Emirates Post Group has ambitions to be a world-leading service but its dated and limited performance and learning systems were not supporting its goals. Hand in hand with Saba, the government-run postal service has put in place a digital platform that is driving far more effective performance and learning management.

CASE STUDY

Emirates Post Group delivers improved performance and learning management with Saba

The Saba platform has delivered the digital transformation we were looking for. Working with Saba, we have met all our objectives to digitise and enhance performance management and learning and development. Elham Al Shamsi Senior Director of People Development and Performance Assessment, Emirates Post Group

Industry: Government

Use Cases: Performance management, learning and development

THE CHALLENGE

Emirates Post Group, the UAE’s government-run postal service, is focussed on creating one-stop shops that offer multiple services through a network of 115 post offices. The Group also provides financial services through the Wall Street Exchange Centre (WSEC). In addition, a joint venture between Emirates Post Group and ABBA Electronics runs the Electronic Documents Centre (EDC), a facility that handles the printing and mailing requirements of large companies.

Emirates Post Group was looking to improve communication between managers and employees regarding setting objectives, performance evaluation and feedback. The Group’s dated Excel and paper-based appraisal process was based on only two templates for a workforce in many different roles across 130 locations. More than 90 percent of employees were judged to be in the same ‘excellent’ category, so there was simply not enough information about the performance of different employees for the organisation to take action to improve performance – or to identify its high-performing employees.

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THE SOLUTION

Emirates Post Group reviewed many potential solutions. As a government entity, it was essential that any solution supported the Arabic language. Once implemented, the solution needed to be easy to use and not create additional overhead for IT support. The Group identified Saba’s Performance, Learning and Succession Management solution as one that would meet all its requirements.

Emirates Post Group was also looking for a custom platform that would enable it to store a bank of objectives and employee goals. The Group worked with Saba to tailor the solution to standardise its approach to competencies and performance management.

During the initial implementation, the Group’s six-strong learning and development team conducted workshops and meetings with managers and employees, training them how to use the system’s functionality. In 2018, the entire workforce is using the Saba platform and new employees receive training on the solution during the onboarding process.

Now, both managers and employees access the performance platform regularly throughout the year. Annual paper-based appraisals have given way to ongoing performance management, and managers and employees can clearly see the objectives they have set and the progress they have made. There are different performance management templates, covering leaders, supervisors, executives, employees with less seniority and those in their initial probation period, compared with only two previously. The Group is working continuously to convert paper-based forms to electronic format.

Emirates Post Group is also reaping the benefits of improved learning and development. Previously, the organisation delivered traditional classroom-based training. The Saba solution has enabled transformation to online training and micro-learning. Learning modules are mainly focused on getting staff up-to-speed with postal products. Currently, training is aimed at consolidating skills and creating the best possible customer satisfaction. In future, there will be more training on new products and services to support innovation.

Every company says they want to engage, motivate and inspire their people. As we see it, the problem is not that they can’t – it’s that they don’t have the environment that really enables their top talent to thrive. Saba creates that environment, with talent development solutions that put people and teams in the driver’s seat of their own experience, while staying aligned to your business goals. And delivering deep performance insights that connect people to business success, like no one else can. Saba. The Talent Development Company.

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THE BENEFITS

Saba has helped Emirates Post Group achieve its business objectives. The Saba solution now encourages regular communication between employees and managers throughout the year. Using the integrated platform, its professionals are now able to ensure that the Group’s strategic objectives are linked to individuals’ objectives. It is easier to record achievements and document performance goals – and both managers and employees can see the employee’s recorded progress towards achieving their objectives.

The Group’s IT team is working with Saba to drive mobile learning adoption, especially right at the top of the organisation, providing C-level staff with mobile learning opportunities. It also intends to prioritise maximising use - and benefits - of the system’s succession management features this year. In the meantime, there is no doubt that the Group’s L&D team is making good use of the Saba solution to help the organisation manage change and develop a skills and competency framework that will support its ambition to deliver a world-class service.