For generations, accessing government services in the Maldives often meant queues, printouts, and lots of waiting. 

Whether you were renewing a licence, applying for a permit, or requesting an official document, the process could take hours, sometimes days or weeks, and often involved travel, paperwork, and waiting your turn.

Today, platforms like oneGov are transforming that experience. By migrating services online, we’re eliminating travel, cutting down waiting times, and saving citizens both time and money. 

This shift from queues to clicks is more than a convenience. It is a complete reimagining of how public services fit into everyday life.

Time Lost in the System

In the traditional model, service delivery was shaped by physical offices and manual processes. 

Citizens often had to travel to the relevant government office just to begin the process. In most cases, these offices are located in Malé. 

For many, especially those living in outer atolls, the journey itself could take a day or more. Factoring in boat or plane fares, meals, and possibly accommodation, the cost quickly added up.

Once in Malé, they would have to wait in line to collect a paper form, fill it in by hand, and then join another queue to submit it along with the required documents. 

Even after completing these steps, the process was far from over. They would often have to return in person, days or even weeks later, to check on progress or provide additional information.

The opportunity cost was just as significant. Time spent travelling and queueing meant time away from work, family, or other commitments. For businesses, it could mean lost productivity.

The Digital Difference

With digital platforms like oneGov, these barriers are eliminated entirely. 

Citizens can now access services from anywhere with an internet connection, completing applications at any time without needing to take time off work. 

Additionally, documents can be uploaded directly, removing the need for multiple trips to a government office, and progress can be tracked in real time, with updates and notifications provided at every stage.

This flexibility allows people to handle administrative tasks in minutes rather than days. It also removes the uncertainty that once came with service applications. 

Citizens will no longer have to keep wondering if their application form was received or whether they’ve missed a step.

Measurable Time Savings

We’ve seen firsthand how digital access shortens service delivery times. A permit renewal that once required a full day of travel and queuing can now be completed online in under 30 minutes, including document submission and payment.

Similarly, requests for official letters or certificates that previously took several visits can now be submitted in a single online session, with notifications sent when the document is ready. 

In many cases, citizens receive services faster simply because digital processes remove bottlenecks like misplaced paperwork or incomplete submissions.

Cost Savings for Citizens

The time savings go hand in hand with cost savings. Eliminating the need to travel means citizens no longer have to budget for transport, meals, or accommodation just to complete basic administrative tasks.

For residents of outer islands, this can mean saving the money that used to be spent on travel expenses. Businesses benefit too, as straightforward, digitally accessible service design eliminates repeated applications (and fees) and saves their employees time for more business-related and productive tasks.

Even small savings add up. Completing a task online rather than in person means not having to take unpaid leave or pay for childcare while spending the day at a government office. 

Over time, these efficiencies contribute to a more productive and financially stable society.

A More Inclusive System

Digital platforms don’t just save time and money. They also make services more accessible to people who previously found the process difficult or impossible.

For example, those with mobility challenges or caring responsibilities may find it easier to manage applications from home. 

Outer atoll residents, who previously had limited access to certain services, can now engage with government services without needing to travel to Malé.

A Cultural Shift

Moving from queues to clicks isn’t just a technological change. It is a cultural one. It aims to change the way citizens think about interacting with government services. 

Instead of seeing services as a disruption to daily life, people can now handle them quickly and confidently, often in the same time it takes to check their email.

It also changes the expectations citizens have about government services. Once people experience fast, transparent, and reliable digital services, they expect the same level of convenience everywhere, which will in turn encourage further improvements across the public sector.

A Story of Success 

This cultural shift is already taking place. A clear example can be seen with the Food Establishment Registration service, which is provided by the Maldives Food and Drug Authority (MFDA). 

Previously, the process was entirely manual: applicants queued to submit hard copies, or sent scanned forms by email, while staff relied on printed papers, logbooks, and Excel sheets. Delays were common, and gaps in data made the service delivery process inefficient. 

Since moving to oneGov, the service is now fully digital on both the citizen and government side. Applicants can submit forms from anywhere at any time, while processing is handled through oneGov Workplace tools. 

What once took months now takes just days, with records retained digitally in a clean and accessible format. This is just one of the many success stories that showcase how digital platforms can deliver faster, clearer, and more reliable services for all.

The Future Is Faster

The move from queues to clicks is well under way, but we’re still expanding and improving. As more services come to oneGov, the time and cost savings will only grow.

Our goal is clear: to make government services as quick and seamless as possible, without compromising on quality or security. This is because when citizens spend less time waiting in line, they have more time to spend on what really matters; their families, their work, and their communities.

From queues to clicks, the journey is just beginning, and it’s one we’re taking together.