Dr. Ola AlZawati is an insituational development expert with over 28 years of experience leading public sector modernization of institutional reform, and service transformation across Jordan, the region, and internationally. Her expertise spans strategy development, performance management, sustainability, governance, service design and development, and cross-competency performance evaluation.
She began her career contributing to the development of Jordan’s national quality infrastructure at the Jordan Institution for Standards and Metrology, where she established and led the accreditation system in line with international frameworks. She developed accreditation criteria, regulatory frameworks, and technical manuals, and conducted extensive institutional and conformity assessments to strengthen compliance, accountability, and service reliability.
Throughout her career, she has designed performance management manuals, service assessment frameworks, and institutional excellence criteria focused on system maturity, service quality, and customer experience. She has led and participated in hundreds of institutional and CX evaluations across public entities, linking performance measurement to service outcomes and citizen satisfaction.
In Dubai Municipality, she led corporate excellence and performance initiatives, enhancing integrated strategy and performance systems, ensuring compliance with Dubai institutional and service development standards, and advancing customer satisfaction, CX and government happiness indicators.
Her contributions have been recognized through multiple awards, including the King Abdullah II Award for Excellence (Best Leader Category), the American Society for Quality International Award, and the IEOM Distinguished Woman in Industry and Academia Award.
