Introducing the Beneficiary Engagement Center “AMER”
One of the initiatives of the Digital Government Authority, which was launched in 2021 AD, to achieve digital interaction between beneficiaries and digital services for government agencies in the Kingdom of Saudi Arabia. The Beneficiary Engagement Center “Amer” provides its services to various categories of beneficiaries for support and support regarding digital communications, ensuring an effective digital response to government agencies. The Beneficiary Engagement Center “Amer” contributes to achieving the strategic directions of the Digital Government Authority, by improving the quality of life of citizens, residents and visitors, and achieving government digital transformation in the digital communications service.
AMER pillars
- Educating and empowering the beneficiary with the controls, regulations and rights in communications
- Beneficiary support to ensure effective government response
- Measuring the beneficiary's satisfaction with the experience of the services provided by the Digital Government Authority
- Governance of digital communications for government agencies
- Issuing periodic reports on the voice of the beneficiary and the response of government agencies
AMER Goals
- Improving the beneficiary's experience in reports submitted about digital government services
- Measuring and analyzing beneficiary satisfaction with the experience of services provided by the Digital Government Authority
- Facilitate direct interaction with the beneficiary
AMER tasks
- Interacting with the beneficiary through a group of integrated digital channels to benefit from the services of the Digital Government Authority and provide support
- Education and awareness by educating the beneficiary of the rights in the services provided by the Digital Government Authority and raising awareness of the procedures and regulations related to the services provided.
- Digital Report Escalation by following up and escalating digital reports that are not resolved within the specified timeframe; And follow-up with the concerned government agency, or technical reports that were closed without a satisfactory solution
- Measuring satisfaction by evaluating the beneficiary's experience about the services provided by the Digital Government Authority
