Project Components
The project involves developing and implementing an integrated beneficiary experience strategy for the National Center for Government Resources Systems. It covers creating policies and procedural guides, instituting satisfaction and experience measurement mechanisms, comprehensively reviewing products, systems and services, embedding experience considerations into future development, designing KPI dashboards and report templates, enabling decision‑makers, and establishing standards and implementation support for targeted services.
A. The Challenge
The main challenge was to establish a unified and measurable beneficiary experience across all services. It required identifying pain points in existing journeys and equipping leadership with reliable key performance indicators and reporting mechanisms. This would enable consistent improvements across government entities, private sector partnerships and individual beneficiary experiences.
B. Our Solution
Our solution was to implement an integrated customer experience strategy underpinned by governance policies, standardized measurement models and comprehensive reviews of services and products. We designed KPI dashboards and reporting templates and provided enablement to apply the proposed designs and improvements across the defined scope, ensuring that service and product enhancements are sustained.
C. Key Achievements
Among the key achievements were establishing customer experience standards and measurement mechanisms; designing dynamic dashboards and report templates; cataloguing beneficiary challenges with actionable recommendations; and enabling decision‑makers with on‑demand satisfaction indicators. The centre was also prepared to implement targeted service design enhancements and aligned with the wider objectives of a unified beneficiary experience.
Project Overview
Client:
National Center for Government Resources Systems
Value:
6,256,460 SAR
Start Date:
2022
End Date:
2024
Project Category:
Customer Experience
Project Tag:
Government
Duration:
Eighteen months
Project URL:
Status:
Completed
The Client Phone :
NA
Email :
NA
The Client Website :
ncgr.gov.sa