2. PRESENTATION OBJECTIVES
Provide guidelines for agencies in the eGovernment
transformation implementation journey
It describes what government agencies need to do
(the details of how to do will supported separately)
2. What is eGovernment?
3. What is an eService?
4. Sources of Information & Support
5. eGovernment Transformation Guide
Increasing Public Expectations
Today, Information & Communications Technologies
(ICT) is being used in our daily lives such as Internet,
email, social media & mobile devices.
With ICT being embraced by the public, they expect
more government engagements and transactions via
ICT. Providing manual government services is simply
not good enough.
To meet these expectations, governments have to
embrace ICT and improve their functions and
processes; thus transforming into eGovernment.
eServices are the extension or alternative delivery of
government services to the public. With eServices, the
public can interact with the government at their own
convenience anytime and anywhere.
5. What is eGovernment?
Is the transformation of internal and external public sector
relationships, through Information and Communications Technology
(ICT) in order to optimize government service delivery and citizen
Is the digital interaction between a government and citizens,
government and businesses/commerce, government and employees,
and also between government and governments /agencies.
Essentially, the eGovernment delivery models can be briefly summed
• G2C (Government-to-Citizens)
• G2B (Government-to-Businesses)
• G2E (Government-to-Employees)
• G2G (Government-to-Governments)
6. What is eGovernment?
7. What is eGovernment?
8. What is eGovernment?
Improve efficiency and effectiveness of government
Better and faster government services to public
Increase transparency on government policies, regulations and
9. What is an eService?
Is the appropriate use of ICT to transform and
improve the performance of a manual government
service into an electronic service.
10. Who is the Owner of an eService?
11. Sources of Information & Support
• eBusiness Consultants
• Hosting Services – email, eservices, applications
12. eGovernment Transformation Guide
The Key Areas in Transformation
13. eGovernment Transformation Guide
Governance of eGovernment transformation
is to provide clear directions, mandates and
controls to ensure that the e-transformation
in the government agency is successful.
1. Establish an eGovernment Transformation
It primarily manages the close interaction
between government domain focus and the
appropriate use of ICT. It has to review and
approve all resources and schedules relating
to the use of ICT to improve the government
2. Establish an approved
3. Approve team(s) to lead in the the eGovernment transformation
4. Provide strategic directions in the use of
ICT resources (such as ICT systems,
sharing of data & infrastructure, budget,
5. Ensure government agency meets the
14. eGovernment Transformation Guide
The act of providing government service to
the citizens (G2C), to the businesses (G2B)
and to other government agencies (G2G).
1. Publish / Update government services
2. Publish all request forms online
Some government agencies are more servicecentric (i.e. they provide multiple services)
while other agencies are not (i.e. they
provide none or only few government
Government services can be offered in
various channels such as over-the-counter,
face-to-face, telephone, website, kiosk and
3. Provide both Arabic & English for website
and other service channels
4. Simplify / Improve service steps
5. Reduce service
6. Reduce cost of service operations
15. eGovernment Transformation Guide
Efficiency is to improve the government
processes and procedures. Efficiency of
government processes and procedures is
typically carried out with the use of ICT.
1. Use computers where possible
Effectiveness is the ability to produce results
that meet or exceed the expectations. ICT
alone cannot produce effectiveness. Other
factors may include government process
3. Use email as an additional official
2. Convert manual information into digital
4. Use ICT applications to support core
government functions, processes &
5. Share as much as possible
infrastructure, data and applications
6. Re-engineer / Innovate – find ways to do
things better, faster and cheaper
16. eGovernment Transformation Guide
ICT compliance is necessary to ensure that
government agencies are aligned. Compliance
is mainly in 3 factors - central initiatives, ICT
policies and audits.
1. Connect government main building(s) to
the Oman Government Network (OGN)
2. Link government website to the Oman
Official eGovernment Portal
3. Use the ITA Enterprise Licences
Agreement for software such as Microsoft
4. Use the ePayment Gateway for all
electronic online payments
5. Government agencies are encourage to
host their ICT sytems in the ITA National
Data Center, and also as a disaster
6. Government agencies are encourage to
use the ITA secured hosting services and
other security services
7. Comply with the hosting of website in
8. Comply with OeGAF for all new ICT
Central initiatives are national or big ICT
projects started with the aim to support the
whole of Oman Government. Central
initiatives can be in the form of
infrastructure, data or application. These
projects can be initiated by any government
Compliance to ICT policies are mandatory.
Please check with ITA for new policies.
Government agencies have to follow up on
17. eGovernment Transformation Guide
Organisational changes or improvements are
fundamental to the overall success of an eGovernment transformation.
1. Create an eService Development Team
comprising of staff who have strong
government domain knowledge and
2. Create an eContent Management Team
consisting of staff who are responsible for
all the e-content to be published
internally & externally
3. Document and update all government
functions, processes and services
4. Regularly review and improve the
organisation chart to reflect flexibility,
control and empowerment
5. Ensure sufficient ICT and other related
training for all staff
6. Participate in integration projects
internally and with other government
eGovernment is not merely the introduction
of ICT, but rather a complete and
comprehensive adoption of ICT in the all
aspects of the organisation.
Organisational Improvements mean that
government agencies have to change the way
they operate and structure. There is a need
to balance and prioritise the use and
implentation of ICT in the government
1. Template for eGovernment
Note: It is mandatory for government agencies to document their services and
prepare their own transformation plan. Government agencies are free to use
these templates or create their own.
For actual templates, please refer to www.ita.gov.om/eGOV (Arabic) &