Channels & Services
Identifying all channels through which the entity delivers services and ensuring digital service quality for beneficiaries.
Two Main Axes - 8 Criteria
Perspective at a glance
Key facts
- Two axes: Digital Service Quality, and Digital Channels & Services
- 8 criteria covering channel design and quality assurance
- Focuses on multi-channel integration to ensure beneficiary reach
- Includes measuring beneficiary satisfaction with digital channels
Digital Service Quality
Ensuring quality of digital services through clear performance standards.
Digital Channels & Services
Identifying and efficiently managing all channels through which the entity delivers services.
The eight criteria
| Axis | Criterion | Description |
|---|
| Digital Service Quality | Service level agreements | Defining and measuring SLAs for digital channels |
| Digital Service Quality | Performance indicators | Tracking digital service quality KPIs and improving them periodically |
| Digital Service Quality | Beneficiary satisfaction | Measuring and analysing beneficiary satisfaction with digital services |
| Digital Service Quality | Quality assurance | Applying testing and QA processes before service launch |
| Digital Channels & Services | Multi-channel availability | Providing services through multiple channels: portal, app, contact centre |
| Digital Channels & Services | Channel integration | Ensuring a unified, consistent experience across all digital channels |
| Digital Channels & Services | Service catalogue | Documenting and classifying all services in a central catalogue |
| Digital Channels & Services | Service digitisation | Transforming traditional services into fully digital offerings |
Implementation guidance
01
Inventory current channels
Catalogue all channels through which the entity currently delivers services.
02
Assess service quality
Measure each service and channel against approved performance indicators.
03
Design channel strategy
Develop a plan for channel integration and digital service expansion.
04
Measure satisfaction and improve
Collect beneficiary feedback and improve services based on analysis.
Key takeaway
Channel integration and service quality are two sides of the same coin: an outstanding beneficiary experience requires attention to both.
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