government process reengineering iiit-hyderabad. what is e-government? transformation of –...
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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 StakeholdersTRANSCRIPT
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Government Process Reengineering
IIIT-Hyderabad
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What is e-Government?
TransformationOF
– Government
TO PROVIDE– Efficient Services, – Transparent Services, – Convenient Services
TO– Citizens and Business
THROUGH– The use of ICT
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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
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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?
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What does “holistic” imply?
• It implies [among other things] a study of all the pain points
Examples?
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“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
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“Internal” Stakeholder pain points
• Excessive paper work• Poor quality of data / information• Too many horizontal and vertical layers• Too many rules…
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“Technology” pain points
• Sub-optimal impact of ICT• Outdated solutions• Frequent breakdowns…
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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…]
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From Transformation objectives to Action plan
• Process Interventions• People interventions• Technology interventions• Business model interventions
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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…]
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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.
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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.
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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.
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A live example from NCT of Delhi
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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?
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• What is BPMN?• What are GPR/BPR Artifacts?
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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]
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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
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• 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…]