ZATCA

Saudi Arabia’s Vision 2030 laid out an ambitious plan: modernise public services, diversify the economy, and become a global benchmark for excellence.

ZATCA was tasked with playing a key role: Enable the economic sustainability and prosperity of the society effectively and efficiently through national security, trade facilitation, and the strengthening of the Zakat, tax, and customs systems.

ZATCA is not just a tax-collection agency. It’s now a trusted enabler of investment, trade and transformation.

And The EFQM Model has been instrumental in making that happen.

ZATCA’s remit expanded beyond enforcement. Its mission became enabling economic growth and global trade by delivering faster, smarter, and more transparent revenue-collection services.

The national mandate to accelerate digital transformation created a powerful trigger. ZATCA had to unify its previously siloed functions across zakat (a mandatory charitable contribution under Islamic law), tax and customs.

It had to modernise processes and help staff shift from task-based habits to customer-first, values-led behaviours.

It wasn’t easy, but The EFQM Model helped provide a structured roadmap to guide the change.

ZATCA redesigned its entire operating model. It digitised services from end to end, integrated multiple systems into a single national platform, and embedded performance and stakeholder value into its decision-making.

Old ways of working gave way to a culture of innovation, collaboration, and continuous improvement.

And by using The EFQM Model to align purpose, strategy, and stakeholder value, ZATCA created a shared language and framework for transformation.

These shifts weren’t just operational — they supported ZATCA’s broader Vision 2030 mission: to lead with service, strengthen trust, and make doing business in the Kingdom easier for everyone.

“Operational excellence, for us, is a way of working that enables the Zakat, Tax and Customs Authority to realize its strategy of becoming a global model in protecting the Kingdom, managing zakat, tax and customs, and facilitating trade effectively – all while focusing on customer experience.”

Eng. Abdullah bin Ahmed Al-Funtukh, Vice Governor of Strategy and Trade Facilitation

The transformation has delivered measurable improvements for citizens, staff, and the wider economy:

• Clearance times at ports cut from 3–4 days to just 2 hours




• 5 billion+ e-Invoicing transactions processed in 2024




• Customer satisfaction rose from 81% to 89%




• 10,000+ employees received training in 2024




• Environmental impact improved: paper usage down 80%, 11 buildings upgraded with energy-efficient systems

Behind each of these metrics is a clear outcome for end-users: faster, more accessible services, greater transparency, and a simpler interface with government.

Saudi Arabia’s Vision 2030 still shapes everything ZATCA is working towards.
The aim is simple: make public services smarter, faster and more connected — and help drive growth across the economy.
Digital transformation was once a goal in itself. Now, it’s just the starting point. The next chapter of ZATCA’s journey is all about building on what’s already working.
Smarter systems and better use of data will help make services faster, more accurate and easier to use. Artificial intelligence isn’t just a buzzword — it’s part of the plan to deliver more personalised and proactive support.
As trade grows and global standards evolve, ZATCA will keep working closely with international partners to make cross-border business simpler and more secure; inside the organisation, leadership and culture will continue to shift — with values like Efficiency, Responsiblity and Focus on Customers.
The EFQM Model will stay at the heart of this approach, helping ZATCA keep its goals in sight, its people involved, and its purpose front and centre.