Government Process Reengineering

1. Government Process Reengineering IIIT-Hyderabad

2. 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…]

3. From Transformation objectives to Action plan • Process Interventions • People interventions • Technology interventions • Business model interventions

4. 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…]

5. 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.

6. What is a Good GPR? LEAN GOVERNMENT • Job descriptions expand and becomemulti-dimensional – people become more empowered • The organizational structure istransformed from a hierarchyto a flatter arrangement. • The organization becomes alignedwith the end-to-end processrather than departments. • The basis for measurement of performance moves away from activity towardsOutcome.

7. 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?

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

9. 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 - College • MTF: Maintenance fee – Student

10. PMS Complexity: • 2,200 unique courses. • 14,000 colleges • 1,50,000 fee combinations • 40,00,000 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.

11. “Before” - Scholarship application process 1 2 3 4 Notification Obtain Blank form / Application Fill Form Submit to department 8 7 6 5 Checking by dept. Receive/Ack. Field Inspect Consolidate & send 10 11 12 12 9 Segregate into Fresh application / Renewal Calculation of entitlement Educational Inst. Wise list Eligibility/Reject 14 13 16 15 Handle queries Dispatch D.D Preparation of D.D Prep. Proceedings 18 19 17 20 Cross verify Reconcile Report Progress Disb. By Inst. 23 22 21 24 Recover Revalidate DDs Check dual claims Closure

12. Scholarship application process 1 2 3 4 Department driven Department driven Cumbersome Notification Obtain Blank form / Application Fill Form Submit to department Delays 8 7 6 5 Bogus applications duplicates Checking by dept. Receive/Ack. Field Inspect Consolidate & send Delays Corruption 10 11 12 12 9 Segregate into Fresh application / Renewal Calculation of entitlement Educational Inst. Wise list Eligibility/Reject 14 13 16 15 Collusion between Inst. & Students Delays Handle queries Dispatch D.D Preparation of D.D Prep. Proceedings 18 19 17 20 Cross verify Reconcile Report Progress Disb. By Inst. 23 22 21 24 Recover Revalidate DDs Check dual claims Closure

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

14. “After” - Work Flow of the Scholarship System

15. Key Changes: Students Apply online Students 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)

16. Key Changes: Colleges Colleges must register on the website Give 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

17. 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

18. 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

19. 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

20. “After” - Scholarship application process 1 2 3 4 Notification Obtain Blank form / Application Fill Form and submit to dept. Submit to department 8 7 6 5 Checking by dept. Automated Receive/Ack. Field Inspect Automated Consolidate & send 10 11 12 12 9 Segregate into Fresh application / Renewal Automated Calculation of entitlement Automated Educational Inst. Wise list Automated Eligibility/Reject 14 13 16 15 Handle queries Dispatch D.D Preparation of D.D Prep. Proceedings 18 19 17 20 Cross verify Reconcile Report Progress Disb. By Inst. 23 22 21 24 Recover Revalidate DDs Check dual claims Closure

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

22. “As-Is” Vs “To-Be” Analysis through Flow charts etc SOA Services SOA Services

23. Value Added Analysis MOE, CTP, CTQ etc Process complexity analysis [entry points / validations/duplications/ redundancies Cause-effect Analysis

24. “To-Be” Process Definition

25. Redesign / Rework

26. Redesign / Rework

27. E-Governance Strategy Development Current State Assessment Future State Definition Implementation approach and sourcing Develop and implement T system Operate and sustain E-Governance Project Lifecycle 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..

28. 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]

29. 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

30. 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…]