1. Government Productivity and Indicators Robert Garcia, SHRM-SCP Vice President – Global Operations Society for Human Resource Management United States of America United Arab Emirates China India

2. Boosting Productivity Masood Ahmed, IMF Chief Economist for the Middle East 2 The next big challenge for Gulf states accustomed to swapping oil wealth for industrial development. “It is now increasingly urgent to focus on improving productivity. A lot of the growth of Gulf countries has come from increasing the total amount of capital and labour” – that is, by hiring more expats and building new skyscrapers – “rather than increasing productivity. “If you’re not going to be able to increase inputs in the same way in the future, then in order to generate similar levels of output and income growth, you’re going to have to generate higher productivity.”

3. Motivation –Intrinsic v. Extrinsic Manufacturing v. Service Culture and Customs Engagement Growth Opportunities –Succession and Career Path 3 Factors Affecting Productivity

4. Factors in Government Productivity 4 Entitlement Performance-based Privatization Limited Competition

5. Metrics and Indicators Service Productivity Model –Resources are transformed in the form of services –Measure quality and capacity of the service process Performance Improvement Pressures –Publishing customer satisfaction surveys and service-quality metrics 5

6. Case Studies 6 U.S. Government Productivity Imperative –Determined that government lagged private industry, abandoned in 1994 UK and Sweden –Metrics for crime, test scores, and hospital wait times NZ Ministry –Productivity Tool GE Energy –Process improvement and controls

7. Seven 'drivers' to improve productivity: Building Leadership and Management Creating Productive Workplace Cultures Encouraging Innovation and the Use of Technology Investing in People and Skills Organizing Work Networking and Collaboration Measuring What Matters The drivers divide business operations into areas where workplaces should focus to improve productivity. 7

8. 8 GE Energy Aluminum Manufacturer Productivity Increase Responding to the inquiry from the Electrical Engineer, the Field Engineering team conducted a productivity study that determined a range of process improvements that GE could provide. Working with the customer’s engineering and production teams, GE proposed a controls upgrade that could increase line speed, improve reliability, reduce scrap, and improve the drive system’s limited diagnostics. Results: Profit increase of almost U.S. $1.5 M annually with payback on U.S. $750K investment in six month

9. Plan of Action 9 Invest in equipment and new technology –enables output per worker to increase Employees must have the right skills and capabilities –training to improve knowledge and skills Establish a clear set of performance goals Performance-based culture with accountability Prioritize activities and available resources –evaluate capability gaps across the organization Continuous improvement mindset Establish shared service centers Outsource government services

10. References 10 Understanding the Relationship between Employee Satisfaction, Engagement and Future Behaviors - SHRM Government Productivity Imperative – McKinsey 2015 GCC Salary & Employment Report - Hays Six Trends Driving Change in Government – IBM Workplace Productivity Tool – NZ at Work

11. 11 shrm.mea@shrm.org or +971 4 3649464

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