Programme · PG-01 · Member Services & Business Voice Portfolio

Digital Member Journey Programme

At risk

One member journey across the My Business portal, the app, e-attestation and dispute settlement.

Approved budget: SAR 6.5M
Actual spend: SAR 4.2M
EAC: SAR 6.4M+2.0%
Progress: ⁦76%⁩
Schedule performance index: 0.91

Manager

Eng. Reem K. Al-Dosari

Head of the My Business Portal & Programme Manager, Digital Member Journey

Sponsor

Eng. Majed S. Al-Rasheed

Executive Director, Digital Transformation & IT

Projects

4 projects

2024-04-07 — 2027-05-12

On track 3At risk 1

Programme objectives

What the programme must achieve, and the strategic objectives it serves.

1
One member journey for every chamber service on My Business and the app, signed in with Nafath
2
Lift chamber services fully available online from 55% to 80% by the end of 2027
3
Cut in-person visits to the branches and service points by 40% by moving them to digital channels

Serves strategic objectives

SO-2.1High-quality, value-adding digital core services for membersOff track SO-2.2A better member experience and service qualityOn track

Programme benefits

From baseline to target

Member satisfaction with digital services
by ⁦2027⁩
Baseline 68Current 74 %Target 85
Average time to complete membership & attestation requests that need review
by ⁦2027⁩
Baseline 21Current 9.5 daysTarget 5
Running savings at the branches and service points
by ⁦2028⁩
Baseline 0Current 210 SAR KTarget 900

Roadmap

One lane per project: start to forecast finish, with the progress earned and the baseline finish.

EarnedRemainingBaseline finishSlip

2024202520262027

2025-07-20

2027-05-12

2026-11-26

2027-01-28

Dependencies between projects

What waits on what. Red links are on the programme’s critical path.

Critical path

What each project needs from the one before

The certificate-of-origin and e-attestation engine is reused inside My Business Portal 2.0
Settlement and arbitration requests are linked to the membership file in My Business after launch
Critical
The mobile app consumes the My Business APIs and the Nafath integration

Shared risks

Risks that hit more than one project, managed at programme level.

Late Nafath and Government Service Bus readiness delays both the portal and the app

PRK-01-1·Mitigate·Eng. Reem K. Al-Dosari

Affects

One vendor integration team serves three projects in the programme

PRK-01-2·Escalate·Eng. Reem K. Al-Dosari

Affects

Open risks in the programme’s projects

10 risks

Critical0
High2
Medium6
Low2
Risks 10

Probability

12345

Impact

Open risks in the programme’s projects
Probability \ Impact	1	2	3	4	5
5	0 · Low	0 · Medium	0 · High	0 · Critical	0 · Critical
4	0 · Low	0 · Medium	0 · Medium	2 · High	0 · Critical
3	0 · Low	0 · Low	3 · Medium	2 · Medium	0 · High
2	0 · Low	0 · Low	2 · Low	1 · Medium	0 · Medium
1	0 · Low	0 · Low	0 · Low	0 · Low	0 · Low

Programme KPIs · Stakeholders

Member satisfaction with digital services

74%

⁦0⁩

Target 85%⁦87%⁩

Chamber services fully available online

69%

⁦+1⁩

Target 80%⁦86%⁩

Membership and renewal requests completed with no visit

58%

⁦+1⁩

Target 60%⁦97%⁩

Average reply time to member enquiries on digital channels

9.5hours

⁦−1⁩

Target 7.0

Stakeholders

Power against interest; click a person to see their role.

Power

Keep satisfied2

Manage closely3

Monitor0

Keep informed1

Interest

Programme decisions

What the committees decided on the programme’s projects, and what the programme raised to them.

Corrective plan approved for My Business Portal 2.0
Strategy & Projects Steering Committee · 2026-09-15 · DEC-2026-031
Conditional Go

Committees

Strategy & Projects Steering Committee

Monthly · Quorum ⁦5⁩

Chair: Dr. Abdullah S. Al-QahtaniNext meeting 2026-11-03

Project Approval Committee

Fortnightly · Quorum ⁦4⁩

Chair: Dr. Noura M. Al-OtaibiNext meeting 2026-11-04

Change Committee

Weekly · Quorum ⁦4⁩

Chair: Dr. Mohammed I. Al-SubaieNext meeting 2026-10-29

Programme projects

The programme’s performance is computed from these projects.

⁦4⁩ results

	Manager
Dispute Settlement & Commercial Arbitration Platform — Release 2PRJ-2026-008	Karim Haddad	4Execution	On track	⁦91%⁩	920K	902K⁦−2.0%⁩	1.01	1.02
My Business Portal 2.0 — the Unified Member JourneyPRJ-2026-014	Eng. Sultan F. Al-Ghamdi	4Execution	At risk	⁦58%⁩	4.3M	4.5M⁦+4.2%⁩	0.87	0.96
Riyadh Chamber Mobile App — New ReleasePRJ-2026-015	Karim Haddad	4Execution	On track	⁦64%⁩	630K	606K⁦−3.8%⁩	1.02	1.04
Certificate of Origin & e-Attestation AutomationPRJ-2026-031	Karim Haddad	5Closure	On track	⁦100%⁩	410K	398K⁦−2.9%⁩	1.00	1.03
Total · 4					6.3M	6.4M

⁦1⁩–⁦4⁩ of ⁦4⁩

Budget shares

SAR 6.3M

Budget

Dispute Settlement & Commercial Arbitration Platform — Release 2SAR 920K⁦15%⁩
My Business Portal 2.0 — the Unified Member JourneySAR 4.3M⁦69%⁩
Riyadh Chamber Mobile App — New ReleaseSAR 630K⁦10%⁩
Certificate of Origin & e-Attestation AutomationSAR 410K⁦7%⁩

Budget shares
Category	Value	Share
Dispute Settlement & Commercial Arbitration Platform — Release 2	SAR 920K	⁦15%⁩
My Business Portal 2.0 — the Unified Member Journey	SAR 4.3M	⁦69%⁩
Riyadh Chamber Mobile App — New Release	SAR 630K	⁦10%⁩
Certificate of Origin & e-Attestation Automation	SAR 410K	⁦7%⁩
Total	SAR 6.3M	⁦100%⁩