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

Core Content

This case study explores the World Bank's support for digital transformation in Jordan through a GovTech (Government Technology) approach, focusing on improving public service delivery, enhancing citizen trust, and renewing the social contract. The initiative is part of the World Bank's broader GovTech: Citizen-Centric Service Delivery, Renewing the Social Contract in MENA program under the Advisory Services and Analytics (ASA) work.

The Government of Jordan has launched a comprehensive digital transformation strategy, with the goal of creating a unified digital platform called Sanad to provide integrated, user-centric public services. The strategy emphasizes a whole-of-government approach, data governance, and the importance of citizen engagement in shaping digital services.

Main Points

• Sanad Platform:

  • A single sign-on digital services platform hosted on the government cloud.
  • Initially available as a mobile app, it will be fully functional online by the end of 2024.
  • Offers over 500 digital services as of end-2023, including passport issuance, certificate services, digital signatures, and online payments.
  • Digital ID activation is a key component, with around 810,000 activated as of 2023.

• Digital Transformation Strategy (DTS):

  • Adopted in 2021, it outlines the path for public sector modernization.
  • Includes plans for centralized digital infrastructure, data center, middleware, open APIs, and enabling policies such as data privacy and digital signatures.
  • Serves as the framework for all GovTech initiatives in Jordan.

• Public Service Delivery:

  • The government has digitized 178 new public services and conducted a public value assessment of 25 key e-services.
  • A National Service Register (NSR) has been established to list all 2,400 government services and the required documentation.
  • The goal is to use real-time data from the NSR to improve service performance.

• Citizen Engagement:

  • Includes the “At Your Service” (Bekhedmetkom) platform for citizen feedback.
  • Open data initiatives have led to an increase in ODIN score by 13.7 percentage points from 2020 to 2022.
  • Outreach programs target refugee camps and large companies to increase digital ID adoption.

• GovTech Enablers:

  • Focus on leadership, institutional strengthening, skill development, and innovation.
  • Includes support for digital IDs, regulatory sandboxes, and public investment management systems.
  • The National Unified Registry (NUR) was created to improve the targeting of government cash transfer programs.

Key Initiatives Supported by the World Bank

Key Challenges and Lessons Learned

• Institutional Resistance: Some ministries are reluctant to share data and integrate services, requiring strong leadership and change management.
• Human Resource Constraints: Implementation capacity is heavily dependent on technical skills, which are in high demand and difficult to retain.
• Agile and Multisectoral Support: The World Bank's support should be flexible, iterative, and cross-sectoral to address the dynamic nature of digital transformation.
• User-Centric Approach: A shift from government-first to user-first is necessary for effective service delivery and trust-building.
• Data Governance: Robust data governance and standardization are critical for ensuring data privacy, interoperability, and trust in digital services.

Conclusion

The Jordan GovTech case study highlights the importance of a comprehensive digital strategy, cross-government collaboration, and citizen engagement in achieving successful public sector transformation. It also underscores the need for agile project management, strong institutional leadership, and effective data governance to ensure the sustainability and impact of digital initiatives. The World Bank's role in supporting these efforts has been instrumental in advancing Jordan's digital transformation and aligning it with global best practices in citizen-centric service delivery and social contract renewal.