Did it reach its goal?
Yes9/9
Yes. Unified booking went live in 9 centres; 410K bookings in year one.
PRJ-2026-031On track11Benefits RealizationScrum
Unified e-Appointments Platform
Add to watchlistOne booking system for service-centre appointments, with reminders and instant feedback.
Project managerKarim HaddadSponsorEng. Majed S. Al-RasheedProgrammeDigital Government Services Programme
Budget (BAC)
SAR 8.2M
Actual cost
SAR 8M
97% of budget
Progress
100%
Planned 100%
Estimate at completion
SAR 8M
SPI · CPI
1.00Schedule performance index · 1.001.03Cost performance index · 1.03
Forecast finish
2025-07-20
20 days behind baseline
Benefits RealizationPhase 11 of 11
- Idea · CompleteIdea · Complete
- Gate into «Feasibility»DecisionGoDate20 October 2023Feasibility · CompleteFeasibility · Complete
- Gate into «Initiation»DecisionGoDate7 February 2024Initiation · CompleteInitiation · Complete
- Gate into «Planning»DecisionGoDate7 April 2024Planning · CompletePlanning · Complete
- Gate into «Approval»DecisionGoDate29 April 2024Approval · CompleteApproval · Complete
- Gate into «Procurement»DecisionGoDate13 May 2024Procurement · CompleteProcurement · Complete
- Gate into «Execution»DecisionGoDate18 June 2024Execution · CompleteExecution · Complete
- Gate into «Monitoring & Control»DecisionGoDate28 April 2025Monitoring & Control · CompleteMonitoring & Control · Complete
- Gate into «Handover»DecisionGoDate25 May 2025Handover · CompleteHandover · Complete
- Gate into «Closure»DecisionGoDate30 June 2025Closure · CompleteClosure · Complete
- Gate into «Benefits Realization»DecisionGoDate29 August 2025Benefits Realization · Current phaseBenefits Realization · Current phase
Closed project
Project closed on 2025-09-28
All seven closure items are done, the post-implementation review was held, and the benefits passed to their owner to measure.
7/7
Closure checklist
Seven mandatory items before any project closes.
- 1
Deliverables acceptedDone
Final acceptance of 9 deliverables, no open findings
Faisal A. Al-ShehriDone 2025-07-20
- 2
Financial closureDone
Actual SAR 7.96M of 8.2M — SAR 240K returned to budget
Khalid N. Al-MutairiDone 2025-09-10
- 3
Contract closureDone
Contract WRDA/2024/009 closed, retention released
Khalid N. Al-MutairiDone 2025-09-14Evidence
- 4
Documents archivedDone
64 documents archived with their classification
Karim HaddadDone 2025-09-18Evidence
- 5
Lessons learnedDone
3 lessons published, cited 13 times since
Karim HaddadDone 2025-08-30Evidence
- 6
Benefits owner assignedDone
Eng. Reem Al-Dosari owns two benefits with a 24-month plan
Eng. Reem K. Al-DosariDone 2025-09-21
- 7
Final report approvedDone
Final report approved by the sponsor and the PMO
Karim HaddadDone 2025-09-28
Post-implementation review
Did it reach its goal? Did it stay on budget? Were the benefits realised? What did we learn and improve?
Held on 2025-10-22Review score 84/100· Facilitated by Dr. Noura M. Al-Otaibi
Did it stay on budget?
Yes−2.9%
Delivered for SAR 7.96M against 8.2M, 20 days after baseline.
Were the benefits realised?
Partly82%
82% realised: satisfaction 82% vs 85% target, waits 18 minutes vs 15.
What did we learn?
Yes3
Three lessons: Nafath environments, payments tied to acceptance, the vendor team.
What should improve?
Partly2
An SMS reminder the day before, and linking booking into the unified services platform.
Lessons learned
2 lessons — offered automatically to similar projects when they are created.
Book Nafath test environments three months before build
- Context
- The e-appointments platform needed single sign-on through Nafath.
- What happened
- The test environment arrived seven weeks late because it was requested after build started.
- Impact
- Launch slipped five weeks; SAR 340K extra vendor time.
- Recommendation
- Request the environment when the charter is approved and make it a planning-gate item.
Karim Haddad · 2025-08-20
Tie payments to accepted deliverables, not elapsed time
- Context
- The e-appointments build contract.
- What happened
- A 20% payment was released before the stage passed acceptance.
- Impact
- Hard to hold the vendor to 37 open defects.
- Recommendation
- A payment schedule tied to deliverable acceptance in every digital contract.
Khalid N. Al-Mutairi · 2025-08-30
Benefits handover
Each benefit moves from the project manager to an owner who measures it after closure.
- Shorter waits at service centres
baseline 42 · now 18 · target 15 minutes
89% of target realisedHanded to Eng. Reem K. Al-Dosari - Higher visitor satisfaction
baseline 64 · now 82 · target 85 %
86% of target realisedHanded to Eng. Reem K. Al-Dosari