The Saudi Ministry of Economy and Planning aims to achieve important goals in the Kingdom's Vision 2030 related to improving the quality of public services provided to beneficiaries. The Pioneers Group works with a group of partners to analyze and improve 10 customer journeys, and then use the result to create a world-class customer experience program that enables the customer to conduct customized journey research in digital or offline environments, and take actions to lead change in public service delivery.

The project includes developing a new methodology for reengineering government services in ten customer journeys. The project phases include:

• Developing criteria for selecting the target journey that contains broad areas for possible improvement.
• Documenting the current state of customer journeys through journey mapping and workshops with stakeholders and beneficiaries.
• Identifying a list of target journeys for improvement that should have a direct impact on the quality of public service delivery.
• Determining the future state of these journeys, including the scope of improvements in each journey.
• Implementing improvements and identifying their impact on the quality of public service delivery.
• Disseminating results to create a customer experience program.
• Build local capacities across all participating government entities.