Customer Engagement Report for the 2025
Introduction:
As part of the General Authority of Islamic Affairs, Endowments and Zakat's commitment to promoting a participatory government approach, Customer Councils were implemented as a key tool for co-creation and co-production. The objective is to engage customers and stakeholders in the design and development of digital services and policies, in alignment with the requirements of the Digital Participation standard.
Scope of Participation:
This report covers the Customer Councils conducted during the first quarter of 2025 (January-March). This documentation represents a phased report, with remaining periods to be completed in subsequent reports. Customer Council Indicators:
Indicator Value Total number of participants 16
Total number of topics discussed 6,819
Total number of comments and opinions 96
Total approved improvement actions 60
Councils Implemented During the First Half of 2025:
Topic Period Target Group Number of Councils
Development of Hajj and Umrah services Q1 2025 Councils Campaign operators and customers 13
Development of Endowment services Q1 2025 Endowers and partners 1 council
Improvement of Qur'an memorization services Q1 2025 Students and parents 1 council
Zakat and eligible beneficiaries services Q1 2025 Beneficiaries and customers 1 council
Key Topics Discussed:
• Hajj and Umrah services
• Digital Hajj package
• Regulatory procedures for the Hajj season
• Zakat service
• Endowment services
Key Customer Feedback and Suggestions:
• Simplifying procedures and reducing the number of steps
• Developing digital services and improving user experience
• Enhancing response speed and clarity of procedures
• Improving communication and follow-up channels
• Developing integrated services that meet customer needs
Participation Outcomes:
The Customer Councils resulted in a range of development outcomes that were approved by the relevant departments. These outcomes contributed to improving the customer experience, developing digital procedures, and enhancing overall service efficiency.
Supporting Attachments:
The report "Customer Councils - Q1 2025" has been attached. It details the number of councils held, number of participants, topics discussed, development feedback, and actions taken based on customer participation, serving as evidence of public engagement in co-design and service development.
As part of the General Authority of Islamic Affairs, Endowments and Zakat's commitment to promoting a participatory government approach, Customer Councils were implemented as a key tool for co-creation and co-production. The objective is to engage customers and stakeholders in the design and development of digital services and policies, in alignment with the requirements of the Digital Participation standard.
Scope of Participation:
This report covers the Customer Councils conducted during the first quarter of 2025 (January-March). This documentation represents a phased report, with remaining periods to be completed in subsequent reports. Customer Council Indicators:
Indicator Value Total number of participants 16
Total number of topics discussed 6,819
Total number of comments and opinions 96
Total approved improvement actions 60
Councils Implemented During the First Half of 2025:
Topic Period Target Group Number of Councils
Development of Hajj and Umrah services Q1 2025 Councils Campaign operators and customers 13
Development of Endowment services Q1 2025 Endowers and partners 1 council
Improvement of Qur'an memorization services Q1 2025 Students and parents 1 council
Zakat and eligible beneficiaries services Q1 2025 Beneficiaries and customers 1 council
Key Topics Discussed:
• Hajj and Umrah services
• Digital Hajj package
• Regulatory procedures for the Hajj season
• Zakat service
• Endowment services
Key Customer Feedback and Suggestions:
• Simplifying procedures and reducing the number of steps
• Developing digital services and improving user experience
• Enhancing response speed and clarity of procedures
• Improving communication and follow-up channels
• Developing integrated services that meet customer needs
Participation Outcomes:
The Customer Councils resulted in a range of development outcomes that were approved by the relevant departments. These outcomes contributed to improving the customer experience, developing digital procedures, and enhancing overall service efficiency.
Supporting Attachments:
The report "Customer Councils - Q1 2025" has been attached. It details the number of councils held, number of participants, topics discussed, development feedback, and actions taken based on customer participation, serving as evidence of public engagement in co-design and service development.
