Muscat: The Sultanate of Oman has made the decision to expedite its digital transformation strategy this year. As part of this initiative, nearly 80% of key government services are anticipated to be accessible online by 2025. This will include the rollout of the initial set of priority services via the unified national portal for electronic services, as well as the introduction of a consolidated mobile application for government digital services.
According to the 2024 Annual Digital Transformation Report released by the Ministry of Transport, Communications, and Information Technology, the overall performance of the Government Digital Transformation Programme, known as Tahawul, reached 73% by the end of November 2024, an increase from 53% in 2023.
The average performance of government entities in fulfilling digital transformation criteria was recorded at 77%, while the governorates achieved an average of 71%.
These statistics represent the performance of 49 government entities and governorates evaluated in the 2024 Government Digital Transformation Excellence Measurement.
A significant advancement
The report underscores a notable progress in digital transformation for 2024, with four government entities reaching the advanced level for the first time, accounting for 8% of those evaluated.
The entities achieving this milestone are the Muscat Governorate, the Telecommunications Regulatory Authority, the National Centre for Statistics and Information, and the Oman Investment Authority.
Furthermore, 38 entities (78%) reached an above-average level (Green), while six entities (12%) were categorized at the average level (Yellow). Only one entity (2%) fell below average (Red), and there were no entities classified as low-performing (Black).
The report also highlights the top-performing service-oriented entities in digital transformation for 2024, which include the Muscat Governorate, the Telecommunications Regulatory Authority, and the Royal Oman Police.
In addition, the leading non-service entities are the Oman Vision 2040 Implementation Follow-up Unit, the National Centre for Statistics and Information, and the Oman Investment Authority. These organizations have shown a strong dedication to improving digital efficiency and advancing government services in accordance with best practices.
Enabled for Oman Vision 2040
Engineer Saeed bin Hamoud Al-Maawali, the Minister of Transport, Communications, and Information Technology, announced that the Government Digital Transformation Programme, 'Tahawul' (2021-2025), is in line with the government's vision to enhance the efficiency of organizational and administrative frameworks, develop integrated and transparent business models, refine processes, and facilitate data-driven decision-making.
He underscored that digital transformation is fundamental to national strategies and Oman Vision 2040, which aims to cultivate a society of innovative individuals, establish a competitive economy, ensure accountable governance, and promote environmental sustainability.
He pointed out that 'Tahawul' improves government performance, simplifies procedures, enhances user experiences, encourages governmental innovation, and provides advanced digital services.
The programme also aids in planning and data-driven decision-making, predictive analytics, supply chain management, and enhances the efficiency of government spending.
Furthermore, it plays a role in economic growth and investment, thereby strengthening GDP. He praised government entities for their commitment to enhancing digital infrastructure, which is essential for digital transformation, and for formulating policies and regulations that foster an innovative environment.
These initiatives are designed to create a sophisticated digital society that meets the changing aspirations of the populace.
Enhancement and Digital Transformation of Services
The optimization of processes and the digital transformation of government services are essential elements of the government's initiative to improve service delivery for citizens and residents.
As outlined in the report, 2,680 services were streamlined from 2021 to 2024, achieving 93% of the overall goal of simplifying 2,869 services by the conclusion of 2025.
Notably, 481 services were streamlined in 2024 alone. In terms of digital transformation, the report indicates that 1,700 services were digitized during the same period, which includes automated permit processes, against a target of 2,523 services for digital transformation by the end of 2025. This marks a 67% advancement in the digitalization of key services, with 355 services digitized in 2024.
Digital Platforms
Digital platforms are integral to the digital infrastructure, significantly enhancing service accessibility and boosting the operational efficiency of government agencies.
In the Sultanate of Oman, government agencies are proactively creating digital applications and platforms aimed at providing more effective services to citizens and residents. These innovations are designed to improve user experience and streamline various processes.
In 2024, a total of 11 mobile applications for government services were successfully launched and developed.
The report emphasized several digital platforms introduced to improve service delivery. The Taheel platform, developed by the Ministry of Social Development, along with the “Tatwir” and “Amlak” platforms from the Ministry of Housing and Urban Planning, are designed to simplify real estate services. Additionally, the E-Judiciary Services Portal from the Supreme Judicial Council enhances access to legal services.
The Environment Authority has launched the National Air Quality Index Platform (Naqi) to provide real-time environmental data, while the Ministry of Energy and Minerals introduced the Taqa platform to facilitate energy sector management.
Moreover, the Ministry of Commerce, Industry, and Investment Promotion has developed the Hazm and Ma'roof Oman platforms to support business and investment services.
Electronic portals have also been established for the Al Buraimi, Al Wusta, and South Al Batinah governorates.
These digital platforms are essential in propelling the government's digital transformation initiatives, underscoring Oman's dedication to delivering innovative and sustainable services that align with the goals of Oman Vision 2040.
Digital Initiatives
The report emphasized significant accomplishments in the execution of digital initiatives and centralized solutions, which are essential to Oman's digital transformation strategy.
A major initiative is the Government Unified Portal for E-Government Services, intended to function as a centralized digital hub for all governmental services. The portal has achieved an overall performance rate of 73%, with the initial phase of development and enhancements to user experience completed. Furthermore, the design phase for the unified mobile application for digital services has been finalized. The technical integration reference guide has been released, and the strategy for developing digital content for government services and the portal has been approved and put into action.
The official launch of the portal is scheduled for the end of February 2025, with ten government entities integrated in the first phase.
The report also assessed the National Open Data Platform, which seeks to aggregate open data from various sectors into a unified platform. This project has reached 63% completion, with ongoing efficiency testing, quality assurance, and linguistic content auditing. The initial phase concentrates on integrating data from 20 government entities.
To improve system integration, the report noted that the total number of data exchanges via the National Digital Integration Platform surpassed 471 million transactions from January to November 2024. This marks a 73% increase in data exchanges from 2023 to 2024, compared to a mere 7% increase from 2022 to 2023.
Since the platform's inception in 2017 through November 2024, a cumulative total of 1.4 billion data transactions have been exchanged, underscoring its vital role in facilitating secure and efficient data sharing among government entities.
Impact of Digital Transformation
The report emphasized the significant effects of digital transformation within government operations, particularly in enhancing performance and improving the digital user experience. From January to November 2024, over 26.989 million government transactions were conducted digitally across 48 entities, a substantial increase from 9.427 million transactions in 2023.
Furthermore, the proportion of government entities with remote access solutions and robust technical infrastructure rose to 88% in 2024, compared to 56% the previous year. In addition, 267 government services were fully automated, reducing the necessity for human involvement and thereby streamlining processes and boosting efficiency.
The average satisfaction rate among users of digital services across the 48 entities reached 77%. The report also noted a rise in the number of entities with an approved change management plan for digital transformation, increasing to 55% in 2024 from 17% in 2023, indicating ongoing enhancements in user experience and service quality.
Moreover, 66% of the digital transformation projects planned were successfully executed across 57 government entities between 2022 and November 2024.
Collaboration with over 26 small and medium-sized enterprises (SMEs) was also established to facilitate government digital transformation initiatives.
International, Regional, and Local Acknowledgment
The Sultanate of Oman has garnered recognition on global, regional, and local fronts for its accomplishments in digital transformation. The nation has received numerous awards that underscore its leadership in embracing digital solutions and its commitment to fostering sustainable development.
On the international stage, Oman improved its position by nine places in the E-Government Development Index, achieving a rank of 41st out of 193 countries in the United Nations E-Government Survey 2024. This advancement signifies the country's strides in enhancing its digital infrastructure, in line with its vision for digital transformation.
Furthermore, Oman secured first place at the World Summit on the Information Society, represented by the Financial Services Authority, for its Digital Disclosure Platform (Bayanat). This accolade reaffirms the nation's dedication to promoting transparency and utilizing technology within the financial services sector.
Regionally, the Electronic Census of Population, Housing, and Establishments 2020 was honored with the Sheikh Salem Al-Ali Al-Sabah Informatics Award in its 23rd edition, recognized under the Digital Transformation in Sustainable Development category.
The initiative also received the Arab Government Excellence Award in its third edition for Best Initiative and Government Development Experience, highlighting its innovative approach to enhancing government operations through digital technologies.
At the local level, the Government Digital Transformation Programme 'Tahawul' was awarded the Best Static Marketing Identity Award at the Omani Marketing Initiative (TOMI Awards). This recognition reflects the programme’s dedication to establishing a robust digital institutional identity that promotes awareness of digital transformation and its strategic goals.
Policies and Guidelines
The report emphasized significant policies and guidelines implemented in 2024 aimed at improving digital governance. The Digital Participation Policy and Guide was created to assist government agencies in executing digital participation strategies, ensuring that services and solutions are centered around beneficiaries. The Guideline for User Experience of Government Digital Solutions and Products is focused on delivering high-quality digital services that prioritize the needs of users.
The Digital Guide for Indexing Government Services was launched to systematically organize and categorize services for enhanced accessibility, while the Digital Access Guide promotes inclusivity by ensuring that digital services are available to all community segments, including individuals with disabilities and the elderly.
Empowering National Competencies
In 2024, a range of initiatives were launched to strengthen national competencies and improve capabilities in digital transformation. These initiatives included the support of 12 government entities through the Digital Transformation Project Management Camp (3rd edition), the organization of the Change Leadership Programme in Digital Transformation (3rd edition), and the hosting of the Government Digital Transformation Forum (2nd edition).
Additionally, various strategic initiatives were introduced to bolster digital transformation efforts within government entities. These initiatives encompassed the Digital Communication Management Strategy for the Government Digital Transformation Programme, the inaugural Digital Excellence Award in the Government Sector, and the Governorates Digital Transformation Ambassadors Initiative. Furthermore, a Master’s Programme in Digital Transformation and Innovation was initiated in partnership with the University of Technology and Applied Sciences to enhance expertise in this domain.
Moreover, a collaboration with Gartner was established to aid government digital transformation and offer specialized consulting services, reinforcing Oman's dedication to promoting innovation and digital excellence.
Targets for 2025
Key initiatives include the introduction of the National Open Data Platform, the Smart Chat Platform for government digital services, and the Central Platform for Government Notifications and Electronic Transaction Management. Additionally, the Government Digital Innovation Initiative will be launched, accompanied by a comprehensive strategy, framework, and tools for effective change management in the realm of government digital transformation.
The program also aims to conduct two marketing and awareness campaigns focused on government digital services, complete the initial phase of enhancing national competencies within the government sector for digital transformation, and finalize the first phase of the National Records Project. These initiatives are intended to bolster digital adoption, raise awareness, and develop capacity within government entities.
Moreover, the program will organize the second edition of the Government Digital Transformation Excellence Award and the third edition of the Government Digital Transformation Forum. It will also implement the Digital Transformation Roadmap for 2026-2030, ensuring a systematic approach to advancing digital transformation efforts in the years ahead.
