Human Resources Ministry Revolutionizes Beneficiary Experience with AI-Driven Digital Systems

The Ministry of Human Resources and Social Development has transitioned to a high-standard, beneficiary-centered digital ecosystem in alignment with Saudi Vision 2030. By integrating generative AI for predictive needs and real-time satisfaction dashboards, the ministry has shifted from reactive service to proactive improvement.

 Central to this transformation is a virtual branch service, which has successfully reduced physical branch visits by 95% while elevating satisfaction to 90%. Operational efficiency is further highlighted by a 16-minute average response time on social media, a 44-second call center wait time, and the resolution of 95% of complaints within 72 hours.

 To ensure inclusivity, the ministry launched a dedicated sign language service, reinforcing its commitment to accessibility for individuals with hearing disabilities. Simultaneously, the ministry is driving public sector innovation through a creative rooms project, currently being implemented across the ministries of defense, hajj and umrah, transport and logistic services, environment, water and agriculture, and human resources and social development to foster organizational creativity and technological literacy.

 These efforts have garnered global acclaim, with the ministry and its platforms, Qiwa and Musaned, winning eight international awards at the 2025 International Customer Experience Awards. This excellence is underscored by achieving ISO 30401 for knowledge management and ISO 10002 for complaints management.

 These milestones reflect a steadfast commitment to transparency and operational efficiency, setting a global benchmark for government service delivery.