KUALA LUMPUR: PLUS Malaysia Berhad (PLUS) has been recognised as the 2020 Digital Transformer - one of the top awards winners by IDC Malaysia at the 4th IDC Digital Transformation Awards (DX Awards) on Oct 12.
The company is the first highway concessionaire in the country to receive the award that recognises outstanding organisations for being able to successfully implement digital initiatives on meeting new customer requirements, developing new capabilities, ensuring new critical infrastructures and participating in new industry ecosystems.
"Being a champion for this prestigious award means we are working as hard, maybe even harder than our industry peers and it is a recognition of our Digital Transformation efforts.
"We will ensure continuous improvements are being taken along with the process to provide innovative products and give the best experience in customer service while keeping the safety of our customers a priority," explained PLUS chief Technology and Innovation officer Shamsul Izhan Abdul Majid.
PLUS digital transformation project, Toll of Tomorrow: PLUS Towards the Smart Highway, was selected among over 1,300 high-quality entries received from more than 640 end-user organisations across Asia/Pacific.
As the focal point of its digital transformation, PLUS implemented several projects under the Toll of Tomorrow campaign, an initiative which aims to modernise the existing expressway and tolling systems.
Among the projects are:-
• PLUS built its Data Lake which serves as the foundation for advanced analytics and data science to address rising customer expectations. Employees at all levels can utilise data for fast, conclusive decisions and continuous delivery of innovative products and services;
• Other initiatives include the 'PUTRI' chatbot which has reduced workloads of PLUS traffic call centre personnel by enabling road travellers to receive real-time information on traffic, toll fares, reward points, promotions and events; and,
• Finally, the PLUS mobile app delivers better care and services to customers traveling on PLUS highways. The app provides a journey planner to travellers where they can access camera feeds, toll fares information, and live incident notifications along the highway.
"The Digital Transformer award reflects our 101 per cent digital transformation efforts for the organisation. It is one of a catalyst for our future digital transformation plans to establish and strengthen our infrastructure to further improve, further research and produce innovative products and services in the areas of mobility and highway industry across the country," added Shamsul.
PLUS' Toll of Tomorrow had resulted in a 4-point increase in the 2019 Customer Service Index and almost 350,000 total downloads of the PLUS app from the end of 2018 to 2020.
"By adopting new technologies, we're able to connect, reach and communicate to even more customers segments easily and providing our products and services faster than ever before," he said.
Among other winners for Malaysia include the Health Ministry, Affin Bank Berhad, Celcom Axiata Berhad, CIMB Bank Berhad, Credit Guarantee Corporation Malaysia Berhad, GLC/GLIC Disaster Response Network (GDRN) and IOI Corporation Berhad, who all distinguished themselves with notable and measurable success in the execution of their organisation's digital transformation (DX) initiatives across the five DX masteries and significant efforts to transform or disrupt the market.
The seven award categories in IDC DX Awards are Digital Transformer, Digital Disruptor, DX Leader, Information Visionary, Operating Model Master, Omni-Experience Innovator, Talent Accelerator, DX CEO and DX Gamechanger.
