Tuesday 25 / February / 2025
Muscat: The Sultanate of Oman has decided to accelerate its digital transformation plan this year. As part of the initiative, almost 80% of essential government services are expected to be available online in 2025. These include launching the first package of priority services through the unified national portal for electronic services and introducing a unified mobile application for government digital services.
The 2024 Annual Digital Transformation Report, issued by the Ministry of Transport, Communications, and Information Technology, revealed that the overall performance of the Government Digital Transformation Programme, Tahawul, reached 73% by the end of November 2024, up from 53% in 2023.
The average performance of government entities in meeting digital transformation requirements stood at 77%, while governorates achieved an average of 71%.
These figures reflect the performance of 49 government entities and governorates assessed in the 2024 Government Digital Transformation Excellence Measurement.
A major leap forward
The report highlights a significant advancement in digital transformation in 2024, with four government entities achieving the advanced level for the first time, representing 8% of the assessed entities.
These entities are Muscat Governorate, Telecommunications Regulatory Authority, National Centre for Statistics and Information and Oman Investment Authority.
Additionally, 38 entities (78%) attained the above-average level (Green), while six entities (12%) were classified at the average level (Yellow). Only one entity (2%) was rated below average (Red), with no entities classified as low-performing (Black).
The report also identifies the highest-performing service-oriented entities in achieving digital transformation in 2024 - Muscat Governorate, the Telecommunications Regulatory Authority, and the Royal Oman Police.
Meanwhile, the top-performing non-service entities include the Oman Vision 2040 Implementation Follow-up Unit, the National Centre for Statistics and Information and the Oman Investment Authority. These entities have demonstrated a strong commitment to enhancing digital efficiency and advancing government services in line with best practices.
Enabled for Oman Vision 2040
Engineer Saeed bin Hamoud Al-Maawali, Minister of Transport, Communications, and Information Technology, stated that the Government Digital Transformation Programme, 'Tahawul' (2021-2025), aligns with the government's vision to enhance the efficiency of the organisational and administrative structure, develop business models based on integration and transparency, improve processes, and support data-driven decision-making.
He emphasised that digital transformation is a cornerstone of national strategies and Oman Vision 2040, which focuses on fostering a society of creative individuals, building a competitive economy, ensuring a responsible government, and promoting a sustainable environment.
He highlighted that 'Tahawul' enhances government performance efficiency, streamlines procedures, improves user experience, fosters government innovation, and delivers advanced digital services.
The programme also supports planning and data-driven decision-making, predictive analytics, supply chain and value-added management, and enhances government spending efficiency.
Additionally, it contributes to economic growth and investment, reinforcing GDP. He commended government entities for their efforts in strengthening the digital infrastructure, which underpins digital transformation, and for developing policies and regulations that create an environment conducive to innovation.
These efforts aim to build an advanced digital society that aligns with evolving aspirations.
Simplification and Digitalisation of Services
Streamlining procedures and digitising government services are key components of the government’s digital transformation efforts, aimed at enhancing service efficiency for citizens and residents.
According to the report, 2,680 services were simplified between 2021 and 2024, achieving 93% of the total target of 2,869 services set for simplification by the end of 2025.
Among these, 481 services were simplified in 2024 alone. Regarding digitalisation, the report stated that 1,700 services were digitised between 2021 and 2024, including automated permit activities, out of a total target of 2,523 services set for digitalisation by the end of 2025. This represents 67% progress in the digitalisation of priority services, with 355 services digitised in 2024.
Digital Platforms
Digital platforms are a crucial part of the digital infrastructure, enhancing service accessibility and improving the operational efficiency of government entities.
Government entities in the Sultanate of Oman are actively developing digital applications and platforms to deliver more efficient services to citizens and residents, offering innovative solutions that enhance user experience and streamline processes.
In 2024, a total of 11 government mobile applications were launched and developed.
The report highlighted several government digital platforms introduced to enhance service delivery. The Taheel platform by the Ministry of Social Development and the “Tatwir”, “ Amlak “platforms , launched by the Ministry of Housing and Urban Planning, streamlines real estate services, while the Supreme Judicial Council's E-Judiciary Services Portal improves access to legal services.
The Environment Authority introduced the National Air Quality Index Platform (Naqi) to provide real-time environmental data and the Ministry of Energy and Minerals launched the Taqa platform to support energy sector management.
Additionally, the Ministry of Commerce, Industry, and Investment Promotion developed the Hazm and Ma'roof Oman platforms to facilitate business and investment services.
Furthermore, electronic portals have been launched for Al Buraimi, Al Wusta and South Al Batinah governorates.
These digital platforms play a vital role in advancing government digital transformation efforts, reinforcing Oman's commitment to delivering innovative and sustainable services that align with the objectives of Oman Vision 2040.
Digital Projects
The report highlighted key achievements in implementing digital projects and centralised or shared solutions, which are integral to Oman's digital transformation efforts.
One of the key initiatives is the Government Unified Portal for E-Government Services, designed to serve as a centralised digital platform for all government services. The portal’s overall performance has reached 73%, with the first phase of development and user experience enhancements completed. Additionally, the design phase for the unified mobile application for digital services has been finalised. The technical integration reference guide has been launched, and the strategy for digital content development for government services and the portal has been approved and implemented.
The portal is set to be officially launched by the end of February 2025, with 10 government entities integrated into the first phase.
The report also reviewed the National Open Data Platform, which aims to consolidate open data from various sectors into a single platform. The project has reached 63% completion, with efficiency testing, quality assurance, and linguistic content auditing currently in progress. The first phase focuses on integrating data from 20 government entities.
To enhance system integration, the report highlighted that the total number of data exchanges via the National Digital Integration Platform exceeded 471 million transactions by January-November 2024. This represents a 73% increase in data exchanges between 2023 and 2024, compared to a 7% increase between 2022 and 2023.
Since the platform's launch in 2017 until November 2024, a total of 1.4 billion data transactions have been exchanged, reinforcing its critical role in enabling secure and seamless data sharing among government entities.
Impact of Digital Transformation
The report highlighted the impact of government digital transformation in enhancing performance and improving the digital user experience. Between January and November 2024, more than 26.989 million government transactions were completed digitally across 48 government entities, compared to 9.427 million transactions in 2023.
Additionally, the percentage of government entities equipped with remote access solutions and technical infrastructure increased to 88% in 2024, up from 56% in 2023. Moreover, 267 government services were fully automated, eliminating the need for human intervention, thereby accelerating processes and enhancing
efficiency.
The average user satisfaction rate for digital services across 48 government entities reached 77%. The report also highlighted an increase in the number of entities with an approved change management plan for digital transformation, rising to 55% in 2024, compared to 17% in 2023—demonstrating ongoing improvements in user experience and service quality.
Furthermore, 66% of planned digital transformation projects were successfully implemented across 57 government entities between 2022 and November 2024.
Additionally, collaboration with over 26 small and medium-sized enterprises (SMEs) was established to support government digital transformation projects.
International, Regional and Local Recognition
The Sultanate of Oman has received global, regional, and local recognition for its achievements in digital transformation. It has won several awards that highlight its leadership in adopting digital solutions and its role in promoting sustainable development.
On the global level, Oman advanced nine positions in the E-Government Development Index, ranking 41st globally out of 193 countries in the United Nations E-Government Survey 2024. This reflects the country's progress in developing its digital infrastructure, in alignment with its digital transformation vision.
Additionally, Oman was awarded first place at the World Summit on the Information Society, represented by the Financial Services Authority, for the Digital Disclosure Platform (Bayanat), reaffirming its commitment to enhancing transparency and leveraging technology in the financial services sector.
On the regional level, the Electronic Census of Population, Housing and Establishments 2020 won the Sheikh Salem Al-Ali Al-Sabah Informatics Award in its 23rd edition under the Digital Transformation in Sustainable Development category.
The project also received the Arab Government Excellence Award in its 3 rd edition for Best Initiative and Government Development Experience, demonstrating its pioneering role in improving government operations through digital technologies.
On the local level, the Government Digital Transformation Programme 'Tahawul' won the Best Static Marketing Identity Award at the Omani Marketing Initiative (TOMI Awards). This award reflects the programme’s commitment to building a strong digital institutional identity that enhances awareness of digital transformation and its strategic objectives.
Policies and Guidelines
The report highlighted key policies and guidelines introduced in 2024 to enhance digital governance. The Digital Participation Policy and Guide was designed to help government entities implement digital participation plans, ensuring beneficiary- centred services and solutions. The Guideline for User Experience of Government Digital Solutions and Products focuses on creating high-quality digital services that prioritise user needs.
The Digital Guide for Indexing Government Services was introduced to organise and classify services for better accessibility, while the Digital Access Guide ensures inclusivity by making digital services accessible to all community groups, including people with disabilities and the elderly.
Empowering National Competencies
In 2024, several key initiatives were undertaken to empower national competencies and enhance capabilities in digital transformation. These efforts included supporting 12 government entities through the Digital Transformation Project Management Camp (3rd edition), organising the Change Leadership Programme in Digital Transformation (3rd edition) and hosting the Government Digital Transformation Forum (2nd edition).
Additionally, several strategic initiatives were introduced to strengthen digital transformation efforts across government entities. These included the Digital Communication Management Strategy for the Government Digital Transformation Programme, the First Digital Excellence Award in the Government Sector, and the Governorates Digital Transformation Ambassadors Initiative. Moreover, the Master’s Programme in Digital Transformation and Innovation was launched in collaboration with the University of Technology and Applied Sciences to further develop expertise in the field.
Furthermore, a collaboration with Gartner was established to support government digital transformation and provide specialised consulting services, reinforcing Oman's commitment to fostering innovation and digital excellence.
Targets for 2025
Other major initiatives include the launch of the National Open Data Platform, the Smart Chat Platform for government digital services and the Central Platform for Government Notifications and Electronic Transaction Management. As well, the Government Digital Innovation Initiative will be introduced, along with a strategy, framework and tools for change management in government digital transformation.
Moreover, the programme aims to organise two marketing and awareness campaigns on government digital services, complete the first phase of empowering national competencies in the government sector for digital transformation, and finalise the first phase of the National Records Project. These efforts are designed to strengthen digital adoption, enhance awareness, and build capacity within
government entities.
Furthermore, the programme will host the second edition of the Government Digital Transformation Excellence Award and the third edition of the Government Digital Transformation Forum. It will also adopt the Digital Transformation Roadmap for 2026-2030, ensuring a structured approach to advancing digital transformation initiatives in the coming years.
