STRATEGIC PERFORMANCE REVIEW Digitalisation will be a critical driver in allowing us to achieve our targets under the LEAP25 growth strategy and emerge as a leader in Malaysia’s digital banking landscape. To that end, throughout 2021, we continued to invest in developing new digital products and services, forged strategic collaborations with digital innovators and re-oriented our work culture to embrace digitalisation at every level. At the heart of digital strategy is our aim of delivering a seamless and hyper-personalised customer experience across all of our physical and digital assets. 2021 was a year of major accomplishments for us in these areas as we accelerate a bank-wide transformation of the way that we work and deliver our services. The banking landscape continued to evolve rapidly during the year, as the ongoing pandemic continued to see customers shift to online banking and e-commerce as they embraced contactless options. The investments made in our digital services and infrastructure over the last two years left us well-positioned to capitalise on this shift. Throughout 2021, we saw strong growth in user numbers and transactions across all our key digital platforms, with more than 90% of transactions being conducted through electronic channels by the end of 2021. Our Internet Banking users recorded a more than 20% rise to 1.5 million users, during the year, with the total number of Internet Banking transactions rising by 50%. Even more encouraging was the growth in numbers for our GO by Bank Islam mobile banking app. The number of active users for the app surged by 79% to reach 849,000 and the total number of transactions almost tripled to reach 47 million, which far exceeded our goal of 21 million transactions for the year. The growth in the number of users and transactions was driven not only by the changing consumer behaviour caused by the pandemic but also by the roll-out of new features on the platform to meet customers' rapidly changing needs. GO by Bank Islam is central to our digital growth strategy and as we move forward, we will accelerate the rollout of additional features and functionality to position it as a super app. STRATEGIC PILLARS 6: DIGITALISATION BANK I SLAM MALAYS IA BERHAD 70
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