Q.
|
What
services does the Customer Care Unit (CCU)
offer ? |
| |
|
A. |
The Customer
Care Unit offers the following services:
• |
Routing customers to the
appropriate department / entity and service
provider from reception area |
• |
Processing of applications for internal
calls and MPO calls |
• |
Assuring that the Customer Care Office
in Gozo is adequately supplied with all
information regarding calls for application
and ensuring that after the closing date
all applications are received for vetting
at the CCU, MEYE, Floriana |
• |
Issuing results |
• |
Completing recruitment forms (salaries/NI/Tax)
for newly recruited employees |
• |
Registering booking for Despott Hall
and Foyer, MEYE, Great Siege Road, Floriana |
• |
Answering complaints and queries, communicating
information to the general public/teaching
grades/students through e-mail, telephone
or personal contact |
• |
Guiding customers to the MEYE, Welfare
Section, Guidance and Counselling Unit,
EUPU, National Curriculum Centre and
other schools /centres / units which
are not situated within the MEYE’s
premises in Floriana |
|
| |
|
Q.
|
What
kind of service is expected from CCU? |
| |
|
A.
|
The staff
at the Customer Care Unit are competent to:
•
|
Treat customer courtesly
and respectfully |
•
|
Pay individual and confidential attention
to customers’ complaints and requests |
•
|
Answer queries or requests in the shortest
possible time |
•
|
Deal with complaints quickly and fairly |
•
|
Answer phone calls promptly |
|
| |
|
Q.
|
How can
a customer help CCU, to provide a better service? |
| |
|
A.
|
A customer
can help CCU to offer a better service by:
•
|
Providing CCU with all
necessary information about a case /
complaint |
•
|
Reading the call for application thoroughly |
•
|
Completing all application forms clearly,
using block letters |
•
|
Submitting all expected documents,
as specfied in the call for application,
including CV in Europass format (www.cedefop.eu) |
•
|
Applying for a particular call in the
stipulated period specified in the said
call for applications |
• |
Checking whether all customers have
available all necessary and completed
documents before they are referred to
the relevant Department or office |
|
| |
|
Q.
|
How can
a customer ask for information and what is
available at Customer Care Unit? |
| |
|
A.
|
The information
can be requested:
•
|
Via telephone -
2598 0000 |
•
|
Freephone : - 8007
2330 |
•
|
Via generic e-mail account – customercare.meye@gov.mt |
•
|
Calling personally at CCU |
•
|
Through the customer care system, linked
with Office of the Prime Minister, via
servizz@gov.mt implemented by Quality
Service Charter |
Services available :
•
|
Filling of relevant forms
for newly recruited employees |
•
|
Amending tax forms (FS4), bank accounts,
change of posting |
•
|
Communicating with the Salaries Section,
operating in Gozo about various queries
and issues related to salaries, tax,
social security and bank accounts |
•
|
Booking for the use of Guzeppi Despott
Hall and Foyer area at MEYE,Great
Siege Road, Floriana |
•
|
Guiding customers to the appropriate
College Co-ordinator, and if Public Officer
concerned is not available, providing
them with contact details and taking
note of their particulars. |
|
| |
|
Q.
|
How can
an NGO, other entities and individuals apply
to use the Guzeppi Despott Hall, Ministry of
Education Floriana for functions and meetings? |
| |
|
A.
|
The appropriate
application form can be completed approximately
1 month in advance, as follows :-
•
|
Referring to CCU Floriana,
the relevant application form which may
be downloaded from here |
•
|
Forwarding via Fax – 21225630 the endorsed application to CCU- Floriana |
•
|
Calling personally at the offices at
the Customer Care Unit, Great Siege Road,
Floriana |
•
|
Dispatching the application form through
the postal service, mailing it to the
Customer Care Unit, MEYE, Great Siege
Road, Floriana |
|
| |
|
Q.
|
What happens
after an application form is received at Customer
Care Unit? |
| |
|
A.
|
When
an application form is received at the CCU
:-
•
|
The application is vetted,
ensuring that it had been correctly completed
and all the relevant documents are attached
to it |
•
|
When a customer calls personally at
the CCU an acknowledgement receipt is
promptly issued to the customer concerned
by CCU |
•
|
After the closing date/time all applications
are forwarded to the respective sections |
|
| |
|
Q.
|
What do
customers expect from the Customer Care Unit
staff? |
| |
|
A.
|
Customers
expect that members of staff in CCU are :-
•
|
smart and polite at the
very first instance |
•
|
Good listeners |
•
|
Able to treat, in strict confidence,
delicate matters in a private office |
• |
Be effective and efficient |
|
| |
|
Q.
|
Other Services
and facilities provided by Customer Care Unit |
| |
|
A.
|
Routing
customers and providing with contact details
as regards other entities within our Ministry
:-
•
|
Employment and Training
Corporation |
•
|
Kunsill Malti ghall-Isport |
•
|
Occupational Health and Safety Authority |
•
|
Department of Industrial Employment
Relations |
• |
Examinations Department |
• |
Libraries |
• |
Insitute of Tourism Studies |
• |
MCAST |
• |
Junior College |
• |
University of Malta |
• |
NGO’s and Government Departments
refer to CCU materials
which are distributed by CCU on their behalf to state and non state
schools |
|
| |
|
Q.
|
How can
an application form be acquired: |
| |
|
A.
|
An
application can be acquired from :-
•
|
Downloading an application
form through website : www.education.gov.mt |
•
|
Downloading it through internet from
Department of Information website : www.doi.gov.mt |
•
|
Available from the Customer Care Unit
offices at Floriana and Victoria Gozo |
|
| |
|
Q.
|
How
can a person trace a school leaving certificate
if the school has closed down? |
| |
|
A.
|
An appropriate
application form has to be completed including
all relevant dates and information, endorsed
and submitted to School Library Service - Iklin.
An application can be acquired either from
CCU
offices at Floriana and Victoria Gozo
or
by downloading it from website : www.education.gov.mt |
| |
|
Q.
|
How can
an individual apply for supply learning support
assistant (facilitators)? |
| |
|
A.
|
The call
is issued as the need arises |
| |
|
Q.
|
How would
the general public be aware that a vacancy
within MEYE or any other Government Departments
has arised ? |
| |
|
A.
|
The
general public would be aware of a vacancy
in MEYE
or any other
government department by
:
•
|
Accessing the Department of Information Government website – www.doi.gov.mt and open the link employment opportunities |
•
|
Calling on Freephone – Department of Information - 153 |
•
|
Calling on Freephone – Customer Care Unit - 8007 2330 |
|
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|
Q.
|
How can
customers express their satisfaction or otherwise
concerning the services available at the Customer
Care Unit? |
| |
|
A.
|
Customers
are encouraged to express their views and
ideas which may be essential to improve the
services
of CCU, by addressing them to :
Mr H. Mizzi – Assistant
Director (Support Services),
MEYE, Great Siege Road,
Floriana
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