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.


Saudi Arabia, South Korea reach agreement on visas

King Salman chairs the Cabinet session in Riyadh on Tuesday. (SPA)
Updated 16 January 2019
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Saudi Arabia, South Korea reach agreement on visas

  • Cabinet OKs air transport pact with Indonesia

JEDDAH: The Saudi Cabinet met to discuss a series of national and global developments on Tuesday, in a session chaired by King Salman.

At the forefront of the agenda was the escalation in tensions between Israel and Hamas along the Gaza border, and the continuing encroachment on Palestinian land by Israeli settlers in the West Bank. The Cabinet responded by demanding that the UN Security Council intervene. King Salman also relayed to ministers the outcome of his talks with US Secretary of State Mike Pompeo, which covered many regional issues.

The minister of media, Turki bin Abdullah Al-Shabanah, announced that after reviewing proposals from the Ministry of Foreign Affairs and a decision from the Shoura Council, a memorandum of understanding between the government and the Republic of Korea on granting visit visas had been agreed upon.

The Cabinet approved the amendment of the air agreement on regular air transport between Saudi Arabia and Indonesia.

The Cabinet, meanwhile, praised the progress of the 2025 Sustainable Agricultural and Rural Development Program, aimed at enhancing farming techniques by promoting sustainable water and renewable energy sources.

They also discussed the framework in Vision 2030 and the National Transformation Program 2020 for building a sustainable renewable energy sector, reiterating aims to lead global renewable energy developments over the next decade, and create projects such as the wind-powered plant at Dumat Al-Jandal, as part of the King Salman Renewable Energy Initiative.

In a statement, though, Al-Shabanah said: “The Cabinet discussed the announcement made by the minister of energy, industry and mineral resources about the Kingdom’s oil and gas reserves, which highlighted the importance of Saudi Arabia as a secure source of oil supplies in the long term.”

He added, in closing, the Cabinet’s praise for the efforts of Saudi security forces in the tracking and arrest of seven people in Qatif, which foiled a planned terrorist attack.