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The Definition of Key Terms

​​​​The following list briefly explains the meanings of the terms and vocabulary used in Sheikh Saqr Program for Government Excellence criterions, and they are arranged alphabetically.

Term Definition​​​
Creativity An unusual outstanding achievement aims to develop / improve products, services or processes through the adoption of an idea or a project or technique that is considered new in itself or new in its applications, and by which the institution achieves leadership and precedence.
Performance Achievements and the final results achieved by individuals or work groups or organizational units or government institutions.
Change Management The process of coordination, delivery and monitoring of the change in regulations and practices in the institution.
Operations Management The methodology followed in the design, implementation and control of the processes related to completing tasks, activities and services of the government institution.
Resources Management The methodology used in the planning, organization, control, direct and secure all available resources whether financial, property, human, and information in order to attain the goals of the government institution.
Work Guides A set of documents (guidelines) which guide the staff in the performance of their tasks and they include policies and procedures.
Accessibility Ease of access to the location of the institution and relevant information about it, and its staff and officials.
Productivity Rate / percentage of accomplishment per one unit of resource or production element during a specific period of time.
Work Systems The set of laws, regulations, decisions, orders and documented instructions and policies that define the procedures, criterions, and steps to be taken towards a certain task.
Goals Future status or desired level of performance. Goals can be short or long-term, and they help determine the extent of the institution's success, and promote team spirit through unity of purpose.
Strategies Executive steps and clear means used to guide the government institution to achieve the desired level, and they are the methods used to bridge the performance gaps between the current and the future or ideal status.
Financial consequences of projects Study and analysis of the financial influences that result from the establishment or launch of new projects, and usually this study balances between more than one provided alternative or offer.
Data The raw material of numbers or letters or symbols or facts that describe a topic or an idea or a situation.
Continuous Improvement Management approach to achieve excellence by continuing to enter partial or small adjustments to processes and performance standards to improve them to the best levels.
Analyzing Checking the facts and data that is collected within the institution in order to make rational and effective decisions, which include the study of relationships and knowledge of the causes, and the analyzing process also provides guidance to the administration in order to achieve the best results.
Strategic Planning A systematic process to ensure visualizing of a desired future for the government institution by defining vision, mission and strategies and specific goals and ways to achieve them from the current status.
Development The introduction of what it takes to respond to new requirements or the introduction of basic improvements to the existing status.
Job grievance Complaints / Notes submitted by the employee and are usually on the actions taken against them or because of lack of fairness or unfairness due to applicable laws and regulations or practices.
Institutional Learning The collection of information and acquisition of knowledge and application of practices based on to these information and knowledge that lead to improvement or change for the better. This includes benchmarking, reviewing and internal and external evaluation, study of best practices and review of best experiences.
Modern Techniques Practical applications resulting from research in different fields, and includes methods, tools, machinery, advanced equipment that help the government institution accomplish tasks in an effective and efficient manner.
Self-assessment A series of periodic and planned reviews of practices, processes and results carried out by government institutions in the emirate, based on the Outstanding Government Department category in Sheikh Saqr Program for Government Excellence, and based on them an integrated plan for the development and improvement is prepared and implemented. 
Empowerment Giving employees the authorities and responsibilities to make decisions related to the functions of their work and equip them with the skills and knowledge necessary to accomplish their work efficiently.
Excellence Positive uniqueness and distinction in the performance, practices, and services provided, which is an advanced stage of mastery of work and efficient and effective performance based on leading management concepts that include focusing on performance and results, customer service, effective leadership, and management of information and facts, and the development of processes and involvement of human resources, and continuous improvement and innovation, and building successful partnerships.
Increase revenue The possibility of providing additional sources of income or financial resources.
Competitiveness Factors that enable the national economy to achieve sustainable economic development and prosperity.
Documentation The collective processes of copying, analyzing, organizing, storing and retrieving of information or documents according to the needs of all concerned.
Institutional Culture Comprehensive and integrated range of values, ethics, rules and work practices prevailing in certain governmental institution.
Quality To meet the ever-changing needs of all groups concerned by offering a high-value service with an emphasis on commitment to customer satisfaction continuously.
Governance​ A system for control and guidance at the institutional level, which defines the rights, responsibilities, and relationships with all concerned groups in the institution, and explains the rules and procedures needed to make wise decisions regarding the work of the institution. It is a system that supports justice and institutional transparency, accountability and enhance confidence and credibility in the work environment.
E-government​​ Metaphor refers to the government institution's commitment to the accomplishment of its work, and making its contacts, and providing its services through the Internet or any other means of modern technology to ensure the reduce of reliance on manual performance and paperwork up to its minimum.
Action Plans Identify specific actions and activities to achieve the long-term and short-term strategic objectives, and the plan includes the details of the available resources and the timetable for the implementation of the projects.
Government institution Entity with a legal and corporate personality with limited specializations and activities of a service nature, and it could be a ministry, department, agency, institution, council or Institute, and it could follow the Federal Government or the Government of Ras Al Khaimah.
Work Rotation The extent of staff change in the institution, and it can be determined by dividing the number of employees who leave the institution by the total number of employees during a specific period of time.
Inventory turnover Index to measure selling speed of stored materials.
Institution's Vision A phrase represents a vision of the future and shows the ambition of the government institution and what it seeks to be in future.
Institution's Mission A statement drafted to cover the basic purpose for which the government institution was established to achieve, and what all concerned parties except form it, and the mission describes the overall work of the institution, and it is appropriate for it to be concise, clear and easy to remember.
Policies Represent main rules and general orientation of the government institution, and determine the policies and general path that directs officials thoughts during the decision-making process in the various aspects of the work in the government institution.

Relation between two parties that provides added value to customers, and the institution needs to build internal and external partnerships in order to achieve the planned objectives, which include:

Internal partnerships: Includes a network of internal relations in the institution between different departments to ensure flexibility and speed of response and the exchange of information and experiences and continuous improvement.

External partnerships: Includes customers, suppliers and educational bodies and other governmental institutions and legislative authorities and community groups who have a direct relationship to the work of the institution, and these partnerships may be the basis for the services improvement and development processes in the institution through utilization of abilities and diverse skills of partners.

Transparency Providing all concerned parties adequate opportunities to see and learn about the information and relevant decisions taken, including the justifications of making them, and those responsible for them and their consequences.
Complains Any contact from the client (written or oral) expressing his dissatisfaction with the product or service provided to him, or his dissatisfaction with its type or method of provision or all that has to do with it.
Processes A series of procedures and steps with determined input from  various resources (financial, human) that ensure the provision of a service or product, or the completion of a particular job.
Main Processes Processes through which tasks, activities and services are accomplished, and which are the most important and influential on the results and the work of the government institution.
Effectiveness The degree of comparison between the achievement and performance and the goals set during a specific period of time, and effectiveness is measured by the extent of achieving these goals.
Leadership The supreme body responsible for directing the government institution and its policies in general, and the leading of its human resources towards achieving its vision and mission, and includes the Director General and his deputies and assistants, and directors of organizational units and other supervisors who hold leadership responsibilities.
Institution's Values The general principle and the actions and behavior of the government institution's employees, and the prevailing beliefs between them, upon which business relations are based, and they reflect and reinforce a certain institutional culture.
Value Realizing what the service or process deserve of efforts or paid fees.
Efficiency Rate of planned resources compared to the resources actually used in achieving a desired accomplishment or performance level during a certain period of time.
Customers All persons who contact or directly deal with the government institution to receive a service or product.

Social Responsibility


The institution's provision of initiatives and projects confirm the commitment of the institution to the service and development of community, and activate its role to contribute more in the provision of favorable conditions of human, economic, social, scientific and environmental development, and to support industrial and commercial, tourism and health sectors etc.,  beyond the scope of the main and direct tasks and responsibilities of the institution.
Knowledge Information that leads to a particular action or task.
Information Data that has been organized, processed and analyzed to achieve a particular goal or for a specific use or has been interpreted in a certain structural framework that ensures effective decision-making.
Concerned / Concerned groups All those who benefit from the government institution's services or are affected by the outputs and outcomes of their work, or deal with them to receive the service or product from them, or to provide a service or product to them, and they include categories of (public sector, private sector, business community, shareholders, customers, suppliers, partners, the community, the public, human resources working in the institution).
Benchmarking Comparison with distinct institutions in specific areas to identify the best practices at the local, regional or international level in the same scope of work or outside it, in order to benefit and learn from them.
Performance Measures Quantity or quality information that describe the output and performance of processes in the institution.
Institution's properties All the government institution owned movable and immovable funds, which can include lands, real estates, technologies, equipment and machinery, utilities, inventory and assets of various types.
Methodology Documented method identifies a specific way to work, and ensure harmony and consistency in how to do the job or task.
Adaptability The consistency of plans, processes, information, decisions and resources in order to achieve the objectives of the institution, and adaptability  requires a general understanding of the common goals of the institution, and the use of special measures and available information in the planning, monitoring and analyzing, then development across the institution, and its  organizational units and operations.
Human Resources All individuals working in a government institution whose work and efforts can be used in the production projects and service. It includes individuals appointed in accordance with the civil service system in the Emirate of Ras Al Khaimah, or in accordance with the contract or daily wages system, whether they are working with full-time or part-time or temporary work contracts.
Organizational units Refer to the departments or sections or sub-sections based on the organizational structure of the institution.​​​

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