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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
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
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