Communication with constituents holds a significant role in any institution's support services quality, employee efficiency, and employee productivity. In the UP Open University (UPOU), communication with constituents is mainly done via emails. While email is perfect for one-to-one communication, it doesn't work half as well for managing many-to-many conversations like a helpdesk system would. As a pioneer in open and distance e-Learning (ODeL), UPOU continues to explore information and communication technologies (ICT) that enhance the provision of its support services.
In 2019, through the Office of Public Affairs (OPA), the UPOU utilized a helpdesk software to streamline its support services to its students, faculty, staff, and to the public–or what we collectively call "constituents." The UPOU Helpdesk lets our constituents easily get help, and it lets our staff efficiently provide support. This video will show the features of the UPOU Helpdesk and how UPOU uses these features to streamline its support services.