Unified e-services platform — project charter

⁦1⁩. Purpose

⁦Bring 68 government e-services into the Unified Government e-Services Platform as one journey⁩ — from civil-registry extracts and «no criminal record» requests to vehicle and property services, building permits from the administrative units, municipal fees and utility subscriptions — with identity checks against the civil registry, links to the ministries’ systems through the national interoperability framework and bank e-payment, cutting turnaround and the cost of every transaction — delivering the strategic objective “integrated digital government services for citizens”.

⁦2⁩. Objectives

• ⁦Bring 68 government e-services for citizens into one platform and one journey⁩
• ⁦Cut the average time for transactions that need checking from 21 days to 5⁩
• ⁦Lift citizen satisfaction with digital services to 88%⁩
• ⁦Reduce cost per transaction by 60%⁩

⁦3⁩. Scope

• One government e-services platform in Arabic and English, meeting accessibility standards, with the service catalogue and a fee calculator
• Citizen identity checks against the civil registry, links to the ministries under the national interoperability framework, and bank e-payment
• A configurable, no-code request workflow and forms engine
• Migration of open requests and service records from the ministries’ current systems
• ⁦Change management and training for 420 staff of the citizen service centres in the governorates⁩

Out of scope

• The mobile app (⁦separate project PRJ-2026-015⁩)
• Changing procedures that would need changes to the laws or regulations in force
• Automating the civil registry itself (⁦separate project PRJ-2026-011⁩)

⁦4⁩. Success criteria

• ⁦68 e-services live on the platform at close⁩
• ⁦99.9% availability in the first six months⁩
• Penetration test passed with no critical or high findings
• ⁦70% of walk-in transactions at citizen service centres moved online within 12 months⁩

⁦5⁩. Assumptions & constraints

• Civil registry and interoperability test environments available as agreed
• ⁦Service-owning ministries sign off requirements within 10 working days⁩
• The vendor’s named team stays for the whole build
• ⁦Allocation of SYP 2⁩.⁦16bn in the investment plan⁩
• Hosting in the government data centre inside Syria only
• Compliance with the cybersecurity and data-protection requirements approved by the Ministry of Communications and IT

⁦6⁩. Governance & budget

Sponsor

Eng. Khaled Al-Kayyali

Project manager

Eng. Tarek Al-Mardini

Approved budget

⁦SYP 2⁩.⁦16bn⁩

Duration

⁦2025-02-01 to 2027⁩⁦-03-31⁩

Overseeing committee

National Projects Steering Committee

The initiation gate approved the charter with two conditions: a full-time project manager within two weeks, and written commitment from the service-owning ministries to sign off requirements within ten working days.