Beneficiary Experience

What Is Improving The Beneficiary’s Experience

What Is Improving The Beneficiary’s Experience



Many organizations and institutions fail to continue their activity or delay their performance, not because of the imbalance in interiordesign, the lack of technology, the inappropriateness of the site, or the inappropriateness of the services provided to the beneficiaries, but because they do not develop to the expectations of the beneficiaries, and the business cannot continue to operate without customers, so organizations and institutions must manage their business in a way that can achieve “beneficiary satisfaction”andthen develop and improve these services periodically and continuously.

Attention to serving beneficiaries through continuous development and training is imperative in order to improve the quality of the services provided in order to achieve a “competitive” advantage, given that the beneficiary’s satisfaction is a passport to the future growth of enterprises and organizations in the business environment.

  • Measuring beneficiary satisfaction.
  • Tools to measure beneficiary satisfaction.
  • Beneficiary Satisfaction Measurement Team.
  • Levels of measurement of the beneficiary experience.
  • Criteria for measuring the satisfaction of beneficiaries of government services.
  • Ways to communicate with our beneficiary service team.
  • The nature of the beneficiary service.
  • Digital infrastructure.
  • The most important terms of reference of the Digital Government Authority.
  • The most important experiences in measuring the satisfaction of beneficiaries of government services.
  • Development of in-prison care.
  • Principles that need attention in their application to prisoners.
  • Development of the services of beneficiaries of police stations.
  • Definition of civil registration.
  • Improving the experience of civil status beneficiaries.
  • Conclusion.

Measuring the satisfaction of the beneficiary yet:

Measuring beneficiary satisfaction is defined as those efforts made through the deanship to determine the satisfaction of beneficiaries with the level of services provided to them, through measurement methods such as (reports – interview – call – questionnaire – survey).


Tools to measure beneficiary satisfaction:

Hidden Shopper Tool:

The Hidden Shopper Tool is one of the tools used to measure the satisfaction of beneficiaries of government services provided to them by public devices, and includes the conduct of secret and periodic visits by some qualified persons to the service centers of the public agencies to carry out evaluations impartially and objectively to know the level of services provided and identify opportunities for development and improvement.

Questionnaire tool:

The questionnaire tool is one of the tools used to measure thesatisfaction of beneficiaries of government services provided to them, and includes the work of multiple surveys based on communication with the group of beneficiaries of government services to answer some questions related to service centers and government agencies and the journey of the experience of beneficiaries while accessing the service.

Focus groups:

The Focus Group is one of the tools used to measure thesatisfaction of government beneficiaries and is formed in the establishment of specialized discussion groups to measure the journey of the experience of beneficiaries of government services and to know their aspirations to improve and develop the services provided to them in the future.


This system deals with measuring the satisfaction of beneficiaries of services provided to them by government agencies

Beneficiary satisfaction measurement team:

Is a team formed to measure beneficiaries’ satisfaction through (complaints – analysis of questionnaires – proposals – processing and improvements)?


• Assess the level of services provided by government agencies to beneficiaries.

  • Contact beneficiaries, learn about their opinions and proposals, and explore their views in order to ensure the quality of the services provided.
    • Analysis of weaknesses and strengths in the performance of the service provided based on the views and proposals of the beneficiaries
    Developing and improving services provided by government agencies.


Levels of measurement of beneficiary experience:


Beneficiary Trip:

Make assessments of the level of satisfaction of beneficiaries during their journey in all the procedures they face while requesting a particular service and are jointly provided by several public agencies.

Service Center:

Make assessments of the level of satisfaction of beneficiaries with service delivery centers, whether they receive the service by visiting the center or digitally.

Government agencies:

making assessments of the level of satisfaction of beneficiaries of government agencies as a whole.

Service provided:

Assessing the level of satisfaction of beneficiaries with the level of services as a whole.


Criteria for measuring the satisfaction of beneficiaries of government services:

Measurement is based on:
  • Service procedures.
  • Speed of service delivery.
  • Ready-made.
  • Output.
  • Performance of employees and employees in the government agency.
  • Electronic system.
Communication is made by:

• Linking to the National Center for Measuring Government Agencies.
•Social media.
•Opinion polls.
• Questionnaires.

The nature of the beneficiary service:

Customer Welcome: The First Impression.
How to show interest in customer complaints and inquiries.
Use the right language for the customer.
The decent view of service providers.


Digital infrastructure:

With rapid developments in the world of technology and the trend of institutions and governments towards digitals in all its services, Saudi Arabia has sought to replace traditional digital processes and develop strategies and plans to reach its goals efficiently and in high quality, in order to seek a digital government that facilitates all services to beneficiaries.

Saudi Arabia has a strong digital infrastructure that has helped accelerate its digital transformation, and the Kingdom has been able to cope with contemporary crises of all services in the private and public sectors, as well as in the continuation of educational processes, businesses and all the requirements of the daily lives of both citizens and residents in light of the spread of CORONA virus.
The Kingdom has been ranked among the top 10 developed countries for its strong digital infrastructure.

Functional strategies for digital transformation:

The Kingdom has developed five-year strategies that include three plans:

First Plan:2006-2010
The Kingdom has been keen to enable all beneficiaries by the end of 2010 at any time and from anywhere to obtain the best government services for a high-quality level and excellence in an easy and integrated way through many electronic means
Plan II: 2012-2016
The Kingdom has sought to empower all beneficiaries of government services in a safe, effective and easy way through many electronic channels.
Plan 3: 2020-2024
It is the current plan that the Kingdom seeks to reach the concept of (smart governments).


The most important terms of reference of the Digital Government Authority:

Approval and implementation of plans, programmes, and policies related to the Commission’s activity. Submit some proposals for draft regulations related to the competences of the Authority, propose amendment and reform of the applicable ones, and raise them in order to complete the rest of the regular procedures involved in the preparation and processing of strategies for the digital government in cooperation with the concerned authorities, in preparation for amendment and reform in accordance with the necessary regular procedures, and adopt them and then supervise their implementation and develop operational plans coordination and cooperation with government agencies with the aim of coordinating and organizing digital works, sites, platforms and digital government services, and the home gate Unified and government networks, including the development of programs, plans, standards and indicators associated with digital government services, digital government business, digital trust services in government agencies, organization of management, operation and associated projects, dissemination to all associated entities, and follow-up compliance with them.

Issuing indicators, measurements, reports and tools to measure the performance of the services of all government agencies and their digital development capabilities, and the satisfaction of beneficiaries.
Follow-up on the extent to which the government authority complies with the orders and decisions issued in the subject of digital transactions, in accordance with the standards set by the Authority.
Follow the digital cloud business with digital services, and cloud-related digital government sector.
Rationalizing and saving financial costs for digital government services, helping to achieve high quality and a better level of service, and establishing the necessary standards and controls.


The most important experiences in measuring the satisfaction of beneficiaries of government services:

The National Application was officially launched through the National Center to measure the satisfaction of beneficiaries with government agencies and the services provided to them. A national application is an interactive platform that helps the beneficiary, whether he is a citizen, visitor or investor, to evaluate the services provided to him by government agencies throughout the Kingdom.

The center aims to support and assist beneficiaries in providing their opinions on government agencies, enabling them to evaluate them, make their observations and submit their proposals in order to improve and develop government services and public agencies according to realistic results from their experience.
A national application contains more than 30,000 government centers and 80,000 well-known government services in more than 1,150 villages, cities and migrations in the Kingdom, in addition to the work of evaluations of electronic services provided by public agencies through its electronic platform and the number of electronic services in the application reached more than 125 services provided by 22 digital platforms.


This application supports decision makers through 3 tools that support public devices:

Electronic reports to be provided to service center managers on a regular and regular basis.
“National Dashboard” to be presented to heads of agencies and district princes.
Quarterly reports representing the journey of the experience of the beneficiaries in full and submitted to the Council of Ministers.

A “national dashboard” allows agency chiefs and district princes to see first-hand the journey of the beneficiary’s experience while receiving services, allowing the electronic reports of service center managers to identify defects and constraints as well as interact with the opinions of beneficiaries and their suggestions to work on the development and improvement of services directly, in addition to the quarterly beneficiary satisfaction reports from which the beneficiary receives his data from the application “Watani”, and the three beneficiary satisfaction measurement tools adopted by the Center and submitted to the Prime Minister, and shared with Quarterly heads of agencies with review sessions.

The National Centre gives a (national) application to measure the performance of government agencies a strong incentive to continue to provide services with every commitment, and to help upgrade and improve services.
– The National Center for Measuring the Performance of Public Services is a government center with administrative, financial and personal independence, and is organizationally linked to the Prime Minister, and chairs the performance of the Council Prince Mohammed bin Salman, and aims to measure the level of services of public agencies and prepare and process periodic reports on the evaluation of the results of measuring the satisfaction of beneficiaries about the quality of services provided to them by public agencies.




Development of in-prison care:


Some prisons must be reviewed so that their locations are as close as possible to facilities and places where services such as courts, hospitals, police stations and some other facilities can be used, and also be easily accessible to facilitate the work of their staff, easy access for families of prisoners without effort or hardship, and their locations are fairly close to the surrounding neighborhoods provided that comfort and tranquillity are available and be healthy.


The buildings must be simplified and easy to move around so that staff or inmates do not suffer any trouble or effort during the transition, prisons should be divided into separate dwellings or borders, and the supervisor, observer or observer room should be in the same bedrooms as guests, preferably With clear-sighted aspects to help the supervisor to supervise the prisoners from all sides, in addition to providing the building with appropriate facilities such as toilets, kitchens and restaurants, and to have spacious rooms and furniture in the form of rows and provide these rooms with lockers.


Prisons must be provided with furniture to carry out work to match the common type in the homes of most prisoners in order to provide a life similar to modern family life.


The Ministry of Interior is keen to take over one of the officers who is recognized for his success and competence to run the prison and is assisted by a certain number of officers and members of the forces necessary to guard the prison at home and abroad to prevent inmates from escaping.

We propose that the social agent participate in the committee for the reception of newly arrived prisoners in prison, to begin with them the necessary social care work as soon as they arrive in prison with the aim of restoring their confidence and removing their fears and conducting professional reassurance process, reassuring him for his family and preparing him for life in prison and the social agent registers the case and the work of the initial social research including preliminary data and then transfer the prisoner for a medical examination and psychological examination, then develop a diagnosis of his condition and develop the necessary treatment plans.


Among the principles that need attention in their application to prisoners are:


We suggest that each prison be assigned one or more doctors, but the number of doctors does not fit the number of prisoners at all, especially since prisoners are locked up walls and it is difficult to go to the hospital, and it is noted that there are no necessary doctors in prison, especially psychiatrists who are relied upon in the process of treatment and rehabilitation within the prison, where a full medical team is required to empty the prisons and a sufficient number of nurses, doctors, and specialists.

Religious care:

The most important means of evaluation and reform is to awaken the religious preacher in the hearts of prisoners, and to make religious care programs for them, the voice of conscience and religious preacher are the basis of the treatment and evaluation of prisoners and turn them into equal salq citizens.

Educational care:

Science in our time has become one of themost important necessities of life such as water and air, and education for the deviant human being makes him regain his self-confidence and keep him away from mistakes and make him feel his dignity and humanity, he does not commit any other crimes and there is no doubt that there are advantages and positives in the education programs within prisons starting with literacy, which has achieved great results in the past years, but there are drawbacks such as that the number of workers in the educational process is not commensurate with the increasing number of prisoners. We propose the establishment of educational units within the prison and equipping them with teachers, textbooks and curricula.

Psychological and social care:

Social and psychological care is one of the most important aspects of specialization, which is the mainstay of work and its basis in contemporary prisons, so it is necessary to appoint enough psychologists and social workers for psychological and social work in various aspects, including in relation to working with groups inside and outside the prison, including educational, cultural, sports and recreational aspects.

Vocational training:

The importance of attention to professional and industrial activity within prisons hasrecently increased, so it is necessary to provide and establish workshops and factories that give the largest number of prisoners the opportunity to train in multiple professions.
Police stations.


Development of the services of beneficiaries of police stations:

With the huge qualitative shift in the tools and qualification of police officers, the expansion of digital operations and the tremendous technological progress, which is in line with the administrative development processes that led to the accuracy, speed and ease of policing, which has led to improved performance and accuracy of information, investigations and speed of services, police stations have ways and tools to collect information, which facilitates the process of investigation, in addition to providing services to citizens quickly and easily, such as card extraction, renewal of traffic licenses, passport extraction and many other services associated with millions of people, which were a heavy burden on both sides.

In the area of crime, there is work to follow rapid developments and advances in the underworld, which have become particularly interconnected in international fraud, antiquities theft, cybercrime and other international crimes, as well as the expansion of the establishment and establishment of criminal research laboratories and modern and interconnected information centres in raising the level of qualification for officers and individuals.

We have seen the results of this qualitative shift in many services to such as the police presence and developments in police stations and the speed of arrival of rescue cars and others, in order to be police services at a high level of quality, and to strengthen the relationship between the police and the citizen to prove the pillars of mutual respect between them,policeofficers are present during the presence of curfews, during the outbreak of epidemics and diseases, and at any risk or actions of thugs, police officers expose themselves to many risks without complaint or complaint even in periods of extreme cold or extreme heat that cannot be tolerated.
To find the citizens of the police to protect them and their sanctuary, which is the true image of the police, which the people of evil have sought so much to sabotage in many ways.



Civil Registry


Definition of civil registration:

Civil registration is defined as permanent, compulsory, continuous and comprehensive registration of the characteristics of vital facts
Associated with citizens, this is done with the aim of creating and writing legal documents to ensure recognition of legal personal identity. These records are a major source of vital statistics work. Therefore, comprehensive coverage of civil registration, timeliness and accuracy is therefore the most important necessity for the establishment of vital statistics, which include births, deaths, marriages and divorces.
Vital statistics and civil registration play a key role in facilitating monitoring progress in development and development objectives, and the Civil Registry is a source of up-to-date and ongoing information on population, birth and mortality statistics. These statistics form a denominator of a range of population indicators and statistics in the objectives of continuous development and development.
Civil registration data and full biological statistics provide policymakers with better and more comprehensive data and information on which to base plans and policies to implement the Sustainable Development Goals.

Among the objectives of vital statistics and civil registration is to provide support and assistance to developing countries to develop and improve the quality, documentation and detail of their statistical data, of which the registration of vital statistics data and civil registration is an integral part of it.

Arab countries have civilian registration centres, but some are unable to produce vital statistics in accordance with international recommendations and standards. This is due to the lack of defects in registration or incompleteness, and the lack of adequate capacity in some countries.


Improving the experience of beneficiaries of civil status:

Civil conditions are one of the important sectors of government services that receive thousands of citizens daily in their places scattered in all cities, where they have received support and development in a modern and rapid way in the past days, in addition to the development of buildings and the use of the latest devices that made it easier for citizens and residents of the country to access services as soon as possible and effortlessly.

In the coming days, civil conditions will be extended by mobile cars equipped to extract the identification papers of citizens and national number cards, these cars are well equipped and solar powered and target places that are witnessing a large demand of citizens, in addition to directing them to the hamlets and villages to extract the citizens’ identification papers in a real-time.
Civil conditions have also made it possible to provide some services through the “Col Center” and the required service is delivered to citizens by mail with their residence.

The extraction of identification papers and family registration, divorce, marriage and birth certificates was also made available in 13 different languages, including English, German and French, and these facilities were made available for the comfort of citizens, saving them trouble, and not resorting to the offices of the identification papers.
Developments were not limited to digital, but buildings were developed to receive citizens wishing to extract identification papers, many of which were upgraded, and new buildings were established, and working hours were extended in some of them for an hour to 9 p.m., to reduce congestion and relieve pressure on buildings.


Public Prosecution Service


Development of the services of the beneficiaries of the Public Prosecutor’s Office:

An administrative unit has been established in the Public Prosecutor’s Office called the Digital Transformation Unit, with the aim of achieving excellence in digital solutions and services during the kingdom’s target vision 2030.
The aim of the decision is to accelerate the implementation of digital transformation services and initiatives, and to provide digital solutions and services to the beneficiaries of the Public Prosecutor’s Office, both inside and outside the public prosecutor’s office, to maintain public funds for the state, in addition to enabling capabilities to use service intelligence models.

The unit is interested in taking advantage of digital platforms in siding and speeding up the work of the public prosecutor, improving the experience of all beneficiaries of the public prosecution inside and outside it, achieving integration with relevant authorities, preventing duplication and standardizing procedures, as well as raising the level of quality and efficiency of performance and effectiveness of implementing digital services in the public prosecutor’s office.

Plans and initiatives are being made to take over digital transformation services and develop and support business models in the Public Prosecutor’s Office, to transform into smart and digital models, the use of artificial intelligence tools and data analysis, in addition to the work of procedures, and the implementation of digital services is supervised in the Public Prosecutor’s Office.

This decision coincides with the holding of the annual “L17” symposium of the Public Prosecution of Accounting, whose theme is about government oversight work during artificial intelligence and digital transformation, which is held remotely in partnership with the Saudi General Authority for Artificial Intelligence and Data, and with the participation of a group of specialists and experts in the topic of the symposium.



Measuring the satisfaction of beneficiaries is a process that gives government stakeholders a full and clear picture of the level of performance of the services provided based on information technologies and systems and their progress to achieve their objectives, and reports on measuring the experience of beneficiaries help to provide information to those who provide information to those who provide these services with the constraints they face while achieving the goals, opportunities for development and improvement during appropriate decision-making, in order to ensure continuous and systematic development of performance, in addition to enhancing transparency by sharing the results of performance evaluations with government agencies.




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