In 2023, the launch of eCitizen services marked a major milestone, going live with 5,000 government services. By 2024, during its commemoration, the platform had expanded to 20,000 services an achievement that signified remarkable progress in digitization.
Many often wonder what it means to have 20,000 services live. Digital transformation is a structured process, starting from requirements gathering to implementation. At this stage, implementors work closely with Ministries, Departments, and Agencies to identify and digitize essential services.
In this context, “services” refers to a more specific breakdown rather than broad categories. For a service to be digitized on the platform, it must match the exact transaction a citizen pays for. For example, instead of simply listing “passport application,” the platform specifies options such as “Passport Application – 34 pages” or “Passport Application – 50 pages,” same applies to passport renewal.
This level of detail helps track revenue more effectively, identifying high-revenue services while simplifying the application and payment process for citizens.With this simplified approach, processes are straightforward, requiring little to no assistance from the MDA’s customer care.
This detailed breakdown of services allows the platform to accurately reflect the total number of services from all onboarded MDAs, resulting in 20,000 services and counting. The precision in categorizing services not only enhances transparency but also facilitates easy access for citizens, making the user experience seamless and efficient.