Complaint Submission Service (Mubasher)
Mubasher System is a channel for submitting and tracking requests and inquiries, while Liqaa System enables beneficiaries to book appointments with specialists. Both systems are used by beneficiaries from within and outside the University. In its proactive model, the system monitors the request processing time. If the specified processing period is exceeded without the request being closed, the system escalates the request, schedules a Liqaa appointment with the specialist, and notifies the beneficiary without requiring any action from them.
Proactive Action : Proactive Escalation from Mubasher to Liqaa
Description : If a “Mubasher” request exceeds the specified processing period without being closed, the system automatically escalates the request to the competent department, schedules a “Liqaa” appointment with the specialist, and notifies the beneficiary and the responsible officer of a new processing timeframe and a documented follow-up process.