FANAR
Ministry of Foreign Affairs – Saudi Arabia

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
: With the increasing numbers of Saudi citizens living abroad, the need for embassies to accommodate for the requirements of Saudi citizens outside the Kingdom. An estimated number of 10 million Saudi Arabian citizens travel abroad every year. For certain sectors of Saudi Arabian citizens, such as the elderly and disabled, or those citizens suffering from illnesses and seeking medical treatment abroad, access to embassies physically posed a great challenge. The process of visiting embassies was a time and cost consuming process and the absence of embassies in certain countries posed a further challenge for Saudi citizens living in them where service requirements and terms were unknown. Particularly for emergency services, there is a constant need to provide rapid and timely responses to citizen needs and communication with respective embassies outside of working hours is often required. Some of these services require coordinating with Ministry of Foreign Affairs head quarters in Riyadh and other governmental sectors. To solve this challenge, the Ministry of Foreign Affairs (MoFA) launched the FANAR platform to provide electronic services to all Saudi citizens living abroad and automating all processes by embassies and councils. This offered an alternative solution for citizens abroad to access the 68 governmental services provided by the Ministry of Foreign Affairs.

B. Strategic Approach

 2. What was the solution?
The FANAR portal was proposed by the Ministry of Foreign Affairs and launched in an effort to achieve one of the Ministry’s main strategic goals of broadening the scope of easy access for Saudi Arabian citizens living abroad to governmental services. It was set up for the main target audience of an estimated number of 10 million Saudi Arabian citizens who travel abroad every year. Additionally certain sectors of Saudi Arabian citizens, such as the elderly and disabled, or those citizens suffering from illnesses and seeking medical treatment abroad, who faced challenges in accessing embassies were particularly considered. The FANAR initiative is an online service that can be accessed on the Ministry’s website and online portal or through the Ministry’s mobile application available in its basic mobile version as well as IOS and Android platform versions. Examples of services provided through the FANAR project include: • Case management system: This system records all the cases involved and archiving all actions taken by the embassy or MoFA on the respective cases until the cases are solved and closed with aid of real time reports and statistics. • Passport registration and flight details: This service allows Saudi citizens abroad to register their passports using multiple channels (portal, mobile portal, smart phone app) and receiving a confirmation by SMS or emails, without the need of visiting the embassy. Before the launch of the portal, the passport renewal was taking 3-4 months because of using the regular mail between the participants: mission – Headquarter – mission – citizen. Now it is taking 3 weeks which is related to passports to be mailed from HQ – mission – Citizen

 3. How did the initiative solve the problem and improve people’s lives?
The integrated initiative combines various stakeholders involved on one platform for users to access. Launched in 2011, the project is unique of its kind in the Arab region where connectivity to governmental services for Saudi Arabian citizens have been focused on in an innovative and technologically advanced manner. The FANAR system involves various innovative approaches that have allowed for its success: • The FANAR service can be used online or through smartphone iOS and android platforms as well as basic mobile versions • The FANAR service allows for communication and feedback with citizens through various channels such as mobile phone SMS, emails and smart phone apps • The FANAR service’s integration with real-time maps and GPS allows for governments to locate citizens who send requests in emergency situations and on the other hand allows citizens to locate nearest embassies and centres that can offer assistance • The FANAR system allows for people in cities or locations that are remote with no service centres to be connected without the need for costs and effort associated with moving to cities where service centres exist.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
As one of the strategic initiatives of the MoFA, FANAR has pushed the Ministry in achieving its goal of delivering ubiquitous and channel harmonised centric eServices. The project implementation plan had the following key milestones: • A series of workshops with various stakeholders to identify the various services offered by the Saudi embassies and consulates across the world. • The business requirements analysis phase and development of technical requirements. • The development of the portal including testing phases. • Soft-launch in various embassies and then deployment gradually across the world. • A huge training program for IT staff in all Saudi embassies and consulates across the world. • Continuous marketing and promotion campaigns via various channels including online and offline channels. In addition, the following elements of the strategic plan of implementing FANAR to achieve strategic objectives have been considered in the project implementation. Business Drivers Strategic Objectives 1 Empowered Decision Making • Partner with business stakeholders to set and drive the ministry’s modernization agenda and help realize a paper-less environment 2 Knowledge-Driven Diplomacy • Drive collaboration and information sharing and mobility between MoFA and its partners, and customers 3 Operational Efficiency • Balance IT demand and supply through effective IT planning, operations and governance • Elevate ICT readiness of MoFA and missions staff • Realize and maintain a global and lean ICT infrastructure • Ensure availability, security, and integrity of MoFA information and systems 4 Service Excellence • Deliver ubiquitous and channel harmonized customer centric e-Services • Institute a responsive and service focused IT support Stakeholders: In addition to civil servants working for the Ministry of Foreign Affairs, the FANAR system involved the following stakeholders in its launch Inside MOFA: Saudi abroad affairs department Embassies Relevant IT departments Outside MOFA: Ministry of Interior Technology companies: Devoteam Company - Interactive Company Project Team: The project has a huge team that covers all countries with Saudi embassies and consulates around the world, key members of the team include: • The project sponsor. • Business analysis team • Database administrators • Representatives of embassies and consulates around the world. • Design and development teams • Trainers • Technical support teams • Promotion and marketing teams Technology: The FANAR solution used the following technology and systems to enables its smooth running: Smart phone applications and mobile phone programs Website and online systems using Asp.Net 4.0, HTML 5, CSS 3, MVC4, Jquery. The system was built using multi-tier architecture design which partitions the system components logically and physically into three independent layers; front-end (Web), middle tier (Middleware), and database layer. This architecture provides very high levels of performance and availability through scaling these layers horizontally; by adding more servers, or vertically; by adding more hardware resources to the servers. These operations are done easily as MOFA has virtualized infrastructure. Communication between users and the system is through Secure Sockets Layer (SSL) which provides security over the internet. Furthermore the system is using different authentication mechanisms based on the functionality classification such as basic authentication, multi-factor authentication, and client certificate authentication to ensure the identity of the user.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
In addition to civil servants working for the Ministry of Foreign Affairs, the FANAR system involved the following stakeholders in its launch Inside MOFA: Saudi abroad affairs department Embassies Relevant IT departments Outside MOFA: Ministry of Interior Technology companies: Devoteam Company - Interactive Company
 6. How was the strategy implemented and what resources were mobilized?
The project cost was around 18 Million Saudi Riyals (USD 5 Million).

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
Over 1500 cases have been reported and solved, 1293 passports have been registered and over 1450 passports have been renewed using FANAR The FANAR service has been widely used across smart phone platforms by Saudi Arabian citizens with an average of 250 passport registrations and renewals being processed on MoFA smartphone app weekly and an average of 1024 searches for nearest embassies abroad being made on the MoFA mobile application Before the launch of the portal, the passport renewal was taking 3-4 months because of using the regular mail between the participants: mission – Headquarter – mission – citizen. Now it is taking 3 weeks which is related to passports to be mailed from HQ – mission – Citizen The cost on th citizen side was reduced as well mainly by eliminating the cost of traveling to the mission city and paper printing. The cost Saving on MOFA side was reduced as well by eliminating the cost of paper handling and mailing between the mission and the HQ. Other cost saving factors include the elimination of manual money receiving and the saving in employees time by utilizing them in different tasks and serving more citizens. The cost saving is estimated to be 30-40%

 8. What were the most successful outputs and why was the initiative effective?
Implementation of the strategy has been monitored and evaluated continuously by measuring the following: To measure ease of access to services through the MoFA FANAR portal online and through smartphone apps, we adopted several he Key Performance Indicators (KPIs) including: • The number of responses made effectively to help requests • The average number of passport registrations made effectively • Average waiting time for citizens to receive passports • Average waiting time to activate ABSHER services To measure quality of services provided to Saudi Arabian citizens living abroad, we measure the following KPIs: • Differences between paper processing work and integrated system processing work in terms of quality and time taken to process To measure the effectiveness and efficiency of requests and their processing, we measure the following KPIs: • Accuracy of processing and number of errors To measure time taken in addressing requests that requires transferring to designated departments for particular respective purposes, we measure the following KPIs: • Average time taken and delay in processing and resolving requests

 9. What were the main obstacles encountered and how were they overcome?
• Putting together all Saudi citizens' requests and needs • Redesigning the infrastructure and concepts of various procedures and processes • Training and preparing employees in 120 representative centers for the new system • Providing technical support 24 hours a day to users • Integrating internal and external systems to provide whole services through standardised systems. We managed to overcome these challenges by adopting the following strategies: • Organizing workshops that brought together various stakeholders inside and outside Saudi Arabia. • Documentation of the business processes of the services included in the project scope. • Allocating enough time for the review of business processes and deep analysis of the system requirements. • Offering training programs to the staff in charge of running the system in all Saudi embassies and consulates across the world. • Establishing a support center that provides business and technical support for both employees and citizens.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Before the launch of the portal, the passport renewal was taking 3-4 months because of using the regular mail between the participants: mission – Headquarter – mission – citizen. Now it is taking 3 weeks which is related to passports to be mailed from HQ – mission – Citizen The cost on the citizen side was reduced as well mainly by eliminating the cost of traveling to the mission city and paper printing. The cost Saving on MOFA side was reduced as well by eliminating the cost of paper handling and mailing between the mission and the HQ. Other cost saving factors include the elimination of manual money receiving and the saving in employees time by utilizing them in different tasks and serving more citizens. The cost saving is estimated to be 30-40% Saudi Arabian citizens living abroad have saved costs on time spent and effort on travelling to Saudi Arabian embassies for requests and needs for assistance. From the government side, major savings have been made in terms of man/hour and cost. For example, the annual operating costs have been be cut for counters and processing requests compared to manual ones. Additionally, the FANAR system has allowed for a more integrated whole-of-government approach to providing governmental services. The need for coordinating various departments involved in addressing needs of Saudi Arabian citizens abroad has provided the Ministry of Foreign Affairs to develop a virtual infrastructure that integrates and connects all relevant departments on a single platform which has greatly improved communications on an inter-governmental basis.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
• MOFA will continue to enhance and develop the services until it reach the highest level of service maturity by providing integrated services and providing smart access channels. This will require more coordination and readiness of other government agencies. • The directions of HH King Abdulla bin Abdulaziz by providing the ultimate support to Saudis Abroad gives MOFA enough funding from Ministry of Finance • The distribution of Saudis missions abroad and the Citizens worldwide gives the advantage of using the online services instead of traveling to the mission in big countries or the countries that has no mission • Allocating more access channels to the citizen will increase the adoption of the eservices as well

 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)
Lessons learnt include and are not limited to: • The need to align initiatives with overarching governmental strategies and objectives to measure relevance of projects and their feasibility • The significance of focusing on citizen needs before departmental needs when providing governmental services • Involving all stakeholders in the project and ensuring that no aspects of the project conflict each other • The crucial need for technology-driven initiatives and human capital where people have an aptitude for continuous learning and improvement • The importance of analysing project ideas and identifying potential benefits and challenges

Contact Information

Institution Name:   Ministry of Foreign Affairs – Saudi Arabia
Institution Type:   Government Agency  
Contact Person:   Reem Alzamil
Title:   Senior Project Manager  
Telephone/ Fax:   00966505446536
Institution's / Project's Website:  
E-mail:   ralzamil@mofa.gov.sa  
Address:   Alnassryah St.
Postal Code:   11544
City:   Riyadh
State/Province:   Riyadh
Country:  

          Go Back

Print friendly Page
video porno.. brasileiros xxx xhamster