First Quarter Report 2019
Institutional excellence of the Fund
As the leading entity for the development of human capital in the Kingdom, HRDF is focussed on constantly developing its internal systems and processes, which leads to the improvement of service delivery to all beneficiaries and stakeholders. The Fund also seeks to continuously improve the satisfaction of all parties engaged with the Fund and the labour market.
Customer service excellence
HRDF attaches great importance to customer satisfaction as it is committed to measuring their satisfaction with the services and programmes provided through standards designed to measure the impact on their customers as well as responding to inquiries and complaints.
Measuring customer satisfaction
Customer satisfaction is measured through conducting and analysing monthly and quarterly questionnaires and surveys. Suggestions and complaints of HRDF’s customers are effectively managed where they are directed to the relevant authority or department.
76% Customer satisfaction index for 2018 Q1
83% Customer satisfaction index for 2019 Q1
HRDF call centre
HRDF call centre (920020301) is one of HRDF’s diverse channels utilised to engage with customers. The call centre is committed to provide customers with accurate and relevant information and provide assistance to customer queries regarding HRDF’s programmes, services, or any other relevant information. The call centre is also dedicated to receive complaints and direct them to the relevant department/party to speedily resolve them. In 2019 Q1, 420,022 calls and 186,343 text messages were handled by the HRDF call centre.
| 2019 Q1 | 2018 Q1 | |
| Calls | 420,022 | 889,790 |
| Text messages | 186,343 | 381,288 |
| Percentage of resolved complaints | 94% | 88% |
| Average processing time | 14 days | 11 days |
HRDF website
The HRDF website www.hrdf.sa is one of the principal means of engaging with the Fund’s customers. The website contains details on HRDF as an organisation and the Fund’s portfolio and offering of programmes and services. It also includes the latest updates on events and activities conducted by HRDF.
| 2019 Q1 | 2018 Q1 | |
| Number of visitors | 446,712 | 451,332 |
| Number of views | 1,572,865 | 381,288 |
National Labour Observatory (NLO) – NLO.sa
The National Labour Observatory (NLO) was launched to provide consolidated data, generate statistics and advanced analytics, and to provide insights to manage knowledge on the labour market for the benefit of policy and decision-makers.
KSA labour market indicators
Several indicators have been established to reflect the status of KSA labour market. Each indicator includes its definition, source of data, mathematical formula, and periodicity. The indicators are divided into four main groups:
- Indicators of social insurance subscribers in the private sector
- Indicators of job mobility and stability within social insurance
- Indicators of graduates employment
- Indicators of Nitaqat establishments
Dashboards
Dashboards were developed for the following to include information on labour market and display indices that are automatically updated:
- Training support programmes
- Employment support programmes
- Taqat
- Hafiz
- HRDF systems
- Labour market
- Nitaqat
Labour market sector-wise studies
These studies on potential economic sectors were conducted to find effective and viable Saudisation solutions to create job opportunities for Saudi nationals. The findings contribute to the formulation of programmes and initiatives in partnership with Government, private, education, and training sectors to fulfil the HRDF mandate.
Research collaboration and partnership
The joint research programme with the Kennedy School of Government (Harvard University) aims to promote applied research in building evidence-based labour market programmes and policies, and to identify appropriate intervention mechanisms to develop these programmes and policies.
Reports and analytics
Periodic bulletins that reflect labour market status, and detailed reports (sector-wise and region-wise), as well as tailored statistical reports for decision-makers within the labour system.
The National Labour Observatory portal
The National Observatory of Labour e-portal is developed to reflect NLO’s role and enable users to access its services and products such as interactive indices and dashboards of KSA labour market. There are also additional content on multi-disciplinary studies and analytical reports on the labour market.
Knowledge initiatives: Knowledge hour
It is an initiative aiming to enable HRDF employees to share information and data in a way that is projected to sustain knowledge and experiences through learning. 97 knowledge hours were conducted in 2019 Q1.
Events and achievements
The Fund organises and participates in many events held both inside and outside the Kingdom. The most significant events during the first quarter of 2019 are as follows.
Riyadh 2019
The Fund organised Riyadh 2019 at the Riyadh International Convention and Exhibition Centre for a period of three days. The forum attracted a total of 23,000 visitors, leading businessmen and employers, employees and employees, researchers and job seekers, students and students.
The first seminar was held under the title: “Looking at employment trends under the vision of the Kingdom 2030”, highlighting the possibilities of supporting employment and promising opportunities in the labour market. There were 63 specialized workshops for students, pioneers, business leaders, researchers, Employers and employees, and persons with disabilities, as well as the deplorable experiences of national human resources in the labour market.
Signed an agreement between the Fund and the Saudi Red Crescent to support the training of 400 technicians
HRDF concluded a memorandum of understanding with the Saudi Red Crescent Authority to support the implementation of the rehabilitation programme for the holders of the Diploma in Emergency Medicine for 400 Saudi technicians, in order to enable them to enrol in the health sector job market. Under this agreement, a four-month training programme was initiated in the Red Crescent centres and an agreement was effected to recruit these trainees to one of the Red Crescent centres.
Cooperation with the current Chambers to qualify and employ Saudis and Saudi women
The Fund concluded six cooperation agreements with the Chambers of Commerce and Industry in Tabuk, Al Jouf, Qurayat, Najran, Jeddah and Jazan to support the training and employment of Saudi nationals in the outlets for more than two years. Under these agreements, the Fund will coordinate with these Chambers of Commerce and Industry to provide training and financial support programmes. The Chambers of Commerce will implement training programmes for the rehabilitation of the workforce and supervise the implementation process in its training units.
Signing a memorandum of understanding to settle 20,000 jobs in the accounting sector
The Ministry of Labour and Social Development, the Fund and the Saudi Organization for Certified Public Accountants signed a MoU aimed at settling 20,000 accounting professionals in the private sector by the end of 2022, with the aim of raising Saudisation and stimulate the accounting sector to grow following the NTP 2020 and Vision 2030.
The Fund will provide job training programmes, employment support for targeted occupations, as well as training and qualification programmes provided by the Institute of Accountants, to enable the accounting sector to achieve settlement objectives, in accordance with the terms of the memorandum of understanding.
Participation in the Janadriyah Festival
The Fund participated in the 33rd Janadriyah Heritage and Culture Festival to provide services, programmes and initiatives to support the rehabilitation, and training and employment of job seekers and employers. It also participated in its mobile branches which provide employment support services to private sector enterprises through a multi-channel recruitment channel, in buses equipped with customer service offices and waiting desks, as well as a meeting room to provide professional guidance services.
HRDF’s stall included presentations of the Tamhir job training programme, the national work portal Taqat, and the initiative to transfer the branches of the Fund in all regions of the Kingdom to rehabilitation and employment centres to support researchers and job seekers, as well as the programme of employment of persons with disabilities, “The DROP training platform, the nine-tenths programme and the incentive programme for job seekers.
Launch of National Labour Observatory Portal
The Fund launched a portal to serve as a channel for its customers to publish its products from reports, surveys, and indicators that reflect the status of the Saudi labour market. It aims to be the reliable source of data and analysis for the labour market and contribute to support the strategic transformation by providing data and visualizations on key topics.
The Observatory identified four strategic objectives: providing accurate and reliable data to all customers, providing analysis and visualization to business partners, building a network of experts and professionals to meet labour market challenges, and managing and disseminating knowledge.