A Ministerial Roundtable held in cooperation with the United Nations at The Government Summit, the first of its kind initiative to promote governmental service excellence, highlighted the success stories of the region, in introducing innovative service initiatives aimed at meeting the aspirations of the people.

Sharing the experience of the Zayed Housing Programme in the UAE, His Excellency Sheikh Hamdan bin Mubarak, Minister of Public Works and Chairman of the Board of Directors to Sheikh Zayed Housing Programme, said beneficiaries are chosen on the basis of 31 criteria, in addition to a focus on a balanced scorecard approach to assess the build quality.

Highlighting how government service best practices find acceptance in other countries, Her Excellency Lindiwe Nonceba Sisulu, Minister of Public Administration of South Africa, said the model of the Zayed Housing Programme is being replicated in her country, in relation to the eligibility criteria.

Bahrain’s e-Government model, presented by His Excellency Mohamed Al Qaed, Chief Executive Officer, Bahrain e-Government Authority, was also identified as strong success story from the region, with Al Qaed underscoring the efficiencies that can be achieved by sharing such knowledge across the region. He said that an interconnected model of e-Governance that links all government departments and a focus on holistic innovation will be key drivers to further enhance the efficiency of e-Government service provision.

His Excellency Abdeladim El Guerrouj, Minister Delegate for Public Service and the Modernisation of the Administration, Morocco, said the country’s approach to strengthening public service delivery has been focused on reforms and policies aimed at meeting the requirements of the people. He said that human capital development is central to Morocco’s approach for growth, in addition to the involvement of the private sector to create new job opportunities and strengthen the economy.

Congratulating the UAE on hosting The Government Summit, Mr. Vincenzo Acquaro, Chief, Division for Public Administration & Development Management, United Nations Department for Economic & Social Affairs, said the country ranks first in the Arab world in the UN e-Government Survey 2012, stressing on the strong achievements in public service delivery by the country.

Underlining the need to leverage ICT platforms and innovation to boost government services, he said that good governance is imperative to promote sustainable development and a ‘business as usual’ approach is not an option anymore. “Governments must become catalysts for change than mere service providers, and communities must be empowered with an active role in problem-solving.”

His Excellency Sheikh Hamdan bin Mubarak said that the UAE is focused on providing five-star service across all its government departments, and the concerted efforts of the government to elevate the standards of public service delivery has achieved impressive results.

He said that the UAE’s MyGov portal is a strong testament to how the country leverages the power of ICT, while also ensuring swift response to customer queries. “Improving the quality of services offered is our top priority, and we provide regular training to our officials to further enhance the service standards offered,” he explained.

Her Excellency Lindiwe Nonceba Sisulu presented an overview of the Africa Peer Review Mechanism that has enabled the continent to address the challenges in government service delivery. APRM is led by a review of the performance of the governments by civil society organisations, academicians, businesses and head of states for continual improvement in service provision.

The Ministerial Roundtable was moderated by Mr. Tarek Lootah, Undersecretary, Federal National Council and Executive President of Dubai School of Government.

Emirate:  Dubai

Date: Feb 13, 2013