MOI eServices
Ministry of Interior

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
As this initiative aims in principal at supporting all spectrums of the Saudi community and centered on providing all concerned individuals with convenient and timely services, the legislator took into consideration a number of elements that formed the problem laid behind launching this initiative. In term to further delivering this initiative in bold and comprehensive manner, the legislator categorized those elements into two major segments. The first segment includes top concern elements, where the second segment includes least concern elements, and in general, handling of all elements was the aim to eliminate obstacles and pave the way toward taking this initiative into action plan. In underlining the first segment, elements such as difficulty to access Ministry of Interior (MOI) public services using conventional methods, lack of all-in-one MOI public service points as well as high cost of establishing new ones, ascending demand for MOI services attributable to economic and population growth, and the negative impression of complicate usage of E-services, are prior elements that led the inauguration of this initiative. In the other side of the initiative formula is the second segment with elements like time waste due to long counter queues, conventional paperwork, inaccuracy of transaction tracking, possible human errors and suspicious of fraud and corruption. In addition to that, special need people, elderly, outdoor workers, frequent within the country and abroad travelers, day shift employees, etc, are people fall within the structure of previously noticed segments. Nevertheless, meet these categories requirements stimulates the critical need for definitive, well-founded and transferable solutions. The facts shows that working on developing networking infrastructure is a must at a time our nation looking forward to offsets clouds of IT illiteracy and impose more open minded society. As the legislator point out the spots of negatives, seeking of flexible, effective and convenient solution for accessing the Ministry of Interior public services was immediately taken into action. Consequently, MOI in Saudi Arabia decided to design and launch the (MOI Portal) which provide Saudi citizens and residents with sophisticated platform of knowledge and service. MOI of Saudi Arabia believe that providing community with modern and easy to access services would undoubtedly contribute to further development of the society in present and future, as well as generates public awareness about importance of implementing similar E-systems to realize the dream of modernized and civilized nation . It all came out of a conviction states that national unity, equality and honest efforts have the power of building a better tomorrow for all.

B. Strategic Approach

 2. What was the solution?
The government of Saudi Arabia represented in the Ministry of Interior has expressed the intention to design and implement the E-government services in successive stages. MOI as a lead government firm that involves with the most demanding public services have taken into count the development orientation and aspiration of Saudi people and their leadership alike, this forms the reason that lay behind ensuring compatibility and integration of the MOI internet service portal. MOI in parallel to launching its portal have implemented a feedback and assessment system which allow all concerned sectors to timely update and measure the portal performance, efficiency, popularity, negatives, positives and rate of contribution in term to realize the initiative goals. Following the inauguration of MOI portal, statistics showed gradual turnout on usage of the portal as its system designed with daily feedback criteria. According to this, portal administrators have had the ability to monitor the increasing number of site visitors and logs for information, reporting and execution of different transactions included. The objectives indicated for this nation-wide project were at the peak of every Saudi’s aspirations. Achievement of overall satisfaction, raise of productivity, strengthening communication and linking between all governmental ministries, departments and sectors, interactive channels between private and public firms, enhancing of social networking and development of every Saudi knowledge personality are the objectives we seek and reached. The E-Government was the foundation that contains and gathers these objectives and MOI portal was the corner stone of it. The Saudi leadership headed by his majesty King Abdulla Bin Abdul-Aziz Al Saud were determine to construct an IT infrastructure that would help government and citizens alike to contribute effectively in drawing their nation’s future. To find out results and to conduct a kind of self-assessment, MOI traced the portal launch output and intended to periodically specify the turnout and implied yield after officially paving the way to implement the dream of a country under a unified network that service’s the community in compliance with international standards. In comparing the MOI service provision routine before and after the implementation of the electronic portal, we can obviously underline the differences and ensure that MOI E-services plan has passed through desired route. This came with a supplementary plan that included installation of self-service smart machines, pointed in shopping malls and many other public areas. The machines equipped with the most updated versions of interactive software to help users in getting all their transactions done within seconds. To take this initiative into broader horizons, MOI inaugurated a number of inquirers service offices which are open and available for public after the official working hours. The offices provide all inquirers with typical services that could be found within the Ministry’s main premises. Following few clicks and acceptance of transaction, applicant could receive his renewed document at his doorstep thanks to the designed MOI postal delivery service. Accordingly, business providers, employers and document clearance officers would have the advantage of completing their applications without the need to visit any MOI departments. Eventually, the service receivers, beneficiaries, citizens and residents of Saudi Arabia are more satisfied, welling to enhance their roles, and contribute effectively in building a better community.

 3. How did the initiative solve the problem and improve people’s lives?
Derived from its interest to make this national service improving project more active and benefit full, MOI hired one of the most prestigious website and portal designing firms. The portal is known with its creativity and subject to further development to cope with world standards in steady manner. As the portal equipped with tens of E-services and packed with huge set of knowledge, users were able to easily access their desired route and complete their transactions within seconds. The efficiency of the portal and convenient it has delivered to all individuals across the country has positively ensured excellence of implementing the E-government project and guaranteed the improvement of service delivery. In Proving that the Ministry of Interior E-services portal has achieved innovation through its design, input and output structure, the portal awarded many prestigious recognitions which ensures its compatibility with future plans and aspirations.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
MOI have followed a strong and comprehensive strategy to implement the E-services portal through a master plan that implemented based on extensive survey conducted internally and externally. Planning begun with assessment action that addressed reviewers and visitors impressions, elements that hinders transaction completion within appropriate timeline, employee’s performance, indexing flexibility, bureaucracy impact and the daily life rhythm across major cities, villages and regions. Furthermore, MOI opened channels of communication with other concerned government firms, NGO’s, private sector entities and community service associations to point out their suggestions and relative problems to ensure utmost integration of the portal action plan. In taking public impression, a number of inquirers and visitors complained about traffic jams and mileage of distance crossed to reach desired point of service. Others had complained about queuing for long time and ruin the advantage of finishing other duties due to time wasted in the queues. The third complain addressed majorly was conventional paperwork which expose’s people interests to lose, inaccuracy and fraud because of bad indexing or human possible error. The counterpart survey conducted by MOI has focused on employee’s performance and department’s applicable framework to highlight channels of negative elements that should be avoided and covered within the portal execution plan. In consequence to MOI’s phase 1 action plan which represented with internal and external surveys and feedbacks, concerned department at MOI conducted the plan of routing out and categorize the surveys and feedback results as to booting basic, secondary and extra-secondary sections that should be applied in the portal. Following this, the concerned department and working teams at MOI held a number of meetings with a pre-selected prestigious and reputed websites and portal designing firm. This came in term to address all concerned points of the portal design, structure, monitoring, technical support, update and overall security and privacy. After guaranteeing completion of launching frame, MOI portal administration and monitoring team conducted the portal soft run which witnessed unparallel success and turnout by citizen and residents from all regions of the country. Accordingly, MOI have officially announced the launch of its E- services portal. Additionally, the MOI E-services portal worked as an interactive link between the departments of the Ministry of Interior and other Ministries across the country. Transaction like permission issuance for Haj (pilgrimage), issuance/renewal of passports, personal identification card, driving license, re-entry visa, etc, had become just clicks away to be approved and completely done. In addition to that, MOI inaugurated a number of inquirers service offices which are open and available for public after the official working hours. The offices provide all inquirers with typical services that could be found within the Ministry’s main premises. Following few clicks and acceptance of transaction, applicant could receive his renewed document at his doorstep thanks to the designed MOI postal delivery service. Accordingly, business providers, employers and document clearance officers would have the advantage of completing their applications without the need to visit any MOI departments.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
Despite all concerned government firms, NGO’s, private sector entities, public service association and work teams who contributed in the success of this project, MOI believes that every single citizen and resident in Saudi Arabia is a stakeholder of its unique E-service portal. MOI would like through this to thank all field workers, department workers, participated individuals from social, commercial, public service facilities and all those who have contributed in putting this national development plan into action. MOI undertakes the responsibility to further strive toward improving delivery of its services which represent a pillar of community development. MOI believes that improving of service is an improving of humanity and appreciation to everyone involved in making a better tomorrow for all. Worth mentioning that many public and private sector firms and bodies were involved in putting this national project into action. At the level of technology, companies such as IBM, NCR, Microsoft and Oracle were stakeholders who involved in the implementation in parallel to efforts delivered by many insurance companies, banks and the (EFADA) medical database system which run and supervised by the Ministry of Health. Saudi Postal Services were also one of the initiative’s stakeholders that heavily contributed in the implementation through logging and delivery services linked with the MOI portal.
 6. How was the strategy implemented and what resources were mobilized?
As addressed above, MOI planned to use every possible resource to put its initiative into action. The framework involved every single element that could contribute in making the initiative successful and error free. Also, MOI ensured that concerned resources are completely legal, formal, and correct and based on accurate statistics. At infrastructure setup manner, the Ministry of Interior E-services portal project was completely funded by the government of Saudi Arabia with a cost of nearly 360M SAR. The MOI stressed and keen on using the most sophisticated and high quality hardware and software in term to rationing all operation-wise setup and to ensure best placement for the overall structure. The portal contains 10 of the most modernized and developed security devices, 100 virtual machines, 34 physical servers which combined in 10 different racks with 20 network devices. Moreover, the portal premises and facilities have been completely built to match all current and future requirements and equipped with utmost security, safety and operative systems. The resources included for example but not limited to, the Ministry of labour, the Ministry of Social affairs, the Ministry of Industry and Commerce, the Ministry of Investment, The Ministry of Health, the Ministry of Information, the Ministry of Culture and National Heritage, private sector firms, NGO’s and hundreds of public service association. The mobilization of the initiative begun with extensive public awareness campaign that include ministries, public facilities, schools, universities and all possible firms that would help and contribute in putting the initiative at the best level required. The campaign included TV commercials, radio spots, outdoor banners, rollups, posters, flyers, social network spots, mobile phones SMS’s and visual presentation. MOI believes that all the awareness campaign elements delivered a good impact within all spectrum of the Saudi community and helped the Ministry in planning and implementing the initiative.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The MOI E-service portal witnessed unparalleled success based on its post-launch assessments conducted. The MOI portal administration and monitoring team have indicated several outputs that translate effectiveness, integrity and overall benefits delivered through the portal. The most successful outputs were the huge increase of daily accomplished transactions, reducing beneficiaries burden in regard to multi official transaction required for one or more service, improve employee’s pace of work and performance, improve the base of information delivery for both government, citizens and residents alike, as well as raise the overall satisfaction and productivity of individual and system users. Addressing the first output, it is logically proved that data entering and processing is much faster when done using electronic systems. As queuing use to waste visitor and employee time and effort, the MOI E-services portal saved time and effort and allow both sides to increase their productivity, and allow MOI departments to delivered portal users transaction in faster and comprehensive manner. Consequently, MOI in cooperation with assigned monitoring committees have concluded that electronic applications received hails of positive reactions by the system users. Statistics also showed noticeable gab between hand to hand service and electronic entry service. As a result, transactions such as RP renewal, license renewal and amendment of profession (to name few) became completely easier, faster and helpful. Before, citizens and residents have to move between departments and other governmental and non-governmental bodies, in regard to complete a single desired transaction, a barrier that already vanished following the launch of the portal. Taking into consideration the employee’s morale disparity during accepting huge number of face to face transactions every day, their physical condition, absence, etc., but using the portal ensures better delivery of service and more improvement of data handling and processing. Indexing, recording, reporting and information tracing are the elements which form’s the fourth most successful output delivered by the E-services portal. MOI, other ministries, citizens, residents and all involved firms would have the advantage of recall any transaction within a click of finger tip. MOI portal monitoring team have the ability to retrieve all necessary information to complete, approve, renew, issue or even update information within seconds. Eventually and when we address the term of productivity and satisfaction, the MOI portal, has succeeded in increasing vast part of community productivity, commitment to better working and achieved nation-wide satisfaction in regard to improvement of government service delivery.

 8. What were the most successful outputs and why was the initiative effective?
As previously indicated, the MOI E-services portal systems has been pre-structured and equipped with enumeration criteria that allow portal administration team to monitor, assess, evaluate and update all services and channels involved. The portal automatically receives, accepts and count’s every single log-in occurred within the system in term to continuously work on technical setbacks, improvement needs and most importantly monitoring flexibility of database inputs and outputs. Nevertheless, the MOI portal administrator team is holding consecutive meetings and conducting workshops to ensure reliability and round the clock technical efficiency. Also, the portal administration team is pursuing a periodical framework of public feedback, which includes electronic and paper questionnaires. Such questionnaires would help in developing and improving all services provided through the MOI portal.

 9. What were the main obstacles encountered and how were they overcome?
The implementation of the MOI portal faced a number of obstacles that were encountered to ensure best operation and flexibility. Initially, data gathering, categorization and system response and convenience were the most important issues that needed to be solved during implementation process of the portal. As MOI conducted vast and accurate feasibility study in prior to launch the portal, such obstacles were pre-indicated and had its overcome plan. To gather required data, the MOI portal administration team held an intensified workshops and meetings to use all possible resources that provided by official and semi-official bodies to ensure integrity and accuracy of gathered information, a move that requested extra mental and physical efforts. Upon approval of information, the team begun to categorize it in term to code them into segments that will form the portal structure afterward. During the process of putting the information into segments, the technical support team in coordination with the portal administration team conducted the portal soft launch to ensure best levels of response while inputting and outputting and how the system is easy to use by targeted segment.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
With more than sixty interactive services and more than fifty services under construction, the MOI initiative, represented in the E-services portal has undoubtedly contributed in developing the community of the Kingdom of Saudi Arabia and successfully delivered the per-aspired achievement of having a better tomorrow to every human lives within the Kingdom territories. From North to South and East to West of our nation, we at MOI keen to open new horizons that based on developing human lives and making our country a better place for mankind. At the Kingdom of Saudi Arabia we are totally aware of human rights of better living with integrity, respect, equality, acquiring of convenient public services and living within peace and secure haven. In line to this, the government of Saudi Arabia approved all necessary measures to plan and conduct the E- Government portal and the MOI portal was the launch point for wider and comprehensive networking service system that will deliver the utmost positive way of servicing our community. The launching of such initiative carried a huge return to the people of Saudi Arabia and residents living in it. By launching the MOI E-services portal, the government succeeded to save financial, energy and environment resources for the current and coming generation. The government of Saudi Arabia exerts all possible resources to develop all segment of the Saudi community through investing in its human resources. That’s why opening of such initiative will increase knowledge, decrease illiteracy, raise human productivity, develop manpower and deliver the feel of overall nation renaissance. It is known that every nation carry’s the aspiration of better life to all. The government of Saudi Arabia represented in the Ministry of Interior believes that such initiative will improve coordination, efficiency and work base between public and private sector and citizens and residents alike. This believing was stemmed from the positive impact upon experimenting the initiative and following of regional and international experiences that assured its success. We as the legislative and execution authority of the Kingdom of Saudi Arabia will continue working toward develop our community and contribute as much as possible in developing world communities, and would include education, health, social services, public services and training to name few.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
There is no doubt that MOI initiative is sustainable and transferable as it initially supported by the government of the kingdom of Saudi Arabia and overwhelmed by its community. If taking into consideration points like integration, positive impact and benefits that MOI portal provides to people, we could predict a better, yet flourish forthcoming future. By reference to the MOI portal structure, design, human support, financial support, efficiency, convenience, flexibility and ability to update, the MOI portal would form a living example of long term, sustainable development and service improvement project. We believe that sustainability is a set of fundamentals that requires a group of components such as extensive planning, knowledge and financial support, trained manpower, strengthened operation system, ongoing system of assessment, development and update. The E-government portal is pre-experienced system tested and applied by many government and non-government firms. The government of Saudi Arabia is striving to apply and develop same experience within its all formal sectors. Following the success of MOI E-services portal, the government will work to expand the portal networking to reach all possible sectors and include governmental firms within a unified service network. This definitely would benefit the interest of individuals and portal users.

 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)
We believe that human development is a nation development in principal. The best and uppermost lesson learned from our initiative is that taking nation development as a foundation toward renaissance requires unremitting efforts and hard work. Coping with world updates and improving the country’s administrative systems are methods that would guarantee more development to communities. The MOI E-services portal is an example of experience that allows us to evaluate our operation and monitoring system and enhance service delivery to our esteemed citizens and residents.

Contact Information

Institution Name:   Ministry of Interior
Institution Type:   Government Agency  
Contact Person:   Atiyah Al-Anazy
Title:   Engineer  
Telephone/ Fax:   +966118083334 / +966114793680
Institution's / Project's Website:  
E-mail:   atiyah@nic.gov.sa  
Address:   National Information Center, Makkah Road
Postal Code:   6831 Riyadh 11452
City:   Riyadh
State/Province:   Riyadh
Country:  

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