Mangam Labs:

Mangam Labs are an effective hub of reshaping the way government services are introduced and implemented. Manjam in Arabic means “ A Mine”, a term that reflects the act of extracting the best final gem of an existing product. Manjam aims at creating a unified level of quality government services that are efficient and easy to use. It enables government entities to implement a full re-engineering of the service process targeted. The services where identified as per a matrix that includes their impact and priority to the user. This includes a later stage that accommodates the implementation plan of re-engineered services as a part of the Government Digital Transformation Program 2021-2025.

This initiative comes in line with the Royal directives to accelerate the implementation of the Government Digital Transformation Program, highlighting  the importance of simplifying and improving service procedures to ensure efficiency. The Ministry of Transport, Communications and Information Technology in collaboration with the Oman Vision 2040 follow-up Unit,   run   Manjam Labs  with the wide cooperation from different government entities responsible for providing services to the individuals and businesses. 

Valuing the user’s opinion in all service processes, , the Ministry welcomes all stakeholders, individuals and businesses to take a part in Manjam to reflect the actual challenges and expectations that need to be fulfilled.

About the Labs:

● Target 1731 government services
● re-Engineers services over 4 stages
● A 3 months period for each stage
● Specific service sectors in each stage 
● Intensive labs for each service sector separately

Goals:

● Creating a close alignment between the users’ requirements and government services required. 
● Enabling and supporting government entities to accelerate fulfilling the requirements of services re-engineered processes for a better efficiency.  
● Handling complexities in government services and procedures
● Applying Knowledge sharing and skills building to ensure  shared level of the best practices in improving service quality.

Community Participation:

Beneficiaries from the services of each stage are given a choice to register online to participate in the labs through:
● In-person: Attending labs in-person and participating in decision-making
● Digital: Participating in electronic polls

Labs Mechanism: 

First step:

● Meeting of representatives of the entities providing a particular service along with the community representatives. 
● Describing the current service path  

Second step:

● Addressing challenges and weaknesses
● Proposing digital improvement
● Envisioning future service path

Third step:

● Submitting a detailed document of the labs outputs
● Reviewing the document with stakeholders and with the Quality Control Team

Fourth step:

● Revising the document and reviewing it with stakeholders.
● Getting approval for the final document from general managers.

Stage 1: (January-March)

Simplifying 145 services
300 institutional participants
50+ community participation
Target institutions:
1. Ministry of Health
2. Ministry of Labor
3. Nama Group
4. Royal Oman Police
5. Ministry of Housing and Urban Planning
6. SMEs Development Authority
7. Ministry of Commerce, Industry and Investment Promotion
8. Office of the Minister of State & Governor of Muscat
9. Ministry of Agriculture, Fisheries and Water Resources

Stage 2: (May-July)

Targeting 120 services
100+ institutional participants
100+ community participation
Target institutions:
1. Public Authority For Social Insurance
2. Ministry of Higher Education, Research and Innovation
3. Public Prosecution
4. Ministry of Heritage and Tourism
5. Supreme Judiciary Council 
6. Ministry of Transport, Communications and Information Technology
7. Ministry of Energy and Minerals
8. Ministry of Commerce, Industry and Investment Promotion
9. Ministry of Housing and Urban Planning