ENRICHING LIVES EXPANDING HORIZONS - Maxis

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80 Business Review CUSTOMERS FIRST Continued Network Coverage* 2G 2G, 3G/HSPA * population coverage as of 4Q 2011 95% 2G Coverage 81% 3G Coverage Maxis for Business Maxis serves over 600 business customers from the corporate and government segments and 33,000 SMEs. We provide relevant and innovative mobile, fixed, satellite and IP solutions and managed services to meet their current and future business needs. Maxis also introduced three new services in 2011, Cloud Computing, Data Centre, and Managed Machine-to-Machine (M2M), to enrich our overall products and services portfolio and differentiate ourselves from our competitors. We believe in forging long-term partnerships with our business customers. Our goal is to provide significant business value through our innovative communications solutions and to help strengthen our customers’ relationships with their constituents. One of the most outstanding examples of this is the Maxis Integrated Partner in Education (MIPE) programme. This is a partnership platform to provide, not only a suite of integrated communications solutions to customers in the education segment, but also internship and entrepreneurial opportunities to their end customers - the student population. With 15 higher learning institutions signed up, we have enriched campus life for more than 158,000 students nationwide. In the same spirit, Maxis has sponsored communication services in international events hosted in Malaysia such as Formula 1 and world golf tours like Ladies Professional Golf Association (LPGA) and the Malaysia Open organised by our key business customers. This has enabled them to deliver a world-class experience to their end customers via free WiFi and mobile applications to stay upto-date with the latest results, scores and schedules. We have also hosted several nationwide seminars and showcase sessions to share the latest technology updates, solutions and industry trends. There are many other initiatives in the pipeline. A new enterprise mobility solutions portfolio will allow our customers to access key business assets and information on-the-go; advanced capabilities in managed services will help to facilitate management of customers’ complex networks; an alwayson enterprise online store will offer convenient access to our products and services; and an advanced reporting tool will enable customisable billing reports. Widest and Fastest Data Network Maxis has built a world-class highperformance data network, rated by independent agencies as the best broadband network in Malaysia. In 2011 our capex spend was RM1.02 billion on the back of RM1.44 billion invested in 2010 and RM1.24 billion in 2009. Maxis Postpaid Bill Payment Options 1. Over the counter at Maxis centres, Maxis Exclusive Partner outlets, Pos Malaysia, and at selected e-pay outlets 2. Direct Debit through major credit cards and HSBC bank account 3. Online through a Maxis Online Account and via online banking facility of major banks 4. Via SMS with a linked credit card, bank account or Maxis M-Money electronic wallet 5. ATM terminals of major banks and Maxis Payment Kiosks at Maxis centres 6. Pay by phone by calling Maxis and on phone banking facility of major banks 7. Cheque deposit boxes at Maxis centres and HSBC branches 8. Mail in to the nearest Maxis Collections PO Box
MAXIS BERHAD ANNUAL REPORT 2011 81 “I would like to express my appreciation to the Maxis account management team for their excellent customer service. They always attend to our requests and issues promptly. The same applies to the Corporate Customer Service team (BizCare) who always resolved all our after-sales related issues without much effort from our end.” Allen Yap Procurement Analyst, Global Supply Management, American Express We continued to expand and upgrade our network for enhanced customer experience, with 5,146 HSPA sites serving over 81% of the population, augmenting a 2G network covering 95% of the population. We are committed to the future of HSPA and will continue to expand our coverage in 2012. We will roll out an additional 1,800 HSPA+ (21 Mbps) sites nationwide and deploy an additional 2,170 HSPA+ dual-carrier (42 Mbps) sites in all key areas amounting to over 70% of our 3G network. 95% of the traffic in our network today is data, having grown 54% year-on-year. We have been aggressively modernising and upgrading our core, transmission and radio networks to continue to give the best experience to our customers and for LTE readiness. Maxis will roll out its 4G LTE network according to its Detailed Business Plan submitted to SKMM as part of the application for 2.6GHz spectrum in Klang Valley, Penang, Johor Bahru, all state capitals and key secondary towns plus other strategic areas in the next five years with initial services to be launched in mid 2013. We will be providing LTE coverage with seamless fallback to our extensive 3G network. In addition, Maxis has been implementing WiFi technology to complement our mobile network. Combined with the already launched Cloud Computing, Machine-to-Machine and Business Solutions, this will reinforce Maxis’ leadership position as the only integrated network player in Malaysia. 1 July 2011 marked another milestone for Maxis; we signed an agreement with MEASAT5 (IP Star) to significantly extend the capacity of our IP satellite bandwidth. This positions us as the largest provider of data via satellite in Malaysia and is another step towards achieving our integrated telco mission. Maxis has moved to active sharing of its network infrastructure to monetise our assets and to avoid duplication of resources. We are already sharing 54% of our sites with the industry. The recent multi-billion ringgit agreement with U Mobile commits both players to extensive active RAN sharing. This will become fully operational for 3G in 2012 and we expect over 25% of our 3G network to be shared within the first year. In November 2010, Maxis signed an agreement with Telekom Malaysia (TM) to buy wholesale HSBB access. In 2011 this last-mile access was fully integrated into the Maxis core systems and Maxis Home was launched. Currently Maxis has access to one million homes via HSBB and this will grow in tandem with the expansion of TM’s HSBB network coverage. This is complemented by Maxis’ own FTTH access infrastructure which currently covers over 500 condominium developments. Extending Reach and Convenience The ability to effectively reach our customers is of prime importance to our success. Maxis has the most comprehensive retail reach among telecommunications providers in Malaysia with over 21,000 outlets nationwide. Of these retail outlets, 33 are companyowned stores and another 583 are Maxis Exclusive Partners’ and Hotlink Exclusive Dealers’ outlets that have exclusive arrangements with Maxis to offer a broad range of products and services. We have also grown our non-traditional touchpoints, such as ATMs, online banking and self-serve kiosks, to nearly 15,000 to provide wider and more convenient payment options. Hotlink Prepaid Top-up Options 1. Top-Up Tickets widely available at Maxis centres, Hotlink dealers, retail outlets and neighbourhood convenience stores 2. Hot Tickets at authorised Hotlink outlets 3. Easy Top-Up at participating Hotlink dealers 4. Online banking facility of major banks and at www.hotlink.com.my 5. ATM and CDM terminals of major banks and Maxis Payment Kiosks at Maxis centres 6. Credit card, debit card, bank accounts and Maxis-PayPal through Mobile2Top-Up service 7. Maxis postpaid account upon request or billed to on a regular basis 8. Transfer airtime from another Hotlink account by using Share-a-Top-Up 9. SMS banking with Public Bank and Bank Islam 10. M-Money users can use their electronic wallet to top-up 11. e-pay or OnePay terminals at many convenience stores and petrol marts 12. SOS Top-Up can provide RM2 emergency credit when user’s active account falls below 20 sen. The credit will be debited on their next top-up 13. Call-Me-Back service allows inactive account holders to request other Maxis or Hotlink users to call them up to three times a month
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ENRICHING LIVES EXPANDING HORIZONS
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CONTENTS Introduction 2 Our Company
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MAXIS BERHAD ANNUAL REPORT 2011 3 I
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MAXIS BERHAD ANNUAL REPORT 2011 5 C
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MAXIS BERHAD ANNUAL REPORT 2011 7 I
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MAXIS BERHAD ANNUAL REPORT 2011 9 2
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MAXIS BERHAD ANNUAL REPORT 2011 11
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Page 89 and 90: • ALIGNED TO CORPORATE STRATEGY A
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198 Financial Statements STATEMENT
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200 Financial Statements INDEPENDEN
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202 SMALL SHOP, BIG DREAMS In busin
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204 Corporate Governance AUDIT COMM
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212 Corporate Governance STATEMENT
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228 OUT OF TOWN NEVER OUT OF TOUCH
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230 Corporate Governance INTERNAL C
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236 Corporate Governance RISK MANAG
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238 Corporate Governance RISK MANAG
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240 Corporate Governance ETHICAL BU
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242 Analysis of Shareholdings DISTR
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244 Analysis of Shareholdings 30 LA
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246 Analysis of Shareholdings INFOR
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248 Other Information LIST OF PROPE
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250 Other Information DISCLOSURE OF
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280 Other Information MATERIAL CONT
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286 Other Information GLOSSARY 2G S
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288 Other Information GLOSSARY Cont
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290 MAXIS EXCLUSIVE PARTNERS CENTRA
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292 Other Information MAXIS EXCLUSI
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302 Annual General Meeting NOTICE O
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NOTES
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fold here STAMP Maxis Berhad (86757
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fold here STAMP Maxis Berhad (86757
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ENRICHING LIVES EXPANDING HORIZONS - Maxis

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