INNOVATION THAT MATTERS
IN GOVERNMENT

MINISTRY OF LABOR AND SOCIAL DEVELOPMENT
CUSTOMER CASE STUDY

Kingdom-wide collaboration for the Ministry of Labor and Social Development

Client

Ministry of Labor and Social Development

wwww.mol.gov.sa

Sector

Government

Location

Riyadh

Services and Solutions provided

Unified communications suite including:

Video/Web conferencing

IP Telephony

Collaboration tools

The Saudi Ministry of Labor and Social Development (MLSD) performs a pivotal role in supporting sustained economic growth for the Kingdom. The provision and stability of a dynamic national workforce is critical in realising the goals of both Vision 2030 and the National Transformation Plan 2020, which gives paramount importance to job creation.


Every day, across 20 locations within KSA, those who work for the MSLD have an effect on people’s lives; responsible also for social care in the community to help raise quality of life for ordinary citizens.



Problems solved

  • Ensuring consistency and quality of services and citizen interactions
  • Service delivery levels
  • Delayed responses
  • Rising costs associated with time spent travelling between locations, in addition to direct travel costs thereby incurred
  • Difficult access to knowledge workers

Benefits

  • Conform to Government’s Vision 2030
  • Better serve community
  • Reduced travel costs
  • Improved productivity through collaboration
  • Easier staff training
  • Branch connections
  • Faster and more informed citizen interactions
  • Better citizen outcomes
  • Faster problem resolutions/decisions
  • Reduced operational costs
  • Improved knowledge and information flow
  • Empower mobile and remote working

Challenges:

Alignment with the digital age

In addition to its current extensive local office presence, the Ministry plans considerable expansion. It is looking to create 200 family counselling centers in various parts of the Kingdom by 2020. This initiative will involve the training of up to 21,000 workers in the fields of family counselling and social protection. Communications efficiencies are essential foundations for future performance.

Communications between the Ministry’s various locations had previously depended on a mix of traditional telephony, emails, and personal contact. Responses to citizens were occasionally delayed simply due to inaccessibility of key personnel, and difficulties in discovering the availability schedules of such personnel. There was also the issue of staff demotivation. Such arrangements were starting to cause frustrations for employees, given the time often involved in making contact with the right people for information, decision-making and authorisation.

MLSD asked STCS to evaluate its entire internal communications strategy and architecture. Its primary goals were to improve service delivery levels and drive a more agile and efficient workforce. A re-think was required to align the Ministry’s communications with the digital age, while reducing the costs associated with wasted time and frequent travel between locations for meetings, face-to-face collaboration, and information gathering.

Solution:

Building a future-proofed organization

Although the requirement was clear, the roadmap to address it faced a number of obstacles which STCS identified in its preliminary health-check of the communications infrastructure. It lacked integration; telephony was not connected with video or email.

STCS worked alongside the MLSD team to map out the essential elements for driving a superior user experience. Part of this process was to address interfaces between the various technology components of a connected organization and to ensure that going forward there would be no weak links in the communication chain.

Solution:

A new network to serve present demands and future growth

STCS planned, designed, and implemented easy-to-use video conference technology to support a wide range of MLSD employees including executives, trainers, customer service representatives, salespeople, and MLSD remote workers. Collaboration is now possible from any device and any location to any other device at any other location, as well as shared conferences.

Since most communication is nonverbal, video conferencing and Overall Unified Communications fill a huge communication gap that had long existed within the MLSD organization. A web conference and sharing contents with video helps managers and knowledge workers to better convey and understand information that is being shared within social projects or any other engagements serving social developments. Work is now accelerated since the need to travel to other locations for gaining colleagues’ input and knowledge no longer exists. This streamlining has also made a significant contribution to reducing operational costs.

Results:

A seamlessly hyper-efficient workforce

Critical business processes, from customer service to problem solving, are now more instant, using online conferencing methods.

Unified Communications has cut the distance between people, eliminated the delay in information sharing, and enriched the productive process of collaboration for MLSD. All branches now benefit from direct connection and video conferencing with the central office, and working closely together has become a core value within MLSD’s culture.



About STCS

STCS is committed to continuous improvement for our customers and embracing the future now. A wholly-owned subsidiary of the STC Group, we are the leading ICT services and solutions provider in KSA with over 800 employees serving customers from 35 cities within the Kingdom.

We share a future vision with our customers – where the needs of society, the enhancement of education, the attainment of better citizen and customer outcomes, and safer, securer and smarter environments are not just a long term aspiration; they are achievable now. For STCS achievement thrives on finding better ways of doing things for our customers. This is the true spirit of innovation.



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