Customer Experience Policy

1. Introduction

The Customer Experience Policy is considered one of the key policies adopted within the executive framework for digital government work. It is classified as an enabling policy that supports best international practices. It aims to unify concepts, paths, and digital government guidelines and adopt the foundational standards based on them.
The Ministry of Industry and Mineral Resources is committed to implementing this policy by focusing on beneficiaries' needs and providing high-quality services aligned with the Saudi Vision 2030 and the Digital Transformation Program. The Ministry seeks to meet the needs of beneficiaries and users by adopting local and global quality standards. The policy reflects a comprehensive understanding of technical, administrative, and strategic concepts aligned with the Ministry's strategic directions and values.
The Ministry adopts the concept of a beneficiary-centric approach and grants related parties the ability to invest in developing the skills of their affiliated employees to provide innovative services that enhance customer experience (CX) according to best practices. This is closely linked to the final beneficiary journey, the Ministry's strategic directions, and how services are provided and digital technologies are utilized.

2. Objectives

The principles of beneficiary-centricity aim generally to achieve a balance between the needs and expectations of beneficiaries and the goals and strategies of the Ministry of Industry and Mineral Resources, through:

Ensuring the ease of use of digital government services and the provision of necessary information for beneficiaries. This is done by offering distinguished and consistent services that align with their needs and expectations, along with publishing a clear and simple user guide for services.
Raising the level of participation and interaction to strengthen the relationship between the Ministry and the beneficiaries, and providing the necessary tools to collect and analyze feedback, suggestions, and proposals from beneficiaries regarding digital services. This includes engaging them through consultations, collecting opinions and feedback, and suggestions provided by beneficiaries regarding digital services. This enables the design and development of services in a way that allows for more effective and efficient achievement of desired outcomes.
Providing a seamless beneficiary experience with digital government services by identifying what beneficiaries need from integrated and interconnected digital services and platforms. Based on that, services are designed to be aligned with those needs and expectations and to meet them. This ensures a better experience for beneficiaries through continuous improvement, effective interaction with their feedback, and taking their input into account in the provided services.
Enhancing trust in digital government services and increasing users’ confidence by achieving the three objectives: establishing a beneficiary-centric foundation, improving the experience, enhancing beneficiary engagement, and fostering a beneficiary-centric culture.
Ensuring equitable access for all beneficiaries to digital services by adopting the principles of inclusivity and ease of use in the design of digital government services, to guarantee accessibility for all segments of beneficiaries.

3. Scope and Applicability

This policy covers the key regulatory aspects related to establishing a beneficiary-centric approach, improving the beneficiary experience, and enhancing their participation. It promotes a culture of beneficiary-centricity at the Ministry of Industry and Mineral Resources while maintaining alignment with strategic objectives. It also ensures the implementation of policies across all Ministry systems, affiliated entities, employees, and the beneficiaries of its services.

4. Policy Provisions

The Ministry of Industry and Mineral Resources works on establishing policies to ensure optimal use of digital government services and the adoption of these services.

General Provisions:

Strategic plans must be developed and applied in a methodical way that aligns with the Ministry, builds proactive models and necessary initiatives to ensure execution, and achieves beneficiary-centric objectives consistent with the Ministry’s digital strategy.
A comprehensive government approach must be adopted for all beneficiary data, based on the principle of requesting data only once.
Priority digital services must be identified, taking into account the needs and requirements of beneficiaries.
The accountability of digital services must be ensured, along with the ability to identify and access them in a clear and transparent manner.
Ensuring equal access to information and digital services provided by government entities for all segments of beneficiaries, including residents of remote areas and individuals from all age groups, as well as persons with special needs, through the development of appropriate policies.
Ensuring the provision of multiple channels for delivering digital government services to meet the needs of all segments of beneficiaries, especially those who are unable to access digital services.
Benefit from integrated government platforms in collecting and sharing user data between government entities in a secure manner, without conflicting with the personal data protection system, relationship regulations, and by establishing policies for electronic data sharing.
Ensure the provision of digital empowerment that helps users access digital services easily. This includes offering training and necessary support to enable users, especially those with limited digital skills, to fully benefit from services.
Relevant authorities must ensure the provision of adequate digital awareness for beneficiaries, to ensure they can benefit from digital services in a secure and efficient manner.
Ensure continued improvement of digital services and make them compatible with changing needs, based on user feedback, to ensure a smooth and easy digital experience.
Ensure the ongoing development of the digital infrastructure supporting digital transformation services with a strong and evolving technological foundation that allows the delivery of digital services quickly and effectively.
Relevant authorities must achieve digital security by ensuring the protection of digital information and data, transitioning to digital trust, and applying the highest standards for protecting sensitive data and beneficiary privacy.
Provide the necessary technical capabilities to deliver digital transformation services, and improve the infrastructure for communications and the internet, as well as develop artificial intelligence, cloud computing, and emerging technologies to support digital services delivery.
Provide legal protection through the development of systems and necessary laws to protect beneficiaries of digital services, and ensure secure and responsible handling of digital information.
Promote cooperation and partnership to achieve success in digital transformation services, through joint initiatives and collaboration between the Ministry of Industry and Mineral Resources, the private sector, companies, academic institutions, and research centers.
Ensure the availability of digital empowerment that helps users access digital services easily. This includes providing training and necessary support to enable users, especially those with limited digital skills, to fully benefit from the services.
Relevant authorities must ensure the provision of adequate digital awareness for beneficiaries, to ensure secure and effective use of digital services.
Ensure continued improvement of digital services and make them compatible with changing needs, based on user feedback, to ensure a smooth and easy digital experience.
Provide multiple channels for delivering digital government services to meet the needs of all beneficiary segments, especially those unable to access digital services.
Ensure the ongoing development of the digital infrastructure that supports digital transformation services, with a strong and evolving technological foundation that allows for the effective and rapid delivery of digital services.
Relevant authorities must achieve digital security by ensuring the protection of digital information and transition to digital trust, and by applying the highest standards of digital security to protect sensitive data.
Provide the necessary technical capabilities to deliver digital transformation services, enhance the infrastructure for communications and internet, and develop artificial intelligence, cloud computing, and emerging technologies to support digital services delivery.
Ensure legal protection through the development of laws and regulations to safeguard digital service beneficiaries, and ensure secure and responsible handling of digital information.
Promote collaboration and partnerships to achieve success in digital transformation services, through joint initiatives and cooperation between the Ministry of Industry and Mineral Resources, the private sector, companies, academic institutions, and civil society.
Identify the priorities and main needs of the beneficiaries, and provide digital services that meet those essential needs.
Ensure ongoing support for beneficiaries through consultations, technical support, and continuous training, and guarantee the continued delivery of digital services in a sustainable manner.
Raise awareness and education to ensure success in delivering digital transformation services by providing guidance and education to beneficiaries on the benefits and potential risks of using digital services, and helping them make informed decisions about proper service usage.
Achieve fair competition among digital service providers, ensuring a variety of options and diversified choices for beneficiaries.
Improve the quality of digital services by enhancing their design and tailoring them continuously to meet the changing needs of beneficiaries.
Enhance beneficiary interaction with digital services by providing fast communication channels and prompt responses to their inquiries and complaints.
Ensure efficient and effective operations by modernizing administrative processes and used technologies to achieve optimal results.
Ensure transparency and accountability in digital services by publishing relevant information on services, performance, and risks, and by defining required responsibilities and roles.

4.2. Establishing Beneficiary-Centric Principles

To ensure optimal benefit from digital services and their adoption by beneficiaries in alignment with the regulations issued by the Digital Government Authority, and to work toward achieving that, the following must be done:

Access to Information and Ministry Services Policy

Provide information and services offered by the Ministry through the internet and through various digital channels to facilitate access, save time, and provide convenience to citizens and residents across the Kingdom.
Ensure the right of citizens and residents to access the information provided by the Ministry in a transparent and accessible manner for all.
Ensure the quality of digital government services and facilitate access to them, enabling citizens and residents to complete their transactions with ease and efficiency.
Improve the telecommunications infrastructure and information technology by providing high-speed connections to improve access to information and advanced services from the Ministry.
Offer training courses and workshops for employees to enhance awareness about the importance of transparency and effective communication, and work on improving transparency and facilitating access to information.
Develop mobile applications to provide the Ministry's services, making them quickly and easily accessible from anywhere.
Establish integrated electronic platforms to provide all services in one place, and offer unified digital services for beneficiaries.
Develop systems for monitoring and improving the quality of government services and facilitating access to them, enhancing interaction between citizens and the Ministry regarding information and government services.
Strengthen the rights of beneficiaries to access information and activate the role of oversight bodies to ensure the Ministry's compliance with transparency standards and access to information.
Improve the skill level of Ministry staff in providing information and digital services effectively and promptly, and provide the necessary technical support to ensure that services are delivered smoothly and efficiently.
Develop e-services and collaborate with relevant entities to deliver services in an integrated manner, and enhance the role of media in raising awareness about the importance of access to information and how to obtain it, encouraging citizens and residents to benefit from the Ministry's digital services.
Launch awareness campaigns to educate citizens and residents about the importance of access to information and services, and how to benefit from them optimally and easily.
Establish systems and mechanisms to protect data and information, and ensure they are safeguarded from leaks and cyber intrusions.
Promote community engagement with the Ministry by providing participation and e-consultation platforms, encouraging citizens and residents to share feedback, opinions, and suggestions about services and vital projects.
Organize training courses and workshops to educate citizens and residents on how to benefit from e-government services and how to interact with them effectively.
Encourage collaboration between the Ministry, government agencies, and the private sector to develop innovative technical solutions that facilitate access to government information and services.

E-Participation Policy

Develop e-participation platforms that enable citizens and residents to engage in decision-making by providing interactive spaces for discussions, feedback, and opinions, and converting that feedback into applicable decisions.
Ensure that e-participation includes the broadest possible segment of citizens and residents, in a way that covers all groups and age ranges.
Launch joint projects between the Ministry, citizens, and community organizations through designated teams and specialized platforms to work on solving problems and challenges that arise during implementation, and to identify priorities that should be focused on.
Strengthen the role of community organizations and charitable associations in government work and involve them in decision-making and implementing vital projects by launching programs and initiatives with direct societal impact.
Provide training courses for beneficiaries on how to benefit from e-participation platforms and the various applications used in e-participation and how to interact with them securely and effectively.
Promote the use of social media platforms and various applications to facilitate e-participation and communication between the Ministry and citizens, and provide information about government initiatives, projects, and plans.
Launch surveys and polls to gather opinions and suggestions from citizens and residents via e-participation platforms, where they can submit useful and constructive feedback. This is to encourage engagement.
Provide effective and direct communication channels with beneficiaries and officials by setting specific times to listen to feedback, inquiries, consultations, and complaints, and ensure quick and effective responses to those requests.
Develop a mechanism for inviting and announcing consultations, by using various e-platforms, and provide spaces for interaction and gathering feedback and opinions.
Conduct surveys and electronic questionnaires to collect beneficiaries' opinions on vital topics, and use that data in government decision-making and prioritization.
Encourage open public discussions on various topics through websites and e-platforms by launching open platforms that allow for public participation and diverse opinions.
Create e-consultation websites to allow for participation in decision-making by launching Ministry platforms that enable engagement in the decision-making process, including submitting suggestions and useful feedback.
Provide vital data and useful information about projects and planning on the internet by launching websites that allow citizens to access important and up-to-date information continuously.
Organize training programs and workshops on e-participation and the use of modern technologies by offering various training programs aimed at enhancing the digital capabilities and skills of citizens and residents.
Organize electronic competitions related to important issues by launching digital competitions aimed at encouraging e-participation and increasing attention to various topics.
Launch media campaigns related to e-participation by initiating media awareness campaigns to promote understanding of the importance of electronic participation.

Developing a Strategy for Delivering Digital Services that Reflects a Beneficiary-Centric Approach

It must include an assessment of the current situation and an understanding of the targeted beneficiaries of digital services and their needs, identifying what they require from digital services and the challenges they face in accessing them.
A clear vision and defined objectives must be established for digital services, and target segments must be identified, including the benefits and value digital services offer to each group.
The digital service delivery model must be defined based on the needs of the different target groups.
The stages of the service journey must be identified, including the key operations, and the overall time and effort required at each stage.
Digital services must be designed and developed in a way that reflects a beneficiary-centric approach, providing simple user interfaces, ease of use, and offering technical assistance and support to beneficiaries and clients.
An effective marketing plan must be developed to promote digital services and attract users and clients.
The performance of digital services must be continuously measured to identify areas for improvement. This can be done through data analysis, usage statistics, and performance reports.
Services must be designed with a system for collecting expectations and feedback from users and implementing enhancements based on that feedback to ensure continuous improvement. This will result in the delivery of high-quality digital services and a distinctive customer experience.
Beneficiary feedback must be utilized to improve digital services and meet their expectations and needs.
Modern technologies must be adopted and used sustainably to continuously provide more valuable and efficient digital services.
Partnerships with other entities and cooperation with providers should be established to improve services and provide the best experiences for users.
Social responsibility must be considered, and digital services should be designed in a way that reflects environmental and societal values.
Digital services must be continuously improved based on user feedback, performance analysis, and identification of needs.
Digital services must be continuously improved based on user feedback, performance analysis, and identification of needs.
A strategic framework must be established for planning, programs, and implementation mechanisms, including the necessary tools to implement the Ministry's digital governance framework and ensure alignment with approved strategic directions, policies, and procedures, as well as internal and external regulations, and international best practices and standards.
Work must be done to develop and structure strategic and operational procedures to achieve the highest levels of operational efficiency and activate the role of quality control.
Beneficiary feedback and satisfaction levels must be measured and used to drive continuous improvement.
Ensure that the Ministry's digital services are capable of adapting to new technologies and rapid technical developments, which focus on meeting the evolving needs of beneficiaries.
Ensure that all relevant digital considerations are addressed from the early stages of service design and development, according to best practices related to service experience and user journey.
Cybersecurity requirements must be met by protecting systems and devices from viruses, malicious software, malware, and suspicious or harmful activities on Users devices and servers must be protected using advanced security technologies and mechanisms, with secure management
The ability to quickly recover data and systems after exposure to cybersecurity incidents must be ensured.
Define the scope of access permissions and classify them to access sensitive data and digital technologies. Digital services classified as high-priority must be used according to approved standards and related policies.
Plan and support the implementation of the Quality Management System (QMS) at the Ministry of Industry and Mineral Resources, and continuously assess its compliance with quality requirements and ISO international standards, in alignment with the vision of the Custodian of the Two Holy Mosques, King Salman bin Abdulaziz.
The Ministry of Industry and Mineral Resources is committed to adopting this policy and ensuring its implementation across all sectors of the Ministry. It also ensures clear and ongoing communication with relevant departments and regularly reviews quality policy and objectives to ensure their effective and efficient implementation.

5. Identifying Priority Digital Services

Beneficiary needs must be identified through listening to their demands and suggestions, while considering the needs of different segments of beneficiaries and various services.
Priority should be given to developing and delivering digital services that are most in demand and impact resources and time efficiency.
Digital services that are frequently accessed by beneficiaries must be prioritized.
Priority must be given to services that have a direct impact on the lives of citizens and residents.
It must be ensured that the identified services comply with applicable laws and regulations.
Digital services that affect a wide segment of beneficiaries and enhance their satisfaction and quality of life must be prioritized.
Services that involve interaction with more than one entity and require coordination between different systems must be included.
The necessary support channels for beneficiaries must be identified to ensure seamless service access and effective problem resolution.
Services must be made available in a secure and reliable manner.
Beneficiaries must be followed up with to ensure their feedback and inquiries are received and addressed properly.
A marketing plan must be developed to effectively promote digital services and attract more beneficiaries.
A practical guide must be established for identifying priority digital services and executing it effectively and timely.
The most frequently used and critical services must be identified, along with the challenges that may hinder their delivery, in order to satisfy the largest possible number of beneficiaries and enhance the development of digital services sustainably.
Continuous training must be provided to employees to improve their skills and enhance their performance in delivering digital services, by offering specialized training courses on using digital platforms and dealing with beneficiaries efficiently.
Clear governance must be established to define responsibilities for developing and delivering digital services.
Priority services must be provided with high quality, while ensuring the continuity and reliability of service delivery.
Necessary cybersecurity measures must be implemented to protect sensitive data and reduce the risk of cyberattacks.
Services must be improved to meet the evolving needs of beneficiaries and enhance their satisfaction, and innovative technological solutions must be utilized to achieve this goal.

The beneficiary experience must be improved when using digital services through several actions, such as

Simplifying the user interface and making it easy to use and interact with.
Enhancing service quality and providing quick and responsive options to beneficiaries.
Providing high-quality support to handle beneficiary inquiries and complaints.
Providing comprehensive and clear information about digital services, how to use them, and their requirements.
Providing a personalized and seamless experience for the beneficiary, allowing access to digital services through various devices, applications, and different platforms.
Continuously developing digital services in line with technological advancements and beneficiary needs and expectations

6. Reliability of Digital Services

Define clear and standardized indicators for measuring the reliability of digital services, such as expected loading times or availability, and the accuracy of the displayed information.
Develop strategic plans to improve the reliability of digital services and conduct regular and ongoing updates to maintain service continuity.
Ensure the provision of service channels and technical support when needed, and provide clear and efficient means of communication with support teams.
Clarify responsibilities for communication with beneficiaries and provide clear procedures for handling complaints and inquiries.
Develop communication plans to deal with any technical issues that may impact service availability.
Continuously measure beneficiary satisfaction with digital services and improve the quality and efficiency of services provided to them.
Engage users in improving services by identifying their needs and increasing the effectiveness of using digital services through feedback mechanisms, monitoring performance, and involving them in service design and development to ensure their effectiveness and reliability.
Conduct periodic evaluations to assess the reliability of digital services and ensure there are no technical issues that affect users' ability to access them.
Establish mechanisms and procedures to verify data accuracy, ensure information integrity, and protect personal data of beneficiaries.
Provide secure and reliable digital services that maintain the privacy and confidentiality of beneficiaries information.
Ensure that the legal and regulatory requirements for service provision are met and that digital services are delivered in accordance with relevant laws and standards.
Apply security controls, monitor vulnerabilities, and conduct periodic risk assessments to ensure digital service continuity and data protection.
Respond quickly and effectively to technical failures or risks, and develop contingency plans to manage such disruptions promptly.

6.1. Equal Access to Information and Digital Services Provided by the Ministry

Provide translated digital content and services from the Ministry in official languages such as English, and consider including additional languages when needed.
Ensure access to digital services for people in remote areas and consider their unique needs and technological limitations.
Meet the needs of persons with disabilities in accessing services by providing accessible web services (Accessibility).
Provide user-friendly interfaces to ensure ease of use and access for all age groups and those with limited technical skills.
Ensure the protection of beneficiaries personal information by implementing clear privacy policies and security procedures.
Provide audio content within the scope of assistive technologies to support users in accessing government digital services.
Overcome external barriers by training users and educating them on how to use digital services.
Provide alternative methods for beneficiaries who cannot benefit from regular digital channels, and assist them in obtaining the same benefits.
Design digital services to allow users to easily adjust screen contrast, font sizes, and other visual preferences.
Ensure compatibility of digital services with assistive technologies used by persons with disabilities.
Make digital government services available through accessible internet platforms and compatible with different devices and technologies used by persons with disabilities.
Provide integrated and centralized services from one platform, with diverse and inclusive features.
Facilitate unified access and verification mechanisms to simplify access and enhance user trust.
Reduce the time and effort required to obtain services by increasing service speed, improving platform efficiency, and enhancing the overall digital experience through accurate and seamless service delivery.

6.2. Providing Multiple Channels for Delivering Digital Services to Meet the Needs of All Beneficiary Segments, Including Those Unable to Access Digital Services

Provide various platforms for delivering digital services through websites, mobile apps, self-service devices, and other accessible platforms to accommodate the preferences and needs of different users based on their capabilities and circumstances.
Provide in-person service points in remote areas to serve beneficiaries who are unable to use digital services and to assist them in resolving any digital service-related issues they may face.
Provide communication services in Arabic sign language and other local languages used in local communities to facilitate communication and deliver digital services to those who are not fluent in Arabic.
Support users with disabilities by offering tools such as screen readers and assistive navigation to ensure they can access and use digital services.
Raise awareness among beneficiaries about using the various services and provide effective guidance and training programs tailored to different groups.

7. Providing Multiple Channels for Delivering Digital Services to Meet the Needs of All Beneficiary Segments, Including Those Unable to Access Digital Services

Provide various platforms for delivering digital services through websites, mobile apps, self-service devices, and other accessible platforms to accommodate the preferences and needs of different users based on their capabilities and circumstances.
Provide in-person service points in remote areas to serve beneficiaries who are unable to use digital services and to assist them in resolving any digital service-related issues they may face.
Provide communication services in Arabic sign language and other local languages used in local communities to facilitate communication and deliver digital services to those who are not fluent in Arabic.
Support users with disabilities by offering tools such as screen readers and assistive navigation to ensure they can access and use digital services.
Raise awareness among beneficiaries about using the various services and provide effective guidance and training programs tailored to different groups.

7.1. Utilizing Integrated Government Platforms to Collect and Share Beneficiary Data Among Participating Government Entities in a Secure Manner, in Alignment with Personal Data Protection Regulations and Comprehensive Government Policy

Use secure and centralized platforms with the necessary security controls to protect shared sensitive data between government entities.Establish clear policies and procedures to ensure compliance with personal data protection systems.Define responsibilities and awareness roles for government employees involved in data sharing.Identify shared data types and categories among participating entities, ensuring that data is classified and shared according to legal and regulatory requirements.Activate agreements and shared frameworks among participating entities to regulate data exchange and define usage mechanisms according to the powers of each entity. Ensure data accuracy, integrity, and timely availability for use and interaction among the participating parties.Activate data governance to ensure accountability regarding data quality and the accuracy of exchanged information.Measure the effectiveness of data sharing in supporting services and decision-making.Ensure a high level of data confidentiality and security, and develop a clear risk management policy with the participation of all concerned government entities to ensure secure and effective data exchange.Establish policies and procedures to ensure personal data privacy for beneficiaries and prevent unauthorized or unlawful use.Define shared frameworks and agreements for data sharing among government entities.Ensure that shared data is used only for its intended purposes.Provide secure communication channels for shared data and ensure its protection.Ensure limited access to shared data between government entities and allow it only to authorized individuals.Provide options for beneficiaries to control the use of their personal data, including the ability to opt out.Enable beneficiary participation in determining how their personal data is used, and ensure that their opinions are considered in government systems and platforms design.Raise awareness and educate citizens on the importance of personal data and how it is used.Update comprehensive government policies regularly to improve data security and meet evolving needs and challenges.

8. Improving the Beneficiary Experience

The policies for improving the beneficiary experience with digital services provided by the Ministry include a number of actions and practices such as enhancing user interface design, ease of use, and providing the necessary technical support. They also ensure privacy protection and adopt procedures and policies that guarantee the confidentiality of personal data. These enhancements aim to boost the beneficiaries satisfaction and trust in the services provided. These efforts must align with the regulations and policies issued by the Digital Government Authority and support their effective implementation.

8.1. Establishing a Methodology for Designing the Beneficiary Experience that Considers Their Needs, Requirements, and Behaviors Through

Understanding the characteristics of beneficiaries, their preferences, behaviors, needs, and the challenges they face when using digital services.
Designing a user journey that facilitates interaction with services and addresses challenges. This includes focusing on accessibility, satisfaction, and speed in completing transactions.
Continuously measuring the beneficiary experience and evaluating their satisfaction, based on feedback and comments.
Build a conceptual structure that includes designing the different steps taken by beneficiaries while using digital services, and organize those steps in a logical, consistent, and seamless way.
Design user interfaces that are simple and easy to use, ensuring that data collection fields are clear and organized.
Present information clearly and appropriately, with input from specialists in different departments.
Design intuitive and user-friendly interfaces that clearly display service access paths and help users understand how to use digital services easily.
Ensure visual clarity and proper use of fonts and colors to enhance readability and provide a satisfying user experience.
Adopt universal design principles to accommodate different age groups, literacy levels, and people with disabilities, to ensure equal access to information and services.
Provide advanced search capabilities to help users find what they need efficiently and reduce the time spent searching for information or completing procedures.
Provide direct communication channels for beneficiaries and enable interaction to collect their feedback and suggestions to improve the experience.
Provide services in multiple languages to meet the needs of different beneficiaries and ensure effective interaction with digital services.
Protect beneficiaries' personal and sensitive data from leaks, unauthorized access, or misuse.
Design inclusive digital services that adapt to all age groups and people with disabilities to enhance their digital experience.
Provide training programs and educational materials for beneficiaries to help them use digital services and improve their experience.
Provide transparent and accurate information to beneficiaries about digital services and their procedures, including their standards and guidance on common errors in service evaluation. This enhances beneficiaries' trust and helps improve their experience.

9. Establish Mechanisms to Benefit from Beneficiary Experience Studies at All Stages of Identifying Needs, Analyzing, Designing, Developing, Implementing, and Measuring Impact

Conduct studies on the current state of beneficiaries, including citizens and residents, to understand their needs and the challenges they face when using digital services.
Collect and analyze data related to the beneficiary experience and provide it to relevant teams for study, analysis, planning, and implementation.
Strengthen collaboration between internal and external teams and stakeholders to ensure service quality.
Utilize results and data obtained from the beneficiary experience to identify new opportunities and improve financial and service performance.
Develop indicators to measure user satisfaction and improve the overall user experience.
Conduct specialized studies on the beneficiary experience to provide accurate insights and recommendations for improving the service journey.
Provide educational resources and awareness tools to users and deliver necessary training to help them use services effectively and understand relevant security and privacy procedures.
Provide open communication channels for advisors and users to help them retain the information they receive and fully benefit from the service.
Conduct beneficiary experience trials to ensure service quality, improve the experience journey, define pain points, and identify suggestions and improvement opportunities.
Document the entire user journey to identify all their concerns, suggestions, and observations, and summarize them in comprehensive reports.
Engage beneficiaries and Ministry staff through co-design sessions and workshops to generate ideas for improvement and social engagement.
Provide direct communication tools with beneficiaries through text messages, email, social media, and various communication channels.
Develop performance measurement tools and enhance services by analyzing performance data, identifying critical improvements, and meeting user needs.

10. Applying at Least the Minimum Standards for Accessibility and Usability

Apply the minimum standard for improving accessibility and ease of use adopted by the World Wide Web Consortium (W3C), and the Web Content Accessibility Guidelines (WCAG), to ensure accessibility compliance across all Ministry platforms and websites.
Enable all users to fully benefit from government services without any barriers.
Meet the requirements for full digital access for people with disabilities, including those with visual, auditory, mobility, and cognitive impairments.
Ensure compatibility of services with assistive technologies such as screen readers and keyboard-only navigation, as well as support for text enlargement and high contrast.
Provide visual content accessibility for all users.
Ensure that HTML code is semantically structured, including descriptive alt text for images and proper heading hierarchy.
Avoid using blinking content or automatic animations that may distract users.
Use clear labels and descriptive links to improve navigation for users with disabilities.
Provide a consistent and logical sequence of actions to allow seamless access for users with disabilities.
Provide downloadable content in an easy, simple, and accessible format for people with disabilities, using appropriate formats to enable use and improve the user experience.
Design clear navigation paths to ensure consistency and guidance.
Provide a user guide to help beneficiaries interact with the content and navigate between pages easily.
Website design must be simple, with content and features arranged in a logical and accessible way.
Use accessibility techniques such as voice commands, screen readers, and improved visual clarity to enhance user experience.
Ensure content does not contain flashing elements that may harm people with visual or sensory impairments.
Conduct accessibility testing to ensure digital services are accessible for people with various disabilities.
Ensure accessibility information is clearly declared on the website, including how to activate accessibility features and contact points for support.
Encourage service providers to comply with accessibility standards and guidelines.
Evaluate the services periodically to ensure that accessibility is maintained at a high level and consistent across all digital platforms.

11. Providing All Necessary Means to Facilitate Access for Persons with Disabilities to the Ministry's Digital Services

Design the Ministry's website and digital applications in an accessible way that enables people with disabilities to reach and benefit from them easily and effectively.
Adopt a unified design framework that considers the needs of users with different disabilities, including visual, hearing, motor, and cognitive impairments, and ensure the content is presented in a way that enables them to interact with it independently and effectively.
Ensure that services and digital content are presented clearly and logically, including the availability of forms, documents, and other materials in accessible formats.
Provide multiple channels for digital service delivery, including websites, mobile apps, and kiosks, ensuring they support inclusive design and compatibility with assistive technologies.
Provide various alternatives for accessing the Ministry's digital services, such as voice commands and screen readers.
Design electronic forms and documents to be compatible with assistive technologies and allow filling them out and submitting them easily.
Allocate a specialized team to support people with disabilities and provide assistance with accessing services, including dedicated communication channels.
Provide a user guide and awareness materials in sign language and other appropriate formats for people with disabilities.
Provide a consistent and logical sequence of actions to allow seamless access for users with disabilities.
Provide downloadable content in an easy, simple, and accessible format for people with disabilities, using appropriate formats to enable use and improve the user experience.
Ensure digital content is accessible through multiple formats to meet the needs of users with various disabilities.
Adhere to accessibility standards, including W3C and WCAG 2.0, and apply universal design principles that enhance accessibility and ease of use.
Respond promptly to complaints and suggestions submitted by persons with disabilities through accessible digital platforms and take the necessary actions to improve services.
Harness the Ministry's efforts to enhance the accessibility and ease of use of digital services for people with disabilities, and identify data that can be used to improve the digital experience for this group.

12. Encouraging Beneficiaries to Use the Ministry's Digital Services

Provide high-quality, innovative digital services that effectively meet beneficiaries needs.
Facilitate the use of digital services by designing user-friendly interfaces and ensuring ease of access and navigation.
Provide training programs and workshops to educate beneficiaries on how to use digital services efficiently.
Conduct surveys and periodic evaluations to measure beneficiaries' satisfaction with digital services.
Provide effective communication channels to collect feedback and inquiries and address issues that beneficiaries may face while using services.
Offer direct and indirect incentives to encourage the use of the Ministry's digital services and increase engagement.
Raise awareness and spread digital culture by highlighting the advantages and added value of digital services.
Ensure the quality of data and information provided through digital services and guarantee the credibility of the information presented to beneficiaries.
Collaborate with external partners, such as technology companies and private sector entities, to provide new experiences and improve the digital journey for beneficiaries.
Strengthen interaction and engagement with beneficiaries through digital platforms, and analyze their behavior and feedback to improve services and ensure continuous development.
Work on updating and developing digital services regularly to meet the evolving needs of beneficiaries, and ensure continuous enhancement of their experience with digital services.
Listen to beneficiaries' feedback and enhance effective and ongoing communication with them to better understand their needs and improve the Ministry's digital services.

13. Considering Beneficiaries' Opinions and Encouraging Their Participation in All Stages of Digital Service Design for the Ministry

Encourage beneficiaries to participate in the design of digital services provided by the Ministry.
Provide interactive platforms to gather beneficiaries' feedback and comments on digital service usage.
Offer multiple channels for submitting feedback, such as email, online forms, and live support tools.
Conduct periodic awareness and training workshops to identify beneficiaries' needs and improve the digital service experience.
Provide beneficiaries with periodic updates on the outcomes and improvements made based on their feedback and suggestions.
Assign responsible staff to engage with beneficiaries and respond to their inquiries and feedback about digital services.
Maintain continuous communication with users' associations and local disability support organizations to enhance the beneficiary experience and improve their satisfaction.
Organize training workshops to improve the efficiency of digital services and ensure smooth delivery, in collaboration with external partners specializing in digital service development.
Pay attention to creating and improving innovative and diverse service designs that are attractive and accessible.
Raise awareness of digital service use and make it easier for beneficiaries to access and benefit from information and services.
Provide creative platforms for brainstorming and experience sharing to develop digital services.
Listen and engage with beneficiaries and use their feedback to identify optimal solutions and improve digital service design.

14. Responding to Beneficiaries Through Digital Channels Within a Specific Timeframe and Framework, and Publishing Communication Results Statistics

Define the response time frame for answering beneficiary inquiries and providing support in the shortest possible time.
Provide multiple channels to ensure accessibility and meet the communication needs of beneficiaries, including email, call centers, and social media platforms.
Use available platforms to communicate with beneficiaries and handle their inquiries and feedback promptly and efficiently.
Provide electronic forms to collect beneficiaries' feedback regularly and analyze them to improve services.
Respond to beneficiaries and inform them of the outcomes and decisions related to their feedback through official Ministry communication channels.
Analyze communication statistics and outcomes to identify patterns and trends and use them to develop digital services and design new channels that better meet the beneficiaries needs.
Publish communication statistics with beneficiaries and received requests regularly and transparently through the Ministry's official website and other digital communication channels, to enhance trust and improve digital service quality.
Appoint specialized and qualified personnel in digital communication for the Ministry to ensure responsiveness and interaction with all beneficiary inquiries and suggestions.
Define a clear mechanism for receiving and addressing inquiries and suggestions from beneficiaries, including follow-up and documenting actions taken to ensure no feedback is lost.
Provide a wide range of communication options through different platforms like email, chatbots, instant messaging apps, call centers, and social media.
Analyze communication data with beneficiaries periodically and publish relevant statistics and reports to monitor interaction levels and trends.
Establish an internal system to monitor the satisfaction of beneficiaries and assess their opinions and suggestions regarding digital services to ensure consistent implementation and continuous improvement.

15. Promoting a Beneficiary-Centric Culture Within the Ministry by Enhancing Active Participation, Data Sharing, and Enabling Collaborative Development Processes

Promote a beneficiary-centric culture as a core principle of work within the Ministry.
Enhance active beneficiary participation in designing and developing digital services.
Encourage ongoing communication between the Ministry and beneficiaries to make them partners in the development process.
Support communication between the Ministry and beneficiaries through various digital channels.
Develop decisions and initiatives that include beneficiary participation and aim to improve digital services.
Provide tools and platforms that enable beneficiaries to become more aware and engaged in administrative procedures.
Empower beneficiaries to contribute ideas and feedback, and collaborate to improve the quality of services.
Train Ministry staff on how to effectively engage with beneficiaries and foster a participatory and inclusive dialogue culture.
Publish periodic reports on the results of active beneficiary participation in the design and development of digital services.
Provide platforms for beneficiaries to express their opinions and share their experiences and insights.
Define the role of beneficiaries as partners in decision-making and establish mechanisms to ensure their involvement in planning and in the Ministry's future digital development processes.
Establish necessary mechanisms to collect feedback from beneficiaries and provide platforms for continuous interaction.
Enable beneficiaries to express their opinions and suggestions about digital services in a way that ensures meaningful participation.
Provide appropriate training for Ministry staff on how to engage beneficiaries in participatory design and policy-making processes.
Create incentives to encourage participation in digital services and innovation initiatives.
Regularly evaluate the level of beneficiary satisfaction and determine how well their needs and expectations are being met in the context of digital transformation.

16. Establishing Performance Measurement Indicators that Reflect Practices Centered Around Beneficiaries and Enhance the Beneficiary Experience Within the Ministry

Develop performance indicators to measure the Ministry's digital services from the beneficiary's perspective.
Use these indicators to evaluate the level of satisfaction with the services provided and to monitor the quality of digital services.
Set indicators to measure the degree to which beneficiaries can access digital services provided by the Ministry.
Establish performance indicators to measure the Ministry's responsiveness and the provision of user-centered services.
Create performance indicators that measure the level of interaction and knowledge exchange between the Ministry and beneficiaries.
Develop indicators to measure the Ministry's ability to provide inclusive services that meet the needs of all beneficiary segments.
Develop specific performance indicators to measure the extent to which digital services meet new and evolving beneficiary needs effectively.
Define advanced measurement tools that use AI and analytics technologies to understand and improve the beneficiary experience within the Ministry.
Define follow-up indicators to monitor the beneficiary experience and determine strategic objectives at each stage.
Analyze collected data regularly and systematically to assess progress in achieving key targets.
Conduct periodic reviews by the Ministry's leadership and decision-makers to discuss the implementation of beneficiary-centered practices and improve the overall beneficiary experience.
Periodically review performance indicators and adjust them based on the quality of services and the overall improvement of the beneficiary experience.

17. Develop Methodologies to Measure the Impact of Implementing Beneficiary-Centered Practices and Enhancing the Beneficiary Experience

Develop a statistical research methodology that relies on collecting data from a group of beneficiaries. This data is then analyzed to serve as a key indicator of the Ministry's commitment to implementing beneficiary-centered practices and improving the beneficiary experience. These methodologies may utilize artificial intelligence and data analytics tools to derive meaningful insights and indicators.
Develop qualitative research methodologies that allow the use of interviews with beneficiaries and Ministry employees to better understand their experience and improve service delivery by identifying challenges and opportunities.
Engage beneficiaries through surveys to gather their opinions and expert insights. These surveys are used to develop effective tools to measure the impact of beneficiary-centered practices.
Develop a clear methodology for evaluating the extent to which the Ministry is applying beneficiary-centered practices. This includes determining whether the methodology is qualitative or quantitative, how often it is applied, and the required data sources to assess the impact.
Create a system for continuous measurement of the impact of beneficiary-centered practices on improving the beneficiary experience within the Ministry.
Analyze data related to interactions between beneficiaries and the Ministry to measure beneficiary satisfaction and how well the Ministry meets their needs and expectations.
Conduct studies to assess the impact of applying beneficiary-centered practices on various aspects of the beneficiary experience within the Ministry, such as service accessibility and ease of digital transactions.
Conduct surveys targeting beneficiaries to measure the spread of beneficiary-centered practices within the Ministry and collect insights to improve practices.
Monitor performance indicators that reflect the improvement of the beneficiary experience, such as waiting time and the extent to which services meet their expectations.
Create permanent advisory committees to guide the implementation of beneficiary-centered practices and regularly assess their impact within the Ministry.
Allocate necessary financial and human resources to enhance the beneficiary experience and improve services based on the real and future needs of beneficiaries.

18. Policy Ownership

The entity responsible for this policy is the Partner Communication Center.

19. Policy Updates

This policy must be reviewed periodically, and any changes must be documented and approved by the authorized party in the Ministry.

20. Policy Commitment

The Partner Communication Center must ensure the commitment of the Ministry of Industry and Mineral Resources to this policy regularly.
All employees of the Ministry of Industry and Mineral Resources must adhere to the requirements of this policy.