Saudi Arabia on right path in transforming government services, new survey finds
March 20, 2021, 10:57 am

Saudi Arabia on right path in transforming government services, new survey finds

The skyline of Riyadh city, Saudi Arabia. (File photo)

A nation-wide survey in Saudi Arabia has found that 84 percent of people described themselves as being “somewhat” or “very” happy with the government services they had used in the past two years.

The survey has been carried out by a newly-launched think tank Serco Institute in Saudi Arabia which has been set up to undertake research into public service design, development and delivery in order to help governments create better and more innovative solutions across a range of services for citizens and residents.

Serco is an international public services organization offering in the Middle East workforce services, data and digital asset management.

The think tank’s report, ‘Transformation, digitisation & happiness: Public opinion on government services in Saudi Arabia,’ is the first output from the Serco Institute in the region, with a series of reports and research planned for release throughout the year.

This report outlines findings that in the post-pandemic scenario, people are now more likely to access services digitally.

The survey revealed that service users regard government services as digital (77 percent), attentive (72 percent), modern (79 percent), clear (77 percent) and consistent (76 percent) in the information they provide.

A close relationship was also found between the happiness of residents and citizens, and the quality of government services.

Commenting on the survey results, Engineer Basem Aljedai, CEO Government Innovation Center (Govx Hub), said “We can see that 80 percent achieve citizen happiness through these services, we have to look at the quality of the infrastructure.”

“In the Kingdom, we are proud to say we have a strong infrastructure on which we can build strong services. Citizens and residents can easily access these services from anywhere in the world and have their applications processed remotely, raising the level of their happiness.”

Central to the report’s recommendations is that Saudi Arabia is on the right path as they continue to transform government services. The report outlines that this should be done carefully, using service user insight, the support of the private sector and other external partners.

This is particularly important, according to the research, due to the close relationship between government services, happiness, and trust.

Kate Steadman, Serco Institute Director, said: “Our survey has found that the Government is on the right track when it comes to its focus on increasing digital access. Users want quicker, simpler, and more transparent services. With greater digital access, a focus on Vision 2030, and supported by the work of YESSER (e-Government Program), government services are set to continue to evolve to meet the demands and appetites of Saudi Arabian citizens and residents.”

source: N.P. Krishna Kumar

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BENEFIT, the Kingdom’s innovator and leading company in Fintech and electronic financial transactions service, held its Annual General Meeting (AGM) at the company’s headquarters in the Seef District.
During the meeting, shareholders approved all items listed on the agenda, including the ratification of the minutes of the previous AGM held on 26 March 2024. The session reviewed and approved the Board’s Annual Report on the company’s activities and financial performance for the fiscal year ended 31 December 2024, and the shareholders expressed their satisfaction with the company’s operational and financial results during the reporting period.
The meeting also reviewed the Independent External Auditor’s Report on the company’s consolidated financial statements for the year ended 31 December 2024. Subsequently, the shareholders approved the audited financial statements for the fiscal year. Based on the Board’s recommendation, the shareholders approved the distribution of a cash dividend equivalent to 10% of the paid-up share capital.
Furthermore, the shareholders endorsed the allocation of a total amount of BD 172,500 as remuneration to the members of the Board for the year ended 31 December 2024, subject to prior clearance by related authorities.
The extension of the current composition of the Board was approved, which includes ten members and one CBB observer, for a further six-month term, expiring in September 2025, pending no objection from the CBB.
The meeting reviewed and approved the Corporate Governance Report for 2024, which affirmed the company’s full compliance with the corporate governance directives issued by the CBB and other applicable regulatory frameworks. The AGM absolved the Board Members of liability for any of their actions during the year ending on 31st December 2024, in accordance with the Commercial Companies Law.
In alignment with regulatory requirements, the session approved the reappointment of Ernst & Young (EY) as the company’s External Auditors for the fiscal year 2025, covering both the parent company and its subsidiaries—Sinnad and Bahrain FinTech Bay. The Board was authorised to determine the external auditors’ professional fees, subject to approval from the CBB, and the meeting concluded with a discussion of any additional issues as per Article (207) of the Commercial Companies Law.
Speaking on the company’s performance, Mr. Mohamed Al Bastaki, Chairman BENEFIT , stated: “In terms of the financial results for 2024, I am pleased to say that the year gone by has also been proved to be a success in delivering tangible results. Growth rate for 2024 was 19 per cent. Revenue for the year was BD 17 M (US$ 45.3 Million) and net profit was 2 Million ($ 5.3 Million).

Mr. Al Bastaki also announced that the Board had formally adopted a new three-year strategic roadmap to commence in 2025. The strategy encompasses a phased international expansion, optimisation of internal operations, enhanced revenue diversification, long-term sustainability initiatives, and the advancement of innovation and digital transformation initiatives across all service lines.
“I extend my sincere appreciation to the CBB for its continued support of BENEFIT and its pivotal role in fostering a stable and progressive regulatory environment for the Kingdom’s banking and financial sector—an environment that has significantly reinforced Bahrain’s standing as a leading financial hub in the region,” said Mr. Al Bastaki. “I would also like to thank our partner banks and valued customers for their trust, and our shareholders for their ongoing encouragement. The achievements of 2024 set a strong precedent, and I am confident they will serve as a foundation for yet another successful and impactful year ahead.”
Chief Executive of BENEFIT; Mr. Abdulwahed AlJanahi commented, “The year 2024 represented another pivotal chapter in BENEFIT ’s evolution. We achieved substantial progress in advancing our digital strategy across multiple sectors, while reinforcing our long-term commitment to the development of Bahrain’s financial services and payments landscape. Throughout the year, we remained firmly aligned with our objective of delivering measurable value to our shareholders, strategic partners, and customers. At the same time, we continued to play an active role in enabling Bahrain’s digital economy by introducing innovative solutions and service enhancements that directly address market needs and future opportunities.”
Mr. AlJanahi affirmed that BENEFIT has successfully developed a robust and well-integrated payment network that connects individuals and businesses across Bahrain, accelerating the adoption of emerging technologies in the banking and financial services sector and reinforcing Bahrain’s position as a growing fintech hub, and added, “Our achievements of the past year reflect a long-term vision to establish a resilient electronic payment infrastructure that supports the Kingdom’s digital economy. Key developments in 2024 included the implementation of central authentication for open banking via BENEFIT Pay”
Mr. AlJanahi concluded by thanking the Board for its strategic direction, the company’s staff for their continued dedication, and the Central Bank of Bahrain, member banks, and shareholders for their valuable partnership and confidence in the company’s long-term vision.