ITA holds a workshop on Government eServices Excellence

The workshop seeks to coordinate the efforts between the government entities to achieve the national objectives of the digital transformation plan

ITA holds a workshop on Government eServices Excellence

The Information Technology Authority (ITA), in collaboration with the General Secretariat of the Council of Ministers, and Ministry of Civil Service, conducted the Government eServices excellence workshop today at Oman Convention and Exhibition Center. The workshop aims to gather more than 80 government entities under one roof to shed light on the services documentation, processes reengineering, and service automation.

The workshop seeks to coordinate the efforts between the government entities to achieve the national objectives of the digital transformation plan, discuss the mechanisms and modern methods to optimize the services, display the detailed stages of costumer journey, and keep up with the execution of the Ministers Cabinet’s directive regarding documenting the government services.

HE Sayyid Salim Bin Musalam Al Busaidi, Undersecretary of the Ministry of Civil Service, gave a speech in which he highlighted that there are 2584 government services. 66 entities completed their service catalog; while 14 entities did not and 50 entities uploaded their catalog in their websites; while 30 did not. He added, “We believe that this workshop will motivate the entities that didn’t complete the services catalog and documentation and those who are behind in the process reengineering and automation phases to move faster and deliver high quality services.”

Dr Salim Bin Sultan Al Ruzaiqi, CEO of ITA, encouraged government entities’ representatives to work hard to keep pace with the continuously evolving digital trends. He said, “Creativity and innovation in our projects is a mandate in the era of the industry 4.0 technologies. This won’t be achieved without collaborative efforts from all parties and digital transformation teams in the government entities are responsible for implementing their transformation plan in all its phases.”

Al Ruzaiqi announced a new initiative from the ITA called government innovate that aims to enhance government performance and services delivery through utilization of emerging technologies like Internet of Things, Artificial Intelligence, Blockchain and others. The details of the initiative will be revealed in the next digital transformation teams meeting in April.

The ITA is keen on improving the services and facilitating and documenting the procedures in order to increase the efficiency of the entity’s work, better serve the costumer and measure the effectiveness of the methodology in hand.

Through this event, the ITA aims to establish a number of values such as reinforcing the culture of creativity in providing eServices, providing equal opportunities for all society segments to get high quality services, moving forward quickly in facilitating the procedures and reengineering the processes.

Ibrahim Talib Al Wardi, In charge of director general of eServices at ITA, delivered a presentation in which he highlighted the need to review procedures on a regular basis due to the rapid change in technologies, laws and regulations changes, entities’ restructuring and social and economic changes.

Al Wardi revealed that the ITA will be working on the 4th eAssessment report for the government entities this year and the report focuses on the assessing the services based on certain indicators. These indicators include, quality management, service delivery channels, efficiency of services procedures, digital integration, services automation, and eServices indicator. Al Wardi added, “Today’s workshops will support speed up the completion of documentation and business processes reengineering phases in order to automate the services. We have set an action plan for the government entities to follow up and we hope to accomplish the goals set by the end of this year.”



ITA is a Public Authority created by Royal Degree 52/2006. ITA endeavours to consolidate and implement the Digital Oman strategy to transform the Sultanate of Oman into a knowledge-based economy for the achievement of social and economic benefits to Omani society. ITA’s vision is ‘Transforming Oman, Empowering You’. For more information, visit or email to

For more information or media clarification, please contact:

Sumaiya Humaid Al Kindi

Media Specialist

Information & Awareness Division

Telephone:             +968 2414 9513

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© Press Release 2019

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