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Speaker detail

  • Dr. Wafa Abu Snaineh
  • The Special Advisor of Dubai the Model Centre
  • The Executive Council, Government of Dubai, United Arab Emirates

Dr. Wafa’ is a strategist and an innovator in the area of public sector transformation and innovation. Snaineh played a leading role in the establishment of Dubai the Model Centre, the Emirate’s first central body for public service transformation. She is also the lead author of Dubai Model for government services, an internationally recognized framework and a pioneering model for public sector transformation. Dr. Wafa played a key role in developing Hamdan Bin Mohammed Program for Smart Government, and in the development and launch of the Dubai Public Voting, a worldwide leader in public perception measurement. She is the architect of City Makers, a recently launched initiative to co-create and co-deliver shared services. She is a special advisor to the Executive Council, The Cabinet of Government of Dubai. In addition, Dr. Wafa is helping several governments in the region to help lead their public service transformation efforts, including the Government of Ajman, through the development of the Digital Transformation Master plan, the Kingdom of Saudi Arabia through the development of the Service Centres’ Assessment criteria and systems, and the development of the Service Transformation Model for the Public Services in the City, the Government of Oman, through devising the main strategic statements of the entire government machinery. Snaineh has helped establish the first online accredited academic institution in the Arab World, and co-authored the first quality standards for online academic institutions. Snaineh is the founder of XQual, a pioneering and internationally tested methodology for the emotional measurement of customer perception.

Dr. Wafa’ has a first degree in Industrial Engineering from the University of Jordan, an MSc. in Performance and Quality Management from the University of Bradford and a PhD in management studies from the University of Bradford, UK. Dr. Wafa’ speaks frequently on a range of public transformation, innovation and customer experience topics, and she has performed several strategic and research projects in the private, public and non-profit organizations. Her work spans over different geographical areas in the middle east and internationally including USA, Canada, UK, Singapore, Malaysia, UAE, KSA, Bahrain, Oman and Jordan. She serves currently on the board of the Industrial Engineering Department of Rochester Institute of Technology in Dubai.

Dr. Wafa’ is a devoted researcher; she is the author of numerous papers and books’ chapters in public sector transformation, innovation in the public sector, customer experience management, effectiveness systems and is now writing her first book. Some of Dr. Snaineh’s current clients include the Dubai Executive Council, Ajman Executive Council, Telecommunications Regulatory Authority, Ajman Municipality in UAE, Saudi Standards, Metrology and Quality Authority, High Commission for the Development of Riyadh in KSA. Some of Snaineh’s current and past affiliations include Dubai the Model Centre, Hamdan Bin Mohammed Program for Smart Government, The Executive Council of the Government of Dubai, Hamdan Bin Mohammed Smart University (Previously e-TQM College), Mohammed Bin Rashid School of Government, Dubai Quality Group, European Centre for Total Quality Management, University of Bradford, European Centre for Best Practice Management, University of Wollongong, Industrial Engineering Department, University of Jordan, Industrial Engineering Department, Rochester Institute of Technology.