CSM States Current Performance & Ranking May 2009

Contents CSM States Performance Ranking Overall Performance for DEL: Service Fulfillment Service Assurance Overall Performance for Broadband: Streamyx Technical Complaint Handling Overall Performance for Billing Complaint: DEL Broadband Overall Performance of Service Fulfillment DQ Overall Performance of Service Fulfillment IPVPN Overall Performance of Service Assurance DQ & IPVPN CRC Reports Appendix

CSM States Performance & Ranking for MAY ’09 Note: a) Starting May ’09, Service Fulfillment and Assurance target has been revised as below: 1. Service Fulfillment Broadband – 60% within 3 Calendar Days 2. Service Assurance DEL – 95% within 24 hours 3. Service Assurance Broadband – 60% within 24 hours b) Calculation Ranking Result = SF DEL + SF BB + SA DEL + SA BB + Tech Comp Streamyx + BC DEL c) BB billing complaint was not included in the ranking result, as it will be done by HQ. d) With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling.

CSM States Performance & Ranking for Apr & May ‘09

Overall Performance YTD ‘09: 42.51% Source of data: PAMSERVER Overall Performance for Service Fulfillment DEL Without Exclusion Target : 50% < 48 hours Overall Performance YTD ‘09: 42.51% Below Target TOP 3 YTD ‘09 SERVICE FULFILLMENT: 1) MELAKA –54.50% 2) SARAWAK – 52.91% 3) KUALA LUMPUR – 48.33% BOTTOM 3 YTD ‘09 SERVICE FULFILLMENT: KELANTAN – 26.09% TERENGGANU – 35.97% 3) SABAH – 37.48% Source of data: PAMSERVER

Overall Performance MAY ‘09: 44.93% Source of data: PAMSERVER May ‘09 Performance for Service Fulfillment DEL Without Exclusion Target : 50% < 48 hours Overall Performance MAY ‘09: 44.93% Below Target TOP 3 MAY ’09 SERVICE FULFILLMENT: 1) SARAWAK – 61.98% 2) MELAKA – 59.25% 3) N SEMBILAN – 54.28% BOTTOM 3 MAY ’09 SERVICE FULFILLMENT: 1) KELANTAN – 33.99% 2) SABAH – 35.17% 3) PENANG – 38.53% Source of data: PAMSERVER

Overall Performance YTD ‘09: 92.23% Source of data: PAMSERVER Overall Performance for Service Assurance DEL Without Exclusion (..till job done (create) Target : 95% < 24 hours Overall Performance YTD ‘09: 92.23% Above Target TOP 3 YTD ‘09 SERVICE ASSURANCE: 1) N SEMBILAN – 98. 39% 2) SARAWAK – 97.21% 3) KEDAH/PERLIS – 96.84% BOTTOM 3 YTD ‘09 SERVICE ASSURANCE: KELANTAN – 69.40% TERENGGANU – 84.46% PENANG – 87.10% Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours Source of data: PAMSERVER

Overall Performance MAY ‘09: 93.89% Source of data: PAMSERVER May ‘09 Performance for Service Assurance DEL Without Exclusion (..till job done (create) Target : 95% < 24 hours Overall Performance MAY ‘09: 93.89% Above Target TOP 3 MAY ’09 SERVICE ASSURANCE: 1) N SEMBILAN – 99.60% 2) MELAKA – 98.82% 3) KEDAH/PERLIS – 98.65% BOTTOM 3 MAY ’09 SERVICE ASSURANCE: 1) KELANTAN – 73.16% 2) TERENGGANU – 79.55% 3) PENANG – 86.78% Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours Source of data: PAMSERVER

Overall Performance YTD ‘09: 79.93% Source of data: PAMSERVER Overall Performance for Service Fulfillment Broadband Without Exclusion Target : 60% < 72 hours Overall Performance YTD ‘09: 79.93% Above Target TOP 3 YTD ‘09 SERVICE FULFILLMENT: 1) PENANG – 85.57% 2) PERAK – 81.57% 3) MELAKA – 81.42% BOTTOM 3 YTD ‘09 SERVICE FULFILLMENT: PAHANG – 73.30% NEGERI SEMBILAN – 73.59% 3) JOHOR – 77.75% Note: Starting May ’09, Service Fulfillment BB target has been revised to 60% within 72 hours Source of data: PAMSERVER

Overall Performance MAY ‘09: 82.02% Source of data: PAMSERVER May ‘09 Performance for Service Fulfillment Broadband Without Exclusion Target : 60% < 72 hours Overall Performance MAY ‘09: 82.02% Above Target TOP 3 MAY ’09 SERVICE FULFILLMENT: 1) PENANG – 91.14% 2) SELANGOR – 86.04% 3) KEDAH/PERLIS – 82.90% BOTTOM 3 MAY ’09 SERVICE FULFILLMENT: 1) PAHANG – 69.24% 2) N SEMBILAN – 70.78% 3) KELANTAN – 75.93% Note: Starting May ’09, Service Fulfillment BB target has been revised to 60% within 72 hours Source of data: PAMSERVER

Overall Performance YTD ‘09: 57.96% Source of data: PAMSERVER Overall Performance for Service Assurance Broadband Without Exclusion Target : 60% < 24 hours Overall Performance YTD ‘09: 57.96% Below Target TOP 3 YTD ‘09 SERVICE ASSURANCE: 1) PENANG – 76.41% 2) JOHOR – 72.46% 3) MSC – 67.75% BOTTOM 3 YTD ‘09 SERVICE ASSURANCE: TERENGGANU – 33.85% N SEMBILAN – 36.42% MELAKA – 42.15% Note: Starting May ’09, Service Assurance BB target has been revised to 60% within 24 hours Source of data: PAMSERVER

Overall Performance MAY ‘09: 56.77% Source of data: PAMSERVER May ‘09 Performance for Service Assurance Broadband Without Exclusion Target : 60% < 24 hours Overall Performance MAY ‘09: 56.77% Below Target TOP 3 MAY ’09 SERVICE ASSURANCE: 1) PENANG – 74.93% 2) JOHOR – 68.73% 3) SABAH – 67.81% BOTTOM 3 MAY ’09 SERVICE ASSURANCE: 1) TERENGGANU – 24.26% 2) PERAK – 31.72% 3) N SEMBILAN – 31.87% Note: Starting May ’09, Service Assurance BB target has been revised to 60% within 24 hours Source of data: PAMSERVER

Overall Performance YTD ‘09: 82.00% Overall Performance for Technical Complaint Handling Streamyx Target : 90% < 4 Days Overall Performance YTD ‘09: 82.00% Below Target TOP 3 YTD ‘09 SERVICE ASSURANCE: 1) MSC – 96.00% 2) JOHOR – 95.00% 3) PERAK – 95.00% BOTTOM 3 YTD ‘09 SERVICE ASSURANCE: KELANTAN – 29.00% KEDAH/PERLIS – 63.00% TERENGGANU – 64.00% Note: With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling. Source of data: iCARE

Overall Performance MAY ‘09: 82.00% May ‘09 Performance for Technical Complaint handling Streamyx Target : 90% < 4 Days Overall Performance MAY ‘09: 82.00% Below Target TOP 3 MAY ’09 SERVICE ASSURANCE: 1) PERAK – 97.00% 2) SARAWAK – 97.00% 3) MSC – 96.00% BOTTOM 3 MAY ’09 SERVICE ASSURANCE: 1) KELANTAN – 39.00% 2) KEDAH/PERLIS – 52.00% 3) PENANG – 57.00% Note: With the implementation of PIP 2.0 WS 4.3 Strengthening Execution Capacity - Streamyx Restoration Phase 1 Rollout in KL, CSSO KL should not receive any SR related to Streamyx Tech. Complaint. Therefore, CSSO KL is not measured for Streamyx Technical Complaint Handling. Source of data: iCARE

Overall Performance for Complaint Resolution for DEL Billing Complaint Target : 90% < 15th Business Days Overall Performance YTD ‘09: 96.06% Above Target TOP 3 YTD ’09 BILLING COMPLAINT: 1) PERAK – 99.47% 2) JOHOR – 98.24% 3) PAHANG – 98.98% BOTTOM 3 YTD ’09 BILLING COMPLAINT: 1) SARAWAK – 89.05% 2) SABAH – 90.35% 3) TERENGGANU – 90.95% Source of data: SMART

Apr ‘09 Performance for Complaint Resolution DEL Billing Complaint – 15th Business Days Target : 75% < 15th Business Days Overall Performance APR ‘09: 95.95% Above Target TOP 3 APR ‘09 BILLING COMPLAINT: KEDAH/PERLIS – 100% PERAK – 100% JOHOR – 99.79% BOTTOM 3 APR ‘09 BILLING COMPLAINT : 1) SARAWAK – 76.39% 2) SABAH – 88.74% 3) KELANTAN – 93.32% Source of data: SMART

Overall Performance for Complaint Resolution Broadband Billing Complaint – 15th Business Days Target : 90% < 15th Business Days Overall Performance YTD ‘09: 94.10% Above Target TOP 3 YTD ’09 BILLING COMPLAINT: 1) KELANTAN – 97.19% 2) KEDAH/PERLIS – 96.13% 3) PENANG – 95.43% BOTTOM 3 YTD ’09 BILLING COMPLAINT: 1) MSC – 85.00% 2) TERENGGANU – 90.84% 3) MELAKA – 91.17% Source of data: iCoMS & iCARE

May ‘09 Performance for Complaint Resolution Broadband Billing Complaint – 15th Business Days Target : 90% < 15th Business Days Overall Performance APR ‘09: 96.71% Above Target TOP 3 APR ‘09 BILLING COMPLAINT: KELANTAN – 100.00% KEDAH/PERLIS – 99.08% SARAWAK – 98.75% BOTTOM 3 APR ‘09 BILLING COMPLAINT : 1) MSC – 83.33% 2) MELAKA – 87.32% 3) TERENGGANU – 91.67% Source of data: iCoMS & iCARE

Overall Performance for Service Fulfillment DQ Without Exclusion Target : 90% within RFS Overall performance: 99.33% Above Target No Update for Apr & May '09 Source of data: SFCO, CSO

Overall Performance for Service Fulfillment IPVPN Without Exclusion Target : 40% within RFS Overall performance: 47.67% Above Target No Update for Apr & May '09 Source of data: SFCO, CSO

Overall Performance for Service Assurance - per State May ‘09 Source of data: CSOC

Overall Performance YTD ‘09: 64.28% Overall Performance for Service Assurance DQ Without Exclusion Target : 50% < 4 hours Overall Performance YTD ‘09: 64.28% Above Target Source of data: RNOC

Overall Performance for Service Assurance IPVPN Without Exclusion Target : 60% < 4 hours Overall Performance YTD ‘09: 64.50% Above Target Source of data: CSOC

COINS/IPVPN = -94% (Below target) Overall Performance for Repeated fault for : DQ & IPVPN Target : Reduced by 20% Mar’09 performance for: DQ = 23% (Above target) COINS/IPVPN = -94% (Below target) No Update for Apr & May '09 Source of data: RNOC

Summary – CRC Performance (Overall)

MONTHLY PPR ACCOUNTS MONTHLY PPR ACCOUNTS BY STATES- YTD 2009

SAVED PPR MONTHLY PPR DISTRIBUTION STATUS STATE MONTHLY ACHIEVEMENT Target : 30% May 09 Achievement: 9.22% below target * Variance = ( Achievement – Target) / Target

SAVED PPR MAY 2009 PPR DISTRIBUTION BY STATES

PPR COLLECTION YTD MAY 2009 - DETAIL PPR COLLECTION BY STATE Target : 30% YTD May 09 Achievement: 35.39% Notes: YTD May 09 Coll Performance = Collection Amt YTD Dec08-May09 / Current O/S YTD Dec08-May09

Appendix

DEL Fulfillment Overall Performance (Without Exclusion) Target Fulfillment DEL: 50% < 48hours Overall CSO for: MAY = 44.93% YTD MAY = 42.51% (Below Target)

DEL Fulfillment Without Exclusion < 48 Hours Performance by CSM States Top 3 States: Sarawak – 61.98% Melaka – 59.25% N Sembilan – 54.28% Bottom 3 States: Kelantan – 33.99% Sabah – 35.17% Penang – 38.53%

Reason Code for DEL Fulfillment >48 Hours DEL Fulfillment Without Exclusion > 48 Hours Due Reason Reason Code for DEL Fulfillment >48 Hours Note: Highest contributor due to TM –68.21% (Kedah/Perlis) , Customer –57.41% (Selangor) and No Reason – 56.25% (Kelantan)

DEL Assurance Overall Performance (Without Exclusion) (TR create until job done) Target Assurance DEL: 95% <24hours Overall CSO for: MAY = 93.89% (Above Target) Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

DEL Assurance Without Exclusion <24 Hours Performance by CSM States (TR create until job done) Top 3 States: N SEMBILAN – 99.60% MELAKA – 98.82% KEDAH/PERLIS – 98.65% Bottom 3 States: KELANTAN – 73.16% TERENGGANU – 79.55% PENANG – 86.78% Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

DEL Assurance Without Exclusion > 24 Hours Reason Code Note: Highest contributor due to Customer – 50.15% (Johor) , 3rd party – 83.13% (Pahang) and TM – 47.86% (Selangor) Note: Starting May ’09, Service Assurance DEL target has been revised to 95% within 24 hours

Thank You