The Digital Government Authority has expanded the scope of the 'Digital Report' service under the 'Aamer' Center, from receiving complaints about digital government services to enabling beneficiaries to report paper-based services that are still provided outside digital channels, and to propose the development of existing government services or the creation of new digital services, in a step aimed at accelerating digital transformation and enhancing the quality of government services. Beneficiary Feedback The service is part of an approach focused on engaging beneficiaries in the development of government services, allowing for the escalation of complaints related to digital services when they are not processed within specified periods or are closed without reaching a satisfactory solution. It also receives reports regarding the absence of a complaint mechanism or the malfunction of digital systems, ensuring that government entities respond to beneficiary feedback and improve their digital experience.

New Services The scope of the service extends to receiving requests for converting paper-based services into digital services, after verifying that there is no electronic alternative available. This contributes to identifying services that still rely on traditional procedures and supports government entities in completing their digital transformation journey according to beneficiaries' needs. The service also allows receiving proposals to develop existing digital services or create new ones, thereby enhancing innovation and raising the quality of government services.

Service Quality The 'Aamer' Center acts as a liaison between the beneficiary and the government entity, receiving and reviewing reports before forwarding them to the relevant authority for processing. The beneficiary receives electronic notifications at various stages of report processing, including registration, requests for additional data if needed, status changes, and closure, in addition to the ability to evaluate the provided solution and measure satisfaction levels, thereby supporting continuous improvement of government performance. According to the guideline, the service aims to increase beneficiary satisfaction, improve responsiveness of government entities, enhance the quality of digital services, and accelerate digital transformation, in line with the objectives of Saudi Vision 2030 aimed at establishing the Kingdom's position among the leading countries globally in digital government.

Digital Report - Enables reporting of government services still provided on paper - Requires knowledge of the government entity and the name of the paper service before submitting the report. - Receives requests to convert paper services to digital services - Reports are studied by the government entity and decisions are made - Enables the beneficiary to propose development of existing digital services - Continues the service of escalating complaints regarding digital government services when stalled < Previous PageNext Page >