RSK-0007Unified Government e-Services Platform
Citizen service centre staff resisting the new digital procedures
A risk's detail, response, contingency and residual risk.
Risk statement
From cause to event to impact — with the preventive controls before the event and the contingency after it
Cause
Citizen service centre staff are used to paper procedures and walk-in reviews, and had little say in designing the services
Preventive controls
- A change-ambassador network in every service centre
- Hands-on training for centre staff a month before launch
2 / 2
Event
Citizen service centre staff resisting the new digital procedures
Under 50% usage in the first month
Contingency
Retire paper requests in steps by a circular from the President, agreed with the ministries
Impact
Low adoption and paper requests persisting at the governorate centres after launch
Assessment
The level before and after the response
Inherent
Residual
Exposure
SYP 7.5M
Residual
56% off the score
Score trend
Last six months
- Score
- Target residual
Escalation path
Escalation engine: a high risk unreviewed for 10 days notifies the PM, 15 the programme manager, 20 the PMO director
Last reviewed 13 days ago · Outside the engine — below «high»
Project manager
Current levelEng. Tarek Al-Mardini
Currently followed up here- 2
Programme manager
Eng. Lina Al-Attar
- 3
PMO director
Dr. Reem Al-Qabbani
- 4
Executive Council
Dr. Samer Al-Daqqar
By the PMO director’s decision
Mitigation plan
Each action with its owner and date — tick it off when complete
A change-ambassador network in every service centre
Ola Al-JandaliOla Al-JandaliChange Management SpecialistP-035ola.aljandali@psa.gov.syIn progressIn 48 days2026-12-15Hands-on training for centre staff a month before launch
Ola Al-JandaliOla Al-JandaliChange Management SpecialistP-035ola.aljandali@psa.gov.syNot startedIn 96 days2027-02-01
Trigger
Under 50% usage in the first month
Contingency
Retire paper requests in steps by a circular from the President, agreed with the ministries