UoN ICT Team challenged to adopt new technologies in resolving customer complaints

The University of Nairobi ICT Team has been challenged to adopt new computing technologies like Artificial Intelligence, AI, in resolving customer complaints and providing solutions to staff and students. This happened during ICT capacity building workshop that took place on May 3, 2019 at Kenya School of Monetary Studies.

University of Nairobi Vice Chancellor, Prof. Peter Mbithi observed that team building is a good time for the department to nurture successful organization culture, promote teamwork and creativity, amplify motivation and play a critical role in aligning ICT strategic plan to help improve teaching and learning, research, innovative use of ICT to provide solutions as well as exploiting artificial intelligence to help in driving enterprise growth strategies. “Cut a niche in providing solutions using artificial intelligence. In the recent past, we have seen an increase in computer crimes and cyber security, I urge you to develop sophisticated systems to prevent computer crimes”, said the Vice Chancellor. The VC was represented by Prof. Stephen Kiama, Deputy Vice Chancellor, Human Resource and Administration.

Prof. Isaac Mbeche, the Deputy Vice Chancellor, Finance Planning and Development, pledged to support the ICT team in achieving their mandate. He pledged to support human resource capacity challenges including training needs by staff.

Prof. Kiama took the opportunity to congratulate on the ICT team for their valuable input. “We value the work you do. It goes a long way in making the University of Nairobi visible”, he said.  He pointed out that computer users; either staff or students who bring their personal computers to the university premises must abide by the ICT rules and regulations.

ICTC Director, Mr. Christopher Moturi outlined the various achievements the team has achieved in the last financial year. These being; launch of the customer experience center, management dashboard, e-procurement system, email migration, online application system, payroll re-engineering, network upgrades, training programs for various staff members and promotions. The User Support Team were applauded for offering ICT support during such events like Vice Chancellors’ State of the University address, Chancellors Career Fair, Research Week, Blue Economy Conference, RUFORUM. The team also offered ICT support during the visits by dignitaries like French President Emmanuel Macron, Italy PM Matteo Renzi among others.

ICT team were taken through the results of a recent survey by Anne Gichuhi, a communication consultant. The results show that ICT personnel are aloof, too distant, lacking human touch and lacking communication skills. It was pointed out that ICT staff need to be trained on the soft skills and customer service. “What customers’ desire include; information, giving alternatives, showing empathy, fairness and friendliness,” she said.

Earlier on, Dr. Susan Muriungi, Clinical Psychologist, outlined the importance of healthy lifestyle for health and effective functioning. She pointed out that people need to have an all rounded biological, psychological, social and spiritual wellbeing. “Components of healthy living include; stress management, proper diet, physical exercise, proper sleeping pattern, good hygiene, personal progress and developing acceptable intra and interpersonal relationships,” she said.

Expiry Date: 
Fri, 2020-05-29 (All day)