Dubai Government Excellence ProgramDubai Government Excellence ProgramAchieving sustainable results

Ahmed NuseiratCoordinator GeneralDubai Government Excellence Programg

DirectorImproving Government ServicesThe Executive Council

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The Executive Council

Dubai – From Sand to Silicon

1991 2005

“The word ‘impossible' is not in leaders' dictionaries. No matter how big the challenges, strong faith, determination and resolve will overcomethe challenges, strong faith, determination and resolve will overcome them.”Mohammed Bin Rashid, World Economic Forum 2004 (16 May 2004)

Growth Path – Facts and FiguresGrowth Path Facts and FiguresGross Domestic Product(US$ billion)

Per Capita Income(‘000 US$)

Oil Share in GDP (%)(US$ billion)

37

( 000 US$)

31

16 +94%

(%)

18

-72%11

1995 2005

+234% 16

1995 2005

+94%5

1995 2005

72%

Re-exports(US$ billion)

Population(million)

21.4

1.2

0.7 +74%

4.8

+345%

20051995 1995 2005

Growth Path – BenchmarksGrowth Path Benchmarks

Real GDP Growth – Dubai vs. International BenchmarksReal GDP Growth – Dubai vs. GCC Countries

200Index

Dubai 13

200Index

Dubai 13

160

180

China 9160

180

Q t 7

100

120

140

SingaporeU.S.

IndiaIreland

35

3

6

100

120

140

Kuwait 4Saudi Arabia3Oman 3

Bahrain 5

Qatar 7

80

100

2000

2001

2002

2003

2004

2005

80

100

2000

2001

2002

2003

2004

2005

Service Sector - Driver of Growth

•Total Share2000 (%)

Share2005 (%)

•Government services •8.8

( )

•6.1

•19Services*: 61.8 73.6•Trade•Transport & Communication•Real Estate & Business Services

23.012.412.0

16.312.99.7

•Oil & gas

•Manufacturing

•10.6

•15.9

•5.1

•13.1

•Agriculture

•Electricity and water

•1.1

•1.8

•0.8

•1.3

Note: (*) Includes trade, construction, transport, storage & communication, real estate & business services, restaurants and hotels, social & personal services, and domestic services

Source: Ministry of Economy

Dubai…Excellence journeyHis Highness Sheikh Mohammad Bin Rashid Al Maktoum the UAE Vice President, Prime Minister and Ruler of Dubai

“In the race for excellence there is no finish line”

“M i i f D b i t b th“My vision for Dubai to be the most favorite international city for business & finance”

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Dubai Government before DGEP

• Traditional no creativity no innovation• Traditional, no creativity, no innovation

• Lack of Customer Focus

• Lack of motivation and competition spirit

• Lack of efficiency and effectivenessLack of efficiency and effectiveness

• Lack of transparency and accountability

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Dubai…Excellence Journey

• Leader’s vision, commitment, G tand involvement

• Several Initiatives

GovernmentExcellence

• DGEP is a core component in

Dubai journey for excellence

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HH Book “My Vision”• “This program grew to be the force behind

improvements of the public sector. It propagated aspirit of competition not known by governmentalspirit of competition not known by governmentaldepartments before. All managers, officials, andemployees seek to compete to provide the best andwin one of the awards”win one of the awards HH Sheikh Mohamed Bin Rashid Al-Maktoum

• Public sector excels private sector in:•Performance & achievement•Innovation and creativity•Innovation and creativity•Efficiency & effectiveness•Transparency & accountability

9Source: My Vision PP139-141

Dubai Strategic Plan 2015 – Growth Consolidation & S t i bilitSustainability

Components of Dubai Strategic Plan• Strengthen Strategic and Forward-

looking Focus Components of Dubai Strategic Plan 2015

Economic Development Sector Plan

looking Focus• Enhance Organizational Structures and

accountability• Increase efficiency

Enhance responsi e & C stomer p

Social Development Sector Plan

Infrastructure, Land & Environment Sector

• Enhance responsive & Customer Service

• Empower and Motivate Public Service Employees ,

Plan

Safety, Security & Justice Sector Plany, y

Government Excellence Sector Plan

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Dubai Government Excellence Program

• Independent Entity established in 1997

i t di th t f• aims at spreading the concept of

excellence, innovation, quality, best management

and professional practice in the Government Sector.

• Develop Excellence Models, Assessp

participants, and award winners

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Dubai Government Excellence Program

DGEP Vision

To attain international levels of excellence in government performance in Dubai.

Regional & International recognition

• United Nation Public Service Award 2007- Improving the Delivery of Services

• BSI Impact Assessment report • Benchmark & Success Story for 8 Arab

Excellence Programs

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Executive Summary – BSI Overview

• As a result of our research and analysis, BSI’s view of the DGEP is that it is the main contributor to the culture of quality and excellence that exists throughout the Government of Dubai

• The DGEP has been in place for 10 years and is the first comprehensive government excellence program that can be found around the worldbe found around the world

• From a list of 5 Government initiatives in Dubai, the DGEP is rated as having the greatest impact on the Dubai Government Departments

Impact of DGEP

No

Yes88 90%

No11.10%

88.90% of Department representatives stated that the DGEP assists them in the realisation of the vision of HH SheikhMohamed Bin Rashid Al-Maktoum

No14.30%

88.90% Mohamed Bin Rashid Al-Maktoum

Yes 85.70%

85.70% of Department representatives stated that the DGEP assists them in meeting the objectives of the Dubai Strategic Plan

No6.71%

93 29% of Department representatives stated that the DGEPYes

93.29%

93.29% of Department representatives stated that the DGEP assists them in improving the performance and results of the Dubai Government sector

Executive Summary – Department Feedback

• Government Departments were asked to rate the impact of the DGEP The top 3• Government Departments were asked to rate the impact of the DGEP. The top 3 areas of impact that were stated are:

– Drives employee productivity and efficiency

E D t t i idi ll t t i– Ensures Department is providing excellent customer service

– Helps us to design, manage & improve processes

• Participants were asked to give their own views on how the DGEP impacts their Departments. The most frequent comments were:

– Positive impact on customer service

– Formalises policy & strategy, leadership p y gy p

– Improves business processes & procedures

– Impact on HR

• 90% of participants stated that the DGEP rates very highly, or medium in terms of helping them to improve the performance of their Department (57% very highly and 43% medium)

DGEP Categories & AwardsOrganizational Excellence Employee ExcellenceOrganizational Excellence Employee Excellence

Distinguished Government Employee

Distinguished Government Department-Golden Category

Distinguished Government Department

Distinguished Administrative Employee

Distinguished Technical Employee

Distinguished Government Division

g p y

Distinguished Specialized/Engineering Employee

Distinguished E-Government Department

Distinguished Team

Distinguished Financial Employee

Distinguished Employee in Supervisory Jobsg

Distinguished Administrative InitiativeDistinguished Field Employee

Distinguished New Employee

16Distinguished Technical Project

Distinguished New Employee

Distinguished Female Employee

DGEP Organizational Excellence Model

(Enablers) الُمَمِكنات (Results)النتــــــائج

نتائج الموارد البشرية(People Results)

نتائج%)9(ا األ

الموارد البشرية(People)

)9(%(2) (6)

القيادة(Leadership)

)10(%

نتائج المتعاملين(Customer Results)

)20(%

األداءالمؤسسي

(Key Performance

Results)

العمليات(Process)

)14(%

السياسة واالستراتيجية (Policy & Strategy)

)8(%(2) (4) )(

نتائج المجتمع(Society Results)

)6(%

Results))15(%

الشراآة والموارد(Partnership & Resources)

)9(%(2) (2) (4) (5) (6))6(% )9(%(2) ( ) (4) (6)

اإلبــداع والتعــلم والشفافيــة(Innovation & Learning & Transparency)

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(Innovation & Learning & Transparency)

Assessment Methodology

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1- Mystery Shopping:

Other DGEP Initiatives1 Mystery Shopping:A program where a number of trained people visit department disguised as customers and evaluate the services that they get based on a pre-set criteria

2 Customer Satisfaction Survey2- Customer Satisfaction SurveyA questionnaire-based survey where opinions of government customers are surveyed during face-to-g y gface meetings or online.

3- Employee Satisfaction SurveyA questionnaire-based survey where opinions of government employees are surveyed during face-to-

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government employees are surveyed during face toface meetings.

4- Unified Complaint System:

Other DGEP Initiatives4 Unified Complaint System:A program where customers of Dubai Government departments can complain about services provided through a unified system in which all complaints are handled consistently.

5- Unknown Soldiers Recognition6- Documentation of Success Stories7- Excellent Services Mark8- Government Innovation Program9- Government Integrity Program

Th j ti20

…….. The journey continues

Dubai Government Satisfaction Index

CUSTOMER SATISFACTIONCONSOLIDATED

& REPORTED AS DGSI

MYSTERY SHOPPING

AS DGSI

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Customer Satisfaction FactorsCustomer Satisfaction Factors

2) Staff Performance

1) Information Gathering

Customer Satisfaction

3) Staff Attitude

4) Efficiency & Speed of Services

5) Service offered / Transaction process

6) Premises)

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Government Customer Satisfaction Index

100

80

90

P t

69 707370

Percentage

63

50

60

2005 2006 2007 Target08

Overall Customer

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Overall Customer Satisfaction Index

Excellence Journey….Challenges

• Absence of Benchmarks• Absence of Benchmarks

• Resistance to change

• Lack of awareness

• Lack of expertise….

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Excellence Journey….Lessons learned

Success Factors:

• Leader’s commitment and involvement• Motivation • Teamwork spiritTeamwork spirit

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E i i Af iEvery morning in Africa…The Gazelle wakes up knowing that it has to run faster than the fastest LiLion….Other wise it will be killed

A d i i Af iAnd every morning in Africa…The Lion wakes up knowing that it has to run faster than the slowest G llGazelle…Otherwise it will starve to deathIt doesn’t matter if you are a Lion or y

a Gazelle. You have to run faster than others

To Survive

26“My Vision” HH Sheikh Mohamed Bin Rashid Al-Maktoum Book

Questions…

“We are more than willing to share our experience with the world”

Nuseirat@tec.gov.ae

www.dubaiexcellence.com

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