Process of Process Innovation Australian Lcoal Authority Case

2. Process of Process InnovationAustralian Lcoal Authority Case eGovernment is a journey of transformation of internal & external processes of government using ICTs to provide efficient & user focused services to citizens, businesses & other stake holders (Borham et al 2000) Should Process Innovation for eGovovernment be Evolutionary or Revolutionary?

3. Outline Environmental Analysis eGovernment Perspectives Research Question Methodology Discussion & Conclusions

4. Outline Environmental Analysis Global National eGovernment – Australia State Level eGovernment – Australia Local Authority Level.Australia Internal Environment - City of Plenty (Case Study) eGovernment Perspectives eGovernment City eGovernment, (Paskaleva, 2008) E-Readiness City E-Readiness (Paskaleva, 2008)

5. Outline…..contd Research Question How city council Undertook Process Re-design for Embarking on City eGovernment?

6. Methodology Methodology Case Study Research (Yin, 2003) Action Research by redesigning core/strategic process (Planning Permit Process) Edward De Bono Workshop Sampling Archive Files Walkthro with a customer Semi structured Interviews with employees

7. Discussion & Conclusions Themes Emerged for eGovernment People Challenges Organizational Challenges Technology Challenges Interplay of People, Organization and Technology Constraints from elected representatives Recommendatons

8. Discussion&ConclusionsThemes Emerged Citizen to be recasted as Citizen – Customer Citizen to be recasted as Citizen – Stakeholder City eGovernment considered as State Social Responsibility (SSR) Incremental vs One-shot Process Re-design Process Re-design In-house or Outsource ?

9. Discussion&ConclusionsPeople challenges Complacency and Status Quo, Resistance to Change, Technophobia Adhocracy, Physical Process Favor, Process possessive & Job Insecurity Mindsets

10. Discussion&ConclusionsTechnology Challenges Technology – Islands, Insufficient/snapshot training, Missing records in ‘Authority ‘ Database Technical snags in transfer of archives to a database

11. Discussion&ConclusionsOrganisatioanl Challenges Departmentalism, Silo thinking, process Territorial Mindsets Process passiveness

12. Incremental versus One Shot Process Innovation? Incremental Innovation allows: Re-skilling employees and citizen-customers Fitting re-designed processes to re-designed organizational structures

13. In-House or Outsource? Process Innovation – In-House vs Outsource Process of In-House Process Re-design - Challenges

14. New Process ImplementationChallenges Process Implementation – Will and Skill Designing and Aligning Process Stakeholder Participation Re-designed Business Processes Management Speed, Cost, Quality, Learning Transaction Cost & ROI Cost Benefit Aspects…

15. Recomendations Customer (Citizen-Customer) in eGovernment is indispensable Process Re-design should be in-house with trained personnel picked from across organisation Process Redesign teams should report directly to CEO Radical changes proposed at design stages not to be watered down during implementation stage Effective management of Organisational Transition to new technology, processes &Oranisational structure

16. Recommendations..Contd Council should become Process-centered i.e. around horizontal processes (ex. Ericsson, Sweden) with clearly spelt out process owner with a process mission Regular training of employees during process management Creating Customer-centric Organizational Culture Up-front buy-in of re-design projects from all levels of employees Promoting clear, open and constant communication with all stake holders Strategy, Technology, Organisation and People & environment need to be examined before, during and after initiation of eGov project

17. Process of Process InnovationAustralian City Council Should Process Innovation for eGovernment be Evolutionary or Revolutionary? Evolutionary….

18. Thank You Karna S. Rao Email : raokarna@yahoo.com Phone Japan 81 0804164 8958, Australia 61 413792591