| 4. In which ways is the initiative creative and innovative?
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Integration and re-engineering of business processes enable MOSD to reach out and provide basic and specialised benefits to the underprivileged and disadvantage groups in Oman. Some of the services provided by MOSD include the care and rehabilitation of disabled and individuals with special needs, care for Disabled Children Service, and care for the Elders Service and family services. Through the Takaful initiative, MOSD streamlined its business processes in order to make it easy for applicants to register their needs and professional assessment carried out by social workers to ascertain their actual requirements. Hence, MOSD was able to cut down processing time from 12 weeks to 1 week and reaching out to more citizens in needs.
Linking up social beneficiaries to NGOs with services in each region enable the beneficiaries to access proper healthcare, education as well as housing and utilities within their regions. Potential beneficiaries and citizens can request for assistance through many channels and obtain all the required information needed for the investigation stages which expedite the process tremendously. In addition, through Nasel Elik – Get to you services, anybody in Oman can report to MOSD about anyone needing help. At the same time, they can also register complaint about MOSD services which go straight to the minister.
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| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
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The Ministry of Social Development was established to take care of citizens in the sultanate. The ministry role includes the following;
a. The achievement of social care, which includes social security, relief and emergency assistance, and social research.
b. Expand the work of the ministry through the launch of social development projects which include community development, productive families, awareness-raising programs and livelihood projects.
c. Stimulating community to contribute to the sustainable development process.
d. Equality and equity in life opportunities for Omani within a framework of social integration.
e. Promote volunteerism and provide care and social protection for all groups of society.
f. Reduction of poverty and marginalization problems.
g. Building the capacities of women, developing their capabilities, giving attention to their issues and to be within the priorities, policies and plans of social development.
h. Increasing the involvement of government and community in development and social projects, in collaboration with different state organs.
In 2010, 51k cases with 114K citizens benefited from the services provided by MOSD. However, with the implementation of Takaful in 2012, more citizens received assistances. In 2012, the number of beneficiaries increased to about 81k cases with 182K citizens, 2013 the beneficiaries were about 84k cases with 184K citizens, in 2014 the number was about 85k cases with 180K citizens.
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| 6. How was the strategy implemented and what resources were mobilized?
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The Takaful initiative was developed and implemented by MOSD. The key implementation strategy was not the technical infrastructure, but the entire business re-engineering activities that took place to refine and streamline the entire process. This was the toughest and the most challenging task undertaken.
After the back-end system was done, a pilot project was done in the district of Suwaiq in one rural regions. The aims of the pilot were to evaluate new forms used for the social researchers on the ground, assess the maturity of each cases and the on-going payment of benefits, extract reports on an accrual methodology, and evaluate the process and technical evaluation of the entire system. This pilot was essential as the data collection forms to aid investigations had to be reviewed and revised based on feedback on the ground. This was repeated several times before it could be finalised and implemented. Based on this trial, the entire process was streamlined and smoothened and more effective. Social workers can now obtain family data and update information on the field instantly. They can transfer the data to the office or another department automatically. Decision makers can now make immediate decisions based on comprehensive and accurate data and information.
Following the successful trial in Suwaiq, MOSD conducted training for all social workers and professionals in Muscat and the rest of the regions. A total of 500 people were trained and the government funded the development of the technical infrastructure.
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| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
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The Ministry of Social Development (MOSD) is the key government entity which design and implemented this initiative in cooperation with the Ministry of National Economy. MOSD successfully integrate their backend system with the other ministries such as the Ministry of Housing, Minister of Health, Ministry of Manpower, Ministry of Education and Higher Education.
Other stakeholders which provide various support and assistances to the beneficiaries include large private organisations with social investment programmes such as oil and gas companies like BP Oman, Occidental Oman, and telecommunications companies like OmanTel, Ooredoo, and local banks like Bank Muscat and all the social non-governmental associations and organizations such as Oman Women Association, Oman Cancer Association, etc.
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| 8. What were the most successful outputs and why was the initiative effective?
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1. Successful cases – Since 2012, there is a 158% increase in beneficiaries receiving various services and assistance from MOSD. At the same time about 51k beneficiaries have successfully attained sustainability and no longer rely on MOSD for assistance.
2. Timely assistance to needy cases and different needs – The approval time has been reduced from 12 weeks to only 1 week which is a reduction of more than 90% of waiting time.
3. Integrative Government Services – With shared database with other government entities, applicants received the required assistance based on their specific requirements in a much shorter time. They no longer needed to visit various government entities to repeat their stories at each office. By integrating the backend information with other government entities, it shortens the entire application process and enables beneficiaries to receive assistance from other related entities as well in a seamless process.
4. Protection of women against poverty and destitute - The Social Security Act which prevents women from falling into the trap of poverty and destitution. Projects carried out by MOSD to improve these women’s livelihood include the housing assistance programme for low income women and income enhancement programme. Through the Takaful initiative, in 2012, a total of OMR 121 million (USD$314 million) was disbursed to support about 81k beneficiaries. This initiative further bolsters the government’s efforts to protect Omani women against poverty and destitute which leads to the attainment of sustainable goals of eradicating poverty in all its forms, ensure inclusive and equitable quality education and promote lifelong learning opportunities for all and the achievement of gender equality and empower all women and girls.
5. Galvanizing the private sectors and social associations and organizations in supporting MOSD services through the social investment programmes – MOSD can now match the needs of the beneficiaries in each region with the various social investment programmes carried out by various large private organisations in each region. This enables MOSD to direct their resources to assist many other beneficiaries in the sultanate.
6. Accurate statistics and information - The output indicators from the Takaful system leads the decision maker in MOSD to start the Social Work Strategy which was done early this year. This will help to develop the social care. In addition this helps the ministry carry out joint-projects with International organizations, for example the International Bank which did a study about the Social Security Networks recently.
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| 9. What were the main obstacles encountered and how were they overcome?
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The main problem faced by MOSD in implementing the Takaful initiative is the resistance to change by the staff and social workers in the Ministry and affiliated organisations.
The technical infrastructure was quickly overcome by bringing in competent company to develop the application and installed the infrastructure but the resistance to change was the most difficult challenge to overcome. The business process re-engineering eliminated many red-tapes which hindered the approval process. But this steps were long imbued in the staff daily tasks that they became a hindrance to change. Support from top management especially the Minister was crucial to change the mindset.
Numerous training sessions and workshops were conducted in Muscat and throughout the regions to enable the social workers and professional staff to change the way they conducted their investigations and validating the findings. After 2 years intensive training and revisions of the process, Takuful was fully implemented in 2012.
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