and govern access to core systems and servers. This is to ensure that access to critical information systems and confidential information is adequately monitored and controlled. Annual disaster recovery tests are carried out at the data centres and ICT security assessments are regularly carried out on systems at the business entities. In addition, various enhancements are implemented to strengthen cyber security for Information Technology and Operational Technology systems. In the event of system failure, various mitigations are in place to minimise disruption to operations. Enterprise Resource Management System (ERMS) Enterprise Human Resources Management System (EHRMS) Supervisory Control and Data Acquisition System (SCADA) TNB Outage Management Systems (TOMS) Billing Customer Relationship Management (BCRM) Employee Self Service (ESS) CREATING VALUE THROUGH STRONG GOVERNANCE Sec 4 191 The Stop Work Intervention guidelinewas established in the year under review to empower employees and contractors to assume responsibility for their safety and the safety of their peers. Any individual is authorised to activate a stop work intervention upon encountering unsafe conditions or observing unsafe acts within the workplace. In addition, the NIOSH Tenaga Safety Leader Passport (NTSLP) certification, which is implemented across the Group for all employees, has been extended and enforced in the fiscal year for contractor supervisors. This aims to address the primary cause of past contractor accidents due to inadequate supervision. NIOSH had acknowledged the strategic partnership of this program, further validating its importance and impact. Customer Experience With attention to customer centricity, a variety of channels, utilising the “Click, Call, Come Over,” platform, is made available to customers. The platform covers a wide range of touch points that enable quality solutions, services and continuous interaction options to enhance customer experience. A systematic approach is in place for timely resolution of feedback