Using Technology to Drive Customer Satisfaction

At APSEZ, we prioritise customer relationships and satisfaction through sustained investments in cutting-edge technologies. Besides enhancing consumer experience, these investments are designed to integrate a forward-thinking approach into our services. They lend a strong competitive and market-leading edge to the company in terms of customer service. They also enable us to reduce operational costs, augmenting productivity and efficiency, while effectively helping us steer our sustainability goals.

FY 2024-25 update

Technology

Superior Information Access

Our IT system provided the following information – Cargo status report: SMS-based VCN status: Vessel declaration and auto PPA: auto alerts on compliance: vessel closure and NOC: weather reports on SMS

Auto-Steering for RTG

We installed a laser-based feedback system that minimised the zig-zag movement of RTGs. The stack profiling system analysed the height of the stack and prevented collision with RTGs through automatic immobilisation, enhancing safety and equipment efficiency

Remotely-Operated Robotic e-RTG

We employed cranes in our ports, and these could be operated remotely, enhancing our technology capability

Dredger Technology Modification

When maintenance dredgers became critical, we converted a CSD to WID without external fabrication, saving crores of rupees in capital expenditure

Container Position Detection System

We modified existing e-RTGs to account for 50,000 possibilities of a container in our yard and relayed to the TOS, avoiding delays and errors

Relevance

Complex cargo management

We developed expertise in handling special cargo, ranging from metro rail bogies to helicopters, cranes and wind turbines, among other applications

Berthing capacity

We developed a robust capability to address futuristics vessels – especially large – at the design stage, thereby future-proofing our ports

Neem oil urea coating facility

We developed a facility to handle 35,00 MT of coated urea per day, capable of filling 11 rakes of 52 wagons each, in line with the national priority for the fertiliser sector

Anti-lift mechanism for twin 20-ft container

We introduced a photo sensor in the management of RTGs, equipped to lift two 20 feet containers in one go, enhancing judgement calls and safety

Innovative and Ground-Breaking Technology

First floating Ro-Ro terminal

We launched India’s first Ro-Ro terminal that could be operated 24*7, even with a sea level variation as high as 6 metres

Scale

Largest dredging capability

We developed the largest dredging capacity, by size, in India (equivalent to 80 times the Vatican City)

Environment-Friendliness

Berthing aid system

We created a laser sensor system to provide graphical information using customised software (developed at a quarter of the prevailing cost), to provide information (berthing velocity, distance and approach angle) and maintain low berthing velocity (less than 0.1m/s) to avoid collision

Automatic hydrocarbon gas detectors

We created a laser sensor system to provide graphical information using customised software (developed at a quarter of the prevailing cost), to provide information (berthing velocity, distance and appWe designed a system to detect the number of gaseous hydrocarbons in the ambient air, integrated with the SCADA system to provide real-time information and raise automatic alarms when necessary

Zero vessel waste dump

We completely (100%) treated and recycled solid and liquid waste generated by incoming vessels

Customer Value Proposition Model

We have developed a robust customer-centric model rooted in our deep understanding of the evolving customer needs. We use world-class infrastructure, cutting-edge technology, and service excellence to not just meet but exceed customer expectations. This gives us a distinctive leadership edge in the competitive market and aids our growth trajectory.

Diverse Customer Base

Serving wide range of customer categories, such as exporters, importers, shipping lines, refineries, etc.

Value Proposition

Providing extensive portfolio of services, including handling, storage, transportation, and value-added services like customs clearance, warehousing, and container repair

Differentiated, end-to-end Solutions

Offering efficient end-to-end logistics solutions by capitalising on our vertically integrated business model and strategic coastal locations, enabling faster transit times and lower transportation costs.

The model is designed to drive our sustained, long-term growth and give us a strong competitive advantage.

Nurturing Long-Term Customer Relationships

Our efforts to build long-term relationships with our customers are steered by our commitment to delivering reliable, efficient and cost-effective logistics solutions. We use advanced technologies, such as APMS, SAP, Data lake and Realtime dashboards, and web-based mobile applications, to provide real-time visibility into the cargo value chain, and help in precise tracking of port-based vessels and cargo. Our ‘smart port’ initiative boosts service delivery via IoT devices and data analytics, ensuring seamless customer experience and convenience.

Survey Topics and Key Findings

The following questionnaire was sent to customers as part of the survey.

Customer Satisfaction Survey Results

Focus on Cybersecurity

To ensure the protection of our systems and data against potential cyber threats during the adoption of advanced technologies and digital process, we have integrated cybersecurity with digitisation. This helps in protecting the integrity and confidentiality, of our critical infrastructure, besides enabling its seamless availability for delivery of secure logistics solutions.

Cybersecurity Governance Framework

Our Cybersecurity Policy (https://www.adaniports.com/investors/corporate-governance) is crafted to help us effectively address and manage the complexities of cyber risks. This ensures the protection of our IT and business operations against cyber threats.

We are continually investing in strengthening our cybersecurity framework, and minimising our risk exposure through a structured governance framework, encompassing robust monitoring mechanisms and stringent reviews. This underlines our commitment to maintaining the highest standards of digital security and operational excellence in the face of evolving cyber threats.

Cybersecurity Governance Framework at APSEZ

Board-level Information Technology & Data Security (IT & DS) Committee

• Comprises Independent Directors - As of March 31, 2025, the Committee was chaired by P.S. Jayakumar and comprises 3 distinguished Independent Directors
• Responsible for overseeing and protecting the company’s information technology usage, and supervising the implementation of cybersecurity matters at Board level
• Mandated with reviewing the policies, plans and programmes related to enterprise cybersecurity, privacy and data protection risks associated with the company and its IT infrastructure
• Details of the committee’s charter are available on our

Chief Digital Officer (CDO)

• Reports directly to CEO and is supported by a dedicated team collaborating across the Adani Group, ensuring a unified approach to cybersecurity governance and management
• Responsible for operational oversight of IT, digitalisation, and cybersecurity

Head Cyber Security

• Responsible for ensuring compliance of the Cybersecurity & Privacy Policy

Responsibilities of the Information Technology & Data Security Committee

The Information Technology & Data Security (IT & DS) Committee plays a vital role in overseeing and enhancing our cybersecurity framework. Its responsibilities include:

• Reviewing the implementation of cutting-edge IT solutions across the organisation to automate key functions and processes
• Ensuring the protection of critical data through regular oversight of IT and cybersecurity teams' actions
• Developing forward-looking strategies to manage cyber risk exposure
• Conducting annual reviews of the cybersecurity breach response and crisis management plans.
• Evaluating cyber risks associated with third-party and outsourced IT services
• Annually reviewing the sufficiency of the Group's cyber insurance coverage

Cyber Risk Management Strategy

At APSEZ, we recognise the threat faced to organisational integrity and operational continuity by the various cybersecurity risks in the fast evolving digital landscape. Our Risk Management Committee plays a vital role in mitigation of these risks through continuous monitoring and review of the company’s risk management strategies. The committee is focussed on identifying, assessing (both qualitatively and quantitatively), analysing, and effectively managing current and anticipated cybersecurity risks.

The cyber risk assessment framework at APSEZ is intricately aligned with the Information Security Management System (ISO 27001) standards, ensuring seamless integration with our broader enterprise risk management initiatives.

Cybersecurity Infrastructure and Processes

To minimise the various cybersecurity risks, we have adopted a comprehensive IT security plan, encompassing business continuity strategies that include redundancy and high availability across various levels. As part of this plan, we have adopted and implemented ISO 27001:2013 – Information Security Management System (ISMS) across all our operational sites, in line with our security policy. We have also set up a 24/7 Cyber Defence Centre, designed to proactively identify and mitigate cybersecurity incidents.

Audit and Compliance

We engage with independent auditing agencies to ensure compliance with cybersecurity standards. The internal and external annual IT General Controls (ITGC) and ISO/IEC 27001:2013 audits are part of this exercise. We are also covered by the various assessments conducted by the Adani Group Management Assurance Team. Besides ensuring our cybersecurity compliance, this provides an insight into our position with respect to cybersecurity.

Incident Management and Response

Our approach to incident management is proactive and comprehensive.

• Conduct bi-annual 'Incident Response' testing and maintain a 24/7 Security Operation Centre for incident detection and management, in line with the NIST framework
• Follow a High Availability and Disaster Recovery strategy for all critical applications and third-party vulnerability analyses, including simulated hacker attacks
• Adopted a well-defined escalation process, enabling employees and contractors to report any actual / potential cybersecurity breaches via our internal digital platform
• Dedicated telephone lines and email IDs for employees to register their concerns or issues. These are equipped with real-time tracking and resolution in accordance with the escalation matrix and defined timeline
• Provided grievance management system for all internal and external stakeholders for reporting suspected vulnerabilities in IT systems and processes, and incidences of misuse

Consequence Management for Non-compliance

A robust consequence management protocol is followed by APSEZ for effectively addressing any cases of cybersecurity non-compliance and breaches effectively.

• All company devices are equipped with data leak protection agents and all outbound communications are scrutinised for potential data leaks
• The Information Protection Group identifies breaches, which are escalated for immediate management attention
• Unresolved incidents are further escalated to senior leadership
• The IT Consequence Management Policy, managed by the HR Team, is invoked in cases of non-compliance, and appropriate actions are taken in line with procurement and legal terms for both in-house and consultant-level breaches

We have deployed Endpoint Detection and Response (EDR) solutions to monitor and isolate compromised systems in real time. Based on the lessons learnt, we have integrated tools such as SIEM (Security Information and Event Management) for better threat correlation and analysis.