AwanBiru Technology Berhad - Annual Report 2021

Underpinning Malaysia Digital Economy Blueprint FY2021 also witnessed the appointment of Awantec and our partner Google Cloud as Managed Service Providers (“ MSP ”) and Cloud Service Providers (“ CSP ”) respectively by the Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) to work hand-in-hand with Malaysian government in realising national digital transformation initiatives. To support the national agenda, we pooled our in-depth understanding of government’s needs as well as Google Cloud’s cloud capabilities, which are translated into cloud adoption strategies, change management components and cloud management platform to supplement our offer of seamless and integrated cloud experience. With the tagline of ‘Bersama Menjayakan Aspirasi Pengkomputeran Awan Kerajaan’, our partner and us will continue to work together with the government as well as other key stakeholders as the appointed CSP and MSP to uplift and solidify Malaysia’s position as a cloud service hub across ASEAN region via the execution of Cloud First Policy. This is in line with Malaysia Digital Economy Blueprint (“ MyDIGITAL ”) which aims to accelerate Malaysia's progress as a technologically-advanced economy via trusted, secure and ethical digital environment as a foundation for national transformation. Giving the Best to our Customers Within our sustainability strategy, customer satisfaction remains material to us as our customers are key drivers of our sustainable recurring revenues. This is true to our Shared Values of Customer as our Focus and our Sustainability Goals of High Level of Customer Satisfaction. Throughout the financial year under review, we have continued to improve our customer journey by providing better engagement platforms, refining digital purchasing experiences and improving turnaround time in delivering support to our customers. These efforts were then measured via our annual Customer Satisfaction Survey, which was conducted towards the end of the FY2021. The survey has indicated a significant increase in the number of customers satisfied with our overall services from 89% in FY2020 to an all-time high of 90% for the financial year under review. We have also opted to use the instrument of Net Promoter Score ( “NPS ”) to measure our performance. Through the survey, we inquired our customers on how likely they are to recommend Awantec’s products and services to their organisations and peers, with a rating range of 0 (not at all likely) all the way to 10 (extremely likely). Depending on the response, our customer will fall under one of these three (3) categories: Awantec and Google Cloud rallied in the 1 st Government Cloud Rendezvous to lay down propositions of cloud-based business transformation with the reassurance of unrivalled data security, and tailored cloud adoption strategy in getting Malaysia to advance as a nation Customers who scored 7-8 which is interpreted as satisfied but not enough to be considered promoters Passives Customers who scored 6-0 which is interpreted as unhappy and unlikely to use our products and services again. Detractors Principle 2: Stakeholder Engagement and Disclosure Promoters Customers who scored 9-10 which is interpreted as loyal Awantec evangelists Awantec | Sustainability 58 Annual Report 2021