How to Rank Higher in the Digital Transformation Index?
Improving the digital transformation index is not just about putting technology in place. Saudi government entities must demonstrate that digital services, internal processes, data, governance, and beneficiary experience are aligned with defined standards.
The Digital Government Authority uses its measurement framework to assess progress, compliance, performance, and service quality. A practical approach therefore starts with measurable service performance, connected operations, and clear operational evidence.
What Is the Digital Transformation Index in Saudi Arabia?
The digital transformation index in Saudi Arabia, commonly associated with the Digital Government Authority’s Qiyas measurement, evaluates how government entities apply digital transformation standards and improve the maturity and performance of their services. The framework looks beyond technology itself, considering areas such as service quality, operational performance, governance, and beneficiary experience.
Digital transformation standards should not become a documentation exercise for entities preparing for assessment. Teams need operational evidence showing that services are available, requests are handled consistently, systems are monitored, and performance is measured.
Key areas of evidence include:
- Performance of digital services by channels
- Records of workflows and SLA
- Reports of incidents and system availability.
- Complaints and resolution information
- Beneficiary feedback
Complementary perspectives may be gained from the Digital Experience Maturity Index and government digital services performance. Having a modern portal does not necessarily imply that the processes that enable digital transformation have high performance scores on the digital transformation index.
How AI Improves Your Digital Transformation Index Score
A digital transformation index strategy can benefit from AI when it is embedded within service processes rather than treated as a standalone chatbot. Hollat’s internally developed smart assistant, HAIAT AI, can assist with categorizing requests, suggesting routing, drafting responses, and highlighting relevant information while keeping human review and control in the process.
AI can also help connect request records with feedback and outcomes, supporting Beneficiary satisfaction measurement Saudi government. The point is not to claim that AI automatically increases the digital transformation index score. Its value is in supporting more consistent processes, better measurement, and faster responses.
Want to see how AI can fit into your existing service workflows? Request a demonstration and discuss your entity’s requirements with our team.
Operational Steps to Boost Your Entity’s Index Performance
The key to a higher Digital transformation index score is disciplined execution. Map out all the high-volume services from intake to resolution, and chart where evidence can be gathered automatically.
Multi-Channel Service Delivery
Please provide a consistent service on WhatsApp, email, portals, and phone support rather than having different processes. Omnichannel customer support provides a single view of operations and lets beneficiaries choose their preferred channel.
The service platform provides multiple channels into a single request environment and workflow management routes, escalates, and tracks requests. For Khaled, this means that a request never goes away when the conversation switches between channels.
Complaints Handling Speed and Resolution Rates
Monitor complaint registration time to first response and resolution. Break down results by service, department, priority, and channel. This can be useful to get a sense of repetitive OM issues and provide data to the manager for process improvement.
System Uptime Monitoring
If critical systems are turning themselves off and on, digital services simply can’t deliver a reliable experience. Continuously track availability, response times, and incidents, and correlate alerts with operational workflows.
Monitor is built for continual service and infrastructure monitoring, notifying and reporting on performance. If it’s detected, it can lead to a service ticket, which allows technical teams to take action.
SLA Compliance Reporting Ready
Use of manually created spreadsheets should not be relied upon for SLA reporting. Track compliance, escalations, overdue requests, resolution time, and measure response time by team.
A connected platform can transform these records into proof points for digital transformation standards and assist management in identifying bottlenecks, governance issues, etc.
Hollat Success Stories Improving Digital Transformation Index Results
Let’s see the real implementations and understand the importance of connected service operations. Hollat reports work with organizations such as King Salman Global Academy for Arabic Language and the General Authority for Competition through Munafasa Plus and with activities related to the Services to the Guests of Allah 2026. Communications, workflows, requests, and many volumes of service delivery.
King Salman Global Academy for Arabic Language
The academy’s contact center setting was created to increase the visibility and uniformity of customer communication. This will help to track interaction and provide useful operational evidence to a wider digital transformation index program.
General Authority for Competition and Munafasa Plus
Munafasa Plus facilitates digital communications and service provision to the users of the General Authority for Competition. A structured request environment provides a way to keep track of requests, coordinate communication, and gain visibility into service operations.
Services to the Guests of Allah 2026
Coordinated communication and a high volume of requests are required for large-scale programs for Guests of Allah. A single service environment can assist teams in handling demand, routing requests, and monitoring the environment for operations during peak times.
The products can also be used in combination. Requests are processed through the core service platform, correspondence and electronic workflows are managed by Masar, Monitor keeps an eye on service readiness, asset and maintenance processing are handled by Assets and Survey collects feedback from the beneficiaries. Combined, they provide a seamless operating view.
If disconnected systems are making performance reporting difficult, your team can explore how these capabilities can work together around your entity’s actual processes and reporting requirements.
Khaled’s Digital Transformation Challenge and How Hollat Helped
Khaled wanted to improve how his organization delivered digital services, managed requests, and measured operational performance. The operations management challenges
not simply adopting new technology. Different service activities needed to work together, while managers needed clearer visibility into requests, workflows, system performance, and beneficiary feedback.
Hollat helped address these needs through a connected service environment. Platform can organize service requests, route them to the appropriate teams, and track each request through its workflow.
Masar can support related correspondence, approvals, electronic signatures, and archiving, while Monitor provides visibility into service availability, incidents, and performance.
The wider workflow can also connect operational requests with assets and maintenance through Assets, while Survey captures beneficiary feedback after service delivery.
HAIAT AI, Hollat’s internally developed smart assistant, can support request categorization, routing suggestions, response drafting, and information retrieval while keeping human review in the process.
For Khaled, this connected approach creates a clearer path from service intake to resolution and measurement. Instead of treating digital transformation as a technology project alone, the workflow connects service delivery, operational data, monitoring, and feedback.
This gives teams a more consistent way to manage services and generate the operational evidence needed to identify gaps and improve performance.
Hollat Platform Where Saudi Entities Win the Digital Transformation Index
Improving the digital transformation index should be treated as an ongoing operating model, not a one-time assessment project. Entities need technology that connects service delivery with workflow, monitoring, reporting, and feedback.
The platform provides request management, workflow automation, IT service management, multi-channel communication, and performance analytics. Masar extends this environment into correspondence and electronic approvals, while Monitor supports uptime visibility and Assets connects operational requests with maintenance.
If your team is preparing for an assessment, start by identifying your highest-impact gaps. Request a demonstration to see how the platform can connect service workflows, SLA reporting, monitoring, and beneficiary feedback.
Frequently Asked Questions
What are the top 10 digital transformation companies?
There is no single official global top-10 list. Leading providers commonly include Microsoft, AWS, Google Cloud, Salesforce, SAP, Oracle, IBM, ServiceNow, Adobe, and Siemens. The right provider depends on sector, architecture, data requirements, governance, integration needs, and transformation priorities today.
Why do 70% of digital transformations fail?
The 70% figure is often cited but should not be treated as a universal statistic. Programs commonly struggle because of unclear goals, weak leadership alignment, poor adoption, fragmented systems, inadequate data, and insufficient change management. Success requires measurable outcomes and ownership.
What are the 5 pillars of digital transformation?
A practical five-pillar model includes customer experience, technology and architecture, data and analytics, people and culture, and processes and governance. Different frameworks use different labels, so entities should align their pillars with applicable Saudi standards and strategic objectives.
What is digital transformation with an example?
Digital transformation means redesigning a business or government service around digital processes, data, and technology rather than moving paper online. For example, a government entity can replace disconnected email requests with a workflow that routes, tracks, measures, and reports each case.