Winds of change

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Significantly, the event marked the first time a custom-made programme has been developed for attendees from across the government. Spanning a period of two weeks the programme featured international educators from the US and Europe, and a special session for delegates to hear a local perspective on leadership.

"The success of the restructuring depends on the people entrusted with running the day-to-day affairs of government," said Dr Mugheer Al Khaili, Deputy Secretary General of the General Secretariat, at the event. "This programme is the first step in a larger effort to ensure that managers have the necessary support and capability to lead an open, transparent restructuring in their offices." Al Mazrouei believes the event gave the attendees the necessary tools to manage the upcoming change and conduct business and government procedures differently and more efficiently.

"To react to requirements of change, we have to be proactive and not just wait for the customer to come and complain. We have to go and listen before he starts complaining," he says.

Restructuring, however, will not happen overnight. Al Mazrouei likes to think of it as an "ongoing wheel" that never ends.

"It is basically being proactive when it comes to the people you serve," he says, citing WRDC as an example. The WRDC was the first entity within the Abu Dhabi government, along with TAM (a one-stop shop for people to finalise all their government-related paperwork), to grasp the restructuring initiative.

"We are talking about better communication with the people of the Western Region government bodies. Even when we did our strategic studies we went to all of the stake holders, had meetings with them and made sure that we had the same agenda," says Al Mazrouei, adding: "If we come back in three years and see that a new customer problem had arisen, we will have a small restructuring where we amend our policies. It's a way of doing things to accommodate the new requirements." But Abu Dhabi is still in the early stages of the process says Al Mazrouei. The course, organised by GWU and the Abu Dhabi Government Restructuring Committee (ADGRC) has provided the necessary tools to try and meet some of the emirate's requirements.

"They will go back to their employees and try to change the way they interact with customers and make better communication with the rest of their colleagues," he says.

The ADGRC was formed in February 2005. Ultimately its goal is to broaden the base of the Abu Dhabi economy and increase its competitiveness.

"While the entire government of Abu Dhabi is undergoing restructuring, each government office has its own restructuring plan and timeline, and will be responsible for ensuring that it meets the needs of people and businesses in the emirate," says Fatma Abdullatif Al-Mosa, manager of PR and Communication at the General Secretariat. Al-Mosa adds that some government offices are still assessing the level of restructuring required. "A total cost of restructuring remains unavailable in the meantime," she says, adding that efficiency is a main objective of the initiative.

"Every government office is identifying ways to provide services to the public using less bureaucracy and more technology, thereby reducing cost. For example, the current restructuring of the municipal services is expected to reduce costs by 35-40%," she says.

As yet the impact of restructuring in the Western Region compared to Abu Dhabi is hard to judge. Al Mazrouei notes a difference between the two processes: "[WRDC] had a one-year head start ahead of Abu Dhabi. This is improving our name with the residents of the Western Region."

He adds that among WRDC's initiatives were the road shows. "You saw the reaction of the people and the appreciation that we visited those areas and gave them an idea about our plans as well as integrated their thoughts and ideas into our plans for their region."

Extensive reconstruction of government buildings is also underway. "Instead of going to all government bodies you go to one building and finish up all your requirements," says Al Mazrouei, adding: "Now, people are saving their travel time to Madinat Zayed and back which is a 400km journey."

A staggering US$26.11bn has been dedicated to new projects and restructuring within the Western Region alone. It's not just the money, however, that counts, believes Al Mazrouei, but the benefits of such a move. He summarises those benefits in providing better services for residents within the western region and Abu Dhabi.

But a timeframe for the completion of the restructuring project remains elusive. Change will come in stages, assures Al Mazrouei. But he is confident that an improved service provided by those who took part in the GWU seminar, will come about before long.

"They will spread the word that change is coming. There's nothing wrong with change and it's a better way to provide better customer service," Al Mazrouei concludes confidently.

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