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Building on its strategic partnership with the Ministry of Human Resources and Social Development (HRSD) and their work together across several digital platforms, Sumerge sat down with Salman Al-Hamrani, Director of Business Needs and Development at HRSD, at LEAP technology conference to discuss the Ministry’s digital priorities, the growing role of AI in social development services, and what it takes to build technology around the people it serves. The conversation came as HRSD marked new milestones in its digital transformation journey at LEAP, from the launch of the Social Development Sector Platform to showcasing AI-powered and unified digital experiences. What are HRSD’s key strategic and technology priorities for the coming period?One of our main priorities is the Social Development Sector Platform, which was recently launched to bring the sector’s different platforms together under one unified platform. This continues our journey toward whole-of-government services and supports the Digital Government Authority’s platform consolidation initiative. Looking ahead, we aim to build on this foundation by introducing more AI capabilities and continuing to improve how beneficiaries access and experience our services. How do you see AI shaping HRSD’s platforms and services?AI has a direct role to play in improving the beneficiary journey. Within social development, we are looking to expand the use of AI across different scenarios to create a more seamless experience. This is especially important for groups that may require additional support. Instead of asking a person with a disability to navigate instructions and multiple steps, services can be accessed through a simple, interactive AI conversation. An elderly beneficiary could similarly engage with AI through voice. Our goal is to continue identifying practical AI use cases that put serving the beneficiary first. As HRSD moves from ambition to implementation, what do you expect from strategic technology partners such as Sumerge?We look for technology partners that understand the reality of the beneficiary before the technology itself. Understanding the question is part of finding the right answer. We serve groups that require care and direct support, so their digital journeys need to be as simple as possible. This requires partners that understand who we serve and can translate those needs into the right technology. HRSD has worked with several strategic partners over the years, including Sumerge, in supporting this journey. From Vision to ExperienceThe conversation reflected a clear direction for HRSD’s transformation, bringing services together, applying AI where it can meaningfully improve journeys, and keeping beneficiary needs at the center of technology decisions. That direction was visible throughout HRSD’s participation at LEAP, including a live demonstration of the AI-powered Inclusion and Empowerment Agent and the Unified Employee Application (Ma’ak). For Sumerge, this beneficiary-first approach closely reflects how it works with HRSD, starting with an understanding of the people using the service and the business needs behind it, then applying the right technology to bring that vision to life. As HRSD continues to advance its digital services, the partnership remains focused on translating ambitious transformation goals into experiences that deliver meaningful, lasting impact. Link to the website: sumerge.com
