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Good practice Imported

Sanad — Jordan's AI Chatbot and Digital ID Platform Reaching 2.9 Million Citizens

Jordan · Amman · See the Jordan profile · See the Amman profile

Evidence: Descriptive / self-reported Top 76% 47/100 · Ask Evidence Copilot about this practice

Jordan's Ministry of Digital Economy built Sanad, a digital-ID app with an Infobip AI chatbot; by mid-2026 it reached ~2.9M activated identities (42% of eligible adults) and 500+ services, though no independent evaluation of the chatbot itself exists.

2.6 million+
Activated digital identities (May 2026) (2026-05)
~2.9 million
Activated digital identities (August 2026) (2026-08)
~42%
Share of ID-holders aged 16+ activated (2026-05)
500+ (~80% of total)
Government services accessible via Sanad (2026)
63% (2024) → 71% (2025)
Government Electronic and Mobile Services Maturity Index
Sanad — Jordan's AI Chatbot and Digital ID Platform Reaching 2.9 Million Citizens

Details

Maturity
Scaling
Promoter
Ministry of Digital Economy and Entrepreneurship (Jordan)
Period
2020-2026
Keywords
digital identity, citizen services, government chatbot

Context

Jordan's Ministry of Digital Economy and Entrepreneurship (MoDEE) launched the Sanad app in February 2020 as the country's unified digital-identity and e-government platform, later adding an Infobip-built conversational AI chatbot (SanadJo) that lets citizens reach services such as the Ministry of Health, the National Aid Fund and the Social Security Corporation over WhatsApp.

Activities

A January 2026 update added instant remote activation, removing the need for citizens to enrol in person, and Sanad gained full legal status as a recognised form of identification the same year, including acceptance by the banking sector.

Results

By May 2026 the government reported more than 2.6 million activated digital identities (about 42% of ID-holders aged 16 and over), rising to roughly 2.9 million by August 2026, with over 500 of Jordan's government services (about 80% of the total) accessible through the app. Jordan's overall Government Electronic and Mobile Services Maturity Index score rose from 63% in 2024 to 71% in 2025.

Conclusions

The reported figures come from Jordan's official Petra news agency and are corroborated by independent outlets such as Biometric Update, but no independent study has isolated what share of the platform's growth or service completions is attributable to the AI chatbot specifically, as opposed to the underlying digital-ID infrastructure.

Implementation
Indicative cost
High (€500k–€5M) — No public cost figure disclosed for the Sanad platform or the Infobip chatbot integration.
Time to results
Long (> 3 years) — Sanad app launched February 2020; SanadJo chatbot added later; instant remote activation added January 2026.
Staffing & skills
Ministry of Digital Economy and Entrepreneurship (MoDEE) platform team, Infobip (conversational AI/chatbot vendor)

Conditions for success

  • Integration across Ministry of Health, National Aid Fund, Social Security Corporation and 500+ government services (~80% of total)
  • Instant remote activation (added January 2026) removing the need to enrol in person
  • Legal recognition of Sanad as a valid ID, including acceptance by the banking sector

Common failure modes

  • No independent study isolates what share of growth or service completions is attributable to the AI chatbot specifically, versus the underlying digital-ID infrastructure

Where it fits

Governance type
national e-government/digital-ID platform
Scale
national (Jordan), 2.9 million activated identities by August 2026
Income level
upper-middle-income (Jordan)

Commonly funded by

National / regional programmes

Indicative funding routes for practices of this type — always check each programme's current calls and eligibility rules.

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Data sources

Where this practice's information was retrieved from, and when.

Attachments

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