The Electronic Transformation Project for Jordanian Ministry of Interior Services represents a multi-phase government initiative within the national e-government program for developing and implementing cross-governmental services. The project covers a range of Ministry of Interior services delivered through its various directorates, particularly the Directorate of Nationality, Investment and Foreigners Affairs, and the Follow-up and Inspection Directorate, with the goal of providing more structured, accessible, and efficient electronic services.
The project was implemented between 2017 and 2026 across multiple phases and separate contracts, with a total duration of 8 years. It was delivered for the Jordanian Ministry of Interior by Specialized Database Company – Balqa, focusing on automating ministry services that include visas, various residency services, nationality-related services, and services of the Follow-up and Inspection Directorate. The final outcome was a fully integrated electronic service system through which applications can be submitted via the web, mobile, and the Sanad government application.
Project Facts
- Project Name: Electronic Transformation Project for Jordanian Ministry of Interior Services
- Project Duration: 8 years
- Implementation Period: 2017 to 2026
- Sector: Government sector
- Client: Jordanian Ministry of Interior
- Implemented By: Specialized Database Company – Balqa
- Solutions and Services Provided: Automation of Ministry of Interior services including visas, residency services, nationality-related services, and Follow-up and Inspection Directorate services, with application submission through the web, mobile, and the Sanad government application
- Objective: Develop the Ministry of Interior e-services, improve service delivery, expand access channels, and reduce reliance on manual procedures
- Target End Result: A fully integrated electronic service system through which applications can be submitted via the web, mobile, and the Sanad government application
Project Overview
This project was launched to develop the Ministry of Interior e-services within a government framework aimed at improving service delivery, expanding access channels, and reducing reliance on manual procedures. The project’s primary objective was to provide electronic services for foreigners, particularly in relation to visas, residencies, and transactions requiring security approvals, in addition to certain services provided to Jordanian citizens.
The project relied on building an electronic system capable of accommodating different transaction types and diverse beneficiary categories, while offering multiple service delivery channels aligned with the needs of users and relevant entities. It also included integration with a number of service partners to support process completion directly from source systems whenever possible.
Service Scope and Integrated Entities
The project covered multiple services within the Ministry of Interior, including visa and residency services, selected nationality services, and services related to the Follow-up and Inspection Directorate. The system operated within an interconnected government environment that required coordination with service partners from various sectors, including the General Intelligence Department, Public Security Directorate, Civil Status and Passports Department, Social Security Corporation, Ministry of Health, and Ministry of Labour.
This integration was implemented through two main approaches. The first was by defining each service partner as a user within the electronic system with specific permissions. The second was through direct integration via web services. This enabled support for procedures requiring data exchange or verification from multiple government entities within the same service cycle.
Challenges and Drivers
The project encountered a set of challenges related to the nature of government services and the number of entities involved. One of the main challenges was the varying readiness of e-service partners in terms of system availability, data accessibility, and the accuracy of information retrieved through those systems. The project also had to serve diverse beneficiary segments, including Jordanian citizens, people from Gaza and the West Bank, children of Jordanian mothers, and foreigners, which required a precise understanding of multiple use cases.
Another challenge was automating most procedures while minimizing manual intervention, especially since the services target multiple nationalities and are used from different countries and time zones. Resistance to change was also present, particularly during the first phase of the project, from some employees affected by the shift from traditional procedures to a digital environment.
At the same time, the drivers behind automation were operationally clear. These included reducing human error by automating as many procedures as possible and retrieving information from source systems, reducing paper and printing consumption associated with manual processing, accelerating transaction completion, and building a data repository and digital indicators to support service analysis and decision-making within the ministry.
Proposed Solution and Implementation Methodology
The project was divided into phases based on the priority of services provided by the Ministry of Interior. Implementation followed an iterative project management methodology, where each service passed through a defined sequence of stages starting with requirements gathering and analysis, followed by screen design and feedback collection, then service development and internal testing within the company.
The service was then presented to the client for review and feedback, after which the required modifications were applied. This was followed by a range of testing activities, including user acceptance testing, quality and user journey testing, performance testing, and information security testing, before actual launch and technical support. This approach helped ensure that movement from one phase to the next was based on real feedback and operational experience, which improved service efficiency throughout the project lifecycle.
Technologies Used
The project relied on a set of technologies. These included Oracle Database 11g for the database layer, Android Studio Java Code and Xcode for mobile application development, ADF 12c for the web system front end, and Apache Superset for reporting and dashboarding.
This technical stack reflects a project architecture designed to support electronic services, enable multiple service channels, and provide reporting and performance indicators within an extended government environment.
Added Value
The project delivered practical value at both the government level and the end-user level. For government entities, the system enabled improved services for individuals and the business sector by making services available around the clock, enhancing service delivery and transparency, increasing public sector efficiency and productivity, and providing mechanisms to monitor performance and KPIs. It also contributed to saving time, effort, and cost, while reducing the workforce needed to operate the delivered services.
For service recipients, the system enabled electronic application submission, electronic follow-up through SMS and email notifications, direct inquiry about submitted applications through the service website, and electronic payment through integration with eFawateerCom. It also enabled printing approval notices for certain transactions through the service portal. These capabilities reflect the practical impact intended by the Electronic Transformation Project for Jordanian Ministry of Interior Services in terms of improving service accessibility and reducing effort for users.
Current Results and Project Phases
The project was implemented across multiple phases, and the transition from one phase to another was based on feedback from completed services. All ministry services have now been fully automated, while additional modifications are currently being studied to complete the automation of certain directorates and include them within the electronic services system.
Implementation Timeline and Phases
The following timeline shows the evolution of the project’s implementation phases in a progressive framework that reflects the phased expansion and development of services:
| Date | Phase |
| 2017-2018 | Phase One – Addition of visa and residency services |
| 2018-2019 | Phase Two – Addition of residency cancellation services and temporary residency extension services |
| 2019-2020 | Phase Three – Addition of the Directorate of Nationality and Foreigners Affairs services |
| 2020-2021 | Phase Four – Addition of the Directorate of Follow-up and Inspection services |
| 2022 | Phase Five – Addition of new services, along with improvements and modifications to the existing system |
| 2023 – 2024 | Phase Six – Integration with the Ministry of Labor and the Ministry of Investment, and addition of services to the Sanad government application |
| 2025 | Phase Seven – Implementation of integration with the Unified Ticket Project at the Ministry of Tourism, and addition of the electronic manifest service for tourism offices |
User Evaluation and Continuous Improvement
The system was evaluated across more than one phase from both the service recipient perspective and the employee perspective. Results were described as good and improving over the years as feedback from relevant stakeholders was reflected across the different implementation phases. This indicates that the project was not delivered as a one-time launch, but as a progressively evolving system shaped by actual operational needs and usage feedback.
