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Providing Accessible Labor Market Services: #1 Public Service Platform for Citizens and Business

P2H assisted with digitizing the national labor market in the Kingdom of Saudi Arabia (KSA) by developing a one-stop e-government platform for businesses and citizens.

  • Client

    A Saudi technology holding

  • Industry

    Government, semi-government, for-profit and nonprofit organizations

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Transforming processes to enhance the quality of living


    P2H assisted client with an important mission—digitizing public services related to KSA’s labor sector. The government-initiated digital transformation of the human resources, employment, and social development sectors was gathering momentum. Our team was responsible for building a product that would make a difference in this process. Combining forces with our partner, we improved the provision of social services to all categories of citizens, expats, companies, and government agencies.

    A robust, sustainable, and high-load platform geared toward government initiatives and public and business demands was central to our success. The platform became the country’s number one paperless solution, serving over 1.5 million users seeking access to hundreds of e-services.

    The platform’s three-tier concept allows to group functionality, services, and operations around three categories of users:

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    Business establishments

    The platform offers comprehensive e-services to any company registered in Saudi Arabia. Business owners can track and change their legal statuses, apply for licenses for particular activities or work permits, manage the statuses of their employees (both Saudis and expats), and much more.

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    Signing up on the platform, individual users have control over their profiles featuring detailed information about their occupation, career, and employment rights and obligations. The platform also offers a range of services and tools to help citizens and expats navigate the Saudi labor market.

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    State regulation and management become easier with the platform that has integrated government registries and services. For example, the platform facilitates visa issuing procedures, improving the interaction between companies, citizens, and the Saudi Council of Ministers.

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    Creating a well-thought-out strategy for an efficient project

    In 2019, the client asked us to take over the project from one of their previous vendors. Having more than one vendor for such a large-scale project is common. However, it becomes more difficult to manage the project. So, we had to build a strong architecture and processes to lay a solid foundation for efficient collaboration with other vendors in the future.

    Adjusting to fast-changing business priorities and the specifics of the government domain

    A public service platform is a long-term, multi-layered project. Priorities constantly change, interfering with long-range planning, and there’s always an urgent need to roll out new features and updates. It’s more like a marathon rather than a sprint.

    Working on a project in the public sector, you must also be deeply aware of local governance practices and stay flexible. You have to stick to particular legal and business frameworks and, at the same time, think creatively about technological implementation. Throw in the communication challenges—along the chain of the stakeholders and decision-makers—and you’ll see why it took an extra effort to get all the feedback, approvals, and updates in good time. We had to map out a good project management strategy to deal with that. Last but not least, there was a cultural gap to bridge. On-site visits, cultural competence practices, and transparent communication were among the strategies we adopted.

    Integration with government registries and services

    Our top priority was to build a robust and accessible solution capable of serving up to 100,000 requests per hour. In addition to that, we had to present an appealing front end with intuitive UX to ensure easy access for all categories of users.


    The initial deliverables and our approach:

    • The first goal we helped our client achieve was to impress government stakeholders with the platform’s prototype. After two months of our work, they successfully presented a working prototype and got the green light for at least two years of further platform development.
    • Afterward, the P2H experts were tasked to develop the platform’s core. Up to now, P2H remains the only vendor responsible for all the system- and business-critical features under the platform’s hood. Over 10 P2H teams have been working on developing and integrating various services added to the platform’s core. In this context, services are separate products covering a particular purpose: Visa Issuance, Work Permit Issuance and Renewal, Change Occupation, to mention just a few. Each service is a stand-alone project.
    • The client gave us the credits to assist with new vendors’ onboarding and team coordination. When it comes to DevOps and GItOps practices, we introduced CI/CD pipeline to ensure that any team can write and integrate the code, run tests, and release and deploy changes to the platform collaboratively and in real-time.
    • As firm believers in the Agile values and principles, we used them in project management, adopting Scrum for a smooth development process.

    Tech stack and processes

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    Microservice architecture

    Front end:





    Back end:


    Ruby, Ruby on Rails







    Message broker:



    Global cache:








    Monitoring, observation, and tracing:




    Grafana Loki


    Grafana Tempo








    IBM APP Connect


    IBM API Connect









    and more

    Platform’s core

    P2H was integral in adding new business logic and expanding the platform’s functionality. All these years, we worked hard to make the platform scalable, high-load, and secure, all while trying to find the best-fitting technological solutions. That’s what we delivered in terms of the platform’s core engineering.

    • SSO. We developed a single sign-on (SSO) solution to provide users with a simple, secure way to sign in to all the platform’s services.
    • Integration with state registers. To extract the required user information, we developed an API to integrate with government registries directly.
    • User verification via Absher registry. Now that we ensured integration with state registers, we proceeded with the user verification mechanism to get the user’s digital identity through the Absher registry—the Ministry of Interior’s digital services portal.
    • Multi-Tenancy. Building a multi-tenant system architecture, we allowed users to choose different companies to work for by moving around different workspaces.
    • Role-based authorization. One user identity may be attached to several roles. For instance, an individual might perform a function of an owner, co-owner, or employee in three different companies. So, we added different roles to each tenancy to enable user and permissions management.
    • Delegation. Working further with role-based authorization, we allowed business owners to grant certain authorities to individuals other than their employees.
    • Subscriptions. Upon the client’s request, we added subscription functionality to the platform, as users must pay an annual fee to access and use it.
    • Management of users and permissions. According to the system’s logic, a subscribed company owner with full role-based authority can grant their employees a limited-authority subscription.
    • Notifications. We added notification functionality, including SMS, emails, and web notifications, to effectively exchange information.

    As the platform’s functionality expanded, so did the users’ demand. Our engineering did re-factoring to prevent system malfunctioning, especially at peak loads:

    • Implemented microservice architecture so each platform’s component has a single responsibility and can be independently deployed and scaled if a certain module needs to handle a heavier load.
    • Added a global cache mechanism based on Elasticsearch, lowering pressure on the back end to enhance functionality and reduce operational burden.

    As a result of refactoring, our client got a scaling-ready system that could gracefully manage any increases in load. The platform serves millions of users daily and perfectly handles several hundreds of them simultaneously.

    Going further, we decided to make the approach to scalability even more rational and introduce system resource sizing. This lets us set aside a particular part of the system’s resources to ensure its proper functioning.

    In addition, we started employing predictive analytics to expose the system’s vulnerabilities and prevent unwelcome episodes in system behavior. Heuristic analysis and machine learning algorithms will help our clients make data-based decisions.


    The P2H team built a series of basic features for all categories of users: Establishments, Employees, and Government. For the first time in the history of Saudi labor relations, we helped our client transplant related services to digital space. This way, we contributed to the ambitious goals of reducing bureaucracy and adding transparency and convenience to business and social relations.

    Here’s a round-up of some services we’ve been working on:


    Work Permits

    Using this service, business owners can issue or renew work permits for expatriate employees. Expats, in turn, can monitor the status of their documents.

    Work Permits

    Visa Management

    It’s a vast category of services related to issuing Saudi business visas.

    Visa Management

    Establishment Management

    The company can use the services of this category to see how well it complies with labor laws and regulations. Based on this data, it can draw up a plan of what action it should take to improve its status. The higher the status, the more privileges the company gets when it comes to issuing visas and work permits or other employment-related procedures.

    Establishment Management

    Change Occupation

    Hiring an individual, a company initiates the change of occupation, submitting the required documents and undergoing the legal procedures. The employee can monitor the process and accept or reject changes to their occupation status.

    Change Occupation

    Learn more about other platform’s service P2H have successfully delivered

    Learn more about other platform’s service P2H have successfully delivered

    Labor Office

    Digital transformation in labor and employment aims to make e-services accessible to all categories of citizens and expats. Even people with limited access to the Internet or digital devices shall not be an exception. To achieve this goal, we assisted our client with the technological implementation of Labor Office.

    It’s a one-stop-shop service provided by labor relations agents in offices across provinces and major cities. The agent logs into the system on behalf of a particular citizen or expat, letting them access all the services available in their case.

    Team composition

    Since the project started in 2019, eleven P2H teams have worked on a range of related tasks. We engaged more than 100 specialists to tackle challenges and achieve project goals.

    Mykhaylo Zakharov, P2H Division Director
    Mykhaylo Zakharov

    Division Director

    Volodymyr Plakhov, P2H Portfolio Director, GM P2H Middle East
    Volodymyr Plakhov

    Portfolio Director, GM P2H Middle East

    Serhii Nazarov, P2H Director of Engineering
    Serhii Nazarov

    Director of Engineering

    Natalia Mala, P2H Head of Recruitment
    Natalia Mala

    Head of Recruitment

    Pavlo Tovazhnianskiy, P2H HR Lead
    Pavlo Tovazhnianskiy

    HR Lead

    Alina Plakhova, P2H Head of QMS
    Alina Plakhova

    Head of QMS

    Oleksandr Chmyra, P2H Lead Designer
    Oleksandr Chmyra

    Lead Designer

    Denis Kolomiiets, P2H Ruby Lead
    Denis Kolomiiets

    Ruby Lead

    Andrii Liashenko, P2H Front-end Lead
    Andrii Liashenko

    Front-end Lead

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    Specialists in P2H team
    Meet the team


    Our cooperation with the client is active and ongoing, and we’d like to share some of the results we’ve achieved over the past few years:

    Government services have been made convenient to nearly 1.5 million active users, around 10,000 citizens use the platform daily.

    50,000 companies are registered consumers of government e-services.

    Public services are more accessible to all citizens, including those living in remote rural areas.

    Thanks to Labor Office, citizens with limited physical abilities or those without access to digital devices or technologies can now access top-quality services.

    The platform provided technical support to the country’s goal of increasing women’s participation in the workforce.

    It helped tackle youth unemployment: while young Saudis mostly turn to their network of family and friends for career advice and information about jobs, less well-connected graduates are disadvantaged when entering the labor market. The platform became the most reliable source of employment-related information.

    By simplifying auditing, reporting, and tax filing, the platform made business accounting more convenient.

    The Client and P2H tripled their headcount and revenue thanks to our collaboration.

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    Future plans

    The project got off to a good start, and we’re planning to roll out new features and enhance the user experience. In particular, the client, together with P2H, will digitalize more public services and improve platform accessibility for older users and people with disabilities. We also plan to introduce an advanced customer journey tracking tool. It will track how the system behaves when users interact with particular services. This way, we will get answers to many business questions and refine the services provided.

    The same goes for Labor Office. This functionality will also be expanded and enhanced.

    In addition, we plan to extend SSO to allow authorization for third-party apps using OAuth. The next step will be to extend the role-based user permission mechanism. As a result, the platform will become more flexible and make public services even more accessible to people and businesses.

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