ANNUAL REPORT 2021 73 SUSTAINABILITY Here at MYEG, we understand the value of our stakeholders which is why stakeholder engagement is such a high priority for the Group. MYEG has a wide variety of different stakeholders that we need to account for and all of them do have the potential to impact MYEG as a company. FY2021 was another year where engagement of stakeholders continued through a variety of mediums. The recent adaptation to a digital environment has become necessary for many businesses during the pandemic and MYEG has focused on this by devoting resources and making necessary updates to our online platforms and websites. Our website is regularly updated with the latest news, corporate announcements, financial results, press releases and Board changes in relation to MYEG. This is done to ensure that our stakeholders are able to access the latest information regarding MYEG. We were unable to conduct our Customers Satisfaction Survey in FY2021 due to the uncertainty in our operating hours, logistical difficulties and unusual surge in customer traffic brought about by the COVID-19 pandemic. We however do aim to conduct it in FY2022 barring any unforeseen circumstances. Our stakeholder engagement table remains unaffected from FY2020 (although as mentioned earlier, the channel of engagement may vary due to the pandemic): Stakeholder Group Level of Engagement Forms of Engagement Issues of Concern Outcome Achieved Government and Regulators Governments of our key markets are both our principals/ partners, as well as regulators of our operating environments High Meetings at ministerial and working levels Discussions on services requirements Discussions with regulatory authorities Participation in government and regulatory events Renewal of e-government service concession Change in legislation Approval of permits We have an improved visibility of government policies and the nation’s growth agenda, and the role MYEG can play in supporting the governments’ digitalisation impetus. Customers Users of MYEG services are the cornerstone of our business High Advertising and marketing efforts Website/social media Customer service channels Customer survey and feedback exercise Online feedback via www.myeg.com.my User experience/ ease of navigation Customer service Timely delivery Product/service pricing and package We gained a better understanding of issues faced by users and customer service experiences and identified areas of improvement leading to improved customer satisfaction. STAKEHOLDER ENGAGEMENT
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