Abu Dhabi Education Council Enhances Customer Outreach for the Better

In a bid to reach out to customers, Abu Dhabi Education Council (ADEC) has facilitated nine public schools across Abu Dhabi and Al Ain to issue as well as attest transcripts for public school students.

Earlier, there were only three Customer Service Centers (CSCs) that offered these services. But now, ADEC has decided to raise the level of customer service with its three-phase development plan.

Initiating phase two of pilot project this month, nine schools have been provided with trained staff and proper infrastructure to get on with public school transcript attestation. However, issuance and attestation of private school transcripts will be still carried out at the Regional Customer Service Centers.

ADEC has paid special attention to school administration, making sure that they are thoroughly trained and knowledgeable enough to deliver best customer service. Locations of schools have also been chosen strategically, making access to customer service easier and quicker with shorter distances to travel. Moreover, schools’ building structure was also taken into account so that administrative activities do not disrupt students’ daily academic schedule.

Mr. Saoud Al Neyadi, Customer Services Division Manager at ADEC said, “ADEC issues roughly 40,000 attestations per year across the Emirate of Abu Dhabi. Last year, the two pilot schools completed around 3,000 attestations. We anticipate that the nine schools will process 10,000 to 15,000 attestations. This does not include the transactions that come out of the TAMM centers in the Western Region. Our aim is to make it easy for customers to get their transcripts attested and not have to travel long distances for simple transactional services. Over the coming months, we will increase the number of services offered at schools as well as the number of schools that provide these services.”

“This move is part of ADEC’s vision to reach out to the community at large and offer them accessible solutions and encourage further engagement with parents. Abu Dhabi Education Council (ADEC) thrives on constantly improving its services to clients, which has been evident with the reduced waiting time for customers from two hours in 2012 to eight minutes in 2013,” Mr. Al Neyadi explained. “Issuing and attesting transcripts represents a significant percentage of the total volume of transactional service requests received by ADEC’s Customer Service Division. Our next step will be to introduce these services across ADEC’s 255 public schools in the Emirate of Abu Dhabi,” he said.

Moreover, the outreach efforts do not just stop here but ADEC’s Customer Service Division would also launch online services for customers for filling forms and easily submitting document attestation and certificates.