Business process reengineering final 12 july 2017 bcs admn academy (1)

Business Process Re-engineering
for Corruption free and quality Service Delivery:
Role of Civil Servants
By
Dr. Md. Shamsul Arefin
12 July 2017
BCS Administration Academy
January 4, 2018

 Constitutional Mandate
 It is the duty of every citizen to observe the Constitution and the
laws to maintain discipline to perform public duties and to protect
public property. ( Article 21.1)
 Every person in the service of the Republic has a duty to strive at
all times to serve people ( Article 21.2)
 The state shall create conditions in which persons shall not be
able to enjoy unearned incomes ( Article 20.2)
 NIS Mandate
 The government believes that the fight against corruption cannot
be won by prosecution alone, an inclusive approach based on
value, moral, ethics and integrity are necessary.
 The National Integrity Strategy captures this approach to help
prevent corruption in public offices.( Preamble of NIS)
January 4, 2018Dr. Md. Shamsul Arefin

Business Process Re-engineering
For Corruption free and quality Service delivery
Business Process Re-engineering (BPR) is
the analysis and redesign of
workflow and processes
within and between
Organizations
 To achieve Dramatic improvements in
critical measures of performance .. such as
Cost, Quality, Service and Speed.
- Michael Hammer & James Champy, 1993

Symptoms of Poor Service Delivery
that invites Corruption
Confusion about procedures
Long Queues at delivery points
Multiple Visits to Government Offices
Pillar-to-Post
 Outcome is in Suspense
OK or NOT OK !
 Gatekeepers at every turn
 Poor Quality of Service
 Service is a Mercy - not a Right
Too many Intermediaries

Root Causes of Poor Service Delivery
Legislative
Intent
Process
Problems
Delivery
Channel
Problems
Corruption
and
Bribery
Problems
BPR is an important part of the Solution

3 Goals of BPR
1. Customer Friendliness
▫ Meeting customer requirements closely
▫ Providing convenience
1. Effectiveness and corruption free service delivery
▫ Outcome-based approach
▫ Service is not a Mercy - is a Right
▫ Using Minimum stages to provide final service
1. Efficiency
▫ Cost
▫ Time
• Effort and speed are needed to provide for both higher quality services and
better value for tax payers’ money with adaptation of certain management
techniques from the private sector .

BPR in Short

BPR framework
The seven steps of the framework are
1)Initiate a new process of reengineering and prepare a
business case;
2)Negotiate with senior management to get approval to start
the process of reengineering project;
3)Select the key processes that need to be reengineered;
4)Plan the process of reengineering activities;
5)Investigate the processes to analyze the problem areas;
6)Redesign the selected processes to improve the
performance and
7)Ensure the successful implementation of redesigned
processes through proper monitoring and evaluation.
January 4, 2018

Cross et al’s Framework for BPR
Customer
Requirement analysis
Design
specifications
High-level design
Detailed design
Pilot new
design
Transform the New Service delivery
Baseline
analysis
Current
process review
Design options
Model/validate
new design
Build in ICT
Design
principles
Analysis
Phase
Design
Phase
Implementa
tion Phase

12 Attributes of Customer-friendly Service Delivery
1. Simple
2. Need-based
3. Certainty
4. Speed
5. Convenience
▫ Place
▫ Time
▫ Channel
6. Equitable
7. Responsive
8. Customer-centric
9. Quality of Service
10.Cost-effective
11.Accessible
12.Assisted

Service Delivery Channel Problems
• Jurisdiction
 too many ‘narrow domestic walls’ !
 too many ‘single windows’
• Unrestricted timing
• Sub-optimal delivery networks
• No choice of delivery channels
resulting in delay, malpractice
• Delivery Agents unsuitable ( in some cases)
 Unqualified
 Untrained
 Unequipped
• Lack of empowerment of front-end people
• Lack of dedicated delivery teams
• Comprehensive regulation is needed because the discretion of many public
officials is unrestricted and this systemic weakness is intensified by poorly
defined, ever changing, and poorly disseminated rules and regulations

Asking for too
much information
Lack of performance
measurement systems
Single point or
one stop delivery
Controls instead
of facilitation
Scope of Automation
Burden of proof
thrown on Citizen
Attachments, Annexures, Attestations
Heavy reliance
on manual systems
Bundle offer
Too many areas
of Discretion
Complexity of
Rules & Regulations
Compensation
for delayed service delivery
Surrounde
d by Dalal
Service Delivery Problems and
Opportunities

International Experiences of BPR
 In Britain, they set performance measures, benchmarking and customer-
service standards.
 The Australian and New Zealand Civil Service are both well advanced in the
application of private sector management practices (IPA, 2005).
 The Danish and Canadian civil servants adopted customer-friendly
techniques from the private sector.
 Irish public administration achieved an effective and quality service that is:
customer friendly, run at an acceptable cost, and aims to ensure its activities
add value to the customer.
They all did:
1. Establishment of client-centric service objectives;
2.Development of process, outcome-based measurement of service effectiveness;
3. Realignment of organizational structure.

Bangladesh Context
Exploring innovative ideas to prevent corruption
Innovation Fund (one kind of BPR)
 Is providing real value-for-money for the taxpayer by maximizing
efficiency and eliminating waste
 Is focused on improving organizational and individual performance
with a real commitment to excellence in service delivery.
 Grooming the young generation of innovators in providing
people-friendly public services and preventing corruption
 Provide Seed funding to pioneering and creative innovations for
better public service delivery
 Enhance capacity of small-medium initiatives working to find

Bangladesh Context
The Innovation Team is responsible to
 Bring qualitative changes in the internal work process and service
delivery in respective office
 Ensure qualitative changes in internal work and service delivery
processes
 Simplify the existing practices
 Prepare annual action plan on above and ensure implementation of
the plan
 Prepare yearly report on innovative efforts/practices of respective
office by 31 January of every year, submit it to the Cabinet Division
and publish on respective website.

Some examples of Inconsistency
1.The Dhaka City Corporation (DCC) builds and maintains roads and
issues riskshaw licenses, but motor vehicle licensing and driver
licensing is the responsibility of the Bangladesh Road and Transport
Authority (BRTA).
1.On the other hand, the Dhaka Metropolitan Police (DMP) checks
motor vehicle driver's licenses and manages city traffic and the
Department of Environment monitors the emission of black gas emitted
by motor vehicles.

Some Examples of Inconsistency
It is never known who is supposed to own and manage the
manholes in a particular area of Dhaka City, and there is a
serious coordination problem in this regard between DCC and
DWASA.
Similarly, while surface drains are the responsibility of the
DCC, the sewerage system is manned by DWASA, and owing
to this dual administration, the two organizations constantly
get away by blaming one another for the poor waste disposal
and water logging in the City, while the citizens continue to
suffer.

a.In Dhaka city around forty organizations are involved in the
provisioning of numerous services/utilities. RAJUK for city planning
and development control, DWASA for providing water supply
drainage and sewerage service, BTCL for fixed-line telephone,
DESCO/DPDC for power supply and Titas for
household/commercial gas supply.
b. Alongside, transportation service, real estate, mobile
telecommunication, Internet service , Dish service are playing active
role in managing their services
c. These service providers operate in a fragmented fashion.
Mobile telecommunications are setting Antenna anywhere in the city
that creating health hazards seriously. No legal framework to
monitor.

a.In Dhaka city where agencies like Rajuk, Bangladesh Power
Development Board (BPDB), Water and Sewerage Authority
(WASA), Directorate of Public Health Engineering (DPHE), BTCL,
Titas Gas, etc. have similar urban development functions and are
providing various utility services to the city dwellers.
b.It is often observed that after a road has been built or developed by
City Corporation, Rajuk or R & H, it is very often dug by City
Corporation itself, WASA for laying water lines or BTCL for laying
cables or Titas Gas for laying Gas pipe lines in different times.
c. How long do we allow these inconsistencies to continue? Do we
want value for public money to be realised.?

Some Ideas to bring changes
(Thought Generating Points)
 Sunshine Laws to be strictly followed
 Compensation for delayed service delivery
(Passport within 50 min to be delivered, if not, citizen will be getting
one
taka for each minutes delay).
 Teaching staff, ( not all, only who are reported) not the student, during
Public Exam should be displaced.
 One subject failed, student does not need to stay one full year to appear
at the next examination.
Customer Service Commitment ( A declaration is needed)
 we are committed to providing safe, dependable, and convenient
service to our customer.
Making a claim for delay
 If your case has been delayed, you may be eligible to claim
compensation for this.

Thought Generating Points
Parents are not choosing the educational institutions
(schools/colleges) that are located nearby houses, as best option for
their kids, rather they are sending children far away from their houses
and thus creating extra pressure on road. (School Zoning )
City Corporation prepares quarterly municipality tax bill for its
clients, but other Utility Providers are sending their bill to (24 lac)
clients every month instead of three months & thus compelling them
to jump over road ( for Banks) to pay bills that creating extra pressure
on roads and banks. ( quarterly bill)
For 12 million people, Outside Dhaka city, there are as many as 8
location of Courts of Justice on an average, but in Dhaka city for the
same population instead of 8, only one location of Court that creating
extra pressure on road and extra expenses .

 Now NID has been provided to all citizens. Their identity is revealed.
The data base of criminals are well maintained by Special Branch of
Police. Now is there any necessity to issue passport after getting police
verification.
 During British rule, no photocopy machine was used. People did their
certificate copied by hand writing. Then it was mandatory to get it as a
true copy attested by another officer. Fraud detectable machines are
available. Now is it necessary any more? ( PSC started practice but a
circular is needed from Cabinet Division)
 Through out the world , viva voce is taken before final recruitment to
see physical condition ( retardation, lunacy, disability etc) of the
candidate. For which 5-10 marks are sufficient to check. Should we need
to keep marks more than this? (Employment gray area)

 For social safety net program, it is necessary to create a database of
different kind of people. Do we need to get list every time from the
local council.
 Every where in the world for establishing good relation between the
owner and tenant, approved Rental Agency works.
Should we really need a Rental Agency to renting out houses?
 Many places in the world, we see Loan Arbitration Board to
settle interest issues of borrower like farmers - poor producers.
Do we like any Board that will continuously settle disputes of
interest of petty borrowers.
 Marginal producers/retailers do not need to pay any toll, levy in the
village market in many developing countries. Only whole seller and
merchant (who buy things for business) pay toll or levy in rural

 In many countries, Wage Earners enjoy special kind of VIP lounge
at the airport and they get extra care in the airport like VIP upon
arrival. Do you like to frame any regulation for them in honoring their
hard earned income and contribution to the economy ?
 In some countries, transfer and posting of employee is done with
consultation. Do you like to frame any regulation that without
consultation with the service holder no transfer and posting order
will be made.
 Do we feel any necessity to frame a draft Act of the Project
Monitoring and Evaluation for effective implementation of the
project. ( construction and procurement gray area)
 Compact Rural Township/ Land use plan enforcement act for
saving and protecting Agricultural land

 Officials are allowed to apply for citizenship in many countries of
the world where only intimation is necessary, no prior approval is
required. Do we like to discuss on the issue in a global village
concept where Brian drain concept does not exist anymore.
 Capital Development Authority does not sell and buy, They make
provision only for development framework . In some cases, if they
sell, they do not control further directly , they only offer regulatory
framework, where private actors play.
 Contracted value/ money can not be changed during contracted
period ( each year inflation is counted in TD) , Do we agree? Construction gray
area
 AG office should take responsibility once bill is passed.
 Sub Register should take responsibility once deed is registered.

Result of BPR in Botswana
Enhanced citizen satisfaction: 90 per cent
Enhanced organizational transparency: 89 per cent
Improved organizational responsiveness: 94 per cent
Improved service delivery: 92 per cent
Enhanced team/collaborative working culture: 91 per cent
Improved the rate of employee satisfaction :78 per cent
Enhanced the culture of valuing customers: 88%
Finally Organizations achieved above 50 per cent reduction in process
cost, work steps and processing time respectively and improved their
process performance. (Ref: the effect of business process reengineering on public sector
organization performance of Botswana )
January 4, 2018

Corruption free Service Delivery
Expected Role of Civil Servants
 Reduction of discretionary Authority
 Redesigning in the Financial management (delegated
administrative and financial authority must be followed
strictly).
 Place a proposal for January- December Budget year mentioning
difficulties of spending allocation of forth quarter in rainy season.
 Releasing fund in due time (1st
day of concerned quarter)
of development and revenue budget. Forth quarter, sometimes sent
in June, spending those is difficult.
 Fixing responsibility as per law in all levels including the
Accounts , Registration and Land Administration
 Regular RTI Fair by each public office.
 Crash program for meeting up audit objections
 Behave like a Role Model
 Ensure Delegation, Decentralization and Devolution
 Compilation of all rules, acts and regulations , circulars of
business process for a Procedural Manual.

Expected Role of Civil Servants
 Using Citizen’s Report Card ( CRC)
 Uploading Mobile Apps of the office and allow people to lodge complain
 Using Whistle Blower’s protection act at the public office.
 A Booklet of Model case issued by each public office
depending on our nature of public service.
 Integrity pledge.
 One stop services
 Code of conduct to be signed by each public officer
Develop a Evaluation Form for customers
(Are you satisfied , if not why please comment)
Using social accountability tools ie Public Hearing, GRS, Social Audit etc.
Disposal of cases in weekly meetings in the public offices. In addition to its
routine disposal
Payment of compensation for delayed service
 Citizens centric rules not department centric
Value for money needs to be realised in every public expenditure .
 Listing the best practices of our office.
January 4, 2018

Group Exercise:
Marks will be given on your presentation which marks will be finally
submitted to the course authority for their consideration.
Total 10 Marks
You pl. divide yourselves in to four groups: Each group will get 5 minutes for
preparation and 5 minutes for presentation
1.Being a civil servant, what is your action plan to ease the traffic jam in
Dhaka city. Not more than ten points ( Just mention main points)
2.Being a civil servant, what is your action plan to rationalize economic way
of electricity consumption in Bangladesh.
3.Being a civil servant, what is your action plan for using more sunlight than
electricity.
4.Being a civil servant, how you can ensure effective service delivery
provision of the government services.

Conclusion
 The motivation to earn easy way income is still extremely strong.
 Role Model is required in each office who will act as a living
legend of Ethics.
 We should show zero tolerance to rent seeking behavior.
 We should bring Efficiency, Effectiveness & Customer-friendliness
 Our office Acts should be citizen-centric not department-centric
 Citizens’ report cards, community score cards, public hearings
and social audits can be commonly used in monitoring the delivery
of public services.
 Moving a culture of acceptance of corruption to rejection of
corruption.
 Staff must be identifiable and the wearing of name badges
 Half yearly work completion report systems in bullet points ( twice in a year)
 In each case, Value for Money to be realized

Dr. Md. Shamsul Arefin January 4, 2018

Business process reengineering final 12 july 2017 bcs admn academy (1)

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