CR Report 2009

transforming POTENTIAL into REALITY
Tomorrow is made today. The coming years are dependent on what and how we do
things at present. We believe in creating positive and sustainable social impact in the
community we operate.
In line with your Company’s ongoing Corporate Responsibility (“CR”) program, we are
focused in building the nation’s future by fostering and improving education opportunities
to deserving children. In the not so distant future, these children will represent Future
Innovators of the nation.
Our CR practice focuses on four areas; community, workplace, environment and
marketplace, establishing our commitment in embracing CR holistically within the
organization. In the spirit of 1Malaysia, we help transform potential into tomorrow’s reality!
HeiTech’s corporate responsibility:
Environmental Policy
and Performance
Equitable Work-Life Balance
Green Technology
Young & Educational
Development
Human Capital Development
Social Development
and Philantrophy
Customer Satisfaction
Conducive and Safe
Working Environment
Internal
Communication
Global Best Practices
Our Commitment
in WORKPLACE
Our Commitment
in ENVIRONMENT
Our Commitment
in COMMUNITY:
Caring the communities
Our Commitment
in MARKETPLACE
our continuing commitment
Corporate Responsibility (“CR”) is not just a catch phrase but forms an integral part of our business culture.
Whilst we strive for business excellence, we have not abdicated our duty to be a socially responsible corporate
citizen. We pride ourselves in embedding good CR practices in all our endeavors. We believe CR, when
consistently applied in our business processes and work related activities, will contribute significantly not just
towards our economic prosperity but the growth of the community.
As CR is a continuous process, we pledge to renew and strengthen our commitment to be a responsible
and accountable organisation. To this end, we had established our first CR manual, with defined framework,
objectives and guidelines for CR practices.
As a more holistic CR approach is paramount to the success of any CR initiative, our CR practices focused on
four areas i.e. the community, workplace, environment and marketplace;
1. Community – to assist communities;
2. Workplace – to recognize employees as company’s valuable asset;
3. Environment – to protect environment; and
4. Marketplace – to practice good corporate governance
Our Commitment in COMMUNITY: Caring the communities
We believe in making a positive and sustainable impact in the communities we operate. Our operations
strengthen economic growth through expansion of product and services, employment and the creation of
knowledge workers. Through initiatives such as Sponsorships, Charitable Contributions, Disaster Relief efforts,
we believe that we played a significant part in enhancing the living standards of the community.
Since the establishment of HeiTech’s CR Manual, we have focused our Community Programs on two areas:A. Young & Educational Development;
B. Social Development & Philanthropy
HeiTech’s
corporate responsibility
1.Young & Educational Development
The nation can only face future challenges by fostering and improving education opportunities to
deserving students.
The Empowerment of Young Generation Programme:
In 2008, your Company challenged the employees to participate in an “Adopt a School” program, specifically
catered for schools that were located in impoverished areas. We met our objective of enhancing academic
performance by providing accessibility to the internet, and provision of IT and self-learning tools.
In 2009, we focused again on students from underprivileged households. We set out to enhance academic
performance, specifically for those in Year 6 and those gearing-up for their UPSR exams. We took on a broader
approach and invested on educational softwares, educational seminars, tutorial classes, sports programs and
pushed for individual excellence by awarding scholarships. There was a marked increase in the number of
students that achieved top scores in their UPSR exam. The success of this program has spurred the interest and
participation of hundreds of students and we remain committed to support such initiative and provide a platform
for future generation of Malaysians who have the intellect and keenness to pursue academic excellence.
Other educational programs under The Empowerment of Young Generation Programme
• Installation of EES Software in selected schools
• Secondary programs under Pekan Resource Center; Extra tutorial classes, ICT classes, Motivational & Academic seminars, etc.
• Contribution to Pusat Pengajian Islam Kampung Awah in the form of funds and building facility to enhance Youth Character building.
Building and Developing Educational Center: Pekan Resource Center
Pekan Resource Center (“PRC”) is the principal resource center launched and introduced in the town of Pekan,
Pahang. In line with its tagline, “Creating Future Innovators”, the resource center acts as a one-stop-centre for
knowledge sharing and creative innovations.
As one of the main sponsors and facilitator of PRC, your Company leveraged on our in-house innovative solution
and technical expertise to build a state-of- the-art network facility, equipped with desktop management system.
We also installed our newly launched RFID Tracking solution into their library system enabling management
and tracking of all books and publications.
Other sponsors and collaborators that contributed in the development of PRC are; UMNO Pekan, Malaysian
Communication and Multimedia Commission, MPH Malaysia, Pearson Malaysia and Bebar Makmur.
Knowledge Sharing with Future Generations: Educational Visits
Industrial Visit is an on-going initiative of your Company in offering students, mostly from colleges and
universities, to gain insight and nurture interest in the field of ICT. Every year, selected colleges / universities are
given the opportunity to conduct industrial visits to HeiTech and its world-class IT facilities.
In year 2009, participants were briefed on several of our breakthrough solutions, ranging from; Software
development, ICT Architecture & Infrastructure solution and RFID technology. It is our fervent hope that these
visits will ignite the interest and fuel the passion of the next generation of IT Specialists.
Fun in Learning English Camp
Your Company, along with Chenor’s cluster primary schools, successfully promoted and organised an English
Camp for the benefit of more than 150 pupils from thirteen (13) schools around Chenor, as well as, children of
HeiTech employees. The camp was held from 12 to 14 March 2010, at Sekolah Kebangsaan Kertau, Chenor,
Maran, Pahang. The camp provided a constructive environment for children to improve their command of the
English language through a combination of methods and fun filled activities.
Themed “We are 1”; the program stressed on the importance of friendship and teamwork, the critical component
in achieving the 1Malaysia aspiration . Participants were armed with knowledge and tools to help prepare them
for the upcoming UPSR finals in 2010. The program was divided into 6 modules that addressed key areas, such
as - speaking, listening and writing. The camp also saw the children undertake various tasks, which included
reading, story-telling, speaking skills through vocabulary enrichment, group work, treasure hunt and essay
writing.
Scholarship for Selected Excellent Students
Your Company embarked on the scholarship program in 2008 aiming for students in the rural areas who had
excelled in the Ujian Penilaian Sekolah Rendah (“UPSR”) examination. Two students were selected for this
program; Nooraniza Abu from Pekan, Pahang and Norain Syakila Ahmad Jamal from Chenor, Pahang. As the
adopted students of HeiTech, they were given the opportunity to benefit from HeiTech’s education scholarship
which will help them to fund their school fees, provide allowances, books and other things that relate to their
education purposes. Your Company consistently monitors their academic performance. Our long term vision is to
nurture our adopted students to be future leaders equipped with necessary knowledge and skills.
HeiTech’s
corporate responsibility
2. Social Development And Philantrophy
Your Company’s strategic community investment focuses on enhancing health conditions, alleviating poverty,
promoting social progress and increasing social growth.
a. Blood Donation Drive
Since 2001, your Company has been a strong advocate of saving lives through voluntary Blood Donation
initiatives. Your Company, on annual basis, holds an open day where employees and tenants of HeiTech Village
can donate blood. This initiative amplified the need for all Malaysians to fulfil their social obligation and support
National Blood Centre.
b. Sponsorship and Charitable contributions
Philanthropy remains an important aspect in our CSR effort. Nevertheless, all requests are evaluated and
scrutinized to meet stringent criteria, such as: builds goodwill for the company, offers value proposition across
all segments of society, embraces our corporate value and most importantly, its in-line with Government and
regulatory policies. Our beneficiaries range from schools, universities, NGOs, orphanage and others.
For year 2009, our social investment totalled up to RM200,000.00. The beneficiaries were:• Persatuan Kebajikan Anak-Anak Yatim Islam Wilayah Persekutuan
• Universiti Malaysia Pahang • Sekolah Menengah Kebangsaan Temerloh
• PIBG SK Pekan Jaya
• Persatuan Kebajikan Teratak Shifa
• Yayasan Insan & Ilmu
• Yayasan Tun Ismail
• Yayasan Sultanah Bahiyah
• Persatuan Remisier Bumiputera Malaysia
• Persatuan Kebajikan Islam Hasil Dalam Negeri Kuala Lumpur
• Tabung Kebajikan Pelajar Miskin
Our Commitment in WORKPLACE
Our employees are our valuable asset. In striving to be the “Employer of Choice”, we endeavour to build a
constructive work culture by offering employees a combination of compelling propositions, from - human capital
development, safe working environment, equitable work-life balance, open door communication and performance
based remuneration structure.
1. Human Capital Development
We welcome people with diversified skills, experiences, and approaches that can be infused into our business,
in order to promulgate a creative environment. Each employee’s potential is primed to develop their competitive
prowess. Regardless of gender, age, race or position, the employees are appraised equitably, through a
structured measurement of Key Result Area (“KRA”) and Key Performance Indicator (“KPI”). With the appraisal,
employees are given an opportunity to progress and plan their career development.
Employees are empowered by engaging them in selective training courses that equip them for leadership roles
and business acumen. As an ICT company, our skilled people are our greatest asset and we take pride in
ensuring that they are technically competent in meeting the ICT industry’s requirement. We also take great effort
to ensure that our Technical and Operations Engineers are equipped with up-to-date knowledge and expertise
by encouraging them to pursue proper certification to complement their skills. The certifications are achieved
through world-class organizations such as CISCO, Microsoft, and IBM. Below is the list of certifications that our
employees achieved as at 31 December 2009
Certification
Total number of staff certified
as at 31 December 2009
Certified Data Center Specialist (CDCS)
9
Certified Ethical Hacker and Countermeasures (CEHv5)
8
Certified Penetration Testing Specialist (CPTS)
1
CISCO Certified Design Associate (CCDA)
1
CISCO Certified Network Professional (CCNP)
4
CISCO Certified Security Professional (CCSP)
1
IBM DB2 Certified Database Admin (Linux, Unix & Win)
1
IBM DB2 Certified Database Administrator (Lotus Notes Domino 6/65)
2
Information Security Management Systems (ISMS) – Foundation
14
Information Security Management Systems (ISMS) – Implementation
11
Information Security Management Systems Auditor/Lead Auditor (ISMS)
8
ITIL IT Services Management Essentials 73
ITIL Practitioner: Integrating People & Tools with Processes
1
Microsoft Certifed System Engineer (MCSE)
5
Project Management Professional
9
HeiTech’s
corporate responsibility
2. Conducive and Safe Working Environment
It is important that our employees work in a conducive and safe environment. The formulation and enforcement of
HeiTech’s established Occupational Health and Safety (OHS) Policy ensures all employees are aware of their role and
responsibilities and it is strictly adhered to in work environment. Our OHS complies with The Occupational Safety
and Health Act 1994 (OSHA 1994) and the Occupational Safety and Health (Safety and Health Committee – SHC)
Regulations 1996. Your Company continously provides training and awareness to employees on occupational health
and safety related matters ; hazard identification, fire drill, fire fighting and first aid.
In addition, employees are kept informed on healthcare management through health talks and circulars. During the
H1N1 pandemic, information was posted on the websites while circulars were sent to alert the employees on the
spread of the virus, and provided tips on preventive care and guidelines on home quarantine of staff that have been
infected by H1N1.
3. Equitable Work-Life Balance
In an ideal situation, employees seek out jobs that provide an element of flexibility, creativity and growth. Equitable
work-life balance is a crucial consideration for your Company as we believe happy employees result in optimum
productivity, improved morale and reduction in turnover and absenteeism. We support flexibility within structured
confines. Employees can choose between two set of working hours, 8.30 am – 5.30 pm or 9.00 am – 6.00 pm.
Depending on their job scope, responsibilities and KPI, employees may opt for working hours that best suit their needs. In addition, we also offer financial support to employees (in terms of loans and allowances) and extended time-off (for
sabbaticals, maternity/paternity leave, unpaid leave, study leave and replacement leave) to promote personal growth.
4. Communication with employees
We believe that engaging employees at every level of the business is essential to achieving its business objectives.
Active engagement results in clarity of corporate direction and goal, employee involvement in shaping the strategic
business direction of the company and increase employee loyalty & productivity.
Various communication channels such as; Corporate/Business Updates, Employee Survey, Appraisal & Career
development plan, Employee Retention plan, Award-Recognition program and Two-way communication tools were
used to communicate a clear line of company goals. Below are some pprograms that HeiTech implemented to
enhance communication with employees:• Corporate Kick-Off session
• Internal satisfaction survey
• Yearly competency assessment
• Retention programs – festivity celebrations, outings, Family day, Annual dinner, Sports Day, etc.
• Award-recognition programs – Chairman’s Award and Long Service Award
• Brainstorming sessions
• Internal communication – email newsletter and websites
Our Commitment in ENVIRONMENT
Your Company is focused on safely and reliably helping to meet growing ICT demands to improve the quality of
life for all Malaysians, while working to reduce the impact on the environment and enhancing our contribution to
the communities we operate in.
As an ICT company, we make use of our innovative solutions and technology to optimize the computing
environment in our business operations. Similarly, we take a serious view in improving our environmental policy
and performance to tackle problems that are associated to climate change and biodiversity.
1. Improving environmental policy and performance
Monitoring waste and energy consumption can greatly improve our environmental performance. Your Company
promotes the importance of reduce, re-use and recycle. We monitor overall usage of water, electricity,
air-conditioning, paper usage and printing and set targets for all staff to adhere to.
Since the implementation of these monitoring indices in November 2009, your Company has managed to reduce
print quantity through the introduction of a Multi Function Device (Print,Fax,Photocopy, and Scan). The MFD
machines are shared amongst several departments and usage is monitored and publicized through a centralized
database. Compared to usage of printing toner in 2008, the usage of printing toner has been significantly
reduced by 30%. As a result, the initiative not only yields savings, but also deters employees from unnecassary
use of paper thus resulting in reduction of waste and energy consumption within the company. In the future, the
company strives to achieve 50% cost savings and to reduce paper usage by 30%.
2. Protecting environment through “Green Technology”
Your Company made a bold move by being the first locally managed data centre to adopt energy conservation
operation in April 2010. In a move towards supporting the government’s aspiration of promoting green technology
and combating global warming, HeiTech’s deployment of energy saving device at its data centre guaranteed it
a minimal of 5% savings in energy bills per annum. But this is anticipated to increase up to 18% as this energy
conservation is gradually adopted throughout the company operations.
HeiTech’s
corporate responsibility
tanggungjawab korporat HeiTech
Our Commitment in MARKETPLACE
Delivering innovative solutions to our customers and public has always been your Company’s main concern.
Our research program support continous improvement and exploration of emerging technologies. In 2009, we
continued to demonstrate our commitment in addressing this through various initiatives such as being key opinion
leader in the ICT industry, practising good customer services management and adopting global best practices.
1. Being key opinion leader in ICT Industry
• Business Continuity Management Conference
As a reputable and responsible ICT Solutions provider, your Company is mindful of its role in Nation building and keeping abreast of technological breakthroughs. HeiTech Managed Services Group and Disaster Recovery Institute Malaysia, a representative office of DRI International, U.S.A. (DRII) organized a conference to build awareness and educate the private/ public sectors on the significance and importance of Business Continuity Management (BCM) in Malaysia.
A first for Malaysia, this conference saw sixteen speakers and experts from across the globe, share and present their professional experiences on BCM, on increasing awareness and the urgency to understand and implement strategic platforms on business resilience and continuity amidst global uncertainties. Besides delivery of topics such as “Trends in BCP Compensation and Certification in Asia,” by renowned speaker and President of BCM USA, Mr Cheyene Haase, HeiTech Managed Services Group Director, En Abdullah Ahmad,
delivered participants with an insight on the successful implementation of BCM in its operations.
• Strategic Alliance Partnership with CyberSecurity Malaysia 2009 & 2010
As a participant and advocator of this strategic alliance, we practiced secure computing practices across the company – from management to end users. This company-wide initiative addressed the widest possible audience, teaching and motivating employees on how to go about doing it with minimal impact on cost.
• ComputerWorld Security Forum – “Enterprise Secured-2009”.
Your Company secured a position as a panel speaker and judge to address “Enterprise Security Today”. This invitation underlined HeiTech’s vast knowledge and expertise in information security setup at the network, application, data and system levels. Discussions centred on the relative effectiveness of enforcement within organization’s Information Security policies and IT governance, and how this had impacted their
overall performance.
• HeiTech ICT Security Forum – Bridging The Security Gap 2009
Your Company further solidified its position as an ICT security leader when it organized an ICT security forum in 2009, entitled “Bridging The Security Gap”. The company created a common platform to bring intellects from the public sectors together so it may propagate and educate them on safeguarding their assets.
Security enabled threats had become a matter of great concern and severely effecting organization’s bottom line. This knowledge sharing security forum allowed our customers to evaluate their current security system and educated them on options to safeguard themselves against security threats.
• HARI KESEDARAN KESELAMATAN ICT MOT 2009
In line with Ministry of Transport’s long term objective to educate and enhance ICT Security awareness and IT Security issues amongst its employees, Your Company again took center stage as a subject matter expert. Your Company spoke on enterprise security and the importance of hiring the right skilled employees to manage ICT Security issues within the organization.
2. Practising good customer services management Towards meeting customer satisfaction
Your Company strives to over deliver and meet demands of customers. We offer 24/7/365 maintenance and
support services through:• Customer Care Center (helpdesk)
With a team of competent and dedicated Customer Care personnel, we are set to benchmark our service support performance beyond the expected service levels in managing customers’ experience in dealing with problem management. Operating 24 x 7 x 365, our Customer Care personnel provide prompt and practical solutions in helping our customers manage their daily operations and tasks.
Services offered: • Problem Management
> Problem Logging & Prioritization
> Problem Assignment, Diagnosis and Escalation
> Problem Resolution
• Service Level Management & Reporting
• Customer Relationship Management
• Customer Satisfaction Survey
• Network operations centre trained engineers (NOC) at
seventeen (17) regional offices nationwide
Your Company uses its technology and world class network
facilities to meet growing demands and service level agreements.
Our Promise: >Customer HQ : 99.9% service availability (“SLA”)
>Customer Branches : 99.7% SLA for Peninsula Malaysia;
99.5% for Sabah and Sarawak
>Nodes Availability : 99.8%
>Rebate Compensation : 10% rebate per connection
3. Adopting global best practices
Your Company knows that information security is crucial to the customers’ business and profitability. As such
we relentless in ensuring our ICT integrity by building a world-class facility. Apart from technical knowledge and
expertise, we also adopt best practice in the delivery of our services.
• The best practices that we currently adopt are :
- Informational Technology Infrastructure Library (“ITIL”)
- ISO/IEC 27001 : 2005 Information Security Management System (“ISMS”)
- ISO 9001 :2001 Quality Management System
- Capability Maturity Model Integration (“CMMI”) Level 3
- Project Management Professional
In April 2010, your Company acquired the ISO/IEC20000-1:2005 (IT Service Management) standard for Data
Management Centre. The ISO/IEC 20000-1:2005 is the first worldwide standard specifically aimed at IT Service
Management. It described an integrated set of management processes for the effective delivery of services to
the business and its customers. Your Company adopts a proactive process improvement stance to ensure its
existing and potential customers obtain optimum deliverables based on globally accepted benchmarks and
best practices.
HeiTech’s
corporate responsibility
Our investment in Corporate Responsibility 2009
ECONOMIC
Units
Total
Taxes to Government
RM
5,050,000.00
Personnel costs
RM
52,192,000.00
HUMAN RESOURCES
Total no. of employee
833
Sex
Position
Male
Female
Non-managers
Managers
60.70%
39.30%
70.44%
29.56%
Women in Management
9.85%
Age
Women in Top Management
0.57%
Technical Competencies
>50
6.23%
40-49
<30
22.99%
26.61%
Nontechnical
Technical
65.91%
34.08%
30-39
44.17%
Service in
the Company
>15 years
16.87%
<1 year
13.82%
6-15 years
41.79%
1-5 years
27.52%
Resignation
Units
Turnover Rate
%
Technical
Headcount
129
Non-technical
Headcount
35
19.23
EMPLOYEE BENEFITS
Units
Total
RM
RM
5,252,452.00
4,160,519.00
Benefits paid under defined benefits retirement plan
RM
9,000.00
Benefits paid under the company’s employee protection insurance policies
RM
1,055,223.00
Units
Total
Contribution to EPF
•Employer
•Employee
STAFF DEVELOPMENT
Employee participation in training:
Classroom
e-Learning
Manhours/staff
Manhours/staff
Training expenditure over total human resources cost
%
Average training budget / employee
RM
Total hours of training per employee
hours
Total Training Expenditure 2009
RM
2,710,236.00
Training Claimable from Human Resource Development Fund for 2009
RM
354,694.45
26.74
16.18
6.92
3,803.72
42.97
COMMUNITY
Units
Total
Young and educational development
RM
194,500.00
Social development and philanthropy
RM
19,000.00