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.


Jeddah Season provides seasonal employment for young Saudis

Updated 18 June 2019
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Jeddah Season provides seasonal employment for young Saudis

JEDDAH: The Jeddah Season festival has provided a wide range of seasonal employment opportunities for young Saudi men and women, helping them gain experience and prepare them to enter the job market.

More than 5,000 young Saudis are working around the clock, each in his or her field, to manage the festival’s activities.

The festival aims to highlight development opportunities in Saudi Arabia, introduce the Kingdom as one of the most popular tourist destinations in the world, support the government’s efforts to empower Saudi youths, support local small and medium enterprises, develop Jeddah’s tourism sector and provide volunteer opportunities.

Jeddah Season, which began on June 8 and runs until July 18, has attracted thousands of visitors of all ages through its 150 local and international events and activities.

It is being held at five sites: King Abdullah Sports City, Al-Hamra Corniche, the Jeddah Waterfront, Obhur and Historic Jeddah (Al-Balad), which is a UNESCO World Heritage Site.

Jeddah Season offers a wide range of tourism, entertainment and cultural events and activities, and sheds light on the city’s status as the Kingdom’s tourism capital. Most of its events are being held for the first time in Saudi Arabia.

Jeddah Season is in line with the Vision 2030 reform plan, which aims to advance the welfare of Saudi society, diversify local development opportunities, improve the Kingdom’s contribution to arts and culture, and create job opportunities for Saudi youths.