The Movement Control Order (MCO) is introducing a series of precautionary steps to

curb the country's further outbreak of COVID-19, including closing down all government
and private premises except for those involved in essential services and travel bans on all
foreigners entering Malaysia and on Malaysians leaving.

In my opinion, essential services are a much-needed service in desperate need to help

ease human affairs, reduce harm, hardship or violence, and save the country. This service is
required to continue to operate during the lockdown. Essential workers and frontliners are
recognized as heroes for Malaysian. The service they have provided should be appreciated.

Any premises that provide essential services can be opened provided the number of staff
and patron at the premises is maintained to a minimum. Next, any premises which do not
provide essential services may be opened provided that the owner or occupant of the
premises obtains prior written permission from the Director-General and that the Director-
General can enforce such conditions as he considers necessary. In addition, any premises
involved in the food supply chain or in the drive-through, take-off and distribution of food
and beverages may be allowed subject to any conditions imposed by the Director-General as
he sees fit.

The current Prime Minister, Tan Sri Muhyiddin Yassin, referred to some of the services
that must be given during the order. However, these are not the only government or private
sectors that will be operating during this period. The full list of essential services under the
Regulation 2 are water services, electricity and energy service, telecommunications service,
postal service, tansport by land, water or air, production, refining, storage, supply and
distribution of fuel and lubricants, radio communication including broadcasting and
television, banking and finance service, healthcare and medical service, fire service, prison,
port, dock and airport services and undertakings, including stevedoring, lighterage, cargo
handling, pilotage and storing or bulking of commodities, defence and security, solid waste
management and public cleansing, food supply, retail, wildlife, immigration, customs, hotels
and accommodations and any services or works determined by the Minister as essential or
critical to public health or safety. (Federal Government Gazette, 2020, pp. 5-6)

As we know, essential services are the services and functions that are absolutely
necessary, as well as during a pandemic, they still important. Without these services, it will
undoubtedly result in disease, deprivation, abuse and disorder. As an example, the electricity
services have been one of the most essential services for most of the country in the world. In
Malaysia, the electricity services need to be maintained to make sure that every work and
system can be powered up to make everything is going well and smooth. They are the one
who maintain, ensure, or restore the reliable generation, transmission, and distribution of
electric power, including call centers, utility workers, reliability engineers and fleet
maintenance technicians. If there is no electricity, it will surely bring difficulties such as my
mom cannot cook because she cannot use blender and my father will also do not know who
is Makcik Kiah because he cannot charge up his phone or watch television.

The recovery efforts laid out by services organization in facing this situation depends on
the service itself. Firstly, for healthcare and medical services such as doctor and medical staff
that being called as "frontliner" due to they have to working hard and taking the risk of
getting exposed to COVID-19 on a daily basis of the rest of us. They make a recovery effort
by continuing to provide healthcare services to those who need them most. They also
working together to maintain the services as they are struggling to medicate and handle all
type of patients during pandemic. They sacrifice their daily time to provide support to the
services in order to make sure that the situation is under control. They are working almost
24hours a day also wearing special equipment and many layers of protection to be extra
careful with the disease. The failure of medical services will lead to rapid death. Another
example is from the Department of Health who collaborate with the Fire Department. They
make a recovery effort by performing Public Sanitation Operations in areas that are expected
to be the focus of the public. The main purpose of this sanitary spray is to ensure that all
public places can be sanitized from any kind of germs that can be harmful to the public.

Next services organization is defence and security such as police, Malaysian Armed
Forces and The People's Volunteer Corps. They make a recovery effort by making sure the
people follow the movement control order, making roadblocks and keep the country safe.
Furthermore, the airport area also takes serious concern on handling the issue of virus
spreading. Health check and screening are provided during check-in and check-out of
passenger. The security will also be aware towards any strange behavior and healthiness of
any individual who seems to be sick or unhealthy.
 Malaysia is currently under Movement Control Order which requesting everyone to stay
home to curb COVID-19 spread. I choose telecommunications service which is Digi
Telecommunications Sdn Bhd (Digi). Digi is doing something different after countless
announcements and SMS, to remind the Malaysians to stay home. Customer satisfaction is
very important. Digi focuses on satisfying the customers need. This is to ensure the
customers can stay connected to their loved ones, and that the employees and their families
are kept safe.

PRODUCT: Their core product is internet either prepaid, postpaid or broadband. The first
priority is to maintain high network capacity and efficiency such that connectivity remains
available to all, especially in residential areas, data centres, customer touchpoints and more.
This is to ensure the network is stable from people living and working from home in
anticipation of heavy traffic.

PROMOTION: The joint venture between Digi and Malaysian Communications and
Multimedia Commission (MCMC) have been made to fulfill requests for additional mission
critical networks connectivity support. This involves providing increased network coverage
and capacity at places such as hospitals, police stations, key government offices and access
for medical professionals and other front-line stakeholders to end the COVID-19 crisis. Such
as, offering free 1GB of high-speed data to all Malaysians. Besides that, they also give extra
internets and free calls when users reload. Digi also have changed their label at the signal bar
which is "Digi-Stay Home".

PEOPLE: For convenience of customers Digi Stores will continue to run as normal, as it
is a telco listed as essential services. They have taken preventive steps to keep their
employees safe, such as organizing staff to work from home and postponing major meetings
and corporate events. They also provide the hand sanitizers for all employees and customers
in Digi Stores. Digi ensure all frontline employees always wearing masks throughout the day,
and ensuring employees practice good personal hygiene at all times. Many users know about
the Digi is from company’s websites, word of mouth (WOM), and past customers who
determine their experience either by WOM or social media.

PROCESS: Digi has planned alternative locations for network operations and customer
service teams to assist the customers in case of need. Any procedures that users need to do is
still can be done because their workers still work either online or offline. Digi continues to
provide recommendations on health and safety for all workers to coordinating employee
teams to operate from home when possible, and postponing large meetings and company
events. Since then Digi has stepped up these steps to include sanitization and hygiene at Digi
Stores. For example, Digi did a sanitization of stores throughout the day, with a thorough
cleaning after stores close as a new Standard Operating Procedures (SOP).

PLACE: To keep customers connected during this time, Digi ensure that offline and
online customer service channels continue to be available during this time. Next, MyDigi app
or web service and Digi Online Store are 24/7 digital self-service channels. Their Customer
Care hotline, Live Chat and Social Media platforms continue to be staffed 24/7 and
customers can perform transactions at alternative locations such as convenience stores, mini
marts, hypermarkets, e-wallets, online banking and ATMs, and at Digi Kiosks.

PRICE: Their pricing strategy is like giving a gift or discounts such as Free Internet and
Calls for Digi Prepaid and Digi Prepaid Broadband Users and 1GB Free Daily Internet with
Digi Postpaid and Digi Postpaid Broadband. Digi also ensure that customer’s child will
always be productive by giving a free access to Malaysia’s curriculum resources and give
users enjoy one-month access to UPSR and SPM curriculums on classroom for only RM1.

PHYSICAL EVIDENCE: Digi have their own websites which is smart, convenience of
use and perceived usefulness. Their websites also full of information about the COVID-19
which is the situations right now. They also keep giving tips and motivation through the
websites and their social media. In addition, their infrastructure of the stores also proximity
to the center of town.