0 العنوان الرئيسي هنا www.websitename.com0June 2020الفصل 0

A LAUNCHING PAD FOR

DUBAI’S PUBLIC SERVICE

TRANSFORMATIONKuala Lumpur, Malaysia

Dr. Hazza Khalfan AlneaimiCoordinator General

DGEP

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The Journey starts here

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Presentation title here

Dubai Excellence Map

3

20051997 2000 20031994

Presentation title here 4

2007

Dubai plan 2015

2012 2013 2014

Dubai Innovation strategy

2016

Dubai Industrial strategy

2030

Dubai HR Law

2017

Dubai Excellence Map

2015

1

5

of the first government excellence programs in the world established in 1997

Set standard and incentivize excellence in Government

Act as a global knowledge and Innovation hub

Advise Dubai leadershipon gov’t excellence

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DGEP in the leader’s vision

• “This program is 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”

• HH Sheikh Mohammed Bin Rashid Al Maktoum Vice President and Prime Minister of the UAE and Ruler of Dubai quoted from his book ‘My Vision’

7

A Role Model

Field visits

Smart Government Initiative

Completed the transformation

of All government entities

Chapter title here

May 22nd 2013

Launch of Smart Government

Initiative by His Highness

May 22nd 2015

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DGEP Role at a Glance

Awareness, Training

and SupportReward & Recognize

Measure and Assess

Set Aims, Develop

Criteria and Initiatives

Learn and Share

Knowledge

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“My People and I love the number one position”

“Dubai will never settle for anything less than first place.”

HH Sheikh Mohammed Bin Rashid Al Maktoum Vice President and Prime Minister of the UAE and Ruler of Dubai

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From DGEP

Predictable process, easy Dynamic assessment

Framework that focuses on processes Framework assesses what matters

Entities fatigued with “heavy” process Entities motivated and engaged

Improvement efforts are not recognized Entities on path to excellence are acknowledged

Large number of awards that dilute prestige Awarding few and truly outstanding performers

To DGEP 2.0

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7 principles form foundation

of DGEP 2.0

Leagues of competition

Results based assessment

Elite Model

New assessment pillar “Ahead of

the Curve” to measure use of

disruptive innovations to improve efficiency/services or policies

1

Feedback

Entities clearly see their achievements

and progress towards their target

5

2

3

Treasure huntLimited number of awards to

elevate value of each award7

LeaderboardAn interactive dashboard that shows the results and the ranking for each categories

4

Pioneering Partnership

A mechanism for cooperation and

partnership between Entities to

improve their performance by transferring expertise and knowledge

6 Focusing on measuring impact and

achieving 100% results for entities

that have achieved maturity in their level of performance

RulesA guide for each assessment cycle that includes a set of principles and guidelines for participating

Capabilities

Network of assessor's transfers knowledge and expertise to entities

TechnologyProgram operated via aweb platform and uses dataanalytics for assessment

Enablers

DGEP 2.0

Spectrum of progression and three leagues of

competition to motivate gov’t entities to improve

14DGEP 2.0

Motivation for

improvement

600 +

450-599

>450

Scores based on last assessment cycle

Elite

Foundation

Excellence

Awards levels

4

15

13

Entities per League

One Category

7 Categories

No Categories

Awards Categories الجوائز

Elite Award

GEM Awards

Leagues of Competitions

15DGEP 2.0

Unpredictable

Assessment

Agility

Partnership

Data science and AI

The Elite Entities are assessed based on an additional “model” that includes 3 Pillars

The assessment is based on the latest trends and Government Priorities

The Elite requirements are dynamic and will change from one cycle to another

Elite Model

16DGEP 2.0

On-line “leaderboard” to increase transparency and motivate entities to improve

Enhance

Transparency

Leaderboard

Best Innovative Entity

Rank Name Score

DEWA

RTA

Dubai Airports

Dubai Police

Dubai Economic Department

…

…

…

….

….32

31

.

7

6

5

4

3

2

1 625

617

604

603

549

…

…

…

…

….

Leading Government

Entity

Best Innovative Entity

Best Achievement

of Dubai Plan 2021

Happiest Work

Environment

Best Entity in the Field of

Smart Government

Best Entity in

Service Provision

Changing theme

Best Entity in Fin.

Mgmt. and Governance

LEADERBOARDS

Points needed to become a leader: xx

Points needed to move in ranking: xx

Assessment results per

award category

Entity's performance

compared to other

entities

Points required to move

up in ranking

Next

17DGEP 2.0

Knowledge-sharing events and pairing top performers with bottom performers would reinforce culture of “one government”

Pioneering Partnership

Self assessment

Knowledge-sharing

activities

knowledge-sharing

temporary secondment

Match-making

programs

Excellence level

(600 – 500)

(500 – 450)

Elite levelFoundation level

(600+ )( 4- 50 )

Collective

Responsibility

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DGEP Differentiation

TRUSTED UPDATED INTEGRATED IMPACTFUL GLOBAL

REPUTATION

19

DGEP Differentiation

TRUSTED

20

DGEP Differentiation

UPDATED

1

5

2

3

7

4

6

21

DGEP Differentiation

INTEGRATED

22

GLOBAL

REPUTATION

DGEP Differentiation

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IMPACTFU

L

DGEP Differentiation

24Source: BCG analysis

Gov’t efficiencyand effectiveness

Happiness andwelfare of citizens

InnovationInt’l

competitivenessDGEP

objectives

“… to acquire a competitive advantage and a leading position …”

“… to support government trends related to innovationfor Dubai …”

“… to reach the highest degree of efficiency and effectiveness in the provision of government services …”

“… to enable government entities to achieve welfare and happiness for citizens …”

DGEP was created with a mission to incentivize Dubai’s gov’t entities to achieve four objectives

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“It’s one of the most prestigious award”

“DGEP gave us a framework for improvement”

“It puts us under pressure to deliver”

“DGEP provided incentives to improve our services”

Dubai Government entities

Presentation title here Chapter title here 26Presentation title here

3.7 3.4 3.3 3.3 3.3 3.3 3.0

Encouraged

innovation

Motivation to

achieve

national vision

Learning about

best practices

Improved

leadership

and strategy

Improved

accountability

of employees

Improved

efficiency and

productivity

Long-term

financial

sustainability

Benefits achieved by entities from participating in DGEPPerception of benefits on scale from 0 (none) to 5 (beyond expectations)3

Notes: 1. Entities that ranked impact of DGEP 7+ on the scale from 0 (no impact) to 10 (beyond expectations) 2. Max. response was 10 and min. response was 3 3. Max. response was 5 and min. response was 0Source: Survey of 23 Dubai gov't entities conducted by DGEP and BCG teams in June 2019; BCG analysis

Gov’t efficiency and effectiveness

70%Gov’t entities say

that DGEP was impactful in improving

their effectiveness

Overall, gov’t entities see value in DGEP, particularly in motivating them to achieve Dubai’s KPIs and priorities

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DGEP associated with improvement in customer happiness of ~50% in 12 years

690

803829 830 841

867909 910909 910 915 922 893

850

2006 201420092004 20122005 20102007 2008 2011 2013 2015 2016 2017 2018

630

692

741

Customer Happiness Index (CHI)Average Dubai gov’t results, score, 2004-2018

Happiness and welfare of citizens

+46%

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Dubai ranks 18th

out of 32 cities

Dubai is among top-20 innovative citiesInnovation

Note: 1. DGEP initiative which encourage gov’t entities to propose innovative ideasSource: Chamber of Commerce of Dubai Innovation Index; Survey of 23 Dubai gov’t entities conducted by DGEP and BCG teams in June 2019; BCG analysis

DGEP taught us innovation for problem solving

DGEP program helped us focus on the future and community innovation

We benefitted from DGEP’s Dubai Innovates initiative

City Rank

New York City 1

Seoul 2

Hong Kong 3

Tokyo 4

Shanghai 5

London 6

Singapore 7

… …

… …

Dubai 18

Sydney 19

Moscow 20

Top-20 cities in Innovation Index 2018Ranking, 2018

According to entities, this can be attributed to DGEP innovation framework

Innovation

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1997 2004 2006 2008

Impact & Influence in UAE

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30

2004 2006 2008

Impact & Influence Regionally

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Success stories

RTA signed a Joint Venture (JV) withInitiative

1. Government Services

2. Innovation Management

3. Financial Resource Management

4. Partnership

Linkage with

1. 7.4% Increase in Overall Taxi Transactions (2018 -2019)

2. 4.8 Weekly trip rating (2018-2019)

3. Operational Efficiency from 47% Q3 2018 to 91% Q3 2019

4. 16% Above Target of Total Market Share (2019)

5. 13% Above Target of Total Cumulative Revenues (2019)

6. A Decrease from 11.3 to 3.3 minutes Wait Time (2018-2019) as the target is 5 minutes

Main Outcomes

Enhance Dubai Taxi Service

Artificial intelligence in monitoring the behavior of driversInitiative

1. Operation Management

2. Sustainability

3. Innovation Management

4. Artificial Intelligence

Linkage with

1. Decrease fuel consumption by 10%

2. 100% accident reduction

3. Decrease harsh breaking from 75 in 2017 to 26 in 2019 (per bus per day)

4. Decrease fatigue alerts from 100 in 2017 to 10 in 2019 (per bus per day)

5. Decrease lane departure from 601 in 2017 to 390 in 2019 (per bus per day)

Main Outcomes

Raqeeb System

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COVID-19 Pandemic

Presentation title herePresentation title here

Benchmarking initiative in managing and recovering from COVID_19

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Dubai We Learn

Chapter title here

International Benchmarking tool

6 weeks

5 teams and 28 members

200 best practices

50 Countries

Best Practices report

Presentation title here

TRADE Best Practice Benchmarking provides a systematic and effective approach for breakthrough improvements and sustainable change management

TRADE focuses on the exchange (or “trade”) of information and best practices to improve the performance of processes, goods and services.

Presentation title here

Knowledge Sharing Summit’s during the year where team’s share progress of their projects

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Words to the Malaysian Excellence Award

Build TrustShow

Relevance

Monitor and

Follow up

Measure your

Success

Improve

Continuously

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Words to the Malaysian Organizations

Customer First

Build on Local

Distinctive

Capabilities

Innovate or

Evaporate

Leverage on

Technology

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

Questions?

+971 4 123 1234dgep@tec.gov.ae P.O.Box 12345 Dubai, UAE حدةدبي، اإلمارات العربية المت12345

@DubaiExcellence | www.dgep.gov.ae