Central Beneficiary Management Policy

Introduction:
King Abdullah City for Atomic And Renewable Energy adopts a beneficiary-centric approach, where the beneficiary is at the center of all service-related processes and procedures. This policy explains the importance of redesigning services, programs, and systems to focus on beneficiaries’ needs and expectations instead of internal procedures.

Adopting this policy reflects a strategic shift toward a model that prioritizes the beneficiary experience. The relationship with these beneficiaries is considered an important factor in the overall success and sustainability of K.A.CARE.

General Provisions
First: Principles of Beneficiary Centricity
The General Department of Corporate Communication is responsible for developing supporting policies to adopt the concept of beneficiary centricity in service delivery. This aims to ensure effective use and adoption by beneficiary, in line with issued governmental regulations, and in cooperation with the relevant administrative units, as follows:

1 Developing a service strategy based on the concept of beneficiary centricity, and establishing the plans, programs, and mechanisms for implementation and follow-up.
The strategy shall include:
1-1 Plans, programs, and implementation mechanisms.
1-2 Analysis of the current and target status of services.
1-3 Vision and objectives of the services provided and planned to be provided.
1-4 Identification of target groups for services delivery.
1-5 Analysis of services requirements and identification of key processes, service stages, and the time required for each stage.
1-6 Identification of mechanisms and indicators to measure service performance, to support monitoring and improvement.
1-7 Identification of mechanisms to analyze available data on users and beneficiaries and use it to improve services and meet their needs.
1-8 Development of an effective marketing plan to promote services and attract users and beneficiaries.
1-9 Commitment to designing services in a way that reflects a beneficiary-centric approach, by providing a clear and easy-to-use user interface.

2 Easy access to information and services, which includes:
2-1 Ensuring that K.A.CARE’s information and services are available through different channels, including but not limited to (website, Tawakkalna, call centers, field visits, and others), at any time from any place for all beneficiaries.
2-2 Ensuring continuous improvement in user interface design throughout the service lifecycle to enable beneficiaries to access information clearly and smoothly.
2-3 Ensuring the availability of high-speed communication networks to enable access to information and services. Providing monitoring improvement systems to measure performance and periodically correct deviations, ensuring sustainable service quality.
2-4 Providing continuous training for service providers within K.A.CARE to enhance their technical and practical skills, ensuring the delivery of high-quality services that meet beneficiaries expectations.
2-5 Providing content and support through different communication methods, such as text, images, videos, to meet the needs of different user groups.
2-6 Providing various technologies to access information and services, such as interactive screens, audio devices, and supporting tools such as font size adjustment, to accommodate people with disabilities.
2-7 Providing multiple services channels to ensure that the needs of all beneficiary groups, including those unable to access services, are met.
2-8 Providing communication services across all channels in Arabic and other languages used in local communities, to facilitate communication and service delivery for non-Arabic speaking beneficiaries.
2-9 Providing all necessary means to facilitate access for beneficiary with disabilities, including:
2-9.1 Designing K.A.CARE’s website and related platforms in a way that to enables easy access for people with disabilities, and providing them with supportive tools and electronic services. This is to be in line with the Guideline for Web Accessibility of Digital Channels Content issued by the Digital Government Authority (DGA), the Web Content Accessibility Guidelines (WCAG 2.1), and the Universal Accessibility Guidelines. This also includes ensuring that services are inclusive across all service channels and not limited to digital services.
2-9.2 Applying the principle of freedom of information by enabling beneficiaries to access unrestricted public information easily; and clarifying the process for submitting requests to obtain information in accordance with approved regulations.

3 Priority services:
Priority services should be identified based on the needs and requirements of beneficiaries, and aligned with K.A.CARE’s strategic directions. This is achieved through the following:
3-1 Defining strategic and operational targets to increase usage rates for each priority service and measuring these rates to prepare relevant reports.
3-2 Ensuring the reliability of the provided services and making them clearly identifiable and accessible.
3-3 Ensuring the security and protection of beneficiaries’ data and providing appropriate security measures and tools to prevent breaches, in compliance with the approved cybersecurity polices and the requirements of the Data Management Office.
3-4 Fulfilling cybersecurity requirements from the earlies stages of designing and developing digital services, in line with the controls and standards of the National Cybersecurity Authority (NCA).
3-5 Coordinating continuously with the General Department of Cybersecurity regarding potential security threats and ensuring emergency plans are in place to manage such cases efficiently and promptly.
3-6 Leveraging comprehensive government platforms to securely collect and share beneficiaries data among government entities, in line with the Personal Data Protection Law, the Whole-of-Government Platforms Policy, and the approved policies and procedures of K.A.CARE’s Data Management Office.

Second: Improving Beneficiary Experience
 
It includes implementing all aspects related to enhancing the beneficiary experience across various services channels. This should be aligned with the regulation issued by DGA, the National Center for Performance Measurement (Adaa), and other relevant government entities. Also, it involves integrating with shared government platforms such as the National Single Sign-On (Nafath), Tawakkalna app, and Whole-of-Government platforms (where applicable). This is achieved through the following:
 
1-1  Establishing a methodology for designing the beneficiary experience that takes into consideration the beneficiaries’ needs, behaviors, and expectations, by:
1-2  Developing a mechanism to analyze beneficiaries’ requirements, behaviors, and challenges and designing the experience to meet these needs effectively.
1-3  Testing the beneficiary experience periodically, evaluating feedback, and updating it in coordination with the Institutional Excellence Department to improve services and related procedures.
1-4  Developing a content framework that outlines the steps beneficiaries take while using services, ensuring all information and steps are organized in a clear, logical, and practical manner.
1-5  Designing navigation within the external website and electronic services to be clear and simple, enabling beneficiaries to find information quickly and efficiently.
1-6  Applying visual design principles such as balance, contrast, and hierarchy to enhance the overall attractiveness and usability of the website.
1-7  Writing content in a simple, clear, and brief way to improve the user experience and minimize the time spent looking for information. Headings and paragraphs must be used for clarity.
1-8  Adopting mechanisms to leverage beneficiary experience studies across all stages, including preparation, requirements definition, analysis, design, development, testing, implementation, and impact measurement. This involves developing tools to evaluate and improve the quality of current or planned services by tracking and analyzing performance indicators. Necessary actions to enhance services should be taken in coordination with the Institutional Excellence Department, ensuring that beneficiary needs are met throughout the entire services lifecycle, from initial preparation to final impact assessment.
1-9  Applying minimum accessibility and usability standards approved by the World Wide Web Consortium (W3C) and the Web Content Accessibility Guidelines (WCAG) across all platforms and K.A.CARE’s website.
1-10  Communicating with beneficiaries through all suitable channels at preferred times.
1-11  Clearly announcing working hours and holiday schedules through official channels.
1-12  Reducing waiting times for beneficiaries by improving response times across calls, emails, instant messages, and other channels.
 
Third: Enhancing beneficiary participation and adopting a beneficiary centric culture
 
This includes all aspects related to enhancing beneficiary participation, strengthening communication with beneficiaries, and monitoring service adoption rates, in accordance with regulations issued by the relevant government authorities. This is achieved through the following:
 
1-    Eencouraging beneficiaries to use digital services, through:
1-1  Providing high-quality digital services that meet beneficiaries’ needs.
1-2  Conducting periodic surveys and evaluations to assess beneficiaries’ satisfaction and identify areas for improvement. This includes obtaining beneficiaries consent when collecting feedback, informing them of their rights, and adhering to the principle of data minimization.
1-3  Responding to beneficiaries through service channels, centers, call centers, email, and other channels within a defined and predictable timeframe.
1-4  Providing information and evidence that demonstrate the benefits of using the services offered.
1-5  Launching awareness and marketing campaigns to attract beneficiaries and encourage services utilization.
1-6  Enhancing the role of beneficiaries across all segments, including business sector, individuals, and government entities to increases interaction and participation in decision making and services improvement.
 
1-7  Prompting transparency regarding information relevant to beneficiaries through surveys, polls, and then publishing their results.
1-8  Providing multiple electronic participation channels and facilitating their use through direct links and comprehensive descriptions.
1-9  Encouraging beneficiaries to participate in services design sessions.
1-10 Conducting research and studies on the beneficiary experience and analyzing data to identify needs and improve services design.
1-11 Responding to beneficiaries through all official channels within an appropriate timeframe for each channel. This also includes publishing statistics on communication through official channels.
1-12  Providing immediate technical support to beneficiaries when encountering difficulties in using services.
1-13  Defining appropriate timeframes for responding to beneficiaries’ inquiries and requests in a timely manner.
1-14  Training technical support teams and service staff to handle inquiries and requests quickly and effectively.
1-15  Analyzing communication statistics and received requests to improve current services and design new ones that meet beneficiaries needs.
1-16  Periodically publishing statistics on beneficiary communication and requests through a dedicated webpage on K.A.CARE’s website to enhance transparency and build trust.
2- Promoting a beneficiary-centric culture within K.A.CARE by strengthening effective participation based on consultation, information exchange, and enabling joint development processes:
2-1 Measuring beneficiary satisfaction, service quality, and the level of adoption of beneficiary-centric practices.
2-2 Measuring the effectiveness of communication, information exchange, and beneficiary participation in development and improvement stages.
2-3 Identifying indicators and objectives related to beneficiary experience, conducting periodic evaluations, and preparing the necessary reports.
 
3- Adopting methodologies to measure the impact of beneficiary-centric practices, through the following:
3-1 Developing a statistical study methodology to collect data from beneficiaries and analyze it. This helps measure the impact of beneficiary centric-practices and improve their experience. This approach also measures the efficiency, effectiveness, cost, and quality.
3-2 Developing qualitative study methodologies to gain a deeper understanding of the beneficiary experience.
3-3 Developing self-assessment methodologies based on leveraging employee expertise and internal feedback to measure process impact.
3-4 Conducting impact assessment studies on beneficiary-centric practices across different aspects of the experience, such as ease of access.

Violation of the provisions contained in this Policy may subject the violator to disciplinary action in accordance with the relevant regulations.

● This policy shall be reviewed and republished periodically, at least once per calendar year or as required.

● The owner department and relevant organizational units shall be responsible for maintaining, reviewing, and updating the policies.​​​​​​