The Omani government considers highly the Digital Transformation Program as a key pillar that supports the strategic and vital sectors in the Sultanate. It has a great impact on the national economy, and it is one of the essential requirements of modern lifestyles, facilitating services and procedures for beneficiaries in different fields.
Digital Transformation is a necessity for all government and private entities that consider the importance of the ongoing development of their administrative role, services provided, and the delivery of these services to the beneficiaries. It is not just concerned with applying technology in an institution. It is rather a comprehensive program that affects the internal workflow of the services to targeted audience in an easier and faster manner.
Digital transformation as a term can be defined as the employment of information and communication technologies (ICTs) in the government and private entities and authorities to develop the entity’s performance and services, improve the operational efficiency, and increase productivity. This will serve the workflow in the institution across the different departments and its interaction with the targeted audience and customers. It will also develop the services provided and facilitate its access in a way that saves time and effort.
The Advantages of the Digital Transformation
Digital Transformation reduces cost, saves efforts, and improves the operational efficiency as well as the quality of services provided and simplifies them to offer new innovative services that will improve customer satisfaction. In addition, it facilitates the connections between the different government and private entities to ensure data quality, provide a reliable and coherent source of information, and help decision makers in monitoring performance, improving the quality of services, and setting new goals and strategies.
Digital Transformation in Oman
The eGoverment vision in Oman was made after the approval of the National Strategy for Digital Society and eGovernance in May 2003. In his speech to Oman Council in November 2008, His Majesty urged the government entities to provide their services electronically and facilitate effecient online transactions and procedures.
The Digital Transformation Program aims to create a sustainable knowledge-based society, raise the productivity and efficiency of the public sector by building national capacities, strengthening the infrastructure, developing the IT industry and improving the quality and execution of government services. These services should adhere to specific standards and timeframes to achieve the objective of simplifying the service procedures to citizens, businesses, and government entities.
The Ministry of Transport, communications and Information Technology (MTCIT) is the authority responsible for supervising the development and implementation of the Digital Transformation Program as well as monitoring the performance. Its responsible for supporting the government entities in improving business processes, developing operations, and automating the channels of service delivery:
The Digital Transformation Project Success Factors
The Design and Implementation stages of the Digital Transformation Projects
Digital Transformation projects are designed and implemented in different stages adhering to the regulations of the digital transformation:
Types of eServices
Those services that provides information about the institution such as the description of the service, the requirements, inquiries and search as well as, printing the application form (if any) without the need for a direct interaction from either the beneficiary or the entity.
The entity allows the beneficiary to fill out an online application via its digital channels and send it online, with the option of enquiry and following up the request. This requires the beneficiary to follow up with the entity to complete the service.
The entity allows the beneficiary to query and follow-up the application. The entity carries out the service internally without the need for the beneficiary to visit the headquarters for a follow-up, and the interaction between the two parties is done in two directions from the beneficiary to the government entity and vice versa.
The entity allows the beneficiary to fill out an online application through its digital channels, send it, with the option of inquiry and following up the application. The entity will carry out the service and all its procedures both internally and externally until completion without the need for the beneficiary to visit the headquarters.