News & Events

Kaizen Serves as Knowledge Sponsor of the Beneficiary Experience Excellence Award for the Second Consecutive Year at the Fifth Annual Beneficiary Experience Forum of the Ministry of Human Resources and Social Development

Kaizen Consulting participated as the Knowledge Sponsor of the Beneficiary Experience Excellence Award during the Fifth Annual Beneficiary Experience Forum organized by the Ministry of Human Resources and Social Development. The forum was held on October 2, 2026, under the patronage of His Excellency the Assistant Minister for Shared Services and under the theme “Beneficiary Experience Towards the Future.”

The forum formed part of the Ministry’s ongoing efforts to enhance the quality of government services and elevate the beneficiary experience. It showcased a range of experiences, practices, and initiatives aimed at improving services, increasing their quality and efficiency, and strengthening their responsiveness to beneficiaries’ needs.

The forum also witnessed the announcement of the winners of the Beneficiary Experience Excellence Award, which includes two categories: “The Most Mature Service Channel in Beneficiary Experience Management” and “The Highest-Performing Service in the Beneficiary Satisfaction Index.” Awards were presented at the Gold, Silver, and Bronze levels in recognition of initiatives and efforts that contributed to developing service delivery channels, increasing beneficiary satisfaction, and promoting excellence in beneficiary experience practices.

Kaizen’s role as Knowledge Sponsor of the Beneficiary Experience Excellence Award for the second consecutive year builds on its participation as Knowledge Sponsor when the award was launched last year. It also reflects Kaizen’s expertise in beneficiary experience and government service development, as well as its work in supporting organizations in building and developing beneficiary experience ecosystems that are more focused on beneficiaries’ needs. These efforts contribute to enhancing service quality, improving the overall experience, and ensuring the sustainability of continuous improvement.

The King Abdulaziz Quality Award has launched the 2026 National Institutional Excellence Model in its fourth edition, continuing its role as a national reference framework that supports organizations in adopting quality and institutional excellence practices, enhancing performance efficiency, and strengthening their ability to achieve sustainable results.

The updated model aligns with the objectives of Saudi Vision 2030, while promoting greater integration between national policies and strategies and improving the effectiveness of programs and initiatives. This contributes to achieving sustainable institutional impact and delivering added value to stakeholders.

The model is built around the interconnection of three core components: principles, criteria, and the “Itqan” Institutional Assessment Tool. Together, these components provide an integrated framework that helps organizations understand excellence requirements, apply them effectively, and systematically assess their level of institutional maturity.

The updated edition emphasizes several key enablers of institutional excellence, including institutional leadership, human capital, the ecosystem, data and information management, and sustainability concepts. These enablers contribute to stronger institutional outcomes, highlight the requirements of the next phase, and support the competitiveness of national organizations.

This update represents an important opportunity for organizations seeking to enhance their institutional performance, review their methodologies, and align their practices with the updated national model in preparation for upcoming cycles of the King Abdulaziz Quality Award.

The General Court of Audit has achieved a new milestone by receiving the International Recognition for Institutional Excellence Certificate from the European Foundation for Quality Management (EFQM) at the Two-Star level, as part of its institutional excellence journey, during which Kaizen Consulting supported and prepared the General Court of Audit in accordance with the requirements of the EFQM 2025 Model.

The Two-Star level represents the highest level within the EFQM Rapid Assessment process and reflects the General Court of Audit’s adoption of leading global practices in institutional excellence, quality, and sustainable performance.

This achievement builds on the General Court of Audit’s ongoing efforts to enhance its operating model, improve performance efficiency, and strengthen continuous improvement practices, supporting sustainable excellence and alignment with leading international practices and models.

Kaizen Consulting is proud of its partnership with the General Court of Audit and its contribution to supporting the Court’s journey toward institutional excellence and achieving this international recognition. This reflects Kaizen’s commitment to enabling its partners to achieve sustainable, internationally recognized results in accordance with leading global models and standards.

We congratulate the Kingdom of Saudi Arabia and its wise leadership on achieving a 99% score in the assessment of 100 government services under the Government Electronic and Mobile Services (GEMS) Index 2025, issued by the United Nations Economic and Social Commission for Western Asia (ESCWA).

Kaizen, the strategic partner of the Digital Government, extends its sincere congratulations to the Kingdom of Saudi Arabia, the Digital Government Authority (DGA), and all government entities on the Kingdom's achievement of ranking first regionally in the Government Electronic and Mobile Services (GEMS) Maturity Index 2025, with an outstanding score of 99% for the fourth consecutive year.

This achievement reaffirms the sustainability of the Kingdom's digital government transformation journey and reflects the success of national efforts to deliver integrated digital government services built on service quality, citizen satisfaction, and accessibility. It further strengthens Saudi Arabia's position as a global benchmark in digital government service delivery.

At Kaizen, we are proud of our strategic partnership with the Digital Government Authority and our contribution to several national initiatives that have advanced excellence and digital transformation. Foremost among these is the development of the Digital Experience Maturity Index, which has helped institutionalize a culture of measurement and continuous improvement while enhancing the quality of government digital experiences in line with international best practices.

This milestone demonstrates that sustained investment in digital governance, innovation, citizen experience, and continuous measurement is the foundation for achieving and maintaining advanced levels of digital maturity. It also reinforces the objectives of Saudi Vision 2030 and strengthens the Kingdom's global competitiveness.

Professor Ibrahim Aljarah, Senior Executive Advisor at Kaizen Consulting, delivered a lecture at the University of Jordan, organized by the Cultural Committee, titled “The Future of Scientific Research with Artificial Intelligence: What Needs to Change?”

During the lecture, Aljarah highlighted the major transformations artificial intelligence is bringing to the scientific research ecosystem. He emphasized that AI is no longer limited to supporting writing, summarizing papers, or improving language, but is increasingly contributing to deeper stages of research, including formulating research questions, identifying research gaps, generating hypotheses, analyzing data, and supporting scientific discovery.

Aljarah stressed that the main issue is not simply accelerating the production of research papers, but improving the quality of scientific thinking and producing deeper, more reliable knowledge. He noted that AI should serve as a partner to the researcher, not a substitute for the researcher’s critical judgment.

He also warned against the risks of uncritical reliance on AI, including the erosion of research skills, weak verification practices, and what he described as “the illusion of knowledge syndrome,” where a researcher or student feels they understand a topic simply because they have obtained ready-made answers or summaries.

Aljarah called for clear university policies to regulate the use of AI in scientific research, including disclosure of AI use, protection of sensitive data, preservation of academic integrity, and training researchers and graduate students to use these tools responsibly.

He concluded by emphasizing that the future of scientific research will belong not to those who reject AI, nor to those who surrender to it completely, but to those who know how to use it without giving up their scientific independence, their ability to question, verify, and think deeply.

Kaizen Consulting proudly participated as a Sponsor and Partner of the Gulf Customer Experience Awards, one of the region’s premier platforms for recognizing excellence and showcasing best practices in Customer Experience.

The event brought together leading organizations from the public, private, and non-profit sectors, alongside a distinguished group of Customer Experience professionals, practitioners, and thought leaders from across the Gulf region and beyond.

Kaizen experts also contributed as members of the judging panel, working alongside international industry specialists to evaluate outstanding initiatives and recognize excellence across multiple categories.

Our participation reflects Kaizen’s ongoing commitment to advancing Customer and Beneficiary Experience practices, supporting organizations in designing better journeys, strengthening customer voice programs, measuring impact, and building sustainable service transformation capabilities.

We extend our congratulations to all winners and finalists and look forward to continuing our contribution to the advancement of Customer Experience excellence across the region.

Kaizen Consulting is participating in the Forrester CX Summit EMEA 2026 in Amsterdam, represented by Ahmad Alzo'ubi. The summit brings together global leaders in customer experience, digital transformation, and marketing to explore emerging trends in AI, trust, and experience design. The participation reflects Kaizen’s commitment to bringing world-class insights and best practices to its clients.
 

Kaizen Consulting, in collaboration with #Adaa_Center, organized a collaborative workshop with public sector entities on the “Beneficiary Experience Measurement Methodology,” aiming to enhance measurement practices, improve service quality, and strengthen integration with government entities to advance beneficiary experience measurement practices.

This workshop was held as part of the “Updating Beneficiary Experience Measurement Methodologies in Public Sector Entities” project for the National Center for Performance Measurement of Public Agencies (Adaa). The project aims to develop advanced national methodologies for measuring and analyzing beneficiary experience, as well as building unified frameworks and guidelines that support improving government service quality and enhancing data-driven decision-making based on accurate indicators.

The project includes several developmental phases, such as assessing and analyzing the current state, conducting benchmarking studies against leading international practices, updating measurement methodologies, and developing mechanisms for calculating overall satisfaction indicators. It also covers the development of service quality measurement guides, along with designing a strategic roadmap and communication mechanisms to ensure sustainable implementation and stronger integration among government entities.