Page 66 - XL Axiata Integrated Anual Report 2020 ENG

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2020 Integrated Annual Report
MANAGEMENT DISCUSSION & ANALYSIS
In response to the challenges, the Information Digital and Technology Directorate continued to evolve and improve its organization. The Directorate aligned with the latest data delivery model and strengthen data security and privacy so that
the overall digital transformation journey could continue without compromising the Company’s data responsibility.
Digitalization was performed in two aspects.
For external customers, who primarily prefer digital touchpoints at this time, the Company has provided ease of access, from data purchase, promotions, and customer service. Meanwhile, internally, the Company believes that expedited digitalization will have positive impacts in terms of work efficiency and readiness to embrace the automation in the future.
To increase overall business efficiency and effectiveness, the Company adopted SAP as its cloud-based Enterprise Resource Planning (ERP) solution. The ERP system supports governance, decision making, and making operational activities more seamless.
In terms of data security, the Company adheres to the best practices of the Axiata group and international standards, such as issued by National Institute of Standards and Technology (NIST) and International Organization for Standardization (ISO) 27001. Improvement in data governance, data privacy, and security technology as well as digitalization ensure that the IT directorate is able to support the Company in delivering the best services to customers.
PERFORMANCE SUMMARY
On IT digitalization for customers, the Company modernized its digital touchpoints in 2020 such as MyXL, Axisnet, SiDompul, both the user interface and user experience (UI/UX) to give customers
a better experience. The Company also migrated the touchpoints to cloud app for higher reliability and scalability. As the result, MyXL app received positive response from the customers, as evident from 1.7 million of monthly active users (MAUs) within just two weeks after launch. Under Axis, the Axisnet platform has also recorded 20% users of its total subscribers.
On system digitalization for efficient business process amid COVID-19, the Company was able to quickly adapt and to prepare the suitable systems and infrastructure hence employees can
resume work from home. The Company even
saw an increase in productivity. Today, system digitalization has been applied organization wide – finance, sales and distribution, contracting, customer service, administrative activities such as electronic invoice, and digital signature.
To realize operational excellence, in 2020 the Company became the first telecommunications company in Southeast Asia to adopt the SAP
S/4 HANA Cloud. This initiative was part of the Company’s strategy to be the industry’s pioneer and a leader of end-to-end digital transformation. SAP S/4 HANA Cloud has given the Company’s various advantages, such as simpler and more efficient
IT infrastructure, as a single source of financial or operational data, and as a strategic decision-making tool with financial dashboard that provides real-time information – enabling the Company to be more agile in responding to the market. The cloud-based service also ensures that the Company adheres
to the International Financial Reporting Standards (IFRS) 16 and significantly bolsters data and analytics maturity by providing Data Governance, Cloud Strategy, dan Advanced Analytic Use Case.
Responding to system security and data privacy concerns, the Company has continued to increase its proactive and reactive cyber protection capability to detect and swiftly recover from threats. In 2020, the Company was also able
to enhance data privacy maturity, especially customers’ data through two measures. First is the Identity Management (IDM) that supports single-sign on for subscribers who need to access their subscribed services and, second, consent management that ensures data protection.
OUTLOOK
The Company will continue to enhance its digital touchpoints and be a distinct service provider amid the rapid growth of digital apps. The Company will strengthen its digital architecture, delivering high performance and reliable infrastructure as well as incorporating personalized approach using data analytics.
Finally, the Company will focus on developing product personalization and persuasive services for customers and employees. Business process automation will also be continued to significantly increase productivity and support operational excellence. The Company will increasingly rely on big data, analytics, and artificial intelligence to realize its strategies.
PT. XL AXIATA TBK TRANSFORM FASTER TO EMERGE STRONGER – GIVING BACK TO THE NATION