Government Process Reengineering

IIIT-Hyderabad

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

• Process Interventions• People interventions• Technology interventions• Business model interventions

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/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?

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

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

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

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

LEAN GOVERNMENT

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?

• What is BPMN?• What are GPR/BPR Artifacts?

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 - CollegeMTF: Maintenance fee – Student

PMS Complexity:2,200 unique courses.14,000 colleges1,50,000 fee combinations40,00,000 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

Submit to departmentFill FormNotification Obtain Blank form / Application

Checking by dept. Consolidate & sendReceive/Ack.

Prep. Proceedings

Educational Inst. Wise listSegregate into

Fresh application / RenewalCalculation of entitlement

Preparation of D.D

Cross verify

Handle queries

RevalidateDDs

Disb. By Inst.Reconcile Report Progress

Check dual claimsClosure Recover

Eligibility/Reject

Field Inspect

Dispatch D.D

1 2 3 4

7 6

10 11

58

91212

13141516

17 18 19 20

21222324

Scholarship application process

Submit to departmentFill FormNotification Obtain Blank form / Application

Checking by dept. Consolidate & sendReceive/Ack.

Prep. Proceedings

Educational Inst. Wise listSegregate into

Fresh application / RenewalCalculation of entitlement

Preparation of D.D

Cross verify

Handle queries

RevalidateDDs

Disb. By Inst.Reconcile Report Progress

Check dual claimsClosure Recover

Eligibility/Reject

Field Inspect

Dispatch D.D

1 2 3 4

7 6

10 11

58

9 1212

13141516

17 18 19 20

21222324

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Delays

Delays

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

“After” - Work Flow of the Scholarship System

•File applications online; scan & upload documents

Students

•Verify Applications and forwards booklets for each welfare department, to the verification officers

Colleges

•Physical Verification of Students and documents (being replaced with AADHAAR authentication)

Verification Officers

•Scrutiny & Sanctions scholarships online and transmits to treasury

Dt. Welfare Officer

•Passes the bills – value of 5 Crores each & Uploads to the CINB – Banks [corp.internet banking]

Treasury

•Transfer funds to accounts of students and colleges

Banks

Key Changes: StudentsApply onlineStudents 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: CollegesColleges must register on the

websiteGive 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– 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

• 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

• 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

Submit to departmentFill Form and submit to dept.Notification Obtain Blank form /

Application

Checking by dept. Automated Consolidate & send

Automated Receive/Ack.

Prep. Proceedings

Automated Educational Inst. Wise list

Segregate into Fresh application / Renewal

Automated Calculation of entitlement

Preparation of D.D

Cross verify

Handle queries

RevalidateDDs

Disb. By Inst.Reconcile Report Progress

Check dual claimsClosure Recover

Automated Eligibility/Reject

Field Inspect

Dispatch D.D

1 2 3 4

7 6

10 11

58

91212

13141516

17 18 19 20

21222324

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

Reduced multi-department silos

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

SOA Services

SOA Services

Value Added

Analysis

Process complexity

analysis [entry points /

validations/duplications/

redundancies

MOE, CTP, CTQ etc

Cause-effect

Analysis

“To-Be” Process Definition

Redesign / Rework

Redesign / Rework

E-Governance Project LifecycleE-Governance

Strategy Development

Current State Assessment

Future State Definition

Implementation approach and

sourcing

Develop and implement T

system

Operate and sustain

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

• 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

• 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

• 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…]