Delivering on promises calls for a fundamental shift in mindset
As Saudi Arabia continues its ambitious transformational journey towards Vision 2030, reimagining the delivery of essential services from the perspective of its citizens means considering not just which public services are provided, but also how they are implemented to best serve the country’s residents, asserts Paul Bogan, Chief Digital Officer, Serco and Regional Director, +impact, in this contribution for LogisticsGulf.com
With a population projected to exceed 40mn by 2030, and more than 60% of residents under the age of 35, the demand for services that are accessible, intuitive, and tailored to real-life needs in Saudi Arabia is intensifying.
The Kingdom’s Vision 2030 has placed citizens and residents at the heart of the Kingdom’s development, from healthcare and education to infrastructure, mobility, and digital services.
However, delivering on that promise requires more than investment, it calls for a fundamental shift in mindset – designing services with, not just for the people who use them.
Around the world, governments are discovering that the key to effective service delivery lies in co-creation with users. In Singapore, transport services have been restructured based on behavioural insights and live commuter feedback. In the Netherlands, digital platforms for municipal services are tested with citizens before rollout, to ensure clarity and ease of use.
Building on experience
Building on global experience and lessons from the private sector, Saudi Arabia is embedding these principles at a far more ambitious scale. Mega-projects like NEOM, Red Sea, Qiddiya, Diriyah Gate and King Salman Parks are being designed around livability, sustainability and experience, bringing human-centred design into every layer of infrastructure planning.
In Riyadh, for example, the expansion of public transport is being guided by travel patterns and user mobility data. This approach considers both immediate benefits and the medium-to-long-term impact, strategically supporting major international events such as Expo 2030 and the World Cup.
Meanwhile, healthcare reform centres around the patient journey, improving how individuals access and receive remote support. This not only alleviates pressure on hospitals and clinics but also enables the delivery of world-class healthcare services through advanced technologies like IoT and AI.
In Jeddah, the overhaul of port logistics is offering a powerful example of citizen-centricity in action. The integration of smart technologies, like automated customs clearance and digital cargo tracking, is not just improving efficiency for suppliers. It is reducing delays, improving transparency, and ultimately benefiting local businesses and consumers who rely on timely delivery of goods.
It is a reminder that in logistics, as in other public services, the end user is not just a stakeholder—they are the purpose.
Strong thread
One strong thread that ties these efforts together is data—collected, analysed intelligently, and applied practically. Saudi Arabia’s government digital transformation programme has unified over 130 services into streamlined online platforms, reducing bureaucracy and empowering citizens to navigate systems with ease.
Today Saudi Arabia is ranked sixth globally in the United Nations E-Government Development Index (EGDI), cementing its position as one of the leading digitally-ready countries worldwide.
Looking ahead, AI and analytics will allow services to evolve in real-time, responding dynamically to usage patterns, environmental conditions, or emerging public needs. Even the smartest technology is only as effective as the experience behind its implementation. That is why the next phase of service delivery in Saudi Arabia requires not just digital innovation, but deep operational understanding that both enables and works from a user perspective.
Delivering services at scale, and doing so sustainably, requires insight from those who have operated hospitals, transport systems, housing, or utilities in complex, high-stakes environments. It means moving beyond theory into grounded, executable models.
Track record
Whether developing infrastructure from scratch or modernising existing systems, those with a good track record in service delivery are now critical to shaping policy and implementation. Collaboration is crucial, governments must partner with the private sector, combining experience, citizen input, and advanced capabilities for successful projects.
Recently, we have seen significant strides in public-private partnerships. Key aspects include leveraging technological innovations from the private sector to enhance public services, such as using AI for smarter city planning or employing big data analytics for efficient resource management. Additionally, transparent communication and shared goals between stakeholders have proven essential for aligning interests and achieving common objectives.
However, there is still more to be done. Strengthening regulatory frameworks to ensure fair competition and protect public interest, increasing investment in joint research and development initiatives, and fostering a culture of mutual trust and respect are vital steps forward. By continuously refining these collaborations, both sectors can drive sustainable progress and innovation.
Saudi Vision 2030
As Saudi Arabia delivers on Vision 2030, it will not be the scale of investment alone that defines its legacy. It will be how that investment translates into lived experience: How intuitive is the service? How responsive is it to evolving needs? How well does it reflect the diversity of the people it serves? Globally, the direction of travel is clear.
Citizen-first public services are no longer a trend—they are a strategic imperative for future living. In a region defined by ambition, Saudi Arabia is uniquely positioned to set a new standard.
