Through this project, the Ministry of Economy and Planning is establishing a Customer Experience (CX) program aimed at improving beneficiaries' experiences through the provided public service journeys. This project is one of the initiatives designed to achieve goal number (5.2.5) of the Kingdom's Vision 2030, which aims to improve the quality of public service delivery to individuals.

Al-Rowad Group has been tasked with establishing this National Customer Experience Program. Here's a brief description of the project's scope of work:

• Survey regional and international best practices regarding the implementation of similar customer experience programs, including but not limited to technologies, processes, and people.
• Gap analysis to identify the current situation within the governance framework for the role of the Customer Experience program, stakeholders, roles of relevant authorities, and expected outcomes of the Customer Experience program, all supported by a comparison with current Customer Experience programs inside and outside the Kingdom.
• Develop a governance model including roles and responsibilities in terms of its relationship with other government entities.
• Define a comprehensive operational model that illustrates how various internal and external stakeholders interact with the program's structure, functions, governance, authorities, individuals, talents, data, and systems.
• Utilize data and lessons learned from the “Government Services Reengineering” project to improve the operational model.
• Conduct awareness campaigns to mobilize support for the program.
• Build local capacities across all participating government entities.