Post on 22-Jan-2018
transcript
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