Beneficiary Experience Index Development
Creating a data-driven Beneficiary Experience Index to benchmark and improve service delivery.
Completed
Project Gallery
Project Overview
Project Components
We assessed the Ministry's institutional maturity in delivering beneficiary experiences and developed a Beneficiary Experience Index based on the Forrester CX Index. The project included maturity assessments, prioritisation frameworks, experience design methodologies, and benchmarking against leading organisations.
A. The Challenge
The Ministry needed to understand the maturity of its capabilities to deliver consistent beneficiary experiences and to prioritise initiatives based on reliable data. Existing metrics were limited and lacked industry benchmarking.
B. Our Solution
We conducted a maturity assessment of experience capabilities, developed a customised Beneficiary Experience Index aligned with the Forrester CX Index, and delivered recommendations covering indicator distribution, priority drivers, and comparative analysis with other government entities.
C. Key Achievements
The project established a quantifiable index to guide experience improvements, provided actionable insights on capability gaps and priority initiatives, and positioned the Ministry to systematically enhance beneficiary satisfaction.
Project Summary
Project Information
Client:
Ministry of Human Resources and Social Development
Value:
1,687,500 SAR
Start Date:
July 12, 2019
End Date:
April 7, 2020
Duration:
Nine months
Project URL:
Status:
Completed
Additional Information
The Client Phone :
19911
The Client Email :
info@hrsd.gov.sa
Taxonomies
Service Area:
Customer Experience
Client Sector:
Government & Public Entities