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.


Pilgrims praise Saudi efforts during Hajj

Updated 21 August 2018
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Pilgrims praise Saudi efforts during Hajj

  • Pilgrims praise the organization of the Hajj ritual areas
  • Millions pass through relatively small areas to perform the rituals

ARAFAT: Pilgrims from around the world have expressed their gratitude for the services provided to them by the Saudi authorities, and praised the quality.
“Despite the small size of the holy sites area and the massive gatherings of pilgrims coming yearly to this place, Saudi Arabia has succeeded in managing the huge crowds,” said Jihad Obaid, an Iraqi pilgrim performing Hajj for the first time. The only thing he does not like is the hot weather, but the water sprinklers installed along the way have been a great help, he added.
“These sprinklers reflect how caring the Saudi government is,” he said. “We all know that man can’t control weather challenges, but the preparations made to protect pilgrims is a sign of the great efforts to help pilgrims carry out their rituals comfortably.”
Mas’ood BuHadji, from Algeria, thanked the security guards for the work they do for pilgrims.
“I would like to extend my thanks and appreciations to the security men who spare no effort in assisting the pilgrims to easily complete their rituals,” he said. “Although I am not Saudi, I feel proud of these Muslim security men, whose job here is not only to secure pilgrims a safe Hajj, but also offer them bottles of cold water.
“Hajj is now easier than ever; the Jamarat Bridge, the services and everything.”