In a move reflecting the accelerating pace of technological development in Saudi Arabia, the Ministry of Human Resources and Social Development announced a significant milestone in its digital transformation journey: a 95% reduction in beneficiary visits to its branches. This achievement is a result of the extensive use of the "virtual branch" service and generative artificial intelligence technologies, which have contributed to predicting beneficiary needs and providing proactive solutions aligned with the goals of Saudi Vision 2030.
Context of National Transformation and Vision 2030
This achievement cannot be viewed in isolation from the broader context of the Kingdom since the launch of Vision 2030, and specifically the National Transformation Program, which has prioritized the digitization of government services. Over the past years, the Ministry has worked to re-engineer its procedures, transitioning from a traditional bureaucratic model to a smart and flexible government model. Platforms such as Qiwa and Musaned are cornerstones of this strategy, enabling businesses and individuals to complete their transactions without needing to travel, reflecting the maturity of Saudi Arabia's digital infrastructure.
Record numbers in customer satisfaction and speed of response
Official data from the ministry revealed an advanced interactive system for measuring performance, which yielded the following results:
- Increased customer satisfaction: The overall satisfaction rate reached 87%, driven by the speed of response and the quality of digital solutions.
- Digital response speed: The “X” platform recorded a record response time of only 16 minutes on average.
- Complaints handling: 95% of complaints and reports were closed within a period not exceeding 72 hours.
- Call center efficiency: Waiting time has decreased to 44 seconds, with staff successfully resolving 85% of inquiries on the first call.
Expected economic and social impact
This digital transformation has profound economic and social implications that go beyond simply improving service:
- Locally: Reducing field visits contributes to easing traffic congestion and reducing carbon emissions, as well as saving time and effort for citizens and residents, thus improving the quality of life.
- Economically: This development enhances the attractiveness of the business environment in the Kingdom, as the speed of completing labor transactions is a crucial factor in the “ease of doing business” indicators, which attracts more foreign investments.
- Internationally: This achievement reinforces the Kingdom’s position in the United Nations e-Government indicators, as the Saudi experience has become a model to be emulated in the region.
Inclusivity and institutional innovation
The ministry has not overlooked the importance of inclusivity in its services, launching a specialized sign language service to ensure that people with hearing disabilities have full access to services effectively and independently. In terms of government innovation, the ministry launched the "Creative Rooms" project, which in its first phase targets five sovereign and service-oriented ministries, with the aim of designing operational models that foster a culture of innovation within the government sector.
Awards and international recognition
These efforts culminated in remarkable international success, with the Ministry and its "Qawa" and "Musaned" platforms winning eight global awards at the 2025 International Customer Experience Awards, outperforming major international competitors. The Ministry further solidified its leadership by obtaining ISO 30401 certification in knowledge management and ISO 10002 certification in customer satisfaction management, positioning itself as a pioneer in implementing these international standards and underscoring its commitment to transparency and operational efficiency.
