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Electronic Service Level...
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.
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.”
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 (click here)
No. | Service Name | Beneficiary Satisfaction | Number of Electronic Service Transactions | Service Completion Time | Service Availability | Digitalization Rate | Service Completion Rate |
| 1 | Self-Service Portal | 4.4 / 5 | 5610 | Immediate | 7/24 | 100% | 100% |
| 2 | Academic System Portal (Academia) | 4.3 / 5 | 312436 | 5 Business Days | 7/24 | 100% | 100% |
| 3 | Internship – College of Applied Medical Sciences | 4.3 / 5 | 1239 | 10 Business Days | 7/24 | 100% | 100% |
| 4 | Deanship of E-Services Training Initiative | 3.5 / 5 | 1603 | 15 Business Days | 7/24 | 100% | 100% |
| 5 | Specialized and Standardized Test Booking | 3.6 / 5 | 18037 | Immediate | 7/24 | 100% | 100% |
| 6 | Administrative Job Promotions System | 3.5 / 5 | 1460 | One Month | 7/24 | 100% | 100% |
| 7 | Mohtam Financial System | 4.5 / 5 | 15273 | Immediate | 7/24 | 100% | 100% |
| 8 | Human Resources Support Services | 3.7 / 5 | 2790 | 5 Business Days | 7/24 | 100% | 100% |
| 9 | Mohtam Human Resources System | 4.6 / 5 | 598 | 5 Business Days | 7/24 | 100% | 100% |
| 10 | Laboratory Management System | 4 / 5 | 195 | Immediate | 7/24 | 100% | 100% |
| 11 | Medical City Reports | 4.1 / 5 | 491 | 5 Business Days | 7/24 | 100% | 100% |
| 12 | Research Ethics Platform for Living Organisms | 3.9 / 5 | 61 | One Month | 7/24 | 100% | 100% |
| 13 | Event Catering | 4.7 / 5 | 5 | 3 Business Days | 7/24 | 100% | 100% |
| 14 | Mohtam Procedural System | 4 / 5 | 4526 | 10 Business Days | 7/24 | 100% | 100% |
| 15 | Tanfith Platform | 5 / 5 | 1 | Immediate | 7/24 | 100% | 100% |
| 16 | Mohtam Housing System | 3.8 / 5 | 5027 | 5 Business Days | 7/24 | 100% | 100% |
| 17 | Medical City E-Recruitment Portal | 4.5 / 5 | 51525 | According to Schedule | 7/24 | 100% | 100% |
| 18 | Deanship of Student Affairs Recruitment System | 4 / 5 | 186 | According to Schedule | 7/24 | 100% | 100% |
| 19 | Scientific Journals System | 3.9 / 5 | 1580 | Two Months | 7/24 | 100% | 100% |
| 20 | Vice Presidency for Educational Affairs Services | 2.7 / 5 | 3896 | 5 Business Days | 7/24 | 100% | 100% |
| 21 | Assistant Professor Appointment | 4.7 / 5 | 3876 | 5 Business Days | 7/24 | 100% | 100% |
| 22 | Alumni Association | 4 / 5 | 3658 | Immediate | 7/24 | 100% | 100% |
| 23 | Student Training | 4.3 / 5 | 7749 | 5 Business Days | 7/24 | 100% | 100% |
| 24 | Event Management | 4.7 / 5 | 12976 | 5 Business Days | 7/24 | 100% | 100% |
| 25 | Offers Guide | 4.5 / 5 | 66970 | 5 Business Days | 7/24 | 100% | 100% |
| 26 | Motammim Platform | 4.3 / 5 | 186 | 3 Business Days | 7/24 | 100% | 100% |
| 27 | Human Resources Training | 4.3 / 5 | 2347 | 4 Business Days | 7/24 | 100% | 100% |
| 28 | Conference Organization | 4.3 / 5 | 653 | 3 Business Days | 7/24 | 100% | 100% |
| 29 | Excellence Awards | 3.8 / 5 | 1771 | 5 Business Days | 7/24 | 100% | 100% |
| 30 | Non-Saudi Employment Contracting | 3.5 / 5 | 2927 | 5 Business Days | 7/24 | 100% | 100% |
| 31 | Academic Leadership Nomination System | 4.8 / 5 | 692 | Immediate | 7/24 | 100% | 100% |
| 32 | Academic Profile | 3.8 / 5 | 1387 | Immediate
| 7/24 | 100% | 100% |
| 33 | King Khalid University Excellence Awards System | 3.5 / 5 | 8439 | 3 Business Days | 7/24 | 100% | 100% |
| 34 | Invest System | 4 / 5 | 298 | 5 Business Days | 7/24 | 100% | 100% |
| 35 | IT Support Tickets | 4.3 / 5 | 91119 | High Priority (4 Hours) Medium Priority (1 Business Day) Low Priority (3 Days)
| 7/24 | 100% | 100% |
| 36 | Risalah System | 4.8 / 5 | 1309 | 5 Business Days | 7/24 | 100% | 100% |
| 37 | Quick Response Code (QR) | 4.1 / 5 | 3480 | Immediate | 7/24 | 100% | 100% |
| 38 | Waththiq System | 4.3 / 5 | 130206 | Immediate | 7/24 | 100% | 100% |
| 39 | Visiting Student Request | 3 / 5 | 1858 | 3 Business Days | 7/24 | 100% | 100% |
| 40 | Self-Service Sales | 3 / 5 | 1416 | 3 Business Days | 7/24 | 100% | 100% |
| 41 | Curricula and Study Plans System | 4.2 / 5 | 2231 | 5 Business Days | 7/24 | 100% | 100% |
| 42 | Student Excuses | 3.8 / 5 | 47945 | 3 Business Days | 7/24 | 100% | 100% |
| 43 | Mohtam Student System | 5 / 5 | 15237 | 5 Business Days | 7/24 | 100% | 100% |
| 44 | Mubasher System | 3.8 / 5 | 9644 | 5 Business Days | 7/24 | 100% | 100% |
| 45 | Ejtemaei System | 4.5 / 5 | 1221 | Immediate | 7/24 | 100% | 100% |
| 46 | Vehicle Entry Permits | 4 / 5 | 7501 | 3 Business Days | 7/24 | 100% | 100% |
| 47 | Employee Clearance | 4.5 / 5 | 1840 | 3 Business Days | 7/24 | 100% | 100% |
| 48 | Medical City Clearance | 3.8 / 5 | 699 | 4 Business Days | 7/24 | 100% | 100% |
| 49 | College of Medicine Internship | 5 / 5 | 587 | 5 Business Days | 7/24 | 100% | 100% |
| 50 | Collaborators System | 3.8 / 5 | 964 | Immediate | 7/24 | 100% | 100% |
| 51 | College Reports | 4.5 / 5 | 550 | 3 Business Days | 7/24 | 100% | 100% |
| 52 | Conference Attendance System | 3.7 / 5 | 5231 | 5 Business Days | 7/24 | 100% | 100% |
| 53 | Mohtam Student Clubs System | 4.3 / 5 | 12739 | 5 Business Days | 7/24 | 100% | 100% |
| 54 | Tawasul System | 4.3 / 5 | 113257 | 5 Business Days | 7/24 | 100% | 100% |
| 55 | Huquq Service | 3.8 / 5 | 1296 | 5 Business Days | 7/24 | 100% | 100% |
| 56 | Facility Booking | 4.6 / 5 | 1202 | Immediate | 7/24 | 100% | 100% |
| 57 | Theses and Scientific Research | 4.5 / 5 | 5069 | Immediate | 7/24 | 100% | 100% |
| 58 | Faculty Promotions | 4.3 / 5 | 2465 | 5 Business Days | 7/24 | 100% | 100% |
| 59 | IT Service Management System | 4.4 / 5 | 2948 | 10 Business Days
| 7/24 | 100% | 100% |
| 60 | Username Services | 3.8 / 5 | 66970 | Immediate | 7/24 | 100% | 100% |
| 61 | Scientific Research Portal | 4.5 / 5 | 1818 | 10 Business Days | 7/24 | 100% | 100% |
| 62 | Entry Permits | 3.9 / 5 | 444 | 5 Business Days | 7/24 | 100% | 100% |
| 63 | Mohtam Student Competitions System | 4.2 / 5 | 2024 | 5 Business Days | 7/24 | 100% | 100% |
| 64 | Scholarship Student Services – User Portal | 3.8 / 5 | 2673 | 5 Business Days | 7/24 | 100% | 100% |
| 65 | Scholarship Request Management – System Administrator | 4.5 / 5 | 419 | 5 Business Days | 7/24 | 100% | 100% |
| 66 | Scholarship Student Services – Beneficiary Portal | 3.6 / 5 | 1577 | 5 Business Days | 7/24 | 100% | 100% |
| 67 | Electronic Forms | 4.5 / 5 | 4417 | Immediate | 7/24 | 100% | 100% |
| 68 | Saudi Association for Statistical Sciences | 4.2 / 5 | 1234901 | Immediate | 7/24 | 100% | 100% |
| 69 | Saudi Society for Medical Education | 4 / 5 | 1333549 | Immediate | 7/24 | 100% | 100% |
| 70 | Saudi Scientific Association for Teachers | 4.1 / 5 | 1843023 | Immediate | 7/24 | 100% | 100% |
| 71 | Saudi Physical Sciences Society | 4.3 / 5 | 1196644 | Immediate | 7/24 | 100% | 100% |
| 72 | Saudi Governance Society | 4 / 5 | 604348 | Immediate | 7/24 | 100% | 100% |
| 73 | Enjaz System | 3.6 / 5 | 4730121 | Immediate | 7/24 | 100% | 100% |
| 74 | Hadir System | 4.5 / 5 | 1421 | Immediate | 7/24 | 100% | 100% |
| 75 | Issuance of Blockchain-Verified Certificates | 4.5 / 5 | 114434 | Immediate | 7/24 | 100% | 100% |
| 76 | Fateen | 4.4 / 5 | 541 | Immediate | 7/24 | 100% | 100% |
| 77 | Service and Process Automation Indicators | 4.1 / 5 | 44622 | Immediate | 7/24 | 100% | 100% |
| 78 | Da'wah System | 4 / 5 | 16329 | Immediate | 7/24 | 100% | 100% |
| 79 | Liqa Service (Remote Appointment) | 4.3 / 5 | 1879 | 5 Business Days | 7/24 | 100% | 100% |
| 80 | Miras | 4.1 / 5 | 5262 | Immediate | 7/24 | 100% | 100% |
| 81 | Mubadiroon Reports | 4.1 / 5 | 4367 | Immediate | 7/24 | 100% | 100% |
| 82 | Academic Recommendations | 4.3 / 5 | 21796 | 5 Business Days | 7/24 | 100% | 100% |
| 83 | URL Shortener | 5 / 5 | 66970 | Immediate | 7/24 | 100% | 100% |
| 84 | Sprint Platform | 4 / 5 | 2125 | 5 Business Days | 7/24 | 100% | 100% |
| 85 | Learning Management System (Blackboard) | 3.5 / 5 | 18746121 | 10 Business Days | 7/24 | 100% | 100% |
| 86 | University Strategy Monitoring | 4 / 5 | 960 | 5 Business Days | 7/24 | 100% | 100% |
| 87 | Student Transportation | 4.3 / 5 | 4848 | 5 Business Days | 7/24 | 100% | 100% |
| 88 | Wasl Platform | 4.2 / 5 | 22339 | 3 Business Days | 7/24 | 100% | 100% |
| 89 | Bayan Platform | 4.1 / 5 | 1304 | Immediate | 7/24 | 100% | 100% |
| 90 | KKUx Digital Learning Platform | 4 / 5 | 1008 | Immediate | 7/24 | 100% | 100% |
| 91 | Open Data Platform | 4.2 /5 | 43799 | Immediate | 7/24 | 100% | 100% |
| 92 | Knowledge Center | 4.2 / 5 | 223786 | Immediate | 7/24 | 100% | 100% |
| 93 | Question Banks | 3.9 / 5 | 6079 | Immediate | 7/24 | 100% | 100% |
| 94 | Library Visitors | 4.3 / 5 | 4271 | Immediate | 7/24 | 100% | 100% |
| 95 | Shareek Platform | 4.9 / 5 | 309 | Immediate | 7/24 | 100% | 100% |
| 96 | Project Management System (Logix PMO / EPMO) | 3.9 / 5 | 317 | Immediate | 7/24 | 100% | 100% |
| 97 | Official Transaction Tracking | 3.6 / 5 | 58 | 5 Business Days | 7/24 | 100% | 100% |
| 98 | Unified Informational Websites Platform (Sites) | - | - | Immediate | 7/24 | 100% | 100% |
| 99 | Riyadiyoon | - | - | Immediate | 7/24 | 100% | 100% |
| 100 | Sanad | 4.8 / 5 | 10515 | Immediate | 7/24 | 100% | 100% |
| 101 | Field Education Service | 3.5 / 5 | 6056 | 5 Business Days | 7/24 | 100% | 100% |
| 102 | External Cultural Olympiad System | 3.9 / 5 | 243 | 5 Business Days | 7/24 | 100% | 100% |
| 103 | Academic and Training Programs Platform (Infinity) | 4.4 / 5 | 56248 | Immediate | 7/24 | 100% | 100% |
| 104 | myKKU App | 4.1 / 5 | 127681 | Immediate | 7/24 | 100% | 100% |
| 105 | E-Recruitment Portal (Academic Positions) | 4.3 / 5 | 21011 | According to Schedule | 7/24 | 100% | 100% |
| 106 | E-Recruitment Portal (Administrative Positions) | 3.8 / 5 | 6851 | According to Schedule | 7/24 | 100% | 100% |
| 107 | Mohtam Certificate Verification System | 4.6 / 5 | 15237 | 5 Business Days | 7/24 | 100% | 100% |
