{"id":349934,"date":"2025-11-17T08:31:44","date_gmt":"2025-11-17T08:31:44","guid":{"rendered":"https:\/\/new.kaizen.sa\/gs-project\/improving-beneficiary-experience-program\/"},"modified":"2026-04-12T07:51:41","modified_gmt":"2026-04-12T07:51:41","slug":"improving-beneficiary-experience-program","status":"publish","type":"gs-project","link":"https:\/\/kaizen.sa\/en\/gs-project\/improving-beneficiary-experience-program\/","title":{"rendered":"Improving Beneficiary Experience Program"},"content":{"rendered":"<h4 style=\"font-weight: bold; text-transform: uppercase; font-size: 24px; color: #565656; letter-spacing: 0.1em; line-height: 1.6em;\">Project Components<\/h4>\n<blockquote style=\"border-left: 5px solid rgba(0, 0, 0, 0.25);\"><p>This programme for the Ministry of Economy and Planning sought to enhance the experience of citizens and businesses when interacting with government services. It designed customer journey maps, established service standards and feedback channels, trained frontline staff, and implemented a continuous improvement framework to build trust, increase satisfaction and support national welfare.<\/p><\/blockquote>\n<p><b>A. The Challenge<\/b><\/p>\n<p>Government service users had rising expectations but lacked a unified, customer\u2011centric experience, undermining satisfaction and trust in public services.<\/p>\n<p><b>B. Our Solution<\/b><\/p>\n<p>A beneficiary experience programme was established with clear service standards, end\u2011to\u2011end journey design, feedback mechanisms, and targeted training to embed a culture of service excellence across departments.<\/p>\n<p><b>C. Key Achievements<\/b><\/p>\n<p>Service journeys were redesigned based on user insights; satisfaction levels rose; a measurement system and governance model were implemented; and employees adopted customer\u2011centric behaviours.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A programme to enhance the experience of citizens and businesses through customer journey mapping, service standards development, staff training, trust-building, and support for national well-being.<\/p>\n","protected":false},"featured_media":352287,"comment_status":"closed","ping_status":"closed","template":"","gs-project-category":[212],"gs-project-tag":[214],"class_list":["post-349934","gs-project","type-gs-project","status-publish","has-post-thumbnail","hentry","gs-project-category-customer-experience","gs-project-tag-government"],"_links":{"self":[{"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/gs-project\/349934","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/gs-project"}],"about":[{"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/types\/gs-project"}],"replies":[{"embeddable":true,"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/comments?post=349934"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/media\/352287"}],"wp:attachment":[{"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/media?parent=349934"}],"wp:term":[{"taxonomy":"gs-project-category","embeddable":true,"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/gs-project-category?post=349934"},{"taxonomy":"gs-project-tag","embeddable":true,"href":"https:\/\/kaizen.sa\/en\/wp-json\/wp\/v2\/gs-project-tag?post=349934"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}