1. Case Study : Human Resources at Emirates Identity AuthorityA Building Block of the new Strategic Plan Forum: Sharing Best Practices of IIPDate: Tuesday 24th April, 2012Venue: Department of Economic Development, Dubai, UAE.Federal Authority| www.emiratesid.aeOur 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 plansFederal Authority | 2010 Emirates Identity Authority. All rights reserved 3. About Emirates Identity AuthorityAbout Emirates Identity Authority 2010 2013 Strategy Strategic Initiatives Overview of HR strategies and plansFederal Authority | 2010 Emirates Identity Authority. All rights reserved 4. Abut Emirates Identity Authority EmiratesIdentity 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 peoples identities will be identified and authenticated (i.e., through a uniqueidentification number,smartcard, and biometrics).Federal Authority | 2010 Emirates Identity Authority. All rights reserved 5. Abut Emirates Identity Authority EmiratesIdentity 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 peoples identities will be identified and authenticated (i.e., through a uniqueidentification number,smartcard, and biometrics).Federal Authority | 2010 Emirates Identity Authority. All rights reserved 6. About Emirates Identity Authority 2010 2013 StrategyStrategy Strategic Initiatives Overview of HR strategies and plansFederal Authority | 2010 Emirates Identity Authority. All rights reserved 7. The need for FOCUSFederal Authority | 2010 Emirates Identity Authority. All rights reserved 8. The need for FOCUSDirection Identity& corevalues Competencies & CapabilitiesFederal Authority | 2010 Emirates Identity Authority. All rights reserved 9. Key Strategic Components Federal Authority | 2010 Emirates Identity Authority. All rights reserved 10. Strategic Plan 2010 - 2013 Federal Authority | 2010 Emirates Identity Authority. All rights reserved 11. Strategic Plan 2010 - 2013 PopulationInfrastructureDeveloping Organizational Enrolment Development ApplicationsSystemsPrimary SecondarySupportFederal Authority | 2010 Emirates Identity Authority. All rights reserved 12. What do you see ?Federal Authority | 2010 Emirates Identity Authority. All rights reserved 13. What do you see ? This is our responsibility asleadership and Do we management, i.e., to work towards see theenabling our staff to see the other twosides to improve their faces? understandings of what we attempt toachieve, and work together to achieve organisationalobjectives.Federal Authority | 2010 Emirates Identity Authority. All rights reserved 14. Basing Strategy on Excellence Model Federal Authority | 2010 Emirates Identity Authority. All rights reserved 15. Basing Strategy on Excellence Model 3 Focus areas Results focused HR Development Continuous learning, creativity & innovationFederal Authority | 2010 Emirates Identity Authority. All rights reserved 16. Change Management Program Productivity of an Organisational Unit during a Change Wish for immediate successFederal Authority | 2010 Emirates Identity Authority. All rights reserved 17. Change Management Program Objectives Raising Awareness Supporting staff toaccept change Develop staff skillsand competencies Implementing theinitiatives and projectsof the new strategyFederal Authority | 2010 Emirates Identity Authority. All rights reserved 18. About Emirates Identity Authority 2010 2013 Strategy Strategic InitiativesStrategic Initiatives Overview of HR strategies and plansFederal Authority | 2010 Emirates Identity Authority. All rights reserved 19. Strategic Initiatives: Enrolment Process ReengineeringBusiness Process Re-Engineering Capacity Increase: 30,000 a day Linking Enrolment to Services Linking Enrolment to Residencyissuance for expats6.6Million people enrolled.In contrast of: 1.2 million peoplewere enrolled from 2005 to 2009Federal Authority | 2010 Emirates Identity Authority. All rights reserved 20. More than [60] Registration Centers across the countryFederal Authority | 2010 Emirates Identity Authority. All rights reserved 21. Redesigning Registration Centers Layout Federal Authority | 2010 Emirates Identity Authority. All rights reserved 22. Raising Customer Service StandardsFederal Authority | 2010 Emirates Identity Authority. All rights reserved 23. Federal Authority | 2010 Emirates Identity Authority. All rights reserved 24. Higher Customer SatisfactionsFederal Authority | 2010 Emirates Identity Authority. All rights reserved 25. Superior work environment Federal Authority | 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 IDStrategies and PlansFederal Authority | 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 competentresources Evidence: Staff Turnover,down to 3% in 2011.Federal Authority | 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 resourcesnationals Evidence: Staff Turnover,down to 3% in 2011.Federal Authority | 2010 Emirates Identity Authority. All rights reserved 29. Our HR Philosophy Creating Knowledge workers effective knowledgemanagement is translatedinto competitive advantageand profitability. Knowledge comes from ourHR.Federal Authority | 2010 Emirates Identity Authority. All rights reserved 30. HR development plan Results Focused RiskManagement DecisionChange MakingManagement Strategic Communication PlanningPlanTeams Customer Development OrientedFederal Authority | 2010 Emirates Identity Authority. All rights reserved 31. Balanced Score Card Balance Scorecard is used to monitor performance and is constantlyreviewed in board meetings and bi-monthly management meetings.A neworganisaitonalunit (StrategySupportOffice) wasestablished tomonitorprogress andkeyperformanceindicators;efficiency andeffectiveness Federal Authority | 2010 Emirates Identity Authority. All rights reserved 32. Balance Score Card [HR needs] Basic skills andcompetencies neededBasic skills and competenciesBasic skills and needed competencies needed Basic skills andBasic skills andcompetenciescompetenciesneeded needed Federal Authority | 2010 Emirates Identity Authority. All rights reserved 33. Human Resource Strategies Committed ExpertFederal Authority | 2010 Emirates Identity Authority. All rights reserved 34. Human Resource Strategies Specialised UnitsSpeacilised Units Committed Expert Registration Centers StaffLeadership TeamFederal Authority | 2010 Emirates Identity Authority. All rights reserved 35. Business Operating Model Short TermMedium Long Term Transactions Date Integration TransactionsDate Integration Transactions Enrolment Identification and AuthenticationEnrolment ServicesTransactionsDate IntegrationExpected transition in services Federal Authority | 2010 Emirates Identity Authority. All rights reserved 36. Our policy in attracting motivated skilled peopleFederal Authority | 2010 Emirates Identity Authority. All rights reserved 37. HR Development Strategy Federal Authority | 2010 Emirates Identity Authority. All rights reserved 38. Strategy Driven ..Aligning employee behaviour with the strategic objectives.Federal Authority | 2010 Emirates Identity Authority. All rights reserved 39. Cooperation with academic institutions .. Performancemanagement andmeasurement system is monitored against [daily production + customer satisfaction surveys].Federal Authority | 2010 Emirates Identity Authority. All rights reserved 40. Cooperation with academic institutions .. Training and educationplans are in sync with thestrategy. Signed several agreementswith universities andcolleges.. 5 Year HR developmentstrategy: all staff to haveuniversity degrees ..Federal Authority | 2010 Emirates Identity Authority. All rights reserved 41. Wages and Reward System Incentives and rewards system: [Pay for Performance] + [Pay for Results]Federal Authority | 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 | 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 rewardingemployees and partners Agility Focus on the future Managing for innovation and creativity Management by fact (Field) Social responsibility Focus on Results Systems thinking perspectiveFederal Authority | 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 rewardingemployees and partners Agility Focus on the future Managing for innovation and creativity Management by fact (Field) Social responsibility Focus on Results Systems thinking perspectiveFederal Authority | 2010 Emirates Identity Authority. All rights reserved 45. Customer Service Development Program ..Performance Customer ServiceManagementStandardsRecruitment Job& Selection Organisation DescriptionCustomerLearning &Structure SatisfactionDevelopmentSurveySLAsReward Competencies ProgramEmployee EngagementKPIs SurveyCommunication Federal Authority | 2010 Emirates Identity Authority. All rights reserved 46. Customer Survey Results Customer SatisfactionCustomer Satisfaction Survey & Mystery ShoppingVery satisfied: 53% Very satisfied: 49%Satisfied: 30%Satisfied: 32%Federal Authority | 2010 Emirates Identity Authority. All rights reserved 47. [Management Style Management Challengesat Emirates ID] Selection .. Expectations of performance through leading by exampleEvery single person is responsible and acontributing 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 | 2010 Emirates Identity Authority. All rights reserved 48. Federal Authority | 2010 Emirates Identity Authority. All rights reserved