Community Development Authority (CDA)’s benchmarking team was awarded TRADE Benchmarking Proficiency with Commendation (5-6 Stars) by the Dubai Government Excellence Program (DGEP) and Centre for Organizational Excellence Research (COER). This chapter describes the benchmarking team’s project and achievements for each stage of the TRADE Methodology. CDA’s 250 employees play an important role in facilitating social services to those in financial need and vulnerable groups such as recovering addicts and people with special needs or disabilities (named as people of determination within the UAE). It is important that CDA’s employees are happy and motivated to provide the best service possible to these vulnerable groups. In recent years, CDA has seen a decline in its employee satisfaction survey results with employee turnover rising and a drop in productivity. CDA’s Employee Engagement Survey in 2018 revealed 13% of its staff were engaged, 63% were not engaged and 24% were actively disengaged.

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking
15.4.1 Employee satisfaction/dissatisfaction
15.4.2 Employee development & training
15.4.4 Employee performance management/recognition
15.4.5 Employee recruitment, retention, succession plans
15.4.7 Employee efficiency/productivity performance
8.2.1 Leaders communicate with employees
9.10.1 Retain human capital
9.10.2 Analyse the impact of rewards/training/well-being
9.3.2 Develop succession & career plans
9.3.3 Recruit, select & hire employees
9.3.4 Create & deploy teams
9.4.1 Align employee & organisation development needs
9.4.4 Develop & manage employee orientation programs
9.4.5 Develop functional/process competencies
9.4.6 Develop management/leadership competencies
9.4.7 Develop team competencies
9.5.1 Develop performance management approach
9.5.2 Manage team performance
9.5.5 Manage reward & recognition programs
9.6.1 Survey/assess employee satisfaction/morale
9.6.2 Manage employee satisfaction
9.6.3 Develop work & family work/life support systems
9.6.4 Manage & administer employee benefits
9.6.5 Manage workplace cleanliness, health & safety
9.8.1 Manage labour-management relationships.

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