Questions/Answers

Royal Oman Police (ROP) is one of the largest government service providers in Oman. The eService catalog consists of 305 electronic services. Services that are of highest demand and repeatedly requested by the same users are the following: Visa, passports and ID related services; Vehicle registration renewal; Payment of traffic The most important objectives of ROP e transformation are: 1- To make the Most of services available at least via three channels: web, office/kiosk, social media (enquiries), and via mobile application towards paperless transactions. 2-Extensive integration with other Government agencies - 32 Gov. Entities integrated with its systems and 48 entities integrated with eCustoms. In addition to the private sector – banks, insurance companies, and money exchanges. 3- Strengthening integration with various types of agencies for specific purpose, e.g. birth/death registry - the birth and death happening within Ministry of Health (MOH), non-MOH government and private health care facilities are reported in the system online. 4. Integration of eVisa with other agencies (Ministries of Commerce & Industry, Manpower, Civil Services and Foreign Affairs) in support of visa processing and security clearance process.

Royal Oman Police Target IT Architecture is driven by 3 main elements: •Aligning the ROP e-transformation of its services landscape with e.Omane-Government Strategy https://www.ita.gov.om/ITAPortal/eOman/eoman.aspx, and OeGAF objectives. https://ita.gov.om/ITAPortal/Pages/Page.aspx?NID=559&PID=1924&LID=100 •Refining the ROP IT landscape and services based on the findings and key considerations highlighted in ROP Strategy As-Is reports across the areas of business services & processes, customer journeys, IT architecture and IT skills & capabilities envisioned for ROP organization to implement and effectively operate the ROP systems. •Improving the ROP IT landscape to conform with the design principles that are based on the best practices and latest technology trends. Being that much big and critical, it was important for all ROP Departments to be part of the eTransformation Project. The aim was for the following: 1- Help users complete their transaction faster and better and through different channels 2- Unleash the load in the services centers and the large amount of queues 3- Help ROP Employees be more productive by reducing some of the work from them 4- Get accurate data and statistics 5- Improve Customer Satisfaction and measure customer satisfaction through online feedbacks and surveys. 6- Transform Manual Work to electronic thus Re-Engineer the process 7- Ensures equal access to public services and citizen engagement regardless the gender or race of the user.

ROP initiative mainly contributes to Five 2030 SDGs. GOAL 5: Gender Equality & GOAL 10: Reduced Inequality ROP employed certain laws, practices, and frameworks that adapted more broadly services provided through multiple electronic channels such as website, mobile application, and kiosks regardless the gender and race of the user. GOAL 8: Decent Work and Economic Growth eCustoms System and eVisa does support this goal by insuring anti-corrupted online transactions, which lead to transparent service and highly valued income to ROP and the country. GOAL 16: Peace and Justice Strong Institutions ROP did support this goal by reforming incident reporting via mobile application leading to peaceful community. GOAL 17: Partnerships to achieve the Goal Integration between ROP Systems with Gulf Countries lead to strong partnership to achieve the goals.

Transforming the existing manual business services and process to digital platform provided all groups of the population (children, women, older persons, people with disabilities, etc..), with a significant improvement in efficiency, easiness, and performance while using ROP services.The many challenges faced earlier, like amount of time, effort and cost incurred on the individuals and commercial organizations, the cumbersome data entry process by ROP staff, the use of papers and the environmental degradation and pollution caused while physically travelling to various ROP service centers, are now resolved as many ROP services are available online and can be availed anytime and from anywhere. This improvement was whole heatedly accepted by the various stakeholders which can be proved by the increase in the usage of each service as seen in the provided statistics. Please visit this url to watch a short video about the story of the: Oman eVisa: goo.gl/CAhHGt eCustoms: https://bit.ly/2AXMOaMTo ROP Smart App: goo.gl/pN7HC3

ROP is one of the leading entities in Oman to implement a website and a mobile application, furthermore ROP is using IT systems since the 1980's when most of the entities in the region weren't formed or depended on paperwork. Please see the doc enclosed ROP eTransformation Journey & Roadmap.pdf

The innovation is original in-house development from A to Z done by ROP experts in Directorate General of Information Technology at that period of time. Please see the ROP To-Be ICT Landscape - evaluation.pdf enclosed.

The ROP initiative has been used as models for a number of Gulf Countries, in specific the National Registration System (NRS) which was a revolution in registry services in the region, in addition to that, locally, ROP Mobile Application was on of leading applications in Oman and hence, ministries and other government entities benefit from it as a benchmark to their mobile applications. ROP also gets many global requests to show its experiences in developing its systems. Royal Oman Police earned many local, regional and international awards for its stat of art systems and eservices. Please visit http://www.rop.gov.om/arabic/dg_it.html

ROP did facilitate a number of resources in order to implement the initiative, starting from modernizing the laws, policies, and regulations in order to align with the eTransformation Strategy, which was done mainly by ROP human resources, furthermore, ROP human resources did lead this project by participating in all different phases of the project life-cycle. The financial resource of funding for the ROP initiatives /projects innovation is from the ROP budget. The largest national projects such as NRS, eCutoms and Oman eVisa were funded from the government because their high ROI and impact on the country economy.

ROP eTransformation initiatives sustainability is ensured in terms of each aspect - financial; helps to save around100M OMR per year; organizational -coordinated activities of ROP and other government agencies are firmly established, they implement very effective and efficient integration, which is a part or ROP operations. ROP eServices helped to save a lot of human resources for the service providers, it is naturally sustainable from this point of view. It is also very significant politically, as smooth and transparent transactions operations attract more visitors and traders to use Oman as a trading hub, which, in turn, opens opportunities for new investment, businesses and jobs. By providing an advanced eService built on a solid technical foundation, using data model aligned with the high standards. Oman also positions itself as a technologically advanced country with well-developed and integrated eGovernment services. These factors significantly improve Oman's international stance, as - a jump in the World Bank Logistics Performance Index 2018 - from the 48th to the 43th place. ROP too got the 5th position in the World in Reliability of Police Services-World Economic Forum Report - 2018 in addition to: - Multiple Channels for e services and more E Services were launched since 2014 - E Census 2020: A Royal Decree was announced in 2015 declaring that the Census in 2020 will be electronic. The Main source for this Census will the ID Card Details. Allowing entities to use these data helped them correct their data and make it accurate which will help in the Census. - UN Survey Rank: As a result of providing the data to entities, integration with UAE and Oman Entities, and all E Services launched the Ranking of Oman has increased in the UN Survey for E Readiness from 64 to 48 which was a great achievement and a motivation to work more in order to get a higher position in the coming Survey. This makes the project more sustainable creating revenue and skills and reducing environmental issues caused by traditional workflows.

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The evaluation consist from a number of processes, the first process is data entry through the Government eAssesment Portal, then the Information Technology Authority does review the data entered, and request any clarifications in this matter, then site visits from evaluatars to ensure everything complies with the data entered, and finally Information Technology Authority releases the results to ROP stating the strengths and weaknesses. ROP services is always is monitored evaluated and reviewed from time to time via Directorate General of Development and Scrutiny which is responsible about research and development in the ROP.

1-Service Delivery Channels. 2-Integration of Services. 3-Service Re-Engineering. 4- Service Quality Management. 5- Service Automation. 6- Service Procedures Efficiency. Please see the attached doc: ASSESSMENT REPORT FOR THE ROYAL OMANI POLICE eTRANSFORMATION.pdf ROP eTransformation Journey & Roadmap.pdf

Details attached ASSESSMENT REPORT FOR THE ROYAL OMANI POLICE done by Information Technology Authority. ASSESSMENT REPORT FOR THE ROYAL OMANI POLICE eTRANSFORMATION.pdf

The stakeholders varies between public sector (more than 32 government entities) and private sector (Banks, insurance companies, cargos, hotels, car rental companies, telecommunication companies, local and international airlines), both types of the stakeholders add value to ROP and benefit from ROP services. The stakeholders were engaged from the beginning of the eTransformation project, ROP did involve the stakeholders in the steering committee, and hence their opinions and thoughts were included in the design phase to allow ideal project design and implementation. The evaluation of the initiative is done through the steering committee, which includes representatives from the stakeholders. ROP Integration with Oman Gov. Entities: Push information to Gov. Entities to allow them process Transactions faster , authenticate users, eliminate physical documents and avoid typo mistakes. ROP has also collaboration with UAE government through the integration with UAE Gov. through borders. Exchange the personal details of passengers across borders on real time to allow a smooth movement between borders, eliminate papers, avoid re-typing and ensure legal movement between borders. There is now a plan to integrate Oman eCustoms with UAE customs for smooth across boarder trading between the two countries.

ROP learned that spending amounts and investing in big and small projects has a very big impact on the users. It proofed that all amounts paid were worthy and helped in improving its services and took ROP to a new era of eServices. It helped also to take ROP back to their previous position where they used to be a role model for entities in Oman and in GCC Region. All these points motivated the staff to be dedicated and creative and increased the support of the management. ROP recommend all entities to follow their steps and understand the importance of such initiatives and their added value and focus on the purpose and users’ needs without focusing on the amounts spent of the efforts required for such projects in order to the best sustainable development in the country.