Links to official Saudi websites end with gov.sa
All links to official websites of government agencies in the Kingdom of Saudi Arabia end with .gov.sa
Government websites use the HTTPS protocol for encryption and security.
Secure websites in the Kingdom of Saudi Arabia use the HTTPS protocol for encryption.
Registered with the Digital Government Authority under number :
20250519510
1 Introduction
This policy includes general guidelines for providing effective digital government services that meet the needs and expectations of beneficiaries by establishing a customer-centric foundation, enhancing user experience, promoting beneficiary participation, and adopting a beneficiary-centric culture within the CST.
2 Policy Scope
This policy covers key regulatory aspects related to beneficiary-centricity, with a focus on the following areas:
2.1 Establishing a beneficiary-centric foundation.
2.2 Enhancing beneficiary experience.
2.3 Promoting beneficiary participation and adopting a beneficiary-centric culture.
3 Policy Objectives
The beneficiary-centric policy aims to achieve the following:
3.1 Ensure ease of use of digital services provided by the CST and provide necessary information to beneficiaries.
3.2 Increase participation and interaction to enhance the relationship between the CST and beneficiaries, provide the necessary means to gather and analyze opinions, feedback, and suggestions from beneficiaries of digital services, and respond to them through consultations and incorporating opinions, feedback, suggestions, and advice from beneficiaries of digital services.
3.3 Provide a seamless experience for beneficiaries of the CST's digital services.
3.4 Increase trust in digital government services and improve usage rates.
3.5 Enhance beneficiary satisfaction with the CST's digital services by continuously improving the beneficiary experience, and ensuring responsiveness and interaction with their feedback and perspectives on the services provided.
3.6 Adopt principles of inclusivity and ease of use in designing digital services to ensure accessibility for all beneficiary segments.
4 Policy Provisions
The beneficiary-centric policy aims to achieve the following:
4.1 Adopt a one-time data request principle.
4.2 Identify priority digital services, taking into account beneficiaries' requirements.
4.3 Ensure the reliability of digital services, with clear and consistent identification and access.
4.4 Ensure equal access to digital information and services for all beneficiary categories, including residents of remote areas, individuals of all age groups, and persons with disabilities.
4.5 Provide multiple channels for delivering digital government services to meet the needs of all beneficiary segments.
4.6 Utilize comprehensive government platforms to securely collect and share user data among government entities, in compliance with personal data protection regulations and relevant frameworks.
4.7 Develop a comprehensive methodology for designing the beneficiary experience, including studying beneficiaries' requirements, needs, and expectations, understanding their behaviors, analyzing the beneficiary experience, conducting research to understand beneficiaries' needs, building a content structure, and applying principles of visual design, balance, contrast, visual hierarchy, and content writing.
4.8 Comply with the minimum accessibility and usability standards adopted by the World Wide Web Consortium (W3C) and the Web Content Accessibility Guidelines (WCAG 2.0) in all CST platforms.
4.9 Provide means of communication with beneficiaries through digital channels and facilitate beneficiary interaction with the CST.
4.10 Encourage beneficiaries to use digital services provided by the CST.
4.11 Take into account beneficiaries' opinions and continually encourage their participation in all stages of designing digital services provided by the CST.
4.12 Adopt methodologies to measure the impact of beneficiary-centric practices.
5 Definitions
Term | Definition |
|---|---|
Beneficiary: | The citizen, resident, visitor, government entities, or private sector organizations within and outside the Kingdom, who need to interact with the Telecommunications and Space Technology CST to access any of the provided digital services. |
Customer-Centricity: | The CST's ability to understand the aspirations, needs, and requirements of the beneficiary and prioritize them when designing digital services. |
Customer Experience: | The design of beneficiary interactions and communications across all touchpoints, individuals, and technologies over time to meet or exceed beneficiary expectations, thereby increasing satisfaction and ensuring the sustainability and continuity of the relationship. |
Visual Design: | Any form, symbol, image, or motion graphic used to present information to beneficiaries. |
Balance: | The use of design elements to achieve visual equilibrium in presenting information to beneficiaries, including color, size, position, shape, and repetition. |
Contrast: | The use of design elements to highlight differences in the way information is presented to beneficiaries. |
Visual Hierarchy: | The use of design elements to facilitate beneficiary navigation of information through its presentation. |