Electronic Service Level...

Electronic Service Level Agreement - King Khalid University

Electronic Service Level Agreement

In line with King Khalid University's commitment to enhancing the quality of services provided to its employees and beneficiaries, and in alignment with the Ministry of Education's vision of improving beneficiary satisfaction and facilitating efficient, reliable, and rapid access to electronic services, this agreement has been established to define the service levels for electronic services provided through the University's portals and digital platforms. It also outlines the service provider's commitments, the rights of beneficiaries, and the mechanisms for support, monitoring, performance measurement, and continuous improvement.

The University is committed to making its electronic services available throughout the week according to the nature and readiness level of each service, while continuously developing existing services and introducing new ones. Users of electronic services are required to comply with the terms, requirements, and policies applicable to each service, as outlined in the Electronic Services Guide and in accordance with the applicable laws and regulations.

A beneficiary's use of any electronic service covered by this agreement constitutes acknowledgment that they have read and accepted its provisions, without prejudice to the specific terms, conditions, and policies applicable to each individual service.

For more information about the electronic services, click here.

Purpose of the Agreement

Define service availability levels and target completion times for electronic services.
Clarify the rights and responsibilities of beneficiaries, as well as the University's obligations as the service provider.
Standardize the methodology for measuring the quality of electronic services and publishing their performance results.
Enhance beneficiary satisfaction and promote the continuous improvement of the digital experience.

Scope of Application

This agreement applies to all electronic services published through King Khalid University's website, portals, and digital applications, including services provided to students, faculty members, employees, researchers, visitors, and external beneficiaries, depending on the nature of each service.

General Principles of the Agreement

Fairness and equal treatment in handling beneficiaries' requests.
Protection of privacy and confidentiality of data in accordance with approved policies and regulations.
Provision of services around the clock whenever specified in the relevant service schedule.
Service completion time is calculated only after the request has been fully completed and all required information and attachments have been verified.
Beneficiaries are notified of the status of their requests through the available digital channels, according to the nature of the service.
Incomplete requests or those that do not comply with the applicable regulations and service requirements will not be processed.

Beneficiary Rights

The right to receive clear information about the service, including its description, requirements, delivery channels, and expected completion time.
The right to receive the service in accordance with the published service levels, provided that all necessary requirements and conditions have been fulfilled.
The right to have requests handled with confidentiality, fairness, and transparency, and to have personal data protected in accordance with the approved regulations and policies.
The right to track the status of the request electronically whenever the service supports this feature.
The right to submit feedback, complaints, or suggestions through the approved channels and to be informed of the mechanism for addressing them.

Beneficiary Obligations

Provide accurate, up-to-date information that matches official documents and attach all required documents.
Safeguard login credentials, refrain from sharing them with others, and immediately report any unauthorized use of the account.
Comply with the regulations, rules, terms of use, and policies governing each electronic service.
Use electronic services only for their intended purposes and refrain from misusing them or attempting to harm systems, data, or users.
Cooperate with the University by providing any additional information or documents when required and report any malfunctions or observations that may affect service quality.

University Rights

Reject or exclude requests that do not meet the requirements or contain inaccurate or incomplete information or documents.
Temporarily suspend certain electronic services for maintenance, updates, security, or operational reasons, while notifying beneficiaries whenever possible.
Verify the accuracy of the submitted information and documents and take appropriate action in the event of any violation of the approved regulations or policies.

University Obligations

Provide electronic services in accordance with the published service levels and work to ensure their quality, continuity, and ongoing improvement.
Process requests that meet the requirements within the target timeframes, taking into account cases that require additional approvals or regulatory procedures.
Protect beneficiaries' data and maintain its confidentiality in accordance with the approved privacy and cybersecurity regulations and policies.
Provide technical support channels and address technical malfunctions and access issues in accordance with the approved priorities and procedures.
Periodically review and update service levels in line with continuous development and beneficiaries' needs.
Notify beneficiaries of any service interruption, scheduled maintenance, or updates that may affect service delivery whenever possible.

Electronic Services Performance Indicators

No.	Indicator	Definition
1	Beneficiary Satisfaction	Average beneficiary rating of the service
2	Number of Electronic Service Transactions	Number of requests or transactions completed through the service
3	Processing Time	Time elapsed from completion of the request until its closure or the issuance of results
4	Service Availability	Continuity of system availability for beneficiaries
5	Digitalization Rate	Extent to which the service journey is completed electronically without paper-based procedures
6	Service Completion Rate	Percentage of beneficiaries who successfully completed the service

Availability and Maintenance

The University aims to provide electronic services 24 hours a day, seven days a week. The following situations are not considered service unavailability:

Scheduled maintenance that has been announced in advance.
Outages caused by telecommunications providers or shared service providers.
Force majeure events and natural disasters.
Urgent security measures required to protect systems and data.

Complaints and Escalation

The beneficiary submits a complaint or feedback through the approved communication channels or reporting system.
The complaint is registered under a reference number and forwarded to the service-owning entity or the relevant technical department.
Delayed or recurring cases are escalated in accordance with the internal escalation matrix.
Complaints and reports are periodically analyzed to identify improvement opportunities and prevent the recurrence of root causes.

Governance, Review, and Improvement

Assign a service owner for each service who is responsible for updating its description, requirements, and service level.
Periodically review indicators and actual results and prepare performance reports for the relevant department.
Update the agreement when new services are launched or when completion times or delivery channels are changed.
Conduct a comprehensive annual review of the agreement and approve the updated version in accordance with the applicable authorities.

Acknowledgment of Use

The beneficiary's use of any electronic service covered by this agreement constitutes acknowledgment that they have read and accepted its provisions. The terms, conditions, and policies applicable to each service shall remain effective and complementary to this agreement.

Help and Support

King Khalid University portal includes a section for assistance and support for all university. A variety of channels are available within the portal, offering content, materials and media in various formats, in addition to detailed information and links as forms of assistance for beneficiaries. The portal administration at King Khalid University is committed to interacting and responding to inquiries received through the” Contact Us page.”

Privacy

King Khalid University portal pays great attention to user data confidentiality. Privacy and data protection is one of KKU’s main website conditions. For more information on data privacy and confidentiality ()

Levels of Electronic Service Delivery

No.	Service Name	Service Execution Time	Service Availability Time
1	Self-Service Portal	Immediate	24/7
2	Leave Request	5 Working Days	24/7
3	Custody Transfer Request	5 Working Days	24/7
4	Delegation Request	5 Working Days	24/7
5	Employee Card Requests	5 Working Days	24/7
6	Performance Charter	5 Working Days	24/7
7	Performance Evaluation	5 Working Days	24/7
8	Insurance Registration Request	5 Working Days	24/7
9	Employee Financial Inquiries	5 Working Days	24/7
10	Job Data Inquiry	5 Working Days	24/7
11	Personal Data Inquiry	5 Working Days	24/7
12	Qualification Inquiry	5 Working Days	24/7
13	Training Courses Inquiry	5 Working Days	24/7
14	Personal Documents Inquiry	5 Working Days	24/7
15	Custody Inquiry	5 Working Days	24/7
16	Leave Inquiry	5 Working Days	24/7
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Electronic Service Level Agreement