The Council of Cooperative Health Insurance (CCHI) revealed it has
achieved digital transformation for 95.45% of its services, against 4.55% for
conventional services; it recorded (87.5%) of services as (Government-Business)
compared with (12.5%) of services as (Government-Government); thus, the
percentage of main government services provided to CCHI digitally and with a
high effect (94.55%).
The General Secretariat has recently accomplished various electronic
services, the most notable of which are the services of unified health
insurance policy application, inquiry about status of health insurance, the
visitor system that made insurance as obligatory on extension of visits to the
Kingdom, in addition to the services of automating the customer services and
CCHI procedures, said Mr. Yasser Al-Maarek, CCHI spokesman. He added that a
unified center was established for customer service through all available
communication channels. Automation was carried out for customer service
operations, as well as for related delivery and documentation, as well as
taking decisions in this regard through contacting the General Secretariat via
a phone call to the unified number, the website or the smart phone application.
Al-Maarek added that the General Secretariat has been keen on
automation and streamlining of delivery of complaints and communication with
insurance companies, which accelerated the processing of complaints and
achieved satisfaction of the insured about the General Secretariat that placed
the contact center under its management, thus leading to the improvement of
services and response to client inquiries. The Secretariat also accomplished
the project of archiving all processes in a reliable database that enables all
departments to extract various reports to help in decision making. Capitalizing on Yesser e-services, a
linkage was carried out to the Government Secure Network and the CCHI services
were posted on Saudi website in the government services guide to enable access
and utilization by nationals and residents. This empowered CCHI to rank 36th,
out of 198 government regulatory entity, in terms of maturity in e-services.
CCHI has also taken an advanced ranking on the government services
maturity index, scoring an “excellent” evaluation within the health sector
institutions placed by the index in the green category, with a percentage of
85%-100% as per performance in the provision of e-services. The digitalization
and development level measurement took showed it provides e-services to the
public at an outstanding degree.
