This is a slide show of a paper presented at the EGOV conference held at IDHEAP, University of Lausanne, Switzerland, during 29th August to 4th September, 2010. Full paper can be obtained from the author at s.raokarna@gmail.com

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

5. Global

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

9. Case Study Research (Yin, 2003)

10. 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

12. People Challenges

13. Organizational Challenges

14. Technology Challenges

15. Interplay of People, Organization and Technology

16. Constraints from elected representatives

18. Citizen to be recasted as Citizen – Stakeholder

19. City eGovernment considered as State Social Responsibility (SSR)

20. Incremental vs One-shot Process Re-design

22. Resistance to Change,

23. Technophobia

24. Adhocracy,

25. Physical Process Favor,

26. Process possessive &

28. Insufficient/snapshot training,

29. Missing records in ‘Authority ‘ Database

31. Silo thinking, process

32. Territorial Mindsets

34. Re-skilling employees and citizen-customers

37. Designing and Aligning Process

38. Stakeholder Participation

39. Re-designed Business Processes Management

40. Speed, Cost, Quality, Learning

41. Transaction Cost & ROI

43. Process Re-design should be in-house with trained personnel picked from across organisation

44. Process Redesign teams should report directly to CEO

45. Radical changes proposed at design stages not to be watered down during implementation stage

47. Regular training of employees during process management

48. Creating Customer-centric Organizational Culture

49. Up-front buy-in of re-design projects from all levels of employees

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