In line with the Royal Directives to accelerate the implementation of the Government Digital Transformation Program 2021–2025, and in recognition of the importance of providing simple, efficient public services, the Ministry of Transport, Communications and Information Technology, in cooperation with the Oman Vision 2040 Implementation Follow-up Unit, is organizing the “Manjam” Labs to simplify government procedures. These labs are managed in collaboration with the concerned government entities and all stakeholders involved in the service delivery journey.
Believing in the vital role of individuals in the continuous improvement process and in the importance of community participation in enhancing service quality and aligning services with the needs of beneficiaries, the Ministry welcomes the participation of community members who benefit from government services. Individuals are invited to attend in person to highlight key challenges and offer improvement suggestions that reflect the realities of service users.
The initiative targets 1,731 government services, which will undergo service re-engineering across four phases. Each phase spans three months and focuses on a specific group of service sectors, where intensive labs are held for each sector individually.
Manjam Labs has announced a four-step work track. The first step involves convening representatives from relevant institutions and community members to map the current service journey. The second step includes identifying challenges and weaknesses, presenting proposed digital improvements, and redesigning the future service journey. The third step involves submitting a comprehensive document of the lab’s outcomes for review by stakeholders and the quality assurance team. The final step is to revise the document and validate its final version, which is approved by the Directors General of the respective institutions.
The efforts of Manjam Labs aim to align government services with the needs and expectations of beneficiaries, considering the usage context and addressing barriers that hinder service accessibility. The labs also support government entities in accelerating the production of streamlined, high-efficiency procedures, resolving complexities in current service workflows, and promoting knowledge-sharing and skill-building to ensure the adoption of best practices in service quality enhancement.
These labs activate the role of the community in co-developing government services. Beneficiaries have been able to register electronically to participate in each phase—either through in-person attendance in lab sessions and direct decision-making participation or through digital channels such as completing online surveys. This approach reinforces a culture of partnership between the government and society and embodies a practical model for citizen engagement in policymaking and service design.
Manjam Labs has delivered tangible results in simplifying government services and improving the user experience through three key phases of collaborative work and digital participation. During the first phase (January–March 2023), 145 services were streamlined with the involvement of over 300 institutional representatives and 50 community participants, covering nine key government entities. The second phase (May–July 2023) targeted 120 services, with contributions from more than 100 government entities and 100 individuals from the public—demonstrating a comprehensive development approach. In the third phase, outputs from eight life journeys were adopted, covering 45 essential services, including birth registration, issuance of official documents, marriage services, and social care. This phase placed emphasis on proactive service delivery and the provision of bundled service packages for greater ease of access.
On a broader scale, the initiative succeeded in streamlining 2,199 out of 2,869 targeted government services between 2021 and 2023, achieving a 41% completion rate. This outcome reflects Oman’s commitment to a “user journey” methodology and to delivering more integrated and efficient digital public services, in line with a forward-looking vision rooted in transparency and meaningful community engagement.
Copyright © 2025 Ministry of Transport, Communications and Information - Technology