Friday, March 29

Ibermática improves the computer support of the UNED


Iberian UNED

The National Distance Education University (UNED) and Ibermática have renewed the agreement whereby the technology company will continue to lead its user and student service center for the next few years. And it will do so with important improvements, such as the new specialized attention via WhatsApp and specific groups, such as foreign students, those over 65 or with disabilities; new dashboards built on Power BI; or educational video pills, among others.

Ibermática will continue to provide technical support services to users and students of the UNED in the coming years, solving possible incidents of the more than 200,000 people who can be digitally related to the university institution, including teachers, students and administrative staff. Annually, more than 205,000 requests are attended to, which places this distance university service as one of the benchmarks in the Spanish market.

On this occasion, Ibermática implements a wide range of improvements in the service, aimed at eliminating barriers, as is the case of the new support channel via WhatsApp, with a built-in chatbot, as well as personalized attention to different groups: People with disabilities, students foreigners, or over 65 years old, and people with difficulties to relate through technology. Thus, as explained by Jorge Flavio Bujanda, Director of the Consumer sector at Ibermática, “all of them will have a personalized service, with more agile responses, and with greater accessibility, quality and efficiency”.

Ibermática will continue to provide technical support services to users and students of the UNED in the coming years

Likewise, the Vice President for Technology of the UNED, Rocío Muñoz Mansilla, underlines the contribution of value in the service, “because with the new improvements incorporated we achieve a greater amplitude in the dissemination of messages”. Muñoz Mansilla also highlights the incorporation of educational video pills on usual technological processes, “which will allow users to increase their digital skills, something essential in a distance education institution, also contributing to greater service efficiency, increased digital skills and a reduction in queries received at the User Service Center”.

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Both managers also highlight the reduction in the resolution times of the Service Level Agreements (ANS) “which will improve the functioning of the university activity and therefore the satisfaction of the user”, or the new dashboards with power BI, “that offer real-time visibility of service information and allow greater agility in decision-making”.

Other improvements are the audit and monitoring of telephony configuration to optimize the service, the remote control system in support of students with ISL technology to reduce incident resolution times, or the daily, monthly and service improvement proposal reports. CAU-TIF and specialized Technical Services, with which it is expected to reduce the volume of incidents and queries, also improving resolution times.

With the renewal of the contract, the UNED will continue its technological transformation hand in hand with Ibermática, as they have been doing for the last 16 years, offering computer technical support in faculties, schools, work centers and more than 100 offices located both in national territory , as abroad.

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