The Institutional Development, Excellence, and Knowledge Management Unit was established at the Ministry of Digital Economy and Entrepreneurship to enhance the efficiency and effectiveness of work and improve the Ministry’s organizational performance. This is achieved by aligning executive work plans with the Ministry’s strategic plans and monitoring their implementation through standards and KPIs to measure progress and achievement. The unit provides the necessary support to enable decision-makers to make informed decisions.

On the other hand, the unit’s staff is responsible for documenting, developing, and updating work procedures on an ongoing basis, conducting internal audits, issuing necessary corrective actions, following up on their implementation as required, and monitoring and analyzing performance indicators to ensure continuous development and improvement in the Ministry’s operations.

The unit’s staff also manages the Ministry’s participation in the Excellence Awards, starting with studying the awards’ requirements and working to fulfill them, all the way to preparing and submitting the necessary participation reports. After the evaluation report is issued, the staff prepares and implements detailed improvement plans to ensure continuous improvement and achieve better results in future rounds.

Unit objectives:

• Improving the Ministry’s organizational performance by aligning executive work plans with its strategic plans, monitoring their implementation, and applying the necessary mechanisms and methodologies.
• Enhancing the Ministry’s efficiency and effectiveness in carrying out its tasks and delivering services by developing the organizational structure, refining operations and services, and continuously documenting, evaluating, developing, and updating work procedures.
• Using excellence standards to improve and develop the Ministry’s capabilities and outcomes to enhance its performance in the King Abdullah II Center for Excellence (KACE) Awards.

Unit Divisions:

Monitoring and Evaluation Division (M&E):

Contributing to the Preparation of the Ministry’s Strategic Plan

The Ministry’s Planning, Coordination, and Follow-up Committee prepares the strategic plan under the supervision of the Director of the Institutional Development, Excellence, and Knowledge Management Unit, where the Ministry’s vision, mission, and strategic objectives are defined.

Contributing to Preparing Annual Plans for Organizational Units in the Ministry

The Monitoring and Evaluation Division contributes to preparing the annual plans for the Ministry’s organizational units, reviewing them to ensure alignment with strategic and operational objectives, available financial allocations, and the absence of conflict or contradiction between various activities, projects, and programs. This is done in coordination with the relevant organizational units in the Ministry.

Preparing Performance-Monitoring Plans for Organizational Units in the Ministry and Preparing Progress and Achievement Reports

The division staff is responsible for regularly monitoring the progress and achievements in implementing the strategic and executive work plans. They produce reports detailing the progress and achievement rates for each organizational unit in the Ministry. These reports also highlight any deviations from the planned targets, providing a detailed explanation of the reasons behind these deviations.

Additionally, the reports summarize the expenditure rates related to the general budget, which are submitted to top management for review and for issuing instructions to address deviations and implement corrective actions as needed.

Furthermore, the division staff serves as representatives of the Ministry and liaison officers with all relevant entities involved in monitoring the plans and expenditures, ensuring that necessary reports are provided to track performance and projects aligned with national plans and government priorities.

Identifying and assessing potential risks at both the strategic and operational levels and their impact on the ministry's systems and performance

The division is responsible for identifying risks at both the strategic and operational levels, assessing their impact and likelihood of occurrence, and developing response plans for monitoring. The goal is to transform these risks into opportunities and/or minimize their negative impacts, ensuring the removal of obstacles to achieving strategic objectives and maintaining the efficient and effective execution of operations and services under various conditions.

This process involves identifying risks, assessing their level, determining the necessary actions and responsibilities to control and monitor these risks, and evaluating and adjusting the actions and plans taken for risk management within specific timeframes.

Identifying the ministry's partners and evaluate their performance in coordination with the organizational units in the ministry

The division staff annually manages strategic and decision-making partners by identifying the strategic partners for projects and initiatives, defining the role of each partner based on the scope of work, and determining the entities involved in their implementation. The Planning, Coordination, and Follow-up Committee in the Ministry identifies the decision-making partners.

The division staff also coordinates with the organizational units within the Ministry to evaluate each partner based on the tasks they are expected to accomplish, which were previously defined. The evaluations are analyzed, and the achievement rate of the partners is calculated based on their tasks. A list of partners with a rating below 80% is compiled, and the reasons for their low ratings are identified and submitted to top management.

Operations and Total Quality Management Division:

The Operations and Total Quality Management Division aims to ensure the continuous implementation, development, and improvement of the Quality Management System, as well as to achieve a high level of performance in internal processes and procedures. This is accomplished through the following tasks:

Documenting processes (procedures, internal policies, methodologies, work instructions)

The first version of the Ministry's Quality Management System (QMS) was developed and released in 2005. The work procedures, methodologies, internal policies, and forms are continuously reviewed and updated according to the ministry’s operational requirements and any relevant external requirements.

All of the ministry's core and supporting internal processes are documented through work procedures, policies, methodologies, work instructions, and related documents, in compliance with the applicable laws and regulations, as well as the requirements of the international standard ISO 9001:2015. In 2023, the ministry received accreditation for the ISO 9001:2015 Quality Management System certification.

 Internal audit

The Quality Management System is monitored and overseen to ensure the effective and accurate implementation of procedures through regular internal audits conducted by an independent and trained audit team, under the supervision and participation of the Operations and Total Quality Management Division. The results of these audits are documented in periodic reports, and necessary corrective actions are implemented and followed up on according to established procedures, with the goal of continuous improvement and development of the system.

Monitoring and analyzing performance indicators of processes

The efficiency and effectiveness of the ministry's processes in achieving its objectives are monitored through the establishment of performance indicators (measuring both efficiency and effectiveness) for core and supporting processes. These performance indicators are clearly defined, understandable, measurable, and linked to targeted values while aligning with best practices.

Performance indicators are key tools the ministry uses to measure progress toward its goals and the execution of processes at the required performance level. They are periodically calculated, analyzed, and reported with recommendations to address any identified deviations, which are then discussed with relevant stakeholders to ensure continuous improvement.

Continuous improvement of processes

To improve the efficiency and quality of processes within the ministry, a documented methodology for continuous improvement is followed. The processes to be improved and/or simplified are identified using scientific methodologies and/or the results of performance measurement and monitoring. These processes are then analyzed to identify weaknesses and inefficiencies in their implementation, with the participation of all responsible parties. Necessary changes are made, approved by top management, and disseminated to relevant internal stakeholders as needed for proper implementation. The impact of the improvement and/or simplification process is measured after a predetermined period to assess the results and ensure a positive impact on process performance.

Measuring stakeholder satisfaction

Stakeholder satisfaction is measured, and their needs and expectations are assessed through surveys targeting various groups, including partners from the public and private sectors, as well as suppliers, depending on the nature of their cooperation with the ministry.

Employee satisfaction regarding the efficiency and effectiveness of the Quality Management System and the division’s tasks is also measured periodically. The goal is to improve satisfaction levels, identify strengths to enhance, and pinpoint opportunities for improvement to address and continuously enhance them, ultimately meeting their requirements and expectations.

Managing and following up on complaints

Complaints, feedback, and inquiries from stakeholders are managed and followed up through the internal complaints management system, which operates based on several criteria, including objectivity, responsiveness, transparency, confidentiality, a focus on service recipients and partners, and the principle of continuous improvement. Additionally, all complaints and inquiries within the ministry's scope of work, received through the 'Bikhidmitkum' government platform launched by the Prime Minister's Office in 2018, are also tracked and addressed.

Periodic management review

To enhance strengths, address areas for improvement, and ensure the continued suitability, efficiency, and effectiveness of the Quality Management System within the ministry for institutional performance development, an annual meeting is held with top management and department heads to review the summary results of the Quality Management System for the entire year. This meeting ensures the system’s effectiveness and alignment with the ministry's strategic direction. It also evaluates opportunities for continuous improvement and development by discussing changes in internal and external factors, system performance and effectiveness, resource adequacy, improvement opportunities, and the effectiveness of actions taken to address risks and opportunities, along with other relevant topics.

Knowledge Management & Excellence Division:

Analyzing the requirements of KACE Awards

The Knowledge Management & Excellence Division analyzes the requirements of the KACE awards and works to fulfill them by preparing detailed work plans and monitoring their implementation across various organizational units. The division also prepares and submits all required participation reports.

Preparing detailed improvement plans

Based on the Ministry’s evaluation report, which highlights its main strengths and areas for improvement, the Knowledge Management & Excellence Division prepares detailed cross-functional improvement plans with the relevant parties and monitors their implementation to enhance performance in the next round of the KACE Awards.

The KACE Awards include the King Abdullah II Award for Excellence in Government Performance and Transparency, the Distinguished Government Employee (Leader, Administrator, Supporter), and the Distinguished Change Team Award.