Mr Khalid Dawood AlZadjali Assistant Director General of

Mr Khalid Dawood AlZadjali
Assistant Director General of Information Systems
About Muscat Municipality
Our eServices Applications
eServices Channels
Challenges, Success Factors
& Lessons Learned
Way Forward
Sultanate of Oman
• AREA: 309,500 sq. km.
• POPULATION: 2,773,479
• CAPITAL: Muscat
• LIFE EXPECTANCY: 76.1 years
• POPULATION DENSITY: 9.0
• The SULTANATE IS DIVIDED INTO: 11
Main Administrative Governorates
• GDP Per capita: $ 21,421 (IMF 2011)
• GNI per capita: $ 20,194
• CURRENCY: 1 (OMR) = US$2.58
• TIME DIFFERENCE: GMT + 4 hours
• Established in the 1920s
• Muscat Municipality
provider of essential services
to citizens and residents of
Muscat Governorate
• Population 775,878
• Total area 3,500 square km
• 6 wilayats (districts),
Muscat, Al Seeb, Boushar,
Mattrah, Al Amerat and
Quriyat
• Muscat is also the Capital of
Sultanate of Oman
Main Services
• Infrastructure
construction
• Landscaping &
beautification
• City cleaning
• Waste management
Municipality as a service-oriented
organization
Services Rendered
• construction permit
• rent contract
• municipality license
• building permits
• parking permission
and violations
• other municipal
services
eBuilding Permit
Rent Contract
Parking Permissions
& Violations
• A full cycle eService enables
customers to carry out endto-end transaction online
without having to make any
physical trip to the MM office
• 1st kind of eServices in the
Sultanate
• Embodied revised business
processes to streamline the
application of building and
construction permit in
Muscat Governorate
eBuilding
Permit
• New (New Building Permit)
• Application Re-Registration
(Service Request Re-Registration)
• Change of Owner (Building
Permit Change of Owner)
• Consultant Report (Building
Permit Consultant Report)
• Modify (Modify Building Permit)
• Reissue( Reissue Building Permit)
• Renewal (Renewal Building
Permit)
• Technical Services (Building
Permit Technical Services)
Approval
Process
41 steps
7 steps
Approval
Time
3-4
months
3-4 days
• Customers informed
on the various stage
via SMS or they can
check on the status
online transactions
• Building Owner can check
status online and via SMS,
enhances transparency of
transactions
• Application for
registration and
approval of rent
contract
• Application for
renewal and
approval of rent
contract
• Application for
amendment of rent
contract
Rent Contract
• Application of parking
permit for short-term and
long-term parking
• Checking of parking
violations
• Payment of parking permit
charges and violations
Parking Permissions
& Violations
Web
Call Center
Mobile & Smartphone
Applications
• Public
– Internet through the
Muscat Municipality
Portal and eOman
Government Portal
• Staff
– Intranet through the
Muscat Municipality
Portal
• State of the art Contact Center
– Facilitate services offered
– React to customer enquires
issues
– Provide services to
customers
• Infrastructure to support and
handle all calls from
customers, through first line
support, second line support,
and back office support.
Objectives
• Improving Customer access and
choice while lowering the cost of
service.
• Providing consistent responses and
improved quality of information, for
higher customer satisfaction.
• Following up all complaints through
problem/issues management
system.
• Allowing early identification of
customer service trouble spots and
problem issues by analyzing
incoming calls.
• Providing accurate statistical
information and reference for the
studies and research necessary to
continuously raise the level of
service of MM in future initiatives.
Mobile
Subscribers
• 4.6 millions
Mobile
Penetration Rate
• 187%
Mobile
Broadband
Penetration Rate
• 87%
No of mobile
phone per
person
•> 1
1st Mobile Services
• SMS parking services
• Pioneered by MM in
2005
• A huge success
SMS services by other
government organisations
• Admission and Registration
system of Higher Education
Admission Center
• Ministry of Civil Service
eEmployment System
iMuscat
• Latest MM mobile
application
• MM brings mobile &
Smartphone technology
usage to higher level in
Oman
iMuscat
SMS Applications
• Free applications for
smartphone
• Useful location-based
service for the
citizens and residents
Muscat
• MM first Government
organisation to offer
eServices via Smartphone
platform
• iMuscat first Mobile
Application offered by the
Civil Service in Oman
• iMuscat available in Apple
iOS, Google Android and
Blackberry OS
Parking
• Provides an intuitive graphical interface to ease the use of the current
SMS based mobile parking system.
"Where I parked"
• helps users to retrieve their car location on a map after sending the
parking request.
Feedback
• Enable residents to send feedback and notes accompanied with a photo
capture, their comments & the location/address of the note/issue.
• MM will receive, analyze, attend and answer back the sent complains.
Services
• Allows residents to enter their Service Request (SR) number in order to
retrieve the Service Request status.
Profile
• Provides the user login and contact information.
• Select parking duration
• Receive a confirmation
message
• Amount deducted from
mobile bill or pre-paid
credit
• Location of parking
indicator
• Key in subject and
feedback
• Snap picture
• Tag the locations using
GPS or key in the address
manually
• Send to contact center
• Receive SMS on case ID
• Follow-up status of
complaint or feedback
SMS Parking
service
Municipality
Services Enquiry
Employees’
Personnel Services
• Mobile Parking service
through SMS
• Enter Car number
followed by Car Code
followed by duration
required in minutes
(multiple of 30 to
maximum 300) as the
following e.g. 1234 AB 90.
Send the message to
90091
Muscat Municipality SMS Services to
enquiry about
• The status of the services applied in
Muscat Municipality in:
–
–
–
–
–
–
–
Building permit
Rent Contract
Municipality License
Health and Technical Inspection
Construction Permission
Minor Building Permit
and Parking Permission and
Violations
• By sending “SR” followed by service
request number to 90888
• Muscat Municipality
Employees’ Personnel
Services
– Check on leave balance
– Enquiry on salary details
Can use
Smartphone via
iMuscat
All our applications are bilingual
(English & Arabic) to provide
services to all nationalities in a
cosmopolitan city like Muscat.
1.
2.
3.
Cost of Mobile &
Internet Connectivity
and Infrastructure
Users’ mindset on
security of electronic
transactions
Non IT-savvy users
4. Not everyone has
Smartphone for
iMuscat
5. No standardise
platforms for
Smartphone
applications
(HTML5)
Effective communication in a 2 way
exchange of ideas and information
between service providers and customers
Customer centric business process
approach
Technology is merely an enabler,
business process is essential before
embarking on technology-based solution
Support from key stakeholders
Sultan Qaboos Award for
Excellence in eGovernment
2010
• eContent Award – Muscat
Municipality Portal
• Government to Business –
eBuilding Permit
Sultan Qaboos Award for
Excellence in eGovernment
2011
• Best Mobile Application
• eReadiness Award
Muscat Municipality won the
Environmental Awareness
Award in the GCC in April 2009
Win municipal Award Middle East for
Excellence in municipalities and urban
development by the Institute of Middle East
Award for Excellence of for (Data Matiks
DATA MATIX) Dubai, United Arab Emirates,
which aims to stimulate and improve the
performance of municipalities and cities
2010 .
Muscat Municipality won Arab
Towns Organization Award in
the field of information systems
(systems and software) of the
tenth session (2008-2010 )
Muscat Municipality portal won first prize
under health safety and the environment
category within the Oman Web Awards
2009.
Muscat Municipality won the award
for creativity structural sites for the
category of municipalities within the
e-Government Awards shield 2010
and organized by the Arab
Organization for Administrative
Development & Arab League and the
Academy Awards website.
Muscat Municipality won
the Oman Digital Awards
under the best electronic
service category for parking
reservation and pay parking
fees using SMS 2009.
• Continuous enhancement of
eServices applicants based on
customer feedbacks
• Development of M Government
with Phase 2 of iMuscat
application
• Smartphone application services,
though new gathering
momentum
• Majority of the Omanis youth
exposed to latest technology,
easier to use Mobile devices to
interact and transact
• Obtain users ‘ feedback through
polls and surveys
Thank You