Beneficiary Experience

Improving and developing public entities by measuring the quality of government services and beneficiary satisfaction with them.

Objectives

Supporting Public entities and their initiatives in improving their services by measuring the quality of these services and beneficiary satisfaction

Enhance transparency by sharing beneficiary experience reports with stakeholders.

Measurement Tools

The satisfaction of the beneficiary is measured by several procedures from several aspects to be analyzed appropriately, namely:

Measurement Levels

To achieve the best measurement result and to reach the best experience, beneficiary satisfaction is measured at two main levels:

Beneficiary's Journey
General entity level

The center defined the beneficiary's main journeys in different fields, and the measurement of satisfaction with the beneficiary's journeys aims to come up with a satisfaction index specific to the journey itself and the services provided. This level is considered (partial measurement) for the entities participating in the journey, where a report is issued with the measurement results, and a copy of it is sent to all entities participating in the implementation of the journey services.

Examples of beneficiary trips:

Performing Umrah & visit Prophet Mosque

Performing Hajj

Buying a home

Getting married

Receiving government support for employment

Enrolling and receiving education

Travelling by air

Receiving healthcare

“The measurement is made at the level of services provided by a specific entity, with the aim of coming up with a satisfaction index specific to the entity itself and the services it provides.

This level is considered a (complete measurement) for the entity, and a report is issued with the results of the measurement, and a copy of it is sent to the entity.”