The Zakat, Tax and Customs Authority (ZATCA) has announced the activation of the "Digital Report" service, provided by the Digital Government Authority (DGA) through the Beneficiary Engagement Center “Amer". This initiative comes as part of ZATCA's commitment to enhancing communication channels with beneficiaries and enabling them to participate in improving and developing digital services.
ZATCA explained that activating the "Digital Report" service aims to provide a more seamless and transparent experience when dealing with digital services. By enabling beneficiaries to submit their feedback and suggestions, the service will contribute to improving service quality, accelerating response times, and increasing beneficiary satisfaction.
The service provides three main tracks to receive beneficiary reports. The first track is " Submit Complaint," which allows for the escalation of complaints related to digital services if the processing time is exceeded or if the service is unavailable. The second track allows users to submit a " Conversion application," enabling beneficiaries to suggest converting a traditional service into a digital one. The third track enables beneficiaries to submit a " Proposed Development" to share ideas and proposals that contribute to developing and improving existing digital services.
ZATCA pointed out that this step integrates with its ongoing efforts to enhance e-participation and leverage beneficiary opinions and suggestions. This supports service development and raises efficiency in line with the objectives of Saudi Vision 2030, which aims to provide innovative digital government services that meet the aspirations of beneficiaries.