RIYADH: As governments worldwide embrace digital transformation, artificial intelligence is playing a pivotal role in making public services more accessible and user-friendly.
From streamlining bureaucratic processes to enhancing user experiences, AI-driven platforms are redefining how citizens interact with their governments.
Saudi Arabia is at the forefront of this revolution, with its Tawakkalna app emerging as a model for digital governance and AI integration.
Originally introduced in 2020 to manage COVID-19 restrictions, Tawakkalna has since evolved into a comprehensive digital hub, providing seamless access to more than 600 government services.
Available in seven languages and accessible in 77 countries, the app has become an indispensable tool for Saudi citizens, residents and visitors alike.
From managing personal data, medical records and professional documents to accessing religious, educational,and legal services, Tawakkalna consolidates essential services into a single, user-friendly interface.
Users can request an ambulance, register for organ donation, access weather forecasts, or even find volunteering opportunities — all at their fingertips.
“In the context of Vision 2030, Saudi Arabia has placed AI at the core of its economic diversification strategy,” Muhammad Khurram Khan, a professor of cybersecurity at King Saud University in Riyadh, told Arab News.
“The Kingdom aims to become a global leader in AI, positioning the technology as a key enabler of smart cities, digital governance and advanced industries.”
The Saudi Data and Artificial Intelligence Authority, which oversees Tawakkalna, has continually updated the platform to improve efficiency and user experience.
In October 2023, the launch of Tawakkalna 2.0 marked a significant milestone in the app’s development, enhancing accessibility and streamlining government services.
Key features introduced in Tawakkalna 2.0 include a redesigned homepage for quick access to essential services and Wakeb services, a real-time update system that keeps users informed about important developments.
The platform also allows government and private sector partners to engage directly with users, further enriching the digital experience.
“Tawakkalna is not just a success story of a government app, but a model of how AI can be harnessed to drive innovation in the public sector, transforming digital governance and significantly enhancing the quality of life for residents and visitors alike in Saudi Arabia,” said Khan.
“As AI continues to drive the evolution of digital services, Tawakkalna stands as an example for other nations, highlighting Saudi Arabia’s growing role as a leader in the global AI race.”
Saudi Arabia’s Vision 2030 initiative places digital transformation at the heart of national development. The government is actively integrating AI across sectors to enhance efficiency, transparency and accessibility.
Tawakkalna exemplifies this vision, allowing users to handle administrative tasks in a matter of seconds — errands that would otherwise require lengthy in-person visits to government offices.
With a focus on continuous improvement, Tawakkalna has expanded to include legal and business services such as Najiz, a Ministry of Justice classification service; university and training institution portals; and business sector support.
This reflects the Kingdom’s broader goal of fostering a thriving digital economy.
The success of Tawakkalna has not gone unnoticed. The app was named the top government platform in the Kingdom’s Digital Experience Maturity Index for 2024 and received the UN Public Service Award in 2022 for its innovative response to the COVID-19 pandemic.
The app’s journey from a pandemic management tool to a full-fledged super app underscores Saudi Arabia’s commitment to leveraging AI for public service excellence.
It also highlights how digital governance, when executed effectively, can simplify daily life while boosting efficiency and inclusivity.
As Tawakkalna continues to evolve, the SDAIA is exploring further enhancements to ensure the platform remains at the cutting edge of digital transformation.
Plans include expanding AI-driven personalization, integrating more predictive analytics for user needs and leveraging blockchain for greater security in government transactions.
For users in Saudi Arabia and beyond, the message is clear: Digital transformation is no longer a distant vision but a reality shaping everyday life.
Through AI-powered initiatives like Tawakkalna, the Kingdom is setting a precedent for how governments worldwide can embrace technology to create smarter, more efficient societies.
