FAQ

One of the mandates of the National Center for Performance Measurement “Adaa” is supporting the processes of improving and developing government services by measuring the quality of services and beneficiaries’ satisfaction. Based on this, “Adaa” developed a methodology to measure beneficiaries’ satisfaction with the services provided to them by public entities. “Adaa” developed 4 tools to measure beneficiaries’ satisfaction under its Beneficiary experience BEX methodology, and they are:

• Surveys: A set of questions developed in a systematic and specific manner to measure the quality of public services provided by public entities. It aims to determine the level of service centers and services provided in public entities and identify opportunities for improvement and development.
• Mystery Shoppers: Periodic and confidential visits by qualified people to the service centers of public entities. The objective is to carry out impartial evaluations of the level of service centers and services provided by public entities and identify opportunities for improvement and development.
• Focus Groups: Group workshops held for beneficiaries on specific or several entities, to discuss and identify the main challenges beneficiaries face and understand their expectations regarding the quality of government services. These workshops will help provide opportunities to improve and develop government services.
• “Watani” application: A mobile application that enables beneficiaries to transparently evaluate the quality of government services and determine their satisfaction level. Through this mobile application, beneficiaries can search for the best government service centers based on views and experiences of other beneficiaries.

Using these tools, “Adaa” presents quarterly reports on the level of beneficiaries’ satisfaction with government services in order to support the processes of improving and developing government services.

The main objectives are testing the application and getting the users to share their evaluating of service centers and ideas which contribute to the accomplishment of the following:

1. Making sure the application is ready before the final launch and testing boot processes, service centers and services, in addition to other testing processes which ensure the application readiness before the final launch.
2. Being informed about the most prominent services provided by service centers which beneficiaries’ aspire to find in the first version of the application.
3. Finding out the most prominent government services that beneficiaries’ aspire to evaluate for every service center in the first version of the application.
4. Sharing ideas and studying them, this could be found in the application and serves the processes of evaluating the quality of services and beneficiaries’ satisfaction. That goes along with the methodology of assessment of beneficiaries’ satisfaction with government services.

By contacting “Adaa” regarding “Watani” application through any of the following channels:

• “Contact Us” page through “Watani” website watani.gov.sa
• “Contact Us” page through “Watani” application.
• Through Adaa call center.
• Email: [email protected]

A specialized team within “Adaa” will study all the ideas and suggestions and ensure that they meet the criteria of the methodology for measuring beneficiaries’ satisfaction and application objectives. Those inspiring ideas will be included in the future versions of the application.

The application aims to measure the quality of services and level of beneficiaries’ satisfaction with services provided by public entities, (government agencies, ministries, general authorities, funds). It will be one of the adopted tools to measure beneficiaries’ satisfaction with government services. Adaa team is working on adding more government service centers.

To support the process of improving and developing government services by making use of the evaluation results and presenting quarterly reports to decision-makers and public entities to be used in reviewing and improving government services.

“Adaa” created a number of indicators which display the quality of services and satisfaction of beneficiaries based on the evaluation of done through the app, whether by citizens, residents or visitors. Results of these indicators are shared with public entities, in addition to reports issued by “Adaa” that enable public entities to track the quality of their services and satisfaction of beneficiaries and identify improvement opportunities. Furthermore, “Adaa” provides quarterly reports to the decision-makers in order to review the quality of services provided by public entities and make the necessary recommendations to achieve progress in the overall government performance.

“Adaa” regulation defines the meaning of public entities as (government agencies, ministries, general authorities, funds).
Whatever is listed under this definition and provides direct services to beneficiaries (citizen, resident, and visitor), “Adaa” will measure its services and beneficiaries’ satisfaction. This will be in different phases and levels to ensure that all public entities, service centers and services are listed.

“Adaa” mandate is to support the process of improving only public services and beneficiaries’ satisfaction of these services. It doesn’t include private sector services.

The application is not meant to receive complaints. It is meant to support the process of improving public services and beneficiaries’ satisfaction.

“Adaa” issues quarterly reports about the results of evaluating the quality of services and beneficiaries’ satisfaction to the decision-makers and public entities. Based on these reports, public entities will work on improving inadequate services, which will surely contribute to achieving the goals of improving government performance.

There are 3 types of beneficiaries:
First: Service evaluator (citizen, resident and visitor) - by delivering their level of satisfaction with services provided by public entities.
Second: Public entities (government agencies, ministries, general authorities, funds) – by using evaluation results related to the quality of services and beneficiaries’ satisfaction, which will enable them to improve their services where satisfaction is not met.
Third: Decision-makers (“Adaa” Board, Council of Ministers) – by making necessary decisions based on evaluation results related to the quality of services and beneficiaries’ satisfaction.

The application covers all administrative regions of the Kingdom of Saudi Arabia.

• Search for government service centers
• View others’ evaluations of services provided by government service centers
• Evaluate services in government service centers
• Add a government service center
• Report data errors related to any government service center
• Send surveys to beneficiaries registered in “Watani” application

There are two ways to evaluate:
First: Download “Watani” application whether from Google Play Store or Apple App Store, then register and you will be able to evaluate.
Second: Go to ‏”watani.gov.sa” website, then register and you will be able to evaluate.

Through the application or website where the results of the beneficiaries’ evaluations will be reflected directly on the service centers.

“Adaa” is keen to make the results impartial, and in case there is controversial data, “Adaa” will validate through other assessment tools: Mystery Shopper, Surveys and Focus Groups.

• Number of government entities covered: 32
• Number of service centers: 29,105
• Number of cities, towns & villages: 1,150
• Number of electronic services: 94 of the most used e-services

Yes, the application is available on the two operating systems: Android and IOS.

You can search for the service center at which the service was provided in the search bar or by selecting the sector, then choosing the service center on the map. After that, you can choose the service and evaluate it.
In addition, the application allows beneficiaries to evaluate electronic services provided on a number of government e-platforms.

Watani provides a list of 93 most used electronic services provided through a number of government portals and platforms including:

• Absher
• Etimad
• Idle Lands
• Balady
• Musaned
• Eskan
• Safeer
• National Address
• Internet.sa
• Public Pension Agency
• Commercial Register
• Visa Services Platform (Enjaz)
• Ministry of Justice
• Communications & Information Technology Commission
• Billing Services
• Social Development Bank
• Drilling Licenses System
• Taqat
• Ministry of Labor and Social Development
• Ministry of Environment, Water & Agriculture
• Ministry of Finance
• General Authority of Zakat and Tax

Yes, after you complete the evaluation, you may add a comment or any feedback, which will be shown in the reports and dashboards for public entities and service centers in addition to the average satisfaction scores.

By clicking on the location of the service center on the map, and then clicking the (+) sign or by selecting “my service centers” in the menu, and then selecting “add a missing service center” on the bottom of the screen.

By clicking the report sign (⚑) shown on the top of the screen of the service center page.

yes, you can by click on Previous Evaluations in user profile.