Logo Rationale - akpk.org.my report 2018_1.pdf · Agensi Kaunseling dan Pengurusan Kredit (AKPK) was set up by Bank Negara Malaysia in April 2006 as a pre-emptive measure to provide

Logo Rationale

The twin curved strokes represent the consumer and the agency (AKPK). Its combination of a blue stroke (AKPK) and grey stroke (consumer) signifies AKPK’s guidance and

assistance in helping consumers overcome barriers of financial issues and ascend towards better money management.

AKPK Annual Report 2018 | 1

© 2019 Agensi Kaunseling dan Pengurusan Kredit All rights reserved

This report is published by Agensi Kaunseling dan Pengurusan Kredit (AKPK). Great care has been taken to ensure the accuracy of the information in this report. However, AKPK cannot accept responsibility for any error or omission or any liability resulting from the use or misuse of any such information. The views and opinions in this report may be used for information purposes only.

No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, whether electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of AKPK.

For enquiries, please contact:Agensi Kaunseling dan Pengurusan Kredit (AKPK)Level 14, Menara TH Perdana1001 Jalan Sultan Ismail50250 Kuala LumpurTel: 03-2610 5520/525Email: [email protected]


INSIDE THISREPORT

4 Chairman’s Message5 CEO’s Message6 AKPK at a Glance7 Vision, Mission and Objectives8 Corporate Culture9 Organisational Chart10 Board of Directors12 Management Team13 2018 Major Accomplishments2018 Activities in Review:15 Financial Education Financial Education For A Better Tomorrow18 Financial Counselling Putting Smiles On The Faces Of Malaysians21 Debt Management Programme Helping Malaysians Get Back On Their Feet

24 AKPK’s 12-Year Corporate Milestones26 Summary of Figures 27 Developing Internal Capabilities28 Advancing Our Human Capital30 Advancing Our IT Infrastructure32 Advancing Our Brand34 Media Coverage and Promotions36 Exhibitions and Roadshows38 Advancing Our Social Capital41 Advancing Our Employee Relations46 Awards47 Our Branches


Chairman’s Message

“Consumers who have very little understanding of their personal finances and exhibit inappropriate financial behaviour could negatively affect their financial well-being in the long run.”

Message from Chairman

Financial literacy has been the focus of AKPK for more than a decade now―providing Financial Education and Financial Counselling on managing personal finances while helping borrowers restructure their repayments under the Debt Management Programme. As AKPK aspires to become the authority in financial wellness, influencing positive financial behaviour is key to sustain households’ financial well-being. To do this, we need deep understanding of the evolving financial landscape and financial inclusion in the country. In 2018, AKPK conducted its maiden research on the financial behaviour of Malaysian working adults and the level of their financial well-being. In 2019, we plan to further study the reasons behind their financial behaviour. With in-depth research, we can potentially craft solutions that are more effective in enhancing the financial literacy, financial behaviour and financial well-being of Malaysians.

Encik Anuar Mohd HassanChairman Agensi Kaunseling dan Pengurusan Kredit


“With more responsible financial consumers, we are en route to a better tomorrow―progressing economically as a nation.”

Message from Chief Executive Officer

For the past 12 years, AKPK has helped Malaysians through its Financial Education, Financial Counselling and Debt Management Programme. Empowering individuals to get back on track financially is the noble work that we do.

To carry out this mandate, we are continuously developing our internal capabilities. Advancing our human capital is critical and we stress the need for integrity and passion to our employees in order for them to appreciate why we do what we do. We are also advancing our IT infrastructure to facilitate our operations and protect the integrity of our systems while enhancing our operational efficiency and customer experience.

We are reaching out to more people and advancing our brand name through various engagements with the media, agencies, institutions and corporations. As a society oriented agency, we are also advancing our social capital through many CSR engagements while keeping high employee engagement through meaningful employee relations activities.

We are proud to be of assistance to the nation in order to support towards a lifetime of financial comfort for Malaysians. Let us all make prudent financial management a way of life.

Encik Azaddin Ngah TasirChief Executive Officer Agensi Kaunseling dan Pengurusan Kredit

CEO’s Message


Agensi Kaunseling dan Pengurusan Kredit (AKPK) was set up by Bank Negara Malaysia in April 2006 as a pre-emptive measure to provide an avenue for distressed borrowers and new borrowers to seek advice and assistance in personal money management as well as to facilitate debt repayments to minimise incidences of defaults.

In fulfilling its mandate, AKPK provides these three (3) main services:

Training and briefing on the responsible use of money and credit management

skills.

Counselling and advice on financial management.

Rehabilitative programme to assist consumers to

regain financial control.

FINANCIAL EDUCATION

FINANCIALCOUNSELLING

DEBTMANAGEMENTPROGRAMME

AKPK at a Glance


VISION

OBJECTIVESMISSION

We want to create a society that is financially savvy. We want to be recognised as the trusted provider of financial education to adult consumers and continue to promote financial prudence.

Our objectives are two-pronged:

Make Prudent Financial Management A Way Of Life.

More Resilient Household Sound & Robust Financial System

To provide an avenue for individual borrowers and potential borrowers to enhance financial discipline via education, counselling and debt

management programme.

To facilitate debt repayment efforts and minimise incidences of non-payment

arising from poor debt management.


Corporate Culture

Learning

Productivity

Integrity & Sincerity

Nobility

is our Light

is our Might

are our Guide

is our Pride


Organisational Chart

Board of Directors

Nomination & Remuneration

Committee

CorporateServices

DebtManagementProgramme

CorporateCommunications

Channel Management

FinancialEducation

HumanCapital

Compliance and Risk Management

InformationTechnology

Finance

Operations

AuditCommittee

ChiefExecutive

Officer


YBhg. Datuk Fazlur Rahman Ebrahim

Encik Anuar Mohd HassanEncik Abu Hassan Alshari Yahaya

Appointed as AKPK’s Director in 2006. Currently sits on the Board of Pelaburan Hartanah Berhad, Johawaki Holdings Sdn Bhd, Avisena Holdings Sdn Bhd and Dana Amal Jariah. Formerly the Managing Director of Prokhas Sdn Bhd, a company wholly-owned by the Minister of Finance, Incorporated.

Appointed as AKPK’s Director in 2012. Currently the Assistant Governor in charge of Bank Negara Malaysia’s Centralised Shared Services and Integrated Contact Centre (LINK, TELELINK and Complaints Management and Advisory). Also responsible for all the Regional Offices of the Bank. Formally the Secretary to the Board of Directors of Bank Negara Malaysia (2011-2018) and Director of Strategic Communications Department (2002-2011).

Appointed as Chairman of AKPK’s Board of Directors in 2018. Has held several directorships in insurance and takaful companies. Former Director of International Centre for Leadership in Finance (Iclif), Malaysia Oxygen Berhad and Financial Park Labuan (L) Sdn Bhd. Also, formerly the Chairman of Persatuan Insurans Am Malaysia (PIAM), ASEAN Insurance Council (Jakarta), The FAIR Non-Life Reinsurance Pool (Istanbul) and The FAIR Oil & Energy Insurance Syndicate (Bahrain).

Board of Directors


YBhg. Dato’ Mahani Tan Binti Abdullah

Encik Devanesan A/L J.A. Evanson

Puan Fauziah Binti Hisham

Appointed as AKPK’s Director in 2013. Formerly the Director-General of the Public Complaints Bureau in the Prime Minister’s Department, and the Deputy Secretary-General (Consumerism & Management) of the Ministry of Domestic Affairs, Cooperatives and Consumerism.

Appointed as AKPK’s Director in 2017 and currently the Chairman of the Audit Committee. A Chartered Member of the Malaysian Institute of Accountants (MIA) and a Chartered Fellow Member of the Institute of Internal Auditors Malaysia (IIA Malaysia). Formerly the Head of Group Internal Audit and Risk Management, Chief Regulatory Officer and Chief Market Operations Officer with Bursa Malaysia. Also, past-President of the ACCA Advisory Committee, the Governor and past-President of the IIA Malaysia, and the past-Council Member of the MIA.

Appointed as AKPK’s Director in 2017. Currently an Associate member of the Institute of Chartered Secretaries & Administrators (ICSA), United Kingdom. Having 30 years’ experience in the banking industry with three (3) foreign owned financial institutions.


Encik Mohamad Khalil Jamaldin (Head of Corporate Communications Department)Encik Suzaidi Md Shaukat (Head of Finance Department)Encik Mansor Kesot @ Ali (Head of Channel Management Department)Encik Mohd Adnan Anan Abdullah (Head of Compliance and Risk Management Department)Encik Hafazil Mohd Adam (Head of Debt Management Programme Department)Encik Mohd Azmi Mohd Supian (Head of Information Technology Department)Puan Nor Akmar Yaakub (Head of Financial Education Department)Encik Mohd Zuraidi Zakaria (Head of Human Capital Department)

Encik Azman Hasim (General Manager, Corporate Services Division)Encik Azaddin Ngah Tasir (Chief Executive Officer)Puan Nor Fazleen Zakaria (General Manager, Operations Division)

Background (From left to right)

Foreground (From left to right)

Management Team




Financial Education For A Better Tomorrow

For a better tomorrow, Malaysians at all levels need good and timely financial education, especially the younger generation.

From AKPK’s records, more than 50% of our Debt Management Programme clients are below 40 years of age. According to statistics from Malaysian Department of Insolvency, 64,632 Malaysians aged between 18 and 44 years old have been declared bankrupt over the last five (5) years.

There are many other reports indicating financial misbehaviour in youth. A survey in 2015 by Asian Institute of Finance, targeting Gen Y, reported that 70% of them who owned credit cards only paid the minimum monthly payment required while 45% of them did not pay their debts on time at some point.

The unwise use of financial products such as credit cards and personal loans is rampant, where both facilities account for more than 80% of AKPK’s customers who face financial woes. While factors contributing to this are many, 40% of them is due to poor financial planning. This leads to one conclusion―many lack financial education in managing their finances and using financial products.

Financial literacy is a living skill that will accompany an individual throughout life’s financial decisions, from getting a credit card to taking loans for studying, buying a car and a house as well as choosing protection and retirement plans.

AKPK provides financial education programmes, materials and advisory on these matters―money management and proper use of credit―while offering modules that cater for specific financial needs in four (4) stages of life i.e. tertiary, entering the workforce, starting and raising a family as well as retirement.


2018 Activities in Review


Social Enterprise Literacy for Youth, SELFY (Tertiary Students)

Development of Financial Education Module for JAKIM’s Pre-Marriage Course (Adults)

More than just a provider of financial education programmes, AKPK aspires to become the authority in financial wellness. Starting off in this direction, AKPK has conducted its first nationwide survey, AFBeS’18, and its first financial literacy symposium, AFLIT2018, in 2018.

Clients who attended financial counselling and Debt Management Programme were found lacking in financial knowledge. Nearly half admitted to poor financial planning.

AKPK’s financial education services started with financial management awareness programme conducted by the Corporate Communications Department prior to the establishment of the Financial Education Department in 2011. From then to end of December 2018, our financial education has reached over 4.6 million Malaysians as we aim to create a financially savvy society.

Besides reaching out to the masses, AKPK has also worked on getting more focused and targeted outreach. For this purpose, AKPK has collaborated with various stakeholders ranging from NGOs, government agencies, institutions of higher learning to private institutions. The learning programmes were tailor-made to suit the needs of the respective stakeholders.



AKPK Financial Literacy Symposium 2018 (AFLIT2018)

BackgroundThe symposium, held on 15 November 2018, provided an avenue for an intellectual discourse that aimed to add value to financial education policies in elevating financial literacy and promoting prudent financial behaviour.

The symposium was attended by more than 300 participants from both the public and the private sectors, and they included researchers as well as policy makers.

AKPK Financial Behaviour Survey 2018 (AFBeS’18)

This survey looked into the financial behaviour of Malaysian working adults and their level of financial well-being. Understanding financial behaviour in relation to financial literacy is important in refining the initiatives to promote prudent financial management and ultimately ensuring financial well-being. Findings from the survey include:

Financial behaviour influences financial well-being

Having clear financial goals improves financial behaviour

Financial education plays a big role to improve financial behaviour

Malaysian working adults (MWAs) have ‘Reasonable’ financial behaviour level (score of 7.02/10)

The average financial well-being score of MWAs is at 6.21/10, which falls at the low edge of ‘Surviving’ category


Putting Smiles On The Faces Of Malaysians

One of the signs of financial problems in an individual is the lack of communication on money matters with friends and families. The tendency of hiding money problems from your spouse, for example, is enough an indicator that you need financial counselling.

This tendency to conceal a financial crisis can be explained by the fact that many of these financial issues are self-induced due to the lack of either financial discipline or financial knowledge, or both. Human nature dictates that we will subconsciously deny our guilt and ignorance in order to preserve our sense of integrity. Ironically, this behaviour actually breaks it.

By admitting our flaws and seeking a reliable counsel for help is the first step to regaining our life’s integrity. Feeling stigmatised by a financial problem only adds to your problem while overcoming it through proper help puts you in better control of your life.

AKPK offers one-to-one counselling and advice on managing personal finances wisely―from budgeting and money management to credit related issues―helping individuals curb overspending and achieve financial goals.

No matter how complex your financial situation is, and no matter how trivial, getting help through financial counselling will put back the smile on your face, improve your confidence, clear up your mind and empower you to make the right financial decision.


2018 Activities in ReviewSince inception until end of December 2018, 854,246 Malaysians have obtained financial counselling from AKPK on various financial issues from managing loans and credit card debts to improving cash flow, saving and investing. In 2018 alone, 171,077 individuals have been counselled.

Our financial counselling charges NO FEES and provides private one-to-one sessions. Any member of the public can visit the nearest AKPK branch to speak to our counsellors and seek guidance. AKPK has also initiated collaborations with both government and non-government agencies as well as credit providers and companies to offer our services to thousands of their employees and clients (borrowers) at their premises. They include Ministry of Education, Ministry of Health, Polis Diraja Malaysia (PDRM), MATRADE, Malayan Banking Berhad, Telekom Malaysian Berhad, AirAsia and Columbia Asia Hospital.



In addition, AKPK also launched ‘Jom Ke AKPK’ campaign to get more Malaysians to be aware of free financial management advice and assistance at AKPK.

What customers can benefit from our counselling is the understanding of their financial health and getting clear direction on the next steps to improve their finances. Customers can also resolve uncontrollable debts by committing to our Debt Management Programme for debt restructuring.

Debt restructuring is an important financial management solution to avoid bankruptcy. For a holistic financial management assistance, AKPK has participated in ‘Social Synergy’ programme collaborating with Pertubuhan Keselamatan Sosial (PERKESO), Amanah Iktiar Malaysia (AIM), Malaysia Digital Economy Malaysia (MDEC) and GiatMara in 2018. The ‘Social Synergy’ programme aims to assist recipients of PERKESO payouts manage their finances, learn new business skills and obtain business grants to generate a secured income. As at end of December 2018, 87 individuals have enrolled in Debt Management Programme through this ‘Social Synergy’ programme. Therefore at times, solutions are not solely about debt management, but raising or finding other sources of income to help make ends meet.


Launching of Social Synergy Programme

AKPK and PERKESO Memorendum of Understanding (MoU)

AKPK and PERKESO in Inovative and Creative 2018 Competition


Helping Malaysians Get Back On Their Feet

AKPK provides an avenue for distressed borrowers to regain control of their debts by working closely with counsellors in developing a personalised debt repayment plan in consultation with their respective financial service providers.

Here is one success story.

She is a single mother and was unemployed when she came to AKPK. Her husband died from a heart attack in his 40s and left her with three (3) children below the age of 15. Luckily, she was eligible for a pension of RM2,000 per month from her late husband’s social security. However, she was also left with monthly repayment obligations for the home she was living in and a car amounting to RM1,500. The balance of RM500 was obviously not enough for her living expenses with three (3) young children.

She was referred to AKPK by PERKESO on her debt issues. During the counselling session with AKPK, it was ascertained that she needed RM1,300 monthly to cover the living expenses. Based on this budget, AKPK had restructured her home loan and car loan monthly repayments to ease her financial burden.

This is only one of the many cases of financially distressed individuals who had no one to turn to for help. AKPK’s Debt Management Programme has touched thousands of individuals like her and made a difference in their lives.


2018 Activities in Review


As at 31 December 2018, cumulatively 246,041 Malaysians have enrolled in our Debt Management Programme (DMP), from which 44,925 registrations were from 2018 alone. Individuals who applied for the DMP were from varied backgrounds―from low income earners to highly paid executives and business owners. Regardless of their circumstances, they all shared the same problem i.e. they could not pay their regular monthly loan/financing repayments due to insufficient cash flow.

The process of getting into DMP is easy and straightforward. Customers only need to register through the DMP portal to create an account. Respective credit providers will verify and update credit and loan information provided by the customers. The customers will then schedule a meet with AKPK counsellors for assessment, and upon approval, customers will start making repayments according to a restructured repayment plan approved by their respective credit providers until full settlement.

Description

Poor financial planning

High cost of living

Failure/ slowdown in businessLoss of job/ retrenchment/loss of breadwinner

High medical expenses

Others

Total

39.4

28.8

13.4

9.2

7.4

1.8

100.00

%

Reasons given by customers for entering into DMP



In 2018, DMP has helped 3,906 Malaysians fully settle their debts. This involved full settlement of 31,754 credit/loan facilities. Imagine, on average, each of the 3,906 individuals have had about eight (8) loans or credit debts to settle.

The impact of DMP is far-reaching. Besides helping customers settle their debts, our research has shown that DMP has helped cultivate discipline in them to make repayments. Other stakeholders have also benefitted because DMP has helped credit providers recover their loans at a much lower cost than if they were to initiate loan recovery themselves. By getting people out of bankruptcy risk, DMP also helps reduce backlog of bankruptcy cases in courts.

To ensure DMP’s success for customers, it is crucial that they follow the programme until full settlement. To this end, AKPK aims to positively influence customers’ financial behaviour.


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KL (HQ) and JB branches opened

Personal Financial Management (PFM) module developed

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Penang, KT, KK and Kuching branches opened

Melaka, Kuantan and Ipoh branches opened

Alor Setar and KB branches opened

PFM at Workplace introduced (government and private sectors, NGOs etc.)

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AKPKʼs corporate website, e-newsletter and social media launched

First collaboration with VISA to promote financial literacy in the country

Signed Memorandum of Understanding with Amanah Ikhtiar Malaysia (AIM) and Suruhanjaya Koperasi Malaysia

PFM (ʻMoney Senseʼ) now carries 1 credit hour approved by Malaysia Qualifications Agency (MQA)

DMP processing improved to 3 days using Online Debt Management Programme

Public Service Announcement (PSA) videos via television channels started with ʻSahabat Rayaʼ and ʻImpian Dalam Harapanʼ

First survey on the financial behaviour and well-being of Malaysian working adults, AFBeSʼ18, conducted nationwideFirst financial literacy symposium, AFLIT2018, launched by Deputy Prime MinisterOnline learning portal developed with financial education modulesShort PSA videos continued and aired in all major TV channelsParticipated in the Financial Education Network (FEN) by Bank Negara Malaysia to help in the coordination of a national financial education strategy in Malaysia

A harmonised retirement module ʻPersaraan, Bermulanya Perjalanan Baruʼ with KWSPRestructuring of home loans introduced in DMPAppointed as nominee for Voluntary Arrangement (VA) under the Insolvency Act 2017 to rescue potential bankruptsCollaborators Award introduced to honour strategic partners

Fully self-sustainable via DMP Cost Recovery Initiative

First intellectual discourse ʻWill Effective Financial Literacy Ensure Financial Well-Being?ʼ held to explore effective delivery methods for financial education

Restructuring for salary deducted loans introduced in DMP

DMP processing improved to only 1 day using Core Business System (CBS)A focus group using PFM improved business performance of Sahabat of AIM

AKPK Self-Sustainability Agenda (via DMP Cost Recovery Initiative) commenced

POWER! book and financial talks available in BM, English, Mandarin and Tamil

AKPKʼs book, ʻPOWER! Managing Your Debts Effectivelyʼ launched by Bank Negara MalaysiaPOWER! online learning portal launched

Customised PFM for Program Latihan Khidmat Negara traineesFinancial Education programme based on AKPKʼs ʻMoney Senseʼ book

Debt Management Programme (DMP) processing time improved to 5 days


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KL (HQ) and JB branches opened

Personal Financial Management (PFM) module developed

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Penang, KT, KK and Kuching branches opened

Melaka, Kuantan and Ipoh branches opened

Alor Setar and KB branches opened

PFM at Workplace introduced (government and private sectors, NGOs etc.)

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10

AKPKʼs corporate website, e-newsletter and social media launched

First collaboration with VISA to promote financial literacy in the country

Signed Memorandum of Understanding with Amanah Ikhtiar Malaysia (AIM) and Suruhanjaya Koperasi Malaysia

PFM (ʻMoney Senseʼ) now carries 1 credit hour approved by Malaysia Qualifications Agency (MQA)

DMP processing improved to 3 days using Online Debt Management Programme

Public Service Announcement (PSA) videos via television channels started with ʻSahabat Rayaʼ and ʻImpian Dalam Harapanʼ

First survey on the financial behaviour and well-being of Malaysian working adults, AFBeSʼ18, conducted nationwideFirst financial literacy symposium, AFLIT2018, launched by Deputy Prime MinisterOnline learning portal developed with financial education modulesShort PSA videos continued and aired in all major TV channelsParticipated in the Financial Education Network (FEN) by Bank Negara Malaysia to help in the coordination of a national financial education strategy in Malaysia

A harmonised retirement module ʻPersaraan, Bermulanya Perjalanan Baruʼ with KWSPRestructuring of home loans introduced in DMPAppointed as nominee for Voluntary Arrangement (VA) under the Insolvency Act 2017 to rescue potential bankruptsCollaborators Award introduced to honour strategic partners

Fully self-sustainable via DMP Cost Recovery Initiative

First intellectual discourse ʻWill Effective Financial Literacy Ensure Financial Well-Being?ʼ held to explore effective delivery methods for financial education

Restructuring for salary deducted loans introduced in DMP

DMP processing improved to only 1 day using Core Business System (CBS)A focus group using PFM improved business performance of Sahabat of AIM

AKPK Self-Sustainability Agenda (via DMP Cost Recovery Initiative) commenced

POWER! book and financial talks available in BM, English, Mandarin and Tamil

AKPKʼs book, ʻPOWER! Managing Your Debts Effectivelyʼ launched by Bank Negara MalaysiaPOWER! online learning portal launched

Customised PFM for Program Latihan Khidmat Negara traineesFinancial Education programme based on AKPKʼs ʻMoney Senseʼ book

Debt Management Programme (DMP) processing time improved to 5 days

AKPK’s 12-Year Corporate Milestone


Summary of Figures

2018 – Counselling Cases By Type

Impact of AKPK’s Financial Education Programmes (FEP)


Developing Internal Capabilities AKPK has a very noble task. Since its inception in 2006, AKPK has helped hundreds of thousands of Malaysians to redeem their life from personal financial predicaments. It is no easy task, and for that, AKPK can only afford to have staff with high passion in its mission and deep compassion when dealing with its customers.

Apart from human capital, IT infrastructure to support the increasing business demand has also been given high emphasis. Systems improvement for speedier processing time and online applications for a more user-friendly interface have made for a pleasant customer experience throughout the counselling and debt settlement process.

Brand equity is also being continuously enhanced. Outreach activities through the use of media have been increasingly intensified throughout the years to build AKPK’s brand as an authority in financial wellness.


Advancing Our Human CapitalContinuous Staff Development and Corporate Culture Programme

Our employees are passionate in what they do. Thus, it is our responsibility to enhance their professionalism and expand their horizon by offering opportunities for formal qualifications and external exposure. Shouldering AKPK’s noble task in helping Malaysians with their finances, compassion is an important trait―cultivated through the many social engagements we organise.

Importantly, employees with drive and compassion can be developed and retained through the creation and cultivation of AKPK’s Corporate Culture. Formulated in 2014, it is planned to run its course through a four-year roadmap:

Among the key activities conducted to support the corporate culture initiative:

AKPK’s Team Building 2017

Customer Service Training

“Induct and Initiate”

LEPIN 1.0 (2017)LEPIN 2.0 (2018)LEPIN X (2019)

Six Online Learning Modules

Signing of Culture Vows/Oaths

Code of Ethics Training for All Staff



Having strengthened its human capital, AKPK is now looking ahead at branding itself as an Employer of Choice through the following exercises and projects:

Staying true to the employees’ welfare, AKPK is also looking ahead at work-life integration starting with the introduction of daily flexible working hours and work-from-home arrangements.

Heightened Corporate Culture Campaigns

Employee Volunteer Programme/ CSR

Continuous Investment In Our People

Educational/ Employee Assistance Programme

SIRIM Accredited Customer Service Processes

Self-Assessment Tools

Appointment of AKPK Brand Ambassadors

AKPK Customer Service Management Project―Certified by SIRIM

CEO with the graduates and their families

AKPK sponsored staff to study at Open University Malaysia (OUM)


Advancing Our IT InfrastructureIT Infrastructure Development

IT capability development is integral to providing support to AKPK’s workforce and helping in providing solutions to customers in the most effective and valuable ways. In 2018, AKPK has completed a number of important capability upgrades in its IT infrastructure.

On a yearly basis, AKPK’s IT Department (ITD) carries out Vulnerability Assessment and Penetration Testing Exercise to determine the level of security on system environment and infrastructure of AKPK. ITD has also completed an Email Backup and Redundancy Exercise, and has successfully run backup simulation. To add further on the security of web applications, ITD has implemented the Web Application Firewall (WAF) to generally avoid external attacks on external facing systems.

For better processing of DMP, ITD has also enhanced AKPK’s Core Business System, and set up the infrastructure for mobile credit report (CCRIS) printing in all of AKPK’s 11 branches for the convenience of customers nationwide. ITD has also completed the installation of High-Availability (HA) server for the call centre in the effort to increase its reliability and minimise the amount of down-time. The Wireless Internet Access (Wifi) has also been implemented to replace the old setup to allow a more controlled accessibility by staff in all branches.


On the financial education front, ITD has worked closely with the Financial Education Department (FED) in 2018 to build, test and launch the Online Learning Portal for FED’s learning modules. One of FED’s Online Learning Portal officially launched by Minister of Finance is Rumahku―an online financial education module on home loan/financing made pre-requisite when applying for Bank Negara Malaysia’s Fund for Affordable Homes. ITD has also enhanced AKPK’s microsite that houses a library of AKPK’s learning resources in the forms of articles, infographics, videos and podcasts.

For a holistic IT enhancement, a three (3) year IT Strategic Plan focusing on 14 new initiatives has been mapped out to ‘put the house in order’ and create new values for the business―infrastructure, application system and security aspects will be improved.


Advancing Our Brand

Delegates from Bank of Thailand headed by its Governor

Delegates from Timor-Leste

Delegates from Ethopia

AKPK is in a unique position to help borrowers restructure their debt repayment plans with credit providers under the purview of Bank Negara Malaysia. This has attracted many local and foreign visitors all year round wanting to learn our operational model.


International Delegates to AKPK

Delegates from France

Delegates from Nigeria Following a visit from National Bank of the Republic of Macedonia, AKPK’s Money Sense book has been translated into the Macedonian

language by the Bank

Delegates from Papua New Guinea


Media Coverage and Promotions

Radio Interview with Ai fm

AKPK’s Digital Billboard in Bangsar, KL

AKPK’s Billboard at PLUS Highway

AKPK’s Raya Video on Astro

AKPK’s Digital Billboard in Shah Alam

AKPK’s Digital Billboard at Jalan Sultan Ismail

TV Interview with TV3

AKPK in Printed Media


Media Coverage and Promotions

Radio Interview with Minnal fm AKPK in Printed Media

AKPK in Printed Media

TV Interview with TV3 AKPK’s Public Service Announcement (PSA) on TV3


Exhibitions and Roadshows

AKPK @ Minggu Saham Amanah 2018AKPK @ Cha-ching Event with Prudential

My Money & Me Financial Workshop

AKPK @ Ministry Of Finance (MOF), Putrajaya

AKPK @ National Blue Ocean Strategy Event in Bentong, Pahang


Exhibitions and Roadshows

AKPK with VISA for World Savings Day

AKPK @ KPKT’s Event (Ministry of Housing)

AKPK @ PJ Startup FestivalAKPK @ Home Ownership Campaign Expo

AKPK @ PULAPOL KK

AKPK @ Pelancaran Dana Rumah Mampu Milik & Portal Rumahku


Advancing Our Social CapitalNobility is Our Pride. That is one of the pillars of AKPK’s Corporate Culture. In the spirit of nobility, AKPK takes corporate social responsibility seriously.


Corporate Social Responsibility (CSR)

Financial Education Department (FED) Away Day - CSR at Persatuan Pekak Kebangsaan Malaysia at Muzium dan Galeri Seni Bank Negara Malaysia, Kuala Lumpur

Finance Department (FND) Away Day - CSR at Kompleks Pengajian Anak Yatim dan Warga Emas Darul Widad, Linggi, Negeri Sembilan

Human Capital Department (HCD) Away Day - CSR at Rumah Nur Kasih Langkawi, Kedah


Corporate Social Responsibility (CSR)

Information Technology Department (ITD) Away Day with Penang branch - CSR at Shan Children’s Home in Tanjung Tokong, Pulau Pinang

HCD and Compliance and Risk Management Department (CRMD) Away Day - CSR at Rumah Hembusan Kasih, Arau, Perlis

FED Away Day - CSR at Rumah Anak Yatim Sultan Salahuddin Abdul Aziz Shah Al-Haj, Melaka

Advancing Our Employee Relations


AKPK aspires to create a work culture where employees incorporate the play, fun, freedom and wonder in life into their work and working relationships―taking pride in what they do and demonstrating deep passion.


AKPK’s Sports & Recreational Club (SRC) Activities

AKPK’s Futsal Tournament

Bowling Tournament with Financial Institutions

AKPK’s Bowling Tournament

AKPK’s Chinese New Year Celebration



AKPK’s Annual Dinner 2018



AKPK’s Treasure Hunt 2018




Awards

AKPK was awarded Anugerah Sumbangsih 2018 by His Majesty Sultan of Kedah in conjunction with Majlis Pelancaran Perayaan Hari Guru Peringkat Negeri Kedah Darul Aman Tahun 2018 on 28 August 2018. The award, received by the Chief Executive Officer, Encik Azaddin Ngah Tasir, was in recognition of AKPK’s contributions through collaborative efforts with the Ministry of Education nationwide, especially for the state of Kedah.

Our Merdeka video ‘Impian Dalam Harapan’ was announced as a winner under the Public Service Announcement (PSA) in Malaysian Digital Film Awards organised by the Institute of Art and Media Studies Malaysia (SEMESTA) on 5 October 2017, in collaboration with FINAS and Young Filmmakers Forum.

Our Branches



We wish to take this opportunity to thank all our smart partners and collaborators for their invaluable contribution and partnership in enhancing financial literacy of the various segments of the Malaysian public.

Appreciation message to smart partners and collaborators

Any informed borrower is simply less vulnerable to fraud and abuse.

Alan GreenspanFormer Chair of the Federal Reserve of the United States

Agensi Kaunseling dan Pengurusan KreditLevel 14, Menara TH Perdana

1001 Jalan Sultan Ismail50250 Kuala Lumpur

AKPKofficial | www.akpk.org.my | 03-2616 7766

Documents

Logo Rationale - akpk.org.my report 2018_1.pdf · Agensi Kaunseling dan Pengurusan Kredit (AKPK) was set up by Bank Negara Malaysia in April 2006 as a pre-emptive measure to provide