The government of the Kingdom of Saudi Arabia has always sought ways to enhance communication with Saudi society, in continuance of the well-established approach adopted by the political leadership through Royal Council, as well as other regular meetings between the leadership and its people.
Today, after the launch of the development process, which has led to great leaps forward in the fields of state-of-art technology and e-transactions, the government continues its commitment to this approach by adopting an online participation concept.
In doing so, the government aims to engage the public in improving and developing its systems and services and also to take public opinion and need into account when drafting legislation and law in order to make the citizen and his/her concerns, the center of the decision-making process.
This will be done by utilizing assorted forms of online communication and participation, which will become platforms for the exchange of views and ideas regarding the nature of legislation and laws to be implemented by the government, as well as regarding potential services to be offered to the public.
Such interaction and participation will help towards draft legislation and laws that actually meets the needs of all who live in the Kingdom, citizens, expatriate residents and also the private sector. This process will take different forms, including measuring customer satisfaction at the national level each year and posting the results of these studies on the e-government program website, YESSER. In addition, the government will be kept aware of public opinion through portals, such as the Ma3an Portal for the labor and employment sector, that are aimed at engaging the public in the decision-making process.
This guide is the fruit of cooperation between YESSER and a wide spectrum of government agencies, academic institutions, private sector organizations and NGOs. By sharing their advice, expertise and means, all parties have made significant contribution to creating the guide. YESSER is pleased to express its gratitude and appreciation to all those who took part.
Customer Satisfaction Surveys:
In order to improve e-services and diversify delivery channels, Saudi government agencies adopt several methods to get feedback from customers on e-Government services. Customer satisfaction is becoming a major element of improving productivity and efficiency of the public sector organizations and delivering better services that meet the needs of individuals, businesses and government agencies. Yesser used to conduct regular customer satisfaction polls and research on e-Government services in all regions of Saudi Arabia. Targeted audience include male and female citizens, expatriates, businesses and government agencies. The following themes have been measured: Awareness, Accessibility, Satisfaction, Reliability.
We are now in the process of polling customer satisfaction on the e-Government services for the year 2016 - 2017.
Customers’ satisfaction survey 2012-2013
Implementing a survey on e-Government customer satisfaction indicators in Saudi Arabia 2012-2013.
- Government/Citizens (G2C) 5000 Respondents Analysis
- Government/Business (G2B) 1500 Respondents Analysis
- Customers’ satisfaction survey archive
In order to ease delivery of all government services to male and female citizens, the Custodian of The Two Holy Mosques issued instructions to establish Twasul portal; an e-service from the Royal Court for reporting any shortcomings of any government agency to his majesty the King. It is interested in the welfare of all citizens. Shura Council is keen to receive constructive proposals from citizens that serve public rather than personal interests. This link has therefore been launched as a communication channel to facilitate submission of a summary of the report content. It is recommended that a separate form would be used for each proposal.
The following agencies provide information and diverse expertise that contribute to supporting Saudi Arabia decision making process:
Ministry of Foreign Affairs adopted e-participation concept using tools that support interaction between citizens and relevant parties on one side and the Ministry on the other side in order to deliver better services, functions and policies. The tools in question include:
- Share Your Viewpoint: This tool enables the Ministry to request opinion from the public on certain issues. Inputs on issues of interest to customers of the Ministry of Foreign Affairs will be requested from the public within a certain period. Opinions will then be discussed and analyzed to use them in the decision making process.
- Your Opinion: Contrary to other tools, Your Opinion allows all users to take initiative and present their respective opinions and suggestions for voting and discussion by the public and eventual implementation by the Ministry.
- Voting: This tool is designed for public polling on certain issues. Result of the polls will be used by the Ministry decision makers
2- Ministry of Labor and Social Development
Ministry of Labor and Social Development developed Ma3an Portal – a transparent, collaborative, shared platform designed to improve business processes, develop and improve products and services
The Public Education Evaluation Commission launched “Our Teachers” platform. It entertains ideas and suggestions from teachers and people interested in the education process on teachers’ professional criteria. It is a brainstorming process on the criteria on which the education process should be built. All people with teachers at the forefront are partners in the decision making for development and improvement of education. Participate now.
Similar examples from other agencies:
- Ministry of Communication and Information Technology
- Saudi Arabia Standards, Measurement and Quality
- Ministry of Civil Service
The government further felt the need to develop mechanisms and tools for interaction with the public. This has been achieved by encouraging the creation of online participation platforms. The government recognizes the importance of such a concept in combating bureaucracy and facilitating communication between the different segments of society and government officials.
The effective response of several public bodies, in line with the directives of the national leadership, has played a major role in encouraging the adoption of the online participation concept, as has been represented by the launch of online communication channels such as online fora and blogs, as well as by creating their own official pages on different social media channels like Facebook and Twitter. These examples prove the Kingdom’s interest in identifying its people’s needs and in remaining in close and open contact with them.
Saudi Portal on Social Networks
The Saudi Portal has launched accounts on social networks (Facebook, Twitter and Youtube) to better communicate with different segments of society, encourage a sense of community participation and serve as a useful source of information on Saudi Arabia and its government, for citizens and visitors alike.
The accounts all connect to the online and technical services offered by public institutions in Saudi Arabia under the hashtag (#سعودي_الكتروني), and will inform users of the Kingdom’s latest events, technical achievements and news about Saudi society.