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SERI ISKANDAR, April 8 -- Universiti Teknologi Petronas (UTP), one of the leading universities in the region, has earned the coveted CXP Best Customer Experience Awards 2020 for the university’s commitment in providing continuous excellent customer service to its stakeholders.
The CXP Best Customer Experience Awards 2020 is the first and only regional awards for excellence in customer experience, where it is judged by the organisation’s own customers.
UTP vice-chancellor, Prof Dr Mohamed Ibrahim Abdul Mutalib in a statement today said, the accolade is an affirmation that the university’s efforts in improving its customers’ experience are being recognised by its stakeholders.
“We must always understand our customers' pain points. Only then, can we come up with the best and workable solutions for our customers, be it the one who receives the services or the one who delivers the services.
“We will continue to strive for excellence and raise the bar in providing exceptional and wholesome customer experience and service to our customers, especially to our students,” he said.
Mohamed Ibrahim added the university’s enthusiasm in continuous customer engagement, in particular the delivery of excellent customer service, is expressed through the creation of a one-stop centre.
A digital platform one-stop centre known as the Unified Customer Service (UCS) emphasises the university’s unified approach in delivering customer services to all the stakeholders, he said.
“The UCS is the next leap forward in UTP’s delivery of improved and effective customer service to stakeholders using a single platform instead of various communication channels such as e-mails, phone calls or digital forms.
“With UCS, everything is at the fingertips of the university’s stakeholders, thus creating effective communication and interaction between UTP and its stakeholders,” he said.
He also highlighted that leveraging on the advancement in information and communication technology to support the university’s core pillars has become critical especially for the purposes of improving academic delivery, improving research capabilities, enriching students’ campus experience and enhancing operational excellence.
To address these purposes, Mohamed Ibrahim said the university has embarked on a two-phase UTP Digital Transformation Programme or GENESYS.
“The first phase aims to strengthen the core foundation which consists of initiatives in improving campus IT infrastructure, upgrading the student information system and library system and enhancing the Enterprise Content Management System.
“As for the second phase of GENESYS, it aims to establish an environment for the growth and sustainability of the university with eleven initiatives,” he added.
He said that through these initiatives, students and staff would get connected to the secured online information and services through the UTPNexus portal which creates a seamless user experience.