Noha Gad
In an era where public sector efficiency and citizen-centric service delivery are primary benchmarks of national progress, digital government has emerged as a critical pillar of administrative modernization. Saudi Arabia stands as a regional leader in this domain, having secured the top position in the Middle East and North Africa in the Government Electronic and Mobile Services (GEMS) Maturity Index for 2025 for the fourth consecutive year, as issued by the United Nations Economic and Social Commission for Western Asia (ESCWA). According to the report, the Kingdom achieved a maturity rate of 99% in the overall index assessments, reflecting the sustained maturity of Saudi Arabia’s digital government and its continued progress at the regional level.
The index assessed the maturity of 100 priority government services delivered to individuals and businesses through digital platforms and smart applications, across three sub-indicators. Saudi Arabia achieved 100% in the Service Availability Development indicator, 99% in the Service Usage and User Satisfaction indicator, and 100% in the Public Outreach indicator.
This consistent performance reflects the Kingdom's strategic vision to develop an integrated digital government ecosystem that prioritizes beneficiaries, enhances the competitiveness of the national economy, and improves government performance efficiency through a sustainable approach. Building on this foundational success, the Kingdom is now channeling its digital capabilities into sector-specific transformations—from tourism and healthcare to financial services and human resources—each presenting distinct opportunities and challenges that test the scalability and resilience of the national digital government framework.
The digital government transformation in Saudi Arabia is supported by more than a collection of individual websites and mobile applications. It is built on an integrated national ecosystem that combines unified access points, digital identity, regulatory standards, shared infrastructure, data governance and coordination between government entities. This structure allows ministries and public agencies to deliver services through connected channels rather than operating as isolated digital departments.
The Digital Government Authority (DGA) is the entity responsible for regulating digital government activities. Established in 2021, the authority focuses on several functions, including preparing the national digital government strategy; developing technical standards for government digital transformation models; supervising governance of the government digital cloud activities and clouds related to digital government; building national capacities specialized in digital government, along with other responsibilities. It launched the Digital Government Investment and Procurement Center (SADAF) in 2022 to enhance the efficiency and effectiveness of the private sector’s participation in digital government projects. SADAF was established to encourage local and foreign investment in digital government, enhance the investment and efficiency of government spending in the field of digital government, improve digital budget planning, and avoid duplication of projects.
Further, the authority plays a pivotal role in achieving the goals of the National Digital Government Strategy, which sets an ambitious goal that, by 2030, the government will provide world-class digital services that effectively and efficiently meet citizens’ needs. Doing so, the strategy is centered on three key implementation pillars:
- Government-as-a-platform. The DGA promotes a government-as-a-platform model in which shared digital infrastructure, data, and services are provided as reusable components that individual government entities can consume and build upon. This approach reduces duplication, improves consistency, and accelerates the development of new digital services by enabling agencies to leverage common capabilities rather than building from scratch.
- High maturity levels. The Kingdom continuously evaluates government platforms and services via metrics such as the Digital Experience Maturity Index to maintain high maturity levels. This could enhance beneficiary satisfaction, user experience, and tool optimization.
- Institutional coordination. Integrating data across government entities is a critical dimension of DGA’s work, as it enables transactions that previously required citizens to provide the same information to multiple agencies. The development of government data sharing frameworks, standardized data formats, and interoperability protocols enables services to be delivered proactively based on information the government already holds.
Key applications and services
The Saudi digital government ecosystem becomes most visible through the applications and websites that individuals, businesses, residents and visitors use in their daily interactions with public institutions. Clearest examples of this transformation can be found in identity, residency, and public-administration service platforms Absher and Nafath.
Operated by the Ministry of Interior with DGA oversight of standards and interoperability, Absher provides a comprehensive digital interface for citizen and resident interactions with government services. It enables users to manage identity documents, process visa and immigration transactions, handle traffic services, and access a wide range of government services that previously required in-person visits to multiple government offices. The platform’s scope has been progressively expanded to encompass services from additional government entities, creating an increasingly comprehensive single point of access for government interactions.
Meanwhile, Nafath, the national digital identity platform, provides the authentication infrastructure that underpins secure access to government and private sector digital services. It enables citizens and residents to verify their identity through a mobile application, providing the trust layer necessary for high-value digital transactions including financial services, government permits, and legal transactions.
Tourism: Digitizing the Visitor Journey
The tourism sector ecosystem demonstrates how digital government services are helping simplify the visitor journey, from applying for a visa and planning an itinerary to booking accommodation, obtaining permits, and accessing services during the visit.
The official Saudi eVisa portal is one of the most visible examples of the digital transformation in the tourism sector. It allows eligible international visitors to apply online, complete the required information, pay the relevant fees, and receive their tourist visa electronically without visiting a Saudi embassy in person. The visa service is also evolving through the KSA Visa platform, the unified national visa platform launched by the Ministry of Foreign Affairs. The platform combines visa-related services and connects more than 30 government and private entities, covering tourism, business, Hajj, Umrah and other types of entry visas.
Another key example is Nusuk, the integrated platform for pilgrims and visitors. Overseen by the Ministry of Hajj and Umrah, it was developed to help pilgrims and visitors plan and manage their journeys to Makkah, Madinah, and other destinations connected to the pilgrimage experience.
The platform can support several stages of visitors’ journeys, including: applying for or obtaining an electronic visa; planning Umrah visits; booking accommodation, transport, and travel packages; obtaining permits and reservations; booking visits to Al-Rawdah Al-Sharifah; accessing guidance, maps, and information about services; communicating with authorized service providers; and completing payments for selected services.
Advancing healthcare through digital health services
Healthcare is one of the most important areas where Saudi Arabia is using digital platforms to simplify access to medical services, connect patients with healthcare providers, improve preventive care, and support the exchange of health information between institutions. This transformation extends across several stages of the healthcare journey, enabling patients to book appointments, access medical records, review prescriptions, receive virtual consultations, and obtain health information through digital channels. At the institutional level, healthcare providers can use connected systems to manage patient data, coordinate referrals, and deliver specialized services remotely.
The Sehhaty platform is a clear example. Provided by Saudi Arabia’s Ministry of Health, the platform brings together a range of health services for individuals and families. This includes arranging medical appointments, selecting a healthcare center and available appointment time; accessing and reviewing medical records, laboratory results, and insurance approvals; and accessing certain virtual healthcare services.
This model improves convenience for patients while helping healthcare providers manage demand more efficiently. It can also reduce missed appointments by allowing users to receive reminders and make changes without contacting a healthcare facility directly.
Digitizing financial services and government transactions
Unlike digital services in other sectors, financial platforms often connect several groups at the same time: government entities, businesses, employees, citizens, residents, and service providers. Digitizing public finance is designed to improve the speed, transparency, and efficiency of government transactions. It covers areas such as budgeting, procurement, government payments, public revenues, employee entitlements, and the electronic payment of government fees. Together, these services help replace paper-based procedures with integrated digital processes that can be monitored and managed more effectively.
The Etimad platform is the most prominent example of digital government in the Saudi financial sector. It provides electronic services to government entities, private-sector companies, and individuals. The platform supports several major areas of public finance, including government budgeting and financial planning, financial claims and invoices, government payments, and employee financial entitlements.
Another example is the e-invoicing system Esal, one of the national systems owned by the Saudi Central Bank (SAMA), providing an integrated solution for business sector invoices in Saudi Arabia. It connects suppliers with buyers and covers the invoice workflow from its presentation to its payment and reconciliation services.
Esal provides several advantages that meet the needs of the business sector. These include processing multiple forms of invoices, reviewing a summary of beneficiary invoices, automatic reconciliation, and payment as a group, as well as reports on invoices and payments.
Finally, the wide variety of digital government applications and services across different sectors reflects the breadth of Saudi Arabia’s digital transformation and the Kingdom’s excellence in delivering integrated digital government services. These examples demonstrate that the Saudi digital government model extends beyond transferring traditional procedures to websites and mobile applications, relying on a broader ecosystem that combines digital identity, shared infrastructure, data exchange, regulatory standards and institutional coordination. As the Kingdom advances toward the objectives of the National Digital Government Strategy 2030, its success will depend on maintaining service quality, strengthening cybersecurity and data protection, improving interoperability and ensuring digital inclusion. By continuing to develop a proactive and connected government, Saudi Arabia is positioning digital government not only as a tool for administrative modernization, but also as a foundation for economic competitiveness, social development and the broader ambitions of Saudi Vision 2030.
