In this assignment, the Federal authority for identity and nationality (ICA) is studied with the contemporary leadership challenges and the organizational response to these challenges. The assignment has focused on addressing the challenges faced by the leadership and the organization and has also described how well both made their ways through innovation and technical development and other factors. After concluding all the points, I have made some recommendations which I think that the organization should more look into to get the best performance by the employees.
There is firstly a brief introduction to my organization. The Federal Authority for identity and nationality (ICA) was established in September 2004. Earlier its name was Emirates Identity Authority which was then changed Federal authority for identity and nationality (ICA). (studies) It is a governmental institution. (Zawya, 2018) This organization is based in Ras Al Kamiah of United Arab Emirates. The main purpose of the organization is to provide the services of identity card issuance and passport delivery to the citizens of the UAE. It also plays its role in the grant providence for non-citizens of UAE and to permit them of residence there. (Citizenship)The organization of Federal authority for identity and nationality (ICA) has a very innovative and developmental approach of work. This is the reason the institute of Federal authority for identity and nationality (ICA) has won two silvers of 2020 Middle East Stevie Awards for ‘Innovations in Government Services and Technology Development’. (Awards, 2020) The organization was awarded for the innovative app and smart gate project ideas and work is running different programs. These ideas and work of the organization show the innovative approach of the leadership of organization and UAE. The leadership of the Federal authority for identity and nationality (ICA) is with the vision of support and technological use for innovative and creative ideas and strategic plans to provide satisfactorily and up to the date services to the people. Thus, my organization is facing some challenges in the innovative and creative framework implementation, but the leadership is working hard to come up with these challenges and this assignment is addressing all the factors related to these leadership challenges and the organizational response in dealing with these challenges.
Table of Contents:
- Executive Summary
- Evaluation of the leadership and organizational challenges
- Leadership challenges
- Innovative approaches in strategic plans and implementation
- Staff Performance analysis in all the branches
- Developing innovative solutions
- Organizational challenges
- Customer happiness
- Crowd influx dealing
- Security Challenge
- Leadership challenges
- Assessment of methodologies implemented to facilitate organizational change
- Innovative practices
- Strategic Information System Planning (SISP)
- Software integration
- Training programs
- Accuracy through automation
- Safety of data through technical development
- Evaluation of what worked and what did not
- What has worked for the organization?
- Adaptive leadership
- Technical development
- Innovative planning, working and problem-solving approach
- What has not worked for the organization?
- What has worked for the organization?
- Summary and conclusion
- Recommendations with evidence
1. Executive summary
The Federal Authority for identity and nationality (ICA) is an important organization of UAE that deals with the identity card and passport issuance and permission for a non-citizen to reside in the UAE. And this organization is performing very well with all the innovative approach and technical development. The organization has incorporated all the up-to-date working methodologies and look for creative ideas to deal with the challenges of leadership and organization. The organization has been awarded for its innovations and technical development. It is providing the best possible services to the customers with the goal of customer happiness and has achieved this goal successfully. The working of this organization has been optimized according to the need through latest technological integrations. The organization is an overall example of a successful and well-performing organization under good leadership along with the optimized services and customer satisfaction.
3. Evaluation of the leadership and organizational challenges
3.1. Leadership challenges:
The leadership is the main pillar of the organizational working. And the leadership faces various challenges in operating the organizational plans and implementation to get the best performance. The leadership of Federal authority for identity and nationality (ICA) also faced some challenges in the working of the organization at some stages. Some of these challenges are addressed below.
3.1.1. Innovative approaches in strategic plans and implementation:
The organization should work in an innovative and up to the date working approaches for the progress and better working of the organizational matters. The quality of an organization’s performance depends on innovative values. But the implementation of innovative approaches comes with the challenges like lack of commitment, compliance along with resistance and avoidance from inside the organization. (Shenhar, 2016)
But the Federal authority for identity and nationality (ICA) had an innovative approach and implementation from the leadership and it makes the employees work along with them to achieve their goals. This is the reason that the organization won two silver award from the Middle East Stevie Awards in 2020 for Innovations in Government Services and Technology Development. (Awards, 2020)
3.1.2. Staff Performance analysis in all the branches
The Federal Authority for identity and nationality (ICA) had worked in collaboration of the Wavetec’s Queue Management System powered by Spectra to integrate the software that helps the leadership to get all the data regarding the key performance indicators and the staff performances in each branch through the average service time and waiting time and the number of waiting for people etc. This has now saved the leadership to have personal visits to each branch to check the staff performance, as they get the daily update and can focus on other affairs of the organization better. (studies)
3.1.3. Developing innovative solutions:
The problem or challenges that the organization faces, needs an effective and timely solution from the leadership. The leadership should be capable of finding the faults itself in the current working plan and implementation strategies of the organization. The leadership should suggest and implement innovative solutions to get creative and encouraging performances from the employees. (Kremer, 2019)
The leadership of the Federal authority for identity and nationality (ICA) had always had an innovative approach to problem-solving and process development methods. This has taken the organization on high levels of innovation and creativity. And made it achieve the awards for innovation in government services and technology development. (Awards, 2020)
3.2. Organizational challenges:
The organization of Federal authority for identity and nationality (ICA) has made the change in different operations to make the system and operations of the institutions up to date. These innovative approaches come with different challenges. But the most important challenges the organization faced was the insurance of customer happiness, crowd influx dealing, and the appropriate controls over some systems and operations for customer satisfaction. All these challenges are discussed below in detail.
3.2.1. Customer happiness:
As, if the customers are happy the innovations implemented by the organization last longer and provide longer benefits to the organization. The happiness of the customer can be achieved through planning and executing strategic framework. Different types of customer happiness are related to different human emotions. It could be transformative, perceptive, altruistic or utilitarian. But the use of high technology by the organization in dealing with the customers and providing services to them gives a positive feeling to the customers and make them happy. (Norton, 2010)
So, the main challenge for the organization was customer happiness in so much crowd influx and stress on the workforce that was providing the services to the customers 24/7 in a different shift in each department. So the organization was working in a different way earlier. But to make the customer happy instead of only being satisfied was the goal and challenge for the organization. Therefore, it comes with an innovative style to incorporate software systems that minimized the customer effort input as decreased waiting time to avail the services etc. to make the customers happy. (studies)
3.2.2. Crowd influx dealing
The number of customers that came to the Federal authority for identity and nationality (ICA) was large and it makes a crowd in the office of the organization. This issue was causing the problem and uncomfortable feeling for the customers and the staff as well. So, the organization needed to deal with this crowd influx. The organization deal with this issue with the integration of technical software that assists the organization in the reports related to customer flow, the number of people waiting in a queue etc. And the services providence to customers was speedup to minimize the crowd form of customers at the office branches. (studies)
3.2.3. Security Challenge
An important government organization like the Federal authority for identity and nationality (ICA) must be very secure. Therefore, he appropriate controls over some systems and operations were necessary for the organization. As security controls are important for an organization working to maintain confidentiality, integrity, availability and authenticity of the data, services and operations. To achieve this goal, the organization set up a strategic plan including the workflow of process monitoring, networking, computing and actuation. (Wang, 2010)
The challenge of security was solved by the organization by gaining control over the data and operations through some up-to-date software incorporation. These were also necessary to maintain the innovative techniques and style in the organization with appropriate controls and security of the system. (studies)
4. Assessment of methodologies implemented to facilitate organizational change
The organizational change means the new ways that the organization of the Federal authority for identity and nationality (ICA) adopted later in the working framework planning and implementation. These methodologies were to facilitate organizational changes.
4.1. Innovative practices:
The organization of the Federal authority for identity and nationality (ICA) had always an innovative practice in the implemented methodologies. And these facilitate the organization to a large extent to cope up with the changes. The innovative practices and activities affect the internal as well as external sources and services of the organization. And, it has all the positive effects on the organization (Anzola-Román, 2018) These innovative approaches and practices methodology implementation make the organization to win an award for innovative work for the government.
Contemporary organizations have the most level of innovative adoptions (as the Federal authority for identity and nationality has). It has helped the organizations to be competitive worldwide and could provide the best services in the changing environments. The implementation of innovative mythology is based on the degree of innovation characteristic and the effect of individual factors and organizational factors on it. (Kim, 2017) Therefore, my organization can provide the best services to the people in getting their cards and permissions.
4.2. Strategic Information System Planning (SISP)
For any organization of government, business or academic etc., it is necessary in the modern world to have the strategic information system planning. This methodology comes with the implementation of computer in the management practices to improve the performance of the organization. This methodology implementation leads to an effective, efficient and productive organizational performance. (Harun, 2017) Thus, the Federal authority for identity and nationality (ICA) also implemented this methodology to facilitate organizational change. And this SISP helps the organization a lot in the performance and objective achievement. So. This mythology proves to be beneficial for the facilitation of the changes as well as the innovative and creative implementations. As the information system is important in the organization and effective planning of this strategic information system plays an important role in managing different aspects of the organization. (Ali, 2016) Therefore, it also helped my organization in facilitating and implementing the changes.
4.3. Software integration:
The technological innovational integration leads to an innovative organization. (Anzola-Román, 2018) The world is making different technology and software to make human work easier. And this software is helping the organization to perform better and be able to give the best services to their customers. The digital system controls and instruments with effective implementation have made the organizations grow. (Li, 2019) The Federal Authority for identity and nationality (ICA) has also integrated the software system within the working framework of the organization to perform better and for the customers to have better experiences with the organization. This software integration methodology implementation has helped my organization to have optimum customer service and experience. It has made the staff performances better and watchable. The operations of the organization are easily monitored managed and controlled by the leadership through the software integration methodology. (studies) So, this implementation has also helped the Federal authority for identity and nationality (ICA) to facilitate the changes in the working framework and strategies of the organization.
4.4. Training programs:
The process of making the changes in the working strategies of an organization need it to make the workforce of the organization to get the knowledge and training of the reasons, implementation and benefits of these changes. So the training of the workforce is a necessary methodological implementation in facilitating the changes in the organization. The traditional learning and e-learning both are part of the training programs in a government organization. (Norman, 2019) The Federal Authority for identity and nationality (ICA) has conducted many training programs for the workforce of the organization. And these programs include the details of all the aspect of planning, working, implementation and desired outcomes of the changes by the organization. So, the workforce can understand and perform to have all the goals and objectives in the best possible way. And these programs had provided the knowledge, guidance and confidence to the people to give their best and facilitate the changes in a better way.
4.5. Accuracy through automation:
The latest technology inputs were used by the organization on the implementation and working level to get the services done in the best way. As the automation through the computerizes data managing technique has able to make humans avoid human-based errors and the latest computers and machines are working for humans to perform with the best technology and software. This electronic tool incorporation in the Federal authority for identity and nationality has made the organization to resolve and improve the performance issue of the organization. So, this methodology of implementation has made the organization also to facilitate the changes in the best way possible. The automation has also made the auditory role of the leadership easy and has come with the evolutionary effects in the working of an organization. (Moffitt, 2018) So this automation has a lot more benefits than to obtain the accuracy in the processes of the organization.
4.6. Safety of data through technical development:
The most important thing in granting the identity card and different permission to the citizens and non-citizens of the UAE id the dealing of the organization with the personal data of the people. And as a national institute of UAE, it is necessary to maintain all the safety and security measure for the data storage and its maintenance. And this requires a methodological implementation and set up the bars so that no one can breach the security of the organization. This methodology was well implemented by the Federal authority for identity and nationality (ICA) to make the data and processing safe and secure. And this has worked very well to facilitate the organization with the goals of the new changes made.
5. Evaluation of what worked and what did not
Different points are unique and worked well for the organization and the things that did not work for this organization are not so many. But both these points are discussed in the below paragraphs.
5.1. What has worked for the organization?
The organization has been performing very well and some important factors have made the work and perform better and have worked for the organization. I have shortlisted some major points that have contributed a lot to the organization’s better performance. These points are enlisted below.
5.1.1. Adaptive leadership:
The leadership of the Federal authority for identity and nationality (ICA) has always been very innovative and creative and they have adapted the new and up to date strategies for planning and working. The new and changed methodologies had been implemented over time. This has worked for the organization to prosper and become innovative as well as a developed organization.
5.1.2. Technical development:
The organization is equipped with the latest technology for automation and software integration. This has worked for the organization in different areas and sectors of the Federal authority for identity and nationality (ICA). The organization has, therefore, more accuracy in their work and the services are also timely and speedy. The customers are always happy from the working of the organization. The technological development has also made the organization to have audits and performance check by the leadership. And the organization has safe and secure data and services through this approach.
5.1.3. Innovative planning, working and problem-solving approach
With the world progressing in different ways and areas, the problems and issues faced by the organization have also been changed. So the approaches in planning, working and implementing strategies need to be innovative and unique to deal with all the challenges and problems in the best way. And the Federal authority for identity and nationality (ICA) has been doing in the best way. The innovative and creative approach has worked for the organization to cope up with all the challenges and modern needs of working.
All these points have worked combine to contribute to the success of the organization.
5.2. What has not worked for the organization?
There is not a prominent thing that can be counted as not worked for the organization. As the organization is adopting every new approach to perform well and be innovative. But what I think did not affect the organization is the checking of staff productivity and performance reports by the leadership through software integration. Although it has benefit to some extent but cannot make the assessment procedure to be wholly dependent on this system. As the personal visits by the authority and leadership affect the audits and performance and should be made the part of the performance checking and evaluation.
6. Summary and conclusion
The organization of the Federal authority for identity and nationality (ICA) is a United Arab Emirates government-owned organization. And work for the public to provide the citizens with the identity card and passport and to allow permission for outsiders to come and reside in the UAE. This organization is working since 2004 and had made many changes in the work frame and strategies of service providence.
The organization had always an innovative approach in the idea, planning. Strategy making and implementations. The creative and innovative ideas made the organization to incorporate the technically developed setup and instruments for the working of the organization at its best. The strategies also made the organization to have better performance. Therefore, the organization has integrated software systems in the different working area.
And the customer service of the organization is providing latest and effort-free experiences. This is the reason why the customers are so happy with the organization. As I see the reviews of many people on the social media about the services of the Federal authority for identity and nationality (ICA), the people have shown their satisfaction and happy experience with the organizational services.
The service charges for the organization to the public have been decreased a lot with innovative ideas and technology. Similarly, the time consumption for the card and permission grant has reduced and this has facilitated the people to get a rapid response from the organization.
As customer happiness is the main goal of the organization so it is working in every field to make the customers happy with the best services through innovation and creativeness. This is why our organization has been awarded this year with two silver awards for the innovations in government services and technology development from the Middle East Stevie Awards.
The automation and software integration has also had a lot impact on organizational performance as it has made the labour work for humans easier and has sped up the working performance. This has made the organization to achieve accuracy in the services for the people.
The data of the government and public of the UAE is very important for the organization. And the safety and security of this data is an important objective for the organization. The safety and security management through the software and technological development integration has made the data about the citizen and government in the safe hands.
And the organization has taken every parameter to avoid any cyber hacking or loss issue. So this has made the organization reliable and safe and people have more in the organization. And also the organization could work better knowing all the data and processes are safe and secure. This important issue is mainly maintained through a good and innovative leadership style that can implement the process to the overall organization
The leadership has a very important role to play in any organization. And the Federal authority for identity and nationality (ICA) is blessed with great potential leadership. Therefore, the company has been able to perform this well. The innovative and creative ideas implementation on time by the leadership has made the organization to be able to up to date to any of the latest and technically developed organization. The leadership has faced every challenged faced by the organization with the best approach and thus be able to solve the problems and issues of the organization with creative and innovative strategic plans and ideas,
7. Recommendations with evidence
The working of the organization of the Federal authority for identity and nationality (ICA), as viewed above in detail, has adopted and implemented most of the points in planning to work and implementing strategies. The basic and important areas and working methodologies are implemented with the latest technology and processes. The points that the organization can think of to work more to have better performance in my view are enlisted below.
- The organization of the Federal authority for identity and nationality (ICA) is in most cases operated through the upper leadership and government-related people. In my idea, the workforce at each level should be involved in different process of the organization at some level. As this involvement of the employees will give them a feeling of the part of the organization and then they would be more motivated to work for the organization. This involvement gives the feeling of responsibility to the employees and boosts their morale to perform well. I will support my suggestion with an example of the banking sector of Nigeria, where the study was conducted to see what impact the employee participation in decision making will make on the performance of the organization and the employees. The top-level, middle level and low-level employee participation were noted in this study. And it showed that the participation of employees in decision making increased their motivation and morale for work. And the incorporation of their suggestion and ideas improve the quality and productivity of the organization. This also leads to the increased performance of the organization and the compliance of the employees. (Daniel, 2019)
- The other point could be the increased communication and interaction level between the leadership and the sub-ordinates. As more the leadership and subordinates communicate and interact more friendly the working environment will become. All employees will feel more confident and motivated to share their ideas and suggestions with the leadership. Also, this would avoid any misunderstanding and misconception between both. And the leadership will be able to communicate and transfer the information more effectively and the employees will understand it more efficiently. To this recommendation, I will take the support of the case study conducted by the Walden University on the business leaders in Jackson, Mississippi. The study proved to show the success of the organization through employee engagement and increased communication between the leadership and subordinates. It makes the performance on the individual and organizational level better through the bond making between the leaders and employees. (Osborne, 2017)
- Reward and recognition policy for the workforce should also be incorporated more to get make the employees work best for the organization. Everyone wants to get some extra benefit in terms of recognition or reward. And the recognition and reward will produce the feeling of completion among the employees to work better than the other to win the award. This can be shown through the reference to Mahindra Mahindra group of companies in India. It shows that many of the employees were motivated through this strategy and it counted significant in motivating the employees for better performance. (Salunke, 2020)
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