MATERIALITY MATTERS (cont’d) SUSTAINABILITY STATEMENT Customer Service Personnel Highlights Immigration CUSTOMER SERVICE COUNTER Road Tax 16 3 17 4 16 2022 2021 2020 4 Live Chat HELP DESK Call E-mail 6 10 25 6* 22 8 5 15 2 *Live Chat halted in March 2021 due to expired license. MYEG redeploys our customer service workforce from time to time to support in-demand channels. Upon reviewing the current SOPs and organisational chart in FY2022, we managed to optimise our manpower to manage the high volume of queries received. Phone Call Queries Highlights Average Call Answered Rate ROAD TAX Highest Call Answered Rate 95% 96% 90% 97% 92% 93% Average Call Answered Rate MYSAFETRAVEL Highest Call Answered Rate 95% 98% 90% 96% 87% 87% Average Call Answered Rate IMMIGRATION Highest Call Answered Rate 95% 98% 90% 96% 92% 2022 2021 2020 93% Our target for immigration and road tax phone calls was to maintain FY2020’s and FY2021’s average rate of phone calls answered, which was 90% and above. With the effective staff maneuvering, we increased the average rate of phone calls answered from 90% in FY2021 to 95% in FY2022. 85
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