Punlic sector/ Operations

Streamlining bureaucratic operations for a government entity in UAE

Operational transformation, Implementation roadmap, service design, customer journey, process optimization

Client Background

Client is a leading government entity based in Dubai, UAE. It is responsible for supporting UAE’s socio-economic growth by aligning national objectives across logistics, eCommerce, financial inclusion, and digital transformation.

Delivery Team
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Deployment

Remote

Duration

3 weeks

Engagement

Objective

Client wanted to improve service delivery and align with a nationwide public sector transformation initiative. The client had been ranked poorly in efficiency and service quality assessments, highlighting the need for significant improvements. The objective was to enhance customer experience, eliminate inefficiencies, and optimize operations across logistics, digital platforms, and physical service channels.

Approach

Taken

Capturing Customer Pain Points

  • To ensure data-driven decision-making, we conducted: 15+ interviews with business units & support functions, 50+ documents analysed, including KPIs, SOPs, and delegation of authority reports, 10+ expert consultations & benchmarks to align with global best practices.
  • Additional insights were gathered through: Internal complaint logs across service channels, Mystery shopper assessments for real-time service evaluation, Consumer pulse and satisfaction reports (e.g., Nielsen NPS).
  • Using these insights, we mapped customer-facing logistics services and engagement channels (branches, call center, digital) to identify key dissatisfaction drivers.

Root-Cause Analysis and Solution Design

  • Evaluated customer journeys (process steps, service duration, ease of access).
  • Assessed operating model inefficiencies in internal processes, workforce capacity, and technology limitations.
  • Developed 44 targeted initiatives to address 22 core pain points, categorized under:Process inefficiencies (50%), Technology gaps (30%) & People constraints (20%). 

Implementation Roadmap

  • Structured an implementation roadmap differentiating quick wins from long-term reforms, with clear ownership and accountability.
  • Immediate activation of 22 initiatives (50% of the roadmap), with ongoing progress tracking.

Impact

Created

  • Enabled seamless alignment with a nationwide public sector transformation agenda, ensuring strategic coherence and impact.
  • Secured stakeholder buy-in on key recommendations, a structured implementation roadmap, and a clear path forward for long-term success.

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StrategyConnect deploys specialized talent on demand. We are one of the largest networks of independent consultants and industry experts driving the adoption of flexible workforce in the Middle East.

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StrategyConnect deploys specialized talent on demand. We are one of the largest networks of independent consultants and industry experts driving the adoption of flexible workforce in the Middle East.

Copyright @ 2024 StrategyConnect Inc. All Rights Reserved.