Government Process

Re Engineering.
T. James Joseph Adhikarathil.
Managing Director, Realutionz Properties(P) Ltd..
GPR – The road to smart administration.

T. James Joseph
Adhikarathil.

If you do not update,

you will be outdated.
GPR – The road to smart administration.
Public organizations across developed and developing economies are
experiencing challenges to meet the ever increasing demands for efficient
public service delivery, more transparent and accountable governance
system, and better performance by citizens, businesses, and
Governments (Thong, Yap, and Seah, 2000; Linden, 1994).

The adoption and implementation of ICT such as ERP-enabled E- T. James Joseph

Adhikarathil.
Government systems could help to improve operational efficiencies of
public sectors. However, addressing effectively all the above demands
calls for undertaking a more radical transformation of the organizational
model and accompanying business processes. Business process
reengineering (BPR) is one of the principal practices for radical
transformation of organizations.

Public sector organizations have embraced the practice of BPR under the
banner of GPR as an instrumental reform tool to transform the public
sector from its traditional hierarchical bureaucratic model to customer-
oriented horizontal/process model (Sia and Neo, 2008; Anderson, 1999;
2006)
Business/ Government Processes.

Process A group of activities carried out to reach a

desired outcome.
Business.

Any set of activities performed by a business

1. Initiated by an event. T. James Joseph
Adhikarathil.
2. Transforms information, materials or business
commitments.
3. Produces an out put.

Government.
Any set of activities performed by a government
1. Initiated by an event,
2. Transforms information, materials or business
commitments.
3. Produces an out put.
GPR the road to smart administration.

1. Specific.
2. Measurable.
3. Achievable. T. James Joseph
Adhikarathil.

4. Result oriented( efficiency & effectiveness)

5. Time bounded.

An organization, No matter How well

designed, is only as good as the PEOPLE who
work in it………Dee Hock.
GPR – The road to citizen centric administration.
1.R-esponsiveness.
2.E-quity
3.P-articipation.
4.E-fficiency. T. James Joseph
Adhikarathil.

5.A-ccountability.
6.T-ransparency.
7.E-ffectiveness.
8.R-easoned decisions.
GPR can potentially improve these elements in public service.
There is no greater challenge and there is no greater honor than in Public Service.
Condolezza Rice.
GPR – The road to smart administration.

T. James Joseph
Adhikarathil.

Government Process Re-engineering (GPR) seeks to

address problems in the delivery of government
services through internal departmental reforms.
An indispensable tool in the fight against red tape
and corruption, GPR aims to bring transparency and
accountability to the system. With the advent of e-
governance initiatives, GPR has been gaining
attention.
GPR – The road to smart administration.

T. James Joseph
Adhikarathil.

At its core, GPR is about increasing access to public services and the
concurrent benefits to citizens. However, it is often confused with and
confined to only technological interventions. While technology can help
achieve this feat, it cannot substitute for the fundamental changes which
need to be made in the way the system functions. Therefore, while the
term is frequently referred to in conversations on good governance, it
still largely remains misunderstood and underexplored.
What are the essential parameters of GPR?
.

T. James Joseph
Adhikarathil.

1. Ease of applying for a service.

2. Processing and Movement of files/communications.
3. Tracking the application and delivery of service.
1. Ease of Applying for a Service.
.

T. James Joseph
Adhikarathil.

The mode of filing application should be relevant , efficient and effective.

Supporting documents required for submission are also scrutinized and
its essentiality should be checked. Language should not be a barrier for
anyone applying for a service; hence inclusivity is an important criterion
against which forms and documents are measured.
2. Processing and Movement of files/communications.

T. James Joseph
Adhikarathil.

The processing of files, communication, Collection of reports and data

should be SMART , efficient and effective.
2. Processing and Movement of files/communications.

T. James Joseph
Adhikarathil.

The processing of files, communication, Collection of reports and data

should be SMART , efficient and effective.
3. Tracking the application and delivery of service.

T. James Joseph
Adhikarathil.

It is necessary to know how the applicant is informed about the status of

the application and how the service is delivered to them. This makes it
easier to ensure that citizens have to make physical visits and follow-ups
only when necessary. Additionally, it also helps keep a check on
corruption and opportunities for harassment. The right to get a reasoned
reply should be ensured. Subsequently, the re-engineered service is
notified under the Right to Service Act of the state to ensure compliance
with the revised timelines.
The role of ICT inteventions in GPR.

T. James Joseph
Adhikarathil.

1. Wherever possible the process should be digitised to make it more

traceable, transparent, and accessible.
2. Under each GPR parameter, it is essential to understand the
reasoning and requirement of documents, steps, and asks.
3. However, it is crucial to understand that digitisation is only an
enabler to a good GPR and not the solution in itself. Archaic
processes, digitised as is, do little to improve service delivery, nor
make the process more efficient or effective.
GPR – The road to smart administration.
 Government process re-engineering is a means of
improving the effectiveness of public services as public
needs and expectations change over time, and as
innovation in process and technology provides
opportunities for changing the way services are
delivered.
T. James Joseph
Adhikarathil.

 Re-engineering involves rethinking and redesign of the

processes being used to deliver a service in order to
achieve the underlying objectives more effectively. At
its heart, re-engineering involves stepping outside
existing organisational boundaries and seeing the
service process and its objectives as a whole, so that
opportunity to deliver the service in ways that achieve
better outcomes can be found.
GPR – The road to smart administration.

The Knowledge of GPR enables officials to improve

through

1. Improved citizen focus. T. James Joseph

Adhikarathil.

2. Minimised process, cost and time.

3. Increased Transparency levels.
4. Reduced Administrative burden.
5. Adoption of best practices.
GPR- scope & Relevance.

1. Lead the departments in undertaking GPR initiatives to to

optimize the government process and service delivery T. James Joseph
Adhikarathil.

model.

2. Define the GPR in terms of Need benefits and scope in

your department.

3. Manage the GPR initiatives in the dept.

4. Lead in the awareness creation.

Knowledge, Skill and Attititude
development in the course.

a. Relevance, importance & benefits. T. James Joseph

Adhikarathil.

b. Key concepts.
c. Process documentation, mapping methods &
tools.
Knowledge, Skill and Attititude
development in the course.

T. James Joseph
Adhikarathil.

a. Principles, methods & tools of GPR.

b. IT lead process re engineering.
c. statutory implications of GPR.
Knowledge, Skill and Attititude
development in the course.

a. Recognize the need for change in government T. James Joseph

process. Adhikarathil.

b. Recognise the need for customer focus.

c. Recognise the neeed for change management and
capacity building in the context of GPR.
d. Recognise the need for transformation in e
governance rather than translation.
Advantages of the traditional approach to
e- Governance

a. Minimal legal changes.

b. Easier status updates.
c. Real time management information system- MIS.
d. Any time – Anywhere service. T. James Joseph
Adhikarathil.

But remember…..
1. Many of the government processes are inefficient and obsolete.
2. Most of the processes were defined long back .
3. In many cases, the processes were defined with compliance in mind rather
than citizen centric services.

Thus GPR allows leveraging the benefits of IT rather than just replicating the
existing process.
Advantages of the traditional approach to
e- Governance

a. Minimal legal changes.

b. Easier status updates.
c. Real time management information system- MIS.
d. Any time – Anywhere service. T. James Joseph
Adhikarathil.

But remember…..
1. Many of the government processes are inefficient and obsolete.
2. Most of the processes were defined long back .
3. In many cases, the processes were defined with compliance in mind rather
than citizen centric services.

Thus GPR allows leveraging the benefits of IT rather than just replicating the
existing process.
Government processes.

Government process are processes in the government domain.

A government business system is a collection of processesthat take
one or more inputs that is desired by stake holders.
Processes are not functions drive an organization, They are the
key for satisfying customers and stake holders.

Hence it is the responsibility of government to improve its

1. Internal process.
2. Service Quality..
Service Quality.

The quality of
1. Physical product.
2. The time taken to deliver.
3. Cost of service.
4. Customer experience.
What is GPR

“BPR is fundamental rethinking and radical redesign of business

processes to achieve dramatic improvements in critical, contemporary
measures of performance, such as cost, quality, service and speed”

Government Process Re-engineering (GPR) has evolved from applying

Business Process Reengineering (BPR) concepts to Government
Services. GPR may address all or some of the service quality attributes
identified for the government service. GPR enables governments to
achieve dramatic improvement of performance and application of IT
on reengineered processes will yield better results for stakeholders,
In order to leverage the full advantage of the GPR exercise,
suitable IT enablement of the reengineered processes should
also be undertaken.
GPR STEPS.

1. Identify and define the problem.

2. Define vision and objectives for GPR.
3. Process study and documentation.
4. Process analysis- process engineering and
defining to be processes.
5. Process implementation – IT enablement and
validation.
Identification of Problem and vision statement.

Most organizations undertake GPR / BPR to address ‘problems’ or ‘needs’ of the

organization or its customers with an objective to improve the overall quality of
the services.
These initiatives may be:
• To address the specific concerns of the stakeholders (citizens/ businesses/
employees)
• To address the challenges and issues in the services and service delivery • To
improve the quality of the services
• To adopt best practices from similar environments
• To address the changing needs of the customers (citizens and businesses) and
the government
Accordingly, the GPR initiative should take inputs from a problem identification
exercise. The current needs of the customer should also be gauged. In many
cases, the problems in service delivery are understood poorly, leading to stating
them incorrectly. Also, the customer needs and expectations change with time,
and the organization has to keep in track with changing expectations, and
deliver services in accordance to such expectations.
Identification of Problem and vision statement.

Most organizations undertake GPR / BPR to address ‘problems’ or ‘needs’ of the

organization or its customers with an objective to improve the overall quality of
the services.
These initiatives may be:
• To address the specific concerns of the stakeholders (citizens/ businesses/
employees)
• To address the challenges and issues in the services and service delivery • To
improve the quality of the services
• To adopt best practices from similar environments
• To address the changing needs of the customers (citizens and businesses) and
the government
Accordingly, the GPR initiative should take inputs from a problem identification
exercise. The current needs of the customer should also be gauged. In many
cases, the problems in service delivery are understood poorly, leading to stating
them incorrectly. Also, the customer needs and expectations change with time,
and the organization has to keep in track with changing expectations, and
deliver services in accordance to such expectations.
Methods of problem identification.

Reactive Method Customer voice. Proactive method

Information comes Information comes
through customer through customer
initiative. initiative.

Customer Survey &

complaints and Questionnaires.
grievances.
Media.research Focus groups.
Interviews.
Custodiand feed
back.
Points of service
contact.
Methods of problem identification.

In most government situations the problems are identified

by reactive methods. In other words, the problems are
identified when something goes wrong and the customer /
media seek redressal. Proactive methods are used by
successful government/private sector organizations ‘listen’
to the customers to identify and ‘address’ their problems
and needs at a very early stage.

This helps in building confidence in the customers,

enhancing overall image of the organization, and in
minimizing the impact of the problems to larger segment of
customers
Customer needs and how they evolve ?.
1. Basic needs are the “must-haves”, which when met will not
contribute much to customer satisfaction, but if they are not met will lead
to customer dissatisfaction. These are unspoken but expected needs.
Eg – No factual errors in a certificate issued by a village officer

2. Performance needs are the spoken and expected needs,

whose fulfillment leads to satisfaction and Non-fulfillment leads to
dissatisfaction.
Eg - certificate received within the stipulated time limit.

3. Delight needs are the unspoken and unexpected needs, whose

fulfillment leads to customer delight. As the customer was not expecting
the need to be fulfilled, it does not lead to any dissatisfaction.
E.g.village officer calls on day of application and informs that the
certificate is ready
Over a period of time Delight needs become Performance needs and then
Basic needs.
We will have to constantly sense the Delight needs and service the
customer to build a quality organization.
Components of a good problem statement.
A Problem Statement is a specific description of the current
situation of the problem that will be addressed by the
organization in measurable terms. They are prepared to develop
a shared understanding of the problem that the organization is
trying to address.
• States the effect and not the cause (What is wrong & not Why
it is wrong)
• Focuses on the gap (between “What Is” & “What should be”) •
Is measurable (How often, How much, When)
• Is specific (avoids broad & ambiguous categories)
• Is a statement, not a question
• Focuses on the “Pain Area” (How Customers / Citizens,
Employees and the Government are affected)
Examples of a good problem statement.
A Problem Statement is a specific description of the current
situation of the problem that will be addressed by the
organization in measurable terms. They are prepared to develop
a shared understanding of the problem that the organization is
trying to address.
• States the effect and not the cause (What is wrong & not Why
it is wrong)
• Focuses on the gap (between “What Is” & “What should be”) •
Is measurable (How often, How much, When)
• Is specific (avoids broad & ambiguous categories)
• Is a statement, not a question
• Focuses on the “Pain Area” (How Customers / Citizens,
Employees and the Government are affected)
Examples of a good problem statement.
• Only 40% of the ration items distributed through Public
Distribution System (PDS) are reaching eligible families.

• It takes approximately two months to obtain death certificate.

• It requires minimum of ten visits to get the pension amount

sanctioned.

• Process for Passport Issuance on Turn Around Time (TAT) metric

is operating at only 38% within Service Level Agreement (SLA)

• It takes 2-4 hours to get the railway reservation done in Metro

cities in India for reservations across the counter…
Ground rules for a good problem statement.
• Focus on the following questions.

1. Which outputs don’t meet expectations?

2. When and where do the problems occur?
3. How big is the problem? o What is the impact of the
problem?

• Things to be careful of / avoid .

4. Avoid pre-determined solutions.
5. Do not blame people o Ensure that the problem statement is
easily understandable by all .
6. Avoid including “Why”, “lack of”, “due to” since they may
imply solutions and thus mislead team members.
GPR Vision.
Vision is a of what the organization intends to become and to achieve
at some point in the future.
A vision statement takes into account the current status of the
organization, and serves to point the direction of where the
organization wishes to go.
The vision statement provides the direction for the organization, while
not inhibiting the development of the strategy that will allow the
organization to reach the desired goal.
A vision statement should:
• Be clear, intuitive and simple
• Reflect the specific conditions and ambitions of the organization
• State what will be and will not be done
• Consider needs and opportunities
• Be aligned with overall development strategy
• Involve consensus building by stakeholders
GPR Vision.
Vision is a of what the organization intends to become and to achieve
at some point in the future.
A vision statement takes into account the current status of the
organization, and serves to point the direction of where the
organization wishes to go.
The vision statement provides the direction for the organization, while
not inhibiting the development of the strategy that will allow the
organization to reach the desired goal.
A vision statement should:
• Be clear, intuitive and simple
• Reflect the specific conditions and ambitions of the organization
• State what will be and will not be done
• Consider needs and opportunities
• Be aligned with overall development strategy
• Involve consensus building by stakeholders
GPR Vision.
Vision is a of what the organization intends to become and to achieve
at some point in the future.
A vision statement takes into account the current status of the
organization, and serves to point the direction of where the
organization wishes to go.
The vision statement provides the direction for the organization, while
not inhibiting the development of the strategy that will allow the
organization to reach the desired goal.
A vision statement should:
• Be clear, intuitive and simple
• Reflect the specific conditions and ambitions of the organization
• State what will be and will not be done
• Consider needs and opportunities
• Be aligned with overall development strategy
• Involve consensus building by stakeholders
GPR Vision.
Vision is a of what the organization intends to become and to achieve
at some point in the future.
A vision statement takes into account the current status of the
organization, and serves to point the direction of where the
organization wishes to go.
The vision statement provides the direction for the organization, while
not inhibiting the development of the strategy that will allow the
organization to reach the desired goal.
A vision statement should:
• Be clear, intuitive and simple
• Reflect the specific conditions and ambitions of the organization
• State what will be and will not be done
• Consider needs and opportunities
• Be aligned with overall development strategy
• Involve consensus building by stakeholders
GPR Vision.
Vision is a of what the organization intends to become and to achieve
at some point in the future.
A vision statement takes into account the current status of the
organization, and serves to point the direction of where the
organization wishes to go.
The vision statement provides the direction for the organization, while
not inhibiting the development of the strategy that will allow the
organization to reach the desired goal.
A vision statement should:
• Be clear, intuitive and simple
• Reflect the specific conditions and ambitions of the organization
• State what will be and will not be done
• Consider needs and opportunities
• Be aligned with overall development strategy
• Involve consensus building by stakeholders
.
.

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ERROR IN Sy Number.
GPR Vision.
Vision is a of what the organization intends to become and to achieve
at some point in the future.
A vision statement takes into account the current status of the
organization, and serves to point the direction of where the
organization wishes to go.
The vision statement provides the direction for the organization, while
not inhibiting the development of the strategy that will allow the
organization to reach the desired goal.
A vision statement should:
• Be clear, intuitive and simple
• Reflect the specific conditions and ambitions of the organization
• State what will be and will not be done
• Consider needs and opportunities
• Be aligned with overall development strategy
• Involve consensus building by stakeholders
.

 .
.

Making things
specific.
Standardised
formats
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 .
Thank You!!

 .

T. JAMES JOSEPH ADHIKARATHIL,Trainer ILDM -9447464502

WEB- www.slideshare.net.in/mysandesham.
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