HTTPS
The Ministry of Human Resources and Social Development has harnessed its full potential to develop and adopt a beneficiary-centric methodology. By building an integrated digital ecosystem, the Ministry aims to elevate the quality of its premier services and initiatives in accordance with the highest international standards, directly contributing to the strategic objectives of Saudi Vision 2030.
Furthermore, the Ministry has intensified its efforts to measure and enhance beneficiary satisfaction in real-time across all service channels. This comprehensive system incorporates advanced measurement tools, specialized programs, and interactive dashboards. By leveraging Generative Artificial Intelligence (GenAI) to predict future needs, the Ministry is able to implement proactive improvements and practical solutions, ensuring that beneficiary feedback has a direct and tangible impact on the ongoing development process.
The "Virtual Work Branch" service has successfully reduced physical branch visits by 95% and boosted satisfaction levels to 90%. By enabling beneficiaries to complete their transactions electronically without the need for in-person visits, the service has significantly saved time and effort while providing a more flexible and seamless experience.
The Ministry also demonstrated exceptional digital responsiveness, with the average response time to beneficiary inquiries on "X" platform reaching just 16 minutes. Furthermore, 95% of complaints were resolved within 72 hours, and the average waiting time at call centers dropped to a mere 44 seconds, with an 85% First Call Resolution (FCR) rate. These metrics, coupled with an overall beneficiary satisfaction rate of 87%, reflect high management efficiency and sustainable performance quality.
In line with its commitment to empowering persons with hearing disabilities, the Ministry launched a specialized sign language service for beneficiary care, ensuring effective communication and inclusive access to all its services.
The Ministry recently inaugurated the "Creativity Rooms" project within government entities, aiming to foster innovation in the public sector and design effective regulatory frameworks and operating models that enhance creative and technical skills. The first phase of the project targets the Ministry of Hajj and Umrah, the Ministry of Defense, the Ministry of Transport and Logistic Services, and the Ministry of Environment, Water and Agriculture, alongside the Ministry of Human Resources and Social Development.
Furthermore, the Ministry and its affiliated platforms, "Qiwa" and "Musaned," secured eight international awards at the 2025 International Customer Experience (ICX) Awards, competing against a select group of public and private sector entities from around the globe. The Ministry also obtained the ISO 30401 certification, the first international standard specialized in Knowledge Management Systems, as well as the ISO 10002 certification, the global benchmark for Customer Satisfaction and Effective Complaint Handling. These achievements underscore the Ministry's commitment to implementing the highest standards of quality and transparency in enhancing the beneficiary experience through distinguished performance, ultimately driving operational efficiency in alignment with the Kingdom’s ambitious Vision 2030.
