Yesser saudi arabia e-Government performance

1. Yessersaudiarabiae-Government performance Wave 2 evaluation G2C

2. Government to consumer interaction Summary outlook

3. DEMOGRAPHIC PROFILE 24% 76%

4. DEMOGRAPHIC PROFILE - CONTINUED PRIVATE SECTOR PUBLIC SECTOR VS

5. AWARENESS OF E-services Summary outlook

6. THE CONCEPT OF REACHING GOVERNMENTS THROUGH ALTERNATIVE METHODS… At overall level, 80.4% of the respondents were aware of alternative methods to interact with the government other than in-person visits. This 80:20 Ratio was seen across various demographic such as Age, Nationality & gender. Aware of Alternative Methods - Overall The southern region may need greater attention as awareness numbers in Najran, KhamisMushayt and Jazan are low. Base : All Respondents 3727 Those who said Yes Base : All Respondents 3727 Higher Literacy showed greater awareness of alternatives methods to reach government.

7. THE CONCEPT OF REACHING GOVERNMENTS THROUGH ALTERNATIVE METHODS… • ATM is the most popular channel followed by Telephone and Websites. • When exposed to the channels through which government interaction can take place, we had only 16% of people who had no concept of E-Government interaction remaining.

8. PEOPLE PREFER IMMEDIATE RESPONSE OPTIONS FOR OBTAINING GOVERNMENT INFORMATION... • Word of mouth is the most popular option for obtaining government related information followed by Online and Physical Visits. • SMS, Email and Fax are least popular options. • The pattern is consistent across demographic breaks. This suggests time is the key concern for people as they have shown strong preference for options that can get them immediate results.

9. VERY FEW HAVE SEEN ADVERTISEMENTS ANYWHERE… • Only 30% of people have seen advertisements of E-Government. • Amongst those who have seen advertisements - TV, Newspaper and Billboards have been the most visible for E-Gov Advertisements. • Online has significant room for improvement, as it is a space most of the people search through for obtaining government information. Hence more advertisement in the online channels will be more efficient and effective.

10. Usage FINDINGS Summary outlook

11. SO HOW MANY ARE WE ABLE TO CONVERT TO USERS? • Overall usage stands at 69% which is quite low. • However, it is interesting to note that out of the people who are aware of E-Services, 82% of them have actually been converted to users. • When looking at the usage pattern across the different cities, we see that Riyadh is driving the usage. • This signifies a good performance in Riyadh, even though it is more convenient to directly access government institutions in the capital city as compared to other. Yet having the highest usage is certainly a highlight. 82% Conversion

12. SERVICE LEVEL AWARENESS A MAJOR OBSTACLE TO USAGE 31% Never used E-Services While 41% of those people who never used an E-Service say that they don’t need to deal with a government agency. The larger concern is the awareness related causes such as: In-Sufficient information about the service (29%) Not Aware of a service offered (18%) Lack of “How to Use” Understanding (14%) These Three factor combined are accounting to close to 60%. Hence efforts need to be made now to increase detailed awareness and understanding on E-Services Usage.

13. PRIMARY REASONS FOR FINDING CHANNEL IN-EFFECTIVE Not having Sufficient information & not relatively convenient as compared to current options, are the key reasons for finding the services in-effective. APP’S 5% did not have much information on it COMPREHENSIVE SERVICE CENTERS 3% It is not relatively convenient WEBSITES 14% did not have information about it. TELEPHONE 23% find It is not relatively convenient EMAILS 7% find It is not relatively convenient. ELECTRONIC KIOSKS 4% Do not have much information on it IVR 11% find It is not relatively convenient ATM’s 17% Did not have much information on it NATIONAL PORTAL 12% do not have much information on it. SMS 17% do not find it relatively convenient

14. SERVICE EXCELLENCE PARAMETERS Summary outlook

15. EXPECTATIONS - INFLUENCES SATISFACTION Meeting Expectations = Good or neutral Score Exceeding Expectation = Excellence

16. THOSE WHO TRY END UP BEING SATISFIED, BUT GENERATING TRIAL IS THE CHALLENGE… Although 91% of those who try an E-service end up being satisfied. This however needs to be looked into more in totality. i.e. the performance of E-Services from Awareness to Satisfaction. When we Analyze the user journey from awareness to satisfaction we see that only 53% of people will be satisfied with E-Services. Out of those who have used Extremely Satisfied Satisfied 91% Conversion 82% Conversion The table shows if there is a population of 1000 people only 527 out of those will eventually end up being satisfied with E-Services

17. WHICH REGIONS DO WE NEED TO FOCUS ON? Jazan may have weak awareness and usage. But Amongst those who have used in Jazan they are very satisfied. This could reflect the efforts such as the Mango portal etc. • Only 5/10 Cities are able to cross the internal Benchmark Scores. • Amongst the Major cities Riyadh is just crossing the benchmark. • Considerable room for improvement again exists in the Southern region. As it’s city Abha represents one of the lowest scores 19%. • A fine difference can also be observed between Dammam and Khobar. Which shows the Khobar population has even greater expectations for service excellence. Benchmark Score 54%

18. TRUST & INTEGRITY CONCERNS • On the 6 different parameters people have shown less agreement on statements defining the transparency and fairness of E-Services. • We also see Quality & Integrity, safety & security performing behind the benchmark for confidence building parameters. • We see that Safety & Security not as strong as Trust, this shows that people have greater concern from external measures more than internal ones. As trust is built on the entity providing the services. Whereas safety and security reflects concerns which are environmental. Hence ensure greater systems and infrastructure addresses this concern most

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