Digital Experience Maturity Index Through Qiwa and Musaned Platforms

The Digital Experience Maturity Index is a key tool for evaluating digital government services in the Kingdom. It measures service quality. The Digital Government Authority issues it annually. They oversee the maturity level of electronic platforms and services. They focus on 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. It 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 show the index’s importance.

The Ministry of Human Resources and Social Development used its digital platforms “Qiwa” and “Musaned.” It successfully achieved notable results in the 2025 Digital Experience Maturity Index. These platforms were in the highest-rated category, “Advanced.” They 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 earlier achieved first place in the beneficiary satisfaction perspective. In the last measurement, it received 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 ahead compared to the results of the earlier index measurement. This 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 joins business owners, individuals, and government entities in a comprehensive digital space. It is aimed at organizing and managing transactions completely without the need for paper transactions or physical visits. “Qiwa” has managed to offer 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. These services include contract documentation, experience certificates, end-of-service calculator, and conducting work permits. All of this is done within an integrated digital system. This system contributes to improving the quality of the work environment and raising efficiency. It also helps achieve national goals, like increasing Saudization rates in several vital sectors. The advanced role of the “Qiwa” platform in the Digital Experience Maturity Index confirms its success. It provides 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. It ensures the preservation of the rights of all parties. This includes employers and domestic workers. The platform achieves this by clearly defining the rights and duties of each party. The platform provides a unified electronic journey. It covers all stages of recruitment from start to finish. The platform addresses earlier challenges with smart, secure mechanisms. It also implements fully automated procedures.

“Musaned” allows the beneficiary to choose the profession, nationality, and appropriate recruitment office. It enables tracking the inquiry at every step until the domestic worker arrives. It offers a wide range of electronic services. These include issuing new and replacement visas and visas for people with disabilities. It also covers canceling visas when needed. Worker services can be transferred between establishments and individuals. Additionally, it enables electronically documenting contracts between recruitment offices and employers. To make financial transactions easier, the platform is linked with multiple digital wallets. This facilitates the electronic payment of domestic workers’ wages. This is part of a set of steps to create a balance in the domestic worker services market. It simplifies procedures and increases the level of transparency. This has positively reflected on beneficiary satisfaction. The results of the “Musaned” platform confirm the Ministry’s success in designing services. These services are centered around the beneficiary. They meet their expectations with high efficiency.