1. Best practice projects leading to transformational change in Dubai’s government operations and services

    September 4, 2016 by ahmed

    1st progress sharing day

    It is one year since the Dubai Government Excellence Programme (DGEP) launched the “Dubai We Learn – Knowledge Sharing and Innovation Initiative” for government entities in Dubai. This ambitious programme consists of a range of knowledge sharing and organisational learning activities designed to fast-track organisational improvement and stimulate innovation. A key part of this initiative has been the mentoring of benchmarking projects by DGEP’s partner the Centre for Organisational Excellence Research, New Zealand.

    The first wave of benchmarking projects will come to an end on the 5 October 2016 when 13 project teams give a presentation and submit a benchmarking report to share their project results. Project teams have been using the TRADE Best Practice Benchmarking Methodology – a rigorous step by step approach that involves searching for and implementing leading edge practices that will help the Dubai government become one of the best in the world. Some project teams have travelled internationally to find best practices whilst others have learnt from other government entities and the private sector in Dubai. The TRADE methodology is shown below and a video, provided by Dubai Municipality, highlighting its benefits can be watched at https://www.youtube.com/watch?v=yCXh72KP_Co

    TRADE

    The projects will be assessed by an expert panel consisting of Dr Robin Mann, Founder of TRADE, Centre for Organisational Excellence Research, Massey University, New Zealand, Professor Dotun Adebanjo, University of Greenwich, London and Arndt Husar, Deputy Director, United Nations Development Programme (UNDP), Global Centre for Public Service Excellence, Singapore. Recognition will be given at TRADE Benchmarking Certification levels using a 7 star system as shown below.

    Assessment grades Certificate awarded
    7 Stars ★ ★ ★ ★ ★ ★ ★ TRADE Benchmarking Proficiency Certificate with Commendation
    5 to 6 Stars ★ ★ ★ ★ ★ ★ TRADE Benchmarking Proficiency Certificate with Commendation
    3 to 4 Stars ★ ★ ★ ★ TRADE Benchmarking Proficiency Certificate
    1 to 2 Stars ★ ★ Incomplete

     

    A summary of the 13 projects is presented below:

    Government Entity Project title Aim of the project
    Dubai Corporation for Ambulance Services Development of Emirati Paramedic’s Leaders To identify and implement best practices in Paramedic training and practices to reduce patient mortality/morbidity rates, increase recovery rates, and reduce the reliance on hospital intervention by 2020.
    Dubai Courts Personal Status Smart Certifications Services To transform Personal Status Certification issuing services (such as civil transactions like marriage and divorce) from traditional counter services to smart services (providing an integrated technology based solution) whilst achieving superior levels of customer satisfaction.
    Dubai Culture Developing National Human Resources for Museums To provide the growing sector of museums in Dubai, with professional human resources in the different fields of museology and to improve the current performance of National human resources to world class standards.
    Dubai Electricity & Water Authority Shams Dubai Initiative – Increasing customer awareness and engagement To increase customer awareness and engagement with Shams Dubai initiative, improve marketing efforts, build effective conversations, create brand advocates and increase Dubai based customer uptake of solar projects.
    Dubai Land Department Towards Happy employees To identify and implement best practices that result in world-class employee happiness levels with a particular emphasis in reducing employee turnover and increasing employee engagement.
    Dubai Municipality Improving Purchase Procedures and Channels To identify and implement best practices in purchasing to increase purchase requisitions processed within a target of 20 days from 74% to 85% with an emphasis on increasing “bids awarded in time”.
    Dubai Police Integrated Knowledge Management To move the concept of Knowledge-dissemination into a constant and comprehensive practice according to clearly defined metrics.
    Dubai Statistics Center (DSC) Innovative Statistics To identify best practices in Innovation to enable DSC to develop and implement a strategy for innovation to improve its process and services.
    General Directorate of Residency & Foreigners Affairs Dubai Developing a World-Class Customer Service Design Process To develop and pilot a world-class customer service design process that is rapid, inclusive of all stakeholder needs, and delivers customer delight.  (The customer service design process is required for services such as issuing/renewing Visas, Passports, Residencies; monitoring and reaching departing travellers)
    Knowledge & Human Development Authority People Happiness To identify and implement best practices related to people happiness to increase their happiness, work-life balance and well-being. (KHDA are currently in the top 15% of organisations for employee happiness based on an independent international measure)
    Mohamed Bin Rashid Enterprise for Housing Improving Customer Experience To reduce the number of service counter visits by customers at MRHE by providing attractive alternative methods to serve customers (such as through Smart Applications, Smart Channels) and reducing the need for repeat visits.
    Public Prosecution Judicial Knowledge Management To identify and implement best practices in the transfer of Judicial Knowledge to all prosecutors, relevant staff and stakeholders.
    Road and Transport Authority RTA’s Knowledge Repository Gateway To identify and implement best practices in Knowledge Management and how to encourage knowledge sharing among related stakeholders; employees, partners in addition to vendors and suppliers that will enhance /enrich the organization memory and learning process.

    Videos on each teams’ project will be released shortly after the 5 October for the benefit of the whole of Dubai’s government. These videos will be hosted on Dubai We Learn’s best practice resource, http://www.dgep.bpir.com/, which is available for use by all 37 government entities.

    Due to the tremendous success of this initiative a 2nd wave of benchmarking projects will start in early January 2017. If your government entity is interested in joining the 2nd wave of projects please contact Dr. Zeyad Mohammad El Kahlout, Quality and Excellence Advisor, Dubai Government Excellence Program, The General Secretariat of the Executive Council of Dubai, Zeyad.ElKahlout@tec.gov.ae.


  2. Toward a world class innovation strategy: Dubai Statistics Center leading the way

    May 17, 2016 by ahmed

    3rd Progress Sharing Day

    On the 28th of April, the 3rd Progress Sharing Day of Dubai We Learn was held. For those new to the initiative, this initiative is led by the Dubai Government Excellence Programme and the Centre of Organisational Excellence Research (COER), New Zealand. The initiative aims to empower a culture of institutional learning and the transfer and exchange of knowledge within Dubai’s government sector.

    The initiative consists of the mentoring of 13 benchmarking projects, training in organisational learning and benchmarking, and the provision of a best practice resource, http://www.BPIR.com, for all 37 government entities.

    To assist in the sharing of best practices, 3 progress sharing days for the 13 benchmarking projects have been held. During these days, each team describes the progress they have made with their projects. As all project teams are using the TRADE benchmarking methodology it is easy to compare progress. Some teams have recorded video clips to showcase their work and the benefits they are obtaining, such as the example below from Dubai Municipality.


    To add interest to the day, each team is given 10 minutes to present and the audience vote on which projects have made most progress. At the 3rd Progress Sharing Day, 4 teams were selected as achieving the most progress with Dubai Statistics Centre (DSC) achieving the most votes. The four projects were:

    • Shams Dubai Initiative (Customer awareness & engagement) – Dubai Electricity & Water Authority
    • Improving Purchasing Channels – Dubai Municipality
    • People Happiness – Knowledge & Human Development Authority
    • Innovative Statistics – Dubai Statistics Center (DSC)

    The aim of DSC’s project is to “identify best practices in Innovation to enable DSC to develop and implement a strategy for innovation to improve its processes and services”.

    DSC started its project by undertaking a number of innovation self-assessments. The self-assessment tools they used were from the BPIR.com. Of the 5 Innovation Self-assessment Tools, DSC found the self-assessment titled “Innovation Maturity (organisation-wide)” the most comprehensive and useful. The self-assessments enabled DSC to identify its current level of Innovation Maturity and identify specifically what needed to be improved. In particular, they identified the need to improve in: innovation strategies, innovation measurement, innovation labs, suggestion schemes and innovative statistical information delivery.
    During the search for potential benchmarking partners, DSC used the identified areas of improvement as criteria for selecting benchmarking partners. For example, DSC searched for organisations with an innovation strategy that resulted in an innovative culture.

    By the 3rd Progress Sharing Day, DSC had finished benchmarking visits to four organisations locally and obtained many best practices through internet research. Some examples of the practices that they are considering implementing are:

    • Innovation Management Standard: The European Innovation Management Standard CEN/TS 16555 has been underway since 2008, and as such it incorporates a lot of the elements which are believed to constitute current best practices on innovation management. The Standard consists of 7 documents:
      • Innovation management system (16555-1:2013)
      • Strategic intelligence management (16555-2:2014)
      • Innovation thinking (16555-2:2014)
      • Intellectual property management (16555-4:2014)
      • Collaboration management (16555-5:2014)
      • Creativity management (16555-6:2014)
      • Innovation management assessment (16555-7, 2015)
    • e-Cap System: An electronic system to follow-up corrective actions, analyse risks, prioritize actions and raise status reports as they consider any corrective action as a creative idea.
    • Government Innovation Lab Manual: A manual designed to provide tools and techniques on how to implement an innovation lab from brainstorming workshop to idea implementation.
    • Customer Pain Point: A system to find the problems faced by the customer in order to come up with innovative solutions, in other word it is a customer inspired innovation.

    For more information about this initiative download the attached article and sign-up up to COER’s newsletter to receive the latest updates.


  3. Does your organisation have best practices in one of the following 13 areas?

    February 25, 2016 by ahmed

    dwl

    The Dubai Government Excellence Programme’s (DGEP) “Dubai We Learn” initiative consists of a range of organisational learning and benchmarking activities. The initiative aims to empower a culture of institutional learning and the transfer and exchange of knowledge within the government sector.

    One key part of the initiative is the undertaking of 13 benchmarking projects that are facilitated by the Centre of Organisational Excellence Research (COER), New Zealand. All 13 projects are using the TRADE Best Practice Benchmarking methodology with an expectation that most projects will be completed within a year (the projects began in October 2015). Currently most projects are starting the “Acquire best practices” stage of TRADE and searching for benchmarking partners and learning best practices.

    It is for this purpose we are inviting organisations with “good” to “best practices” in these 13 areas, Click this link, to contact us to explore if there is an opportunity for mutual learning. The respective government entity will be happy to share with you its own practices and the project work it has conducted so far. We would also be pleased to share with you best practices from other Dubai We Learn participants to thank you for your assistance.

    If you can help in our search for best practices, please send an email to Dr Robin Mann, Director – Centre for Organisational Excellence Research, r.s.mann@massey.ac.nz.

    For more information on “Dubai We Learn” read here.


  4. Dubai Municipality Leading the Way in Government Initiatives

    January 23, 2016 by ahmed

    Dubai We Learn Logos

    The Dubai Government Excellence Programme’s (DGEP) Dubai We Learn” initiative consists of a range of organisational learning and benchmarking activities as described in a previous blog “Identifying and Applying Best Practices for Government”

    At the 2nd Progress Sharing Day held on 18 January 2016, 13 project teams from 13 government departments shared the progress of their benchmarking projects. To maximise the engagement and learning of the government entities the audience were invited to vote on which teams had made most progress.

    The team judged to have made most progress were from the Dubai Municipality with its project to “Improve Purchase Procedures and Channels”. Other government entities recognised for their progress were the Dubai Corporation for Ambulance Service for its project on “Development of Emirati Paramedic Leaders” and Mohamed Bin Rashid Enterprise for Housing for its project on “Improving Customer Experience” particularly through using SMART applications. Regardless of the voting, all teams demonstrated an exceptional dedication to their projects.

    Dubai_Municipality_Team

    All projects are using the TRADE Best Practice Benchmarking methodology with an expectation that most projects will be completed within a year (the projects began in October 2015). Currently most projects are in the “Research” stage of TRADE and making sure that they have a deep understanding of their processes, systems and performance before moving to the “Acquire” stage. The Acquire stage is where the teams will be identifying benchmarking partners and learning best practices.

    Dubai Municipality have made substantial strides in its procurement process in recent years including becoming the first government department in the Emirate to introduce web-based automation across its entire procurement cycle and achieving recognition at a number of international awards (CIPS Middle East Awards 2015 – Most Improved Procurement Operation ). The procurement department’s project for Dubai We Learn aims to reduce the average cycle time of processing purchase requisitions from 16 to 12 days or less. The team have studied in depth their current procurement system and performance using process analysis tools such as: workload analysis, value stream analysis, influence – interest matrix, customers segmentation, fishbone diagram, process flowchart analysis and waste analysis. As a result of this analysis a number of areas for improvement were identified such as ensuring that technical specifications are correctly detailed and how to quickly evaluate potential suppliers for technical purchases, and how to automate these processes. The next stage of their project will be to identify relevant organisations to learn from.

    At the Progress Sharing Day the performance of all the teams was commended by the Executive Council of Dubai and Dubai Government Excellence Programme (DGEP). His Excellency Abdulla Al Shaibani – Secretary General of the Executive Council of Dubai and Dr. Ahmed Al Nuseirat – General Coordinator of Dubai Government Excellence Programme, both delivered speeches and encouraged the teams to maintain their momentum.

    Are you implementing a best practice in any area related to the 13 projects below? If so, we would like to hear from you. Please email ahmed@bpir.com for more details.

    Government Entity Project title
    Dubai Cooperation for Ambulance Services Development of Emirati Paramedic’s Leaders
    Dubai Courts Personal Status Smart Certifications Services
    Dubai Culture Developing National Human Resources for Museums
    Dubai Electricity & Water Authority Shams Dubai Initiative
    Dubai Land Department Towards Happy Employees
    Dubai Municipality Improving Purchase Procedures and Channels
    Dubai Police Head Quarter Smart Police Officer
    Dubai Statistics Center Innovative Statistics
    General Directorate of Residency & Foreigners Affairs Dubai Developing a World-Class Customer Service Design Process
    Knowledge & Human Development Authority People Happiness
    Mohamed Bin Rashid Enterprise for Housing Improving Customer Experience
    Public Prosecution Judicial Knowledge Management
    Road and Transport Authority RTA’s Knowledge Repository Gateway

    For more information about this initiative download the attached article and sign-up up to COER’s newsletter to receive the latest updates.

     


  5. Identifying and Applying Best Practices for Government

    January 5, 2016 by ahmed

    Dubai We Learn Logos

    The Dubai Government Excellence Programme (DGEP), part of the General Secretariat of the Executive Council of Dubai, launched the Dubai We Learn initiative in October 2015. This initiative is in cooperation with the Centre of Organisational Excellence Research (COER), New Zealand. The initiative aims to empower a culture of institutional learning and the transfer and exchange of knowledge within the government sector.

    The initiative consists of the mentoring of 13 benchmarking projects, training in organisational learning and benchmarking, and the provision of a best practice resource, www.BPIR.com, for all 37 government entities.

    The 13 government projects are shown below:

    Government Entity Project title
    Dubai Cooperation for Ambulance Services Development of Emirati Paramedic’s Leaders
    Dubai Courts Personal Status Smart Certifications Services
    Dubai Culture Developing National Human Resources for Museums
    Dubai Electricity & Water Authority Shams Dubai Initiative
    Dubai Land Department Towards Happy Employees
    Dubai Municipality Improving Purchase Procedures and Channels
    Dubai Police Head Quarter Smart Police Officer
    Dubai Statistics Center Innovative Statistics
    General Directorate of Residency & Foreigners Affairs Dubai Developing a World-Class Customer Service Design Process
    Knowledge & Human Development Authority People Happiness
    Mohamed Bin Rashid Enterprise for Housing Improving Customer Experience
    Public Prosecution Judicial Knowledge Management
    Road and Transport Authority RTA’s Knowledge Repository Gateway

    For more information about this initiative download the attached article and sign-up up to COER’s newsletter to receive the latest updates.