Board of Grievances Call Center Handles 81,000 Calls in 2024

The Board of Grievances Administrative Judicial Council in Saudi Arabia announced that its call center handled 81,054 calls in 2024. Operating through the unified number 920000553, the center achieved an 89% first-call resolution rate and a 93% service satisfaction rating, demonstrating the efficiency of digital transformation in the Kingdom’s judicial sector.

Context and Background

The Board of Grievances is the primary administrative judicial body in Saudi Arabia, responsible for resolving disputes between individuals and government entities. The launch of the unified call center aligns with the broader objectives of Saudi Vision 2030 to enhance government service delivery and improve citizen and resident experiences through digital innovation.

Key Details

The call center provides a range of services, including inquiries about session schedules, case status updates, assistance with the MOEN electronic platform, court referrals, case tracking, and information on administrative, financial, and functional transactions. Technical support for the board’s electronic systems is also available, ensuring seamless access to judicial services for all users across the Kingdom.

Implications and Impact

The high first-call resolution and satisfaction ratings underscore the center’s role in reducing administrative burdens and increasing transparency in judicial processes. This development supports the Kingdom’s efforts to modernize public administration and boosts confidence in legal institutions, which is critical for attracting both domestic and international investment as part of the broader economic diversification strategy.

Vision 2030 Alignment

The success of the Board of Grievances call center exemplifies the progress of Saudi Arabia’s digital government initiatives under Vision 2030. By leveraging technology to improve service delivery, the Kingdom continues to build a resilient and user-friendly administrative framework that supports long-term economic growth and enhances the quality of life for all citizens and residents.

20 Questions

Q1. What is the Board of Grievances?

A1. The Board of Grievances is Saudi Arabia’s primary administrative judicial body that handles disputes between individuals and government entities, ensuring fair and transparent legal processes.

Q2. How many calls did the call center handle in 2024?

A2. The call center handled 81,054 calls in 2024, reflecting strong public engagement and the effectiveness of its services.

Q3. What is the unified number for the call center?

A3. The call center operates through the unified number 920000553, providing a single point of contact for all inquiries and services.

Q4. What was the first-call resolution rate achieved in 2024?

A4. The center achieved an 89% first-call resolution rate, meaning most issues were addressed during the initial contact without need for follow-up.

Q5. What was the service satisfaction rating for the call center in 2024?

A5. The service satisfaction rating was 93%, indicating a high level of user approval for the center’s efficiency and quality of service.

Q6. What services does the call center offer?

A6. Services include inquiries about session schedules, case status, assistance with the MOEN platform, court referrals, case tracking, and technical support for electronic systems.

Q7. What is the MOEN electronic platform?

A7. MOEN is an electronic platform used by the Board of Grievances to facilitate judicial procedures and improve access to legal services for citizens and residents.

Q8. How does the call center support Vision 2030?

A8. The call center enhances digital transformation and efficiency in judicial services, supporting Vision 2030 goals of modernizing public administration and improving quality of life.

Q9. Who can use the call center services?

A9. All individuals and entities involved in disputes with government agencies can use the call center to access administrative judicial services and information.

Q10. What is the role of the Administrative Judicial Council?

A10. The Administrative Judicial Council oversees the Board of Grievances, ensuring consistency and integrity in administrative judicial processes across the Kingdom.

Q11. How does the call center improve transparency?

A11. By providing easy access to case status and court schedules, the call center increases transparency in judicial procedures and builds public trust.

Q12. What technical support is available through the call center?

A12. The call center offers technical support for the board’s electronic systems, helping users navigate digital platforms for a smoother experience.

Q13. Is the call center available nationwide?

A13. Yes, the unified number 920000553 is accessible across all regions of Saudi Arabia, ensuring equal access to judicial services for all users.

Q14. How does the call center reduce administrative burdens?

A14. By resolving inquiries and issues quickly on the first call, the center reduces the need for follow-ups and streamlines user interactions with the judicial system.

Q15. What is the significance of the 93% satisfaction rating?

A15. A 93% satisfaction rating shows that the center meets high standards of service quality, reflecting effective implementation of digital government strategies.

Q16. How does the call center support case tracking?

A16. Users can track the status of their cases through the call center, receiving up-to-date information on proceedings and outcomes.

Q17. What is the Board of Grievances’ role in investment attraction?

A17. By ensuring efficient dispute resolution, the Board of Grievances strengthens legal certainty, which is essential for attracting domestic and foreign investment.

Q18. How does the call center contribute to digital government?

A18. The call center is part of Saudi Arabia’s digital government initiatives, offering remote access to judicial services and reducing the need for physical visits.

Q19. What are session schedules?

A19. Session schedules refer to the dates and times of court hearings, which the call center helps users check efficiently to plan their attendance.

Q20. How can users contact the call center?

A20. Users can call the unified number 920000553 during operating hours to access the full range of services provided by the Board of Grievances call center.

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