Kuwait launches ‘Smart Journeys’ to bring government services closer to citizens
The newborn journey is the first of many integrated digital experiences that combine services from multiple government entities -- Al-Omar
Kuwait is taking a major step toward a fully digital government with the launch of the next phase of the “Sahel” platform, transitioning from traditional digital services to “smart journeys” that anticipate citizens’ needs before they request them.
Minister of State for Communications Omar Al-Omar announced the initiative at the second “Sahel” forum, attended by government leaders, officials, and digital service specialists.
He described the platform as a pivotal national tool redefining the relationship between citizens and the government, highlighting that over three million users have completed more than 120 million digital transactions through “Sahel.”
“The newborn journey is the first of many integrated digital experiences that combine services from multiple government entities,” Al-Omar said, noting that support from the Cabinet and political leadership has been key to accelerating digitization, data integration, and unifying government efforts.
He added, “Not only are systems being built, but trust is also being built; not only are systems being linked, but people’s lives are being linked simply and smoothly.”
From separate services to integrated digital experiences
The forum showcased the platform’s progress, including 483 services from 41 government entities. One highlight, the newborn journey, recorded over 6,000 births in six months, with plans to expand the journey to include additional services.
Upcoming projects include a central reporting system, home certificate issuance, and a marriage journey, marking a significant shift in the delivery of government services.
Engineer Tariq Al-Darbas, advisor to the Minister and member of the Executive Committee, emphasized that digital transformation is no longer only technical but also procedural, requiring re-engineered processes, data sharing, inter-entity integration, and the use of artificial intelligence to enhance user experience.
Successful digital experiences
The forum highlighted achievements from various agencies. Colonel Bashar Hashem, Director of Information Systems at the Ministry of Interior, showcased the Ministry’s fully integrated services without human intervention.
Sharifa Al-Kandari, Director of Information Systems at the Kuwait Credit Bank, discussed the bank’s fully digital operations, which earned the Gulf Institutional Excellence Award.
Munira Al-Abduljader, Director of the Citizen Service Department at the Public Authority for Housing Welfare, presented the video call service for the elderly and disabled, enabling remote completion of transactions.
Honoring contributions
The event concluded with recognition of all government agencies participating in the “Sahl” and “Sahl Business” applications, as well as the teams involved in the digital journeys, celebrating the collective effort to deliver seamless, citizen-centered government services.
The initiative reflects Kuwait’s ongoing commitment to smart government, digital integration, and improving the accessibility, efficiency, and responsiveness of public services.
