Interview: Ahmed Al Suwaiyan, Governor, Digital Government Authority, on strategies to boost accessibility to services and how local companies strengthen the digital ecosystem
In what ways are shared government digital services contributing to interoperability and cost efficiency?
AHMED AL SUWAIYAN: Shared digital services are fundamental to achieving interoperability and optimising costs. A unified digital identity allows individuals and businesses to authenticate securely across all government entities, eliminating redundant systems. Integrated payment gateways standardise transactions, improving revenue collection and reducing fragmentation. These services consolidate infrastructure – minimising duplication and enabling faster service rollout. Inter-agency integration is therefore more seamless, lowering administrative overhead and enhancing service reliability.
How is the consolidation of digital platforms across the public and private sectors impacting service efficiency, cybersecurity and user experience?
AL SUWAIYAN: By end-2025 we reduced government digital platforms from 817 to 490 – merging or decommissioning 327 platforms since 2022. This consolidation eliminated operational redundancies and strengthened our digital infrastructure significantly. Citizens now experience faster, more reliable services tailored to their needs, while government entities benefit from improved cost efficiency and simplified maintenance. Cybersecurity improved dramatically, as consolidation enables uniform enforcement of national security standards, tightening access controls and strengthening data protection mechanisms. Users benefit from unified portals offering interconnected services that deliver smoother, more consistent digital experiences. This seamless integration elevates satisfaction levels, enhances platform usability and builds public trust.
Which strategies are being implemented to ensure nationwide inclusion in digital services accessibility?
AL SUWAIYAN: With internet coverage exceeding 99%, our focus has shifted from basic connectivity to inclusive access. Residents in rural areas, older individuals and persons with disabilities often face distinct barriers. The Digital Inclusion Programme addresses this by mandating compliance with global accessibility standards and requiring all entities to follow human-centred design principles. To build capacity, we have partnered with over 100 universities and organisations to train professionals in inclusive design and assistive technologies. Platforms like gov.sa and Tawakkalna offer more than 1000 services to over 34m users nationwide in seven supported languages, ensuring consistency regardless of location. Alternative access channels – such as automated services for persons with disabilities, 24/7 sign language support and a unified national complaints hotline – further ensure no one is left behind.
What role do local tech start-ups play in driving innovation in the digital public services ecosystem?
AL SUWAIYAN: Local technology start-ups represent the innovation engine driving our digital public services. Small and medium-sized enterprises constitute around 91% of technology providers in government procurement. In 2024 approximately 2700 Saudi firms secured contracts valued at SR9.1bn ($2.4bn), delivering transformative solutions. These companies pioneer applications in artificial intelligence, cloud computing, internet of things and digital twin technologies – revolutionising health care, education, transport and critical infrastructure. We have dismantled traditional barriers through flexible procurement regulations, streamlined technical integration processes and strategic fee exemptions supporting sustainable growth.
This enabling regulatory environment stimulates competition, builds technical capacity and accelerates advanced solution development. Start-ups function as strategic innovation partners rather than conventional vendors, co-creating our digital future. Their agility, innovation and understanding of local user needs enable rapid, effective solution delivery that keeps government services evolving to serve citizens efficiently.
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