The Regional Service Centre Entebbe (RSCE) has launched a new client service tool for the administration of Uniformed Personnel benefits and entitlements.

The tool called “Service Request App” was developed using Power BI and its use was piloted in the UN Interim Security Force in Abyei (UNISFA) since August 2024.

Developed in collaboration between RSCE Uniformed Personnel Service Line (UPSL) and the Quality Assurance and Business Intelligence Unit (QABI), the tool aims to enhance client experience by accelerating the processing of service requests for entitlements and benefits, streamlining processes and standardizing requirements and monitoring service delivery.

With the ability to self-validate, quality checks on forms are handled automatically and in real-time. Supporting documents are also saved automatically to SharePoint which allows for faster processing. The tool removes the need for emails to Human Resources Partners (HRPs) and Finance Assistants (FA) at the Service Line, as all the information is captured in the App.  

“The tool is straightforward and user-friendly; with a single click, users can directly access pending service requests, allowing them not only to take prompt action but also to monitor the status of other requests” says Emily Ingosi, Service Line Manager, UPSL.

The tool is also equipped with performance monitoring capabilities that flag delays and alert the Service Line to pending and aging service requests. Focal Points receive real-time notifications and advice on progress and which processor, either HRP or FA, has been assigned to process their request. When the main processors are away on leave, the service request will be routed to those that are available.  The tool also provides dashboards for both the RSCE and the Mission to assist with monitoring of services processed.  

Another process that the tool eliminates is uploading of forms into SharePoint repositories. Once a client has entered all documents through the tool using the standard templates, they are automatically uploaded into the appropriate folder in SharePoint.

“The app performs well in terms of speed, and the quality-of-service is high. The accuracy of the submissions has also been impressive, yielding positive results from our clients, reducing errors and miscommunications.  In terms of quality, the app is responsive in that it updates immediately after an action is taken and a notification is sent to the focal point” says Teddy Namulinda, HR Assistant with the UPSL.

“Our clients have expressed high satisfaction with the App. They appreciate the transparency and efficiency it brings to the workflow and the ability to track service requests in real-time, has been particularly valuable” notes Jonathan Kyeyune, Finance Assistant with UPSL.

The tool is a one point of entry for all UPSL transactions which standardizes requirements for all transactions across client missions.

“Since the app was established last year, I have found it very useful. The system is now more user-friendly when it comes to uploading documents. As the focal point in UNISFA, I would like to highlight that the speed in processing our requests has improved significantly. One of the positive aspects is that we are in close contact with our focal point in RSCE, who always keeps us informed regarding our queries.” Daphne Sandino, UNPOL Section, UNISFA

During the latest RSCE Client Service Satisfaction Survey, it was noted that UNISFA scored highly, which could be attributed to the use of the app. The RSCE is now in the process of rolling out the tool to the rest of the client missions.

The tool is under review for adaptation for use by other Service Lines within RSCE.