Dubai Government Sector: Service Excellence Models - Research Proposal Example

1.0 Introduction
The background of the research area will be provided in this research area as well as reasons for researching this area, aim, purpose, and objectives of the research. In addition, research questions will be developed and the research scope identified. The contributions of the research are also outlined and the structure of the dissertation is described.

1.1 Background of the study
In the modern context, many institutions and governments continue to face increasing demand to offer excellent service to consumers or society members (Voon, 2011; Amjad et al. 2013). Ruiz-Carillo and Fernandez-Ortiz (2005) agree that service excellence models are in demand, which the population expects government departments and institutions to provide. Service excellence mechanisms and techniques in the diverse governmental institutions focus on societal welfare improvement and improved satisfaction of the demands and expectations of customers (Moss, 2007; Parasuraman, 1988). In 1988, fourteen European countries with the approval of the European Commission established the European Foundation for Quality Management (EFQM) model (Newswire, 2011). This body embodied the responsibility and role of building service excellence across Europe and abroad. This model reiterated improvements in self-evaluation and planning so as to achieve service excellence.

Ahrens (2013) notes that citizen expectations on key government ‘products’ requested are gradually rising and putting pressure on public sector services to be relevant, efficient and quality to public service ‘customers’. In the Arab world, enhancing accessibility, efficiency, and quality of public sector services demands that government institutions adopt creative approaches to delivery processes and service design (Alverez, 2007). Consequently, the region has experienced improved quality of services with regard to social affairs, unemployment, and education among others (Geray & Salem, 2012). Efforts to understand the intricacies of various service excellence models are limited despite the wide acceptance of the need in the Arab World for enhanced services (Salem & Alshaer, 2013). For this reason, there is a need to understand the state of services by assessing the impact of different service models on service delivery to customers in the region.

1.2 Reasons for researching into this area
1.2.1 Government policy
The Government Excellence Sector Plan is one of the elements of the Dubai Strategic Plan 2015. This plan seeks to have a stronger strategic and forward-seeking outlook by improving the organizational structures and accountability. In addition, the strategic plan concentrates on improving the productivity and efficiency of the government services and products to the customers in Dubai (Doulatabadi, Yusof, &Nejadi, 2013). The goal of this approach is to enhance receptiveness and customer service by empowering and inspiring employees working in the public sector of Dubai.

Salem and Jarrar (2013) underscore service excellence in United Arab Emirates (UAE) is implemented through such as Dubai Quality Award (DQA), Dubai Government Excellence Program (DGEP), Sheikh Khalifa Excellence Award (SKEA), and m-government Service Award. These models are the governmental excellence and driving force behind public sector development in Dubai. Despite the shortcomings in the provision of services by the government, there are several areas in which the UAE government has exhibited exceptional performance. For instance, the government carries out an activity called mystery shopper in which undercover surprise inspections are carried out in which the quality of services being provided by the government is ascertained (Ministry of Cabinet Affairs, 2013). They are lauded for the provision of excellent services to the customers (citizens, government employees, businesses, and organizations).

These programs have been widely implemented to improve techniques, practices, administrative performance, and growth concepts in the public sector (Alshaer & Salem, 2013). Government entities in Dubai have demonstrated increased cooperation with the program is adhering to professional and organizational excellence standards (Hannum & Martineau, 2008).