Ministry of Human Resources and Social Development: Leadership and Achievements that Exemplify Excellence in the Beneficiary Experience

The aspirations of Saudi Vision 2030—to enhance quality of life and elevate the efficiency of government performance—are clearly embodied in the Ministry of Human Resources and Social Development’s strategic focus on advancing the beneficiary experience. In alignment with the National Center for Performance Measurement of Public Agencies’ (ADAA) best practices in beneficiary experience management, the ministry has adopted a proactive approach. This approach centers on the development of advanced strategies through the use of innovative tools, refined standards, and the activation of interactive communication channels. With this comprehensive methodology, the ministry endeavors to achieve a transformative leap in service quality and to elevate beneficiary satisfaction to the highest possible level in keeping with the Kingdom’s ambitious vision.

In 2024, the ministry recorded several significant milestones in enhancing the beneficiary experience. Notably, it launched virtual branches for labor offices across all regions of the Kingdom to improve the digital service experience. This initiative resulted in a dramatic 93% reduction in in-person visits—declining from 60,000 monthly visits to just 3,000 across all labor offices. Furthermore, the ministry earned an "Excellent" rating with a beneficiary satisfaction rate of 90% on the ADAA “Beneficiary Satisfaction” index, surpassing its target by 6%, and achieved an "Outstanding" level in compliance with the Digital Complaints Service as established by the Digital Government Authority.

Additionally, the launch of the “Enhancing the Maturity of the Ministry’s Products” program contributed to the success of the “Musaned” platform, which secured the top position in beneficiary satisfaction regarding digital experience maturity as evaluated by the Digital Government Authority. Similarly, the “Qiwa” platform advanced 11 positions in its digital experience maturity ranking compared to the previous assessment.

These advancements were accompanied by a notable 35% decrease in incoming calls to the call center, reflecting the ministry’s effective service enhancements. The ministry also executed a series of workshops to apply design thinking methodologies to its services, thereby generating innovative solutions that center on the beneficiary. Furthermore, performance scorecards were developed for branch managers, and front-line staff received specialized training to enhance their skills in assisting individuals with disabilities—all aimed at improving operational performance and service quality.

The Ministry of Human Resources and Social Development has also been the recipient of numerous awards, certifications, and top rankings in the field of beneficiary experience. Highlights include a five-star rating in accordance with the European Foundation for Quality Management (EFQM) standards, based on beneficiary satisfaction and result analysis; first place in the best communication practice category for volunteer campaign support at the Sharjah Government Communication Award; and an ISO certificate for the guidelines on handling complaints related to products and services under the Citizen Account Program, among other distinguished accolades.

These accomplishments reflect the ministry’s unwavering commitment to excellence, and its dedication to enhancing beneficiary satisfaction through the sustainable development of services that support the objectives of Saudi Vision 2030.