A discussion session on developing and improving the customer journey to serve the application for registration and admission of a student in a public school

About

Developing and improving the service of requesting academic certificate attestation - general education

  The Department of Institutional Excellence team - Strategy and Future Department at the Emirates Foundation for School Education organized virtual interactive workshops targeting the institution's clients entitled "Design your services with us" with the aim of designing services based on their preferences and needs by involving them in the process of designing the service of requesting academic certificate attestation - general education from submission to Receiving, which will enrich the customer experience in a way that simulates the needs of every individual in society, with the aim of achieving more successes in developing services in the field of customer happiness.

Reviewing the database of customers for the year 2022 with whom the service was delayed and encouraging them to participate in mentioning the challenges faced during the process of providing the service.

Objective

Developing and improving the service of requesting academic certificate attestation - general education

  The Department of Institutional Excellence team - Strategy and Future Department at the Emirates Foundation for School Education organized virtual interactive workshops targeting the institution's clients entitled "Design your services with us" with the aim of designing services based on their preferences and needs by involving them in the process of designing the service of requesting academic certificate attestation - general education from submission to Receiving, which will enrich the customer experience in a way that simulates the needs of every individual in society, with the aim of achieving more successes in developing services in the field of customer happiness.

Reviewing the database of customers for the year 2022 with whom the service was delayed and encouraging them to participate in mentioning the challenges faced during the process of providing the service.

Outcomes

The service has been developed by 100% (service re-engineering)

The service was provided 100% electronically through the website. There is no need to visit the school

The customer's journey has been reduced by integrating the service into a student registration service

  The number of fields on the website has been reduced from 54 fields to 14 fields.

The number of attached documents on the website has been reduced from 11 to 3

Zero attachments for some categories