约旦世界银行政府技术运营：数字化转型案例研究（英）2024

World Bank GovTech Operations in Jordan: A Digital Transformation Case Study

Executive Summary

The Government of Jordan aims to enhance public service delivery through a user-centric approach, driven by the government’s Digital Transformation Strategy (DTS). The goal is to create jobs and attract private investment in a context marked by high unemployment and economic uncertainty. The Digital Transformation Strategy includes a comprehensive digital platform called "SANAD," which is being developed with World Bank support.

Key Components of SANAD

• Purpose: SANAD is a single sign-on digital services platform hosted on the government cloud, designed to become the backbone for online service delivery.
• Current Status: As of the end of 2023, SANAD has incorporated over 500 digital services, including:
  • Personal record retrieval
  • Passport issuance and renewal
  • Lost or damaged driving license replacement
  • Birth, marriage, divorce, and death certificate issuance
  • Health insurance card issuance
  • Social security application services
  • Non-criminal certificate issuance
  • Certificate of good conduct issuance
  • Import and export application services
  • Digital signature for documents
  • Payment of bills and fees
  • Appointment scheduling for government services

Digital ID and Service Uptake

• Digital ID Activation: Citizens can now activate a digital ID that allows access to transactional services through SANAD. As of the end of 2023, approximately 810,000 digital IDs have been activated.
• Service Usage Growth: According to the government’s 2022 Household ICT Use and Prevalence Survey, 23% of individuals aged 18 and above had received public e-services, up from 14% in 2021.
• Expansion Plans: The government plans to expand digital ID usage to non-Jordanians in 2024 and will facilitate activation at refugee camps. Additionally, the government is building Government Service Centers in each governorate, with four already open.

Institutional Reforms and Performance Improvements

• Enabling Reforms: Initiatives include adopting the government’s DTS, improving data transparency, enhancing citizen feedback mechanisms, and digitizing public procurement.
• Public Value Assessment: A public value assessment reviewed 25 key e-services, leading to improvements based on the assessment’s recommendations.
• National Service Register (NSR): The NSR lists all 2,400 government services, along with required documentation, facilitating better service delivery.

Challenges and Future Directions

• Institutional Mindset Shift: There is a need for a shift in institutional mindset, particularly overcoming bureaucratic inertia and breaking down organizational silos.
• Human Resources: Recruiting and retaining staff with necessary technical skills can be challenging due to strong market demand and competition with private sector salaries.
• Agile Collaboration: World Bank support should be agile and multisectoral, with flexible, iterative project management to address rapidly changing contexts.

Lessons Learned

• Strong Leadership: Strong leadership and focus on change management are crucial for overcoming bureaucratic inertia and fostering cross-government collaboration.
• Human Resources: Human resources are key to implementation capacity, highlighting the challenges of recruiting and retaining skilled personnel.
• Multisector Collaboration: Cross-sector collaboration among World Bank teams and a flexible, iterative approach are essential for successful GovTech projects.

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This summary captures the main aspects of the Jordanian GovTech initiative, focusing on the development and implementation of SANAD, digital ID usage, institutional reforms, and key challenges and lessons learned.