The National Center for Government Resource Systems recognizes the importance of community engagement and the involvement of beneficiaries and partners in the development of national services and systems. The Center is committed to promoting transparency and effective communication in a manner that contributes to enhancing the quality of digital services, improving the beneficiary experience, and supporting data-driven decision-making based on the actual needs and expectations of beneficiaries.This Policy establishes the framework governing electronic participation through the Center’s official digital channels and platforms. It enables beneficiaries and stakeholders to submit their views, suggestions, comments, and feedback on initiatives, projects, and services that fall within the Center’s areas of responsibility.
2- The Center’s Vision for Electronic Participation
The Center seeks to foster effective and sustainable engagement with all segments of society, including citizens, residents, government entities, private-sector entities, and strategic partners, by developing and providing accessible mechanisms for electronic participation. These mechanisms aim to facilitate continuous engagement and contribute to the improvement of services provided to beneficiaries.
3- Objectives of Electronic Participation
The objectives of this Policy are to:• Enhance the participation of beneficiaries and partners in the development of the Center’s digital services and systems.• Promote transparency and enable beneficiaries to access information relating to relevant initiatives and projects.• Leverage beneficiaries’ views, suggestions, and feedback to improve digital government systems, processes, and services.• Enhance beneficiary satisfaction and improve the overall beneficiary experience through digital channels.• Strengthen integration and collaboration among government entities, the private sector, and strategic partners.• Support innovation and continuous improvement in government resource solutions.• Provide effective electronic channels that facilitate participation and the submission of views, suggestions, and advice.• Contribute to improving government expenditure efficiency and the quality of digital services by utilizing beneficiaries’ feedback and developmental suggestions.
4- Scope
This Policy applies to all electronic participation channels and platforms operated or designated by the Center, including, but not limited to:• The Center’s official website.• Etimad Platform and its associated interactive channels.• Electronic surveys and questionnaires.• Public consultations and projects made available for public feedback and input.• The Center’s official social media platforms.• Virtual meetings, workshops, and digital polls.• Any future digital platforms, channels, or tools designated by the Center for electronic participation.
5- Principles of Electronic Participation
The Center shall adhere to the following principles in managing and implementing electronic participation:TransparencyThe Center shall provide relevant information concerning its initiatives, services, and systems, subject to applicable laws, regulations, policies, and confidentiality requirements.InclusivenessThe Center shall facilitate participation by all categories of beneficiaries and partners and enable them to express their views without discrimination.ReliabilityThe Center shall ensure that submissions are received, reviewed, and handled objectively and professionally in accordance with clear and consistent procedures.PrivacyThe Center shall protect participants’ personal data and use such data only for the purposes for which it was collected and in accordance with applicable laws, regulations, and policies.ResponsivenessThe Center shall review and analyze submissions and, where appropriate, utilize relevant and valuable feedback in the development of its services and initiatives.Continuous ImprovementThe Center shall utilize the outcomes and insights generated through electronic participation to improve digital services and products and enhance operational efficiency.
6- Electronic Participation Channels
The Center provides various electronic participation channels, including: • Surveys and opinion polls. • Public consultations through official social media channels. • The “Contact Us” form available on the Center’s official website for submitting suggestions and feedback. • Official social media channels. • Virtual workshops and meetings. • Beneficiary satisfaction measurement for digital services. • The National Electronic Participation Platform (Tafa’ol) for publishing public consultations and decisions. • The Estitla’ Platform for publishing consultations relating to laws and regulations.
7- Regulations Governing Electronic Participation
The Center shall comply with the applicable laws, regulations, policies, and controls governing electronic participation in government entities in the Kingdom of Saudi Arabia.For further information on the regulatory framework and controls governing electronic participation, please refer to the relevant page of the Digital Government Authority (DGA) concerning electronic participation regulations and controls.
8- Electronic Participation Controls and Terms
Participants shall: • Comply with all applicable laws and regulations in the Kingdom of Saudi Arabia. • Respect Islamic values, national identity, public morals, and applicable standards of conduct. • Submit contributions objectively, clearly, and in a manner relevant to the subject matter of the consultation or participation activity. • Refrain from publishing or sharing confidential information or any data that is not authorized for disclosure. • Refrain from including sensitive personal data or information relating to other individuals or entities without obtaining the necessary consent or authorization. • Refrain from using offensive, abusive, threatening, defamatory, or inappropriate language or content directed at individuals or entities. • Refrain from publishing commercial, advertising, or promotional content that is unrelated to the subject matter of the participation activity. • Refrain from submitting duplicate contributions or irrelevant content. • Refrain from using electronic participation channels in any manner that may compromise information security or affect the availability, continuity, or performance of the Center’s digital services. The Center reserves the right, in accordance with applicable laws and regulations, to review, modify, restrict, reject, remove, or otherwise take appropriate action in relation to any submission that violates this Policy or any applicable law, regulation, policy, or control, without assuming liability toward the submitter.
9- Roles and Responsibilities
9.1 The Center The Center shall: • Manage and oversee electronic participation channels. • Publish relevant initiatives, projects, and public consultations. • Receive, review, analyze, and categorize submitted contributions. • Prepare periodic reports and submit relevant recommendations to the concerned departments or entities. • Inform beneficiaries of participation outcomes, where appropriate and feasible. • Protect data and information in accordance with applicable laws, regulations, and approved policies. • Monitor the effectiveness of electronic participation channels and continuously enhance their performance and accessibility. 9.2 Participants Participants shall: • Provide accurate, complete, and relevant information, opinions, and suggestions. • Comply with the applicable electronic participation controls and terms. • Respect intellectual property rights and all applicable laws and regulations. • Use the Center’s official electronic participation channels when submitting opinions, suggestions, and feedback.
10- Processing of Submissions
The Center shall process electronic participation submissions through the following stages: 1. Receiving submissions through approved electronic participation channels. 2. Reviewing and categorizing submissions. 3. Analyzing opinions, suggestions, and feedback and identifying relevant beneficiary trends and insights. 4. Sharing relevant findings with the concerned departments. 5. Utilizing the outcomes of electronic participation, where appropriate, in the development of services, policies, procedures, and initiatives. 6. Publishing participation outcomes and actions taken, where feasible, appropriate, and permissible under applicable laws and regulations.
11- Data Protection and Privacy
The Center is committed to protecting the confidentiality and privacy of information and personal data collected through its electronic participation channels.Such information shall be processed and used only for legitimate purposes related to service improvement, decision-making, beneficiary satisfaction measurement, and other purposes permitted under applicable laws, regulations, and approved policies in the Kingdom of Saudi Arabia.The Center shall apply appropriate measures to protect such information against unauthorized access, use, disclosure, alteration, or loss, in accordance with the applicable regulatory requirements.
12- Policy Review
This Policy shall be reviewed periodically and whenever necessary to ensure its continued alignment with applicable regulatory requirements, the Center’s strategic objectives, and relevant national best practices in electronic participation and government digital transformation.Any amendments to this Policy shall be approved in accordance with the Center’s applicable governance and approval procedures.