The Digital Transformation Podcast (DTP) is Tradenet’s original podcast series produced inhouse. In this podcast series, we explore how technology is driving the digital transformation of the way we live, work, and connect with each other.

In the latest episode of DTP, one of our own Solutions Analysts joined us to explore how service standardisation is helping government agencies in the Maldives provide faster, smoother, and more citizen-focused services. 

Service standardisation refers to creating a consistent structure across government services, making them easier to recognise and use, both for the public and service providers. It covers every stage of a service lifecycle: from user application, to service processing, to issuing output documents, and communicating updates to applicants.

This article aims to expand on the key ideas shared during the episode, specifically in terms of service standardisation.

To see service standardisation in effect, let's take a look at how the oneGov team handles the standardisation of the Food Establish Registration service, provided by the Maldives Food and Drug Authority (MFDA), to make it available through the platform.

You can watch the latest episode of the Digital Transformation Podcast here.

The Challenge of Manual Processes

Most existing government services were originally designed for manual delivery. This made the services difficult to digitise without significant reengineering, starting with the interview collection phase. 

With the Food Establishment Registration service, applicants needed to submit physical copies of their identification papers, along with other documents such as a detailed floor plan of the establishment and building use permits.

Following service application, these physical documents were stored and managed within the government entity, to be referenced and used during the processing of the service. This created the risk of documents being damaged, misplaced, or misattributed, potentially creating more delays in service delivery.

Service standardisation can help reduce errors and delays in service delivery by replacing manual, paper-based processes with clear digital workflows. It also makes it so users need not submit redundant information such as identification details repeatedly.

Re-engineering Services for Digital Platforms

Digital transformation is not just about putting forms online. It also means equipping service providers with tools that support their internal operations. 

When reengineering the Food Establishment Registration service for oneGov, the oneGov team worked closely with the service providers to identify inefficiencies and remove bottlenecks.

We studied the overall workflow of the service, taking time to clearly understand user and agency needs. We were also able to identify redundancies in the process and suggest possible solutions to them. 

Although different government entities have different internal policies, the work done to deliver services to the public remains largely the same. This allowed us to look at other similar services from other agencies and suggest standardised solutions to some of the issues faced when delivering this specific service. 

Further service standardisation will enable the oneGov team to re-engineer a wider range of services more efficiently. Shared patterns across agencies make it easier to apply tested solutions. This leads to faster digital rollout and a more consistent user experience.

Building and Launching Services

Services on oneGov are divided into core and supplementary services. Core services are what is considered the main service, usually an application service. Supplementary services on the other hand are related services that allow for changes, renewals, cancellations, and other similar alterations to the outcome of an existing service.

In the case of Food Establishment Registration, the core service is applying for the registration, while the supplementary service is renewing this registration. 

Once, these supplementary services required applicants to fill out a full application again. However, following the re-engineering and standardisation of these services through oneGov, the entity only needs to collect the new information needed for the supplementary service. 

This change goes a long way towards reducing redundancy and simplifying both the user experience and the service delivery experience.

Real-Time Application Tracking

One of the issues plaguing legacy systems of public service delivery is a lack of transparency on the status of the service the user applies for. This ambiguity has been widely reported to be a cause of frustration and anxiety among applicants of government services. 

However, oneGov has brought unprecedented transparency to service application and application progress tracking.

When applicants apply for the Food Establishment Registration service, the first way we let them know that the process is underway is by sending them an SMS and email to let them know that the submission has been successful. 

Additionally, each application comes with a unique reference number, allowing applicants to track milestones like submission, verification, evaluation, and approval for their service. This information is updated as the application goes through various stages of processing.

One factor that makes this milestone system work is that most government entities follow similar processes. This means that the steps of service processing are largely the same. 

Representing service steps as standardised milestones makes it easier for users to track the progress of any application, regardless of the service or provider.

Improving Operational Efficiency

Different agencies often use different terms for similar processes. By standardising services and language, oneGov helps identify patterns and shared challenges across agencies. This makes it easier to develop reusable solutions and strengthens interagency collaboration.

In the case of Food Establishment Registration, most of the terms used in the service application process are similar to those used in other similar services that also have an ‘apply’ core service with a ‘renew’ supplementary service. 

Standardising terminology like this on the oneGov platform allows for users to become more familiar with more services from more service providers on oneGov. It also improves operational efficiency on the service provider side by removing niche terminology to enable smoother inter-department or interagency communication. 

Easy Configuration for Agencies

Although services are currently configured by the oneGov team, the platform is designed so agencies can eventually manage their own services. 

The tools are simple to learn and do not require advanced technical skills. What matters most is domain knowledge. All it requires is understanding how the service works and what the user needs, which are information that service providers at government entities already possess.

Currently, the Food Establishment Registration service has ‘apply’ as a core service and ‘renew’ as a supplementary service. If the internal policies of the MFDA changed, service providers from within the entity can easily configure the service to reflect these changes as needed.

The tools available in the oneGov suite already have the capability of digitalising 80 to 90 percent of all existing government services, with flexibility built in for more complex cases. Once digitalised through oneGov, reconfiguring them is also simple and approachable.

Automatically Generating Output Documents

Each service produces an output document, such as a licence or certificate. Within oneGov, these documents are generated automatically using templates configured during service setup. 

This not only saves time but also ensures consistency. Documents are emailed to users and stored in their digital locker on the platform, and are easy to verify using features like QR codes that display key information such as the reason the document was issued. 

For the Food Establishment Registration service, the output document is either the approved registration or the renewed registration in the case of the supplementary service. 

These documents are created using tools within the oneGov suite and follow a standardised design, making them easier to read, consistent with output documents from other government entities, and easier to track through digital delivery and secure storage in the user’s personal locker.

Service standardisation is at the heart of transforming public service delivery in the Maldives. By creating a unified structure for how services are designed, delivered, and tracked, oneGov makes it possible for government agencies to operate with greater clarity, consistency, and coordination.

Through standardisation, agencies can align their processes, use common terms, and share tools that reduce duplication and improve efficiency of service delivery. 

Citizens, in turn, benefit from a more predictable and user-friendly experience, whether they are applying for a licence, updating information, or receiving official documents.

As more services are reengineered through this approach, service standardisation is proving to be a critical enabler of digital transformation, paving the way for a government that is more connected, more responsive, and more focused on the people it serves.