Balance Innovations in Backoffice Improvement and Service Delivery

A study case of Civil Registration System in Angola

Cláudio Machado

CONTECSI 2015

São Paulo - Brazil

The dilemma of burocracy: improve backoffice or service delivery?

Agenda

1. APAI-CRVS

2. Angola

3. Process Improvement + Service Delivery

4. Conclusions

APAI-CRVS

• Africa Programme on Rapid Improvement of Civil Registration and Vital Statistics

• 70% no registered population in sub-Saharan Africa

• In majority of African countries, past initiatives and efforts aimed at improving Civil Registration and Vital Statistics (CRVS) systems were largely dominated by isolated project-based and institution-led ad hoc exercises.

• CRVS is multi-disciplinary and multi-sectoral in nature. This calls not only for a coordinated but also a holistic approach in improving and strengthening the systems.

• The other major drawback of past interventions was the inadequate understanding of the interface and inter-linkages of civil registration functions with the service providers and individual beneficiaries. Improving CRVS involves parallel efforts in generating demand and ensuring that there is adequate supply to meet these demands.

Angola

• Independence: 1975

• Population: 24 M (Census 2014)

• Civil war until 2002

• Many facilities of Civil Registration was destroyed during

conflicts

Huge backlog

• 8 million people without documents

• Nation Plan for expand service delivery

• Mobile services for rural areas

Dinâmica do Sistema CRVS

Registry Declaration Means of proof

Civil Registration

Notification of vital eventl

Health

Nation Statistic

Estatistic

CRVS System

Interfaces

Identity Card

Health services

Education

Social Protectio

Certificate Boletim

Business Process

• Business Process analyze by

client perspective;

• End-to-end process;

• Cross functional board;

• Maturity model

• Keep it simple, stupid. (KISS)

Models of innovation (Gallouj)

Idea Development Production

Idea Development Production

Production Idea Development

Traditional linear model

Idea

Production

Idea

Development

Further

Development

Interactive model

Practice-based model Bricolage model

Ad hoc model

Rapid application model

Idea Production Development

Conclusions

• Civil Registration and Vital Statistcs data will be indispensable in

monitoring the Sustainable Development Goals (Post-2015 Agenda);

• Look for incentives that give rise for appropriate institutions and realistic

implementation;

• Backoffice innovations and service delivery must be balanced;

• Technological and social component must be also balanced;

• Social innovation = a change in the way a need is satisfied by the

consumer.

References

• Principles and Recommendations for a Vital Statistics System.

Revision 3. UNSTATS, 2014.

• Guide to Business Process Management Body of Knowledge

(BPM CBOK) . ABPMP, 2014.

• World Development Report 2004: Making Services Work for

Poor People. World Bank, 2004.

• Social Innovation and Service Innovation. Faridah Djellal and

Faïz Gallouj, 2011