The institution provides accurate and easy to understand information on its programmes and services, through various channels.

The communication directorate plays a key role in ensuring that the information provided through publications, Internet, etc., is directly supportive of the operational requirements of the institution. Good communications will reduce the number of enquiries and in-person visits, and reduce the risk of errors. The information provided across the various channels (mail, email, telephone, Internet, mobile and in-person) must convey the same content even if the format differs. Messages must remain consistent regardless of channel or format. By drawing on ICT, the communication directorate should ensure the use of omnichannel strategies, allowing users to access the same information regardless of their preferred communication channel (mail, email, telephone, Internet, mobile, social media, chatbots or face-to-face visits).