Measuring Training Needs for Unified Service Center

Subject of the Consultation: 

Measuring Training Needs for Unified Service Center Staff Post-Development Phase  for development purposes 

Objective of the Consultation: 

The Communication Department, responsible for supervising and monitoring the performance of the Unified Service Center at HCT, is committed to continuous evaluation and development of services and staff. This is based on ongoing updates aimed at improving performance quality and supporting staff in facing challenges and successfully handling efforts to improve and develop services and work mechanisms.

E-Decision Making: 

Based on the survey results, an annual training plan for staff will be developed according to their actual needs, and the required budget will be determined according to the annual work plan.

Outcome

Consultation Result

The consultation on OneHCT staff professional training and development was conducted over a period of five working days, during which feedback was gathered from all 27 Customer Service staff members working at the OneHCT Service Center.

The results reflected a high level of engagement and satisfaction across various aspects of the consultation. Notably, 93% of the target group expressed a strong interest in ongoing training opportunities, highlighting the positive impact such initiatives have on their performance and confidence in communicating with customers-ultimately contributing to improved customer satisfaction ratings.

Respondents indicated a clear preference for holding training sessions on Wednesdays, and the majority favored in-person and hybrid training over virtual formats.

When asked about their confidence in handling various services, staff reported a strong ability to respond to inquiries related to HCT e-credentials issuance (85%) and official document request services (81%). However, library services were identified as an area requiring additional training and support.

Recommendations

The survey results were thoroughly analyzed and used to inform the development of the annual training plan, with the following considerations

Scheduling training sessions on Wednesdays and Thursdays whenever possible.

Adopting a delivery format that prioritizes in-person workshops, or a hybrid approach (combining in-person and virtual sessions) depending on the nature of the training content.

Setting training priorities based on the actual needs identified by staff.