Ministry of Interior E-Services Case Study – Jordan

With the responsibility of safeguarding and nurturing Jordan as a conducive place for living, working, and educating future generations, the Ministry of Interior recognized the need to elevate the efficiency and effectiveness of services provided to citizens, tourists, and residents. Embracing digital transformation through the e-government program was crucial to achieve this goal.

However, the Ministry faced challenges, as implementing digital transformation required a fundamental change in service delivery methods. It involved various departments, units, and agencies under the Ministry of Interior, along with multiple service partners. While there was a pressing need for financial budgets and technical expertise to drive the transformation, the maturity level of service partners’ digital transformation was insufficient to meet the project’s time and cost constraints.

The pressure to improve government services intensified, but the Ministry struggled to find local models to follow in order to expedite the transformation process.

The Ministry of Interior embarked on a transformative journey by developing a strategic plan for implementing the e-government project in time-pressed successive phases. The strategy commenced with re-engineering service processes, followed by dividing the implementation into six distinct phases. Each set of services was targeted to be completed within a year to gain the confidence and support of both leadership and the public.

RealSoft, a Jordanian system integrator renowned for its expertise in web technologies and proficient execution of strategic projects, was chosen as the Ministry’s partner to implement the first phase. The phased strategic vision proved instrumental as the first phase was successfully executed within the estimated timeframe in mid-2018. Subsequently, the Ministry seamlessly implemented the subsequent phases, ultimately achieving the complete transformation of all services provided by the Ministry of Interior into fully electronic services, accessible through convenient smartphone applications.

With a relentless focus on enhancing service delivery, the Ministry of Interior diligently developed means of integration with partners, streamlining the process for beneficiaries to access services. The successful integration efforts led to the conversion of all service links into electronic connections.

Throughout the e-transformation journey, the Ministry established the e-Government Unit, tasked with sustaining the digital transformation project. This dedicated unit efficiently trained numerous professionals, empowering them to skillfully manage, operate, and safeguard the e-services system.

Today, the Ministry of Interior stands as a testament to the power of strategic planning and effective execution, having revolutionized its e-government services. The digital transformation not only optimized service efficiency but also strengthened the Ministry’s commitment to embrace technology for the greater benefit of its constituents.

The Ministry of Interior has achieved a significant milestone by seamlessly providing all its services to the public through the Internet while judiciously managing available budgets. The implementation of digital solutions has resulted in a reasonable annual maintenance cost, showcasing the Ministry’s commitment to fiscal responsibility.

The Ministry of Interior’s relentless pursuit of excellence and commitment to embracing cutting-edge technology have redefined public services, making them more accessible, streamlined, and citizen-centric than ever before. With the groundwork firmly laid, the Ministry is poised to lead the way in shaping a smarter, more interconnected future for the nation.