Governance and Beneficiary Experience Maturity Frameworks
CX Governance & Maturity Model
Without clear governance, even the greatest efforts become like building on sand.”
Governance is not just dry policies and procedures, it is the spirit that runs through the veins of the institution to ensure that every decision, every action, every development serves the beneficiary’s well-being
What is Digital Patron Experience Governance?
It is a set of policies, procedures, and organizational structures that ensure that the digital beneficiary experience is consistently and effectively monitored across all digital and traditional channels.
In other words, it is the framework that determines who is responsible for each part of the beneficiary journey, how data is collected about the customer experience, and how improvements are continuously analyzed and applied to ensure an integrated and distinct experience for each beneficiary.
What is the service?
Build a comprehensive and integrated governance framework to manage the digital beneficiary experience across the organization, ensuring consistency, effectiveness, and accountability.
What do we offer you at Renad Glory?
- CX Maturity Model Development
- Assess the current level of maturity based on key dimensions (strategy, culture, operations, analysis, technology).
- Use of internationally accredited assessment frameworks (e.g., Gartner, Forrester, ISO 23592).
- Preparing a development roadmap (Maturity Roadmap) to move to higher levels of maturity.
- CX Governance Framework Design
- Develop an integrated governance structure for the beneficiary experience that defines roles, responsibilities, and decision-making pathways.
- Develop formal policies and procedures to manage the beneficiary experience across different channels.
- Identify stakeholders (CX Committee/Steering Committee) and inter-departmental coordination mechanisms.
- Developing CX Policies & Standards
- Prepare internal governance guides for the beneficiary experience (Governance Playbook).
- Standardize work methodologies, approval procedures, and internal improvement mechanisms.
- Building the Maturity & Continuous Improvement Model
- Designing a five-stage integrated maturity model to measure the gradual development of the entity.
- Development of self-assessment tools and digital dashboards.
- CX Performance & Compliance Management
- Build a monitoring system and key performance indicators (CX KPIs) at the department level.
- Assess compliance with national governance and beneficiary experience standards (e.g. Adaa Center).
- Empowering Teams and Implementing Governance (Governance Implementation & Enablement)
- Train Beneficiary Experience Unit teams on policy implementation and maturity management.
- Develop an operational governance plan that integrates with corporate digital transformation initiatives.
The added value of your organization
Through this service, Renad Al-Majd helps entities move from disparate initiatives to a mature and coordinated beneficiary experience management system.
- Effective governance ensures clarity of responsibilities and complementarity of roles
- Continuous measurement of maturity and improvement over time.
- Full compliance with national and international standards in the beneficiary experience.
- Building a sustainable corporate culture based on digital optimization and quality.