oneGov celebrates its first anniversary. 

We recently marked one year of oneGov in an event attended by the Minister of Homeland Security and Technology and representatives of our partner agencies. The main highlight of the occasion was the speech by the Minister, Mr Ali Ihusaan, who addressed the importance of digitalisation, the challenges we face, and our path forward. Below are the key points from the Minister's speech.

The Needs of the Nation

The Minister began by acknowledging the advanced scale of the oneGov project and the growth it has achieved. He noted how oneGov has transformed digital interactions between the government and citizens. He emphasised the pressing need for efficient, timely, and cost-effective public services on a national level, which oneGov has enabled to a remarkable extent.

Willingness to Pay for Quality Services

The Minister highlighted that citizens expect high-quality services that justify the fees they pay. He pointed out that the issue lies not with the fees themselves, but with the disparity between the cost and the quality or speed of service. He emphasised the importance of leveraging existing technology and the skillset of Maldivians to meet the public's demand for faster and more efficient service delivery.

Political Willingness to Sustain oneGov

The Minister assured the audience of the government's strong political commitment to sustaining oneGov and advancing the digital transformation of the Maldives. He acknowledged that this is a long journey requiring several regulatory reforms. He stated that efforts are already underway to align policies in collaboration with the National Centre for Information Technology (NCIT). This alignment is crucial to ensure the seamless integration and continued progress of digital initiatives across the nation.

Obstacles to Digital Service Delivery

Minister Ihusaan candidly addressed the obstacles impeding progress in public service delivery. He identified three key issues:

• Redundant Information Collection: Highlighting his own experiences, he pointed out the inefficiencies of repeatedly providing the same information for different services. Modernising these processes is crucial to meet the expectations of today's educated youth.

• Continued Use of Legacy Systems: The reliance on manual processes was another critical issue. The inconsistent speed of service delivery and overly complicated procedures hinder timely services. Transitioning to digital processes is necessary.

• Lack of Acceptance of Digital Documents: Despite the availability of digital identification and payment methods, there is still a lack of widespread acceptance. Policy re-engineering is needed to foster greater acceptance of digital documents.

Vision for the Future

Looking ahead, Minister Ihusaan outlined his vision for a more digital future:

• Citizen-First Services: A future where citizens can access services from their digital devices, reducing the need for physical presence. Automation of routine processes, such as ID card and permit renewals, is a key goal.

• Broader Approach to Digitalisation: Enhancing citizen-facing services alone is not enough. Equal attention must be given to upgrading the tools and systems used by service providers.

• Empowered Support Staff: Customer support staff should be empowered through better expertise and authority to address citizen queries effectively.

Action Points for oneGov

Based on the Minister’s remarks, we will undertake the following actions:

Streamline Information Collection: 

We will further improve our efforts to eliminate redundant information requests and implement integrated data sharing across departments. By enhancing interoperability, we aim to create a more seamless and user-friendly application process.

Modernising All Government Services: 

In addition to oneGov service offerings, we are committed to assisting in the reengineering of all government services and upgrading legacy systems. We will leverage our expertise to transform manual processes into efficient digital experiences, ensuring consistent and swift service delivery across the nation.

Facilitate Digital Document and Payment Adoption: 

We will facilitate the acceptance of digital identification and payment methods across all government services by providing technical input and building technological solutions to support this transition. We will collaborate with government agencies to ensure seamless integration and user-friendly experiences, ultimately enhancing efficiency and convenience for citizens.

Enhance Automation: 

oneGov will implement automated notifications for renewals and other routine services to improve efficiency. We will develop and deploy systems that send timely reminders for the renewal of services. These automated notifications will reduce administrative burdens, minimise delays, and ensure prompt service delivery, ultimately enhancing user satisfaction and operational efficiency.

Strengthen Customer Support: 

oneGov will provide comprehensive training and authority to support staff, ensuring they can effectively resolve queries and assist citizens. This initiative will empower our support team with the necessary skills and autonomy to handle a wide range of issues, leading to quicker resolution times and higher customer satisfaction.

Financial Sustainability: 

We will develop models to use service fees for maintaining and developing oneGov, ensuring its financial independence. We will collaborate with the Ministry of Homeland Security and Technology and the Ministry of Finance to create sustainable financial strategies. This partnership will help optimise the allocation of service fees and explore additional revenue streams to support the long-term growth and stability of oneGov.

The first anniversary of oneGov marks a significant milestone. Guided by Minister Ali Ihusaan’s insights, we are committed to improving service efficiency and user experience.

We extend our heartfelt thanks to everyone who has supported oneGov over the past year, including the previous government and the former lead agency, the Ministry of Economic Development and Trade. Special thanks to our current lead ministry, the Ministry of Homeland Security and Technology, and the current government for ensuring the continuity of the project and their ongoing support and collaboration.

Together, we aim to create a more efficient, user-friendly government and drive the vision of a digitally empowered Maldives forward.