Positive Influence& Impact in the AI Era

Reimagining the beneficiary experience across the public sector in an AI-Driven Era

PROBLEM/SITUATION

Our client is one of the largest government entities in KSA, driven by its ambition to harness its strength in achieving Vision 2030 and its strategic objectives ( A vibrant Society, A Thriving Economy, An Ambition Nation), and maintain their culture & values in of sustaining a modern work environment, facilitate trade effectively and transparently with a focus on customers, using main management methods, and latest international technology

Saudi Arabia has embarked on a determined journey to achieve Vision 2030. This ambition is driving the public sector to undergo a massive overhaul to the way public sector entities operate and deliver their projects and services. The sweeping reforms outlined in the Vision 2030 and National Transformation Plan affect vast areas of the government, the economy, and citizens. Tax policy will play a significant role in these reforms as part of the government’s efforts to diversify revenues away from oil and address broader social and economic objectives while maintaining a fertile business environment and continuing to attract foreign direct investment (FDI).Therefore, to achieve sustainable development in the medium and long term, it is essential that the Kingdom has its own resources and management capacity. To that effect, our client is focusing on the way their employees are interacting with their partners and beneficiaries to establish a win-win situation to sustain performance with the highest level of professionalism and credibility

Client Needs 

While the organization has outlined its vision for the future based on its national role to protect the country and be a global model in the management of its various services and facilitate trade effectively and transparently, they approached VCL-part of ttm associates group with the need to fulfil the business needs of reskilling the Customer Interfacing Team across the organization with essential capabilities that would help the organization thrive and prosper and make it possible for the Kingdom to finance investments in human capital, infrastructure, and the provision of services for citizens and businesses with the highest level of compliance, productivity and competitiveness which has always contributed to its achievements that have received a global positive feedback, and local and regional awards.  

It was understood that our client was facing some challenges in terms of: 

• The Level of Trust Built Between government employees and beneficiaries
• The level of Self-Confidence in Handling Difficult Dialogues in A Professional, Assertive, Yet Persuasive Manner.

Accordingly, VCL co-created a learning journey to achieve “Positive Influence & Impact” as a combination of skills, behaviors, knowledge, and experiences employees need to succeed to fulfill the business needs of catering for the future of work and re/upskilling the employees across the organization in an innovative but practical approach to positively influence beneficiaries that reflects their keen understanding of the Organization’s operating environment and achieve customer centricity and their commitment to achieve the highest degrees of professionalism & transparency in order to reflect its ideal practical image before partners and beneficiaries.

VCL Solution

TTM/VCL understands the ambitions the organization wishes to achieve in modernizing the government and to think and work differently to deliver on customer preferences, which have forever been changed; hence, we have put together a solution to reskill the employees across the organization to keep the businesses moving forward.

Inspired by our client’s vision and mission to establish a model of excellence and to keep the client at the center of its focus, VCL delivered an impactful Program that is made of 3 primary phases, as illustrated below: the approach was to create a learning path to develop the competencies of all the customer interfacing people across the organization and harmonize their skills and behaviors

Kirkpatrick’s Model of Training Evaluation offers a systematic approach to evaluating learning programs based on four levels: Reaction, Learning, Behavior, and Results. While traditionally used to assess the effectiveness of training initiatives, this model is also be applied to leadership development programs to ensure alignment with organizational goals and objectives.

Outcome

Findings of the Forrester Customer Experience Index (CX Index™) suggest that government departments around the world still struggle with substandard customer experience which hinders mission success, and In an AI-driven era, governments have an unprecedented opportunity to reimagine beneficiary experience — making it not only more efficient, but more human, more just, and more empowering. The key lies in leveraging AI ethically, transparently, and strategically—always keeping the citizen at the center.

VCL’s customized Program has helped More than 1200 Customer Interfacing professionals to gain the right mindset in dealing with difficult beneficiaries

• They learned how to communicate in a very influential and compelling manner
• Engage in interactive dialogue to build trust and credibility with customers,
• Understand the importance of patient listening and acknowledge other’s viewpoints through empathy.
• Maintain focus and control during difficult conversations.

 Furthermore, the program provided them with a practical application on challenging cases from current accounts and benefited from creating new initiatives with AI Applications to Enhance Beneficiary Experience to go from reactive communication and enforcement and One-size-fits-all compliance measures to proactive approaches and seamless digital interactions that exponentially accelerated processes that in turn reduced unnecessary burdens on compliant customers.