ANNUAL REPORT 2021 83 SUSTAINABILITY IMMIGRATION ROAD TAX Average Call Answered Rate Highest Call Answered Rate Average Call Answered Rate Highest Call Answered Rate Average Call Answered Rate Highest Call Answered Rate 67% 96% 57% 97% 90% 96% 92% 2021 2020 93% 92% 93% 87% 87% MYSAFETRAVEL The number of staff for our customer service counters and help desk increased in FY2021 as due to the expansion on services offered. We therefore needed to increase our capacity to handle this increased number of queries from this expansion. We maintain sufficient capacity in our customer service workforce, we target to review our manpower arrangement for FY2022, which includes increasing the number of customer service staff again. We aim to achieve this by reviewing the current SOPs and our organisational chart to analyse the areas in which we can raise our customer service personnel capacity. While the COVID-19 pandemic continued to complicate our handling of customer service personnel, we mitigated these complexities by adhering to our Human Resource (“HR”) Policy pertaining to social distancing as well as established stringent support hours, which was reduced from 9am to 7pm, to 9am to 6pm. Phone Call Queries Highlights MATERIALITY MATTERS (CONT’D) *Live Chat halted in March 2021. CUSTOMER SERVICE COUNTER HELP DESK 4 6* 22 17 8 4 5 15 16 2021 2020 2 Immigration Road Tax Live Chat E-mail Call Our immigration sector experienced a low average rate of calls answered since inquiries in this sector took a longer time to be resolved. For phone calls in the road tax sector, most customer service resources were channelled to support JPJ services. However, the number of phone calls spiked during the festive season, as well as following the announcement of road tax renewals being made compulsory by 1 September 2021. At the time of the announcement, there were no other means of renewing road tax due to closed counters. Therefore, the rate of customer transactions was high which caused delays in delivery and subsequently led to a surge in the number of customers calling us. Customer Service Personnel Highlights
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