TABLE OF CONTENTS
ABBREVIATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
1 | INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
1.1. Objective of the Manual . . . . . . . . . . . . . . . . . . . . . . . . . 6
1.2. Application scope ..............................7
1.3. Structure of the Manual .........................7
1.4. Denitions .....................................8
2 | RE-ENGINEERING PRINCIPLES ................11
2.1. Citizen- and business-oriented services ..........12
2.2. Multiple service channels . . . . . . . . . . . . . . . . . . . . . . . 14
2.3. Standardization and simplication of processes ...15
2.4. Use of IT .....................................17
2.5. Transparency ..................................19
3 | BPR PRACTICAL APPLICATION . . . . . . . . . . . . . . . . 23
Phase 1: Preparation for BPR . . . . . . . . . . . . . . . . . . . . . . . . 25
Step 1.1: Collecting the team ......................26
Step 1.2: Dening objective for BPR for service ......29
Step 1.3: Identication of scale of available resources 31
Step 1.4: Dening the time schedule and work
organisation ...........................33
Phase 2: Analysis of the Current Situation: AS-IS ......35
Step 2.1: Identication of framework for service
provision ..............................35
Step 2.2: Identication of data on current service
delivery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Step 2.3: Identication of IT usage .................43
Step 2.4: Identication of existing service benchmarks 45
Step 2.5: Mapping the AS-IS workow ..............48
Step 2.6: Collecting the feedback on AS-IS ..........51
Phase 3: Undertaking the re-engineering: TO-BE. . . . . . . 53
Step 3.1: Administrative simplication ..............53
Step 3.2: Analysing and re-designing the processes ..56
Step 3.3: Proposing IT usage ......................61
Step 3.4: Applying service standards
and development of KPIs . . . . . . . . . . . . . . . . 62
Step 3.5: Development of TO-BE map ..............65
Phase 4: Preparation for implementation . . . . . . . . . . . . . 67
Step 4.1: Dening involvement of partners ..........67
Step 4.2: Resource and cost calculation . . . . . . . . . . . . . 68
Step 4.3: Dening time-frame for implementation ...69
Phase 5: Piloting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Step 5.1: Test driving re-designed service provision ..70
Step 5.2: Analysis of the feedback ..................73
Step 5.3: Introducing necessary adjustments
to the TO-BE . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Phase 6: Entering into production environment .......76
Step 6.1: Attraction of resources ...................76
Step 6.2: Trainings for staff . . . . . . . . . . . . . . . . . . . . . . . . 79
Step 6.3: Annual Resource Attraction Plan . . . . . . . . . . . 81
Step 6.4: Amending the legal framework . . . . . . . . . . . . 81
Phase 7: Follow-up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Step 7.1: Monitoring of service provision . . . . . . . . . . . . 83
Step 7.2: Evaluation of service provision . . . . . . . . . . . . . 86
Step 7.3: Feeding information into a new cycle of BPR 90
ANNEX ......................................91
Annex 1: Template for analysis of AS-IS and TO-BE . . . . . 92
Annex 2: Algorithm for Inventory of Public Services ..108
Annex 3: Check list for implementation of BPR . . . . . . . 109
Annex 4: BPR examples for public services . . . . . . . . . . . 110
3