Sign-up Issues

The sign-up support tickets raised by trainees when trying to access TIS Self-Service between September 2022 and March 2023. During the period under review, several trainees experienced challenges signing up. The following issues were identified:

1. Invalid email: Some trainees had difficulty signing up because their email addresses were not recognized or different from the one held by the local offices.

2. Pre-sign-up/Error message: Some trainees encountered error messages that prevented them from creating accounts during the sign-up process.

3. Not receiving invitation: Some trainees did not receive invitations to access TIS Self-Service which requires them requesting for support.

4. Incorrect link: A number of trainees received outdated links to access TIS Self-Service.

The identified support tickets do not require the input of the Dev team. Instead, local offices can provide appropriate information and support to trainees to prevent these issues from arising. To prevent these issues from recurring, the following recommendations are suggested:

1. Provide clear instructions to trainees during sign-up process: this will help to minimize errors and prevent invalid email addresses from being used during the sign-up process.

2. Send invitations in a timely manner: Invitations to access TIS Self-Service should be sent out in a timely manner to ensure that trainees have enough time to sign up to TIS Self-Service.

3. Provide up-to-date links: Trainees should be provided with up-to-date links to access TIS Self-Service. This will prevent them from receiving outdated links that may prevent them from accessing the web platform.

Sign-up issues for TIS Self-Service can be prevented by ensuring that trainees have access to the correct information and providing clear instructions during the sign-up process. Local offices should take steps to prevent these issues from recurring to ensure that trainees have a seamless experience when interacting with TIS Self-Service.

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