The Customer Happiness Centre at the Ministry of Education has completed 50421 attestations and university and school equivalency transactions during the current year, in accordance with a development plan applied by the Ministry of Education to attain customer happiness through the provision of high quality services, and completion of transactions with utmost accuracy and promptness.
In more detail, the number of attested school certificates reached a number of 26249 certificates, while school certificate equivalency reached 3824 certificates. The Ministry attested 12381 University certificates and carried out 7973 university certificate equivalencies.
The Customer Happiness Centre received a number of 88832 calls during this year and the percentage of answers provided to queries reached 85% through the Ministry of Education’s call centre, whereby the necessary information regarding requirements for equivalency and attestation of certificates were given throughout the various service channels of the Customer Happiness Centre at the Ministry’s General Office and educational areas.
The Ministry applied updates on the electronic systems of the Customer Happiness Centre to ensure the provision of exceptional services to the public throughout the various service channels, and undertook the development of technical devices and equipment to facilitate the provision of services to customers. Development of the call centre, along with an increase in the number of staff to facilitate and expedite answering customers, and the ability to receive a larger number of calls and inquiries were also implemented.
The Ministry indicated that it had re-engineered operations and services at the Customer Happiness Centre through the development of procedures followed in the provision of services in the Centre, whether related to the role of nurseries or public and higher education services. All procedures related to each service were documented, along with determination of the procedures and time taken which greatly contributes to the improvement of services. This ensures provision of high quality services, reduces time, and number of procedures for customers to achieve their happiness, noting that the waiting time for customers has been reduced to a maximum of 15 minutes to obtain services.
The Ministry also indicated that the Centre aims at providing quality services to customers
The Ministry pointed out that the Centre aims to improve the quality of services provided to customers, expedite replies to their queries, and respond to all incoming comments from customers by conveying the same to the concerned departments at the Ministry. These departments will then take the necessary actions to remedy them which consequently contributes to effective and live communication between the public and the decision-makers at the Ministry.
Provision of Services at School Districts
In this context, the Ministry of Education has recently provided a range of services related to higher education in Sharjah and Umm Al Quwain. This is within its plan to facilitate procedures for customers wherever they reside in line with the Ministry’s Customer Happiness Centre’s vision, aimed at provision of all services in school districts without the need to visit the main centre located at the Ministry of Education premised in Dubai. Availability of services is to be further expanded according to the Ministry’s plan in both Ras Al Khaimah and the Eastern Region during the coming period.
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