Umm Al-Qura University

Umm Al-Qura University

Beneficiary Services Unit


- 2017/09/25

Main Tasks of the Beneficiary Service Unit:

  1.  Responding to beneficiaries' queries via the Electronic Petition link 
  2. Answering UQU beneficiaries' queries.
  3. Answering external beneficiaries' queries
  4. Answering UQU beneficiaries' queries.
  5. Answering queries regarding UQU recruitment

 

Procedural Tasks:

  • Identifying target audience: 
  1. Internal beneficiaries: All UQU staff, academic cadre, and students
  2. External beneficiaries: Anyone except the above requiring service/help with their needs from UQU.
  •  Identifying required service type: (Query, suggestion, request, complaint).
  • Labeling request :priority: (Normal, medium, high, urgent)
  •  Listing request channels: Email, written correspondence, assistance request, MOE Tawasul Program, and telephone response
  •  Requests are to be processed as per the above.
  •  Processing responses as follows:
  1. Answering requests using info in knowledge database  
  2. Responding to request after referring to the concerned authorized person and following the set procedures
  3. In case of complaints, a Communications Center form is to be filled and sent along with request attachments to the concerned authorities via electronic transactions (administrative communications and archive).
  • Responses are to be clear and simple in order to obtain beneficiaries' satisfaction.
  • After closing case (request or complaint), beneficiary satisfaction is measured through an evaluation survey.
  • In case of beneficiary dissatisfaction, the case is investigated more thoroughly in order to meet beneficiary expectations.
  • Phone responses are dealt with as below:
  1. Answering requests using info in knowledge database.  
  2. Offering guidance through the concerned authority. 
  3. Referring beneficiaries to Communications Center for assistance. 
  4. In case of complaints, a Communications Center form is to be filled and sent along with request attachments to the concerned authorities via electronic transactions (administrative communications and archive).    
  • With regard to recruitment queries, a file with all the required procedures is prepared for response.

 

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