT .:&( IBT JNQSPWFE JUT BWFSBHF IBOEMJOH UJNF PG QIPOF DBMMT UP MFTT UIBO NJOVUFT BT QFS JUT TFU UBSHFU *U IBT BMTP CFFO BCMF UP NBJOUBJO B HPPE BWFSBHF PG TFDPOET UP BOTXFS DBMMT XIJDI JT FRVJWBMFOU UP SJOHT CZ UIF end of 2024. The average rate of answered calls was maintained at a commendable level in 2024. Phone Call Queries Highlights Average Call Answered Rate ROAD TAX Highest Call Answered Rate 95% 96% 91% 98% 97% 100% Average Call Answered Rate MYSAFETRAVEL Highest Call Answered Rate 95% 98% - - - - Average Call Answered Rate IMMIGRATION Highest Call Answered Rate 95% 98% 92% 99% 95% 2022 2023 2024 99% *The MySafeTravel phone call service was halted in FY2023. We continue to be highly focused on improving the productivity of the team with limited manpower by ensuring that NPSF DIBUT BSF BOTXFSFE BOE UIFTF FGGPSUT IBWF IFMQFE VT UP NBJOUBJO IJHI DIBU BOTXFSFE SBUFT UISPVHI UIF ZFBST "MM DIBUT BSF BUUFOEFE UP BT UIF DIBU TZTUFN JT MJOLFE EJSFDUMZ UP PVS UJDLFUJOH TZTUFN ;PIP "OZ DIBUT UIBU BSF OPU BOTXFSFE CZ BHFOUT BSF TUJMM BUUFOEFE UP BT F NBJMT WJB UIF UJDLFUJOH TZTUFN XIJDI IBT CFFO synced with our chat system. MYEG is continuing to improve the number of chats attended within the Service Level Agreement (“SLA”) to 95% and above going forward. Customer queries across the immigration and road tax sectors continued to spread between phone calls and our live DIBU TFSWJDF IFMQJOH UP NJUJHBUF BOZ EJTQSPQPSUJPOBUFMZ IJHI WPMVNF PG DBMMT MATERIALITY MATTERS (cont’d)
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