The Etimad platform, affiliated with the National Center for Government Resource Systems, achieved fourth place in the Digital Experience Maturity Index for 2025, issued by the Digital Government Authority, advancing two ranks from 2024 with a score of 91.43% at an advanced level. Etimad topped digital platforms in the technology and tools perspective, achieving first place with 96.33% at an excellent level, according to an evaluation covering 50 government platforms.

The index was implemented using a comprehensive methodology covering four main perspectives and 20 detailed criteria to measure digital experience maturity. The platform scored 93.22% in the complaints handling perspective, ranking third at an advanced level. Regarding user experience, the platform scored 91.10%, ranking seventh at an advanced level. The newly introduced digital inclusion index reflected the center’s awareness of the importance of designing services that meet the needs of people with disabilities and the elderly, achieving 81.10% at a competent level.

This rise in the index resulted from continuous efforts to enhance digital integration, improve user experience, and employ artificial intelligence technologies through many services, including EtimadGPT and the smart assistant, which saved more than 2,250 work hours of human effort, accelerated procedures, and improved response efficiency to beneficiaries’ inquiries.

This national achievement, involving 374,000 beneficiaries from various regions of the Kingdom, is the fruit of great support and empowerment for national transformation in the government sector by the wise leadership.

The CEO of the National Center for Government Resource Systems, Engineer Youssef bin Abdulrahman Al-Harqan, stated that Etimad’s top ranking in the index reflects the center’s commitment to achieving the highest levels of digital excellence, noting that this progress is the result of integrated work aimed at improving the beneficiary journey and developing digital services to meet the needs of different groups.