US Embassy Abu Dhabi: A+ for Commercial Promotion, “Below Average Scores on Every Leadership Category”

— Domani Spero
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State/OIG has just posted online its inspection report of the US Embassy in Abu Dhabi and CG Dubai, United Arab Emirates. The mission is headed by career diplomat, Ambassador Michael H. Corbin and DCM Victor Hurtado who both arrived in July 2011.

Below are some of the key judgments extracted from the publicly available report:

  • The Ambassador’s focus on business development as the mission’s primary goal has contributed to an increase in U.S. exports and created a favorable image in business circles for both the Ambassador and the embassy.
  • Front office support for the bilateral military relationship has strengthened that valuable tie. The Ambassador has been a key facilitator in gaining the release of U.S. military equipment for the United Arab Emirates, including through effective congressional testimony.
  • The Ambassador’s focus on commercial promotion has de-emphasized other important U.S. interests, such as law enforcement and illicit finance that agencies at the mission are working to advance. The Ambassador received below average scores on every leadership category in OIG questionnaires.
  • The United Arab Emirates’ strategic location and stable environment has led to an expansion of U.S. Government agencies at the embassy, without a corresponding increase in management support positions. The National Security Decision Directive 38 process is not accomplishing its purpose of subjecting proposed staff increases to careful review.
  • The embassy’s Defense Support Division contract merits comprehensive review. Issues include cost, standards of service, possible expansion, duration, and the contract’s heavy reliance on mission assistance.
  • Demand for consular services at both Embassy Abu Dhabi and Consulate General Dubai has mushroomed in recent years. Both are making progress transitioning from small-scale to medium-sized, high productivity operations. Frequent requests for special handling of routine visa cases from the front office and other parts of the mission impede this process.

The inspection took place in Washington, DC, September 3–23, 2013, and in Abu Dhabi, United Arab Emirates, between October 19 and November 7, 2013. Ambassador Marianne Myles (team leader), Michael Hurley (deputy team leader), Alison Barkley, Beatrice Camp, Roger Cohen, David Davison, Shawn O’Reilly, Keith Powell II, Richard Sypher, Joyce Wong, and Roman Zawada conducted the inspection.

Below are additional details that need a highlighter:

Staffing Quadrupled in Last 10 Years

Staffing for Mission UAE, which consists of Embassy Abu Dhabi and Consulate General Dubai, has quadrupled from 80 to 325 Americans in the last 10 years. More than 30 non-Department of State (Department) offices and agencies are present in country, and the mission houses 14 regional offices that cover the Middle East and other areas. The chancery is less than 10 years old but faces major space and infrastructure challenges. By 2017, the mission may also need to provide management support for 90 or more FMS personnel now supported by a private contractor that runs the Defense Support Division (DSD).

Mission UAE supported 1,605 temporary duty visitors and 63 VIP visitors in 2012, and the heavy visitor workload takes a toll on staff morale. All locally employed (LE) staff members are third country nationals, many from South Asia.

Mission Morale Is Poor

Morale and the housing program received the lowest scores on OIG questionnaires by a wide margin. Many complaints are caused by Abu Dhabi and Dubai being understaffed in management sections, lengthy initial stays in temporary quarters, and the location of the Al-Reef housing compound. Understaffing has a cascading effect on housing maintenance, personnel, and financial services, and subsequently on morale. Abu Dhabi and Dubai are not hardship differential posts but do receive a 25 percent cost of living allowance.

This is the second inspection conducted by State/OIG in less than 5 years. In the OIG inspection of 2010, the report noted a major challenge in  managing the unique and complex task of supporting one of the world’s largest foreign military sales accounts, amounting to some $15 billion. According to this latest OIG report, that contract is now valued at $34 million over 5 years. It appears that the challenge has not abated. Excerpt below:

Defense Support Division Contract 

Embassy Abu Dhabi and the Department determined that the existing ICASS support platform could not handle a large and rapid influx of FMS personnel and in 2011 created the DSD platform to augment embassy services. The DSD contract provides traditional ICASS administrative support services to approximately 90 FMS personnel; most of them arrived in 2012 and 2013. That number is expected to increase. The contract is for approximately $34 million over 5 years. The UAE Government pays for the contract. The embassy is responsible for overseeing it.
[…]
According to a March 2011 memorandum of understanding between the embassy and the Department of Defense, the Ambassador is responsible for ensuring that the quality, quantity, and cost of support provided by the contractor matches the support provided to embassy staff through ICASS. The Ambassador is also responsible for reviewing performance standards to assess the services provided by DSD. At the time of the inspection, no cost audit had been planned or performed.
[…]
Extensive interviews with staff indicate that embassy leadership and staff members do not fully understand the DSD support arrangement. The embassy has received no firm estimate of the numbers of future FMS personnel who will need support, where they will be located, and what support they will require. The Department has received personnel projections and estimates, but has not shared them with the embassy.

The air show has already made huge news with multiple announcements of civil aviation deals between the U.S. and #UAE topping $100 billion. These record contracts underline the partnership and the already strong bonds that exist between the U.S. and the UAE overall and in the commercial/private business sector. (Photo via US Embassy UAE/FB)

Dubai Air Show 2013 | The air show has already made huge news with multiple announcements of civil aviation deals between the U.S. and #UAE topping $100 billion. These record contracts underline the partnership and the already strong bonds that exist between the U.S. and the UAE overall and in the commercial/private business sector.
(Photo via US Embassy UAE/FB)

 

Visa Referrals Violations

The steady stream of inquiries from other parts of the mission for updates and special handling of otherwise routine visa cases hampers efforts in both Abu Dhabi and Dubai to provide efficient services for all consular clients and are in direct violation of Department regulations. The OIG team observed many examples of these inquiries via phone and email during the inspection. 

Pressure to handle routine nonimmigrant visa cases in a special or expedited fashion has the effect of slowing down the entire standard process in both locations, undermining cooperation and trust between the consular sections and other parts of the mission, and creating an appearance of impropriety. Responding to these inquiries, often from multiple sources relating to a single case, distracts consular chiefs from managing the day-to-day operations of the sections. These inquiries are being made in violation of 9 FAM Appendix K, which permits advocacy only through a formal referral process. Both consular sections should familiarize all staff with this policy.

 

Psst — A Special Mention on Gifts

Embassy Abu Dhabi has not designated a gifts officer or standard operating procedures for disposition of gifts, as required by Department regulations. Per 3 FAM 4122.1, the gifts officer is the embassy management officer. Because gifts are used and disposed of in accordance with Department regulations governing property management and disposal, management offices often delegate this role to the general services office. The absence of a clear standard operating procedure for gifts disposition places gift recipients at risk of ethics violations.

 

Goodbye to All That — MEPI, R&R Travel Benefit

The State/OIG report recommends that the Bureau of Near Eastern Affairs (NEA) close the Middle East Partnership Initiative regional office in Abu Dhabi.  Apparently, in October 2012, the UAE government directed MEPI to end all grants within the country. With the suspension of grants in the UAE and increased restrictions elsewhere, the OIG team questions the justification for a regional MEPI office in Abu Dhabi. State/OIG notes that closure of the MEPI office would save approximately $1.5 million.

State/OIG also recommends that the Bureau of Administration eliminate the rest and recuperation travel benefit for personnel posted in Embassy Abu Dhabi and Consulate General Dubai. Elimination of R&Rs would save $260,000 on rest and recuperation travel cost.

Abu Dhabi and Dubai are non-differential posts, which normally would not qualify them for rest and recuperation travel. In May 2012, the Bureau of Administration’s Office of Allowances analyzed hardship differential questionnaires from embassies and consulate generals worldwide. It used a 12-point scoring system to determine rest and recuperation eligibility. One-hundred eighty-one missions were recertified as eligible. Another 23 missions not receiving a hardship differential, including Abu Dhabi and Dubai, were examined further using the 12-point scoring system. This analysis determined that neither Abu Dhabi nor Dubai was qualified. Abu Dhabi met the rest and recuperation criteria for only 2 of the 12 factors (climate and unusual personal hazards), and Dubai for only 3 (climate, unusual personal hazards, and communicable diseases). The allowances office recommended to the Assistant Secretary for Administration that Abu Dhabi and Dubai cease the authorization of rest and recuperation travel. 

The Bureau of Near Eastern Affairs countered this decision with memoranda from Abu Dhabi and Dubai detailing social/cultural/gender isolation, geographic isolation, climate, health conditions, and similar issues. Inspectors noted that, with the exception of climate, the post report for the United Arab Emirates addresses none of these elements. The Bureau of Administration concurred with the Bureau of Near Eastern Affairs and retained rest and recuperation travel for Abu Dhabi and Dubai.   A review of the rest and recuperation destinations indicates that Dubai remains a “regional rest break” location for employees based in Kabul. There is no justification for continuing this benefit for employees assigned to Abu Dhabi or Dubai. In FY 2013, the mission spent $260,000 on rest and recuperation travel. 

 

Front Office Leadership and Management

The report says that its most significant recommendations concern needed leadership in establishing clear priorities for the whole mission and managing growth. But there are other stuff, too. Excerpt on front office leadership and management below:

DCM Gets a Nice Mention

The DCM is respected for his sound judgment, fairness, and ability to resolve issues. He has sought to clarify the Ambassador’s goals and objectives and help section chiefs and agency heads understand them. He is engaged and has hands-on knowledge of almost every issue and problem, with one person stating what many expressed in different ways: he is the “glue that holds the place together.” Senior staff members express appreciation for his open-door policy and the access it provides.   Nevertheless, the DCM needs to focus greater attention on LE staff support, mentoring of first- and second-tour employees, housing, mission expansion, office space, and the DSD contract.

Chief of Mission  — Thumbs Up

The Ambassador has accomplished much in support of the President’s National Export Initiative. He has made significant contributions to increased U.S. exports to the UAE as evidenced by his nomination for the 2013 Charles E. Cobb Award for Initiative and Success in Trade Development. He interfaces with Fortune 500 firms and has won particular praise for the assistance he has provided to smaller companies that are less certain of how to conduct business in the region. Heads of agencies with significant trade and business advocacy responsibilities characterize the Ambassador as the most engaged chief of mission with whom they have ever worked. The Ambassador has been a key player in promoting government-to-government economic dialogue and receives high marks from the local American Chamber of Commerce for including private-sector considerations at that forum. He attends dozens of trade shows and assemblies. He is generous in introducing newer U.S. companies to UAE officials.

Chief of Mission  — Thumbs Down

The Ambassador has not focused sufficiently on his staff and the internal workings of the embassy. In OIG-administered questionnaires, his staff rated him below average in every leadership category. Segments of the embassy community, including first- and second-tour employees and LE staff, feel under-supported. Staff members reported their belief that the Ambassador does not spend enough time in the embassy and is disengaged from the community. Both Department and non-Department staff members assert the Ambassador does not have a full grasp of the mandate of their office or agency. Several employees reported that the Ambassador has never visited their offices. These factors, as measured by OIG’s questionnaires and confirmed by OIG interviews at the embassy, contribute to poor morale. A systemic analysis of the underpinnings and potential impacts of these concerns is beyond the scope of this inspection. However, these results suggest the need for a more methodical review.
[…]
The Ambassador’s focus on business has left other elements of the mission somewhat adrift. Law enforcement, illicit finance, civil society, human rights, and other policy concerns receive relatively little attention. The law enforcement working group met only once in 2013, and no agenda or minutes are on file. There has been no formal illicit finance working group since the arrival of the Ambassador and the deputy chief of mission (DCM), despite the presence of more than five agencies with responsibility for sanctions, money laundering, and similar programs. The front office needs to pay greater attention to this cluster of issues.

Pesky Stuff — Leading by Example

Speeding Fines | “One result of the Ambassador’s frequent trips to Dubai and his crowded schedule is a large number of speeding fines on his vehicle. The mission has asked the host government to reduce or eliminate these fines in both Abu Dhabi’s and Dubai’s jurisdictions. This practice is contrary to Department and mission policy.”

Inappropriate Use of USG Resources |  “The Ambassador has requested that Consulate General Dubai pay personal expediting services with the consulate general’s government credit card for his convenience. Though he reimbursed all personal expediting services, he benefited from the corporate rate and inappropriately used government resources for personal purposes.”

In 2010, the OIG report on UAE said that then COM Richard Olson (now ambassador to Pakistan) and DCM Douglas C. Greene both scored “a perfect five (on a scale of one to five) on the OIG “leadership qualities” confidential survey among non-Department agency heads before the inspection.”  Links to both reports are listed under related items.

* * *

 

Related items:

-05/31/14   Inspection of Embassy Abu Dhabi and Consulate General Dubai, United Arab Emirates (ISP-I-14-11A)  [468 Kb]

OIG Report No. ISP-I-10-62A – Inspection of Embassy Abu Dhabi & CG Dubai, United Arab Emirates – June 2010 

 

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