Title: Achieving excellence in business practices through artificial intelligence: a case study of the Dubai public sector

Authors: Mounir M. El Khatib; Gouher Ahmed

Addresses: Hamdan Bin Mohammed Smart University, Dubai Academic City, P.O. Box 71400, Dubai, UAE ' Skyline University College, University City of Sharjah, P.O. Box 1797, Sharjah, UAE

Abstract: Artificial intelligence (AI) is all over the globe seen as a means of smooth running of business and increasing operational efficiency and excellence of business organisations with least human interference. For example, robots may do better jobs and perform well than humans, and give better customer satisfaction. Government enterprises should also benefit from AI. Hence, this paper is an investigation of the impact of the recourse to AI or Intelligent machines on operational excellence in three public sector enterprises of the government of Dubai, namely, RTA, DEWA and DM in terms of costs, revenue, service delivery, grievance redressal, transaction time, and customer satisfaction. Significant improvements had come across in terms of all these operational excellence parameters in the sampled Dubai Government entities. Based on these results, extension of AI to all prime government organisations and services is suggested, through any employee re-allocation needed.

Keywords: artificial intelligence; business excellence; operational excellence; public administration; Dubai.

DOI: 10.1504/IJPSPM.2024.140550

International Journal of Public Sector Performance Management, 2024 Vol.14 No.2, pp.262 - 277

Received: 16 Oct 2019
Accepted: 09 Jan 2021

Published online: 23 Aug 2024 *

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