Information & E-Services Access Policy

Introduction

This policy sets out general guidelines aimed at delivering effective digital government services that meet the needs and expectations of the capital’s residents and visitors. It is grounded in reinforcing the principle of “beneficiary-centricity,” enhancing the user experience, and supporting active community engagement across all of the Royal Commission for Riyadh City (RCRC) digital platforms.

Policy Objectives

Through this policy, RCRC seeks to achieve the following objectives:

1. Ensure the ease of use of RCRC’s digital services and provide the necessary information to all beneficiaries with full transparency.
2. Provide a seamless and reliable digital experience that contributes to greater reliance on digital channels and raises usage levels.
3. Increase the level of participation and engagement by providing the means necessary to collect and analyze beneficiaries’ opinions and feedback, and ensuring an effective response to them.
4. Adopt the principles of inclusivity and ease of use when designing digital services to ensure accessibility for all segments of society.

Key Principles and Provisions

To ensure the delivery of a distinguished beneficiary experience, RCRC is committed to the following:

1. Inclusivity and Equitable Access: Ensuring equitable access to digital information and services for all beneficiaries across different age groups, with particular attention to empowering persons with special needs.
2. Multiple Channels: Providing multiple digital channels for service delivery to ensure the needs and preferences of all beneficiary segments are met.
3. Accessibility Standards: Full compliance with the minimum internationally recognized standards for accessibility and ease of use (W3C), and applying the Web Content Accessibility Guidelines (WCAG 2.0) across all of RCRC’s platforms.
4. Efficiency and Reduced Effort: Adopting the “once-only” principle for requesting data, and leveraging whole-of-government platforms to share data securely in a manner that does not conflict with personal data protection regulations.
5. Participatory Design: Continuously encouraging beneficiaries to participate and share their opinions at all stages of designing and developing RCRC’s digital services.
6. Experience Design: Applying a comprehensive methodology for beneficiary experience design that includes studying beneficiaries’ needs, analyzing their behavior, and building a content structure that observes the principles of visual design and clear hierarchy.

Who the Policy Applies To

This policy covers everyone who interacts with the digital services of the Royal Commission for Riyadh City, including: citizens, residents, visitors, government entities, and private-sector organizations inside and outside the Kingdom.