Frequently Asked Question

These are standards ensuring the effective operation and monitoring of digital services. There are various frameworks for monitoring the quality of digital services, which must cover all digital aspects and not be limited to beneficiary opinions and satisfaction levels regarding digital services. For instance, the standards may include criteria such as availability, accessibility, reliability, and other relevant metrics.

If a requirement does not apply, this must be substantiated by the regulatory authority or through an exemption granted by the Royal Court. The entity must provide proof of the exemption, which must be accepted by the national measurement team. The 2024 measurement system includes a "Not Applicable" option, allowing entities to attach proof that the standard or requirement does not apply. Acceptance of this justification is subject to the discretion of the national measurement team.

Evidence documents must generally be recent, demonstrating that the entity actively implements practices related to digital transformation and decision-making. For instance, evidence cannot rely on documents from meetings held over a year ago, as this may indicate a lack of consistent and ongoing activity in the field related to the documents required.

Samples vary based on the requirements of the standard and the requested evidence. They may include, but are not limited to, the following: -

• Samples of tools or models used for analyzing business impact (e.g., reports, tables, matrices).
• Samples from risk assessment studies (e.g., reports based on risk identification and analysis matrices).
• Samples of risk response strategies (e.g., analysis of risks associated with a service or field, along with a response plan and the responsible team).
• Samples from work teams (e.g., team rosters with hidden contact details; three samples may be attached to demonstrate the practice).

Other samples may include minutes, records or decisions, as specified in the standard’s requirements.
 

With reference to the Council of Ministers' Resolution No. (418) dated 25/07/1442 AH, which approved the Digital Government Authority Law, which states in Article (Fourth, 5/6) that the DGA shall undertake the following competencies and responsibilities: 5. Issuing measurements, indicators, tools, and reports to assess the performance and capabilities of government entities in the field of digital government, and the satisfaction of beneficiaries with their services. 6. Monitoring the compliance of government entities with the decisions and directives issued regarding digital government transactions, in accordance with the frameworks and standards set by the Authority, as well as the regulations governing electronic government transactions issued under the Council of Ministers' Resolution No. (40) dated 27/2/1427 AH, as amended by the Council of Ministers' Resolution No. (252) dated 16/7/1431 AH. Article (22) further states: "Each government entity shall measure the extent of its transition to electronic government transactions every six months, in accordance with indicators set by the program. These indicators shall be included in the entity's annual report, and copies shall be sent to the program."

It refers to assessing the extent of adherence to the standards and application requirements related to digital transformation and determining compliance levels for each standard.

Compliance refers to the full application of standards through the detailed requirements outlined under each standard.

For any standard requiring the submission of an approved document/ plan/ report/ minutes, etc., the following terms and conditions must be met for the attached file: 

• The document must feature the entity’s logo on all pages (official letterhead).
• The document must include the name and signature of the entity's authorized person as proof of approval (either on the first page or in the approval table).
• It is acceptable to attach official minutes or a letter from the authorized person approving the document, provided that the document name matches the one mentioned in the letter.
• Email can serve as a means of approving the document, provided the following verification elements are included:

1. The names of the sender and recipient, along with their official titles, must be clear.
2. The subject and key details of the document must be specified in the email text.
3. The attached file name in the email must match the name in the measurement system.
4. A copy or screenshot of the email must be included.
    

The document owner (typically the person responsible for its content) is accountable for its approval. The document is considered approved once signed and authenticated by the owner.

If the entity’s digital transformation committee complies with the requirements set forth in Article 17 of the Council of Ministers' Resolution No. 40 dated 27/02/1427 AH, there is no need to form a separate e-government transactions committee. Otherwise, the entity must establish an e-government transactions committee, as stated in the Resolution.

These documents must be valid, approved, implemented, and developed according to best practices.

Attached studies and surveys must detail the methodologies used for data collection and analysis. They should also include the resulting findings and recommendations.

Attached reports must be issued by the relevant department and include all the information requested in the report submission guidelines.

All attached decisions and directives must be valid, enforceable, and issued by an authorized party within the entity.