Overview
The digital transformation project for the Ministry of Local Administration represents one of the leading national initiatives in the field of e-government, implemented by RealSoft with the aim of enhancing user experience and improving the efficiency of municipal services for individuals and institutions.
The project aims to automate municipal services, connect them electronically with service partners, and unify procedures across the Kingdom to ensure fairness in service provision and faster completion.
The scope of the project included the automation of a wide range of essential services, including various types of professional licenses, advertising permits, and building permits, in addition to several other services, such as issuing permits and different types of clearance certificates.
Challenges
The project encountered several challenges during implementation, the most notable of which were:
- Variations in procedures and workflows between municipalities
- The geographical distribution of 104 municipalities across the Kingdom
- Resistance from some employees toward digital transformation
- Multiple service partners with varying levels of technical readiness in terms of:
- Availability of automated systems
- Accuracy of information provided through system integration
- The partner’s ability to provide the required integration capabilities
Solutions
To ensure the success of the project, a set of practical solutions was adopted:
- Formation of specialized committees from the municipalities to unify and approve procedures
- Providing alternatives to electronic integration when a partner was not ready, by offering dedicated screens and functional roles for service partners to perform the required actions
- Developing a comprehensive rollout plan including:
- Training municipal employees by conducting TOT (Training of Trainers) programs
- Field visits and practical training
- Producing instructional videos for the systems
Implementing QR codes on service outputs to ensure their acceptance by government entities
Results
The implementation of the project led to a set of tangible results:
- Unification of procedures and functional roles across the Kingdom
- Faster processing and improved service efficiency
- Reduced human error thanks to automation
- Enhanced administrative oversight through accurate statistical and financial reports, in addition to detailed activity logs
This project stands as a successful model for applying digital transformation in the government services sector and reflects RealSoft’s commitment to supporting development and modernization efforts in the public sector.
