OUR VA LUE CREAT I ON S TRAT EGY www.malaysiaairports.com.my 41 STAKEHOLDER ENGAGEMENT Tenants S5 Standard consulting procedure Engagements, briefings, one-one communication Communication plans and projections Areas of Interest Our Response Link to Material Matters Airport operator Practised standard contracting procedure. Provided rebates on rental for premises at the airports. Continued the new rental model for retail tenants as part of an ongoing effort to retain and attract business partners. Customer satisfaction Enhanced the Commercial Reset strategy. Implemented a cashless payment ecosystem for increased customer convenience. Enhanced #shopMYairports, an e-commerce platform that enhances passengers’ retail experiences, allows the non-travelling public to purchase duty absorbed goods and supports the recovery of airport retail tenants. Departing international passengers can pre-purchase and pick up their duty-free goods at the airport through this platform as well. M4 M2 M3 M5 M10 M16 Vendors and Service Providers S6 Tenders and request for proposals Briefing on processes and updates on projects Areas of Interest Our Response Link to Material Matters Procurement process Conducted regular review and adhered to procurement policies, procedures, and guidelines. Implemented e-Procure and automated procurement process to improve efficiency and digitalisation. Briefed vendors on procurement anti-bribery and anti-corruption measures as part of Vendor Integrity programme. Prompt payments Implemented the Vendor Management System to keep track of procurements and payments. M3 M5 M10 M6
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