Balance Innovations in Backoffice Improvement and Service Delivery A study case of Civil Registration System in Angola.

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