Greater Amman Municipality (GAM) Digital Transformation Needs Assessment

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.