Abstract: The Kingdom of Saudi Arabia is enhancing the services and applications in government organizations through the number of systems that generate a massive amount of data through Big Data technology. Recently, the Global Artificial Intelligent Summit 2020, Saudi Data and Artificial Intelligence Authority (SDAIA), NEOM have launched an Artificial Intelligence (AI) strategy that aligns with the Kingdom Vision 2030. AI opens a wide door for opportunities and new strategies that will narrow the gap in the skillset of individuals and promote research and innovation in the IT industry. Organizations lack advanced techniques to evaluate the performance of individuals and departments that supports improving the quality of service. The introduction of AI-based applications in the government and private sectors will facilitate decision-makers in tracking and optimizing the efficiency of departments and individuals. This research aims to develop an intelligent framework for government organizations to improve the quality of services rendered to customers and businesses. In addition, it highlights the importance of AI policies in archiving metadata. This paper presents a framework for an organization that contains Chatbot, Sentiment Analysis, and Key Performance Indicators to improve the services. A synthetic dataset is employed as a testbed to evaluate the performance of the framework. The outcome of this study shows that the proposed framework able to improve the performance of organizations. Using this proposed framework, organizations can build a mechanism for their workforce to retrieve meaningful information. Moreover, it provides significant features include efficient data extraction, data management, and AI-based security for effective document management.

Abdulelah Abdallah AlGosaibi, Abdul Rahaman Wahab Sait, Abdulaziz Fahad AlOthman and Shadan AlHamed, “Developing an Intelligent Framework for Improving the Quality of Service in the Government Organizations in the Kingdom of Saudi Arabia” International Journal of Advanced Computer Science and Applications(IJACSA), 11(12), 2020. http://dx.doi.org/10.14569/IJACSA.2020.0111233

@article{AlGosaibi2020,
title = {Developing an Intelligent Framework for Improving the Quality of Service in the Government Organizations in the Kingdom of Saudi Arabia},
journal = {International Journal of Advanced Computer Science and Applications},
doi = {10.14569/IJACSA.2020.0111233},
url = {http://dx.doi.org/10.14569/IJACSA.2020.0111233},
year = {2020},
publisher = {The Science and Information Organization},
volume = {11},
number = {12},
author = {Abdulelah Abdallah AlGosaibi and Abdul Rahaman Wahab Sait and Abdulaziz Fahad AlOthman and Shadan AlHamed}
}