As part of the digital transformation efforts, the Communication Department plays a pivotal role—not only in delivering information but also in building effective communication bridges between the institution and its beneficiaries. Digital transformation goes beyond technology; it involves a shift in organizational culture and the promotion of engagement and interaction. In this context, this survey serves as a tool to measure beneficiary satisfaction with communication and support channels, and to identify areas for improvement. It aims to guide users toward the use of the national "Tajawob" platform and to evaluate their experience with it, thereby enhancing transparency and enabling the institution to develop its communication services. Engaging the public in this evaluation process is part of digital participation, which highlights the contribution of communication in enabling digital transformation through change management, awareness-raising, and promoting interaction.
Survey Objectives:
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Measure the general level of awareness of the "Tajawob" platform as the official channel for submitting complaints, suggestions, and inquiries to government entities. |
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Strengthen the role of the Communication Department as a supporter of digital transformation by guiding the public toward official digital channels. |
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Collect beneficiary feedback and suggestions to improve accessibility and effective use of the "Tajawob" platform. |
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Monitor actual usage of the platform by beneficiaries and assess their experiences in submitting requests through it. |
Survey Axes:
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The extent of beneficiary awareness of the platform and their sources of information about it. |
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Beneficiary evaluation of their experience with the platform in terms of ease of use, efficiency, and quality of service. |
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Measuring the impact of the Communication Department’s efforts in guiding the public to use "Tajawob", and evaluating the awareness content provided. |
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Identifying challenges faced by users and their suggestions for service improvement and enhanced awareness. |
