Project Components
We diagnosed the current situation and designed a comprehensive customer experience strategy and operating model for the National Center for Non-Profit Sector Development. The project covered process mapping, digital and physical channels, future channel vision, customer satisfaction metrics, experience measurement systems, and governance frameworks.
A. The Challenge
The Center needed an integrated framework to provide a consistent, measurable customer experience across diverse services. Existing processes and channels were fragmented, and there was no structured method to capture insights, set standards, or manage complaints.
B. Our Solution
We assessed operations, defined a future vision for digital channels, developed experience metrics and analytics, and designed governance and organizational models. We created customer journey maps, analysis tools, and a complaints and feedback handling methodology.
C. Key Achievements
The project delivered a complete customer experience strategy, operating model, and roadmap, established measurement frameworks and dashboards, and implemented policies, procedures, and training to activate customer experience management, positioning the Center to enhance beneficiary satisfaction.
Project Overview
Client:
National Center for Non-Profit Sector Development
Value:
6,956,520 SAR
Start Date:
2023
End Date:
2025
Project Category:
Digital Transformation, Customer Experience
Project Tag:
Government
Duration:
Eighteen months
Project URL:
Status:
Completed
The Client Phone :
19918
The Client Email :
mc@ncnp.gov.sa
The Client Website :
ncnp.gov.sa