Two Main Axes · 8 Criteria
Identifying all channels through which the entity delivers services and ensuring digital service quality for beneficiaries.
Digital Service Quality
Digital Channels & Services
| 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 |
Catalogue all channels through which the entity currently delivers services.
Measure each service and channel against approved performance indicators.
Develop a plan for channel integration and digital service expansion.
Collect beneficiary feedback and improve services based on analysis.
Channel integration and service quality are two sides of the same coin: an outstanding beneficiary experience requires attention to both.
