1. Introduction

As part of promoting transparency and integrity principles, the Ministry of Industry and Mineral Resources has adopted the initiative "Know Your Customer" to enhance interaction with beneficiaries of its services from both the public and private sectors. This initiative aims to better understand the beneficiaries and their needs and to improve the Ministry's services by adopting the best communication and engagement tools.
The "Know Your Customer" initiative is a government effort aimed at building effective relationships between the government and its beneficiaries. It seeks to define the key elements for understanding beneficiaries, categorizing them based on specific characteristics, identifying appropriate communication channels, and offering suitable services.
This initiative also aims to enable Ministry employees to better fulfill their duties and responsibilities by providing sufficient and comprehensive information about the beneficiaries. This includes understanding their needs in order to develop relevant services and offer proactive solutions that strengthen the relationship between the Ministry and its beneficiaries.

2. Objectives

1. 1. Understand the beneficiaries in a structured and clear manner to identify their needs and expectations, which contributes to improving and developing government services.
2. 2. Protect beneficiaries' rights and reduce risks by providing proactive services that anticipate their needs.
3. 3. Improve communication with beneficiaries by identifying appropriate channels for each category.
4. 4. Improve beneficiaries' satisfaction levels and overall experience when interacting with the Ministry.
5. 5. Understand the beneficiaries' journey with the Ministry in order to enhance efficiency and provide high-quality services.
6. 6. Develop new insights that can be used to better understand beneficiaries and their needs, enabling the development of new products and services that meet their expectations and requirements.
7. 7. Identify beneficiary segments by defining the appropriate communication channels, platforms, and methods that best suit each segment's characteristics and preferences.
8. 8. Define the methods and channels used by beneficiaries and evaluate which are most effective to enhance communication efficiency.
9. 9. Improve the quality of responses provided to beneficiaries by identifying their inquiries and evaluating the effectiveness of the answers provided.
10. 10. Enable the Ministry to make informed decisions by better understanding beneficiaries' expectations and developing proactive initiatives that align with their needs and priorities.

3. Scope of Work and Implementation Document:

The "Know Your Customer" policy includes technical and governance requirements and procedures aimed at identifying beneficiaries, enhancing communication, and managing associated risks. This includes:

4. Policy Provisions

The Ministry of Industry and Mineral Resources works on setting policies to ensure the optimal use of digital government services and their regulation, through the following:

Beneficiary Identification Policy

1. 1. Identifies types of beneficiaries and verification procedures, including individual and corporate beneficiaries, with specific documentation and validation requirements for each category.
2. 2. Specifies information and personal data necessary for beneficiary analysis, ensuring compliance with data protection regulations while collecting essential information for service delivery.

5. Beneficiary Identification Measures Policy

1. 1. Beneficiary identity must be verified using official identification documents (e.g., civil ID, passport, residency card) in a secure manner.
2. 2. Risks associated with the beneficiary must be assessed and documented, with appropriate actions taken for identified risks.
3. 3. Beneficiary data must be securely maintained and regularly updated to ensure accuracy and integrity.
4. 4. Data retention periods must comply with applicable regulations and privacy laws.
5. 5. A "Know Your Customer" file must be created and securely stored as an official source to confirm service authorization.
6. 6. For deceased beneficiaries, the identity of the rightful heir must be verified for service eligibility.
7. 7. If an individual is legally incompetent or incapacitated, their legal guardian's identity must be verified, and only they are authorized to receive services on their behalf.
8. 8. Individuals under the age of majority may not receive services unless their guardian's identity is verified and legal consent is granted.
9. 9. This policy must be regularly reviewed for compliance with laws and regulations related to the "Know Your Customer" initiative.

6. Operations Monitoring Policy

1. 1. Procedures must be defined to monitor beneficiary transactions that occur without direct Ministry interaction, verifying authenticity and the identity of individuals executing them.
2. 2. Unusual or suspicious transaction patterns, such as repetitive or unusually large transactions, must be analyzed.
3. 3. All beneficiary activities must be recorded, ensuring the accuracy and integrity of the logged data.
4. 4. Beneficiary complaints must be reviewed and analyzed to verify if they indicate abuse or non-compliance with Ministry regulations.
5. 5. Archived records and data must be periodically reviewed to verify beneficiary compliance with digital service requirements and Ministry policies.
6. 6. Personal and sensitive data submitted by the beneficiary must be periodically reviewed to ensure compliance with privacy regulations.
7. 7. This policy must be regularly reviewed for compliance with relevant laws and regulations related to the "Know Your Customer" initiative.

7. Risk Management Policy

1. 1. Potential risks within the Ministry that could lead to unauthorized access or misuse of services must be identified, and their probability, impact, and mitigation measures assessed.
2. 2. A risk mitigation plan must be developed, including procedures to educate beneficiaries, clarify their responsibilities, and establish a reporting mechanism for unknown beneficiaries.
3. 3. An integrated system must be developed to monitor beneficiary-related transactions, ensuring their documentation and analysis across all incoming and outgoing operations.
4. 4. Tools and mechanisms must be established to analyze data and identify patterns associated with high-risk beneficiaries to proactively assess risks and expand preventive measures.
5. 5. Procedures must be developed to assess risk levels by classifying beneficiaries into segments and defining specific risks for each segment, based on Ministry-approved methodologies.
6. 6. Risk management procedures (e.g., "Know Your Customer" checklist) must be applied during beneficiary registration to determine risk levels and define required procedures and controls.
7. 7. Warning systems must be activated to detect recurring risks affecting beneficiaries and warn the Ministry in a timely and effective manner.
8. 8. Sufficient flexibility must be provided to respond quickly to new and evolving risks by issuing alerts, modifying procedures, and updating security policies.
9. 9. High-risk beneficiary groups who may exploit services or access sensitive information for illegal purposes must be identified.
10. 10. Data classification controls must be implemented to verify the identity of high-risk beneficiaries and ensure their activities are monitored.
11. 11. Controls must be applied to verify the risk level for each beneficiary, and a scoring model built to determine risk levels based on approved criteria.
12. 12. Risk assessment must be an ongoing process, regularly reviewed and updated in line with service and user behavior changes.
13. 13. This policy must be regularly reviewed for compliance with relevant laws and regulations related to the "Know Your Customer" initiative.

8. Training and Awareness Policy

1. 1. Provide training to new employees and those involved to understand the importance of "Know Your Customer" procedures and how to implement them effectively, including risk assessment and the use of technologies such as artificial intelligence and data analytics to identify high-risk behaviors.
2. 2. Ensure that employees receive continuous training that includes real-life scenarios and case studies related to "Know Your Customer" to enable them to understand how to apply the policy and deal with different types of beneficiaries in accordance with applicable regulations.
3. 3. Organize educational workshops to raise employee awareness of how to handle digital identities and verify beneficiaries' data, especially in services involving sensitive or critical information such as financial or health data.
4. 4. Distribute awareness materials to employees on how to interact with beneficiaries and guide them on how to properly request and verify required information across various service delivery channels.
5. 5. Conduct periodic assessments to measure employee compliance with "Know Your Customer" policy requirements and update training content accordingly.
6. 6. Promote a culture of compliance within the Ministry by incorporating "Know Your Customer" policy content into onboarding training programs and employee manuals.
7. 7. This policy must be reviewed regularly to ensure compliance with relevant laws and regulations related to the "Know Your Customer" initiative.

Beneficiary Identification Procedures