Citizens: Sanad App Simplifies Official Transactions and Access to Services

They pointed out that the application is one of the best digital transformation projects, as it has contributed to reducing the need to visit government departments to complete transactions, stressing the necessity of continuing to develop it and improve the user experience.

They emphasized that the importance of enhancing privacy and cybersecurity and ensuring its ease of use for various segments of society are essential factors to enhance the utilization of digital government services.

Jordan launched the application in early 2020 to be the digital platform that enables users to access government services electronically using a single account through which they can submit applications, view digital documents, pay fees, track transactions, and sign documents electronically without the need to visit official headquarters in most cases.

Dr. Mohammed Al-Atoum said that the application represents one of the most important digital transformation projects in Jordan, and has brought about a positive shift in the way citizens access government services, particularly through the digital identity and digital documents. He noted that the application has gathered a growing number of services into a single platform, which has contributed to saving time and effort and reducing the need for citizens to visit government institutions to complete many transactions.

He pointed out that the disparity in the user experience between different services may make some transactions easier than others, which calls for unifying and improving the user experience to ensure easy access to services and their completion by focusing on 3 main axes in the next phase. The first is re-engineering government procedures before digitizing them, so that unnecessary steps are eliminated, rather than transferring paper procedures with all their complexities into the digital environment.

The second axis consists of developing a unified and simple user experience that allows the citizen to know the transaction requirements, cost, and expected completion time, in addition to the ability to track its status from start to finish.

The third axis is the potential for artificial intelligence to make a qualitative leap in the application by providing a smart assistant in the Arabic language. Instead of the citizen searching for the name of the service or the responsible entity, they can simply type what they want to accomplish, and the assistant will guide them to the appropriate service, explain the requirements and steps, and help them track the transaction.

Al-Atoum stressed the necessity of making data protection and privacy a top priority, especially with the expansion in the use of digital identity and documents, pointing out that the real success of digital transformation is reflected in the citizen's feeling that government procedures have become simpler.

For his part, citizen Fadi Tbeishat said that the "Sanad" application is considered one of the best digital transformation projects, as it has contributed to reducing the need to visit government departments to complete transactions. He noted that his family's government documents have become available via the application, enabling him to track them easily, in addition to viewing financial dues owed by him, including violations and taxes, and tracking his children's results and school grades.

In turn, citizen Salam Abu Qamar stated that she used the "Sanad" application to book an appointment at the government services center to process a guarantee transaction, explaining that the application contributed to facilitating the completion of transactions and saving time and effort.

For her part, Randa Abu Hamad indicated that she used the application to license her car and issue birth certificates for her children, which saved her time and effort. Randa Jamil also pointed out that one of the app's most prominent features is that it has simplified government procedures, especially since a person's data has become available with them at any time and can be accessed easily.

For her part, Rana Kawalit said that the process of downloading the application and creating the digital identity was easy and clear, in addition to the availability of a number of instructional videos online that help users create the digital identity, indicating the ease and clarity of accessing information.

Dr. Majd Al-Qabalin explained that the "Sanad" application combines many benefits, most notably providing access to numerous services, displaying an approved digital legal copy of personal documents, saving time and effort, and enabling the electronic signing of documents. In addition, the application constitutes a useful solution in the event an individual has their wallet stolen, as they can use it to prove their identity digitally without the need to issue replacement documents for the lost ones. She stressed that Sanad includes ease in procedures and transactions, most notably automatic remote activation, the expatriate service, and multiple secure payment options.

Al-Qabalin commended the continuous efforts of the Ministry of Digital Economy and Entrepreneurship to develop the application, such as: increasing the server capacity, adding the "Data Update Request" service, continuously updating interfaces, and expanding the digitization of services.

It is worth noting that the "Sanad" application qualified for the final stage of the 2026 Digital Ounga Awards, organized by the International Telecommunication Union, among the top 15 qualified projects in the digital government category in a wide international competition that attracted about 1,500 entries from 146 countries around the world.

During the past period, the application witnessed a series of updates and improvements that focused on simplifying procedures and accelerating access to services, most notably the ability to self-activate the digital identity directly through the application, services for changing the phone number and resetting the password electronically, developing the digital document viewing experience, allowing access to documents even without an internet connection using fingerprints, and linking documents to their associated services.

The improvements also included developing electronic passport services, vehicle license renewal, digital payment, and digital signature services, which enhanced the user experience and raised the level of reliance on digital government services, in addition to Department of Lands and Survey services and issuing the military service completion requirements document.

The Ministry of Digital Economy and Entrepreneurship, in cooperation with the Public Security Directorate, also launched the service for reporting traffic violations via the application. The Ajyal educational platform was made available through the application, allowing parents to access their children's educational information easily through a unified digital channel, in addition to the organ donation service aimed at encouraging and facilitating humanitarian work.

The application recorded the activation of 3 million digital identities, an indicator reflecting the growing reliance on digital government services and increasing trust in the application.

It is worth noting that the ministry launched the "Sanad Lite" application with the aim of enabling users to benefit from government digital services easily, especially in the event of facing difficulties related to storage space on devices or the incompatibility of some devices and systems with the application.