A Hierarchical Graphical Model of Critical Success Factors for Implementing the UAE's Government Excellence

The study aims at identifying the key success factors of the government Excellence Model (GEM) that is implemented by the public sector of the United Arab Emirates (UAE). The GEM, specifically designed for public sector organizations, was launched by the UAE federal government in 2015 and was adopted by the Dubai Government Excellence Program in 2016. However, there are no studies made yet to identify its critical success factors (CSFs) to assure or augment its successful implementation. Hence, the objective of this study is to define and structure the CSFs that are affecting the implementation of the GEM. In this piece, 28 factors were identified through the literature and expert review from a UAE public sector organization. Interpretive structural modeling is used to understand the complex relationships and portray it in a simplified model. The result shows that “top management commitment” is a key success factor for implementing the GEM by the public sector. Sense of belonging and reputation have been found to be the ultimate factors resulting from the implementation of the GEM.