eServices Usage Statistics

A showcase of some of the Sultanate’s applications and dashboards that are used for providing detailed statistics and analytical data on the usage of eServices delivered by various government entities. This ensures accuracy and credibility of data sources in order to be used at a later stage in the decision-making process. Such data helps to detect gaps and prioritize enhancement and automation efforts. It also helps to bridge the gap between the service provider and the end user for a better user experience. Some of the data showcased is already published to the public in their relevant pages for transparency purposes and open for use by researchers and scholars, while some are only used for internal monitoring.

Across Ministries, there are systems that monitor the usage of eServices in which various parameters are observed such as most popular eServices, number of visitors, types of devices used, most popular day and time where services are used, etc. The line graph shown above indicates the eService usage in the Ministry of Health, which provides detailed analysis regarding the usage and actions of visitors. Similarly, other ministries such as the Ministry of Education follow the same approach in observing eServices usage in the Sultanate.

Periodically surveys are conducted by the Information Technology Authority to assess individuals’ awareness and usage of government eServices offered by some government entities. For example, in the last survey conducted, as shown above, it is clear that individuals are more familiar with the eServices that deal with their day-to-day life such as ROP Traffic Fines and MOMP labor clearance services. The raw data of this survey is published in Omanuna portal open for use in further visualizations for certain data.

Omanuna, the National portal of Oman, observes and publishes portal usage statistical reports. The graph above is an example of usage statistics and analysis of eServices. The graph shows the rate of the usage during April, 2019. The trends and different variables are evaluated throughout the year, like new visitors, returning visitors, number of sessions per user, and page views.

The Information Technology Authority, which oversees all the Digital Transformation initiatives of the country, has sophisticated dashboards by which all the services, usage details based on the type, demand and various other parameters are measured. This assists in policy decisions and standardized reporting of data. All the Ministries in Oman which offer eServices to the public are tracked centrally along with the timelines when these services were made available to the public. ITA also traces the most on-demand services by the citizens based on transaction volumes.

Invest Easy portal, the one stop shop of commercial eServices, displays the initiative impact providing some statistics that compare the average number of services applications before and after the launch of Invest Easy initiative, like “New Commercial Registration” and “Licensing applications”. The page shows the users behavior through the different channels that offer “New Commercial Registration” services; for example, Invest Easy Offices (Front Offices), e-Portal (Online) and Service Providing Centers.