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

A few years have passed since the beginning of the Dubai Excellence Programme. We would like to go back to the various departments and compare how they were to how they are now. These departments did not consider training their employees, nor did they think that they had clients or standards. They used to say that they were governmental, that standards did not apply and that they had no clients. For these reasons, we implemented this programme. We thank Allah for what we have achieved so far.

Some departments have made little progress while others have achieved a great deal. We have raised standards. Today, we are facing a new stage and a new challenge. It is imperative that these departments have their own vision and that they compete with one another as today's world is changing rapidly and those who have no vision will not be able to cope with the requirements of this stage.

Man is the most important element and must therefore continue to train hard. We must also prepare our young people to be the leaders of the future, the young people in the back rows. For these purposes, we have implemented a programme to prepare people for leadership and it has proven successful. As of today, we want departments to emphasise transparency in their work and services.

Brothers and sisters, everyone should have a dream that they hope to achieve, and anyone without a dream or a goal is paralysed. My ambition is to have our departments reach international standards; my dream is to see no direct customer service but to have all services performed electronically: e-services. I dream of the day when the client won't have to present his personal documents every time he needs a service. I dream of seeing one competitive team working together for the future of our country. My ambition is for all our decisions to be based on up-to-date information and facts.

Esteemed audience, we are now using the mystery shopper study throughout the year to gauge clients' levels of satisfaction with government departments. The results were as follows: Dubai Civil Aviation (73%); Dubai Chamber of Commerce and Industry (72%); Department of Tourism and Commerce Marketing (70%); Dubai Ports Authority (70%); Dubai Police (68%); Dubai Transport (65%); Dubai Internet City (64%); Jebel Ali Free Zone (64%); Dubai Airport Free Zone Authority (64%); DEWA (63%); Dubai Lands Department (63%); Dubai Municipality (62%); Dubai Courts (61%); Dubai Customs (60%); Dubai Civil Defence (59%); Emaar Board (59%); Public Prosecution Department (57%); Department of Endowments and Islamic Affairs (56%); Department of Immigration and Naturalisation (56%); Department of Health and Medical Services (54%); Department of Information (Dubai Radio and TV) (49%); Ministry of Labour and Social Affairs (48%).

This does not reflect the competence of these departments but the clients' satisfaction with the services rendered by these departments.

Now, unseen soldiers who have performed well. There is a group of anonymous soldiers who work relentlessly. I would like them to come up on stage so we can thank them.

The hidden heroes:

Abdulrahman Ali is a UAE national who has worked at Rashid Hospital as a technician for 40 years. He started working at Al Maktoum Hospital with Dr. McCauley.

Ahmad Sabir, a UAE national with special needs, works at the business registration office at the Department of Economic Development.

Rebecca Lanan from the Philippines works in the operating theatre at Rashid Hospital. She is energetic, cooperative and kind.

Ahmed Al Sabbagh from Syria works at Dubai Transport. He is honest, he takes great care of his taxi, he obeys traffic regulations and he is courteous to passengers. When a passenger left $20,000 in his taxi, he returned the money and the Police Department rewarded him for his honesty.

Abdul Hamid Mohammed works at Passport Control at Dubai International Airport and treats visitors to Dubai with respect.

Although Moosa Hussein, a janitor at Dubai International Airport and a responsible employee, knows little English, he was able to tell DEWA, "Airport no water," and DEWA responded immediately.

Suad Ibrahim, an employee of the Department of Tourism and Commerce Marketing and the mother of five, is hardworking, productive, has initiative and is committed to her work.

Jamal Mohammed Hassan, a foreman at Dubai Municipality, is well-organised, dedicated and a hard worker. He works long hours to make sure that his tasks are completed.

Abbas Mohammed Abbas, an electrician at DEWA, has been working since 1968. He is dedicated and skilful.

Hashim Abdulrahman Al Hamid, an outstanding cameraman at Dubai TV, is always willing to work.

Hamda bint Jarish is a secretary at Emaar's finance department, She is successful, dedicated and helpful.

Jasim Mohammed Hussein is an inspector at Dubai Customs. He is ambitious - in addition to working, he is pursuing a university degree.

Abdullah Mohammed Al Muhairi, assistant administrator at Jebel Ali Free Zone, is of good conduct and is loved by all his colleagues. He processes 130 applications a day when the average is 80.

Moosa Al Fuqai, who works at the Department of Endowments and Islamic Affairs in Rashidiya, has been a muezzin for 30 years. He has a good relationship with the community and is dedicated to his work.

Moza Lootah is a typist at the Department of Justice - she has initiative and she suggests ways to improve her work.

Ali Abdullah, an employee at Dubai Ports Authority, is hardworking and productive.

We all thank them!