Municipality of Abu Dhabi City…

Transforming our City and our Communities

Abu Dhabi Conference 2012

19-20 Nov. 2012

Abdullah Al Shamsi Executive Director

Municipal Assets & Infrastructure Sector

We are…

…evolving our corporate structure and becoming a customer-centric organization.

CORPORATE “I want my ADM to help

me do business

efficiently, have

professional and

knowledgeable people

who can help and grow

with me…”

…serving the community and upgrading the city image and operations

…embracing environment and sustainable growth as one of Abu Dhabi‟s core values

…Abu

Dhabi.

COMMUNITY “I want my ADM to

really listen my family‟s

needs and help make

my neighbourhood as

safe and carefree as

mine was…”

CUSTOMER “I want my ADM to be

my friendly service

provider where I can

pay all my bills and

take care of all my

daily needs…”

CITY “I want my ADM to

make my city beautiful,

have parks that I can

walk to from my home

and fill my city with fun

and exciting events…”

SUSTAINABILITY “I want my ADM to

preserve the nature we

have been given and

allow my children to

grow as one with nature

of our city…”

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Abu Dhabi

Island and City

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Vision…

To ensure a superior quality of life and a sustainable

environment to Abu Dhabi residents.

Superior quality of life in

sustainable living environment

Engagement and care for

communities and residents

Transparent services

enhanced through teamwork

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Mission…

To deliver best-in-class, efficient and customer-centric municipal

services by engaging with our communities.

al Multaqa…

Engaging our Communities

‟al Multaqa‟ or “meeting place” program

is aimed at providing forums where ADM

leadership interacts directly with

members of the public to listen and

address their concerns

Town hall meetings in community centers,

parks, and at events to hear directly from

citizens and residents about their issues and

concerns.

Programs and initiatives specifically designed

to address community needs and desires.

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Comprehensive improvement of customer

experience

Full integration and access through

telephone, fax, email, web, SMS, instant

message (IM) and video/live chat.

“One Stop Shop” approach with „fast-

track‟ service and ePayment Gateway

integration.

ADM opened five additional external

customer service centers in response to

the growth of our city.

Set up of advanced e-service and state of

the art call centers.

Implemented e-Kiosk services and a total

number of 115 services are now online.

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Our improved internal processes and technologies

coupled with MOUs and SLAs with other government

entities resulted in a substantial reduction in average

turnaround time for issuing construction permits and

improved customer satisfaction levels.

The initiatives resulted in reducing average turn around

time for issuing construction permits by 64%.

Striving to achieve consistent increase in

customer satisfaction levels.

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80% 80% 79% 76% 76%

82% 82% 80% 80% 78%

80% 82%

13% 15% 15% 17% 19% 15% 15%

18% 17% 18% 15% 15%

8% 5% 6% 7% 5% 4% 3% 2% 4% 5% 5% 4%

0%

20%

40%

60%

80%

100%

Apr '11 (503)

May '11 (504)

June '11 (504)

July '11 (504)

Aug '11 (502)

Sep '11 (506)

Oct '11 (503)

Nov '11 (501)

Dec '11 (502)

Jan '12 (507)

Feb '12 (506)

Mar '12 (502)

Satisfaction Score

Neutral

Dissatisfaction Score

Overall Satisfaction Scores for ADM Customers

2010 – ADM Satisfaction 75% 2012 YTD – ADM

Satisfaction 80% 2011 – ADM Satisfaction 79%

The Customer…

From services to customer centric

Focusing on customer point of view and customer

experience to enhance our responsiveness and

anticipate needs.

E-service with anywhere any point of contact to

provide easy 24/7 access.

Monthly customer satisfaction surveys

provide us with valuable input from the

our customers to help us improve our

daily operations.

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Over 480 processes accessible through

one central repository in preparation for ISO

Certification in 2012.

eGovernment Portal and unification

across all municipalities.

Improve capacity for quality customer service

Investment in training and

education…a continuous

„learning organization‟.

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PE

OP

LE

P

RO

CE

SS

T

EC

HN

OL

OG

Y

•Lack of Performance Management Strategy

•Absence of Training Needs Analysis

•No CS Training Programmers

•Lack of clear rules for staff to follow

•Total Number of CS Staff = 23 Employees

•UAE Nationals at CS = 21 Employees

•Performance Contracts in Place for All CS Staff

•Training Needs Analysis for Customer Facing Staff

•Dedicated Trainer for CS Training

•Training Manual

•Customer Service Handbook

•Total Number of Staff = 77 Employees

•UAE Nationals at CS = 74 Employees

•Total Number of Available Service in CS = 54

•No Documented Processes

•Absence of Service Delivery KPIs

•Multiple CS Touch Points

•Average Waiting Time = 60min

•Lack of complaining handling process

•No Transactional eServices

•Multiple Systems Used by CS Staff

•Manual Logging of Transactions (Excel Sheets)

•Service Fee Payment at Bank

•Lack of self-service

•Total Number of Transactional eService = 115

•Customer Relationship Mgt System (CRM)

•Case Management System

•Service Fee Payment on Counter & Electronic

•20 Kiosks (Self Service)

•Dedicated ADM Call Centre

•Real time Interactive Services Dashboard

•Total Number of Available Service = 274

•All Customer Facing Processed are Documented

•Service Delivery KPIs and SLAs

•One Stop Shop

•Average Waiting Time = 5-10min

•Complain process supported by system

•Mobile Car Services

2008 2011

Customer Services.. Change taking place

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The Community… Expanding Choice

Growing the network of public parks and playgrounds to

bring green open space within 15 walking minutes to every

resident of our city.

Capitalizing city beaches‟ potential by expanding Corniche

Beach area and activities as well as developing Al Bateen

Beach and Bein Al Jessrain Canal.

Upgrading the public realm throughout our city, including

sidewalks, new open areas, new landscaping, enhancing

the boulevards and others.

Engaging the community through arts, community fairs,

sports, and competitions to be part of the city‟s

development and activate its spaces.

Engaging our

communities and

residents,

transforming our

community by and for

them

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„Asemati‟ and „Habbah‟ (graffiti clean-up)

programs aim at upgrading and maintaining the city

image and city operations…”

Working with the Community

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Community engagement and outreach is a core pillar at ADM.

Increasing public participation through ADM organized events as well as

development of neighborhood facilities provides direct, and face-to-face

relationship between the ADM and its community.

Programs include themes on culture, heritage, arts, music, sports and

environment.

Numerous events organised to facilitate

community participation:

National Day, Ramadan and Eid

Celebrations, Circus, School Events,

Parks Activation Programs, Culture &

Heritage Events, Terry Fox Run, Abu

Dhabi Marathon, Red Bull Air Race,

Formula One Activities, Beach

Football Competitions, Community

Market, Social Ambassadors

Engaging the Community.

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We hear you Residents Needs and Amenities Surveys

Assessing need for a Public Library at Rahaba and Khalifa Park

Al Zaab Sport Centre

The Capital Mall Sport Centre

Community Centres and Bateen, Bahia, Shahama, and Rahba

Community Events Surveys

Assessing needed community events

Community events survey (Sarrasani Circus)

Patterns of electricity consumption in community

Stakeholder Survey

Khalifa Park community events survey

Customer Service and Municipality Services Surveys

Construction Permit Survey

Customer Satisfaction (CSAT) monthly program

„Mystery shopper‟ survey on municipal services

Customer Services Satisfaction

Call Center Survey

Al Shahama Branch Customer Satisfaction

Al Bateen branch Customer Satisfaction

Abattoirs survey

Building permits, Estidama and HSE services.

Parks and Beaches surveys

My park is my world survey (community event feedback)

City Image surveys

Awareness campaign effectiveness for parks visitors

MBZ & Al Shama & Al Adlah Parks (9 Parks)

Public beaches survey

Health and Safety Surveys

H&S workshops surveys

Public Health inspectors surveys

Human Resources surveys

ADM employee satisfaction survey

Interdepartmental survey

Employees' feedback (Accounting division)

Training needs survey (Project Management)

Restaurants Services Survey

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Greening your community.

Completed over 32 pocket parks

and developing over 26 additional across Abu Dhabi.

From service provider to experience maker

16

Bringing the park to

your backyard

Completed

39 playgrounds and developing another

88 additional throughout the city.

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Restructuring Landscape

Operation and Maintenance

contracts to achieve

30% in savings.

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Providing necessary community

amenities throughout the city.

Corniche Beach, Abu Dhabi‟s largest

and most visited public beach is The Gulf‟s

first Blue Flag certified beach .

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Listening the community's needs. Developing more accessible beaches to all!

Bateen Beach completed in 2011 (Phase one) offers a variety of water leisure and

our door activities.

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More District Parks in the Pipeline

Bringing Innovative, Healthy and Fun

activities accessible to all!

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Responding to the

community needs

Developing over 100

playfields and

jogging paths.

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The City Image…

Changing the face of our city through new legislation,

regulations, and rigorous enforcement.

City Management, operational policies allowed us to continue relocating

undesirable activities out of the city centre, away from residential centres and

activities.

Tackling traffic congestion issues and infrastructure enhancements provided our

residents and visitors with world class bridges, roads, tunnels, interchanges

among others.

Visual enhancement of the city, through integration with governmental agencies

tackled issues of signage, shopfronts, downtown revitalization and helped curb

overcrowding and public health and safety improvements.

Redeveloping streetscapes along main boulevards of the city for an enhanced,

engaging and active pedestrian experience.

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City Image

The Municipality of Abu

Dhabi City in collaboration

with other agencies is

continuously engaged a

variety of initiatives that

contribute to enhancing its

City Image and ensure it

provides the best

environment and services

to its citizens, residents

and visitors.

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Strive to make Abu Dhabi a world class city and a city of choice

for residence, employment, investment, and tourism

To enhance the Quality of Space and Life and overall City Image of Abu Dhabi through

consistent investment in renovation and upgrading of the built form and public realm

City Image Strategy Map

A strong sense of identity of place and perception of quality in the physical and visual environment.

Personal and community satisfaction with

amenities, educational, religious, health, cultural,

leisure and services for overall wellbeing.

Quality of Life Quality of Space

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First phase

1,514 establishments relocated outside CBD: Auto related, polluting and incompatible,

activities were relocated away from residential

developments to purpose built sites.

Develop Land Use Policies

Address the urgent need to enhance

land use and retail mix along main

boulevards on Abu Dhabi Island.

Relocate nuisance or incompatible

uses

Ensure minimum standards for retail

shops especially in line with global

environmental, health and safety

standards.

A strategy to implement Activity and Use Policy throughout Abu Dhabi Metropolitan Area

1

2

3

2008 2010 2011 2009 Jan

2012

9,854

10,888

4,536

15,889

9,864

Types of violations and warnings 2011 Number

Direct fines (building permits violations) 3,049

Direct violations (public health violations)

5,656

Car towing 3,773

Car trading on street 35

Other warnings 9,765

Total for 2011 22,278

City image related violations

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Tawtheeq Registering leasable property details and tenancy

contracts using cutting edge technologies.

> Regulate real estate market through effective

and accurate data collection of all properties and

tenancy contracts.

> Regulate occupancy, usage, health and safety.

Develop Regulations, Codes and Policies

Drafting of 14 Municipal Codes to enforce City related

regulations.

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Relocation of worker accommodation from the Abu Dhabi City

Island to custom developed sites and upgraded facilities

A total of 124,000 workers were housed in new

and upgraded conditions.

Before (Old Labour Accommodation) After (New Labour Accommodation)

Improved Living Standards

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Redeveloping 6

streetscapes along

main boulevards of the

city.

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Giving back the street to the pedestrian.

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Sheikh Zayed Bridge, 850m long marvel of design and

engineering was completed and opened for public winning

Global Road Achievement Award (GRAA)

Around 200 infrastructure projects were active during 2011, with some

of the world famous, signature projects being completed by ADM.

31

Al Salam Street, a 18km corridor and longest tunnel in the Gulf region (3.6 km)

through downtown Abu Dhabi increased the flow of traffic, improved traffic safety and

reduced congestion throughout the city.

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ADM partnerships with the

private sector,

capitalizing on its existing

assets to provide

community amenities,

convenience, leisure

and entertainment to its residents as well as

visitors and tourists.

Amenities

Community Centers

Leisure and Lifestyle

Al Bateen Community

Center

Corniche Retail,

Dining and

underground parking

Bein el Jisrain Canal

Front Leisure

development

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Gateways

Streetscapes

Public Plazas

Pedestrian Paths

Pocket Parks

Neighborhood Parks

Public Beaches

Playfields

Playgrounds

Jogging Tracks

Other City Image Enhancement projects and initiatives across the city.

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Sustainability…

Protecting natural habitats of animals as well

as sensitive plants, such as the mangrove and

the Ghaff tree ensured our city‟s natural

environment is not threatened.

The mangrove

Sustainability initiatives range from internal ADM projects to the citywide

initiatives.

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Abu Dhabi developed Estidama Pearl Rating program, its own

Green Building standard.

„Estidama‟ initiatives and programs

allowed us to implement water sensitive

designs and modern sustainable rating

systems for buildings.

Landscaping water usage systems have been

redesigned from the core resulting in considerable

reduction in water requirements throughout our city

together with lowering the maintenance cost

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Geo-grid

Implementing a Public Lighting Strategy to reduces energy and

emissions by over 60%, and overall financial benefits of 90%.

Recycling and reuse of existing asphalt allowed for 80%

savings of raw materials and reduced construction time by

60%.

Geo-grid technology increases pavement design life (30 to 40

years) and reduces cost (10 to 20%) and time of construction.

City wide Sustainability initiatives.

Recycled pavement

LED lighting

Reuse of over 3,747,520 cubic meters of excavated material

from developments across the city as fill material for low lying

areas.

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Going Forward New Areas: Completed planned development areas of Saadiyat, Yas, Reem, Sowwah Islands and

Raha Beach will be transferred to ADM.

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Implementing 3 Cities Khalifa Cities A & B,

Mohammed Bin Zayed City

MBZ

KCA

KCB

Capital

District

Going Forward: Upgrading Infrastructure

PROJECT RATIONALE

MBZ KCA KCB

• Extensive build-out and rapid growth

• Insufficient infrastructure for future needs

• Limited public amenities

Public - Occupied Public - Vacant

Villa – Built or Under

Construction

Villa - Vacant

PROJECT OBJECTIVES

• Provide high quality of life for the growing population of the 3 Cities

• Maximize municipal investment value

• Apply “Best Practices” in environment and sustainability

Urban Environment & Public Infrastructure Upgrades, 2012-2021

Customer Service Department

Infrastructure Requirement for the 3 Cities

KCA KCB MBZ

Total land area (m2) 22.9 m 18.5 m 49.3

No. Of Sectors 42 42 55

No. Of Public / Non Villas Plots 147/391 596/309 / 1507

Total Villa Plots 3,686 3165 5275

Work Zones 5 3 6

GFA (m2) 12.6 m 12.8 m

Streetscape (m2) 3.33 m 3.7 m 8.2 km

No. / Area (m2) of Parks 32 / 0.33 m 131 / 1.15m /0.9 m

Length of Roads (km) 195 190 373

Length of Sikkas (km) 250 192

Street/ pedestrian lights 9,021 10,027 25750

Estimated current population 51,000 19,000 99,000

Estimated full population 194,000 175,000 321,000

MASTER SCHEDULE

Note:

Public Realm Consultant procurement,

Design & Project Procurement period are

included in the respective Roads

Infrastructure Upgrade packages.

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Opportunities for collaboration ADM continuous work on improving services and development of new

initiatives opens the door for future collaboration.

These include:

• Sustainable Infrastructure

• PPP

• R&D and Training

• Customer Service

• Community Development and Management

• Operations and Maintenance

• Legislative and Regulatory Frameworks

Thank You