The integration of artificial intelligence (AI) has emerged as a transformative force in the public sector, reshaping interactions between citizens and their governments. Across various touchpoints, from online information access to in-person services, AI enhances the citizen journey by analyzing data to deliver personalized services tailored to individual needs. AI-powered chatbots provide instant responses, while predictive analytics anticipate citizen preferences and streamline processes.

Moreover, AI drives digitalization efforts by automating routine tasks, facilitating data interoperability, and identifying patterns in citizen behavior. This paves the way for future readiness by enabling agile decision-making, proactive issue identification, and the adoption of innovative service delivery models. As a result, AI transforms governance frameworks, fosters data-driven decision-making, and enhances transparency and trust in government processes.

Global frontrunners in today’s dynamic landscape

The pursuit of strategic excellence in performance management continues to be a cornerstone for nations striving to deliver exceptional public services. Certain countries have emerged as frontrunners in this context, setting a high bar for strategic planning and execution. Most recently, Finland, Denmark, and Singapore, each representing diverse regions and cultures, have distinguished themselves as global leaders in government service provision, showcasing remarkable achievements across critical dimensions of public service performance.

AI-related initiatives

According to The KPI Institute’s (TKI) newest release, the 2023 Government Services Index, Finland, the ultimate global leader in public services provision, prioritizes citizen-centric design in online services, leveraging AI algorithms to personalize recommendations and enhance the user experience. Robust data security and privacy measures ensure that citizens’ personal information is handled securely, fostering trust in digital government initiatives. Through initiatives like the Place to Experiment and open government data policies, Finland promotes innovation and citizen engagement, contributing to continuous improvement in digital services and overall citizen experience.

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This excerpt is from the cover story of Performance Magazine Issue No. 30, 2024 – Government Edition titled “Lessons from global leaders: how AI is changing public service delivery.” Read the full article by downloading a free digital copy of the magazine via TKI Marketplace. You can also get your hands on the printed version by purchasing a copy on Amazon.

General Secretariat of Zakat, Tax and Customs Committees (GSTC) has achieved Maturity Level 4: Integrated, a recognition offered by the Global Performance Audit Unit (GPA Unit), following a comprehensive performance management system maturity assessment. This award is a mark of GSTC’s advancement in its strategy planning and performance measurement practices.

“Our collaboration with GSTC exemplifies our ongoing commitment to supporting organizations in realizing their full potential through thorough assessments and actionable insights. GSTC’s achievement reflects their dedication to enhancing strategy planning and performance measurement practices”, said Teodora Gorski, Managing Director MENA and Head of Consulting Services at The KPI Institute.

The findings of the GPA Unit’s maturity assessment underscore GSTC’s proficient alignment of strategic and operational goals and its strategic use of key performance indicators, which contribute significantly to effective decision-making and a solid performance management framework.

The GPA Unit’s service was conducted using its proprietary Performance Management System Maturity Model Framework. This involved a detailed evaluation of internal documents to confirm GSTC’s alignment with leading industry practices. The assessment process included evidence-based, perception-based, and interview-based evaluations.

Recently, GSTC has made significant strides in enhancing its operational efficiency and transparency. Notably, by mid-2024, it has successfully issued over 125,000 decisions, with more than 13,000 of these published on GSTC’s website for public access, reflecting its commitment to timely and effective dispute resolution. Moreover, GSTC implemented an e-linking agreement with the Public Prosecution, which has streamlined its processes and enhanced collaboration between agencies.

About GSTC

The General Secretariat of Zakat, Tax and Customs Committees (GSTC) is an independent entity dedicated to delivering comprehensive legal, technical, accounting, and administrative support to the Zakat, Tax, and Customs Committees. It plays a vital role in facilitating the efficient performance of the Committees’ responsibilities, ensuring compliance with regulations, and promoting transparency and accountability. GSTC is dedicated to fostering a transparent and efficient system that supports the Kingdom’s Vision 2030 objectives by promoting economic growth and ensuring effective enforcement of justice through a comprehensive series of development and operational projects.

As a pivotal entity in Saudi Arabia’s economic landscape, GSTC collaborates with various stakeholders to streamline processes, resolve disputes, and implement best practices in zakat, tax, and customs administration. By leveraging advanced technologies and innovative solutions, GSTC aims to enhance the efficiency and effectiveness of its operations, ensuring that all stakeholders benefit from a fair and equitable system. Since its inception, GSTC has played a crucial role in modernizing the regulatory framework and advancing a business-friendly environment.

For more information, visit the website at www.gstc.gov.sa.

About The KPI Institute and the GPA Unit

The KPI Institute (TKI) is a worldwide leader in performance management and KPIs training and certification. It operates research programs in 12 practice domains, disseminates industry insights through publications and knowledge platforms, and provides support in deploying those insights through training and advisory services.

The Global Performance Audit Unit (GPA Unit) is the strategy and performance audit division of The KPI Institute. Its purpose is to provide integrated strategy and performance assessment solutions through rigorous research, education and analysis.

Based on over 20 years of experience and a combination of academic and practitioner research in the field of strategy and performance, GPA Unit has developed a unique set of frameworks for assessing the maturity level of organizational performance management systems.

The concept and services of the GPA Unit are available worldwide, as it is supported by a dedicated online platform and a global network of collaborators, www.gpaunit.org

Contact details

For more information, please contact:

Adrian Brudan: General Manager EMEA, TKI

[email protected] | Contact Number: +40 721 233 084

The role of human resources (HR) extends far beyond traditional functions like recruitment and employee relations. Today’s HR professionals can influence organizational success through their evolving role in strategy and performance management.

HR has shifted from merely handling administrative tasks to leading workplace culture and engagement. A Forbes article highlights that the future of HR is defined by two main focus areas: enhancing the employee experience and driving innovation. Moreover, HR leaders are now integral to strategic business decisions, especially in addressing workplace trends, including artificial intelligence (AI) integration and addressing diversity, equity, and inclusion (DEI), and sustainability. 

HR can rely on key performance indicators (KPIs)  to ensure the effectiveness of their initiatives and processes. According to The KPI Institute’s State of Strategy Management Practice Global Report – 2023, organizations primarily use KPIs in two main areas: assessing employee performance and evaluating overall corporate performance. 

Integrating KPIs into employee evaluations helps set clear expectations, track progress, and provide feedback. Furthermore, using KPIs for corporate performance helps monitor progress toward strategic goals and drive organizational success. To guide HR leaders in selecting the most effective KPIs, The KPI Institute (TKI) has released the Top 25 Human Resources KPIs – 2024 Edition. This report series is designed to share TKI’s expertise in utilizing KPIs for performance measurement. Inside the report is a practical, step-by-step guide for improving performance, which highlights how KPIs can bring greater clarity, focus, and enhancement to any performance measurement process.

The 2024 edition of the Top 25 KPIs reports features a two-page KPI Documentation Form Template. The first page includes updated fields based on the latest research and analysis from TKI, and the second page provides essential guidance on KPI reporting. The 2024 edition features practical examples of KPI results and illustrative designs for scorecards and dashboards for each KPI featured in the report.

The Top 25 Human Resources KPIs consist of 17 functional areas with 61 main functions, including accounting, information technology, and supply chain, procurement, and distribution. It also compiles from 25 industries with 100 divisions such as transportation, government – state / federal, and healthcare. 

The KPIs in this report are distributed in six categories: Retention, Talent Development, Recruitment, Workforce, Absenteeism, and Compensation and Benefits. In this year’s report, % Employee turnover is highlighted as the leading KPI, which falls under Retention. It “measures the rate at which employees leave the organization in a given time period (e.g., month, quarter, year).” 

To gain deeper insights into the significance and function of % Employee turnover and to uncover the other top KPIs shaping the HR industry, explore the Top 25 Human Resources KPIs – 2024 Edition. The full report is now available for purchase in print on Amazon and for digital download from the TKI Marketplace.

With two decades of experience in advancing strategy and performance management, The KPI Institute remains dedicated to providing comprehensive performance solutions through meticulous research, educational programs, and advisory services. A strong testament to this commitment was the launch of the State of Strategy Management Practice Report in 2022, marking an important milestone in The KPI Institute’s journey as a research institute.

The State of Strategy Management Practice Report is an annual publication that compiles a thorough analysis of current trends, challenges, and innovations in strategy management. It consists of three main sections: Strategy Planning, Strategy Measurement, and Strategy Execution. Each section includes segments such as general practices, strategy review, key performance indicators (KPI) deployment practices, strategy execution challenges, and project management practices. It also delivers guidance on best practices to refine strategy management and support organizations in adeptly handling emerging trends and disruptions.

The State of Strategy Management Practice Report aids organizations in adapting to a dynamic business environment. This report enables them to gain a comprehensive view of the field, recognize emerging trends and shifts, and refine their strategies for ongoing enhancement. To provide you with an overview, let’s explore a bit the findings from the previous edition of the State of Strategy Management Practice Report and the new features of the upcoming edition.

Insights from the previous report

Last year, The KPI Institute released three versions of the State of Strategy Management Practice Report: Global Report and Middle East Report in Arabic and English. In the State of Strategy Management Practice – 2023 Middle East Report, results revealed that most surveyed professionals view strategy formulation as systematic and organized, with 47% employing specialized methodologies. Conversely, 38% reported using no particular methodology, suggesting a more flexible approach. Additionally, 15% indicated that their process is informal, which is noteworthy. While such an approach can offer flexibility, it is essential to acknowledge the potential risks and challenges of lacking a defined framework.

Moreover, in the Strategy Measurement section, 22% of respondents indicated that their organizations do not have a formal performance management system (PMS). The lack of a PMS presents various challenges. It hinders strategy execution and restricts the organization’s capacity to adapt to changes and seize opportunities. This issue is further reflected in the Strategy Execution section, where 57% of professionals admitted being aware of instances where their organization’s strategy had failed.

What’s new in the 2024 edition?

Considering the concerns identified in the previous State of Strategy Management Practice Report, it is essential to recognize that strategy management practices must evolve to meet organizational needs and adapt to the external environment. To assess whether improvements have been made and if organizations in the Middle East have advanced their strategy management practices, The KPI Institute conducted another study this year. With an expanded focus on the Middle East and North Africa (MENA), the findings will be presented in the State of Strategy Management Practices – 2024 MENA Region Report. 

The report includes data from more than 90 organizations and insights from leaders of leading companies. In addition to the three main sections and areas of interest, this edition has been further refined with a new feature called “Voices from the Field.” Aside from The KPI Institute group of experts, a consultant from a management consulting company was invited to share insights in the recommendation section of the State of Strategy Management Practice – 2024 MENA Region Report.

To know more about the report and its new key features, sign up now for our newsletter and follow us on LinkedIn where we post updates and unveil everything about the report up until the official launch on the 15th of October. 

Many companies use benchmarking to analyze their performance and measure it against their competitors’. This way, they can stay ahead of the curve, improve their products and services, and create the most desirable work environment for their employees.  

It’s quite likely that you are already familiar with your company’s processes, products, and services. But do you know those of your competitors—what makes them unique and how you can outperform them? 

The KPI Institute’s Certified Benchmarking Professional course will show you how to expertly explore your industry’s landscape.

Course overview

In the Certified Benchmarking Professional course, participants will learn how to integrate the benchmarking process and achieve results within their organization. Here are the course’s objectives:

• Associate benchmarking objectives with the organizational strategy
• Design a benchmarking plan for the organization
• Understand the fundamentals of benchmarking methodologies
• Assess performance gaps according to benchmarked data
• Select the relevant benchmarks and establish a monitoring process

Benefits

Benchmarking is a process that can improve any aspect of a business, from corporate strategy to one specific KPI, goal, or process. In today’s era of unbridled information, when the amount of data can create confusion, relevant  information is of the utmost importance. 

Participants will receive guidance and valuable international benchmarking expertise. After participating in the course, they will gain the following key learnings and other benefits:

• Improving the organizational processes through benchmarking best practices
• Linking benchmarked data to organizational strategy and performance objectives
• Setting up and applying a benchmarking plan to increase competitiveness for their respective organizations
• Acquiring strong competitive insights from benchmarking specialists’ experiences and best practice examples to suit the organization’s reality
• Obtaining 40 CPD credits to include in the CPD records for the professional body, institute, regulator or employer

Course structure and methodology

The course encompasses a three-stage educational process with an expected duration of 40 hours  broken down into:

1. Pre-course stage: This stage ensures a seamless transition into the training program. You will assess your current skills, engage with fellow participants through an interactive online forum, and lay the groundwork for a collaborative learning journey.
2. Core-course stage: You can choose between attending live online sessions or engaging in face-to-face interactions. You can expect an enjoyable experiential learning and a high level of interactivity as you complete your Individual Learning Maps and undertake the certification exam.
3. After-course stage: In this stage, you will be a part of thought-provoking forum discussions and explore additional readings. You will be able to develop an actionable plan tailored to your organization’s needs.

The course also provides participants with additional educational resources, such as Advanced Data Adjustment, Advanced Data Comparison Techniques, and The Benchmarking Infographic.

Course syllabus

The core course comprises nine learning modules:

1. Benchmarking Overview
2. Types of Benchmarking
3. Benchmarking Methodologies
4. Benchmarking Project Planning
5. Data Collection
6. Preparation for Data Analysis
7. Insights Generation
8. Improvement Process
9. Ethics in Benchmarking
   

Flexible learning options

Participants can learn from anywhere, and the course is frequently offered in several languages. In addition, learning materials can be accessed from anywhere, anytime. 

Certification and recognition

After completing the three stages of the course, participants will receive the following (soft copy):

• Certificate of Completion: after completing pre-course activities and passing the Certification Exam
• Certificate of Attendance: after taking part in the five-day live session course
• Certified Professional diploma: after completing all three stages of the learning experience (to be issued once the contractor has received the full payment)
• CPD Certificate of Attendance: once you have successfully obtained the Certified Professional Status

Benchmarking enables you to gain a reliable perspective for comparative analysis. Learn how to make smart comparisons for strategic decision-making by enrolling today! For more information, please click here.