Mission: To represent the Ministry of Information and Communications Technology (MoICT) and e-Government Program Management Office (PMO) in managing and leading the changes related to the National e-Government Program at different levels and participate effectively in ensuring smooth and successful Jordan Government transformation.

Vision: To sustain the change in Jordan Government towards enhancing people lives by deploying the best practices and resulting in a knowledge society with ICT culture and high socio-economic status.

Change management is contained as a department at the Ministry of Information and Communications Technology (MoICT), e-Government Program Management Office (PMO). It is mandated to perform the change management functions related to the Jordan e-Government Program.

Change Management Department performs its functions at three levels:

1.    Jordan National Level, presented by the e-Government Program.

2.    MoICT level, represented by other departments within MoICT.

3.   e-Government initiatives/ projects level, represented by managing the change within e-Government initiatives/ projects coordinated with MoICT-PMO.

Key areas covered within the scope of Change Management Department:

Communication planning and management. This includes, but not limited to:

• Creating awareness on e-Government Program, promoting key activities related to the Program and motivating the achievement of key goals and objectives. Examples include: preparing content for media campaigns related to e-Government projects’ commencement, launching and announcements for key achievements.

• Participate in defining key messaging to different audiences at different levels in coordination with the ICT Promotions department of MoICT.

• Outreach support – representing MoICT-PMO in providing Government entities with orientation on e-Government Program and starter tools to participate in the Program implementation, in addition to helpful template for developing a business case for each Government entity.

Continuous training and learning - This includes, but not limited to:

• Managing the National Training Programs implemented through MoICT, such as: ICT Literacy Training Program, IT Professional Program, and Project Management Program. These programs aim to provide Government employees with basic computer skills which will help them perform their job efficiently, in addition to other IT related skills for IT and non-IT professionals. Change Management Department continuously work on enhancing the ICT Literacy Program to reach out to the largest portion of Government employees at all levels and empower each one of them with the proper skills and training programs. Such efforts are planned in line with the National agenda related to Human Resources Development and in support to such initiatives.

• Training needs assessment for PMO staff, where specialized training and activities for transferring best practices to the PMO staff is planned and implemented to motivate and support the mission of each PMO personnel. Such efforts are closely coordinated with the MoICT Human Resources Department and take into consideration the impact of HR.

training on performance appraisal done by the HR Department.

• Transfer knowledge to other Government entities with regards to the PMO methodology and standards. This is done through workshops, events, and training sessions to have consistency in implementation of project management, change management, program management, and technical standards.

Organizational review and restructuring – this has a high priority at the level of e-Government initiatives/ projects implementation. This is done through the following:

• Initiative inception starting with organizational preparation. Head of Change Management assists government entities in reviewing their current organizational structure, roles and responsibilities, and recommends an improved structure with more focused roles assigned to each personnel based on the existing staff skills and experiences. It is envisioned that all government entities participating with e-Government Program implementation and coordinating with PMO have consistency in defining their organization structure, project teams and committees. The effort of organizations restructuring, defining roles and responsibilities is aligned with the National Training Programs and any training needs required for building capacity of Government employees at all levels is taken into consideration when planning any national training program.

• Internal annual review for PMO organization structure in coordination with the Head of PMO and the Human Resources Development Department to map the existing structure to the current situation and work requirements. Gap analysis and recommendations are communicated accordingly. This is done as part of the organization and resources utilization to accommodate the new state of change within PMO.

• Business Process Re-engineering (BPR) – as a key requirement in most of the e-Government initiatives/ projects to map the transformation process planned to take place.

• Enhancement of customer services – this includes both internal and external customers. Head of Change Management either assists government entities establish customer service unit or enhance the existing one(s) to accommodate the new changes in the ministry/ department service provision. The effort of enhancing customer service units is coordinated with the e-Government contact center initiative manager. The concept and objectives of enhancing the customer service are communicated consistently among government entities and key objectives are highlighted. Such objectives include: speed in service provision, less cost, simple transactions, one stop shop, decentralization, transparency (first come, first served), availing different delivery channels for government services (phone, fax, post, kiosks, internet, and personal visit). New image of the Government will be achieved by having consistency and common understanding of the customer service units’ role in all government entities. This is also aligned with the National objectives of easy, simple and transparent government entities reaching excellence in their work.