National Center for Performance Measurement 'ADAA'

The National Center for Performance Measurement, known as ADAA, is the entity responsible for measuring the performance of public entities in the Kingdom of Saudi Arabia by analyzing their performance based on local and international benchmarks. ADAA was established by a resolution issued by the Council of Ministers in 2016. Its headquarters is located in Riyadh, and it has a legal personality and administrative and financial independence. It is organizationally linked to the Prime Minister and is one of the entities contributing to raising the performance of government agencies.

ADAA fulfills its designated role by executing tasks aligned with six main axes. They include monitoring and measuring the performance of public agencies using unified methodologies and tools based on the best international practices in this field, preparing periodic reports on their results, enabling by building and developing the institutional capabilities and practices of public agencies, spreading knowledge and equipping personnel in public entities with the relevant skills, and developing frameworks and standards for performance management and measurement. This comes in addition to fostering continuous communication with public agencies for improvement and development and measuring the beneficiary experience, by supporting public agencies and their initiatives in improving their services by measuring quality and beneficiary satisfaction to enhance transparency by sharing beneficiary experience reports with stakeholders.

ADAA has identified four tools to measure beneficiary satisfaction from government entities, including the mystery shopper, which involves conducting periodic and confidential visits to service centers affiliated with public agencies to conduct objective and impartial assessments aimed at determining the service centers' performance levels. The tools also involve surveys, which encompass a variety of questionnaires tailored to engage with a group of beneficiaries to gather responses pertaining to the government entity's inquiries. Another tool is focus groups, which are specialized panel discussions to measure the experience of beneficiary satisfaction with government services. A final tool is the national application, an electronic app that empowers beneficiaries to engage in assessing the performance of public agencies and gauging their satisfaction with the services they receive. Moreover, it allows them to offer suggestions and observations for enhancement.