Transcripts Order in OAU 2: The
Problems and the Possible Solutions
With no
beating around, I’ll like to start highlighting why transcripts services are
awful in OAU, and it is majorly—first of all—because OAU decided to hand over
totally their transcripts services to ETX—a startup company for that matter.
Not that it is bad to try out a startup company and help them grow, it only
becomes bad when: one, OAU hands the transcripts services over to the company
100%; and two, the company refuses to leave the status of a startup company
after five years of handling such big project.
OAU’s
alumni base gets bigger and bigger every year, and the need for their
transcripts gets even bigger too—especially now that everyone wants to travel
to Canada and needs their transcripts for processing such thing. But
unfortunately, ETX is not efficient enough to meet the needs of the thousands
of OAU alumni who request for their transcripts per year. Thereby creating
problems upon problems for the alumni who need their transcripts for a thing or
two. All I'm saying here is, it is totally reasonable that OAU tries to take
their transcripts to the internet, and also totally unreasonable that they
removed themselves totally from every transcripts request services. OAU is a
larger school than that, and there are even schools will lesser alumni base than
OAU that still deal transcripts individually with their alumni, even when thy
have also handed the service to an online transcripts delivery company.
Though
the OAU management is corrupt, as it is most likely that some people in the
management are collecting special bribes from ETX to keep them in the
partnership with OAU, because I believe there is no way OAU as a school does
not know what ETX has been putting their alumni through in getting their
transcripts. However, there still can be solutions to thes. Transcripts order
should be optional: you may order on ETX if you want to (which will favour
people who can’t come down to Ife or who don’t want to); or come down to the
school to request for your transcripts directly from OAU if that’s how you want
it. This would reduce the clients for ETX and get them to treat every other
client they have rightly and also improve on their services.
On the part of ETX, their major problem is
that they have zero follow-up strategies, almost zero feedback system and
customer care. When a client orders for their transcripts on ETX, and
unfortunately there is any problem about the processing of the transcripts or
about delivering the transcripts, ETX just normally leaves the case and forgets
about it, without even getting back to the client who ordered for the
transcripts to update them on the status of their transcripts order. The client
who needs their transcripts would keep waiting for months and months for their
transcripts to get to where they need them until they miss what they need the
transcripts for. Even when the client tries to call the customer care, they
don’t answer calls, and when they do, the respondents are never ever helpful!
The solution to this is simple too, ETX need to have a customer care personnel
that actually understand the management of OAU and can even before contacting
the management give answers to questions from their clients. ETX needs to not
just collect order money and not make sure the orders are fulfilled by all
means, to this they will have to have a follow up team that will always go
about solving the problems any client’s transcripts may be having that may end
up sabotaging the delivery of their transcripts instead of just leaving the
order where it has problems to not get back to it again. ETX need to improve on
their feedback system, a client who orders for their transcripts online need to
be getting alerts at good intervals on the level their transcripts order has
gotten and information on what's wrong with their order when something goes
wrong (that one they put on their web about your order is not even informative
enough!). And to add to this, why must a normal transcript order take several
weeks or months to be delivered even when the transcripts have no problem at
all? I believe there are ways the bureaucracy could be reduced so that all
paper works about every normal order could be done in maximum 2 days, and the
transcripts can be on their way to their owner by the 3rd or 4th day. The
completion of a transcript order should not take more than one week in the
worst case! ETX, please up your game!
Read the first part of this write-up here: Transcripts Order in OAU 2: The Problems and the Possible Solutions
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