Ministry of Interior - Trrafic Authority

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
When speaking about the Problem which the Ministry of Interior has exerted much efforts to solve, this necessitates speaking about Problems faced by both individuals and business sector. As for Individuals (citizens and residents), the most problems specified by the Ministry and its National Information Center (NIC) appear in time and efforts that were wasted by citizens just for inquiring about personal information. Consequently, this hinders any potential improvement in providing easy services. In addition, a lot of errors appear when searching for personal data including information about (address, licenses, vehicles, traffic violations, and travel record). When addressing the problem, the increasing national census in Saudi Arabia should be taken into consideration as a challenge. As for the business sector, there were many problems arising when paying the financial fees for the services offered by the various sectors of the Ministry of Interior. Before the solution was activated, beneficiaries had been forced to stay for long time in queues just for paying such fees where they were suffering from crowdedness. An attempt to pay fees of a certain service may have taken many hours, where much time and efforts were exerted only for executing the payment of the fees. At that time, the Ministry's employee was forced to check the amounts settled, and this undoubtedly imposed much more burden on him especially that he is mainly specialized in security issues not in financial ones. The Ministry of Interior represented by the NIC has taken beneficiaries' needs into consideration, and it has exerted all efforts to simplify the process of implementing all services offered to citizens and all other stakeholders. As a result, it has sought to apply a solution that can overcome all such burdens that basically result from the traditional mechanisms of paying government services fees.

B. Strategic Approach

 2. What was the solution?
The Solution for Individuals' problems The Ministry of Interior represented by its NIC launched an e-Dash Board (Information Panel) through which registered users can log in the Ministry's portal www.moi.gov.sa to know about all their personal information and data. Users can also review their data to correct any errors or non-updated information. The Board is marked by its accuracy and easy use where citizens and residents can utilize it instead of visiting the Ministry or any of its offices. After the authentication is made, registered users can easily utilize most of the e-Services offered through the portal at any time and from anywhere. The Solution for Business sector problems To provide an electronic solution for the problems faced by the business sector, the National Information Center innovated an electronic payment system that was firstly linked with National Banks in Saudi Arabia. That stage was implemented by connecting the NIC's data-base relating to beneficiaries' services with the National banks systems. All the systems of the Ministry and its various sectors were relevantly modified to comply with the newly innovated process. This includes Traffic, Passport, Civil Affairs sectors. The Second Stage came when an integral electronic Payment System named (SADAD) had been applied and operated. Established by the Saudi Arabian Monetary Agency (SAMA) to be the national Electronic Bill Presentment and Payment (EBPP) service provider for the Kingdom of Saudi Arabia (KSA), the NIC has begun to utilize SADAD System to collect all the fees of the services offered by the Ministry and its varied sectors. This undoubtedly necessitated the NIC to be connected directly with SADAD and to gradually dispense with previous linkage that had been firstly implemented with National Banks. Through SADAD system, beneficiaries have managed to directly, easily and electronically settle all payments relating to whatever services offered by the Ministry of Interior. As for the implementation of the idea, it was so difficult because there was no similar experience on both local and international levels. In addition, the process of payment requires many different agencies to relevantly participate in the mechanism of payments including Ministries of Interior, Finance, Foreign Affairs, Labour, in addition to the various sectors within the Ministry of Interior itself. However, there have been a continuous coordination and collaboration among all those concerned parties on different levels. The idea of the solution has been envisioned to achieve a range of objectives including easy services to provided for citizens and residents. The solution helps to save a lot of amounts within the State's revenues, issue reports easily regarding such revenues for each sector, in addition to consolidating trust between citizen and Government agencies with reference to e-Government.

 3. How did the initiative solve the problem and improve people’s lives?
This initiative has solved one of the most important aspects and concerns for government, citizens, residents and visitors. It’s very comprehensive and it completes the service cycle from A-Z. So, the service recipient does not have to do any additional steps outside the cycle of the service, or don’t need to visit any of the offices. The challenge in providing this service is that it’s a service that involves several governmental agencies. And what made it distinguished is the exceptional cooperation among all the parties and their determination to provide a full-fledged service to the end user.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
When the problems faced by Individuals just for inquiring about their personal data, the Ministry has innovated the e-Dash Board to help users save time and efforts. The Ministry also has decided to offer a wide range of e-Services on its portals, where some of such e-Services can be utilized by all users, while many specific e-Services are directed for only registered users. Over the different stages of work, the Ministry has collected views, suggestions and complaints of individuals to prepare the effective mechanisms and processes to solve those complaints. As for the payment problems faced by the business sector relating to payments of services fees, the Ministry of Interior and its National Information Center have concluded a wide range of meetings with all concerned parties. Firstly, a coordination was made with the National Banks in Saudi Arabia to link the NIC's data-base regarding services with the Banks' systems. This requires following strict standards relating to security and privacy issues. The Second Stage came when the Ministry of Interior was then linked with a Government electronic payment system named (SADAD) that is subordinate to the Saudi Arabian Monetary Agency (SAMA), and this also requires to link the NIC's data-base with the SADAD System.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The National Information Center (NIC), The Sector of the Ministry of the Interior was proposed the Solution and The People which are working in the Sectors, Emirates under the Ministry of the Interior (MOI) and some other organization and some private sectors are contributed for the design and the implementation of the initiative. Ministry of Interior has exerted much effort. The most problems specified by the Ministry and its National Information Center (NIC) appear in time and efforts. When addressing the problem, the increasing national census in Saudi Arabia should be taken into consideration as a challenge The Ministry of Interior represented by the NIC has taken beneficiaries' needs into consideration, and it has exerted all efforts to simplify the process of implementing all services offered to citizens and all other stakeholders. As a result, it has sought to apply a solution that can overcome all such burdens that basically result from the traditional mechanisms
 6. How was the strategy implemented and what resources were mobilized?
Resources are used one from the IT department within the organization, in a later development stage a consultancy from the local IT Company has been used for the quality assurance. The services developed within the limited budget deducted from the It department budget and has no impact on the overall budget at the end. It reduces the human cost on other departments. Resources were mobilized first for development within the organization to minimize the cost then they allocated as a development team. The services created a significant impact on our daily paper work costs which allow the organization to develop and enhance more services.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
- A full-fledged automated system that provides valuable informational and transactional services to all types of service recipient (C, B, G). - As this effort required reviewing all the services that shall be provided through this system, all the services were optimized and enhanced from several aspects: such as: o The time needed to provide the service o The efficiency in providing the service o The steps the work flows of the service o The prerequisites and approvals (even if these were not excluded, but they were received in an electronic manner) - As part of the implementation process for this initiative, these services and all their related details were documented. Accordingly, up-to-date documentation came as important outcome from this initiative. - Electronic processing of services makes it much easier to gather the needed statistics and to monitor the usage of the system and it’s benefit to all stakeholders.

 8. What were the most successful outputs and why was the initiative effective?
- During Implementation: A typical project management approach was conducted to monitor the progress of implementation, including: o Periodically monitored project plan and schedule o Periodic Reporting o Change log to monitor and control change requests - After Deployment: the e-Dash Board solution: As an e-Solution, the e-Dashboard by design is prepare to enable the NIC team to monitor all transactions, system up-take and many other parameters that can give indications and statistics on how to continuously enhance the system and what to include in future releases. Al l the data can be extracted through a wide set of reports that makes this huge amount of data available with simple report generation exercise, where in some cases it’s as easy as a click of a button.

 9. What were the main obstacles encountered and how were they overcome?
Obstacles faced during the e-Dash Board solution Most challenges faced by the working team during executing the e-Dash Board, appear in the existence of previously used mechanisms and processes that can not be changed without high decrees being taken to stipulate a replacement of the existing technologies with electronic innovated systems. The challenges also included how to raise awareness of people about how to use the innovated electronic system to inquire about their personal data. Another concern that was cleverly addressed by the work team appeared in how to authenticate millions of users' identities for both citizens and residents during a certain period of time. The NIC has overcome this challenge by availing the opportunity for users to register online and to make the authentication processes throughout the Ministry's movable centers spread all over the Kingdom in International Airports, malls, banks and great many places. Obstacles faced during the execution of e-Payment system The main obstacles encountered, included security and privacy issues, change-management concerns for both MOI's employees and beneficiaries. As for any innovated solution, people find it difficult to be accustomed with new processes even if they were made for their welfare. In this regard, the NIC has implemented a complementary awareness plan for both the employees and the Public to know much about the benefits of the new solution. As for the security issues, the NIC has complied with the international standards relating to information security and privacy. It also seeks the support of specialized national corporations that proved success in this filed.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
The Individuals e-Dash Board solution Being launched by the Ministry and its NIC and thanks to the raising awareness plans, the e-Dash Board (Information Panel) has achieved a gradually big movement where more than 2 million operations were executing by 2011 including registration, activation and inquiries using the e-Dash Board. In addition, the Ministry's e-Services have been much utilized by users especially that registration, activation and utilization of such e-Services can be made at any time of the day for all the weak (24/7). The electronic payment process After the implantation of the solution and collecting the beneficiaries views, the NIC has come with a fact that dealing with the beneficiaries' needs and suggestions as a prior issue with much importance is the best way to achieve success. Without taking users' views into consideration, there would be no change, no development and no progress where traditional processes of work would continue. The Ministry of Interior and Its National Information Center have started to collect users' views through various channels either participation tools or social networks. As pointed out by the beneficiaries, the whole process has come as a huge and sustainable development movement.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
Yes both of the solutions are sustainable and transferable. They are sustainable as they are easy to be developed to keep up with any future needs that normally arise. They are also transferable as all the steps taken can be easily pointed out through elaborating the plans that were followed to implement all details of the solutions in all stages.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
The lessons learned Thanks to the constant communications with users and beneficiaries to illustrate the continuous improvement of the Ministry's e-Services, the Ministry has managed to establish a wide range of social networking accounts and innovated e-Participation tools. All such channels help the audience to effectively communicate with the Ministry to present their suggestions, complaints and views. The Ministry also availed an overnight toll-free unified phone number to receive views of audience (citizens and residents). Additionally, surveys are made and published especially through Facebook and Twitter to collect views and to point out the importance of the e-Services offered by the Ministry. All views and suggestions are utilized both to evaluate contentedness of the audience, and to be used by the Ministry for improving the services offered.

Contact Information

Institution Name:   Ministry of Interior - Trrafic Authority
Institution Type:   Government Agency  
Contact Person:   Ahmed Al Luhidan
Title:   Project Manager  
Telephone/ Fax:   +966530009901
Institution's / Project's Website:  
E-mail:   aaluhaidan@moi.gov.sa  
Address:   11431
Postal Code:   1261
City:   Riyadh
State/Province:   Riyadh

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