1 Introduction
1.1 Organization Background
The General Directorate of Abu Dhabi Police in Abu Dhabi Emirate operates with other agencies to achieve a safer society. It seeks to preserve the stability, the reduction of crime and the removal of a sense of fear, as well as contributing to the achievement of justice among the general public.
The vision of the Directorate is to become the police force that is more effective in the field responding to the needs of society with the highest level of integrity and training.
The values of the General Directorate of Abu Dhabi Police are integrity, honesty and respect for human rights. Provide the service fairly and dealing with people reasonably, tact and kindness, as well as promoting teamwork and recognizing the contribution of individuals and the group in the achievement and reward their owners.
1.2 Vision
To ensure continuity of Abu Dhabi emirate as community enjoys security and safety through the provision of high quality police services to citizens, residents of the emirate and its visitors.
Working for a safe community, achievement of stability, reduction of crime rates. Contribution to implementation of justice in a manner that promotes the confidence of the public in police.
1.3 Values
Integrity and security
Maintain the integrity and honesty in the highest levels and at all times, as well as ensuring optimal application of human rights.
Recognition of achievements
We appreciate and evaluate the achievements at individual and community level through spread of team spirit and stimulating initiatives at all levels.
Effective communication
We believe that effective communication with the public and private sector is of great significance to accomplish our goals.
2 Business Case
2.1 Current Status
Abu Dhabi Police (ADP) is one of the biggest government organizations in United Arab Emirates and they have more than 30,000 Employees and millions of customers. And as per the values and the strategy of ADP that it is very important to listen to customers and employees and know their ideas in improving the business and improving the customer service and all other criteria that fits with the nature of Abu Dhabi Police business.
Abu Dhabi Police implemented many initiatives to capture the customers feedback and suggestions and the employees innovative ideas such as:
– Installing boxes in each service center and department to collect the feedback from customers and employees in a written format where they fill a form and put it in the box, then all of the suggestion get collected and studied within the same department and see if they will implement it or not.
– Employees and customers could also suggest through the call center where the call center agents logs the suggestions in a form manually and then escalate these suggestions to the call center supervisor
In above to situations there are many risks such as:
– Losing of data
– No centralized database
– No systematic way to follow up with suggestions
– No effective measurement for the suggestion implementation
– No reporting
– Customers dissatisfaction
2.2 Proposed Solutions
As a project team in ADP we were responsible for finding a solution which will target and solve all of the risk and the problem areas. After interviewing the concerned people and identifying the actual problem we came to conclusion which is automating the suggestion processes in a system.
So we proposed a system that will unify the multiple point of contact and the call center or even the front liners in the service centers will be using the system to inter the suggestions. Moreover that each employee will be login to the system using their employee Id or military id and password and the suggestion will go through and identified processes and the system will support all deferent type of reporting, from the macro to the micro level.
2.2.1 System processes
As shown in the system processes that all the suggestions will be received by trained employees in the suggestion unit which will exist in the ADP GHQ and then the suggestion unit will do initial visibility study and send it to the concerned general department which will assign it to the concerned department that come under it as per the structure and then the manager of that department will take a decision of implementing the suggestion or not with using the system and mentioning the reason why he would implement, approve or reject the suggestion based on a certain classification and fields that needs to be filled in the system, at the end the suggestion will arrive to the suggestions unit who will produce reporting to the top management on monthly bases.
3 Project charter
Project Name: Suggestion System Project Manager : Project Manager Name
Project Start Date 16-09-2012 Project End Date 20-11-2012
Main Beneficiaries: ADP Customers
ADP Employees System Owners: Suggestion Unit in ADP GHQ
Project Sponsor: Quality and Excellence Department Manager Date of review (by Department Head): 15-12-2012
Budget Information: The firm has allocated AED 700,00 for this project.
Project description • Description of the current system
Currently ADP is facing many problem with the suggestion of the employees and the customers and manually they insert these suggestions in an excel sheet or in a hard copy of forms that sometimes get lost and there is no proper processes to follow for the suggestions
• Background/introductory information
ADP initiated a new unit called suggestion unit which will be the system owner to deal with the suggestions and to follow up with implementing it and to make sure that the suggestion processes is automated in a right way
• Reasons of the new system
There are many difficulties and problem and losing the cost and the innovative ideas, so the top management initiates the suggestion system and the suggestion unit which will be responsible of managing and administrating the system. And to cut the cost and to improve the internal processes
Objectives To program and implement the suggestion system in ADP to capture the innovative and the creative ideas from employees and customers and to generate a monthly reports for the top management on the implemented suggestions and the effectiveness of this implementation.
Business Goal(s)
• Meet the strategic objectives and the system requirements.
• Internal processes improvement.
• Web based system to capture all suggestions from different channels and access points.
• Better reporting features.
• Reducing the time and cost.
Project Assumptions • Online communication.
• Capturing the suggestion from employees and customers.
• Being owner of the application.
• Rising up the productivity of work and improving the internal processes and cutting the cost.
List of Deliverables • Online application.
• Automated reporting features.
• Centralized suggestion system to capture all the feedback types.
Roles and Responsibilities
Name Role Position Contact info
Ahmed Khaled Project manager Quality and Excellence Department Manager Ahmed.Khaled@ emiratesid.gov.ae
Aisha Rashed Project Team Leader Quality Manager Aisha.Rashed@ emiratesid.gov.ae
Shaima
Al Habsi Project Coordinator Quality Officor Shaima.alhabsi@ emiratesid.gov.ae
Customers
4 Scope Statement and Details
4.1 Project Summary and Justification:
The suggestion system is a mandatroy requirements for the governmenrtentitis ti reach the excelelence and the innovative cluture, good siggestions improve any organizations and that happen with the support of the top management. We belive that the system will solve all of the highlighted propolem before and will improve the way everyone work in Abu dhabi Police.
4.2 Project Features and Requirements:
After interviewing the stakeholders and analyze their answers we highlighted the following project features and requirements:
Suggestion system is a web based system that is designed to handle all incoming customer feedback for organizations – centrally, rapidly and cost effectively. Web based and accessed via the internet.
With its own inbuilt performance tracking feature, the suggestion system should allows ADP to monitor the response times and satisfaction levels for all types of feedback and prepare detailed reporting on volume and types of feedback, regional breakdown, demographics, operational performance and customer satisfaction.
The system should support the following:
• Multi-lingual capability (supports English, Arabic and Urdu)
• Range of access points cater for employees and those with special needs
• Search, Alert and Audit Facilities
• Aligned to ISO 10002 Guidelines for Feedback Handling
• In-depth Trend and Root Cause Analysis
• Real-time Dashboards to monitor traffic and KPIs
• Online Reporting Routines
• Range of Reports includes Metrics for Specific Measures, Performance (KPIs) and Demographics
• Customer Satisfaction and Service Recovery Monitors
5 Gantt chart (Including activities, dependencies, etc)
6. WBS
Below is the work breakdown structure where you used numbers as initials for each task
6 Critical Path on the Network diagram
7 Cost Estimate
The project cost is calculated based on three recourses are working on the project and the total cost is the cost of how many hours theses recourses will be working on the project. The resources and their rate are shown in the following.
Below is the WBS cost analysis (the total project cost is AED 483,648)
8 Risk analysis
Risk Area Level
(High, Medium, Low) Risk Plan
Difficulties in understanding deferent department requirements Medium Appointing a champions from each department who will coordinate with the suggestion unit to collect and bring and implement the required processes
Difficulties in spreading the awareness about the system High Coordinating with the media department and all other department and follow the internal and external methodology of communication to insure that all customers and employees are aware of the suggestion scheme and get empowerment from the top management
Getting few suggestion only low Arrange for incentives with the top management for the innovative ideas and suggestion to improve the efficiency of suggestions
9 Conclusion
This paper discusses building and implementing a suggestion system in one of the biggest government entities in United Arab Emirates. The system initiative started once the top management noticed that they have a miss management in the employees and the customer suggestions and there are many channels that collect the suggestions without an effective implementation.
The system will be developed to be user friendly and simple to use, all suggestions generates an automated response that provides a unique reference number and a timeframe for response.
Suggestions can be collected from a variety of sources besides the website and fed into the system by employees, feedback collected in person, by telephone, via the Call Centre or from written communications. Simple command buttons and drop menus ensure feedback is routed to the appropriate departments for action, each phase of the process monitored against a predetermined response time.
As a project team we learned a lot on how to work together and deal as a team to achieve the end of the project with the following of the project plan. Moreover seeing the suggestion system working effectively in our organization was the most rewarding thing for us, and therefore we advice all government organization to follow our approach.
