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The Digital Experience Maturity Index is one of the most important tools for measuring the quality of digital government services in the Kingdom. It is issued annually by the Digital Government Authority to monitor the maturity level of electronic platforms and services in four main aspects: beneficiary satisfaction, user experience, complaint handling, and technologies and tools.
The 2025 index results revealed that the digital maturity rate in the Kingdom reached 86.71%, an "advanced" level, after a comprehensive evaluation of 50 government platforms. This reflects a national superiority in the digitization of services.
In this context, the Ministry of Human Resources and Social Development emerged as a leading entity that achieved advanced results in this index. This confirms the success of its growing digital transformation strategy and its focus on improving the beneficiary experience. The leading positions of the Ministry's digital platforms at the Kingdom level reflect the importance of the index as a benchmark for evaluating the satisfaction of citizens and beneficiaries, and as a motivation to continue developing and innovating government services.
The Ministry's Digital Platforms "Qiwa" and "Musaned" Among the Best Performing in the National Digital User Experience Index
The Ministry of Human Resources and Social Development, through its digital platforms "Qiwa" and "Musaned," successfully achieved notable results in the 2025 Digital Experience Maturity Index. These platforms were among the highest-rated category, "Advanced," and secured their place among the best-performing government platforms at the digital experience level.
According to the index results, the "Qiwa" platform achieved a maturity rate of 91.06%, placing it among the top 5 digital platforms to achieve the index at the Kingdom level. As for the " Musaned" platform, it continued to assert its leading position, specifically in terms of beneficiary satisfaction. It had previously achieved first place in the beneficiary satisfaction perspective in the previous measurement with an "Excellent" rating of 95.86%, which indicates the exceptional level of user experience it provides and reflects the remarkable development of the Ministry's platforms.
The "Qiwa" platform jumped three ranks forward compared to the results of the previous index measurement, which confirms the continuous growth and constant updates the Ministry is making to its digital services.
The Ministry launched the Qiwa platform in 2019 as a unified interface for business sector services in the Kingdom. It provides a stimulating, secure, and user-friendly digital environment for conducting all labor market transactions electronically. The platform brings together business owners, individuals, and government entities in a comprehensive digital space aimed at organizing and managing transactions completely without the need for paper transactions or physical visits. "Qiwa" has been able to provide more than 130 integrated digital services and innovative solutions for labor market parties.
Through the platform, it is possible to attract employees, manage establishments, evaluate their performance, and perform various labor office services. It also offers services specifically for private sector workers, such as contract documentation, experience certificates, end-of-service calculator, and issuance of work permits, all within an integrated digital system that contributes to improving the quality of the work environment, raising efficiency, and achieving national goals such as increasing Saudization rates in several vital sectors. The advanced performance of the "Qiwa" platform in the Digital Experience Maturity Index confirms its success in providing a distinguished user experience that meets the needs of business owners and employees quickly and transparently.
The Musaned platform embodies a qualitative leap in domestic worker recruitment services through an integrated digital experience. Since its launch, "Musaned" has aimed to simplify recruitment procedures and ensure the preservation of the rights of all parties, including employers and domestic workers, by clearly defining the rights and duties of each party. The platform offers a unified electronic journey that covers all stages of recruitment from start to finish, and addresses previous challenges with smart, secure mechanisms and fully automated procedures.
"Musaned" allows the beneficiary to choose the profession, nationality, and appropriate recruitment office, and to track the request at every step until the domestic worker arrives. It also provides a wide range of electronic services, including issuing new and replacement visas, visas for people with disabilities, canceling visas when needed, transferring worker services between establishments and individuals, and even electronically documenting contracts between recruitment offices and employers. For greater ease in financial transactions, the platform has been linked with multiple digital wallets to facilitate the electronic payment of domestic workers' wages. This is part of a set of steps aimed at creating a balance in the domestic worker services market by simplifying procedures and increasing the level of transparency, which has positively reflected on beneficiary satisfaction. The results of the "Musaned" platform confirm the Ministry's success in designing services that are centered around the beneficiary and meet their expectations with high efficiency.
