Company: General Administration of Customs
Company Description: The General Administration of Customs is considered one of the first government entities in Abu Dhabi to ensure the security and integrity of the country’s borders. As such, it is responsible for all customs trade-related activities to meet international standards and best practices.
Nomination Category: Human Resources Categories
Nomination Sub Category: Human Resources Department of the Year
 Nomination Title: Innovative Digital HR Transformation
- Which will you submit for this nomination, a video of up to five (5) minutes in length or a written essay of up to 650 words? Choose one:
Essay of up to 650 words
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video:
- Comprehensive document of projects (attachment)
- Learning Management System OLM / Digitized SCORM-based courses
- Automated Training Needs and spider-net
- SIMFOX (attachment)
- Virtual Reality Video (attachment)
- Innovations centers
- Talent management platform
- Customs Challenge game
- ARIS platform
- List of HR Recognitions (attachment)
- List of conferences (attachment)
- List of Articles (attachment)
- ROI of achievements (attachment)
- Psychometric assessment sample (attachment)
- If you are providing a written essay for this nomination, submit in this space an essay of up to 650 words describing the nominee's accomplishments since 1 January 2021:
Total 650 words used.
Human Capital began a transformation strategy establishing innovative development programs to enhance performance standards through innovative approaches focusing on new technological solutions for Abu Dhabi Customs. Accordingly, a solid infrastructure required a transformation in HC methodology, creating modern & mature approaches to define performance expectations, upscale human performance, and improve consistency in developing talents and expertise to drive the change. Resulting in well-defined processes, full automation, integration, and analytics.
ADCA has successful innovative projects done in full incorporation of technology:
- Introduced new infrastructure of an updated organization chart and a new Human Capital strategy based on systematic manpower planning and international best practices.
- Developed an extensive competency dictionary across all four sectors, a total of 167 competencies on a system based on AI (cooperation with PWC), embedding it with job descriptions and job evaluations.
- SMART objectives are based on a cascade-down organization strategy (BSC) to serve development.
- Wireless attendance system through a mobile application with face ID, using geofencing technology.
- Introduced digital Assistance and Mobile Application on Cloud support, which facilitated all requirements, providing a Self-Service Portal and a user-friendly database.
- Established a ticket System to fulfill employees’ requests and organize their requirements across the system.
- Provided time measure per process and request completed, to assess satisfaction of the services provided.
- Fully automated payroll using the Cloud application and RPA (robotic process automation) to enhance the employees’ experience.
- Introduced a fully automated TNA cycle, a combination of 40% from competency-based appraisal, 40% from competency-based assessment, and 20% from competency-based training, feeding a competency profile of the job that is in the spider net chart, and offering a full learning cycle.
- Centralizing training needs by linking all the HR systems together under one umbrella: “Oracle” between HCM Cloud and OLM; so full integration between all the training cycle phases is done seamlessly and smoothly.
- Launching Learning Management System OLM Cloud that updates itself every 3 months to be aligned with best practices as approximately 50,000 entities are on Cloud.
- Digitized SCORM-based courses, allowing employees to take the courses needed, assess themselves, print their certificates of achievement, and store their achievements in their profiles and records.
- Implementing full system in training simulation for customs purposes: SIMFOX systems that simulate XRAY screening process and practice for inspectors.
- Launching a Virtual Reality Academy, simulating real work environment of the inspection sector, Human Resources, Facilities, Project Management, and Customer Happiness departments assessing the interaction level of employees.
- Creating unique three Hologram classes in three geographic locations for Training Purposes solution at the same time, which is the second in the world after Canadian university and the first in the middle east, to implement such a technique. Achieving an academy with high-technology modern training tools, which saved travel time of 2 to 3 hours back and forth to the office, saving an overall 25% of daily time, and allowing integration into Metaverse.
- Created a talent management platform based on AI and ML that combines modules of goal management, performance management, career development, talent review, profile management, learning management, succession planning, and Fusion Analytics Warehouse (FAW), all under a single window system.
- Introduced using Fusion Analytics Warehouse (FAW) technology on Cloud for the best use of a data-driven organization, providing executive management access to multi-data and analytics to support decision-making, and to employees’ user-friendly access to data under a single window system.
- Established a TO-BE plan outlining steps achieving the desired future state. Including changes in technology, processes, policies, or organizational structure, created through a process of analysis, design, and implementation.
- Digital Archiving system designed to store and manage data, records, documents, or other types of information for long-term preservation and retrieval, ensuring valuable information is preserved for future use, even as technology and storage media change over time.
- Processed reengineering to full automation on ARIS platform, to governance, enhance, and control all processes, providing continuous improvement of data analysis findings to enhance the employee experience.
- In bullet-list form (up to 150 words), a brief summary of up to ten (10) of the nominee's chief achievements since 1 January 2021:
Total 149 words used.
The Human Capital (HC) was deficient in several practices in critical areas such as Performance Management, Competency Development, Attendance & Payroll Management, Talent Acquisition, Employee Development, and Innovation. Addressing these gaps became a high priority, hence ADCA established a new direction to provide customs services across the UAE’s borders, using the latest cut-edge technologies that were in line with the World Customs Organization (WCO). Subsequently, 6 main pillars had been derived: Digital Transformation, Human Capital, Organizational Excellence, Revenue Management, Security, and Trade Facilitation.
HC established digital, innovative solutions to develop and upskill employees using modern approaches based on Artificial Intelligence (AI), Machine Learning (ML), Augmented Reality, Virtual Reality, and Cloud Applications. Accordingly, the HC team was granted 34 prestigious recognitions, including 18 Stevie International Awards and 7 ISO Certifications. Also, the HC participated in 25 International Conferences as guest speakers and published 50 articles in the field of HR.
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