General Directorate of Residency and Foreigners Affairs (GDRFA)’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. The GDRFA – Dubai, is affiliated with the Federal Authority for Identity and Citizenship, and its mission is to regulate the entry and exit of international travellers to and from the Emirate of Dubai and to supervise the residency of foreign nationals. GDFRA consists of 5000 staff with 75 staff working under the departments of Strategy and Future Foresight, Innovation, PMO (Project Management Office), Business Process Management, and Excellence. In addition, seven Quality Sections in GDRFA’s main Sectors are administratively under these departments’ influence. An internal audit at GDRFA and a DGEP Report revealed the absence of an automated and unified system that integrates the main projects and operations from these key departments. The departments tended to work in silos with inefficient information and knowledge sharing. In addition, some projects were incongruent with the organisation’s current and future strategic needs, subsequently leading to irrational expenditures and budget constraints.

BPIR Categories

14.2.4 Conduct best practice/ process benchmarking
14.3.5 Reengineer business processes & systems
14.3.6 Provide ideas management & innovation processes
15.6.13 Innovation, technology & flexibility
15.6.3 Design of products, services or processes
3.2.3 Develop&integrate technology/innovation into concept
3.4.1 Design product/process/service enhancements
3.4.2 Eliminate outdated products/processes/services
6.4.2 Implement systems for managing the service
6.4.3 Inspections, tests, process/performance audits
8.2.2 Create an environment for empowerment/innovation

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