A discussion session on designing a service for issuing a study leaving certificate

About

The Department of Institutional Excellence team - Strategy and Future Department at the Emirates Foundation for School Education organized a virtual brainstorming session in three session targeting the institution's customers 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 a service requesting the issuance of a certificate of leaving study, and 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 electronic customer happiness for the institution.

Suggestions

The transition method should be smooth and be in one screen

- That there be a clarification of the requirements and attachments and their capacity before starting the service

- Communication should be via WhatsApp for ease of use for all groups and ages (the proposal has been taken and will be taken into account in the process of designing the service after launching the site

Putting an explanatory video and service information on the site

Work to provide call center employees with service information

Sending and formatting an e-mail explaining the reason for returning the transaction

Promote the service and work on clarifying service information and how to apply for it

There is no refund mechanism

Outcomes

• Providing the service electronically 100%

• Minimize fields and attachments

• The service will be re-engineered during the year 2023