Manjam Labs for Simplifying Service Processes Approves 8 user Journeys

Manjam Labs for Simplifying Service Processes Approves 8 user Journeys

May 20, 2024

As part of the ongoing efforts of Manjam Labs to streamline government procedures under its third phase, which is a key initiative of the Government Digital Transformation Program (2021-2025), a number government officials have approved the outcomes of 8 user journeys. These 14 journeys incorporate 45 services targeted for ocedural simplification in this phase.


The user journeys include:


1. Newborn Registration: Services include newborn registration, issuance of birth certificates, new personal ID cards, first-time Omani passport issuance, opening bank accounts, and benefit registration.


2. Marriage Package : Services include marriage counseling (awareness, guidance, and preparation), pre-marriage examinations, and marriage contract registration.


3. Home Care for the Elderly: Services include elderly benefits, regular care and check-ups, home care for the elderly, and accommodation in social care homes.


4. Separation and Its Consequences: Services include family counseling, documenting divorce or annulment, legal rights of the divorced woman (deferred dowry, waiting period alimony, post-divorce alimony), agreements on custody and alimony, visitation and travel arrangements for the child, issuing the child's documents, and enrolling the child in nurseries and schools.


5. Disability Care: Services include disability diagnosis, requesting a disability card, benefit registration, requesting assistive devices, issuing disabled parking permits, and economic and social empowerment for the disabled.


6. Child Protection and Abuse Response: Services include receiving reports, recording complaints, gathering evidence (forensic, testimony, social research), issuing medical reports, submitting evidence, issuing verdicts, and following up on cases of abused children.


7. Death of Loved Ones: Services include reporting deaths, issuing death certificates (for Omanis and residents), inheritance declaration and agency, estate division in case of agreement/disagreement or presence/absence of minors, and requesting pensions and funeral expenses.


8. Service Duration Inclusion: Services include requesting inclusion of service durations, providing data on previous service durations, collecting due amounts, and approving the requested duration inclusion.


The third phase engaged numerous government entities, including the Ministry of Health, the Supreme Judicial Council, the Social Protection Fund, the Royal Oman Police, the Ministry of Foreign Affairs, municipalities, the Ministry of Social Development, the Ministry of Education, the Security and Military Agencies Retirement Fund, the Ministry of Labor, the Central Bank of Oman and private banks, Petroleum Development Oman, the Ministry of Justice and Legal Affairs, and the Ministry of Endowments and Religious Affairs.


Key recommendations from the labs include:


- The introduction of a one-time application feature that bundles several services into a single package, thus expediting the process and delivering it to the beneficiary more swiftly.

- The provision of proactive services, eliminating the need for beneficiaries to request them.


Recommendations highlighted the need for revising laws and regulations related to these journeys, supporting and training specialized human resources, ensuring data integration across government institutions, and delineating roles and responsibilities among related entities.


Manjam Labs for Simplifying Government Procedures (Phase Three) commenced in February, focusing on a life stages and events methodology for selecting targeted services. This approach emphasizes essential and supportive services along the life path of individuals, from birth to death, addressing beneficiaries' needs at various life stages. The labs involved community members and institutions to provide feedback on simplifying government service procedures. This third phase will continue until July.


Notably, the life stages and events methodology applies a package model and comprehensive user journey, representing the entire experience beneficiaries undergo to achieve the final service outcome. This model spans several stages that vary based on different segments and needs of beneficiaries, aiming to enhance procedures for a set of services provided by one or multiple institutions, covering specific stages in the beneficiary's life events.