Sheikh Mohammed's speech at the Dubai Government Excellence Programme

The following is a translation of Sheikh Mohammed's speech at the ceremony for the Sheikh Mohammed bin Rashid Al Maktoum Arab Administration Award and Dubai Government Excellence Programme.

In the Name of Allah, Most Merciful, Most Compassionate.

One of our brothers, present here today, suggested postponing this ceremony, due to the current difficult circumstances in the Arab world and the ongoing Israeli aggression against our brothers in Palestine.

I empathised with him, but explained that these things served to make this ceremony even more important. He was surprised by my response, and asked "How?"

He was surprised because he does not realise that administration is one of the roots of the current Arab situation. Had Arabic administration been successful and effective, then Arabic politics, economics, media and government services would also be successful and effective. Administration is a unified process in all these fields. It is making decisions based on available alternatives and evaluation of results.

I believe that government administration in the Arab world is a big problem, which we should face with courage. If performance is not developed, we will remain stagnant and will not progress. Stagnation is the quickest way to regression and defeat. Without a clear vision, efficient administration cannot be achieved, and instead becomes a waste of time and resources.

If we want a productive administration, our objectives must be realistic, not based on dreams and good intentions. These objectives must be developed into action plans. We also need to have the right people and review their progress.

One of the reasons that the UAE has reached this position is our commitment to the continual development and improvement of our operational methods. We know we can do better and work harder.

The Dubai Government Excellence Programme is an important part of this process, because of its contribution to the development of governmental departments' performance through continual learning, training and monitoring of international events.

I keep track of each step of the training programme and I am happy with its development. I look forward to involving more departments in training activities and to greater participation by department heads alongside their employees, so that they can set an example for them to follow.

I have always said that our achievements are not just for us, but also for our Arab brothers. I am happy that they appreciate our experience and I will always be glad to share our experience with whoever can benefit from it.

In order to publicise Dubai's experience in governmental development and administrative reform, to contribute to the development of Arabic administrations, and to encourage distinguished governmental performance that serves the Arab people, we have established, in cooperation with the Arab League, the Arab Administration Award.

I am delighted that, among our esteemed guests today, there are Arab Ministers for Administrative Development, the Arab Organisation for Administrative Development, and brothers from all Arab countries, who participated in this award and were great ambassadors for their countries through their distinguished performance.

Our experience in Dubai is the result of the hard work and creative efforts of a number of men and women in all sectors, particularly the government.

We are committed to honouring the most outstanding of them through the Government Excellence Programme.

He who does not help himself will never progress.

These are the figures that we should look at:

Public Feedback Results

Dubai Civil Aviation - 75.8%
Dubai Police - 75%
Dubai Electricity and Water Authority - 74.4%
Jebel Ali Free Zone - 73.3%
Department of Economic Development- 72.5%
Dubai Ports Authority - 71.9%
Dubai Municipality - 71.2%
Dubai Civil Defence- 70.5%
Department of Tourism and Commerce Marketing - 70%
Dubai Public Prosecution - 68.5%
Dubai Customs - 67.7%
Dubai Airport Duty Free - 65.2%
Emaar Properties - 64.6%
Dubai Lands Department - 64%
Dubai Chamber of Commerce and Industry - 62.6%
Department of Endowments and Islamic Affairs - 59.5%
Dubai Courts - 58.7%
Department of Health and Medical Services - 58.5%
Department of Information - 36.6%

Results of the Mystery Shopper Customer Satisfaction Survey

The mystery shoppers visited all government departments unannounced and unknown to anyone. They submitted the following results:
Dubai Chamber of Commerce and Industry - 70%
Department of Tourism and Commerce Marketing - 67%
Dubai Civil Aviation - 66.5%
Department of Economic Development- 66%
Jebel Ali Free Zone - 63.5%
Dubai Ports Authority - 63%
Dubai Lands Department - 62%
Dubai Police - 61.5%
Dubai Electricity and Water Authority - 61%
Department of Endowments and Islamic Affairs - 60.5%
Dubai Civil Defence - 60%
Department of Immigration and Naturalisation - 58%
Dubai Transport - 57%
Dubai Customs - 56%
Dubai Municipality - 54%
Emaar Properties - 53.5%
Department of Health and Medical Services - 53%
Dubai Courts - 52%
Department of Information - 45%
Ministry of Labour and Social Affairs - 42%

We are committed to honouring distinguished performers through the Dubai Government Excellence Programme. However, there are unsung heroes, who carry out their work silently, to satisfy Allah, and to serve their country and their conscience.

Today, I thank these people. I tell them that they are in my mind and we know who they are. I appreciate their efforts. Today, I congratulate them all for their effort and loyalty. I would like to call on them to come up here now. They are:

Awatif Ahmed. Awatif is a blind employee working as an operator in Tecom. I know she has a Bachelor of English Literature degree. Please welcome her to the stage and we order her promotion.

Mohammed Aziz Abdullah works as an observer in car parking. He is a field worker and works long hours. He knows how to be patient and he treats the public nicely.

Khalid Shahata Hussain is a fire fighter. He specialises in inventions.

Ahmad Yousuf Al Jinahi has been an Imam for the past 40 years. He has not missed a single prayer and all his energies are dedicated towards the teaching of Islamic concepts.

Salim Rabi' Al Arimi is the treasurer at the Lands Department. He works quickly and accurately and deals nicely with the public.

Mukhlis Al Wahidi is a Palestinian nurse at Rashid Hospital. He is a hard worker, works long hours and is very productive.

Amal Darwish works as a guide at the Children's City. She treats the children as if they were guests visiting her home.

Abdullah Mohammed Al Mutawa works in the visa section at the airport. Hard working, sincere and punctual, he assists visitors, sometimes lending them his personal mobile so that they can call their parents to pick them up. He welcomes them with a smile to Dubai.

For the past 40 years, Hussain Qayed has worked in the public relations and customer services section of Dubai Hospital. He reflects a positive picture of government employees. He is as dynamic and strong as he was at the beginning of his job.

Amena Mehrab is a counter attendant at Al Aweer Customs Centre. She works hard. She deals with customers professionally and with patience and focuses on her work.

Hakam Al Hashimi is an employee at the Tourism Department. He deals well with customers, is loyal and productive, and often works long hours.

Akbar Qasim has been a porter at Dubai International Airport for the past 28 years. He is sincere towards his work in serving travellers and always polite.

Khulud Hasan Al Mas is a clerk at Port Rashid. She is patient and positive. She is a good example of young UAE women who are capable of producing results.