Tawasul

A Convenient Contact Channel:

Tawasul welcomes your online communication. It is a convenient method for contact with HE the Minister, ministry officials and all sectors and departments of the ministry. It helps the beneficiary to send a recommendation, an inquiry, a complaint or a message, and be rest assured that it will reach its recipient through an efficient online service. It also enables all beneficiaries to track their messages.

About the Service:

Tawasul is an e-Service that was launched in 2011. It was delivered as a convenient method of communication to receive citizens communication in all matters related to education, to review their recommendations, concerns, inquiries and complaints they raise, track all these with HE the Minister and competent ministry units and concerned departments, through an information system that facilitate communication, follow up, solution and replies to beneficiaries by ministry and its education departments.

Requests that does not fall within a certain department competency or bypass their authority are escalated to concerned ministry department to look in and send appropriate reply to the user.

Service Aim:

This service aims to be a convenient contact channel between beneficiaries and officials, a quick service for them, from wherever they are.

Service Goals:

  1. To be convenient for the beneficiaries, because of removal of travel necessity, they doesn't need to travel to contact and follow up the transactions.
  2. To strengthen relations of the ministry and its sectors, headquarters and field staff alike with all segments of the society.
  3. To Receive, refer and track beneficiary complaints, considerations and recommendations.
  4. To Provide accurate statistics and indicators that is useful in work processing, accountability and development planning.
  5. To improve performance and achieve quick service turnaround times.

Service Beneficiaries:

  1. Parents (guardians) of students.
  2. Students.
  3. Teaching and administrative staff and those similar to them, from ministry staff, regional department staff, school staff and others.
  4. Those concerned in the society with the cause of education.
  5. Private businesses and individuals dealing with ministry.

Work Process:

The service is part of a workflow system where the ticket gets submitted by user and sent to HE the Minister's office via the information system. Dedicated staff at the Minister's office review the ticket and refer it through the system to the competent ministry unit or education department, including HE the Minister, to decide the appropriate action.

Users are notified of their ticket number by mobile text messages and e-mails so that they can track their requests by ticket number, identification number or mobile number using a given entry field in the website. Users can also track the requests on their smart devices.

Types of Transactions (Messages):

  1. Inquiry: Tawasul enables submission and tracking of inquiries to ministry sectors, regional education departments and universities.
  2. Complaint: Tawasul enables submission and tracking of complaints under supervision of a high committee with members from ministry agencies and headed by an advisor to HE the Minister.
  3. Recommendation: Tawasul delivers recommendations of the concerned to ministry officials and safeguards their intellectual rights.
  4. Meeting: Tawasul coordinates and schedules meetings of beneficiaries and HE the Minister according to priorities and schedule of the Minister.
  5. Technical Reports: Users can report urgent issues or errors and Tawasul assures prompt response of relevant departments.
  6. Consultation: Provision of consultation and solutions to general education students and issues they encounter.
  7. Administrative Report: Tawasul receives reports on administrative and financial cases and misconduct.

Service Policy:

User Rights and Obligations:

  1. All user tickets will be dealt with just and appropriate confidentiality and responses will be given accordingly through the system.
  2. This electronic service enables user registration in order to submit requests and get benefit from e-Systems and applications offered by Tawasul.
  3. Users can track their requests using the ticket numbers.
  4. Registration should match the original identification document and information entered shall be valid.
  5. Entry or attachment of invalid information may lead to exclusion of request.
  6. User will receive a text message on their mobile upon successful entry of request.
  7. Users can inquire about request status through ticket number.

Service Provider (Tawasul):

  1. Complete tickets processing may take upto 5 working days for inquiries, upto 15 working days for complaints and upto 2 hours for notifications.
  2. Departments receiving user requests go through follow up to address the requests.
  3. Electronic Portal Department has to maintain justice and privacy in dealing with user requests.
  4. Tickets without objections are closed within 14 days.
  5. Beneficiary care center has the right to exclude requests that are not in conformity and requests that contain wrong information.
  6. Beneficiary care center has the right to set certain services or systems as inactive temporarily for maintenance purposes or for other reasons.

International Awards Tawasul Won:

Best Customer Service:

Its contact center, reached by calling 19996, won Best Customer Service Award (Mid Sized Center Category) in the world contact centers competition of Contact Center World that was hosted in German capital Berlin.

Best Use of Self-service Technology:

Its contact center won Best Use of Self-service Technology Award (Mid Sized Center Category) in the world contact centers competition of Contact Center World that was hosted in German capital Berlin.

Golden Award: Best Customer Service

Its contact center received Best Customer Service Award (Mid Sized Center Category) among more than 1500 contact and customer service centers of 50 countries worldwide.

Award competition was organized in three stages by the international firm Contact Center World and was hosted in Prague, the capital of Czech Republic.

Silver Award: Best Use of Self-service Technology

Its contact center received Best Use of Self-service Technology Award among more than 1500 contact and customer service centers of 50 countries worldwide.

Award competition was organized in three stages by the international firm Contact Center World and was hosted in Prague, the capital of Czech Republic.

Insights Award:

Tawasul contact center, the primary channel of Tawasul service, was crowned with Insights Award 2017, amongst several contact center entrants from the Middle East.

For more information, kindly visit Tawasul System (Arabic Content).
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    7/10/2019 3:35 PM
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