25 - 26 November, 2019 | Taj Dubai, Dubai, United Arab Emirates

Conference Day One: Monday, 25 November 2019

8:00 am - 8:10 am Registration and refreshments

9:00 am - 9:10 am IQPC’s opening remarks

9:10 am - 9:20 am Chairperson’s opening remarks

INNOVATION, HAPPINESS, PERFORMANCE & EXCELLENCE
In order to ensure society happiness, wellbeing and create an investment friendly environment, ensuring governments remain leaders and excel in their services is imperative to create an ecosystem which works efficiently, happily and drives on innovation. Realising the highest satisfaction rates, consumer and employee happiness rates, and reach the level of achieving 7 stars rating whilst creating a culture of innovation, creativity and thought leadership is a goal of governments in the UAE and the GCC.

9:20 am - 9:50 am ABU DHABI SPOTLIGHT: DED Integrated Business Model - Transforming corporates from typical strategic planning to fully integrated business model

Ahmed Al Burkani - Director of Corporate Development, Abu Dhabi Department of Economic Development
Corporates need to ensure that key elements of success (Clear strategy, effective processes, efficient human capitals and active innovation) are integrated and aligned to achieve strategic goals and objectives. By ensuring all resources are utilised effectively, corporates can ensure sustainability and outstanding performance, all leading to corporate success and excellence.

  • Linking the strategic framework to the operational framework through the interrelationship of projects with operations
  • Using innovation to bridge the gap between the current status and the desired status
  • Bridging the gap between required competencies and current competencies through training and employment
  • Aligning the employee objectives with strategic goals
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Ahmed Al Burkani

Director of Corporate Development
Abu Dhabi Department of Economic Development

9:50 am - 10:10 am Board of Directors Increasing Regulatory Obligations & Liability: Best Practices in Ensuring Transparency and Integrity within Corporate Governance

Tomell de Silva Ceasar - Head of Compliance, Careem/Uber Middle East UAE

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Tomell de Silva Ceasar

Head of Compliance
Careem/Uber Middle East UAE

With a strong focus on enhancing the way services are offered, new technologies like AI, cloud, analytics, chatbots have come into the picture to create digitally powered governments. Creating a culture which fosters and adopts innovation whilst also ensuring that thorough study and analysis is done while implementing these technologies will define the ROI on these technologies.

  • How technologies have evolved and what assessors and assessment criteria’s have evolved
  • Quality and innovation in the digital era in transforming processes and structures
  • Changing mindsets and creating a culture which adopts to change and innovation

Moderator: Interested to moderate this discussion?
Panellists:
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Ahmed Al Burkani

Director of Corporate Development
Abu Dhabi Department of Economic Development

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Hala Al Khatib

Corporate Excellence Manager
Dubai Air Navigation Services

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Derar Almanaseer

Director – Strategy Management & Excellence
ADNEC Group

The presentation address the right definition of leadership and types of business leadership styles with examples of currently known leaders for their success. However, the current styles could be no longer considered the right fit due to technology advancement and disruption. The presentation shed a light on what could be the right leadership styles fitting for the new age of technology dominance and how corporate leaders shall be prepared to face the future shaped by new technology.
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Husam Mahmoud Abdallah

Senior Advisor, Organization Development
Dubai Airport Freezone

11:10 am - 11:30 am SPEED NETWORKING

Swap business cards and break the ice with fellow participants

11:30 am - 11:50 am REFRESHMENTS

SERVICE DESIGN EXCELLENCE USING SIX SIGMA AND LEAN
Every business in every industry or sector desires to improve results and performance. Continuous improvement results in continuous lowering of costs, increase in service delivery and most importantly, satisfaction of customers. Lean, Six Sigma and innovation still remains the best way to improve and measure results and the continuous evolution of processes, technologies and the increased use of data, analytics and metrics, these evergreen concepts remain fundamental to improvements.

12:00 pm - 12:20 pm CHRONIC CULTURE: HOW CAN THE REGION AVOID LACK OF TRANSPARENCY?

Murad Mohammed - Senior Corporate Strategy Consultant, Department of Culture and Tourism UAE
Over 80% of companies in the Middle East now publish a CSR report, following the internationally - recognised standards of the GRI (Global Reporting Initiative). However, only a small percentage of the reports fully comply with the GRI requirements. What’s alarming is that, only 19 % of this contained external assurance.

How can corporate governance, compliance, audit and assurance teams be aligned?
  • How can regulatory pressure be leveraged across organisational hierarchy?
  • Shifting focus from developing sustainability policies to executing sustainable strategies
  • Red flagging loss of internal control, damaging remuneration systems, risk appetite and cultural direction
  • Defining responsibilities for corporate governance, compliance, audit and assurance teams
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Murad Mohammed

Senior Corporate Strategy Consultant
Department of Culture and Tourism UAE



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Abdulaziz Abalkhail

Director General of Audit
Ministry of Defence Saudi Arabia

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Arif Zaman

Head of Internal Audit Department
Emaar Industries & Investments UAE

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Tomell de Silva Ceasar

Head of Compliance
Careem/Uber Middle East UAE

TOWARDS AGILE GOVERNMENTS
Agile methods have been in place for decades, both from an IT and a policy point of view. Governments worldwide have recently begun to realise the impact agile can have in serving societies and the public by increasing transparency, efficiency and collaboration. Bringing conventional government practices together with agile approaches is challenging but if done right, can create impact and reach all kinds of excellence.

12:50 pm - 1:10 pm Moving from tweaking to transforming - Aligning service and process design with organisation strategy

Ali Alkhazali - Service Excellence Manager, Abu Dhabi Ports
Demonstrating clear alignment between organisations vision, strategy and objectives with their projects and continuous improvement is critical for achieving excellence, transformation takes place only when a strategy is well-translated into actions - Strategy Into Action (SIA) - to develop a real performance and excellence culture.

  • Design service transformation strategy to achieve service excellence
  • Create service excellence culture across all the organisation
  • The power of Net Promoter Score & KIZAEN
  • Breakthrough concept
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Ali Alkhazali

Service Excellence Manager
Abu Dhabi Ports

1:10 pm - 1:30 pm When agile meets government – Bringing fluidity and rules-driven culture together

Derar Almanaseer - Director – Strategy Management & Excellence, ADNEC Group
To be completely agile in governments is unrealistic. But adapting to agile traits and methodologies in the conventional rule-driven culture can bring the best out of governments and their services. The ever-changing technological, cultural and structural landscape worldwide require governments to adopt to these changes to lead societies and set up examples for healthy investment and public service environments

  • Shaping public needs and providing value-added services by being agile
  • Embracing disruptive changes whilst ensuring change management is in place
  • Making better use of public funds by bettering services and engagement
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Derar Almanaseer

Director – Strategy Management & Excellence
ADNEC Group

Leaders and organisations need to rapidly modernise day-to-day activities in their operations to get the most out of their employees. With 43% of GCC’s population under the age of 30, developing and becoming increasingly modern is key to promote a healthy and a friendly environment. Citizens and residents are changing equally rapidly and being agile can ensure governments respond to them in the language they like to hear

  • Tackling the “why do we need change” group by focusing on small but impactful wins to gain buy in
  • Coaching, guiding and mentoring instead of enforcing is the best way to truly be agile
  • Embracing the cultural, technological and mindset change, both from internal and external factors
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Ali Alkhazali

Service Excellence Manager
Abu Dhabi Ports

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Seema Singh

Business Process and Quality Assurance Consultant
Sharjah Commerce and Tourism Development Authority

2:10 pm - 3:00 pm NETWORKING LUNCH BREAK

PERFORMANCE ASSESSMENT AND MEASUREMENT

3:00 pm - 3:20 pm Driving ROI by continuous assessment, improvement and appreciation

Seema Singh - Business Process and Quality Assurance Consultant, Sharjah Commerce and Tourism Development Authority
Why measure ROI in public services? Continuously assessing the emotional, economical and societal impact of government services is an important factor to ensure an investment-friendly, happy and cost efficient environment, a must for any government organisation

  • How digitally-connected services gain the most ROI in the long run?
  • Understanding the areas of improvement to avoid grievances and losses
  • Appreciating and pushing organisations and employees to bring in motivation
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Seema Singh

Business Process and Quality Assurance Consultant
Sharjah Commerce and Tourism Development Authority

3:20 pm - 3:40 pm Reaching the 7 star of excellence! Is there a secret for quality and consistent service?

Hala Al Khatib - Corporate Excellence Manager, Dubai Air Navigation Services
  • Developing, setting, managing and improving KPIs for government excellence
  • How to upgrade and reassess the methodology of KPIs within your entity?
  • Linking employee performance to organisational performance. How do we reach and continue to be 7 star organisations?
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Hala Al Khatib

Corporate Excellence Manager
Dubai Air Navigation Services

INTERACTIVE ROUNDTABLES
Interactive Discussions Group (IDGs) are the perfect setting for audiences to come together and discuss their ideas, insights and opinions on specific topics. Each IDG has a leader who will lead the discussion and mention key points that the audience seated can engage in, creating a platform for interactive conversations and learning’s from like-minded individuals, from similar work backgrounds of industries, ultimately leading into a thought-provoking discussion.

IDG One

3:40 pm - 4:20 pm Document management for your next steps in excellence

IDG Two

3:40 pm - 4:20 pm Workflow automation and how it empowers employees

IDG Three

3:40 pm - 4:20 pm Culture and GenZ – Bridging the gap
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Fatima Ali AlMarzooqi

Head of Quality & Business Excellence
The Executive Office of HH Sheikha Jawaher Bint Mohammed Al Qasimi

4:20 pm - 5:00 pm GOVERNMENT EXCELLENCE WEEK AWARDS & NETWORKING RECEPTION

Celebrate and recognise achievements in the government sector field

5:00 pm - 5:00 pm End of Day One