Beneficiary centralization policy
This policy defines the framework, principles, and guidelines for implementing the beneficiary-centric policy with the aim of:
• Ensuring ease of use of the Center’s services and providing the necessary information to beneficiaries.
• Providing a seamless experience for beneficiaries using the Center’s services.
• Increasing trust in the Center and raising the level of its usage.
• Enhancing beneficiary satisfaction through continuous improvement of the beneficiary experience, ensuring responsiveness, and interacting with their feedback and needs regarding the services provided.
• Promoting a beneficiary-centric culture within the Center and ensuring that the Center’s staff adopt the principle of focusing on the beneficiary when making decisions that may affect their satisfaction and experience with the services.
Definitions
Center: The National Center for Government Resource Systems
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Beneficiary Experience: The general perception and feelings of beneficiaries toward the center and the services it provides, based on their interactions and experiences, and their perceived satisfaction with the quality and effectiveness of this experience.
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Beneficiaries: Citizens, residents, visitors, government agencies, private sector organizations, or non-profits inside and outside the Kingdom who need to interact with the center to access any of the services provided.
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Beneficiary Centrality: The center engages with beneficiaries to understand their aspirations and prioritize their needs and requirements when designing digital services.
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Contact Point: Any interaction between beneficiaries and the center, such as visiting the center's website or platforms such as the Etimad platform, a phone call to the Etimad Center, email, or any other communication channel.
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Adopting a Beneficiary-Centric Culture: Formulating and implementing strategies, methodologies, and mechanisms that help establish a beneficiary-centric culture.
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Beneficiary Participation: Enhancing the role of beneficiaries and transforming them into active partners in developing and improving services by learning about their thoughts and insights about their experience receiving services. Digital Services: Services that can be accessed through digital channels.
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Procedure Documentation: Documenting, modeling, and standardizing internal procedures to ensure consistent, high-quality beneficiary experiences.
Scope
Center: The National Center for Government Resource Systems
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Beneficiary Experience: The general perception and feelings of beneficiaries toward the center and the services it provides, based on their interactions and experiences, and their perceived satisfaction with the quality and effectiveness of this experience.
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Beneficiaries: Citizens, residents, visitors, government agencies, private sector organizations, or non-profits inside and outside the Kingdom who need to interact with the center to access any of the services provided.
-
Beneficiary Centrality: The center engages with beneficiaries to understand their aspirations and prioritize their needs and requirements when designing digital services.
-
Contact Point: Any interaction between beneficiaries and the center, such as visiting the center's website or platforms such as the Etimad platform, a phone call to the Etimad Center, email, or any other communication channel.
-
Adopting a Beneficiary-Centric Culture: Formulating and implementing strategies, methodologies, and mechanisms that help establish a beneficiary-centric culture.
-
Beneficiary Participation: Enhancing the role of beneficiaries and transforming them into active partners in developing and improving services by learning about their thoughts and insights about their experience receiving services. Digital Services: Services that can be accessed through digital channels.
-
Procedure Documentation: Documenting, modeling, and standardizing internal procedures to ensure consistent, high-quality beneficiary experiences.
Policy provisions
Center: The National Center for Government Resource Systems
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Beneficiary Experience: The general perception and feelings of beneficiaries toward the center and the services it provides, based on their interactions and experiences, and their perceived satisfaction with the quality and effectiveness of this experience.
-
Beneficiaries: Citizens, residents, visitors, government agencies, private sector organizations, or non-profits inside and outside the Kingdom who need to interact with the center to access any of the services provided.
-
Beneficiary Centrality: The center engages with beneficiaries to understand their aspirations and prioritize their needs and requirements when designing digital services.
-
Contact Point: Any interaction between beneficiaries and the center, such as visiting the center's website or platforms such as the Etimad platform, a phone call to the Etimad Center, email, or any other communication channel.
-
Adopting a Beneficiary-Centric Culture: Formulating and implementing strategies, methodologies, and mechanisms that help establish a beneficiary-centric culture.
-
Beneficiary Participation: Enhancing the role of beneficiaries and transforming them into active partners in developing and improving services by learning about their thoughts and insights about their experience receiving services. Digital Services: Services that can be accessed through digital channels.
-
Procedure Documentation: Documenting, modeling, and standardizing internal procedures to ensure consistent, high-quality beneficiary experiences.
Policy Terms
Center: The National Center for Government Resource Systems
-
Beneficiary Experience: The general perception and feelings of beneficiaries toward the center and the services it provides, based on their interactions and experiences, and their perceived satisfaction with the quality and effectiveness of this experience.
-
Beneficiaries: Citizens, residents, visitors, government agencies, private sector organizations, or non-profits inside and outside the Kingdom who need to interact with the center to access any of the services provided.
-
Beneficiary Centrality: The center engages with beneficiaries to understand their aspirations and prioritize their needs and requirements when designing digital services.
-
Contact Point: Any interaction between beneficiaries and the center, such as visiting the center's website or platforms such as the Etimad platform, a phone call to the Etimad Center, email, or any other communication channel.
-
Adopting a Beneficiary-Centric Culture: Formulating and implementing strategies, methodologies, and mechanisms that help establish a beneficiary-centric culture.
-
Beneficiary Participation: Enhancing the role of beneficiaries and transforming them into active partners in developing and improving services by learning about their thoughts and insights about their experience receiving services. Digital Services: Services that can be accessed through digital channels.
-
Procedure Documentation: Documenting, modeling, and standardizing internal procedures to ensure consistent, high-quality beneficiary experiences.