Mr Khalid Dawood AlZadjali Assistant Director General of Information Systems

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1 Mr Khalid Dawood AlZadjali Assistant Director General of Information Systems

2 About Muscat Municipality Our eservices Applications eservices Channels Challenges, Success Factors & Lessons Learned Way Forward

3 Sultanate of Oman AREA: 309,500 sq. km. POPULATION: 2,773,479 CAPITAL: Muscat LIFE EXPECTANCY: 76.1 years POPULATION DENSITY: 9.0 The SULTANATE IS DIVIDED INTO: 11 Main Administrative Governorates GDP Per capita: $ 21,421 (IMF 2011) GNI per capita: $ 20,194 CURRENCY: 1 (OMR) = US$2.58 TIME DIFFERENCE: GMT + 4 hours

4 Established in the 1920s Muscat Municipality provider of essential services to citizens and residents of Muscat Governorate Population 775,878 Total area 3,500 square km 6 wilayats (districts), Muscat, Al Seeb, Boushar, Mattrah, Al Amerat and Quriyat Muscat is also the Capital of Sultanate of Oman

5 Main Services Infrastructure construction Landscaping & beautification City cleaning Waste management

6 Municipality as a service-oriented organization Services Rendered construction permit rent contract municipality license building permits parking permission and violations other municipal services

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9 ebuilding Permit Rent Contract Parking Permissions & Violations

10 A full cycle eservice enables customers to carry out endto-end transaction online without having to make any physical trip to the MM office 1 st kind of eservices in the Sultanate Embodied revised business processes to streamline the application of building and construction permit in Muscat Governorate ebuilding Permit

11 New (New Building Permit) Application Re-Registration (Service Request Re-Registration) Change of Owner (Building Permit Change of Owner) Consultant Report (Building Permit Consultant Report) Modify (Modify Building Permit) Reissue( Reissue Building Permit) Renewal (Renewal Building Permit) Technical Services (Building Permit Technical Services)

12 Approval Process 41 steps 7 steps Approval Time 3-4 months 3-4 days

13 Customers informed on the various stage via SMS or they can check on the status online transactions Building Owner can check status online and via SMS, enhances transparency of transactions

14 Application for registration and approval of rent contract Application for renewal and approval of rent contract Application for amendment of rent contract Rent Contract

15 Application of parking permit for short-term and long-term parking Checking of parking violations Payment of parking permit charges and violations Parking Permissions & Violations

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17 Web Call Center Mobile & Smartphone Applications

18 Public Internet through the Muscat Municipality Portal and eoman Government Portal Staff Intranet through the Muscat Municipality Portal

19 State of the art Contact Center Facilitate services offered React to customer enquires issues Provide services to customers Infrastructure to support and handle all calls from customers, through first line support, second line support, and back office support.

20 Objectives Improving Customer access and choice while lowering the cost of service. Providing consistent responses and improved quality of information, for higher customer satisfaction. Following up all complaints through problem/issues management system. Allowing early identification of customer service trouble spots and problem issues by analyzing incoming calls. Providing accurate statistical information and reference for the studies and research necessary to continuously raise the level of service of MM in future initiatives.

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22 Mobile Subscribers Mobile Penetration Rate Mobile Broadband Penetration Rate No of mobile phone per person 4.6 millions 187% 87% > 1

23 1 st Mobile Services SMS parking services Pioneered by MM in 2005 A huge success SMS services by other government organisations Admission and Registration system of Higher Education Admission Center Ministry of Civil Service eemployment System imuscat Latest MM mobile application MM brings mobile & Smartphone technology usage to higher level in Oman

24 imuscat SMS Applications

25 Free applications for smartphone Useful location-based service for the citizens and residents Muscat

26 MM first Government organisation to offer eservices via Smartphone platform imuscat first Mobile Application offered by the Civil Service in Oman imuscat available in Apple ios, Google Android and Blackberry OS

27 Parking Provides an intuitive graphical interface to ease the use of the current SMS based mobile parking system. "Where I parked" helps users to retrieve their car location on a map after sending the parking request. Feedback Enable residents to send feedback and notes accompanied with a photo capture, their comments & the location/address of the note/issue. MM will receive, analyze, attend and answer back the sent complains. Services Allows residents to enter their Service Request (SR) number in order to retrieve the Service Request status. Profile Provides the user login and contact information.

28 Select parking duration Receive a confirmation message Amount deducted from mobile bill or pre-paid credit Location of parking indicator

29 Key in subject and feedback Snap picture Tag the locations using GPS or key in the address manually Send to contact center Receive SMS on case ID Follow-up status of complaint or feedback

30 SMS Parking service Municipality Services Enquiry Employees Personnel Services

31 Mobile Parking service through SMS Enter Car number followed by Car Code followed by duration required in minutes (multiple of 30 to maximum 300) as the following e.g AB 90. Send the message to 90091

32 Muscat Municipality SMS Services to enquiry about The status of the services applied in Muscat Municipality in: Building permit Rent Contract Municipality License Health and Technical Inspection Construction Permission Minor Building Permit and Parking Permission and Violations By sending SR followed by service request number to 90888

33 Muscat Municipality Employees Personnel Services Check on leave balance Enquiry on salary details

34 Can use Smartphone via imuscat

35 All our applications are bilingual (English & Arabic) to provide services to all nationalities in a cosmopolitan city like Muscat.

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37 1. Cost of Mobile & Internet Connectivity and Infrastructure 2. Users mindset on security of electronic transactions 3. Non IT-savvy users 4. Not everyone has Smartphone for imuscat 5. No standardise platforms for Smartphone applications (HTML5)

38 Effective communication in a 2 way exchange of ideas and information between service providers and customers Customer centric business process approach Technology is merely an enabler, business process is essential before embarking on technology-based solution Support from key stakeholders

39 Sultan Qaboos Award for Excellence in egovernment 2010 econtent Award Muscat Municipality Portal Government to Business ebuilding Permit Sultan Qaboos Award for Excellence in egovernment 2011 Best Mobile Application ereadiness Award

40 Win municipal Award Middle East for Excellence in municipalities and urban development by the Institute of Middle East Award for Excellence of for (Data Matiks DATA MATIX) Dubai, United Arab Emirates, which aims to stimulate and improve the performance of municipalities and cities Muscat Municipality won the Environmental Awareness Award in the GCC in April 2009

41 Muscat Municipality portal won first prize under health safety and the environment category within the Oman Web Awards Muscat Municipality won Arab Towns Organization Award in the field of information systems (systems and software) of the tenth session ( )

42 Muscat Municipality won the Oman Digital Awards under the best electronic service category for parking reservation and pay parking fees using SMS Muscat Municipality won the award for creativity structural sites for the category of municipalities within the e-government Awards shield 2010 and organized by the Arab Organization for Administrative Development & Arab League and the Academy Awards website.

43 Continuous enhancement of eservices applicants based on customer feedbacks Development of M Government with Phase 2 of imuscat application Smartphone application services, though new gathering momentum Majority of the Omanis youth exposed to latest technology, easier to use Mobile devices to interact and transact Obtain users feedback through polls and surveys

44 Thank You