Government Process Reengineering

IIIT-Hyderabad

What is e-Government?

TransformationOF

– Government

TO PROVIDE– Efficient Services, – Transparent Services, – Convenient Services

TO– Citizens and Business

THROUGH– The use of ICT

What is “Transformation”?When is a Govt. “Transformed”?

HOLISTIC PROCESS FOR

• Bringing about Radical CHANGE

IN• Result / Outcome that the Govt.body exists for

TO• Create sustainable impact

ON• Stakeholders

What does “change” imply?

• Before Vs After

• “Before”, a department was issuing 100 Certificates per month.

• “After”, it was issuing 1,000 Certificates

Is this an example of “Radical” Change?

What does “holistic” imply?

• It implies [among other things] a study of all the pain points

Examples?

“External” Stakeholder pain points

• Long queues• Suspense [with respect to the status of service

request]• Air of mystery about procedures• Multiple visits • Intermediaries / Brokers / middle-men• Ad-hocism• Silos

“Internal” Stakeholder pain points

• Excessive paper work• Poor quality of data / information• Too many horizontal and vertical layers• Too many rules…

“Technology” pain points

• Sub-optimal impact of ICT• Outdated solutions• Frequent breakdowns…

From Pain points to Transformation objectives

• Efficiency Vs Effectiveness• Adherence to Standards [Quality] Vs

Perception of Value• Excellence [doing ordinary things

extraordinarily well]• Customer ‘delight’ vs Governance

requirements [accountability, environmental responsibility, commitment to employees…]

From Transformation objectives to Action plan

• Process Interventions• People interventions• Technology interventions• Business model interventions

Processes

• A composite of – Steps [Step-1, Step-2…]– Resources [Time, Fund, People, ICT, Buildings…]– Activities [Receive, Record, Review, Report…]– Output [Approve, reject, close the service

provision loop]– Outcome [Economic value addition…]

G/BPRGovernment process reengineering

• GPR is a management technique for fundamentally rethinking and radically redesigning processes to achieve dramatic changes in overall performance and citizen satisfaction.

The traditional approach to e-Governance

• IT enablement of existing processes– Automation of existing processes through the use of IT– Making services of the department available online (Providing e-

forms for submission of applications, File Management System etc)

• In these cases, the process remains much the same, but is carried out electronically.

• The advantages of this approach – easier implementation with minimal legal changes, real time

Management Information Systems (MIS), anytime / anywhere service etc.

What is a Good GPR?

1. Job descriptions expand and become multi-dimensional – people become more empowered

2. The organizational structure is transformed from a hierarchy to a flatter arrangement.

3. The organization becomes aligned with the end-to-end process rather than departments.

4. The basis for measurement of performance moves away from activity towards Outcome.

A live example from NCT of Delhi

GPR Thumb Rules

• Six Thumb Rules• E-SLA – an example of thumb rule #5 –

Automation [of “review/monitor” activity]• What are the other five rules?

• What is BPMN?• What are GPR/BPR Artifacts?

PROJECT

• A SIMPLE tool for GPR• Android based• VERY, VERY Simple to use [remember… it is for

senior Govt officials who are NOT used to keying in much]

Minimum requirement

• Entering of process step description in text boxes

• Sequencing of the process steps• Re-sequencing of process steps• Facility to enter “actor” for each process step• Facility to enter time and cost attributes to

each process step• Facility to compute total cost , total time

• Facility to “replace” one or more process steps with new process steps

• Facility to select the type of process steps to be shown [live, replaced, removed, modified…]