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Define the service before you digitise it.

Every service defined with its published standard, eligibility, required documents, fee and approval path — the structure every case, target and report is derived from.

The problem

Digitising an undefined service produces a faster version of the same confusion. Where requirements are not stated precisely, the counter improvises, and two applicants receive different answers.

A service catalogue is the governance artefact that makes performance measurable: without a stated standard per service, there is nothing to report against.

Core workflow

Policy to operating definition.

01
Scope
What the service is, and what it is not.
02
Eligibility
Who may apply, and on what basis.
03
Requirements
Documents and data, stated precisely.
04
Standard
Published turnaround, split by stage.
05
Fee & authority
Fee basis and approval delegation.
06
Publication
Published to the portal and the counter alike.
What it covers

Definition

Service registerScope and eligibility rulesRequired documents listFee schedule and basisService versions and changes

Standards

Published turnaroundStage-level targetsWorking calendar and holidaysEscalation on breachException and hold rules

Authority

Approval path by serviceDelegation matrixValue and risk thresholdsActing and absence coverDecision templates
Operational outcomes
1
Definition per service
100%
Services with a published standard
Same answer
Portal and counter
−44%
Applications returned incomplete

Ranges observed on Al Jawad engagements. Targets agreed in assessment.

Define one service properly with us.

We take one high-volume service, define it end to end, and measure the drop in returned applications.