المملكة: Digital transformation reduces visits to human resources branches by 95%
The Ministry announced Kingdom’s Vision 2030.
Beneficiary Satisfaction and Speed of Interaction
The Ministry revealed an integrated interactive system to measure beneficiary satisfaction in real time, which led to raising the overall satisfaction rate to 87%, thanks to the speed of response and the efficiency of proactive digital solutions.
The Ministry recorded record numbers in the speed of digital interaction, as the average response time via the “X” platform reached only 16 minutes, while it succeeded in dealing with 95% of complaints within A period not exceeding 72 hours.
Call center statistics showed high efficiency with waiting time decreasing to 44 seconds, with staff being able to solve 85% of Problems and inquiries from the beneficiary’s first call.
Launching the sign language service
In a step to enhance inclusiveness, the Ministry launched a specialized service to care for beneficiaries in sign language, to enable people with hearing disabilities to fully access all services and initiatives effectively.
With regard to government innovation, the Ministry launched the “Creative Rooms” project, which in its first phase targets five sovereign and service ministries, to design advanced operational models that enhance creativity skills. And technology.
These efforts culminated in an exceptional international harvest, as the Ministry and the “Qawawi and Musaned” platforms won 8 international awards at the International Customer Experience Awards for the year 2025, outperforming an elite group of international bodies.
The Ministry also strengthened its leadership by obtaining two ISO certificates “ISO 30401” in knowledge management and “ISO 10002” in beneficiary satisfaction management, to be the first body to apply these international standards. Effectively.
These digital achievements and international awards reflect the Ministry’s commitment to applying the highest standards of transparency and operational efficiency, ensuring the provision of a smooth user experience that keeps pace with major national ambitions.
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