Case Study

Greater Amman Municipality (GAM) Digital Transformation Needs Assessment

Narrative Description
of Project

The aim of the Project is to conduct a digital transformation needs assessment of the Greater Amman Municipality (GAM), and to use the findings of the assessment to formulate a roadmap for the digital transformation of the city. The envisaged needs assessment will demonstrate the Greater Amman Municipality’s readiness for digital transformation and identify the strengths and weaknesses of the current digital situation.

Description of Actual Services Provided

The project covers:

  • Scoping the current status of e-services, identifying strengths and weaknesses, and conducting a gap analysis. The report includes a roadmap for developing the scoped e-services to meet acceptable standards.
  • Conduct a journey-based testing of e-services for the user assistance during the process, and inter-activeness of the service. The following are the results of the journey-based testing:
    • Strengths: The strong points and prominent features of the given e-service.
    • Weakness / Problems: Weak points and problems with the as-is state of the services.
    • Opportunities: Points with future developments and enhancements.
  • The outputs of this project are:
    • Evaluation of current e-service journey.
    • Recommend to-be- e-service journey for those identified to be inefficient and ineffective and recommend associated requirements to achieve the improvement in e-service performance towards higher customer satisfaction, and requirements related to the delivery of the e-Services in new access and delivery channels.
    • Study of the e-services in terms of ease, especially in case of any redundancies or duplications.
    • Study the proper completion of the e-service, determining what specific data/ fields is needed from the document to complete the e-service and what is the most appropriate way to obtain required in e-mode scenarios, if possible.
    • Identify any regulations related to scoped e-services and make recommendations to facilitate their delivery.
    • User informing – the facilitation of obtaining information regarding the procedure of e-service provision for each user and the presentation of results.
    • Enterprise Architecture (EA) high level methods for Integration facilitation.