From citizen experience to empowerment

Saudi Arabia has embarked on a transformative journey toward an interconnected, unified digital government. Driven by the ambitious goals of Vision 2030. This transformation is reshaping the citizen-government relationship, delivering seamless, proactive, and personalized experiences for every interaction, from renewing identification to accessing critical public services. By integrating advanced technologies— including AI-driven adaptive personalization, blockchain, Internet of Things (IoT), and predictive analytics— the Kingdom will transition from fragmented digital platforms into a singular, cohesive ecosystem.

This unified government model emphasizes strong governance, robust data security, and ethical AI frameworks, ensuring transparency, trust, and privacy for citizens. A dedicated focus on citizen-centric service design will embed customer experience (CX) principles deeply within public services, making interactions intuitive and accessible to all. By ensuring inclusivity across all demographic groups—including citizens of varying age groups, digital literacy levels, and lifestyle preferences, as well as expatriates with diverse relocation and integration needs—the unified platform will deliver equitable access to services.

It will also accommodate the growing number of international visitors, reflecting Saudi Arabia’s readiness to serve tourists and short-term residents through accessible, intuitive digital channels. Crucially, Saudi Arabia’s public sector workforce will undergo significant capability enhancement, embracing digital skills, cultural transformation, and innovation-oriented mindsets to support this visionary shift.

Unlike countries with legacy constraints and complex federated systems, Saudi Arabia has the opportunity to enter this transformation with strategic advantages: strong leadership commitment under Vision 2030, streamlined governance, advanced digital infrastructure, and a digitally native population. These valuable contributors enable the Kingdom to seize a historic opportunity and position itself as a global leader in unified digital governance, an opportunity window that is not to be missed.

As Saudi Arabia advances its Vision 2030 objectives, our ‘From citizen experience to empowerment’ paper provides a foundation to guide a phased, scalable, and citizen-first approach to digital government transformation.