2024-03-13-世界银行-约旦_SANAD数字政府服务门户网站（英）_17页_11mb

报告摘要

Summary of Jordan's SANAD Portal for Digital Government Services

About the Portal:
The SANAD Portal is a single sign-on digital platform launched in Jordan with support from the World Bank's Jordan Youth, Technology, and Jobs (YTJ) Project. It offers over 400 government e-services, enabling users to access personal records, apply for licenses and permits, schedule appointments, sign documents, and make payments.

Context and Objectives

Jordan faces challenges like high unemployment (23%) and low female workforce participation.
The government aims to improve public service efficiency and service delivery through digital transformation to stimulate economic growth, job creation, and financial inclusion.
The Digital Transformation Strategy includes guiding principles like "digital by default," "one-stop shop," and "leaving no one behind."

Key Features of SANAD

Available on mobile (iOS/Android), web, and physical kiosks.
Based on open-source technology and uses a hybrid cloud model.
Has recorded over 3 million downloads and 4 million hits since launch.
Plays a role during COVID-19, such as digital vaccination management.

Implementation Progress

Two phases implemented:
- Phase 1: Basic informational portal (completed).
- Phase 2: Integration of all services (ongoing).
Digital ID activation is a prerequisite for full functionality; it can be done remotely or at physical stations.

Lessons Learned

Purpose-Driven Digitization: Aligning digital efforts with broader development goals shows commitment.
Incremental Approach: Gradual integration reduces political pushback, while user-centered design is critical.
Stakeholder Engagement: Coordinating across government and private sector and addressing bureaucratic resistance are key challenges.
Capacity Building: Tackling skills and human resource shortages is essential, especially through training and public-private partnerships.

Next Steps

Expanding digitization to more services and embedding digital payments.
Implementing a National Register of Government Services for performance analysis.
Enhancing feedback mechanisms (e.g., "At Your Service" platform) to improve service monitoring and inclusivity.
Strengthening inter-agency coordination and user engagement throughout service delivery cycles.

Supported by the World Bank's GovTech Global Partnership.

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