UEH pioneering the digital transformation journey, taking care of and supporting learners' needs

Pioneering the digital transformation journey, University of Economics Ho Chi Minh City (UEH) has constantly exploited and applied information technology to the management and operation process to improve service quality, ensuring that the needs of learners are addressed most optimally. Specifically, since 2021, UEH has operated online exam systems, implemented authenticated electronic record services, issued electronic short-term course certificates, integrated management systems, and taken care of learners/ partners, stored knowledge on CRM systems and launched an online sales transaction page for the community.

Online testing system

Since October 2022, the online exam has become the main form of testing activity at UEH. Exam organization, examination, and assessment of learning outcomes of candidates and learners at all levels and systems (such as technical requirements for test equipment, monitoring equipment, regulations on the layout of exam space, the process of making problems, regulations for taking the exam…) are elaborated and detailed in the Regulations on organization of the online exam at UEH to ensure the effectiveness and uniformity, fair assessment, and quality in the training work of the University. [https://huongdanthi.ueh.edu.vn/]. This is the official online testing page of the University with links to respective exams, specific instructions on how to take the exam, and the requirements to ensure the seriousness of the exam.

In order to ensure the interests of candidates in taking online exams, the University always has a team on duty to solve problems that candidates encounter. In particular, in case of candidates do not meet the technical requirements for the online exam, they can register for the exam at campuses via the link dangkythi.ueh.edu.vn

Authenticated electronic record service

Over the past time, UEH has received 50-200 applications daily for issuing papers and documents for personal purposes on the e-transaction portal https://es.ueh.edu.vn/. In order to meet the increasing needs of learners and alumni, UEH has applied digital technology and provided authenticated electronic record services through the University's Student Portal system. Accordingly, users only need to access their accounts to print their records or send emails directly to the individual/unit addresses quickly and conveniently, saving time and costs compared to other service requests with the same stamp of confirmation as before. Individuals and units using UEH's authenticated electronic records can look up and verify information at https://student.ueh.edu.vn/e-confirm.

UEH deploys a service of authenticated electronic records with documents, such as: Certificate of learners at all levels/systems to supplement personal records; Certificates of completion of the training program; Certificate of student's payment of course debt; Academic transcripts of courses/systems in Vietnamese/English; Letter of introduction for interns - Survey to collect data; Provisional graduation certificate; Scoreboard for training bilingual students; Certificate of Bilingual Student Scholarship. In addition, in the future, depending on the needs of learners, UEH will monitor and add many other products related to the learning and training process at the University.

Certificate/electronic certification of short courses

In order to create convenience for learners, alumni, and former students in receiving UEH e-Certificates/Certificates of short-term training courses quickly, at the same time, helping units and individuals look up online and verify Certificates/Certificates issued by UEH, the University has applied digital technology and officially implemented Certificates/the Electronic Certificates of UEH short-term training courses from November 2022. This helps to ensure consistency and efficiency in the management and storage of Electronic Certificates/Certificates of short-term training courses issued by UEH.

Accordingly, the UEH Electronic Certificate/Certificate is issued for free online; users only need to access the website chungchinganhanhan.ueh.edu.vn, log in with the student code to download the Certificate/Certificate by themselves, receive electronically and send it directly to individuals/units quickly, conveniently, saving time and costs. When receiving the UEH Electronic Certificate, individuals and units can quickly check the authenticity online.

In case there is a need to use a copy of the original form, learners and alumni can request it and will be issued a copy of the original one (unlimited and charged). For short-term courses for regular university students, UEH issues an e-Certificate for the course or each subject, depending on the training program's content and current UEH regulations.

Integrated management system taking care of learners/partners and the knowledge warehouse on CRM system

UEH Knowledge Warehouse [https://hotro.ueh.edu.vn/] is built to gather and store all necessary supporting information related to the learning, living, and research process of students and trainees at UEH. For example, general information about UEH (missions, achievements, culture...); affiliated campuses; staff; knowledge of levels/systems (Regular University, part-time, postgraduate...); information about innovative services at UEH; information of UEH - Vinh Long Campus;…

Learners can search for information from data directory trees classified by UEH training types. In particular, it is easy to look up information by entering keywords in the search field to filter and find suitable information. In addition, the Knowledge Warehouse also introduces much useful content such as: Portals, Certificates, and Accounts to support learners. Thus, UEH learners will be proactive in finding necessary information quickly on the internet.

With the digitization of the University's activities, the Knowledge Warehouse has been directly connected to UEH's CRM (Customer Relationship Management) system. Therefore, learners can use the "Requirement Management" feature on the Knowledge Warehouse to send support requests/ questions to functional units at UEH; the system will automatically put information into CRM and transfer it to functional departments to respond to learners according to the committed time instead of having to go directly to functional units to receive support and information as before. Learners will receive feedback from UEH via personal email.

Management, caring, and support system for CRM partners/ learners

UEH has built and officially put into operation the CRM system of management, caring, and support for partners/ students for functional units of the university. The birth of CRM aims to improve the quality of student support and care, to accompany and ensure the best experience for learners at UEH.

All channels for receiving information about the University (Email, Phone, Social Network, UEH Knowledge Warehouse, UEH applications for students, ...) through the reception focal point is the Department of Student Affairs (DSA) integrated into the CRM system. Learners and partners will contact when there is a support request or questions from these information channels, and it will be automatically received and assigned to functional units for handling. The system will open a ticket for each partner/ learner's support request. The entire process of receiving information and processing requests will have an email notification for learners and partners to contact for follow-up.

The CRM system connects directly with the data of learners, prospective learners, and partners to form a common database throughout UEH. Support requests from partners/ learners from all reception channels are centrally stored to facilitate optimal request handling.

With the utilities on the system, partners/ learners can be completely assured because questions will always be received, handled, and responded to quickly and accurately. In addition, to improve service quality and listen to suggestions for activities at UEH, each request on the system, when completed, will have a service quality survey by partners/ students to the rating and feedback system.

Online sales page for the community

In 2022, UEH first launched the UEH Community Shop online sales page with products for the community. Here, UEHers can easily find useful economic books as well as creative products bearing the brand colors of the UEH community. In particular, UEH Community Shop operates with the policy of non-profit sales; the difference between revenue and expenditure will be contributed to the Giving to UEH Fund to reinvest in talent incubation activities and international investment, knowledge dissemination, and sustainable action projects of the school.

Pioneering the journey of digital transformation towards a smart university and meeting the training requirements of the new trend, UEH is constantly making efforts to bring quality products for education and training at the School. At the same time, it is the full support and companionship of learners in every journey so that they can confidently acquire knowledge, approach modern educational trends, and become generations of global citizens competitive in the future labor market.

New, photos: Department of Marketing and Communication, Department of Student Affairs, Department of Information Technology, Department of Continuing Training