Good Practices and Innovations in Public Governance 2003-2011

Good Practices and InnovATIONS in Public Governance
Western Asia
United Arab Emirates
2007 Category 2 Winner
Dubai Government Excellence Programme
Dubai Government Excellence Department
United Arab Emirates.
Description
Promoting high performance in government by rewarding and motivating public
officials through the establishment of a Government Excellence Programme.
Summary
The Dubai Government Excellence Department has implemented a number of initiatives
that have influenced positively the performance of government departments. It
has enforced a customer oriented mentality providing better, more reliable, efficient
and effective public services.
The Problem
Dubai’s public administration was struggling to cope with a fast changing environment.
A high percentage of foreigners employed in the public service had brought
with them diverse backgrounds, skills and attitudes. Ownership was weak and organisational
loyalty was tied to income and job stability. The concept of innovation
was alien and staff behaved in slow and reactive mode, responding to demand for
service as time and cumbersome rules and procedures permitted. The administration
was too slow to respond to inquiries; traditional ways of doing things limited freedom
of action by senior staffers, opaque decision making system and organisational
culture of “rule” rather than “service” further underpinned slow responsiveness.
The Solution
The Dubai Government Excellence Programme (DGEP) was launched following a
directive by His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President
and Prime Minister of the UAE, and Ruler of Dubai, to improve public sector
performance. The DGEP seeks to achieve this objective through a range of strategies,
including: human resource training, use of the latest means of communication and
information technology, exchange of expertise within government departments, and
adoption of best global practices.
Since its inception, DGEP is playing a major role in fostering a culture of excellence
among all the governmental entities in Dubai and acts as a role model program in the
Arab region, causing a dramatic and tangible change in the government culture. It
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