Human Resources at Emirates Identity Authority: A Building Block of the New Strategic Plan

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Al-Khouri, A.M. (2012) 'Human Resources at Emirates Identity Authority: A Building Block of the New Strategic Plan', Sharing Best Practices of Investors in People Forum, Feb24, Dubai, UAE.

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Human Resources at Emirates Identity Authority: A Building Block of the New Strategic Plan

  1. 1. Case Study : Human Resources at Emirates Identity Authority A Building Block of the new Strategic Plan Forum: “Sharing Best Practices of IIP” Date: Tuesday 24th April, 2012 Venue: Department of Economic Development, Dubai, UAE.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ www.emiratesid.aeOur Vision: To be a role model and reference point in proofing individual identity and build wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE © 2010 Emirates Identity Authority. All rights reserved
  2. 2. • About Emirates Identity Authority • 2010 – 2013 Strategy • Strategic Initiatives • Overview of HR strategies and plansFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  3. 3. • About Emirates Identity Authority About Emirates Identity Authority • 2010 – 2013 Strategy • Strategic Initiatives • Overview of HR strategies and plansFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  4. 4. Abut Emirates Identity Authority Emirates Identity Authority is an independent federal government organization, established by the presidential decree no. (2) in 2004, tasked to develop a national identity management infrastructure for the government of the United Arab Emirates. The infrastructure is envisaged to: support e-government progress and strategic planning and decision making in the country. One of the key components of the infrastructure includes producing national identity cards to all population in the country; citizens and legal residents, that will act as the primary means through which people’s identities will be identified and authenticated (i.e., through a unique identification number, smart card, and biometrics).Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  5. 5. Abut Emirates Identity Authority Emirates Identity Authority is an independent federal government organization, established by the presidential decree no. (2) in 2004, tasked to develop a national identity management infrastructure for the government of the United Arab Emirates. The infrastructure is envisaged to: support e-government progress and strategic planning and decision making in the country. One of the key components of the infrastructure includes producing national identity cards to all population in the country; citizens and legal residents, that will act as the primary means through which people’s identities will be identified and authenticated (i.e., through a unique identification number, smart card, and biometrics).Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  6. 6. • About Emirates Identity Authority • 2010 – 2013 Strategy Strategy • Strategic Initiatives • Overview of HR strategies and plansFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  7. 7. The need for FOCUS…Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  8. 8. The need for FOCUS… Direction Identity & core values Competencies & CapabilitiesFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  9. 9. Key Strategic Components …Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  10. 10. Strategic Plan 2010 - 2013 …Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  11. 11. Strategic Plan 2010 - 2013 … Population Infrastructure Developing Organizational Enrolment Development Applications Systems Primary Secondary SupportFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  12. 12. What do you see ?Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  13. 13. What do you see ? This is our responsibility as leadership and Do we management, i.e., to work towards see the enabling our staff to see the other two sides … to improve their faces? understandings of what we attempt to achieve, and work together to achieve organisational objectives.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  14. 14. Basing Strategy on Excellence Model …Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  15. 15. Basing Strategy on Excellence Model … … 3 Focus areas … Results focused HR Development Continuous learning, creativity & innovationFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  16. 16. Change Management Program … Productivity of an Organisational Unit during a Change Wish for immediate successFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  17. 17. Change Management Program – Objectives … • Raising Awareness • Supporting staff to accept change • Develop staff skills and competencies • Implementing the initiatives and projects of the new strategyFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  18. 18. • About Emirates Identity Authority • 2010 – 2013 Strategy • Strategic Initiatives Strategic Initiatives • Overview of HR strategies and plansFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  19. 19. Strategic Initiatives: Enrolment Process Reengineering Business Process Re-Engineering • Capacity Increase: 30,000 a day • Linking Enrolment to Services • Linking Enrolment to Residency issuance for expats 6.6 Million people enrolled. In contrast of: 1.2 million people were enrolled from 2005 to 2009Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  20. 20. More than [60] Registration Centers across the countryFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  21. 21. Redesigning Registration Centers Layout Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  22. 22. Raising Customer Service StandardsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  23. 23. Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  24. 24. Higher Customer SatisfactionsFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  25. 25. Superior work environment …Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  26. 26. • About Emirates Identity Authority • 2010 – 2013 Strategy • Strategic Initiatives • Overview of HR strategies and plans at Emirates ID Strategies and PlansFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  27. 27. Where do HR is positioned in our strategy … • Emiratisation: a priority of the new strategy • Training, and career development • Retaining skilled and competent resources • Evidence: Staff Turnover, down to 3% in 2011.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  28. 28. Where do HR is positioned in our strategy … • Emiratisation: a priority of the new strategy • Training, and career development 99% of• our staff areand competent Retaining skilled UAE resources nationals • Evidence: Staff Turnover, down to 3% in 2011.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  29. 29. Our HR Philosophy …Creating Knowledge workers • effective knowledge management is translated into competitive advantage and profitability. • Knowledge comes from our HR.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  30. 30. HR development plan … Results Focused Risk Management Decision Change Making Management Strategic Communication Planning Plan Teams Customer Development OrientedFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  31. 31. Balanced Score Card … Balance Scorecard is used to monitor performance and is constantly reviewed in board meetings and bi-monthly management meetings.A neworganisaitonalunit (StrategySupportOffice) wasestablished tomonitorprogress andkeyperformanceindicators;efficiency andeffectiveness… Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  32. 32. Balance Score Card [HR needs] … Basic skills and competencies needed Basic skills and competenciesBasic skills and needed competencies needed Basic skills and Basic skills and competencies competencies needed needed Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  33. 33. Human Resource Strategies … Committed ExpertFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  34. 34. Human Resource Strategies … Specialised Units Speacilised Units Committed Expert Registration Centers Staff Leadership TeamFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  35. 35. Business Operating Model … Short Term Medium Long Term Transactions Date Integration TransactionsDate Integration Transactions Enrolment Identification and Authentication Enrolment Services Transactions Date Integration Expected transition in services Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  36. 36. Our policy in attracting motivated skilled people…Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  37. 37. HR Development Strategy …Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  38. 38. Strategy Driven .. • Aligning employee behaviour with the strategic objectives.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  39. 39. Cooperation with academic institutions .. • Performance management and measurement system is monitored against [daily production + customer satisfaction surveys].Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  40. 40. Cooperation with academic institutions .. • Training and education plans are in sync with the strategy. • Signed several agreements with universities and colleges.. • 5 Year HR development strategy: all staff to have university degrees ..Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  41. 41. Wages and Reward System … • Incentives and rewards system: [Pay for Performance] + [Pay for Results]Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  42. 42. Supporting staff to innovate and be creative … • HR policies and bylaws are reviewed with best practices.Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  43. 43. is based on a set of values Excellence Criteria .. and interrelated concepts.. • Leadership vision • Customer driven excellence • Organisational & personal learning • Measuring performance and rewarding employees and partners • Agility • Focus on the future • Managing for innovation and creativity • Management by fact (Field) • Social responsibility • Focus on Results • Systems thinking perspectiveFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  44. 44. is based on a set of values Excellence Criteria .. and interrelated concepts.. • Leadership vision • Customer driven excellence • Organisational & personal learning • Measuring performance and rewarding employees and partners • Agility • Focus on the future • Managing for innovation and creativity • Management by fact (Field) • Social responsibility • Focus on Results • Systems thinking perspectiveFederal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  45. 45. Customer Service Development Program .. Performance Customer Service Management Standards Recruitment Job & Selection Organisation Description Customer Learning & Structure Satisfaction Development SurveySLAs Reward Competencies Program Employee Engagement KPIs Survey Communication Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  46. 46. Customer Survey Results … Customer Satisfaction Customer Satisfaction Survey & Mystery Shopping Very satisfied: 53% Very satisfied: 49% Satisfied: 30% Satisfied: 32%Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  47. 47. [Management Style Management Challenges at Emirates ID] … Selection .. Expectations of performance through leading by example Every single person is responsible and a contributing member of the team Setting and communicating high standards, training to meet them, and being demanding. Accomplishment Recognition - in its many forms Communication .. Communication .. Comm …Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  48. 48. Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved

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