Center: The National Center for Government Resource Systems
Beneficiary Experience: The general perception and feelings beneficiaries have toward the center and its services, based on their interactions and experiences, reflecting their satisfaction with the quality and effectiveness of this experience.
Beneficiaries: Citizens, residents, visitors, government entities, private sector or non-profit organizations within and outside the Kingdom that need to interact with the center to obtain services.
Beneficiary-Centricity: The center’s approach to engaging with beneficiaries to understand their aspirations and prioritize their needs and requirements when designing digital services.
Touchpoint: Any interaction between the beneficiary and the center, such as visiting the website, using Etimad platform, calling Etimad support, sending an email, or any other communication channel.
Adopting a Beneficiary-Centric Culture: Developing and implementing strategies, methodologies, and mechanisms that help reinforce this culture.
Beneficiary Participation: Strengthening the role of beneficiaries and transforming them into active partners in developing and improving services by identifying their ideas and views on their service experience.
Digital Services: Services that can be accessed through digital channels.
Procedure Documentation: Documenting, modeling, and standardizing internal procedures to ensure consistent, high-quality beneficiary experiences.
Procedure Improvement: Simplifying and improving internal procedures to enhance beneficiary experience and meet their expectations.
 

This policy covers key organizational aspects related to beneficiary-centric principles and the adoption of such a culture at the center, applying to all sectors and employees, encompassing all interactions between beneficiaries and the center.

The National Center for Government Resource Systems is committed to applying beneficiary-centric principles and practices to balance beneficiary needs and expectations with its objectives and strategy. Every interaction between beneficiaries and the services provided by the center should reflect institutional values, meet beneficiary expectations, and contribute to long-term loyalty.

1.1 The Business Performance and Beneficiary Relations Department – Beneficiary Experience Division shall establish a vision and strategy for the beneficiary experience that embraces the concept of beneficiary-centricity and aims to deliver an effective, beneficiary-focused experience across all service interaction points.
1.2 A dedicated team shall be formed to manage and enhance the beneficiary experience, responsible for driving the shift toward beneficiary-centricity, with clear accountability for leading beneficiary-focused initiatives and ensuring continuous improvement.
1.3 The Business Performance and Beneficiary Relations Department – Beneficiary Experience Division, in collaboration with the Change Management and Training Department, shall work to promote a culture of beneficiary-centricity among employees and equip them with the necessary skills through continuous training and workshops to understand and effectively respond to beneficiary needs.
1.4 Recognize and celebrate employees who contribute to delivering an exceptional beneficiary experience, and share success stories and best practices that enhance beneficiary satisfaction.
1.5 Ensure the availability of multiple communication channels to deliver services to all categories and types of beneficiaries.
1.6 The Products Sector shall ensure that service delivery platforms supporting beneficiary interactions are regularly updated and integrated to provide a seamless and efficient experience, while ensuring that every interaction across all center-affiliated channels adheres to a unified set of guidelines and standards for consistency and reliability.
1.7 Provide appropriate tools to understand beneficiary needs and manage their expectations.
1.8 The Governance, Compliance, and Risk Sector shall conduct regular reviews of the policy to assess its relevance and effectiveness in light of regulatory changes, beneficiary feedback, and emerging trends, ensuring alignment with the center’s objectives.
 

2.1 The Business Performance and Beneficiary Relations Department – Beneficiary Experience Division, in collaboration with the Change Management and Training Department, shall organize workshops and events to promote beneficiary-centric concepts and provide tools and methods for collecting and analyzing beneficiary feedback, comments, and suggestions to enhance trust and satisfaction with the center’s services.
2.2 Adopt effective methodologies to measure the impact of implementing beneficiary-centric practices.
2.3 Engage beneficiaries in addressing issues and challenges they face when interacting with the center’s products and services, prioritizing their needs, preferences, and expectations.
2.4 The Business Performance and Beneficiary Relations Department – Beneficiary Experience Division shall continuously invite beneficiaries to participate in activities and events aimed at designing solutions and improving services, ensuring responsiveness to their feedback and requirements, and maintaining communication channels throughout all decision-making processes.
2.5 The Business Performance and Beneficiary Relations Department – Beneficiary Experience Division shall develop and periodically measure key performance indicators (KPIs) to assess beneficiary satisfaction with services and the success of initiatives that promote beneficiary-centricity, based on defined and standardized benchmarks.
 

3.1 The Business Performance and Beneficiary Relations Department – Beneficiary Experience Division shall establish enabling policies to adopt the concept of beneficiary-centricity, including:

• Measuring the beneficiary experience.
• Improving the beneficiary experience and enhancing engagement.
• Know Your Customer (KYC).

3.2 The Corporate Excellence Department, in collaboration with the Business Performance and Beneficiary Relations Department – Beneficiary Experience Division, shall document, model, and standardize related procedures to ensure consistent and high-quality beneficiary experiences.
3.3 The Corporate Excellence Department, in collaboration with the Business Performance and Beneficiary Relations Department – Beneficiary Experience Division and relevant departments, shall continuously improve beneficiary-centric procedures, resulting in streamlined processes and technologies that enhance internal workflows and reduce duplication and waste.
3.4 The Business Performance and Beneficiary Relations Department – Beneficiary Experience Division shall develop and document a comprehensive governance framework for the beneficiary experience and make it accessible to all employees.

The center is committed to continuously monitoring beneficiary needs and preferences, fostering a culture that values improvement and innovation, embraces change, and prioritizes delivering exceptional and distinctive experiences at every touchpoint between the beneficiary and the center through:
4.1 Encouraging collaboration among different departments to share insights and deliver an exceptional beneficiary experience.
4.2 Regularly collecting and analyzing beneficiary feedback across all digital platforms of the center.
4.3 Identifying and understanding beneficiary needs and preferences.
4.4 Identifying improvement opportunities based on beneficiary needs, feedback, and preferences.
4.5 Keeping pace with technological advancements and innovative solutions that can enhance the beneficiary experience, such as AI-based support, chatbots, and others.
4.6 Investing in continuous training and development programs for employees to equip them with the skills and knowledge necessary to adapt to evolving beneficiary expectations.
 

No Exceptions

In case of non-compliance with this policy, violators will be subject to appropriate penalties in accordance with the center’s policies.