MY E.G. SERVICES BERHAD Registration No. 200001003034 (505639-K) 82 All channels continue to be utilised more on ensuring the customers inquiries, escalations and complaints are handled urgently. As COVID-19 vaccinations have officially rolled out throughout the country since FY2021, we hope to bolster our already robust customer experience performance in all areas as well as achieve current and new customer experience targets. Over-The-Counter Highlights MATERIALITY MATTERS (CONT’D) In FY2021, we experienced a low number of customers served because we withheld over-the-counter self-collection of road taxes and maid permits due to safety concerns over the pandemic. Apart from that, physical counters were closed from June 2021 until August 2021 due to the MCO. We managed this disruption to counter services by instituting a rotational working arrangement to reduce number of employees on site. In regards to our average serving times and fastest serving times, as we experienced an increased number of transactions during FY2021 and longer processing times, we are aware of the need for our customer service counters to be more attentive with the matters brought up by customers. This objective has been notably hindered as customer-facing services still faced a major health risk due to the COVID-19 pandemic. However, we already had in place stipulated SOPs to manage the pandemic which included reduced number of customers entering the premises at one time as well as clear signage to increase customer awareness on our infection prevention measures. Our target is to improve customer satisfaction when it comes to our serving times. This is why we always provide a non-compulsory feedback form at our counters to garner insights on our customer services provision. We endeavour to better measure, maintain and enhance our customer service best practices and targets in the future, as currently we could not measure target achievement in serving times due to our focus being more on resolving a customer’s issue urgently. IMMIGRATION COUNTER ROAD TAX COUNTER Average Monthly Tickets Served Average Serving Time Per Customer Fastest Serving Time Per Customer Average Monthly Tickets Served Average Serving Time Per Customer 912.1 tickets 11:12 minutes 9:19 minutes (August 2021) 307.7 tickets 7:05 minutes 5:02 minutes (March 2021) 1,516 tickets 2021 2020 10:06 minutes 4:59 minutes (February 2020) 705 tickets 7:46 minutes Fastest Serving Time Per Customer 4:35 minutes (November 2020)
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