Dubai Government Excellence Program

Dubai Government Excellence Program
Achieving sustainable results
Ahmed Nuseirat
Coordinator General
Dubai Government Excellence Program
g
Director
Improving Government Services
The Executive Council
1
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 overcome
them.”
Mohammed Bin Rashid, World Economic Forum 2004 (16 May 2004)
Growth Path – Facts and Figures
Gross Domestic Product
(US$ billion)
Per Capita Income
((‘000
000 US$)
37
31
18
+94%
16
+234%
11
1995
Oil Share in GDP
(%)
-72%
72%
5
2005
1995
1995
2005
Re-exports
(US$ billion)
Population
(million)
21.4
1.2
+74%
0.7
+345%
4.8
1995
2005
1995
2005
2005
Growth Path – Benchmarks
Real GDP Growth – Dubai vs.
GCC Countries
Real GDP Growth – Dubai vs. International Benchmarks
Index 200
160
140
Q t
Qatar
7
140
120
Bahrain
5
Kuwait
4
Saudi Arabia3
Oman
3
120
2005
2004
2003
80
2002
80
2001
100
2000
100
2004
160
2003
180
2002
180
2001
13
2000
Dubai
Dubai
13
China
9
India
Ireland
Singapore
U.S.
6
5
3
3
2005
Index 200
Service Sector - Driver of Growth
•Total
•Government
services
Share
Share
2000 (%) 2005 ((%))
•8.8
•6.1
61.8
16.3
12.9
9.7
73.6
23.0
12.4
12.0
•Manufacturing
•15.9
•13.1
•Oil & gas
•10.6
•5.1
•Electricity and water
•1.8
•1.3
•Agriculture
•1.1
•0.8
Services*:
•19
•Trade
•Transport & Communication
•Real Estate & Business Services
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 journey
His 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”
“My vision
“M
i i ffor D
Dubai
b i tto b
be th
the
most favorite international city
for business & finance”
6
Dubai Government before DGEP
• Traditional,
Traditional no creativity
creativity, no innovation
• Lack of Customer Focus
• Lack of motivation and competition spirit
• Lack of efficiency and effectiveness
• Lack of transparency and accountability
7
Dubai…Excellence Journey
• Leader’s vision, commitment,
and involvement
• Several Initiatives
• DGEP is a core component in
Dubai journey for excellence
8
Governmentt
G
Excellence
HH Book “My Vision”
•
•
“This program grew to be the force behind
improvements of the public sector. It propagated a
spirit of competition not known by governmental
departments before. All managers, officials, and
employees seek to compete to provide the best and
win one of the awards
awards” HH Sheikh Mohamed Bin Rashid Al-Maktoum
Public sector excels private sector in:
•Performance & achievement
•Innovation and creativity
•Efficiency & effectiveness
•Transparency & accountability
Source: My Vision PP139-141
9
Dubai Strategic Plan 2015 – Growth Consolidation &
S t i bilit
Sustainability
• Strengthen Strategic and Forwardlooking Focus
• Enhance Organizational Structures and
accountability
• Increase efficiency
• Enhance responsi
responsive
e&C
Customer
stomer
Service
• Empower and Motivate Public Service
Employees
Components of Dubai Strategic Plan
2015
‰ Economic Development
p
Sector Plan
‰ Social Development Sector Plan
‰ Infrastructure,, Land & Environment Sector
Plan
‰ Safety,
y, Securityy & Justice Sector Plan
‰ Government Excellence Sector Plan
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Dubai Government Excellence Program
• Independent Entity established in 1997
• aims
i
att
spreading
di
th
the
conceptt
off
excellence, innovation, quality, best management
and professional practice in the Government Sector.
• Develop
p
Excellence
Models,
Assess
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
12
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 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
11.10%
Yes
88 90%
88.90%
88.90% of Department representatives stated that the DGEP
assists them in the realisation of the vision of HH Sheikh
Mohamed Bin Rashid Al-Maktoum
No
14.30%
Yes
85.70%
85.70% of Department representatives stated that the DGEP
assists them in meeting the objectives
of the Dubai Strategic Plan
No
6.71%
Yes
93.29%
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
DGEP. The top 3
areas of impact that were stated are:
– Drives employee productivity and efficiency
– Ensures
E
D
Department
t
t is
i providing
idi excellent
ll t customer
t
service
i
– 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 p
policy
y & strategy,
gy leadership
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 & Awards
Organizational Excellence
Employee Excellence
Distinguished Government Employee
Distinguished Government DepartmentGolden Category
Distinguished Administrative Employee
Distinguished Government Department
Distinguished
g
Technical Employee
p y
Distinguished Government Division
Distinguished Specialized/Engineering
Employee
Distinguished E-Government Department
Distinguished Financial Employee
Distinguished
g
Team
Distinguished Administrative Initiative
Distinguished Employee in Supervisory Jobs
Distinguished Field Employee
Distinguished New Employee
Distinguished Technical Project
Distinguished Female Employee
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DGEP Organizational Excellence Model
(Results) ‫اﻟﻨﺘــــــﺎﺋﺞ‬
(Enablers) ‫اﻟ ُﻤ َﻤﻜِﻨﺎت‬
‫اﻟﻤﻮارد اﻟﺒﺸﺮﻳﺔ‬
‫ﻧﺘﺎﺋﺞ اﻟﻤﻮارد اﻟﺒﺸﺮﻳﺔ‬
‫ﻧﺘﺎﺋﺞ‬
‫اﻷداء‬
‫اﻷ ا‬
‫اﻟﻤﺆﺳﺴﻲ‬
(Key
Performance
Results)
(2)
(2)
(6)
(%9)
‫ﻧﺘﺎﺋﺞ اﻟﻤﺘﻌﺎﻣﻠﻴﻦ‬
(%15)
(2)
(People Results)
(Customer Results)
(%20)
‫اﻟﻌﻤﻠﻴﺎت‬
(Process)
(%14)
(4)
(Policy & Strategy)
(%8)
‫اﻟﻘﻴﺎدة‬
(Leadership)
((%10)
‫اﻟﺸﺮاآﺔ واﻟﻤﻮارد‬
(Partnership & Resources)
(Society Results)
(%6)
(%9)
‫اﻟﺴﻴﺎﺳﺔ واﻻﺳﺘﺮاﺗﻴﺠﻴﺔ‬
‫ﻧﺘﺎﺋﺞ اﻟﻤﺠﺘﻤﻊ‬
((2))
(People)
(4)
(5)
(%9)
(6)
‫اﻹﺑــﺪاع واﻟﺘﻌــﻠﻢ واﻟﺸﻔﺎﻓﻴــﺔ‬
(Innovation & Learning & Transparency)
17
Assessment Methodology
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Other DGEP Initiatives
1 Mystery Shopping:
1A 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 Survey
2
A questionnaire-based survey where opinions of
government customers are surveyed
g
y during
g face-toface meetings or online.
3- Employee Satisfaction Survey
A questionnaire-based survey where opinions of
government employees are surveyed during face-toface to
face meetings.
19
Other DGEP Initiatives
4 Unified Complaint System:
4A 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 Recognition
6- Documentation of Success Stories
7- Excellent Services Mark
8- Government Innovation Program
9- Government Integrity Program
…….. The
Th jjourney continues
ti
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Dubai Government Satisfaction Index
CUSTOMER SATISFACTION
CONSOLIDATED
& REPORTED
AS DGSI
MYSTERY SHOPPING
21
Customer Satisfaction Factors
1) Information Gathering
2) Staff Performance
Customer
Satisfaction
3) Staff Attitude
4) Efficiency & Speed of Services
5) Service offered / Transaction process
6)) Premises
22
Government Customer
Satisfaction Index
100
90
P
Percentage
t
80
70
60
50
69
70
2006
2007
73
63
2005
Target
08
Overall Customer
Satisfaction Index
23
Excellence Journey….Challenges
• Absence of Benchmarks
• Resistance to change
• Lack of awareness
• Lack of expertise….
24
Excellence Journey….Lessons learned
Success Factors:
•
•
•
Leader’s commitment and involvement
Motivation
Teamwork spirit
25
Every morning
E
i iin Af
Africa…
i
The Gazelle wakes up knowing that it
has to run faster than the fastest
Lion….
Li
Other wise it will be killed
And
A
d every morning
i iin Af
Africa…
i
The Lion wakes up knowing that it
has to run faster than the slowest
G
Gazelle…
ll
Otherwise it will starve to death
you are a Lion or
It doesn’t matter if y
a Gazelle. You have to run faster than others
To Survive
“My Vision” HH Sheikh Mohamed Bin Rashid Al-Maktoum Book
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Questions…
“We are more than willing to
share our experience with the
world”
[email protected]
www.dubaiexcellence.com
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