Digital Transformation of Dhofar Municipality

Source in Arabic: ENACT Case Study - Digital Transformation in Dhofar, Oman

The Dhofar Municipal Portal provides e-services to the Dhofar Governorate in Oman.  Due to the impact of Covid-19 pandemic, all major services were transformed to electronic services to enable citizens and residents to have easy and quick access to online services and to make their payments.   This transition contributed to increasing transparency and reducing the cost and time to complete services.   E-services can be securely accessed through an electronic public key infrastructure (PKI) authentication, and services are integrated among government entities through a secure government network.  Users have a dedicated technical support service to address their problems, and this can be requested through an instant Chabot.

Principles supported

• Responsiveness
• Trust
• Transparency
• Effectiveness

Technology focus

Cloud computing - Open Data

Purpose

• Continuous development of Dhofar Municipality portal and provision of online municipal services so that citizens and residents can request, pay and complete digital services without the need to come in person to the municipality.  
• Enable users to access the services of all municipality departments, to obtain tenancy contracts, municipality permits, and building and drilling permits in a faster time and at a lower cost, compared to the manual procedures.

Functions and/or Features

The Dhofar municipality portal encourages digital transformation and securing user information; and it enables various stakeholders to benefit from its digital services, whether citizens or residents or companies.

Challenges

Time and human resources constituted the biggest challenge in developing the portal and transforming paper- to digital-services.  The quality of data was another challenge that requires attention and ensuring that the data used is good and supports decision-making towards improving services.
 

Access complete case study in Arabic.