Improving Beneficiary Experience Program
Enhancing trust and satisfaction through a unified experience programme
Completed
Project Gallery
Project Overview
Project Components
This programme for the Ministry of Economy and Planning sought to enhance the experience of citizens and businesses when interacting with government services. It designed customer journey maps, established service standards and feedback channels, trained frontline staff, and implemented a continuous improvement framework to build trust, increase satisfaction and support national welfare.
A. The Challenge
Government service users had rising expectations but lacked a unified, customer‑centric experience, undermining satisfaction and trust in public services.
B. Our Solution
A beneficiary experience programme was established with clear service standards, end‑to‑end journey design, feedback mechanisms, and targeted training to embed a culture of service excellence across departments.
C. Key Achievements
Service journeys were redesigned based on user insights; satisfaction levels rose; a measurement system and governance model were implemented; and employees adopted customer‑centric behaviours.
Project Summary
Project Information
Client:
Ministry of Economy and Planning
Value:
4,500,000 SAR
Start Date:
August 23, 2021
End Date:
August 23, 2022
Duration:
One year
Project URL:
Status:
Completed
Additional Information
The Client Phone :
+966114011444
The Client Email :
ministry@planning.gov.sa
Taxonomies
Service Area:
Customer Experience
Client Sector:
Government & Public Entities