Anna Petrova

Customer Experience Officer

Ajman Municipality

0out of 100

Overall pre-score

Good

Eligibility screening

Seven hard rules — all must pass.

Eligible

7 of 7 checks passed

R1The nominee should hold a full-time employment contract; part-time or temporary contract holders are not eligible.
Holds a full-time contract.
Meets requirement
R2The nominee should not be seconded or assigned at the time of participation, and participation must fall within the scope of the employee's original position, whose duties they actually and continuously perform.
Not seconded or assigned; performs the original position.
Meets requirement
R3The nominee's official job title should correspond to the duties and responsibilities actually performed.
Official job title corresponds to actual duties.
Meets requirement
R4The nominee should have secured a rating of not less than 'very good' in the annual performance evaluation during the last two years of employment.
Last two annual ratings: very good, excellent.
Meets requirement
R5The nominee should have completed not less than two years of service with the authority.
4 year(s) of service with the authority.
Meets requirement
R6The nominee's employment file should be free from any disciplinary or penal sanctions during the past two years.
No disciplinary or penal sanctions in the past two years.
Meets requirement
R7The same employee may not be nominated for two consecutive cycles.
Not nominated in the previous cycle.
Meets requirement

Attachments

CX Satisfaction Survey.pdf
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Criterion detail

Criteria are weighted equally by default.

5 sub-criteria

1.1
Personal effort and exceptional achievements
Good59
Justification
Evidence maps to the “Good” band. The employee exerted significant efforts beyond expectations within the scope of their work, achieving tangible accomplishments that positively impacted their o…
Official rubric · Good
The employee exerted significant efforts beyond expectations within the scope of their work, achieving tangible accomplishments that positively impacted their organizational unit or the authority, and demonstrated a notable commitment to achieving outstanding results.
Evidence
Raised customer happiness from 82% to 96% across three service centers and reduced complaint resolution time by 40%.
Narrative
Introduced a same-day resolution track, trained 12 frontline staff, and improved first-contact resolution using a live data dashboard covering Arabic, English, Russian and Urdu support.
Narrative
1.2
Contribution to the strategic plan and alignment of achievements with individual and organizational objectives
Good64
Justification
Evidence maps to the “Good” band. The employee achieved accomplishments aligned with the individual objectives and the operational goals of the organizational unit, contributing to positive resu…
Official rubric · Good
The employee achieved accomplishments aligned with the individual objectives and the operational goals of the organizational unit, contributing to positive results that support strategic directions, with a clear impact on performance indicators.
Evidence
Raised customer happiness from 82% to 96% across three service centers and reduced complaint resolution time by 40%.
Narrative
Introduced a same-day resolution track, trained 12 frontline staff, and improved first-contact resolution using a live data dashboard covering Arabic, English, Russian and Urdu support.
Narrative
1.3
Speed and accuracy of performance and utilization of time and resources
Good55
Justification
Evidence maps to the “Good” band. The employee's achievements were characterized by speed and accuracy in carrying out tasks and achieving goals, and optimal use of available time and resources,…
Official rubric · Good
The employee's achievements were characterized by speed and accuracy in carrying out tasks and achieving goals, and optimal use of available time and resources, including technology, and is considered one of the best practices in this field on the local and regional level.
Evidence
Raised customer happiness from 82% to 96% across three service centers and reduced complaint resolution time by 40%.
Narrative
Introduced a same-day resolution track, trained 12 frontline staff, and improved first-contact resolution using a live data dashboard covering Arabic, English, Russian and Urdu support.
Narrative
1.4
Efficiency in dealing with professional challenges
Good60
Justification
Evidence maps to the “Good” band. The employee successfully faced many job challenges using effective management techniques, and demonstrated high flexibility in turning obstacles into opportuni…
Official rubric · Good
The employee successfully faced many job challenges using effective management techniques, and demonstrated high flexibility in turning obstacles into opportunities and tangible achievements.
Evidence
Raised customer happiness from 82% to 96% across three service centers and reduced complaint resolution time by 40%.
Narrative
Introduced a same-day resolution track, trained 12 frontline staff, and improved first-contact resolution using a live data dashboard covering Arabic, English, Russian and Urdu support.
Narrative
1.5
Risk and corporate change management
Good65
Justification
Evidence maps to the “Good” band. The employee led comprehensive risk management efforts, including identification, review, and integrated planning, and oversaw multiple change, modernization, a…
Official rubric · Good
The employee led comprehensive risk management efforts, including identification, review, and integrated planning, and oversaw multiple change, modernization, and continuous improvement initiatives using modern and advanced methodologies.
Evidence
Raised customer happiness from 82% to 96% across three service centers and reduced complaint resolution time by 40%.
Narrative
Introduced a same-day resolution track, trained 12 frontline staff, and improved first-contact resolution using a live data dashboard covering Arabic, English, Russian and Urdu support.
Narrative

Criterion profile

Score across all applicable criteria.

1Performance & Achievement61
2Continuous Learning56
3Positive & Influential Personality62
4Initiative & Entrepreneurial Awareness58
6Leadership Skills60

Nomination dossier

# Nomination Dossier — Anna Petrova

Authority: Ajman Municipality · Category: Supervisory Employee · Pre-score: 59% (Good)

Summary

Anna Petrova, Customer Experience Officer at Ajman Municipality, is nominated in the Supervisory Employee category. Across 5 applicable criteria the nominee reaches an overall pre-score of 59% (Good).

Highlights by criterion

Criterion 1 — Performance and Achievement (61%): strongest in 1.5 Risk and corporate change management (Good).
Criterion 2 — Continuous Learning (56%): strongest in 2.2 Efforts to acquire experience and pursue self-development in current and future knowledge and skills, and the extent of their application and impact (Good).
Criterion 3 — Positive and Influential Personality (62%): strongest in 3.2 Volunteer work undertaken by the employee, through or outside the authority, supporting social development and serving the community (Good).
Criterion 4 — Initiative and Entrepreneurial Awareness (58%): strongest in 4.3 Using data and information for analysis, problem-solving, and making informed decisions that support the authority's future vision (Good).
Criterion 6 — Leadership Skills (60%): strongest in 6.4 Efforts in empowering and developing human resources under supervision, motivating them, fostering team spirit, and encouraging initiative (Good).

Recommendation

Solid candidate — advance for panel review; strengthen evidence on lower-scoring criteria.

_Draft for the jury — decision-support only. The jury makes the final decision._

Jury decision

Record the committee's decision. This is logged to the audit trail.

Prepared on: July 4, 2026