Developing the Beneficiary Service Management Strategy
Enabling beneficiary-centered transformation through data-led classification, journey prioritization, and improvement tracking.
Completed
Project Gallery
Project Overview
Project Components
Over twelve months, we built an integrated framework for Weqaa Center to identify and classify beneficiary segments and plan their journeys across five phases: data and business understanding; flexible classification and governance; personas and a journey atlas; prioritization through 10 workshops and indicators; and conversion into executable improvement plans with measurement, testing, and follow-up.
A. The Challenge
Weqaa needed a unified, data-based method to classify diverse beneficiaries, design end-to-end journeys, prioritize improvements, and monitor results, reinforced by clear governance, roles, and customer data quality metrics.
B. Our Solution
A five-phase program established classification and governance frameworks, personas and a journey atlas, prioritized journeys via 10 workshops and indicators, and translated outputs into executable, monitored improvement plans supported by customer data Key Performance Indicators (KPIs).
C. Key Achievements
Delivered consolidated documents, models, maps, and a measurement system; defined role-based data governance and access; created personas; set journey, touchpoint, and relationship KPIs; tested solutions and iteratively updated maps to raise service efficiency and beneficiary experience.
Project Summary
Project Information
Client:
National Center for the Prevention and Control of Plants Pests and Animal Diseases (Weqaa)
Value:
4,788,400 SAR
Start Date:
September 5, 2024
End Date:
September 4, 2025
Duration:
Twelve months
Project URL:
Status:
Completed
Additional Information
The Client Name :
+966 800 247 0000
The Client Email :
info@weqaa.gov.sa
Taxonomies
Service Area:
Customer Experience
Client Sector:
Government & Public Entities