King Khalid University Wins the Electronic Service Excellence Award

Highly Acclaimed Customer Voice Service Leads the Pack
Source : 
kku, media center, iT administration

King Khalid University was awarded the 5th Electronic Service Excellence Award, an award administrated by the Ministry of Communications and Information Technology (MCIT) and sponsored by His Excellency the Minister of Communication and Information Technology, Abdullah bin Amer Al Sawahah. The award was received by His Excellency King Khalid University Rector Prof. Falleh R. M. Al-Solamy.

The Electronic Government Achievement Award aims at honoring innovative government projects that have contributed to a significant qualitative leap in the implementation of electronic transactions in the Kingdom’s electronic services customer satisfaction.

This year's award was handed to King Khalid University for the customer voice service, which is considered a creative contribution in the field of services and technical communication. The service was developed by King Khalid University to receive suggestions, requests, and complaints which are then transferred to specialized units. One of the most important features KKU focused on while developing this service is creating service tickets where a suggestion, request or a complaint is treated as an open ticket until solved. In turn, weekly reports are provided on the progress of the tickets and notifications are sent to the responsible parties on any late requests. A salient feature of the entire process is that the customer can also follow the progress of their request through the myKKU service on smartphones and personal computers.

The suggestions, requests, and complaints that are received through the "Call us" service are also taken into account and are used as feedback for future developments. This service enables the search for members and employees through typing the name, number, college or department of the individual. It also allows a more direct connection between students and their academic counselor and the submission of any documents or forms needed from Deanship of Admissions and Registration.

Through this service, the University seeks to provide solutions for students, faculty members, and even guests that are from different universities to offer a more effective service environment. It is worth mentioning that the latest feature added to the service was the restructuring of the suggestions, requests, and complaints applications, noting that the unit provides comprehensive statistics on requested tickets which are studied carefully before the establishment of any new applications offered by the University.