strategies, particularly its proactive communication ahead of seasonal events such as heatwaves and floods, and utilisation of a humanistic and empathetic tone that resonated well with the public. Digitalisation continues to play a pivotal role in the Retail Division’s strategy to enhance customer service. The adoption of the myTNB digital platform saw a notable increase of almost 10%, with subscribers reaching 6.68 million, up from 6.2 million in the previous fiscal year. Besides offering seamless payment options and the ability to manage energy consumption, the myTNB app also offers paperless billing which The diagram below summarises where our subsidiaries’ play in TNB’s ET value chain: has seen encouraging response as over 1 million subscribers have opted for digital billing. The app has been recognised for its value in empoweringcustomers and received the Best Public Utility App Award from PC.com in June 2023. myTNBiz is the digital platform for our business customers that was launched in October 2022 to provide service offerings such as bill viewing and bulk online payment. Specifically for our commercial and industrial customers, this platform is continuously gaining increased traction, with over 10,325 total users and 194,254 connected customer accounts. The year also saw exceptional growth in followership in TNB’s social media platforms experience, registering a 15% increase and achieving a reach of over 205.2 million across all social media platforms. The success in our digital engagement is indicative of the division’s ability to connect with our customers, offering solutions and energy efficiency tips that for the first time, ranked among the top 10 posts of the year. Lastly, TNB’s very own Malaysia Energy Literacy Programme (MELP) was officially launched as a national-level initiative in March 2023. It aims to enhance energy literacy among Malaysians by educating the public on the significance of energy management and conservation. T o further embed energy literacy into the younger generation, TNB,