KSA sets bar for quality of service in communications, IT sector

The quality customer service will empower users to make informed decisions before purchasing any of the providers’ services. (Reuters/File)
Updated 19 July 2018
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KSA sets bar for quality of service in communications, IT sector

  • The update includes standards and indicators that assess the quality of service and enables consumers to view comparative quality-of-service information
  • Providers not able to compete in service quality enhancement due to lack of know-how or resources will try new approaches to attract and retain clients from a marketing angle such as decreasing rates, promotions and offering new plans

RIYADH: The Communications and Information Technology Commission (CITC) has released an update to regulate the quality of services by telecommunications service providers (TSP) in the Kingdom. 

The update includes standards and indicators that assess the quality of service and enables consumers to view comparative quality-of-service information on the following services: Internet, mobile phones and landlines, while the CITC categorizes providers on the volume of complaints that subscribers bring to the commission.

The CITC shared a sample complaint report for the fourth quarter 2017 that indicates a variation in the number of complaints posted on all services. 

Two crucial businesses elements are on the line: Reputation and customers’ loyalty. The new indicator should encourage all carriers in Saudi Arabia — STC, Mobily, Zain, Go, Lebara and Virgin — to strategically build customer-centricity across the sector by creating a new unit for customer quality management and connect it to all other departments.

Telecommunication providers who intend to invest in enhancing the quality of service and problem-solving strategies will gain a broader market share than what they have today, and possibly increase their rates. 

Providers not able to compete in service quality enhancement due to lack of know-how or resources will try new approaches to attract and retain clients from a marketing angle such as decreasing rates, promotions and offering new plans.

Disseminating a comparative data of service providers highlights two new significant values in the Saudi corporate market — transparency and quality customer service. The emergence of these two values will empower users, individuals and establishments to make informed decisions before purchasing any of the providers’ services listed on the indicator. 

The new regulation aims to meet the following objectives: Develop services in telecommunication and information technology, provide consumers with a high quality of telecommunication services, and to motivate competitiveness among service providers, along with urging transparency among their registered users.

The telecommunication and information sectors play a significant role in all aspects of a country, and legislating a service quality indicator as part of the digital transformation in Saudi Arabia will create an environment that attracts new international service provider to enter the Saudi market. 

Saudi Arabia is capitalizing on information technology. Dashboards to deal with challenges and monitor businesses performance, starting with the TCC execution plan to use data by the fourth quarter of 2018, will set the bar for quality of service in the telecommunication sector and force providers to be more customer-centric.


Plans afoot to expand teaching of Chinese in Saudi Arabia

Updated 2 min 2 sec ago
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Plans afoot to expand teaching of Chinese in Saudi Arabia

  • Move to set up language learning in various stages of education in Saudi Arabia
RIYADH: The Ministry of Education launched the “Teaching Chinese Language in Education” workshop at the ministry’s headquarters in Riyadh on Saturday.
It was attended by the Chinese ambassador to the Kingdom, officials from the Chinese Embassy, presidents of Saudi universities and education officials in the Kingdom.
Saudi Education Minister Hamad bin Mohammed Al-Asheikh said that the inclusion of the Chinese language in the various stages of education in the Kingdom stemmed from the desire to diversify the language tools in education, based on the strategic and economic importance of the Chinese language now and in the future.
He also stressed the importance of having a clear plan to qualify a number of teachers in intensive programs for up to a year to teach Chinese for the target stages, which could include selected schools from the secondary level in different regions in the first three years.
“There is a plan for numerical expansion, based on the requirements and expansion of the intermediate educational stage,” he said. “This expansion should be accompanied by training a number of teachers in programs developed in cooperation with the Chinese side for a year and with the department of external education to qualify teachers to teach Chinese.”
King Saud University reviewed the experience of teaching the Chinese language in the workshop, indicating that it started to introduce Chinese in 2010, and has graduated 35 students so far. They are currently working in the ministries of foreign affairs, media and a number of military sectors. They were used in translation programs, accompanying Chinese delegations, and during the pilgrimage seasons.
“When we say China or the Chinese economy is expected to be the primary economy (in the world) in eight years, this means establishing a strong relationship with this economy based on the common interests of the two countries,” Al-Asheikh said.
He said that the overall strategic goal of teaching Chinese was to make it the third language parallel to English and with the same level of horizontal and vertical spread in the two education systems.
Al-Asheikh expressed his optimism about the strategic direction of increasing cooperation between the Kingdom and China as great economies and civilizations.