BUSINESS PROCESS RE-ENGINEERING

IMPLEMENTATION STRATEGY FOR

GOVERNMENT OF GUJARAT

Prepared By:

Change Management,

SeMT-Gujarat

OBJECTIVE:

Explain Business Process Reengineering

Understand need of BPR & Change Management in

Government

Suggest a strategy for implementing Change

management & BPR in Government

KEY DEFINITIONS:

What is Process?

A specific ordering of work activities across time and space, with a

beginning, an end, and clearly identified inputs and outputs: a structure for

action.

(Davenport, 1993)

What is Business Process?

A group of logically related tasks that use the firm's resources to provide

customer-oriented results in support of the organization's objectives

What is BPR?

Business Process Re-engineering (BPR) is the fundamental rethinking and

redesign of business processes to achieve dramatic improvements in critical,

contemporary measures of performance, such as cost, quality, service and

speed.

(Hammer & Champy, 1993)

BPR VERSUS PROCESS SIMPLIFICATION

BPR VERSUS CONTINUOUS IMPROVEMENT

IS BPR FOR GOVERNMENT

REALLY WORTH UNDERTAKING?

PRESENT CHALLENGES IN MOST OF THE

GOVERNMENT STRUCTURE

How to define, measure, analyse, improve & control quality of service?

To reduce complexity of government processes for availing the service

To understand citizen’s requirement more precisely & how to abridge theexisting gap

To use government database more effectively for catering the citizens

To implement effective service/grievance redressal mechanism

Citizen Perspective (G2C Services):

CONTD..

To ensure door step or at least min. visits for availing a service

To prevent redundancy or non value added activities while providingservice

To provide government service faster and conveniently

To reduce cost of availing service

To improve satisfaction level among the citizens

To reach maximum citizens with existing infrastructure

Citizen Perspective (G2C Services):

CONTD..

How to undertake activities such as BPR, DPR, RFP preparation, VendorSelection, Procurement process effectively with minimum time?

To integrate all the departmental applications & services effectively to workon a single platform

To migrate from Legacy systems to Advanced systems

To manage cross functional departmental activities (Ex. G2GServices, Data Sharing, Infrastructure Sharing, Resource sharing etc.) withbetter co-ordination

To ensure effective monitoring & controlling of government services,infrastructure & resources

Administration Perspective:

CONTD..

How to address concerns related to connectivity & networking?

To create self sustainable decision support system

How to utilize government resources ( Infrastructure, IT system, workforce etc.) effectively?

How to ensure best return on investments over various departmentalinitiative?

How to make inventory storage and distribution systemmore efficient?

Administration Perspective:

CONTD..

To motivate workforce for the change

To provide a channel to listen voice of employees for innovation andimprovement

To create a repository of best practices for the depart

To authenticate beneficiaries for different services using commondatabase

Administration Perspective:

POSSIBLE SOLUTIONS..

Capacity building of existing work force

Process automation using e-Governance

Process optimization or simplification using Lean &

Six Sigma concepts

Citizen satisfaction survey

Citizen grievance redressal mechanism

Citizen engagement

Service escalation matrix

Interdepartmental Knowledge sharing

5 STEP APPROACH FOR BPR IMPLEMENTATION

Step 1• Define where we stand now?

Step 2• Define where we want to be?

Step 3• How do we go there?

Step 4• Did we get there?

Step 5• How to make change sustainable?

CONTD..

• Define our existing processes ( “As IS” study)

• Understand major pain areas

Define where we stand now?

• Identify our customers and their requirements

• Identify our stakeholders and their requirement

• Set specific, realistic, measurable, achievable & time bound objectives

Define where we want to be?

• Generate solutions

• Define “To Be” state

• Pilot solutions.

• Finalize & implement best solution

How do we go there?

• Define monitoring & measuring matrix.

• Continuous project monitoring

• Implement Change management best practicesDid we get there?

• Develop a project management team & project owner

• Get buy-in of all the stakeholders

• Training of resources & change management

How to make change sustainable?

HOW BPR WORKS?

EXAMPLE : WIDOW PENSION AS IS PROCESS

HOW BPR WORKS?

EXAMPLE : WIDOW PENSION TO BE PROCESS

BENEFIT OF PROCESS CHANGE

Process Change Benefits

Application submitted

at CSC instead of

Taluka Level Office

1. Sustainability of CSC

2. Online form submission in place of physical form

3. Beneficiary not required to go to Taluka Office & hence less

travelling required

Online form

submission to District

Level Office

1. Faster processing of application

2. Tracking & better monitoring of application received

3. Easy MIS resource generation

Beneficiary

authentication at CSC

1. Less possibility of duplication & fraud cases

Online Application

Verification

1. Simplified verification process

2. Decision Support System

Financial Inclusion 1. Faster processing

2. Ease of fund allocation & distribution

3. Benefits associated with having bank account

4. More Control on Entire Process

SOME OF SUCCESSFUL EXAMPLES OF BPR IN

INDIA.

New Passport seva

Online railway ticket booking

PDS-Gujarat

Bhoomi Project-Karnataka

Online Tax Payment System

The One-Day Governance model provides eight

citizen services across the counter in one hour.

These eight services are income

WAY FORWARD..

Submit this BPR presentation to Department

Heads.

Understand major pain areas from Department

Heads.

Obtain work approval for BPR assignment from

Department Head along with Shri Ravi Saxena -

ACS,DST

Change Management- SeMT will undertake BPR

assignment

Select a Total Solution Provider based on

complexity and scale of the project.

Complete BPR project & final hand over project to

the department

SUMMARY

oDon’t assume anything -

remember BPR is fundamental

rethinking of business processes

THANK YOU