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Infrastructure Department of Information Technology

IT Infrastructure Department provides the necessary infrastructure according to international standards, to run administrative and health systems and applications efficiently and safely. The department also connects all health establishments in the Sultanate to one government network (MPLS) in order to facilitate exchanging data and information between them bearing in mind the safety of data. Additionally, the department provides Internet service for the administrative and health establishments according to each establishment’s needs to facilitate communication over the Internet and stay informed of the latest technologies and medical and non-medical developments related to work, in compliance to Information security standards.

The department includes four sections and they are:
o Networks and communication section
o Government network management section
o Networks monitoring section
o Crisis Management section

Terms of reference:
• Identify and implement a yearly work plan according to terms of reference, to achieve main objectives.
• Conduct studies and make reports to enhance the infrastructure of the ministry and hospitals
• Secure all technical infrastructures through the installations of different security devices and software in coordination with e-Security section.
• Main servers preparation and handle maintenance, management, and operation of the Ministry data center
• Prepare technical specifications of the main servers and their peripherals, and participate in analyzing tenders for the same.
• Manage and operate the wired and wireless ministry networks
• Manage and operate medical communication systems and different means of communication, and prepare technical specifications needed to achieve integration between the existing e-health systems
• Prepare networks projects agreements in coordination with the proficient companies and international organizations.
• Conduct work on e-networks to manage them and provide alternatives in case of their failure.

Department of Technical Support and Maintenance

Maintenance and technical support department strives to provide the best modern technical solutions to solve technical issues and maintain computers and their peripherals in order to achieve full proficiency and users’ satisfaction, and cope with the rapid IT evolution. The department perseveres to apply everything new in the world of technology. Its staff work very hard to provide the technical support for computers and systems users in order to ensure achieving fast and high quality work. Nevertheless, the staff is working hard to provide technical support to all directorates and departments in the governorates and hospitals.

The department includes three sections:

o Devices maintenance section
o Technical support and operations section
o Device registration and communication support section

Terms of reference
• Identify and implement a yearly work plan according to terms of reference, to achieve main objectives.
• Conduct studies and reports to increase and improve the performance of computers, printers and the operating environment of the ministry and hospitals, and to reduce costs while maintaining quality of work
• Diagnose technical failures that occur with the peripherals of devices working in the ministry and submit them to specialists in the Directorate.
• Install necessary software for users to facilitate their daily work
• Accomplish daily and periodic maintenance work for computers and peripherals.
• Prepare technical specifications of computer machines and their peripherals, and participate in analyzing tenders for the same.
• Prepare and implement preventive maintenance plans for hardware, equipment, and their peripherals.
• Supervise and follow-up maintenance work by vendors and companies for hardware, equipment, and their peripherals within the warranty period, and approve reports submitted after the completion of work.
• Receive notifications about failures on a daily and emergency basis, and coordinate with concerned departments in DGIT to address and follow up.
• Prepare monthly reports of notifications and failures and their causes and status in coordination with the concerned departments.
• Prepare the technical documentations required for maintenance of the computer peripherals and equipment and diagnose failures in order to be used by technical support department
• Prepare technical reports of condoned devices and issue the required condonement certificates
• Provide technical support to computer users so they can use computers and systems confidently, and accomplish their tasks easily
• Provide the necessary technical support to solve technical problems that occur in computer peripherals in order to ensure the continuity of work without disruption.
• Provide necessary technical support at conferences, meetings, and workshops conducted by the Ministry of Health
• Support the efficiency of end users and spread awareness and knowledge of IT development through appropriate methods, including training programs, seminars and periodicals
• Stay updated on latest developments in peripherals’ specifications
• Determine technical specifications of devices, their peripherals, operating systems, and operating equipment.
• Supervise data corruption in condoned devices in coordination with concerned departments

Department of Health Application System

System Applications Department is one of the essential departments in DGIT. IT plays an important role in studying, analyzing, designing, maintaining, and developing systems. It also supports Al-Shifa system and other systems that facilitate documenting patient medical data and help specialists in appropriate decision making related to patient treatment. The department consists of 8 sections, which perform tasks in developing and implementing different health systems for medical and para-medical specialties

The department includes eight sections:

o Systems Analysis Section
o Database Maintenance and Support Section
o System design Section
o Health Record Section
o Systems Development and Implementation Section
o System Maintenance and Support Section
o Systems Modifications and Training Section
o Systems Quality and E-documentation Section

Terms of reference:

• Identify and implement a yearly work plan according to terms of reference, to achieve main objectives.
• Conduct studies and reports to improve the performance of system application in the ministry and hospitals, and automate all health and administrative systems.
• System analysis, evaluation, re-engineering and simplifying of procedures, and documents design and preparation, as well as designing system inputs and outputs interfaces.
• Study the economic feasibility of systems
• Establish applications and programs used in the Ministry of Health, develop and operate them, and train the users
• Design and establish a central database including a unified record of the patient.
• Establish smart phones applications related to health systems and the national e-health record.
• Establish integrated national systems and programs in the health field, while making the civil ID the fundamental pillar for these systems and programs (unique identifier).
• Integrate systems and simplify data exchange in order to achieve fully automated services.
• Train health systems end users in order for the optimal use of systems.
• Regular testing of applications prior to implementation, in order to identify, resolve, and document any faults or bugs.
• Implement health systems in health establishments and provide the necessary technical support during and after the implementations.
• Maintain systems and find the necessary solutions for any obstacles and challenges in programing, preparing, designing, or implementing systems.
• Manage, follow up, and monitor databases to secure them.
• Prepare appropriate plans for systems upgrade and implementation in various health establishments, and make a prioritized schedule in coordination with governorates in order to identify their software and application needs.
• Issue appropriate enhancements for systems and applications and ensure their implementation in the health establishments
• Make certain that all systems and databases are up to date in line with health applications’ needs and requirements.
• Conduct studies to evaluate human resources needs and financial budget for new IT projects, in coordination with the concerned departments in the ministry.
• Supervise database backup maintenance and update, and follow up general data backups registration in the ministry
• Any other functions within its competence

E-Health Department

E-health department consists of two sections; the E-Health Portal Section and Business Intelligence Section. E-health portal section is responsible for everything related to the MOH e-health portal (EHP) including content, services, internal systems, and smart phones applications. In addition to the coordination role for a number of e-projects independent of the portal but integrated with it, like the Health Academic Management System (HAMS), e-tendering system, and e-correspondence system (Al-Barwa). The EHP hosts 114 e-services, with plans for a second phase including services and systems that serve several sectors (citizens and residents/ government/ business), such as treatment abroad system, school health system, additional pharmacy and drug control services system, and DG of medical supplies system.


On the other hand, business intelligence section is responsible for implementing and using various software for business intelligence, open data, big data, and data science. Business intelligence tools are used to build dashboards (Nabdh Al-Shifa) and a national data houseware to extract reports, dashboards, and KPIs. Nabdh Al-Shifa system displays electronic statistical reports, interactive dashboards including dashboards of KPIs for decision makers in the ministry and other users. As well as a mobile application for the system itself through using Qliksense. The tool “Informatica” is used to establish and maintain the central data warehouse to build reports and dashboards.

Terms of reference:

• Identify and implement a yearly work plan according to terms of reference, to achieve main objectives.
• Conduct studies and reports, which increase and enhance the performance of e-health department
• Conduct studies and technical research in using big and open data and seek mechanisms to implement them
• Abide to and apply polices related to e-participation, open government data, digital access, social media, and establishing and hosting the government units’ websites and portals on the Internet
• Manage the central data warehouse for all health establishments in the sultanate.
• Define the MOH policy related to the Internet and Internet applications design
• Develop and maintain business intelligence system (Nabdh Al-Shifa)
• Phrase e-content policies and procedures
• Implement e-government programs
• Set up internet publishing standards, especially content related to e-government
• Manage the e-health portal
• Any other functions within its competence

Administrative and Financial Affairs department

The administrative and financial affairs department is one of the executive departments in the directorate and it is responsible for accomplishing all administrative and financial procedures related to all departments at DGIT. It endeavors to implement administrative procedures according to the regulations and systems applied in the Ministry of Health in accordance with Civil Services Law, to achieve the desire and guidance of top management regarding achievement, accuracy and the best service.

The department is consist of two sections and they are:
o Administrative affairs section
o Financial affairs section

The department specialties
• Identify and implement a yearly work plan according to terms of reference, to achieve main objectives.
• Follow up recruitments related to DGIT in coordination with Directorate General of Administrative Affairs (DGAA)
• Schedule staff leaves, follow up procedures related to their leaves and rejoins, and notify delay in rejoins in coordination with DGAA
• Supervise staff training process
• Supervise staff promotion and re-employment of DGIT staff
• Monitor staff attendance.
• Follow up the issues related to the termination of the employees’ services either by resignation or service termination in coordination with the DGAA
• Observe employee contract durations, and their terms and conditions, follow up the temporary contracts and execute procedures related to their renewal, termination, or change according to the laws and regulations, in coordination with the DGAA.
• Supervise the workers in charge of cleaning the directorate’s building and follow up issues related to the building’s maintenance
• Deliver and receive computer devices, and coordinate with the technical entities in DGIT for inspection
• Follow-up on the execution of directives from the DGIT office
• Follow up the DGIT directives on preparing reports and briefs
• Identify the types and numbers of jobs and degrees (permanent and temporary) required by the Directorate and its departments in coordination with the DGAA
• Provide administrative support to conduct and organize workshops
• Study the directorate needs of stationery, furniture and supplies and follow-up with the concerned directorates and departments in the ministry HQ
• Coordinate and organize the DG or the directors’ executive visits to the governorates
• Periodic follow up on the maintenance needs of the directorate and its departments, in coordination with concerned entities at the Directorate General of Projects & Engineering Affairs (DGP&EA)
• Coordinate with DGAA for providing transportation for the DG, directors, and staff for official missions within the Sultanate, as well as for visiting lecturers for workshops and seminars.
• Keep record of staff leaves, in coordination with the human resources department in the ministry
• Review and follow-up the additional payrolls for employees of DGIT.
• Review and follow up the payroll of temporary contract staff.
• Maintain a record of all staff in DGIT
• Follow up continuously with the concerned departments in the ministry; either administrative affairs and engineering affairs for issues related to DGIT
• Coordinate with DG of financial affairs regarding the purchase of computers and their peripherals’ as per followed financial procedures
• Follow up the supply process of computers and their peripherals and keep a record to facilitate review and audit
• Participate in preparing the yearly work plan for DGIT
• Follow up incidents related to staff salaries
• Coordinate with DG of Financial Affairs (DGFA) regarding staff financial issues.
• Monitor the petty cash and substitution procedures in accordance with the financial regulations and procedures.
• Participate in preparation of the annual budget estimations required for DGIT, and follow-up the process of its approval and its distribution.
• Follow up all requests, purchases, expenditures, and invoices with the purchases department at DGFA to ensure correct allowance.
• Supervise tenders of the directorate and analyze them technically with the specialists at DGIT, and follow the tender float process.
• Collaborate with the maintenance and technical support department for registering devices and received items in the Asset Management System.
• Manage the directorate assets and central warehouse through al-shifa system
• Identify the needs of new health institutions and existing buildings’ eexpansions for computers and their peripherals, and estimate their cost, in coordination with the concerned departments in DGIT and DGP&EA
• Any other functions within its competence

Information Security Section

Ensuring the continuity and availability of information is the basis of the Ministry of Health’s systems. The advancement in using communication devices and computers has led to more accuracy, efficiency and speed in data processing, and information has become more accessible to employees than before. The Ministry of Health recognizes that increased productivity is achieved through improving and developing services, enhancing management capabilities, and lowering operating costs. This development is a direct result of the increasing use of information technology. The use of information technology has generated new fears, challenges and responsibilities. Therefore, information should be secured from natural disasters and human threats.

The Information Security team focuses on ensuring the security of information and continuity of all available software. Facilitating access to information is the main aim of automated information systems. Protecting this information and all what relates to it is the primary objective of establishing the Information Security section.


Securing information assets includes:

- Physical security of facilities, hardware, and information processing tools
- Maintain applications and data safety
- Ensure that information systems perform their vital functions properly, in a timely manner, and under particular regulations.
- Protect confidential information from unauthorized disclosure
- Ensure the availability of credible and confidential information

Previously, several systems had been operating in traditional manners or semi-automatic. Now, they run on modern technologies that have contributed to the improvement and provision of information to perform and support daily work. Disruption or loss of information support services may negatively affect MOH’s capability to manage these systems and provide services. So the impact of these risks must be eliminated or reduced.

Terms of reference:

- Establish and activate the e-security management and information safety system in the ministry.
- Conduct security audit and assessment plans for software, networks, systems, and users’ activities, and follow up implementing the recommendations and directives appropriate security solutions
- Establish and review policies and procedures related to information security and information safety, including securing documents, and follow up their implementations
- Participate in preparing and reviewing plans of emergency and continuity
- Follow-up on compliance with the standards and policies approved in the field of information security and information safety
- Keep up to date with security warnings and notifications related to risks and vulnerabilities
- Address information security incidents and report them
- Analyze electronic risks and threats and the scope of their impact
- Coordination for the analysis of digital evidence associated with security incidents
- Ensure that devices and systems are not misused and comply with data security and safety guidelines
- Coordinate and implement awareness and training programs in the field of e-security and information safety
- Submit periodical reports to administrators of the key performance indicators of information security and detected security risks and incidents
-Identify and implement a yearly work plan according to terms of reference, to achieve main objectives.
- Any other functions within its competence

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