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As part of Riyadh Municipality’s commitment to providing high-quality services and facilities to beneficiaries, “Guest Service” Centers have been established to manage a range of municipal services and appointment requests to meet with municipal officials.
These centers adopt a guest-focused approach to ensure service procedures are simplified, efficiently delivered, and of the highest quality with minimal effort.
To enhance the government service experience and proactively address challenges, emerging technologies were employed to analyze the 2022 visits to Guest Service Centers across the Municipality’s headquarters, sub-municipalities, and regional offices.
The goal was to identify the reasons behind these visits and reduce their frequency by improving the quality of services available on the online portal. This initiative also supports the Municipality’s strategic objectives by leveraging technology to improve beneficiary satisfaction.
The smart analysis was conducted through the first internally developed model by the Digital Transformation and Smart Cities Agency.
This model utilized advanced analytics, including machine learning and natural language processing (NLP), to analyze free-text data collected from service interactions and feedback.
The insights gained from this analysis guided the digital restructuring of the beneficiary service portal.
Key improvements included:
Live Chat Feature: Introduced to handle over 26.3% of visits related to general inquiries, as well as inquiries regarding transactions, land, licenses, and digital services.
Online Complaint Submission: Enabled more than 16% of previously in-person complaint visits to be handled digitally, allowing users to submit complaints online without needing to visit the Guest Center physically.
Emerging technologies play a crucial role in supporting the administrative and operational functions of Riyadh Municipality and its Guest Service Centers.
They offer an effective means of:
Enhancing access to services and information
Supporting the broader national digital transformation efforts
Achieving strategic goals that improve the overall experience for beneficiaries and visitors
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Last Update:
05/22/2025
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