TelkomGroup is committed to not only being internally oriented to the company but also ensuring customer satisfaction. We realize that the main key to achieving success in this industry is to make customers the main priority.

Various programs are designed to support the best customer experience starting from preventive and proactive program efforts, after-sales guarantees, customer service, and customer channels as needed that can be accessed 24/7.

Through these various steps, our Net Promoter Score (NPS) value continues to increase with the achievement in 2023 reaching 56 compared to the end of 2022 at 55.

Telkom continues to strengthen its commitment to creating the best service experience for customers. Telkom has implemented proactive, preventive and predictive steps aimed at reducing disruption incidents and speeding up the problem handling process through the use of Big Data, Artificial Intelligence and Robotic Process Automation (RPA).

Internet speed is an important factor in increasing customer satisfaction. In 2023, Telkom's average internet speed will reach 33.38 Mbps on Telkom servers. Efforts to maintain network stability and speed continue to be made to ensure optimal user experience.

Telkom adopted Net Promoter Score (NPS) as a metric to get an accurate picture of customer satisfaction which is then used as a basis for continuous improvement in improving customer experience. In 2023, TelkomGroup's NPS shows a positive value in various segments with a score of 56. There is an increase in the score compared to the end of 2022 with a score of 55. This reflects customer satisfaction which continues to increase thanks to service improvement efforts carried out by Telkom.

To accommodate customer needs, Telkom provides complaint channels that are available 24/7 through various platforms such as applications, social media, email and call centers. In addition, customer satisfaction surveys are conducted periodically to collect useful feedback to maintain and improve service quality.

TelkomGroup believes that sustainable human resource management is a long-term investment that will ultimately provide many benefits for the company, one of which is the Digital Talent Readiness program which develops employee digital capabilities as a strategic step to support company practices.

We also always provide equal work rights and opportunities to all employees regardless of differences in religion, ethnicity, race, social status, skin color, gender or other physical conditions. Also, every year we show increasing equality in leadership.

Telkom also issued a Respectful Workplace (RWP) policy as a commitment to provide a workplace that is harmonious, respectful, and protects human dignity, free from discrimination, violence and harassment.

Apart from that, we also provide several facilities such as child care facilities, namely Telkom Daycare and a lactation room, which are useful for supporting calm work for employees of productive age.

In 2023, Telkom Daycare will become the first daycare facility in Indonesia to be awarded the highest rating of Taman Asuh Ceria Anak (TARA) certification by the Ministry of Women's Empowerment and Child Protection of the Republic of Indonesia (KemenPPPA RI).

Telkom provides flexible working arrangements, or what is called Flexible Working Arrangement/FWA, which consists of Working from Anywhere (WFA), Working from Office (WFO), and Hybrid (WFO-WFA). A slightly different term is Working from Anywhere (WFA), which is the implementation of an employee's way of working that is approved by the superior, which consists of the employee's residence or other location within a 50 km radius from the main office in the work location area. The success of FWA is supported by the availability of the HC Super Apps information system which can be monitored directly by superiors to monitor work productivity and employee discipline.

Telkom believes that sustainable human resource management is a long-term investment that will bring many benefits to the Company. Telkom, through the Digital Talent Readiness program, has developed employee digital capabilities as a strategic step to support the Company's sustainability practices. In Q2 2024, Telkom has developed 4,092 digital talents.

Telkom continues to strive to increase employee capacity and capability, this is shown by distributing education and training costs in 2023 amounting to IDR 186 billion to 5,580 with total training hours of 1,019,700.80 hours in a year and the average training hours per employee recorded amounting to 65.16 hours.

In addition, Telkom has a scholarship program for employees to continue their education to master's and/or doctoral level through the Great People Scholarship Program (GPSP). In 2023, a total of 98 Telkom employees will continue their education abroad.

Apart from providing training and education for internal employees, Telkom has the Digistar Class program as an effort to form and develop external digital talent in the future so they are ready to enter the world of work, as well as closing the gap between the number of digital talents and industry needs. Through this program, Telkom incubates young talents who have big ambitions and extensive knowledge such as self-growth abilities, leadership and technical experience while introducing the work environment at Telkom through the Class Program, Community Program, Internship Program, Connect Program and Story Kanal. In 2023, the number of Digistar Class participants who register as prospective Telkom employees will be 92 people out of 500 participants.

Telkom is committed to providing equal employment rights and opportunities to all employees regardless of differences in religion, ethnicity, race, social status, skin color, gender or other physical conditions.

Telkom has issued a Respectful Workplace (RWP) policy to provide a harmonious work environment, mutual respect, and protect human dignity from discrimination, violence and harassment.

Apart from that, Telkom provides daycare facilities and lactation rooms to support the empowerment of female employees in increasing productivity. In 2023, Telkom Daycare will become the first daycare facility in Indonesia to receive the highest rating of Taman Asuh Ceria Anak (TARA) certification from the Ministry of Women's Empowerment and Child Protection of the Republic of Indonesia (Kemen PPPA RI).

Telkom has implemented various programs that provide positive value for society and the environment and to support the achievement of the Sustainable Development Goals (TPB), including through the Digital Learning Lab program, Telkom DigiUp, Conservation Education, Empowerment of Disabled Groups, Empowerment of MSEs, Supporting the Realization of Sustainable Cities, and Strengthening Governance Systems and IT Support.

Telkom developed the Digital Learning Lab program to provide internet and computer access to schools in 3T (Frontier, Outermost, Disadvantaged) areas. In 2023, Telkom will distribute device, network, application (DNA) equipment to 435 schools in the 3T area. Through the Telkom DigiUp program, Telkom supports young talents by providing national/international certification in the field of digital competency to 1,000 participants in 2023. In addition, Telkom has launched a Conservation Education program to support education and behavior change related to natural resource management. Telkom also supports the Empowerment of Disabled Groups program by providing assistance to 540 disabled people in 20 locations in the form of educational facilities, skills training and assistive devices.

Telkom also contributes to the development and empowerment of Micro and Small Enterprises (UMK) through access to capital, access to competence and access to commerce programs. In 2023, Telkom has distributed funds to MSEs in 7 sectors (industry, trade, agriculture, livestock, plantations, fisheries and services) amounting to IDR 20 billion through collaboration with BRI. Telkom has conducted training for 906 MSEs and provided access for MSEs to participate in national and international exhibitions. This encouraged the achievement of MSE Class Up by 11.76% with 11,180 MSEs being assisted.