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ENRICHING tHE FUtURE ENRICHING NAtIoNAL PRoGRESS ENRICHING StAKEHoLDER VALUE ENRICHING SUStAINABLE IMPACt

SOCIAL AND RELAtIONSHIP CAPItAL (CONtINuED)

Enhancing Customer Service
Inisiatif Cahaya Berembang
We continuously strive to enhance overall customer
satisfaction, refusing to settle for the status quo. We are
pleased to have received a total of 1,507 compliments, The Inisiatif Cahaya Berembang, held on 23 February
although we acknowledge the 797 recorded complaints 2023, in Kampung Sungai Panjang, Sabak Bernam,
received during the year. Notably, all complaints received stands as a significant achievement for KWAP.
were resolved within 8.6 working days, achieving a The CSR initiative witnessed the participation of 58
100% score under the SLA. Total complaints for the volunteers who were involved in a variety of activities,
year decreased by 27% compared to the previous year. including repainting the jetty, planting 150 mangrove
Additionally, our call centre was able to answer 97% of trees along the river and landscaping with 400 plants
total call interactions, a commendable improvement by around the Firefly Conservation Centre. Additionally,
our customer service team, as compared to 84% the year volunteers had the opportunity to engage with
before.
selected pensioners, providing them with information
We have recently introduced new features, including an about KWAP’s functions, pension-related matters, and
Interactive Voice Response (IVR) self-service system and promoting the MyPesara mobile application, KWAP’s
a customer satisfaction survey via the call centre. The IVR social media platforms and upcoming pensioners’
system expedites responses to common queries, reducing engagement events.
the need for callers to speak with a customer service
representative. This enables our officers to allocate more KWAP remains committed to sustaining these efforts.
time to handling complex cases. Additionally, the customer Our objectives include expanding the firefly population
satisfaction survey allows callers to rate their experience through additional tree planting initiatives, fostering
based on the service provided by the customer service socioeconomic progress within the village community,
officer, providing valuable feedback to continuously improve establishing the region as a premier tourism destination
our service. We are actively exploring opportunities for in Malaysia, and ultimately increasing our contributions
greater personalisation, omnichannel integration and more to environmental preservation in the future.
technological adoption to further elevate our customer
journey in the digital age.
Inspirasi Maya: Digital Untuk Semua
CORPORAtE SOCIAL RESPONSIBILItY
INItIAtIVES
The Inspirasi Maya: Digital Untuk Semua was held on
27 February 2023 at Dewan Orang Ramai Chengkau,
Rembau, Negeri Sembilan. This CSR initiative has
positively impacted 100 school-going children. KWAP’s
KWAP fervently pursues its mission by actively engaging contribution of 100 refurbished laptops and desktops
and empowering communities, particularly pensioners were presented by our Chief Executive Officer, Datuk
and their derivatives, through a range of corporate Hajah Nik Amlizan Mohamed, accompanied by our
events, community engagements, sustainability efforts, Chief Digital Officer, Encik Maz Mirza Aminurashid.
and corporate social responsibility (CSR) initiatives. By
addressing societal challenges and striving to create a 13 KWAP volunteers actively participated in the
positive long-term impact across social, economic, and initiative, which also included visits to three pensioner
environmental fronts, KWAP endeavours to advance the homes in the Rembau area as part of the Menyantuni
collective well-being of the stakeholders and progress of
our nation. Pesara Programme. These engagements fostered
direct interaction with our stakeholders, offering
valuable insights and demonstrating our commitment
to community outreach.

80 KUMPULAN WANG PERSARAAN (DIPERBADANKAN) i INtEGRAtED REPoRt 2023