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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…”
3
Abu Dhabi
Island and City
4
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
5
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.
6
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.
7
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.
8
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.
9
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‟.
10
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
11
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
12
„Asemati‟ and „Habbah‟ (graffiti clean-up)
programs aim at upgrading and maintaining the city
image and city operations…”
Working with the Community
13
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.
14
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
15
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.
17
Restructuring Landscape
Operation and Maintenance
contracts to achieve
30% in savings.
18
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 .
19
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.
20
More District Parks in the Pipeline
Bringing Innovative, Healthy and Fun
activities accessible to all!
21
Responding to the
community needs
Developing over 100
playfields and
jogging paths.
22
23
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.
23
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.
24
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
25
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
26
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.
27
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
28
Redeveloping 6
streetscapes along
main boulevards of the
city.
29
Giving back the street to the pedestrian.
30
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.
32
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
33
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.
34
35
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.
35
36
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
36
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.
37
Going Forward New Areas: Completed planned development areas of Saadiyat, Yas, Reem, Sowwah Islands and
Raha Beach will be transferred to ADM.
38
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.
44
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