FAHR: Measuring Customer Satisfaction with the level of awareness about FAHR’s e-services

Consultation Subject

The Federal Authority for Government Human Resources provided its e-services to simplify the procedures and facilitate the customers, and to achieve the highest rates of satisfaction and happiness, through Customer Happiness System to achieve the desired standards of quality and excellence.  Therefore, FAHR worked to raise public awareness of its services by promoting them in different media and other channels in order to reach the largest possible number of targeted people

Consultation Purpose

Identify the public opinion and measure their satisfaction with the level of awareness of the priority e-services provided by the Federal Authority for Government Human Resources, and analyze the data to be used in process of continuous improvement and development of the marketing plan, which helps the Authority to meet the expectations of the public and ensure access to information and services that interest them in the  easiest and fastest ways

Decisions Making

 

The Federal Authority for Government Human Resources will monitor the most important feedback and study them and develop a set of corrective actions and implement awareness campaigns to promote the authority's e-services in order to ensure quality, and reach all target groups and meet their expectations

Outcome

After analyzing the results of the questionnaire, which measures the level of customer satisfaction with the Authority's services, its channels of delivery and the level of awareness 2020, development proposals and visions of customers were taken, which would help in developing the authority’s services and delivery channels, as well as setting up a marketing mechanism and raising awareness of services. 

As the results were examined, and approximately 22 notes and proposals were received, which were taken into consideration and then building on them in setting corrective measures and developing plans

and marketing campaigns for the Authority's services.

In this presentation, you will find suggestions with corrective actions