E-Participation Statement

E-Participation Statement

In alignment with the Customer Experience Strategy of the Ministry of Municipality and Housing, which emphasizes a "Customer-Centric" approach, customers are actively involved in the development of products and services to enhance satisfaction and improve their experience. Accordingly, an E-Participation section has been established within the “Innovation Lab” under the General Directorate of Customer Experience, where customers and stakeholders are engaged in all stages of service journey development. These stages include: understanding challenges, analyzing the current situation, co-creating solutions, testing with stakeholders, and implementation to ensure customer needs are met.

This is carried out in accordance with the E-Participation Controls issued by the Digital Government Authority: https://dga.gov.sa/ar/E-Participation-Controls

Participation through opinions and development suggestions is a key pillar in improving the Ministry’s services and operations. Therefore, the Ministry is committed to activating co-innovation mechanisms with beneficiaries to generate innovative ideas that contribute to enhancing service quality.

The National E-Participation Platform is the official platform for publishing co-development initiatives.

E-Participation Organizer: Innovation Lab The Innovation Lab within the General Directorate of Customer Experience serves as a hub for developing customer journeys, testing service paths, and providing feedback to design departments, while sharing best practices to support other departments. The lab operates across three levels of participatory engagement:

1. Understanding Participation: Engaging customers in workshops to understand challenges and analyze root causes.
2. Design and Development Participation: Involving customers in testing service prototypes before launch.
3. Launch Readiness Participation: Testing services with customers to ensure readiness for deployment.

E-Participation is managed by a specialized team under the supervision of the Innovation Lab.

Targeted Levels of E-Participation in the Ministry

1. Awareness
   • Objective: Provide customers with objective information to help them understand issues, alternatives, and opportunities.
   • Outcome: We’ll keep you informed about what’s happening.
2. Consultation
   • Objective: Gather citizen feedback on analysis, alternatives, and decisions.
   • Outcome: We’ll keep you informed, listen to your concerns and aspirations, and show how your input influenced decisions.
3. Inclusion
   • Objective: Work directly with the public to ensure their needs and aspirations are considered.
   • Outcome: We’ll collaborate to ensure your concerns and aspirations are directly reflected in the developed solutions and explain how your input shaped decisions.
4. Collaboration
   • Objective: Partner with customers in all aspects of decision-making, including proposing and developing solutions.
   • Outcome: We’ll seek your advice and creativity in shaping solutions and incorporate your recommendations as much as possible.
5. Empowerment
   • Objective: Grant customers the authority to make final decisions.
   • Outcome: We’ll implement what you decide.

Vision Ensure and facilitate proactive and effective customer engagement in all stages of product and service development and improvement across the municipal and housing sectors throughout the customer journey.

E-Participation Objectives Engage customers and provide a platform to collect their opinions and feedback, involve them in development and design efforts, and inform them of actions taken based on their input in an interactive and innovative environment.

Consultation Objectives Enable customers to express their views on draft regulations, laws, and initiatives to ensure customer-centricity.

Idea Objectives Ensure a continuous flow of innovative and developmental ideas to improve customer interactions with products and services.

Feedback Objectives Listen to beneficiary comments and respond to them, providing appropriate interfaces for interaction.

Co-Innovation Objectives Engage customers in an open innovation environment, affirm the importance of their opinions and needs in development efforts, and provide the tools and spaces necessary for effective co-innovation.

Types of E-Consultations Offered by the Ministry

• Legal Consultations: Related to regulations and laws, allowing individuals, private sector, and government entities to express views on upcoming drafts before approval. Access all consultation projects via the unified electronic platform – Estetlaa.
• Non-Legal Consultations: Related to policies, strategies, and other initiatives through the community participation platform – Tafaul, the Ministry’s official website, and other electronic platforms.

To view the regulations and controls issued by the Council of Ministers, click here.

For more information or to participate, please contact: CXLab@momah.gov.sa