Tawakkalna: 4.4 billion transactions per month and the path to a digital state
The Tawakkalna application processed 4.4 billion transactions and attracted 13.3 million active users over the past six months, becoming a symbol of the digital transformation of Saudi Arabia.
Scale and Impact of the Platform
Dr. Esam Alwagait, Director of the National Information Center of Saudi Arabia, presented impressive performance metrics of the Tawakkalna application at the LEAP 26 conference in Riyadh. These figures — over 4.4 billion transactions monthly — demonstrate the scale of trust citizens and companies have in the unified national platform. Such a level of usage reflects the maturity of the state's digital infrastructure and the society's readiness to integrate services in one place. The platform brings together services from 62 government agencies, creating an unprecedented level of accessibility and convenience for citizens.
From Paperwork to Proactive Services
Saudi Arabia's vision for 2030 is ambitious: complete elimination of information duplication, transition to paperless systems, and achieving nearly 100 percent proactive services. This means that the government will provide necessary services to citizens automatically, without the need to resubmit documents and data. Instead of users searching for the needed service among more than 1700 offerings, the system will independently suggest what is required based on life events and needs. This approach significantly reduces the time and effort for citizens.
Artificial Intelligence and Personalization
A key tool for transformation is the implementation of the AI assistant "Shamel," which is currently in the pilot testing phase. This smart assistant will provide services and procedures in a convenient and predictive manner, tailored to the specific needs of the user. The technology allows for a rethinking of citizen interaction with the government: instead of navigating a maze of bureaucracy, people receive a personalized experience adapted to their situation. This represents a qualitative leap in how government structures can serve their citizens.
Integration as the Foundation of Trust
The true value of Tawakkalna lies not just in uniting disparate services on one platform, but in creating a unified, coherent experience of interaction with the government. The inclusion of services from 62 government agencies reflects an unprecedented level of coordination. At the same time, the platform prioritizes the protection of citizens' data, ensuring the confidentiality of information in the context of full integration. This balance between convenience and security is critically important for long-term user trust in the government's digital systems.
Frequently Asked Questions
How many users actively use Tawakkalna?
According to SDAIA, the application has over 13.3 million active users per month. This figure confirms that more than half of the population of Saudi Arabia regularly interacts with the platform to access government services.
Which government agencies are integrated into Tawakkalna?
Currently, the application includes services from 62 government organizations. The platform combines over 1700 different services, allowing citizens to access most necessary government services through a single interface.
What is the "Shamel" assistant?
"Shamel" is an AI assistant that is currently in the pilot testing phase. It provides services and procedures based on predictive analysis of user needs, offering necessary services without an explicit request from the citizen.
