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The Ministry of Human Resources and Social Development has made a new qualitative achievement in the fields of knowledge management systems, customer satisfaction and complaints handling, as part of the Ministry's continuous efforts to enhance the quality and efficiency of services provided to beneficiaries.
The Ministry obtained two certificates (Knowledge Management Systems (ISO 30401), which is the first international standard specialized in knowledge management systems, and Quality management - Customer satisfaction and Complaint Handling (ISO 10002), which is a standard for managing customer satisfaction and effectively handling complaints).
The particular importance of the Knowledge Management certificate arises from its affirmation of the Ministry's ability to manage knowledge, organize knowledge assets and employ them to serve beneficiaries, through enhancing the exchange of knowledge among employees, and ensuring that the beneficiaries have access to accurate information with ease and efficiency. This has an impact on supporting innovation and continuous improvement through the investment of expertise and lessons learned.
The customer satisfaction and complaints handling certificate highlights the Ministry's commitment to applying the highest professional standards in the mechanisms of listening to customers’ complaints and comments and handling them with transparency and effectiveness, while raising the level of satisfaction and trust to improve the full customer experience through professional practices in follow-up and processing.
This achievement reflects the adoption by the Ministry of an integrated approach based on knowledge, institutional excellence and quality of Service. It enhances the developmental approach of the Ministry to achieve higher efficiency in performance and ensure a distinctive customer experience, in line with the goals of Saudi Vision 2030
