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

September 4, 2016 by BPIR.com Limited

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 gradesCertificate 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 EntityProject titleAim of the project
Dubai Corporation for Ambulance ServicesDevelopment of Emirati Paramedic’s LeadersTo 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 CourtsPersonal Status Smart Certifications ServicesTo 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 CultureDeveloping National Human Resources for MuseumsTo 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 AuthorityShams Dubai Initiative – Increasing customer awareness and engagementTo 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 DepartmentTowards Happy employeesTo 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 MunicipalityImproving Purchase Procedures and ChannelsTo 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 PoliceIntegrated Knowledge ManagementTo move the concept of Knowledge-dissemination into a constant and comprehensive practice according to clearly defined metrics.
Dubai Statistics Center (DSC)Innovative StatisticsTo 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 DubaiDeveloping a World-Class Customer Service Design ProcessTo 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 AuthorityPeople HappinessTo 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 HousingImproving Customer ExperienceTo 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 ProsecutionJudicial Knowledge ManagementTo identify and implement best practices in the transfer of Judicial Knowledge to all prosecutors, relevant staff and stakeholders.
Road and Transport AuthorityRTA’s Knowledge Repository GatewayTo 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.

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