The lack of a unified e-portal for Saudi Government services and information was the main problem that citizens and government agencies faced in 2005. K.S.A needed a way to provide and facilitate access to all public services for government agencies, citizens, residents, and business sector, in an easy and simple way. But, Saudi Arabia needed this, and more, if the public agencies were to participate realistically in modern e-Government. The problem soon grew when the expectation and needs of the public were compared with what the government was attempting to do in a short period of time: to rapidly become a full service provider through a single entry point for all services. When this goal was set, the issues compounded because most countries’ e-Government portals had “grown-up”, or evolved, with new technological capabilities, so KSA’s had to be “jump-started.”
The provided e-Services were to facilitate government agencies' sites, but lacked general criteria compatibility in delivery and style presentation from one portal to another. For example, multi-e-Registration safe method, different methods of e-Identity verification, different payment systems for government fees, and multiple methods of delivering a service to the ultimate beneficiary, were just some of the problems.
The process itself was too complex for users to reach services. There were notable red tape delays due to the culture, nature, and great amount of paper work involved in delivering the required services. This, besides others, amounted to delays in productivity, dissatisfaction of applicants and petitioners, and many other annoying problems. Also, the government agencies were unable to measure the individuals' feedback due to inefficient service delivery methods and incomplete forms, which were monitored by Key Performance Indicators (KPIs), quality assurance checks, and surveys.
There were no channels for e-Participation between the people in-charge, and the citizens, in terms of decisions, new policies, projects, new services and methods of service delivery. There was no participation in the development of proposals to improve public services, or to enhance the roles of women, youth, and the disabled in the decision making process. There was also a lack of a standardized open source e-Database for researchers to pool the results of all areas of government data e.g., health, education, economic, social, strategic, etc.