Digital Transformation

What has been done

To enable a faster and inclusive transition online, most Arab countries sought to expand digital access.

• Internet bandwidths and speeds were increased at no additional cost (e.g. Bahrain, Iraq, Kuwait and Lebanon).
• Voice-over-IP applications were unblocked (e.g. Oman).
• High-income Arab countries increased the availability of public Wi-Fi and supported disadvantaged groups (notably migrant workers) through the free provision of personal computers and SIM cards, online access, and ICT training (e.g. Qatar, Saudi Arabia).
• Donor-supported programs in underserved areas of the region, such as Palestine^[1]and rural Morocco^[2] , upgraded digital infrastructure to increase broadband coverage.

What has been done

Arab countries ordered schools to close during the pandemic for an average length of 24.1 weeks.^[3] To minimize disruption to learning, most countries instituted distance learning programmes that varied widely depending on context.

• In countries where Internet penetration remains low and where large numbers of households lack the hardware necessary to access online platforms, such as Palestine and Yemen, traditional broadcast media such as radio and television were employed to reach as many students as possible.
• In some cases, online learning programmes consisted of curated collections of reading material and videos assembled by the Ministry of Education, which could be accessed by students with guidance from a teacher (for example, EduNet in Bahrain and the Educational Platform in Egypt). To complement these platforms, schools often utilized social media such as WhatsApp and Facebook to maintain communication between students, teachers and parents.

  Source: UNESCO, “National learning platforms and tools”, n.d.
• More advanced cases included a comprehensive transition to online Learning Management Systems and Video Conferencing tools to manage assignments and course resources and allow live interactions between students and their teachers (for example, in the United Arab Emirates).
• In addition to K-12 and university education, some countries utilized online platforms to promote the upskilling of their labour force, including programmes targeting those who have lost their job as a result of the pandemic or need training to adapt to teleworking and the digital economy (such as the Doroob platform in Saudi Arabia).^[4]

What countries can do moving forward

The shift to online education in most Arab countries proved that swift, widescale changes to education systems are possible with determination, and the active support of all stakeholders, government and non-government, including families and communities. Arab countries could:

• Consider the potential value, post-COVID-19, of an effective hybrid model of education, and the changes needed to get there. The use of digital technology could indeed increase the resilience of education systems and break barriers, giving students the capacity to learn anywhere, anytime and at their own pace, and facilitating the role of teachers. ^[5]
• Invest in inclusive ICT infrastructure, offer adequate teacher support and digital skilling, and provide support to the most vulnerable.
• Mobilize efforts to rebuild the infrastructure needed to enable remote learning opportunities to students in areas of conflict. A big proportion of the 37 million schoolchildren in the region who could not access distance learning programmes during school closures^[6] live in the Syrian Arab Republic, Iraq, Libya and Yemen, where conflicts have resulted in the destruction of and damage to more than 8,850 schools and affected infrastructure. ^[7]
• Build regional and global partnerships that support innovation and expertise sharing in digitalization in the education sector, including in online learning technology development.

ESCWA, “SDG Data”, United Nations ESCWA Data Portal for the Arab Region. Available at: https://data.unescwa.org (accessed on 30 November 2021).

What has been done

Governments across the Arab region developed web portals to raise public awareness of the virus, promote safe behaviors, and inform inhabitants about the state of the pandemic in their countries.

• Websites, mobile apps and surveillance systems were used to trace contacts, monitor movements and issue permits. Public health officials encouraged (or in some cases, mandated) the use of contact tracing applications that use smartphone’s Bluetooth and GPS capabilities to track potential exposures to COVID-19. In some cases, GPS-enabled mobile applications were used to enforce quarantine measures for suspected cases or arrivals from abroad. ^[8]

  Source: Zachary Bampton, “The varying appetites for COVID vaccination in the MENA”, 7 July 2021.
• Some websites, including that of the Ministry of Public Health of Qatar, were enhanced with artificial intelligence-powered chat robots to direct users to resources and assess symptoms.
• The Tawakkalna application^[9] in Saudi Arabia evolved throughout the pandemic to host a suite of services for users, including contact tracing, permits to leave a residence during periods of curfew or hold a gathering, booking COVID-19 tests and vaccine appointments, and accessing vaccination records.
• In some GCC countries, such as Oman and Qatar, surveillance technologies such as drones, thermal cameras and other devices were deployed by police to screen suspected cases.
• The spread of COVID-19-related misinformation and disinformation through digital channels arose as a truly complex societal threat, contributing to high levels of vaccine hesitancy in countries including Tunisia, Iraq, Algeria and Jordan.^[10] Efforts to denounce fake news and disinformation about COVID-19 were common in Arab countries. One example is the fact-checking tool of Iraq.^[11]

Digitalization also entered the practice of healthcare in many Arab countries. As COVID-19 strained health systems around the world, many governments turned to technology to reinforce social distancing and preserve hospital resources for those urgently needing in-person attention. Donor support was extended to countries in conflict to strengthen their digital healthcare capabilities.

• In countries where telemedicine regulations and infrastructure were already in place, as in several GCC countries, web-based platforms and mobile applications were expanded, and new ones made available to meet the increasing demand for teleconsultations. One such example was the development of apps by the Ministry of Health in Saudi Arabia. ^[12]
• New and enhanced work models emerged involving healthcare service providers, pharmacies and health insurance companies in Bahrain. ^[13]
• In Somalia, the International Organization for Migration worked with the Somalia Humanitarian Fund and the Ministry of Health to procure ICT equipment and establish a network linking diaspora doctors with local clinics to give real-time recommendations for patient management. ^[14]

What countries can do moving forward

• Enhance trust and acceptability of contact tracing applications by clarifying mandates to use these applications, ensuring legal protection of user data and preventing potential abuse of the surveillance capabilities permitted by these applications. ^[15]
• Establish governance frameworks to counter health-related misinformation and disinformation while protecting freedom of expression. ^[16]
• Capitalize on the surge in acceptance and practice of telehealth brought about by the pandemic and undertake policy and regulatory changes to enable further growth in this sector, thus helping to address shortages in healthcare provision capacity in the region.
• Promote the responsible use of the big data collected on the spread of the pandemic in health sector research activities, relying on the power of artificial intelligence.

What has been done

To maintain business continuity under social distancing constraints, enterprises made use of ICTs to enable teleworking where feasible. While figures concerning the number of employees who benefited from this work option in the region are not available, some level of teleworking was reported in all Arab countries regardless of prevailing levels of connectivity and digital literacy.

Many middle- and high-income Arab countries sought to boost electronic commerce. This was true not only in countries where an e-commerce culture pre-dated the pandemic,^[17] but across the region, suggesting increased consumer acceptance of online shopping, and an increased confidence among businesses, especially small and medium enterprises (SMEs), in the viability of operating online. As part of the shift towards operating online:

• Online platforms were established, often through public-private partnerships, to help SMEs sell their products and services online. One example is the virtual mall launched by the Ministry of Industry, Commerce and Tourism of Bahrain.^[18]
• Technical support was provided such as training in product design and e-commerce techniques. Examples include the NilePreneurs initiative launched by the Central Bank of Egypt. ^[19]
• Legal help was provided, including to setup e-business, such as through the electronic business registry in Somalia.^[20]
• In the tourism sector, which was particularly hit by the pandemic, virtual tours of museums and archaeological sites were developed. Examples of this were observed in Egypt and Lebanon.

• Financial institutions opened digital services to a wider population (including migrant workers in some countries). Efforts were coupled with financial awareness and literacy campaigns, leading to a significant increase in adoption rates and contributing to financial inclusion.
• Limits on mobile phone payments were increased.
• Fees on e-payments were reduced or cancelled. For example, an electronic service for paying bills in Jordan, increased its customer base by some 100,000 in the 2nd quarter of 2020, and saw the doubling of its transactions through Jordan Mobile Payments Switch. ^[21]

• Hackathons were organized in several countries challenging people, especially youth, to develop innovative digital solutions to address the impacts of the crisis.
• Occasionally, efforts focused on selected vulnerable groups. In Algeria, digital solutions were sought to facilitate trade among Sahrawi refugee camp residents. ^[22]

What has been done

E-government efforts were expedited, and smart channels of services expanded in several Arab countries. Teleworking public service employees and online service portals allowed for the continued delivery of certain public services at the national and local levels. Countries that were more advanced in this area prior to the pandemic were better prepared to quickly adapt and expand e-government services.

• The United Arab Emirates launched the Digital Customer and Digital Government Service Policy^[26] to enhance user experience, and improve efficiency and integration. Several government agencies in the country are using virtual assistants powered by artificial intelligence to support interaction with customers.
• Programmes were launched to build the digital skills of the public sector workforce to be able to better support the shift to e-services in Saudi Arabia.^[27]
• Efforts were increased to inter-connect government agencies and enhance information exchange over fast and secure networks, adopting high cybersecurity standards. Examples include the Secure Government Network in Jordan. ^[28]
• Virtual court hearings and notarial services were instated in several countries, including Algeria, Egypt and Morocco, with some countries amending legislation to maintain this mode of operation even beyond the COVID-19 crisis (Bahrain^[29] and the United Arab Emirates^[30]).
• E-government services to combat gender-based violence were expanded. Increased reports of violence against women led governments in the region (often with the support of non-government actors) to establish or increase the number of hotlines and websites to raise awareness, report abuse and provide services to survivors. Key examples of this were observed in Lebanon. ^[31]
• Digital technologies entered further in the realm of humanitarian assistance. In several Arab conflict-affected countries and LDCs, digital technologies were increasingly used by humanitarian actors to reach households impacted by the pandemic. In Libya for example, a chatbot that uses artificial intelligence was deployed to communicate with people using the local dialect, leading to better humanitarian assistance delivery and programme impact. ^[32]

What countries can do moving forward

• Push forward the e-government agenda and maintain the COVID-19 momentum for well-designed web-portals and e-tools that increase transparency, facilitate access to information, and ensure a clear and consistent application of rules and regulations.
• Consider citizen needs and requirements in developing online services and improve stakeholder participation and engagement in the process.
• Make e-government policies and strategies gender-responsive, contributing to women empowerment and protection. An effective balance between digital processes and human elements of service delivery is important to ensure the inclusion of disadvantaged women. ^[33]
• Continue building the digital readiness and capacity of their public administration workforce and physical infrastructure.
• Undertake comprehensive, justice-centred evaluations of e-justice. Although interventions such as virtual court hearings helped prevent interruptions and delays in the justice system, they have raised concerns regarding the risk of digital divides preventing access to justice, and the appropriateness of online media for some types of cases where fairness could be compromised (such as in criminal cases). ^[34]
• Strengthen the protection of digital human rights by instituting legal and policy safeguards for data protection and privacy, as well as digital identity, building on lessons learned from the pandemic.