| 4. In which ways is the initiative creative and innovative?
The Enhancement of Moa portals goes through different phases as below:
Phase Duration Deliverables
Initiation and planning one week Project Plan
Requirements' development one weeks Requirements' specifications documents
Design and technical solution five weeks Design Document
SharePoint Upgrade 7 weeks End user training workshops
IT admin Training
Development five weeks
Testing six weeks
Verification and validation two weeks
Deployment one week Executables
These items are in the delivery and scope of the strategy:
MOFA Web Portals Enhancement Solution
• Create a branding guideline for MOFA user interface
• Fixing maximum of ten (10) custom web parts to be upgradable to SharePoint 2013
• Upgrade, Enhance, redesign, implement, and test new user interface design for MOFA portals according the following phases:
o Initial Phase
Assessment of the current portal upgradeability to SharePoint 2013 to provide the following:
• Infrastructure status
• Custom component listing
• Large Lists listing
• Custom view listing
• Required effort for upgrade
• Upgrade Plan
o Phase I (three months after requirements gathering):
Upgrade the following portals technology from SharePoint 2010 to SharePoint 2013
• Internet Main Portal
• Mobile Portal
• Embassies Portal
• Intranet portal
Create three different graphics design for MOFA portal.
MOFA Main Portal approved new design implementation and deployment for Arabic and English portals.
MOFA Mobile version Redesign Implementation
Gap analysis with YESSER guidelines related to usability
o Phase II (two months):
Implementation of the new design for the following portals for Arabic and English portals:
• Visa services Portal (http://visa.mofa.gov.sa)
• Embassies Portal
• Recruitment Portal
• Intranet portal
Content Editing and Authoring workflow implementation
• Enhance current SharePoint publishing workflow through providing 1 (one) new publishing and approval workflows with maximum of 10 steps per workflow
Implementation of Take a tour video as an exploration for MOFA main features in English and Arabic Languages
o Portals Usability Activities:
• Identify users of current site in order to develop a thorough understanding of the target audience, their typical tasks, and their specific constraints
• Conduct meetings with the internal MOFA website Project Team to understand the vision, mission, and objectives of the Web site.
• Usability Gab analysis with YESSER guidelines and Industry best practices
• Review/analyze customer service email/calls, Web logs and search logs
Design Wireframes and Expert Review Phase
• Expert usability review of current Homepages of MOFA portals
• Designing Wireframes for Homepages of MOFA Public portals, Mobile version and Intranet website
• Review forms and e-services for Basic consistency and alignment issues.
Testing and Recommendations Phase
• Test proposed designs with sample 5 users to ensure efficiency and ease of use.
• Usability recommendations for immediate enhancements to the current portals
• IE 8,9 Firefox 15, Chrome 10
• 5 days training for administrators and end users
• 2 weeks warranty for Phase one starts after phase one deployment
• 3 weeks warranty for phase two starts after phase two deployment
Attached file (MOFA_Web Portals Enhancements- (Gantt chart) (2)
This involved training and educating employees in the various centers involved to adapt to the new approach to working and processing visa applications. It also involved building a technical support team that is available 24 hours a day to provide assistance for both in-house employees, customers and users.
Technology: The MoFA portal 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.
| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
The design and implementation of the initiative has been contributed to by several stakeholders. This is a continuous process as the MoFA portal is continuously developed and upgraded to improve accessibility and transparency in information for users based on feedback from various stakeholders who include:
- Saudi Arabian citizens inside the Kingdom
- Saudi Arabian citizens residing outside the Kingdom
- Diplomats and diplomat organisations
- Governmental organisations inside and outside Saudi Arabia
- Relevant private businesses and non-governmental organisations
- Potential residents and visitors
- Relevant multinational companies inside and outside the Kingdom
- Charitable and humanitatiran organisations inside the Kingdom
| 6. How was the strategy implemented and what resources were mobilized?
This initiative has been implemented through a third party with international successful record in implementing similar projects. Mofa was mentoring, supervising and guiding the implementation to make sure the initiative criteria match the international standards.
The team compromise different group forming above 20 specialists as below:
Senior Systems Analyst
Senior Graphic Designer
Senior User Interface Developer
Senior Software Engineer
Senior Quality Engineer
Senior Technical Writer
Our Artwork & Usability team is responsible for creating creative look by producing work of quality and creativity. The team consists of a group of creative and experienced experts and artists who are motivated to provide their best, and always meet and exceed customer’s expectations. They follows a standard process that helps deliver top-class artwork and successful user experience.
The Creative Graphic Design category involves providing Graphical User Interface (GUI), website, and application interface design including the application branding and identity (represented in correct user experience, main layout, icons…etc), PowerPoint presentations, diagrams, multimedia presentations, Flash interactive work, Silverlight components and animations, in addition to any other graphical, visual, or artistic work required for the project or by the customer.
The Artworks team met with internal customer & business users to identify their business needs, business field & marketing objectives-defining target users, and the message mofa wants to deliver through the project.
The team analyzed MOFA requirements, came up with preliminary ideas, created draft sketches, and produced Requirements Analysis document. Then, the team met with MOFA to review Requirements Analysis.
The artwork team created the initial look and feel of the site, while the usability experts develop the site map, wireframes, navigation, and main layout, ensuring that all technical standards are clear to meet the desired functionality of the site.
The graphics designer started translating wireframes into graphical designs to create graphical prototypes.
Convert the graphical outputs into working templates to create application.
After having a working website, the team ensures outcomes are matching with the graphical designs made earlier. The developed prototype were reviewed and fixed to match the original design.
Prototype Usability Testing
Usability testing aims to monitor users using the system in a realistic situation; thus discovering errors and working on areas of improvement.
Usability Results & Recommendations
After conducting the prototype testing, the usability engineer created their Recommendation document that helps in enhancing the final system. Prototype developer applied the appropriate changes and resends the system for prototype testing.
Prepare the site to be launched, ensuring a continuous and thorough testing to create a flawless final site.
The project cost was 930,000 Saudi Riyals (USD 250,000) funded directly by MoFA ICT Budget
| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
• An increase in visitors between 2010 and 2014 by 47 %
• Customer satisfaction of 85% reported by users
• Procedures and processes are increasingly being carried out through website portal and mobile applications with 75.4% through pc and laptops, 19% through smartphones and 4.4% through tablets.
• Services transaction timeframe were reduced from 2 weeks to 1-2 day max
The portal was awarded the following following awards:
• 3rd GCC eGovernment Conference Excellence Award 2013.
• Middle East Excellence Award for eGovernment Services 2013
| 8. What were the most successful outputs and why was the initiative effective?
The MoFA uses several benchmarks to evaluate the implementation and progress of the project which include focus groups and market research survey, card sorting and Yesser (the Saudi Arabian eGovernment program)’s eParticipation guidelines and international resources.
The portal is evaluated by several key performance indicators including:
- Number of visitors
- Number of resolved issues processed online successfully
- Number of applications and requests made online
- Number of search requests made
- Customer satisfaction surveys and responses
- Percentage of ideas and suggestions executed from ‘add an idea’ suggestion page
- Number of issues processed and resolved through smartphone and mobile platforms
| 9. What were the main obstacles encountered and how were they overcome?
Throughout the various phases of the project, The Ministry of Foreign Affairs managed and overcame the following challenges:
• Categorising Ministry services
• Redesigning website portal systems
• Gathering all internal services into one main menu
• Gaining internal stockholder support and acceptance of change, especially for internal site
• Applying the new look and feel and structure change to all embassies and visa sites were different business woners are involved and different approvals and supports were need.
D. IMPACT AND SUSTAINABILITY (40 percent of the overall rating)