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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
RegistryDeclaration Means of
proof
Civil
Registration
Notification of
vital eventl
Health
Nation
Statistic
Estatistic
CRVS
System
Interfaces
Identity
Card
Health
services
Education
Social
Protectio
CertificateBoletim
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

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Balance Innovations in Backoffice Improvement and Service Delivery A study case of Civil Registration System in Angola - 12th CONTECSI

  • 1. Balance Innovations in Backoffice Improvement and Service Delivery A study case of Civil Registration System in Angola Cláudio Machado CONTECSI 2015 São Paulo - Brazil
  • 2. The dilemma of burocracy: improve backoffice or service delivery?
  • 3. Agenda 1. APAI-CRVS 2. Angola 3. Process Improvement + Service Delivery 4. Conclusions
  • 4. 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.
  • 5. Angola • Independence: 1975 • Population: 24 M (Census 2014) • Civil war until 2002 • Many facilities of Civil Registration was destroyed during conflicts
  • 6. Huge backlog • 8 million people without documents • Nation Plan for expand service delivery • Mobile services for rural areas
  • 7. Dinâmica do Sistema CRVS RegistryDeclaration Means of proof Civil Registration Notification of vital eventl Health Nation Statistic Estatistic CRVS System Interfaces Identity Card Health services Education Social Protectio CertificateBoletim
  • 8. Business Process • Business Process analyze by client perspective; • End-to-end process; • Cross functional board; • Maturity model • Keep it simple, stupid. (KISS)
  • 9. 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
  • 10. 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.
  • 11. 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