Al-Khouri, A.M. (2009) 'National ID Programs: Some Insights from the UAE', ID World Congress, 05 November 2009, Milan, Italy.

1. Emirates Identity Authority
Presentation:
National ID Programs:
some insights from the UAE
ID World Congress, Milan , Italy - 05 November 2009
By: Dr. Ali M. Al-Khouri
Director General, Emirates Identity Authority
United Arab Emirates
National Vision ... For Better Future
Our Vision: To be a role model and reference point in proofing individual identity and build
www.emiratesid.ae
© 2009 Emirates Identity Authority. All rights reserved
wealth informatics that guarantees innovative and sophisticated services for the benefit of UAE

2. Agenda
• GCC ID Program Objectives
• UAE ID Strategy &Enrolment Plan
• Management Lesson
3/15/2013 www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 2

3. Primary Government Agenda
National ID Programs
• Delivery of benefits to citizens
• Enhancing the value of government as a public
asset
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4. Projects Objectives
• Every government IT project
Profit
have its own unique goals, Cost
value propositions, and
stakeholders. Product-
Quality
ivity
Time
Efficiency Effectiveness Impact
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5. Profit
Cost
Product-
Quality
ivity
Time
Efficiency Effectiveness Impact
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6. Challenges to National ID
Low Citizen
Lack of alignment
Enrolment Trust
Scale & with eGov
Complexity initiatives
Vendor
Function Strong Proprietary
Privacy creep silo-culture products
Efficiency
Enhancement Law
Government enforcement Security
Policy Advanced
Policy improvement
Objectives Identification
Effectiveness
Documents
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7. Emirates Identity Authority
National Vision ... For Better Future
Our 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
www.emiratesid.ae
© 2009 Emirates Identity Authority. All rights reserved
Strategy Dimensions
6

8. Strategy Dimensions
e-Gov 10% Enrolment
20%
70 %
Integration
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9. Strategy Dimensions
10%
20%
70 %
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 7

10. Emirates Identity Authority
National Vision ... For Better Future
Our 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
www.emiratesid.ae
© 2009 Emirates Identity Authority. All rights reserved
Enrolment Strategy

11. Existing Registration Process
Application Form
Average Registration
• Typing Centres
Process Duration :
• Internet
15 Minutes
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12. www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved

13. Registration Process Re-engineering
Shifting certain functions to typing centres
Typing Centres
• Application form
• Scanning in documents
• Scanning in Photos for below 15’s
• Receiving fees
Registration
Appointment
Targeted Process
Completion Time:
Back Office
7-10 Minutes
Ministry of • Data Verification
Interior (Photo & Biometrics
Capturing)
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14. UAE Population Demographics
UAE 20 % 80 %
Population
UAE Nationals Foreign Residents
ID Card 90 % 10 %
Registration
registered registered
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15. UAE Population Demographics
Maximum
residency
permit
is 3 yrs
UAE 20 % 80 %
Population
UAE Nationals Foreign Residents
Linking with
Immigration
ID Card 90 % 10 %
Procedures
Registration
registered registered
(Residency issuance and
renewals)
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16. Several Application Forms
Immigration
• Residency Application
Form
Ministry of Interior
Labour
• Labour Permit Form
Ministry of Labour
ID Card
• ID Card Form
Emirates Identity
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17. Several Application Forms
Immigration
• Residency Application
Form
Ministry of Interior
Labour
• Labour Permit Form
Ministry of Labour
ID Card
• ID Card Form
Emirates Identity
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18. Several Application Forms
Medical Ministry of Immigration ID Card
Test Labour
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19. Unified Application Form
Typing Centre
Ministry of Interior
• Unified Application Form
• Single Payment
Residency Granted
Application Ministry of Labour
Preventative Medicine Form
• Health Check Database
• Biometric Enrolment
Ministry of Health
Emirates Post
ID Card
• ID Card delivered through
registered courier
Emirates Identity
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 14

20. Emirates Identity Authority
National Vision ... For Better Future
Our 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
www.emiratesid.ae
© 2009 Emirates Identity Authority. All rights reserved
Some Management Lessons

21. Getting everybody on the same page!
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22. Communication Plan - Change Management
Implementation
Success
Clarity
Need to Business Focus
move here
Energy Reality
Commitment
Decreasing motiviation Feel unimportant to
the organisation
False rumours
Lack of
co-operation Negative Behaviours
Typically
start Anxiety and uncertainty Impacted stakeholders’
here about future level of awareness
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23. Performance Management System
Result Based Approach
What ? How ?
Job
Responsibilities + Competency
Development
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24. Quality Excellence Model
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25. Quality Excellence Model
Focus on Results
Developing
Human
Resources
Continuous Learning, Development, and Innovation
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26. International Customer Service Standard
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27. International Customer Service Standard
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28. Organisational Issues – Emirates ID Structure
Board of Directors
Planning
DG Office
Quality Planning and Director General
Quality Legal Advisor
Internal Audit
Deputy
Population Registration HR and
ICT Finance
Register Centres Administration
Network & Telecom Identity and PR Abu Dhabi Budgeting HR
Applications UAE & GCC Register Dubai & North Cash and Payable Purchasing
Info. Security Residents Register Accounts and Audit Services
Technical Support Audit and Control Public Relations
DB & Operations Card Production
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 22

29. Organisational Issues – Emirates ID Structure
Board of Directors
Planning
DG Office
Quality Planning and Director General
Quality Legal Advisor
Internal Audit
Deputy
Population Registration HR and
HR and
ICT
Network & Telecom
80 %
Register
Identity and PR
Centres
Abu Dhabi
Finance
Finance
Budgeting
Budgeting
Administration
Administration
HR
HR
Applications
ofGCC Register Dubai & North
UAE &
management Purchasing
Purchasing
Cash and Payable
Cash and Payable
Info. Security
time
Residents Register Accounts and Audit
Accounts and Audit Services
Services
Technical Support Audit and Control Public Relations
Public Relations
DB & Operations Card Production
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 22

30. Organisational Issues – Emirates ID Structure
Board of Directors
Planning
DG Office
Quality Planning and Director General
Quality Legal Advisor
Internal Audit
Deputy
Population Registration HR and
80 %
ICT Finance
Network & Telecom
Register
Identity and PR
Centres
Abu Dhabi
20%
Budgeting
Administration
HR
Applications Core
UAE & GCC Register Dubai & North
Support
Cash and Payable Purchasing
Info. Security Residents Register Accounts and Audit Services
Technical Support Functions
Audit and Control Functions Public Relations
DB & Operations Card Production
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 23

31. Organisational Issues – Emirates ID Structure
Board of Directors
Outsourced
Planning
Quality Planning and
Quality
Director General
DG Office
Internal Audit
ERP System Legal Advisor
Deputy
HR Function
Payroll
Population Registration HR and
HR and
ICT Finance
Finance
Register Centres Administration
Administration
Network & Telecom FocusIdentity and PR Abu Dhabi Budgeting
Budgeting HR
HR
Applications Personal, Register
UAE & GCC Dubai & North Cash and Payable
Cash and Payable Purchasing
Purchasing
Performance
Info. Security Residents Register Accounts and Audit
Accounts and Audit Services
Services
Development
Technical Support Audit and Control Public Relations
Public Relations
DB & Operations Card Production
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 24

32. e-Government Transformation
Certificate
Authority (CA)
Service
Providers
Integrated
Delivery
Service platform for
Delivery
Channels
eGov
Applications
(IDEA)
Citizens
Web Portal
www.emiratesid.ae © 2009 Emirates Identity Authority. All rights reserved 25

33. Emirates Identity Authority
National Vision ... For Better Future
Our 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
Thank you
www.emiratesid.ae
© 2009 Emirates Identity Authority. All rights reserved
Dr. Ali M. Al-Khouri
Director General, Emirates Identity Authority
United Arab Emirates
ali.alkhouri@emiratesid.ae