MunjazStrategy & projectsMunjazPMO PLATFORMBoard of Grievances
DMD-2026-004
Unified beneficiary contact-centre expansion
Committee reviewImprovement
Priority score
71
Score confirmed by the evaluation panel
Estimated cost
SAR 7.8M
Net present value
SAR 5.5M
Internal rate of return
28.6%
Payback period
2.9 years
Rank in the 2027 plan
#6
of 9 candidates
Gate into «Submitted»DecisionGoDate6 May 2026DraftComplete
Gate into «Initial review»DecisionGoDate15 June 2026SubmittedComplete
Gate into «Feasibility»DecisionGoDate26 July 2026Initial reviewComplete
Gate into «Evaluation»DecisionGoDate4 September 2026FeasibilityComplete
Gate into «Committee review»DecisionGoDate14 October 2026EvaluationComplete
Gate into «Approved»DecisionNot held yetNext gateCommittee reviewCurrent phaseCurrent phase
Gate into «Prioritized»DecisionNot held yet7ApprovedNot started
Gate into «Converted to project»DecisionNot held yet8PrioritizedNot started
9Converted to projectNot started
The request as filed
What the requester wrote on the intake form
Problem
The unified contact centre takes 3,400 calls a day from litigants and lawyers with 60 agents, and up to 22% of calls are abandoned at peak times — mostly just before hearings.
Current state
Average wait is 7 minutes, there is no chat or WhatsApp channel, and the system is not linked to the case file in Mueen.
Objective
Grow the centre into an omnichannel service (phone, chat, WhatsApp) with smart routing, and cut abandoned calls below 5%.
Expected scope
A cloud contact platform, 25 more seats, chat channels, and a link to Mueen so the agent sees the case status and hearing date.
