Good Practices and Innovations in Public Governance 2003-2011

2007 Category 2: United Arab Emirates
does so by conducting training sessions and seminars on the topic of excellence in
the public sector. DGEP manages several periodic evaluations by independent assessors
trained by the programme. DGEP took the lead to be the first programme in the
Middle East to start conducting periodic customer and employee satisfaction surveys
for all governmental agencies in Dubai, moreover conducting periodic “mystery
shopping programs” in the government.
A change of paradigm took place; the administration perceived its new role as servant
of the public rather then the absolute ruler. Rule making had to be inspired by
the needs of the clients of public services. Facilitation, transparency, easy access to
public services and customer satisfaction became the constituents of a new administrative
creed. Leading administrators were given ample authority to propose and
make changes. The “stakeholders” concept took root in the decision-making process:
consultation with internal and external stakeholders led to a participatory approach in
public administration. Though success of the application of the new philosophy varied,
the majority joined in, and others soon followed, attempting to catch up with the
front runners.
DGEP is also acting as an incubator for several other distinguished programs aimed
at further promoting efficiency and transparency in Dubai’s public offices. Those
programs include: Dubai Government Customer Complaints System, Dubai Knowledge
Exchange Teams, Dubai Institute for Human Resources, Dubai Development,
Dubai Government Performance Management Program (KPI’s), Dubai Program for
Building, Dubai Government HR Excellence, Dubai Government Excellence Service
Program and Integrity (to be launched soon), among others.
All the above projects have influenced different aspects of governmental performance,
resulting in the establishment of various performance excellence programmes
and systems devoted to customer relationship management. These programmes
include: customer identification system, customer need assessment
system, customer complaints management system, customer satisfaction system,
customer communication system, e-government services. 72% of these governmental
services are electronically based, which make public services better, more reliable,
more efficient and effective.
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