Course: Government Process Re-engineering Day 1. Session 2: Understanding Government Processes & Service Quality. Agenda. Overview of e-Governance project lifecycle & role for GPR GPR & e-Governance versus IT enablement Defining Service Quality
Session 2: Understanding Government Processes & Service Quality
Overview of e-Governance project lifecycle & role for GPR
GPR & e-Governance versus IT enablement
Defining Service Quality
Classroom exercise on identifying Service Quality components
Introduction to e-Governance
What is e-Governance ?
Ministry of Information Technology defines e-Governance as “… the application of Information Technology to processes of government functioning to bring about a Simple, Moral, Accountable, Responsive and Transparent governance”*
Most e-Governance projects focus towards taking existing Government Services and leveraging technology to delivering the services to the customer
At a reduced costs & effort
With enhanced transparency & control
In a faster time-frame
Traditional Approach to e-Governance
IT enablement of exiting process… (What minimum one can achieve)
Automation of existing processes through the use of IT
Making services of the department available online
e.g. Providing e-forms for submission of applications, File Management System
The process remains the same, but is carried out electronically
IT enablement has its advantages…
Easier to implement, with no or minimal legal changes
Provides easier status updates, real time MIS, anytime / anywhere service etc
But IT enablement alone may not be enough in many cases…
Traditional Approach may not be sufficient…
The Government process itself might be inefficient !
Processes are designed in accordance with the legislation governing that particular domain in that particular period
Some of these Legislations may be old and antiquated
Basis of the legal system is to put in controls, and not better service delivery
Acts are department-centric, not citizen-centric
Rules are complex and tedious
10,000 rules, 0.1 million forms!
The constraints when the process was designed may not be applicable anymore…
Many processes are designed with manual / non-ICT constraints in mind
Many of these constraints may not be applicable anymore, with advances in IT..
e.g. During Registration of property transactions, registration department can check Ownership and extent information (available at the Survey office) online – eliminates the need for registering party visiting survey department to update ownership change
Processes were defined with compliance and control in mind, and not enhanced service delivery..
Re-engineering the process through GPR allows for process redesign to leverage the benefits of ICT rather than just replicating existing processes
The answer is NO`
Service Quality comprises of the physical Product, the Time taken to deliver it, the Cost of getting the service, and Customer Experience or Service Delivery
What does quality mean?
Value For Money
Return On Investment
CEO – Model of Quality