A federal government entity in the region defined a strategic initiatives bundle to improve economic competitiveness in the MENA region with a focus on enhancing the ease of doing business. However, the underlying customer journey, business processes, policies and infrastructure that supports trade license issuance was inconsistent across different cities which hampered efforts to enable a unified and an investor friendly economic environment. Our client was tasked with an accelerator program to standardize and transform trade license issuance within 100 days in line with the federal mandate.

We started by identifying gaps across the trade license issuance value chain and designed a unified standard process using design thinking and co-creation techniques with over 60 stakeholders. We then designed the target customer experience and identified the technology and innovation building blocks required to transform the process and the ecosystem.

We worked hand in hand with our client to create policies and amend existing ones to enable digital laws supporting transformation efforts. We also designed the target service operations and support model as a unified single model across jurisdictions.

We finally worked closely with all stakeholders and the implementation partner to oversee the implementation, integration and rollout of the platform within 100 days.

As a result of our work our client was able to launch a unified trade license issuance platform and achieve an immediate significant increase in the World Bank ease of doing business ranking. Moreover, our client achieved the top performer government accelerator program for the year.

The platform was adopted as the main government portal for trade license issuance with an ambitious adoption plan to enhance uptake and improve customer satisfaction.