Introduction

In line with King Abdulaziz University’s direction toward advancing digital transformation and developing beneficiary-centered digital services, the University recognizes the importance of electronic participation as one of the key enablers for enhancing communication and engagement with beneficiaries, while supporting the continuous improvement of digital services and channels.

This policy aims to regulate and activate electronic participation across various digital channels and platforms, enabling beneficiaries to actively share their opinions, suggestions, and feedback, while promoting transparency, digital engagement, and improving beneficiary experience.

The policy also supports national directions and the requirements of the Digital Government Authority related to electronic participation, beneficiary experience, and digital services.

Policy Objectives

This policy aims to:

• Regulate and activate electronic participation across digital channels and platforms.
• Enhance beneficiary participation in improving digital services and channels.
• Increase the level of digital interaction and communication with beneficiaries.
• Support transparency and institutional digital engagement.
• Promote a culture of electronic participation and interaction.
• Support the continuous improvement of services and beneficiary experience.

Scope of the Policy

This policy applies to:

• All digital channels, platforms, and services affiliated with the University.
• All internal and external beneficiary groups.
• Digital interaction, communication, and participation channels.
• Digital comments, feedback, suggestions, and inquiries related to University services and digital channels.

Principles of Electronic Participation

The University’s approach to electronic participation is based on the following principles:

• Beneficiary as a Partner in Improvement: The University seeks to empower beneficiaries to actively participate in developing and improving digital services and channels.
• Transparency and Communication: The University promotes transparency and continuous communication with beneficiaries through various digital channels.
• Ease of Access and Participation: The University is committed to providing accessible and user-friendly electronic participation channels and tools.
• Continuous Engagement: The University adopts continuous digital engagement and utilizes feedback and beneficiary input to support ongoing improvement.
• Continuous Improvement: The University continuously develops and enhances digital services and channels based on participation outcomes and digital interaction feedback.

Electronic Participation Channels

The University utilizes several digital channels to support electronic participation, including:

• The University website.
• The official University mobile application (MyKAU).
• Digital surveys.
• Digital communication and interaction channels.
• Official social media platforms.
• Digital support and communication centers.
• Complaint, feedback, and suggestion channels.

Areas of Electronic Participation

Electronic participation includes the following areas:

• Providing feedback and suggestions.
• Evaluating digital services and channels.
• Participating in surveys and digital studies.
• Engaging with digital initiatives and services.
• Submitting complaints and inquiries.
• Measuring beneficiary satisfaction and user experience.
• Participating in improving digital services and journeys.

Stages of Electronic Participation

Electronic participation goes through several stages aimed at enhancing engagement and continuously improving digital services and channels, including:

• Participation and Engagement: Providing beneficiaries with opportunities to submit feedback, suggestions, inquiries, participate in surveys, and engage through various digital channels.
• Review and Analysis: Reviewing and analyzing participation inputs and feedback to support the measurement and improvement of digital services and channels.
• Improvement and Development: Utilizing the outcomes of electronic participation to continuously develop and improve digital services, journeys, and channels.

Electronic Participation Controls

King Abdulaziz University is committed to:

• Providing clear and approved digital participation channels.
• Ensuring ease of access and usability of participation channels.
• Monitoring feedback and suggestions and engaging with them periodically.
• Handling complaints and feedback within approved timeframes.
• Utilizing participation outcomes to improve services.
• Protecting beneficiaries’ data and privacy during electronic participation.
• Documenting and analyzing participation outcomes and feedback.
• Enhancing inclusiveness and enabling participation for all beneficiary groups.

Privacy and Confidentiality

The University is committed to protecting the privacy of beneficiaries and participants in electronic participation channels and handling data and information in accordance with approved regulations, policies, and controls related to data protection and privacy.

Terms and Conditions of Electronic Participation

• Contributions must be relevant to the services, topics, or channels available for participation.
• Participants must comply with the laws, regulations, and policies applicable in the Kingdom of Saudi Arabia.
• Participants must maintain professionalism, respectful dialogue, and mutual respect.
• Electronic participation channels must not be used for abuse, defamation, or publishing inappropriate content.
• Contributions must not include personal, confidential, or sensitive information related to individuals or entities without authorization.
• Publishing content that violates laws, intellectual property rights, or usage rights is prohibited.
• The University reserves the right to review, remove, or reject any participation that violates approved policies and controls.
• The University is committed to handling participation and feedback in accordance with applicable laws and policies.
• Published opinions, suggestions, or contributions do not necessarily represent the University’s official views or directions.
• The University reserves the right to develop, update, or suspend electronic participation channels when necessary.

Review and Approval

This policy shall be reviewed periodically to ensure alignment with strategic directions and relevant regulatory requirements, and to support the development of electronic participation and the improvement of beneficiary experience and digital services.