SO-5.1 · Integrated digital government services for citizens
Unified government services
Civil-status extracts, the «no criminal record» certificate, vehicle and property services, building permits, local fees and utility subscriptions in one journey on the unified e-services platform and the government services app, with identity checked against the civil registry.
Initiative weighted progress
63.7%
Projects’ contribution × progress, plus the other work’s share × its progress
Linked projects’ progress
64.4%
Σ contribution × progress, projects only
Contributions assigned
100%
Complete and approved
Primary projects’ budget
SYP2.7B
3 primary projects
Linked projects and their contributions
Strategy management approves each share; every change is kept in the initiative’s history
| Project | Link | Contribution | Actual progress | Contribution × progress | |
|---|---|---|---|---|---|
| Unified Government e-Services Platform PRJ-2026-014 | Primary | 55% | 58% | 31.9% | |
| Government Services Mobile App — New Release PRJ-2026-015 | Primary | 20% | 64% | 12.8% | |
| Digital Signature & e-Verification of Government Documents — Phase 1 PRJ-2026-031 | Primary | 10% | 100% | 10.0% | |
Non-project work One procedure set for the governorate citizen service centres, and their staff trained on the new journey | Other work | 15% | 60% | 9.0% |
Linked projects’ progress
Σ (contribution × progress) = 54.7% points ÷ shares counted 85% = 64.4%
Initiative progress
(54.7% points from projects + 9.0% from other work) ÷ 100% = 63.7%
Scope, outputs & phases
As approved with the initiative: what is in scope, what it delivers, and its delivery phases on the timeline.
Scope
68 government e-services on the unified platform and the government services app, identity checks against the civil registry, ministry links through the national interoperability framework and bank e-payment. Out of scope: civil registry automation.
Outputs
- The unified e-services platform with one citizen journey
- A new release of the government services app
- Digital signature & document e-verification
- One service procedure manual for the citizen service centres
Delivery phases
Digital signature & document verification
2025-01-05 — 2025-07-20
Build the unified platform
2025-03-01 — 2027-03-31
The new app
2025-10-05 — 2027-01-31
Go-live and governorate training
2027-02-01 — 2027-06-30
Today · 2026-10-28
Impact KPIs & benefits
Measured apart from delivery progress: an initiative can be well advanced with no impact yet, and the other way round
Impact KPIs
The strategic KPIs the initiative moves
Actual 74Target 85%Attained 87%
Actual 69Target 80%Attained 86%
Actual 58Target 60%Attained 97%
Benefits
Benefits registered for its projects, planned vs realised
- Shorter government-document verification time18 / 15 minutes
- Higher citizen satisfaction with document e-verification82 / 85 %
- Higher citizen satisfaction with digital government services74 / 88 %
- Lower cost per e-service transaction2,050 / 900 SYP / transaction
- Shorter time for transactions that need checking9.5 / 5 days
These KPIs and benefits do not enter the weighted progress above, and progress does not enter them.
Three separate measures
An example from this initiative: Unified Government e-Services Platform
1Deliverable weight in the project
30.0%
Weight of «Core platform build» among its deliverables
Deliverable weights add up to 100% inside the project; it progresses as they are accepted.
See where it comes from2Project weight in the portfolio
21.8%
Its relative weight in Digital Government Services & Data Portfolio
Set by the project weight model; it feeds portfolio progress: relative weight × actual progress.
See where it comes from3Contribution to the initiative
55%
Its contribution to «Unified government services»
Approved by strategy management; it feeds this initiative’s progress only.
Each is set in its own place and moves neither of the others: changing a deliverable’s weight touches neither the project’s portfolio weight nor its contribution. The same project is also linked to: National indicators & plan follow-up (10%).
Risks, obstacles & deviations
The initiative’s own risks and obstacles, the highest open risks of its projects, and the budget and schedule deviation.
- Eng. Tarek Al-MardiniEng. Tarek Al-MardiniProject Manager, Unified Government e-Services PlatformP-005tarek.almardini@psa.gov.sy
Obstacle in the wayHighBeing treated
The platform is 42 days behind baseline because of the civil-registry integration
Response: A dedicated integration squad and an interim release of six services before year end
- Ibrahim Al-SaeedIbrahim Al-SaeedDirector General, Government Services in the GovernoratesP-046ibrahim.alsaeed@psa.gov.sy
Possible riskMediumOpen
Service-centre staff resisting the new procedures
Response: Involve centre managers in the procedure design and train a month before launch
Highest risks of the linked projectsRisk register
- 16Civil-registry identity and interoperability interfaces not ready on timePRJ-2026-014
- 16Shortage of integration and back-end engineers on the vendor teamPRJ-2026-014
- 12Late sign-off of service requirements by the owning ministriesPRJ-2026-014
- 12Possible critical findings in the pre-launch penetration testPRJ-2026-014
Deviation
Budget: projects total SYP 2.7B against the estimate SYP 2.8B
Schedule: last project ends 2027-05-12 against the initiative end 2027-06-30
Approval & change log
This item’s definition as approved in the plan version in force, and every change request on it with the old and proposed values and the decision.
No change requests on this item since the plan was approved.