Adaa officially launches Watani App to measure peoples satisfaction in Saudi Arabia

RIYADH — The National Center for Performance Measurement (Adaa) officially launched its Watani App. A user-centric, data-driven engagement platform, designed to measure beneficiary’s satisfaction — be he a citizen, resident, visitor or investos — regarding the public services.

Watani enables beneficiaries to rate and deliver feedback and suggestions that support improvement of public services.

“Toward further transparency and accountability, Watani application enables beneficiaries by presenting them with a platform to provide performance feedback directly to government entities. The beneficiaries’ evaluation contributes to a system of performance indicators measured by Adaa with the aim to improve the performance of all government entities and services nationally,” Ibrahim Neyaz, the acting director general of Adaa.

The application contains more than 30,000 government service centers and 80,000 identified services covering more than 1,150 cities, towns and villages in the Kingdom. It also enables the assessment of more than 125 electronic services provided by 22 government electronic platforms.

Watani App is part of a platform that enables decision making through three tools: “The Watani Dashboards”, which will be made available to governors of provinces and heads of agencies; “The Watani Service Center Reports”, which will be delivered to service center managers; and “The Beneficiary Experience Quarterly Reports”, presented to the Council of Ministers.

“The Watani Dashboards” will enable data driven decision making for governors of provinces and heads of public agencies through the real-time delivery and access of data. It will also enable the managers of service centers to identify opportunities and challenges as well as the ability to view beneficiary suggestions in order to enhance services accordingly.

“The Beneficiary Experience Quarterly Reports”, derive data from The Watani App and three Adaa tools which measure beneficiary satisfaction; Questionnaires, Mystery Shopper and Focus Groups. — SG

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