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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.ae
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   © 2010 Emirates Identity Authority. All rights reserved
• About Emirates Identity Authority
                                                    • 2010 – 2013 Strategy
                                                    • Strategic Initiatives
                                                    • Overview of HR strategies and plans




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
• About Emirates Identity Authority
                                                      About Emirates Identity Authority
                                                    • 2010 – 2013 Strategy
                                                    • Strategic Initiatives
                                                    • Overview of HR strategies and plans




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
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
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
• About Emirates Identity Authority
                                                    • 2010 – 2013 Strategy
                                                                  Strategy
                                                    • Strategic Initiatives
                                                    • Overview of HR strategies and plans




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
The need for FOCUS…




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
The need for FOCUS…



                                                                                                              Direction



                                                                               Identity
                                                                                & core
                                                                                values

                                                                                                                   Competencies
                                                                                                                   & Capabilities




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Key Strategic Components …




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Strategic Plan 2010 - 2013 …




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Strategic Plan 2010 - 2013 …




                                                         Population                                  Infrastructure        Developing     Organizational
                                                         Enrolment                                   Development           Applications      Systems
                                                            Primary                                                 Secondary                Support




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬    © 2010 Emirates Identity Authority. All rights reserved
What do you see ?




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
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
Basing Strategy on Excellence Model …




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Basing Strategy on Excellence Model …
                                                                                      …          3 Focus areas …
                                                                                                                   Results focused

                                                             HR
                                                         Development




                                                     Continuous learning, creativity & innovation

Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Change Management Program …
                                   Productivity of an Organisational Unit during a Change
                                                                                                                   Wish for immediate success




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Change Management Program – Objectives …


      • Raising Awareness
      • Supporting staff to
        accept change
      • Develop staff skills
        and competencies
      • Implementing the
        initiatives and projects
        of the new strategy


Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
• About Emirates Identity Authority
                                                    • 2010 – 2013 Strategy
                                                    • Strategic Initiatives
                                                      Strategic Initiatives
                                                    • Overview of HR strategies and plans




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
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 2009

Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
More than                         [60]
   Registration Centers
                             across the country




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Redesigning Registration Centers Layout
 Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Raising Customer Service Standards
Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Higher Customer Satisfactions
Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Superior work environment …
Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
• About Emirates Identity Authority
                                                    • 2010 – 2013 Strategy
                                                    • Strategic Initiatives
                                                   • Overview of HR strategies and plans at Emirates ID
                                                                    Strategies and Plans




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
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
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
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
HR development plan …


                                                                                                                   Results Focused       Risk
                                                                                                                                      Management


                                                                                                                     Decision          Change
                                                                                                                     Making          Management


                                                                                                                     Strategic       Communication
                                                                                                                     Planning            Plan


                                                                                                                      Teams           Customer
                                                                                                                   Development         Oriented

Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Balanced Score Card …
                                                                    Balance Scorecard is used to monitor performance and is constantly
                                                                    reviewed in board meetings and bi-monthly management meetings.




A new
organisaitonal
unit (Strategy
Support
Office) was
established to
monitor
progress and
key
performance
indicators;
efficiency and
effectiveness
…


 Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Balance Score Card [HR needs] …


                                                                   Basic skills and
                                                                    competencies
                                                                           needed
                                                                                                                    Basic skills and
                                                                                                                     competencies
Basic 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
Human Resource Strategies …




                                                                                                                   Committed Expert




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Human Resource Strategies …




                                                                        Specialised Units                            Speacilised Units


                                                                                                                   Committed Expert




                                                             Registration Centers Staff                              Leadership Team




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Business Operating Model …


              Short Term                                                                                            Medium               Long Term

                                     Transactions                                                                                     Date Integration
                                                                                                 Transactions
Date 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
Our policy in attracting motivated skilled people…




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
HR Development Strategy …




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Strategy Driven ..

  •          Aligning employee
             behaviour with the
             strategic
             objectives.




Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
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
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
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
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
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 perspective

Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
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 perspective

Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved
Customer Service Development Program ..
                                                                                    Performance                       Customer Service
                                                                                    Management                            Standards            Recruitment
                                                             Job                                                                                & Selection
   Organisation                                           Description                                                            Customer                      Learning &
    Structure                                                                                                                   Satisfaction                  Development
                                                                                                                                  Survey




SLAs                                                                                                                          Reward
                                                                     Competencies                                             Program
                                                                                                          Employee
                                                                                                         Engagement
                                  KPIs                                                                     Survey            Communication

 Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬     © 2010 Emirates Identity Authority. All rights reserved
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
[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
Federal Authority   | ‫هيئــــــــة اتحــــــــــــادية‬   © 2010 Emirates Identity Authority. All rights reserved

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

  • 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.ae 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 © 2010 Emirates Identity Authority. All rights reserved
  • 2. • About Emirates Identity Authority • 2010 – 2013 Strategy • Strategic Initiatives • Overview of HR strategies and plans Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 3. • About Emirates Identity Authority About Emirates Identity Authority • 2010 – 2013 Strategy • Strategic Initiatives • Overview of HR strategies and plans Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 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. 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. • About Emirates Identity Authority • 2010 – 2013 Strategy Strategy • Strategic Initiatives • Overview of HR strategies and plans Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 7. The need for FOCUS… Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 8. The need for FOCUS… Direction Identity & core values Competencies & Capabilities Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 9. Key Strategic Components … Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 10. Strategic Plan 2010 - 2013 … Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 11. Strategic Plan 2010 - 2013 … Population Infrastructure Developing Organizational Enrolment Development Applications Systems Primary Secondary Support Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 12. What do you see ? Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 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. Basing Strategy on Excellence Model … Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 15. Basing Strategy on Excellence Model … … 3 Focus areas … Results focused HR Development Continuous learning, creativity & innovation Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 16. Change Management Program … Productivity of an Organisational Unit during a Change Wish for immediate success Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 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 strategy Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 18. • About Emirates Identity Authority • 2010 – 2013 Strategy • Strategic Initiatives Strategic Initiatives • Overview of HR strategies and plans Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 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 2009 Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 20. More than [60] Registration Centers across the country Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 21. Redesigning Registration Centers Layout Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 22. Raising Customer Service Standards Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 23. Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 24. Higher Customer Satisfactions Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 25. Superior work environment … Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 26. • About Emirates Identity Authority • 2010 – 2013 Strategy • Strategic Initiatives • Overview of HR strategies and plans at Emirates ID Strategies and Plans Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 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. 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. 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. HR development plan … Results Focused Risk Management Decision Change Making Management Strategic Communication Planning Plan Teams Customer Development Oriented Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 31. Balanced Score Card … Balance Scorecard is used to monitor performance and is constantly reviewed in board meetings and bi-monthly management meetings. A new organisaitonal unit (Strategy Support Office) was established to monitor progress and key performance indicators; efficiency and effectiveness … Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 32. Balance Score Card [HR needs] … Basic skills and competencies needed Basic skills and competencies Basic 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. Human Resource Strategies … Committed Expert Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 34. Human Resource Strategies … Specialised Units Speacilised Units Committed Expert Registration Centers Staff Leadership Team Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 35. Business Operating Model … Short Term Medium Long Term Transactions Date Integration Transactions Date 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. Our policy in attracting motivated skilled people… Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 37. HR Development Strategy … Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 38. Strategy Driven .. • Aligning employee behaviour with the strategic objectives. Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 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. 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. 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. 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. 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 perspective Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 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 perspective Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 45. Customer Service Development Program .. Performance Customer Service Management Standards Recruitment Job & Selection Organisation Description Customer Learning & Structure Satisfaction Development Survey SLAs Reward Competencies Program Employee Engagement KPIs Survey Communication Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved
  • 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. [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. Federal Authority | ‫هيئــــــــة اتحــــــــــــادية‬ © 2010 Emirates Identity Authority. All rights reserved