E-employment Collaboration
Ministry of Manpower

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
Due to the lack of interface among the local systems, inefficient offline workloads increased to validate the data. In addition, this validation process involved visual and manual input by government officials that led to errors like missing or wrong information. Monthly, 24126 foreign worker permits are processed for visas, 9000 Omani candidates are recommended for 6500 job vacancies and 246 on job training, 1720 workers are terminated by private sectors, 4777 workers resign from their jobs, 23931 foreign workers depart the country, 1970 workers illegally left their employers, and 1780 cases of workforce violations. Moreover, the MOMPs staff had to calculate and review Omanization plan for 2290 private sectors manually before approval for foreign work permits. The biggest challenges that the ministry faced at that time were: • No integration with government entities and dependence on paper documents. • No unified and accurate statistical reports for national employees in private sector between different governments entities. • Sufficient information and data were not available to help decision makers to formulate policies. • Labor market information and number of vacancies were unclear. • Skills and specializations needed for training in technical colleges, vocational centers and private institutions were unknown • The amount of revenue for work licenses to recruit foreign manpower was uncertain. • Separate manpower databases in different government entities with a lot of inconsistencies • Business, citizens and residents were required to visit different government entities many times because the offline system consumes a good deal of time-from three weeks to one month-to complete the government requirements.

B. Strategic Approach

 2. What was the solution?
To achieve His Majesty’s vision Decree No (108/2001), the Ministry of Manpower (MOMP) has planned to implement the electronic government on high-speed network and put its efforts on the implementation of information infrastructure with processing of administrative businesses. Thus, the MOMP has developed a system called E-employment collaboration. This system has a critical role in human resource development in the country. The system is providing information for almost 2,000,000 employees who work in 203,000 private sectors and the system has integrated electronically with other government entities. The vision of the E-employment system is to provide reports and statistics for decision makers to improve government functions and develop human resources-capacities. This will work across organizational boundaries through learning, training and other capacity –building. E-employment program is designed to promote, facilitate, coordinate and support job seekers and employers, enabling e-Government to provides online access to a wide range of ministries, information, and services, as listed below: • Facilitates and supports the adoption of standards in key areas to ensure that government systems and databases are compatible and interoperable • Ensures that the government entities avoid data duplication • Supports increased coordination and data sharing across the government • Encourages and supports private sector to use data to create new and diversified business opportunities and jobs in the knowledge economy • Promotes public/private partnerships with substantial public benefit • Builds and promotes communities of interest and supports public benefits and social equity • Promotes government transparency and public rights to information access • Maintains service orientation of stakeholders and the public • Increases the value of e-Government services through website and mobile applications • Provides decision makers support information access, statistics analysis, and reports. Target Audiences: are government organizations, businesses, and citizens comprising Utilities/Infrastructure; Safety & Security; Education; Public and Businesses. How it solved the problem: Oman is experiencing unprecedented growth, and the economy and society as a whole were changing and evolving towards a diversified knowledge economy. It provided extraordinary level of cross-sector coordination and information exchange among many organizations. The initiative has facilitated the free flow of critical information across all government and private sectors, as well as the general public such as G2G services, G2B services and G2C services.

 3. How did the initiative solve the problem and improve people’s lives?
The value of the integration with other entities is to provide the web services, which will streamline the work process and exchange of data easily and on the spot, according to the stakeholders and public needs. The other strategies leading towards this initiative are: • Reducing turn-around time faced by employers in obtaining services through the integration. • Implementing business rules for regulation of labor market in streamlined and transparent method. • Automating the filtration process, allowing more time for MOM employees for other tasks, and also reducing human error during the process • Facilitating the provisioning of vocational and technical training to develop and enhance the citizen skills according to the requirements of the labor market. • Increasing the level of communication through the MOMP portal between other government entities and public by improving information flow, transparency, and accountability and service delivery.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
The System has developed the following methodology with the Project Management tools: Phase 1: Planning – dedicated to the planning of the initiative. In addition to the consultation of all key stakeholders, planning entailed the creation of a detailed vision for the finished E-employment System, engagement of the key personnel and resources to execute the project, and creation of an effective timeframe. Phase 2: Process Design – dedicated to conducting a detailed design of the process from the perspective of integrating the system across the whole of government. The key actions in this phase included the stakeholder needs, identifying the appropriate form and functionality for the system and preparing an in-depth project plan used to inform all development work Phase 3: Technical Design & Development –encapsulated all development work to deliver the finished system. In addition to the technical design of both the system back-end and front-end interfaces, the phase deployed a prototype of the system that was subjected to numerous rounds of technical testing to ensure that functionality was correctly working. Phase 4: Testing & Training –tested by both customer and government actors to ensure that all functionality was correctly working and met requirements. Finally, the phase ensured that continuous training was implemented among staff to build their capacity to use the system effectively.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
A technology project of this nature requires the entire range of government entities involved. MOMP demonstrated the plan and role players of all departments worked together as a team. MOMP studied the background of these issues and managed committees to meet with other government entities to address the issues of integration. During the phase of analyzing and gathering requirements, MOMP involved some of its employees and the general public in determining the needs by the distribution of questionnaires that collected their suggestions to enhance the system analysis. The Stakeholders in this project are: • Ministry of Manpower - The Project sponsor, provides data of employees who work in the private sectors ( citizens and residents) • Ministry of Commercial Industry (MOCI) system. Exchanges data of the private sectors’ licenses. • Oman Chamber of Commerce (OCC) -system exchanges data of private sectors information of OCC license. • Central bank of Oman (CBO)- updates employees salary information of social insurance. • Ministry of Civil Services (MOCS) (AL-Mawurad system) - utilizes the E-employment- system in recruiting employees for public sectors. • Royal Court Affairs- utilizes the E-employment system for recruitment • Ministry of Social Development - uses the E-employment system to see information of citizens who apply for a special needs • Muscat Municipality- uses E-employment system for recruitment staff for all applicable vacancies. • Directorate General of Passport and Residence system - checks number of worker permits that are issued for foreign manpower • Tender Board- checks the company compliance with Omanization plan • Ministry of Finance ( MOF)- updates system with information for taxation. • Public Authority of SME development system- gets information of small enterprises staff • Local IT company - works together with MOMP; developed several applications and provided training. • Media department: helps to disseminate information through newspapers, ministry website and social media .
 6. How was the strategy implemented and what resources were mobilized?
A full range of human, financial and technical resources were deployed to ensure that the E-employment Collaboration system was implemented successfully: Financial: The Ministry of Manpower funded the project. The estimated cost of the entire project was 1,000,000 Rials. The role of the MOMP’s IT department as an owner of the project, it was to conceptualize the project, coordinate with various stakeholders who were involved in developing the entire technical infrastructure of the project. The project has including hardware and software besides providing connectivity to the Data Centre and other entities, as well as the management of the setting up data security and providing training. Implementation timeframe: A number of projects and initiatives have been developed in order to implement MOMP’s eGovernment Transformation Strategy. The implementation timeframe: gradually from 2007 to 2016. Human Resources: The team consisted of personnel from the government entities: • Project Manager: responsible for the Business Analysis and the system prototype; • Technical Analyst: created suitable architecture; Developed part of the service delivery team to develop the software systems; • Testing team: ensured end to end quality assessment of the system • Technical Resources: designed the solution to be seamlessly interoperable with all the Oman Government entities. • Process Server: provides a runtime environment produced in a business-driven development process. • Integration Developer: integrated development environment for building applications based on Service-Oriented Architecture (SOA). • Business Monitor: the business matrix like run time reports • Business Modeler: processed a powerful business modeling, simulation, analyzing, and reporting features to help optimize the performance of the business processes • Service Registry and Repository: Provided service registry and repository functions for Service-Oriented Architecture (SOA) enterprise applications.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The integration of the E-employment collaboration system has created an efficient, up-to-date flow of information and promoting whole E-government such as: • enhanced the transformation of e-Government services and increased level of IS integrations, as successful practices (G2G); the database integration link to MOCI, OCC, CBO, MOCS, PASI,MOF, SME ,Royal Affairs, Muscat Municipality, Directorate General of Passport and Residence , and Tender Board. This initiative has supported e-Government by improving data communication and exchange automatically in daily basis across government entities. • Process an enormous amount of applications on a daily basis and a timely manner one example, monthly 2104407 foreign worker permits are processed online for visa application; Royal Oman Police is now able to Check Clearance Status, check the validity of clearance, Update the status of Application and Update Visa Information once visa is issued or canceled or for new arrival. • Maintains an updated and real-time information about job seekers and match them to vacancies. These vacancies are displayed to the job seekers through websites, mobile apps and counters. E-employment system is playing a key role in facilitating the matching of qualified Omani job seekers to suitable jobs in public sectors and private sectors, thus helping to reduce unemployment rate in Oman. • Supports the national strategies for promoting regulatory and institutional frameworks to harmonize policies, programs, and services across government sectors for increased public value and ensures the Labor Rights in Oman. • Provides labor market with statistics and information to enable decision- making in Oman in regard to designing and facilitating the provisioning of vocational and technical training to develop and enhance the citizen skills according to the requirements of the labor market. For example, from 2009 to 2013, 18968 jobseekers were under a program of the on-the-job training and 37575 attended the technical college.

 8. What were the most successful outputs and why was the initiative effective?
Strategic Objective 1: Enhance e-Government channels and user experience with increased service Associated: Customer Satisfaction Index level maintained over 75% Performance portal is designed with a highly visual that provides real-time updates about the performance of different organizations across the whole of government. Objective Strategy 2: • Dedicated Monitoring Team - dedicates monitoring team which manages and ensures the consistent delivery of high quality service. • The Service Management Group is a dedicated team who monitor the eService Lifecycle, Review Analysis, and periodical review of governance critical reports. Strategy Objective 3: Media team: Increase society participation and engagement through social networks such as Twitter and Facebook, receive customer feedback and analyze customer feedback the Service periodically.

 9. What were the main obstacles encountered and how were they overcome?
Main obstacles The main obstacles concerned the quality of the data; the MOMP and other government entities were required to correct data due to some errors. The information required a lot of work in order to be updated and unified with both sides. The biggest challenges that the ministry faced at that time were: no standardized processes and lack of automation and data duplication. To overcome this problem, the MOMP worked closely with government entities, employers and public to make sure the data was unified, updated and integrated according to the MOMP's goal. The MOMP worked closely with IT stakeholders to provided additional working hours correct the data .

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
The size of working population in Sultanate of Oman keeps increasing rapidly day by day which has pushed the Ministry of Manpower to utilize innovation in technology and business process towards the implementation and continuous improvement of its Employment Collaboration to meet the ever increasing demand. With the availability of cutting edge technologies and tools, MOMP is now able to process an enormous amount of applications on a daily basis and a timely manner. Today, citizens do not need to visit Ministry of Manpower main offices for availing its services. Also, training and education services are being provided in all Omani regions for all citizens. As a result, the Ministry has drastically reduced the travelling time and cost to the public to benefit from its services. The impact of this initiative has: • Provided labor market info to all entities • provided a number of G2B, G2C, and G2G services based on the integration capability of its system and via a number of services. • helped to simplify the work process and regulate the labor market. • Created a strong Portal services and mobile apps for stakeholders (Public and Private Sectors) • Enabled all Sanad Center working under the MOMP umbrella to provide E-employment services to public . • Enabled the job seekers to use services through website or mobile apps, and to view and recommend themselves to suitable vacancies. • Allowed private sectors to access and use the ministry portal to view and interact with candidate's application. • Allowed private sectors to terminate their employees without visiting the ministry of manpower and Public Authority of social insurance. • Enabled the private sectors to check the status of applications and existing work-permits; they can view their existing employees and their status without visiting any government entities. • Notified message via SMS to employees once the contract is approved or once the online termination entered by the employers. • alerted the work permit for foreign manpower when approved • alerted job seekers on new job vacancy via SMS. • Promoted social inclusiveness by reaching out to vulnerable groups such as women, minorities, youth, elderly, disabled, indigenous, • Empowered users to access to the E-employment system without visiting the government entities. Measure The Ministry of Manpower website provides employer and employee links for communication channels of social media including Facebook, Twitter and Instagram to participate and give their feedback. The MOMP encouraged employers and employees to give feedback via randomly distributed surveys .

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
Socioeconomic  Enable citizens to find the right job easily.  Enable citizens to update their skills as per labor market requirements by MOMP sponsored training programs in collaboration with private sector and public sectors.  Ensure citizens rights are preserved through monitoring employers’ compliance with pension guidelines by PASI and labor Law.  reduce the travelling time and cost to the public to benefit from its services. The jobseekers can do a self-service through web site or mobile apps to view and recommend themselves to suitable vacancy.  Allow private sectors to access to the ministry portal to view and interact with candidate's application without the need to visit ministry of manpower and Public Authority for the social insurance.  reduce the cost of transport and paper waste. Government • Coordination of information and integrated with government entities have removed redundant manual government procedures, which has eventually increased effective 24 hours online services and productivity of Government employees. • Core department functions are more easily manage by employees. • The government has unified and corrected data in order to increase quality of services. • Provide up-to-date and relevant information to different government entities to enable them to process employer and employee information to complete their business process Stakeholders  Enable businesses to populate and communicate vacancies to right candidates easly  Enable businesses to obtain labor permits and recruit foreign manpower easily.  Monitor and regulate the Omanisation in the private sector. Economic Sustainability: • The project was launched with a reasonable price and benefited various government entities , private sectors and citizens. • The sustainability goal is about ensuring solutions are built and are able to function efficiently over a long period of time. • The goal of sustainability also is to establish local economies that are economically practical, and socially responsible. • . The initiative has created stability in the country by improving education and training to citizens, and providing online and mobile services to public. • It has developed a business intelligent dashboard for decision makers. Technical Sustainability: • The E-employment system is a web based system, deployed at the MOMP website, and easily accessible. • The E-employment system is future-proof and will play a very key role in the creation in of an harmonious society, as this solution impacts millions of working population in the country. • Unique design of the solution is loosely coupled between the different entities and enables flexibility to accommodate new requirements in the future. • The initiative has improved inter-departmental connectivity through centralized databases, internet connectivity , common ICT infrastructure and etc. • Government reach to citizens has improved with the geographical spread .

 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 key lesson learned is that such an initiative will automatically solve pre-existing constraint related to human resources development in the country. The system provides reports and statistics for decision makers to improve government functions and human resources capacity building. This initiative helps to provide the crucial information for government to study the public needs such as training development, jobs, public services and etc . The major lesson was about the positive effect of strong teamwork throughout the project. The project has been a success mostly because of the involvement of multiple stakeholders with their knowledge, motivation and efforts towards a common goal. The success of the project relied upon the combination of strong planning, committed individuals and supporting technology. The future recommendation is to continue the develop of more applications that can solve issues and become a part of eGovernment portal. The future recommendation is to create an Open Government Data and engaging the public to offer their ideas and solutions for decision-making . As a solution, the employment system plays a key role in impacting a very large portion of the working population in the country.

Contact Information

Institution Name:   Ministry of Manpower
Institution Type:   Government Agency  
Contact Person:   Redha Al Lawati
Title:   Mr.  
Telephone/ Fax:  
Institution's / Project's Website:  
E-mail:   redha@manpower.gov.om  
Postal Code:  
City:   Muscat

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