Dubai Government Excellence Program

1997

Since 1997

03

Levels of excellence

20

Awards categories

03

Pillars, 10 criteria in the excellence model

03

Pillars in the Elite model

32

Government entities

85.2%

Customer happiness index in 2019

82.3%

Employee happiness index in 2018

We have come a long way in our quest for excellence and the world has acknowledged that. Our country is on the forefront and has ranked in advanced positions in many global competitiveness indicators… Today we want to build on that achievement to move to a new phase in our work towards results-based excellence

His Highness Sheikh Mohammed bin Rashid Al Maktoum

Awards

Institutional Awards

Awards given on Dubai government entities level based on outcomes of the assessment against the criteria of the elite model and the Government Excellence Model. This includes:

The Elite Award
Leading Government Entity
Best Entity in Innovation Field
Best Entity Achieving Dubai Plan 2021
Happiest Work Environment
Best Entity in Digital Government
Best Entity in Service Provision
Best Entity in Efficiency and Governance

Dubai Excellence Medals

Medals given on Dubai government employees level based on outcomes of the assessment against the criteria of the employee excellence. This includes:

Dubai Medal for Assistant Director General/CEO
Dubai Medal for Supervisory Employee
Dubai Medal for Customer Happiness Employee
Dubai Medal for Innovative Employee
Dubai Medal for Specialized Employee
Dubai Medal for Administrative Employee
Dubai Medal for Field Employee
Dubai Medal for Young Employee
Special Recognition – The Unknown Soldiers

Variable Awards

Variable categories to be determined in each assessment cycle based on government priorities. This include:

Best People-of-Determination-Friendly Entity
Best Entity in the Emiratization Field

DGEP Trophy

Dubai Government Excellence Program – The emblem design

The emblem of the Dubai Government Excellence Program, which was carefully thought through, was designed in a way that truly pays tribute to the journey and commitment of government agencies towards achieving excellence across all aspects of the sector. The design portrays sail boats, where the parallel lines make reference to the government agencies paving their way towards greatness.
The emblem also illustrates government agencies that are armed, yet compete for one common goal, whereby a victory for one government agency, is in fact, a victory for all, in line with the vision of Mohammed bin Rashid. The steering gear of the sailboat in the race is led by a captain and ties back to an individual who has a passion to surpass expectations and reach unprecedented levels of excellence. The journey towards excellence is led by the fleet of boats which are government agencies... it is driven by the winds of determination, guided by the waves of the sea that represent our leadership. Its key pillars are: excellence, efficiency, effectiveness and innovation.

This year, Emirati designer Aljoud Lootah made a unique addition to the shield, to honour winners at the Elite level, in an artistic way that reflects the commitment of government agencies and their continuous efforts to achieve excellence, in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai.

Knowledge & Innovation Hub

Training

Smart Training

Dubai for best practices

Knowledge Seminars & Webinars

Dubai Series of best Practices

Leadership Partners

Global Platform of Experts

Digital DGEP

Happiness Studies

Customer Happiness Index Study

An annual study to measure the happiness of customers with the performance of government entities in the field of providing services through interviews and telephone with customers and visits of mystery shoppers and community surveys using a questionnaire designed in accordance with the best practices

Employee Happiness Index Study

An annual study to measure the happiness of the performance and leadership of government entities in the field of human resources management and provide a stimulating and enabling work environment through the use of a questionnaire designed in accordance with the best practices sent by an electronic link to each government employee via his mobile phone

Innovation Readiness Index Study

A study every two years is to measure the readiness of innovation in government entities through the use of a questionnaire designed in accordance with the best practices sent by an electronic link to each government employee via his mobile phone

Mystery Shopping Study

An Audit based study carried out by trained mystery shoppers using a checklist designed for that, the shoppers’ visits to all service delivery channels in the Dubai government and audited them according to the standards at different times. The study measures the quality of the services provided by Dubai government, including all procedures and channels for providing the service. A daily report of the results of the mystery shoppers’ visits is submitted to each government entity via an electronic platform for the purposes of improvement and development. The study reports are also included in the assessment of each entity in the institutional assessment for the category of the leading entity in DGEP awards. A report on the results of the study is sent to each government entity. Also a report at the government level is sent to the concerned central government entities.