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Abena Dadze-Arthur

Made in the West, adapted by the East: Institutionalizing customer-centric public services in Abu Dhabi Government

Supervisors: John Raine and Philip Whiteman

Abena’s research seeks new insight into how institutions that were originally fashioned by the ‘West’ can be modified for, and embedded in, a non-Western polity that is underpinned by different cultural values, normative beliefs and political ideologies.

The study looks at the case of Abu Dhabi, one of the purest autocracies that still exist. In light of the ‘Arab Spring’, Abu Dhabi Government is on a journey to adapt the institution of quality public services that are built around the needs of service users or customers. The concept of customer-centric public services is an institution, which the ‘West’ developed, honed and coined as part of the New Public Management era. While Abu Dhabi Government is keen to institutionalize customer-centric public services both in the machinery and mentality of its government activities, it wants to do so without adopting some of the unwanted Western cultural, ideological and normative trimmings that come with it. The reality is, however, that no theory exists of how to selectively transform an institution that was originally fashioned by democratic ‘Western’ nations, and embed it in an ‘Eastern’ context with an authoritarian culture.

Drawing on anti-foundationalist notions of the ‘state as a cultural practice’ (Bevir & Rhodes, 2010), Abena’s research looks at how to capitalize on authoritarian governmental culture in order to import and adapt the Western-made institution of customer-centric public services. The study aims to gain insight into unpacking Western-centric institutions, and reassembling them with a view to achieving localized, non-Western brands of the same institution that are culturally, ideologically and normatively suited to the respective non-Western polity.

The study’s cross-disciplinary research approach combines neo-institutionalism and sensemaking as analytical frameworks, and employs QMethodology and Realist Evaluation as methodology.

Profile

After having worked for governments and think tanks in the UK, US, Europe and the Middle East for almost a decade, Abena is now undertaking her PhD in Government & Society at the University of Birmingham. Abena’s doctoral thesis seeks to develop a model that can support non-Western governments across the world in providing quality public services that are built around customer needs.

Before embarking on her PhD in 2010, Abena researched, developed and implemented government policy in Western and non-Western contexts. Abena’s most recent professional role was a position as an Advisor to the General Secretariat of the Executive Council in Abu Dhabi. Before that, Abena worked in the UK for organizations such as the National Consumer Council, the Centre for Economic and Social Inclusion, and the Social Justice Department at the University of Hull. The UK Parliamentary Under Secretary of State appointed Abena as the Specialist Panel Advisor to the Government on ‘Transforming Public Services around Citizens’ in the Beacon Excellency Awards 2008.

Abena’s work has always focused on ways in which governments can deliver improved outcomes for public service users while achieving a higher social return on investment. In particular, Abena is an expert on the political, social and financial imperative to public engagement and service quality, its relation to consumer-driven markets, and on harnessing the power of the public for service improvement and social innovation in government.

Qualifications

MSc Political Sociology - London School of Economics and Political Science, UK
BSc International Studies - Drexel University, USA
Abitur (International Baccalaureate) – Gutenberg Gymnasium, Germany
Level 4 Teaching Qualification (PTLLS) – East London College, UK
Project Manager Qualification (PRINCE) - London, UK
Certification Diploma on Balanced Scorecard - Abu Dhabi, UAE
Monitoring & Evaluation Certificate - World Bank, UAE

Research interests

Public Administration
Good Governance Models (non-Western)
Study of Subjectivity
Situated Agency and Sensemaking
Neo-institutionalism
Organizational Analysis
Anti-foundational theories (particularly Interpretivism)
Mixed Method Research

Teaching responsibilities

Public Management and Governance, University of Birmingham, 2011/12
Foundations of Politics, University of Birmingham, 2012/2013
Health’s role in social change, Masterclasses for CEOs, University of Leeds, 2008

Professional memberships

Political Studies Association
International Society for the Scientific Study of Intersubjectivity
American Society for Public Administration
Institute of Leadership and Management
Institute for Learning
Balanced Scorecard Practitioner Network
British Federation of Women Graduates
International Federation of University Women
University Women of Europe

Publications

Abena Dadze-Arthur (2012) ‘Reflective teaching in further and adult education’, Educational Research and Evaluation: An International Journal on Theory and Practice, Volume 8, Issue 8 [DOI: 10.1080/13803611.2012.718504]

Abena Dadze-Arthur (2008) 'Putting people into public services - better regulation and inspection', National Consumer Council

Abena Dadze-Arthur (2008) 'Engaging people in healthcare regulation - a route map for action', National Consumer Council

Phillip Cullum and Abena Dadze-Arthur (2007) 'Doesn't the consumer know best?' in David Walker (ed) 'Regulating right', Solace Foundation Imprint, The Guardian

Prof. Gary Craig, Abena Dadze-Arthur et. al. (2007) 'National Evaluation Report - Sure Start and Black and Minority Ethnic Populations', Department for Children Schools and Families, June 2007

Gary Craig, Abena Dadze-Arthur et.al. (2007), 'Building Capacity in Black and Minority Ethnic Organisations', Council for Ethnic Minority Voluntary Organisations (CEMVO)

Gary Craig, Abena Dadze-Arthur et a., (2005) 'Examining the inclusion of people with sensory disablities form black and minority groups in the labour market', Royal National Institute for the Blind

Abena Dadze-Arthur (2004) 'Endeavour Mainstreaming Report', Centre for Economic and Social Inclusion, funded by the European Social Fund under EQUAL 1A

Abena Dadze-Arthur (2004) ‘Three Menus –Yet no single recipe! Active Labour Market Policies in the UK, the Netherlands and Denmark’ in Working Brief, Issue 157, p.19-21

Abena Dadze-Arthur and Natalie Branosky (2004) ‘Improving Job Outcomes for Ethnic Minorities’ in Working Brief, Issue 154, p.10-13

Abena Dadze-Arthur (2004)‘New Deal for Disabled People’ and ‘Other Welfare to Work Initiatives’ in Somerville, W.and Bateman, N. (ed) The Disability & Carers Handbook p.159-169, p.205-222

Abena Dadze-Arthur (2003) ‘What Works With Offenders?’ in Working Brief, Issue 148, p.15-19