The digital government launches the "Digital Report" service to improve response and raise beneficiary satisfaction.

Mecca - Saudi Arabia

The Digital Government Authority has launched the "Digital Report" service through the Amer Center. The service aims to enhance engagement and interaction between government agencies and beneficiaries, provide a seamless and integrated experience for digital government services, and improve responsiveness and customer satisfaction.

His Excellency Eng. Ahmed Al-Suwaian, Governor of the Digital Government Authority, explained that the Amer Center, through the "Digital Report" service, aims to open channels of communication with beneficiaries of digital government services and listen to their suggestions to develop communication and enhance the effectiveness of government services.

The “Digital Report” service provides three paths for receiving beneficiaries’ reports about digital government services. These include “Filing a Complaint,” which enables beneficiaries to escalate a complaint submitted regarding a digital service that has been processed for more than five days, or if a complaint cannot be opened. Additionally, “Transformation Request,” which enables beneficiaries to submit a request to convert a paper-based service to a digital one, is also available. Additionally, “Development Proposal,” which provides a proposal to develop a digital service for a government entity, will contribute to accelerating the pace of digital transformation and improving the beneficiary experience.

The Authority had previously launched an e-participation initiative via the "Tafa'ul" platform, providing all segments of society with the opportunity to participate in submitting opinions, comments, suggestions, and other information, as well as participating in online opinion polls to improve and develop government services.

The Amer Center complements the Authority's efforts to improve response to beneficiaries' complaints and suggestions, in line with the strategic directions of the digital government and to achieve the goals of Saudi Vision 2030.