How can learning government become smart government? Success stories form the government of Dubai Dr. Zeyad El Kahlout Quality & Excellence Advisor The Executive Council-Government of Dubai

Contents Learning government Smart government What is the link? 2

3 learning government Develop & Sustain Knowledge Use Knowledge to improve Performance

4 Develop & Sustain Knowledge Performance Implicit Knowledge Internal Benchmarking Technology & Scientific Research Training External Sustain Share Transfer

5 Learning from Performance Lessons learned AAR KPIs “causality” Sustain

6 Knowledge Sustainability Update & Maintain Validation and verification Automate Knowledge Base Safety & Security Pack up

7 Use Knowledge Design Needs-Requirements- Satisfaction Delivery Strategy SWOT Needs-Requirements- Satisfaction In all Organizational activities

8 Smart Services 24/7/365Any where

9 Can all Government services be Smart? Informative service Transactional service Field/executional service

10 Can all Government services be Smart? Source: Dubai Smart Government Department

11 How Smart is the “Smart Services”? Excellent Fully Automated On Smart Phone

12 Excellent Services? Follows a Vision Within a strategy By Competent/empowered staff Utilizing resources and partnership Using consistent/ continuously improved processes Where feedback is measured traced and analyzed for improvement Sustainably Improved services

13 How can Org. learning help? What services is mostly used? How frequent? By whom? What are the cultural issues associated? What attributes of the service achieve satisfaction/dissatisfaction? What are the lessons learned?

14 Success Stories from Government of Dubai

(Al-Salfa) Remote Case Registration Service Dubai Courts

(Al-Salfa) Remote Case Registration Service.. Aim & results: Remote case registration service (Al-Salfa) aims to ease the uses of the service for Dubai Courts customers, which results in a number of achievements will be covered in next slides. Knowledge resources for development and continuous improvement: KPIs, Piloting, Statistics, Satisfactions surveys, E-Performance Analysis Tools.. etc

Knowledge Resources (Comparison).. 1. KPIs.. AfterBefore KPIs (samples..)# 20 min 30 minDistance to Courts Total time to register a case 1 30 minWaiting time 40 minService achievement time Free of charge 100/transaction Printing statement of claim Service Cost2 Un-estimatedCost of approaching Courts

Knowledge Resources.. 2. Piloting Approach.. Developing the application Uses by number of low firms findings New version of the application

Knowledge Resources.. 3. Statistics.. ResultsStatistics (samples.. )# 14% (2 nd -qtr of 2013) Application utilization 1 (434265)dhs in 4 months in registering (2656) case (1 million ).. The estimation till end of 2013 Cost saving2 From (14) to (7) procedures Number of internal procedures to fulfill case registration service 3

Knowledge Resources (Comparison).. 4. Satisfaction Survey.. After 4 monthPiloting phase Satisfaction Surveys# 70% 66% Remote case registration service1

Internal assessment Performance Monitoring Benchmarking Exploring Latest Tech Analyzing Lessons Learnt Participating in External Awards Stages of accumulation of knowledge, experience and enhancing the expertise internally and with third parties Now Waiting time (customer services) = 4.58 minutes Service time (paying bills) = 1.41 minutes Time savings (notice to the debtor) = 10 minutes Before Waiting time (customer services) = 19 minutes Service time (paying bills) = 3.24 minutes Time savings (notice to the debtor) = 5 days All the initiatives led to the strengthening of resources and assets to the application of development projects (eg: SAP) How DEWA has benefited from the internal knowledge management process and with third parties in the development of Smart Services

List of Awards and Certificates – Information Technology Division 2013 – 2010 Winning the Bronze Award of the SAP Quality Awards 2012 in the Large Implementation category in EMEA region. Winning the Gold Award of the SAP Quality Awards 2012 in the Large Implementation category in MENA region

Winning eServices Excellence Award in the 16th GCC Middle East e-Government and eServices Excellence award 2011 Winning e-Payment Excellence Award in the 15th GCC Middle East Government and eServices excellence award in 2010 Winning the Government Application Award 2011 in the Government Digital Media Forum Award for distinguished e-Government department (3rd place) 2011, for translating DEWA plans into methodologies and effective partnership, which led to distinguished achievement at regional and international levels. Winning the 1st place in Dubai e-Government eService Quality Evaluation report for 2011/2012, in the category of Government bodies offering less than 50 eServices (5 years in row). List of Awards and Certificates – Information Technology Division 2013 – 2010

Winning the 1st place in Dubai Government website Quality Evaluation. IT Department of the year 2010 (in the Middle East) from Arab ACN Technology Award. Wining Pan Arab Visual Creativity Web Award List of Awards and Certificates – Information Technology Division 2013 – 2010

Wining 2nd & 3rd in GCC e-Government award in best eServices and best e-Project Certified ISO27001:2005 List of Awards and Certificates – Information Technology Division 2013 – 2010

Thermal Energy Storage Turbine Inlet Air Chilling (TESTIAC) Thermal Energy Storage Turbine Inlet Air Chilling (TESTIAC) Winner of 2012 DGEP Award for Distinguished Technical Project

TESTIAC – Winner of Ideas UK 2012

TESTIAC DEWA GENERATION DIVISION KNOWLEDE ACQUIRING, UNDERSTANDING & IDENTIFICATION AS A PART OF CONTINUOUS IMPROVEMENT MECHANISM TECHNICAL ASPECT ANALYSIS MEASUREMENTS & STUDIES EVALUATING TECHNO ECONOMICAL FESEABILITY VERIFYING ALLIGNEMENT WITH CORPORATE OBJECTIVES & STRATEGIES TECHNOLOGY SPECIALISTS PRESENTATIONS SHARING KNOWLEDGE WITH DUBAI & INTERNATIONAL PARTNERS ACQUIRING INFORMATION FROM GT MANUFACTURER AND WORLDWIDE USERS ENGAGING EXTERNAL KNOWLEDGE RESOURCES FOR : USING INTERNALLY AVAILABLE QUALIFIED KNOWLEDGE RESOURCES TO:

ACQUIRED KNOWLEDGE SHARING Sharing acquired knowledge with the WORLD TESTIAC solutions & results Presented to EMPOWER Board of Directors Results and experience acquired on Management level shared on Global Energy Forum, Dubai, 2011 DEWA TESTIAC results offered to GT users on Gas Turbine Users Conference, Norway, 2011 Results shared on United Nation platform through Dubai Carbon Center of Excellence, December 2011 Energy efficiency improvements through TESTIAC explained to different Visiting University Students Presentation to DUBAL and EMAL for their Power augmentation programs (under execution in 2013) Knowledge acquired used in creating Guidelines for TES use in District Cooling M/s Siemens and Pratt & Whitney approaching DEWA to Share Experience on TESTIAC for new Power Plants Knowledge sharing with M/s. Mitsubishi for problems analysis related to chilling in their Plant Wang-Noi ( Vietnam)

30 Thank you