Government process reengineering
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Government Process Reengineering. IIIT-Hyderabad. Transformation objectives. Efficiency Effectiveness Adherence to Standards [Quality] Perception of Value Excellence [doing ordinary things extraordinarily well] Customer ‘delight’

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Government Process Reengineering

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Government process reengineering

Government Process Reengineering

IIIT-Hyderabad


Transformation objectives

Transformation objectives

  • Efficiency

  • Effectiveness

  • Adherence to Standards [Quality]

  • Perception of Value

  • Excellence [doing ordinary things extraordinarily well]

  • Customer ‘delight’

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


From transformation objectives to action plan

From Transformation objectives to Action plan

  • Process Interventions

  • People interventions

  • Technology interventions

  • Business model interventions


Processes

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 bpr government process reengineering

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.


What is a good gpr

What is a Good GPR?

LEAN GOVERNMENT

  • Job descriptions expand and becomemulti-dimensional – people become more empowered

  • The organizational structure istransformed from a hierarchyto a flatter arrangement.

  • The organization becomes alignedwith the end-to-end processrather than departments.

  • The basis for measurement of performance moves away from activity towardsOutcome.


Gpr thumb rules

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?


Government process reengineering

  • What is BPMN?

  • What are GPR/BPR Artifacts?


Post matric scholarship

Post Matric Scholarship

Assistance given to all communities on a Saturation mode:

  • Scheduled Caste – Social Welfare Department

  • Scheduled Tribe – Tribal Welfare Department

  • Backward Class – BC Welfare Department

  • Disabled groups – Women & Child Welfare Department

  • Economically Backward Classes: BC Welfare Department

  • Minorities – Minority Welfare Department

  • PMS includes

    • RTF: Reimbursement of Tuition Fee - College

    • MTF: Maintenance fee – Student


  • Pms complexity

    PMS Complexity:

    • 2,200 unique courses.

    • 14,000 colleges

    • 1,50,000 fee combinations

    • 40,00,000 students

    • Around Rs.5,000 crs worth PMS claims per year

    • Coordinating with 5 Welfare Departments i.e., Social Welfare, Tribal welfare , BC & EBC Welfare, Disabled Welfare & Minority Welfare & also with Higher Education, Technical Education, School Education, Board of Intermediate, Directorate of Employment & Training & Health Dept., etc.

    • Also deals with all Universities in the State along with the 188 Premier Institutes indentified by GOI across India.

    • deal with all Scheduled banks & Treasury Dept.


    Before scholarship application process

    “Before” - Scholarship application process

    1

    2

    3

    4

    Notification

    Obtain Blank form / Application

    Fill Form

    Submit to department

    8

    7

    6

    5

    Checking by dept.

    Receive/Ack.

    Field Inspect

    Consolidate & send

    10

    11

    12

    12

    9

    Segregate into

    Fresh application / Renewal

    Calculation of entitlement

    Educational Inst. Wise list

    Eligibility/Reject

    14

    13

    16

    15

    Handle queries

    Dispatch D.D

    Preparation of

    D.D

    Prep.

    Proceedings

    18

    19

    17

    20

    Cross verify

    Reconcile

    Report Progress

    Disb. By Inst.

    23

    22

    21

    24

    Recover

    Revalidate

    DDs

    Check dual claims

    Closure


    Scholarship application process

    Scholarship application process

    1

    2

    3

    4

    Department driven

    Department driven

    Cumbersome

    Notification

    Obtain Blank form / Application

    Fill Form

    Submit to department

    Delays

    8

    7

    6

    5

    Bogus applications duplicates

    Checking by dept.

    Receive/Ack.

    Field Inspect

    Consolidate & send

    Delays

    Corruption

    10

    11

    12

    12

    9

    Segregate into

    Fresh application / Renewal

    Calculation of entitlement

    Educational Inst. Wise list

    Eligibility/Reject

    14

    13

    16

    15

    Collusion between Inst. & Students

    Delays

    Handle queries

    Dispatch D.D

    Preparation of

    D.D

    Prep.

    Proceedings

    18

    19

    17

    20

    Cross verify

    Reconcile

    Report Progress

    Disb. By Inst.

    23

    22

    21

    24

    Recover

    Revalidate

    DDs

    Check dual claims

    Closure


    Government process reengineering

    • EPASS (ELECTRONIC PAYMENT & APPLICATION SYSTEM OF SCHOLARSHIPS) INITIATIVE IN ANDHRA PRADESH


    After work flow of the scholarship system

    “After” - Work Flow of the Scholarship System


    Key changes students

    Key Changes: Students

    Apply online

    Students cannot enter names

    • Only retrieve data through the SSC/ Inter Database through ID’s

  • Students must have a bank account

    Student can access the site though a user id ( email id) and password (sent to email accounts and to mobile)


  • Key changes colleges

    Key Changes: Colleges

    Colleges must register on the website

    Give details of recognitions, capacity, bank accounts, management details, attached hostel etc

    Principals of colleges will have to verify each of the student applications

    • Print and prepare booklets for fresh and renewal students department wise

    • Contact the verification officer for getting the verification done for sanction of scholarships


    Key changes verification

    Key Changes: Verification

    • District Collectors appoint verification officers

    • Physical Verification of students and Documents

    • Results of verification updated online

    • Recommended candidates are forwarded to the district officer

    • Rejected applications are either sent to the colleges or students for rectification


    Key changes welfare department

    Key Changes: Welfare Department

    • Authenticate colleges on the e-Pass website

      • All colleges must register on the website

    • Processing and sanction online

      • Scrutiny and Sanction of Bills

    • Forward bills to treasury online

    • Treasury Bill Register Number generated for every bill sent


    Key changes treasury

    Key Changes: Treasury

    • Sanction of Bills online

    • Automatic upload to banks online

      • Through common internet banking interface

      • Interbank; Intra bank

      • NEFT & RTGS

      • Return confirmations online


    After scholarship application process

    “After” - Scholarship application process

    1

    2

    3

    4

    Notification

    Obtain Blank form / Application

    Fill Form and submit to dept.

    Submit to department

    8

    7

    6

    5

    Checking by dept.

    Automated Receive/Ack.

    Field Inspect

    Automated Consolidate & send

    10

    11

    12

    12

    9

    Segregate into

    Fresh application / Renewal

    Automated Calculation of entitlement

    Automated Educational Inst. Wise list

    Automated Eligibility/Reject

    14

    13

    16

    15

    Handle queries

    Dispatch D.D

    Preparation of

    D.D

    Prep.

    Proceedings

    18

    19

    17

    20

    Cross verify

    Reconcile

    Report Progress

    Disb. By Inst.

    23

    22

    21

    24

    Recover

    Revalidate

    DDs

    Check dual claims

    Closure


    Government process reengineering

    Reduced multi-department silos

    Employees & other stakeholders more empowered…less clerical “data entry work” and more managerial interventions….reduced hierarchies [several functions outsourced]


    As is vs to be analysis through flow charts etc

    “As-Is” Vs “To-Be” Analysis through Flow charts etc

    SOA Services

    SOA Services


    Government process reengineering

    Value Added Analysis

    MOE, CTP, CTQ etc

    Process complexity analysis [entry points / validations/duplications/ redundancies

    Cause-effect Analysis


    To be process definition

    “To-Be” Process Definition


    Redesign rework

    Redesign / Rework


    Redesign rework1

    Redesign / Rework


    E governance project lifecycle

    E-Governance Strategy Development

    Current State Assessment

    Future State Definition

    Implementation approach and sourcing

    Develop and implement T system

    Operate and sustain

    E-Governance Project Lifecycle

    Needs Assessment

    Define clear vision & objectives

    Prioritization of services and projects

    Incorporate domestic and global learnings

    Identify institutional structures & capacities for implementation

    Define funding requirements

    Define monitoring and evaluation approach…

    Critical assessment of current business processes and pain areas

    Best practices in similar environments

    Assess legal framework and current limitations

    Assess current ICT systems and their ability to support future plans

    Assessment of current capacities at all levels and their preparedness for e-governance..

    Process reengineering and to –be process definition

    Identity IT enablement opportunities and requirements

    Define changes to the legal and regulatory environment

    Develop People change and capacity building plan

    Develop project awareness and communication requirements…

    Define implementation approach and phasing plan (functional and geographic)

    Assess detailed funding requirements and business model

    Develop vendor evaluation and selection criteria

    Develop KPIs and performance levels for services and systems

    Develop RFP

    Bid evaluation and vendor selection

    Definition of detailed functional and technical requirements

    System design and development

    Software quality assurance, acceptance testing and auditing

    Training and capacity building

    Change management and project communications

    Project documentation

    Project go-live

    System operations and maintenance

    Software change management

    Rollout services and systems (functionality and geography)

    Objectives and benefits evaluation and reinforcement

    Sustained change, capacity building and communications..


    Project

    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

    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


    Government process reengineering

    • 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…]


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