The Saudi Stock Exchange-listed company, Tawbi, announced today the signing of a significant strategic contract with the General Organization for Social Insurance (GOSI) to outsource the operation of its call center. The contract, valued at SAR 115 million and extending for a period of 36 months, reflects growing confidence in Tawbi's technical and operational capabilities.
According to the official statement issued by the company on the Saudi Stock Exchange (Tadawul) website, the scope of work for this vital project is comprehensive and precise, encompassing the establishment and equipping of several Unified Channels Service Center locations across various cities in the Kingdom of Saudi Arabia. These centers will be constructed according to the highest international technical and operational standards to ensure a seamless and efficient user experience for beneficiaries of social insurance services.
Infrastructure and technology development
The project is primarily focused on equipping the new centers with complete essential infrastructure and advanced technology. This includes supplying and installing modern communication networks, state-of-the-art equipment, and all necessary technical infrastructure requirements. Furthermore, Tobi will equip the central communications rooms and connect them to smart systems that ensure efficient operation and uninterrupted service, a fundamental pillar in managing large call centers.
In line with the latest global trends in the telecommunications and information technology sector, the project includes providing cloud computing solutions that support operational flexibility and integration. The company is also committed to providing technical support and ongoing development services to ensure it keeps pace with the latest advancements in customer and beneficiary service mechanisms.
Investing in human resources and improving the experience
The contract encompasses not only technical aspects but also the human element, which is the primary driver of the service centers' success. Qualified personnel will be employed to manage and operate these centers, and comprehensive training programs will be implemented to enhance their skills. Specialized programs will also be launched to improve the beneficiary experience, increase satisfaction levels, and enhance the quality of interaction with the centers, thus contributing to the General Organization for Social Insurance's goals of institutional excellence.
The context of digital transformation and the Kingdom's Vision 2030
This contract comes within the context of the significant economic and technological advancements taking place in the Kingdom of Saudi Arabia as part of Vision 2030, which places great emphasis on digital transformation and enhancing the efficiency of government services. The partnership between the public sector (represented by the General Organization for Social Insurance) and the private sector (represented by Tobi) exemplifies the integration the Kingdom seeks to achieve in order to improve the quality of life and streamline procedures for citizens and residents. Awarding such projects to specialized national companies will bolster the growth of the local IT sector and create high-quality job opportunities for Saudi youth in the fields of technology and customer service.
The positive financial impact of this huge contract is expected to appear on the company’s financial statements during the fiscal years 2026, 2027, and 2028, enhancing Toby’s financial solvency and supporting its expansion plans in the Saudi market.
