Public services: a standard process model following a structured process redesign
Business Process Management Journal
ISSN: 1463-7154
Article publication date: 23 March 2021
Issue publication date: 17 May 2021
Abstract
Purpose
Despite widespread adoption of business process reengineering (BPR) for better delivery efficiency of public services, a structured approach continues to elude the most value-adding phase of BPR: business process redesign. From another viewpoint, the rising currency of Whole-of-Government (WoG) and “shared services” initiatives signal an unmissable trend toward resource reuse across public service agencies (PSAs) through business process standardization (BPS). This research invokes BPS into process redesign to produce a process redesign framework (PRF) and deploys the same to build a standard process model (SPM) for services of the government of Albania (GoA).
Design/methodology/approach
The methodology follows the design science research (DSR) paradigm, wherein best practices extracted from literature are synthesized with stakeholder inputs to design the PRF and SPM, both of which are then evaluated with case study research.
Findings
Adoption of PRF/SPM on a WoG basis will not only reduce service lead time but also enable a variety of public services to share the same process, thereby further saving costs for GoA. The research outputs will accelerate reengineering and subsequent digitalization of public service operations.
Research limitations/implications
Implementing SPM will maximize resource reuse and help offer uniform and integrated public services to GoA's customers. It will also enable demand-driven staff mobilization across GoA agencies. The proposed PRF/SPM have limitations in that they consider only flow aspects of service processes with aspects of conversion being ignored.
Originality/value
This research fulfills the need for a systematic approach to process redesign and prepares GoA for a WoG treatment to its BPR efforts.
Keywords
Acknowledgements
This work was performed collaboratively by authors engaged under separate contracts with ADISA (2016), referenced AL-PPA/P.472/CS/IC/1.01.01, AL-PPA/P.472/CS/IC/1.01.06, AL-PPA/P.472/CS/IC/1.01.02 and AL-PPA/P.472/CS/IC/1.01.04. Rudina Mullahi was a Director of GoA's reform programme. The authors respectfully acknowledge support by ADISA leadership, including current and former Executive Directors, respectively Lorin Ymeri and Anisa Gjika. Without it, neither the research nor the paper would be possible.
Citation
Mukherjee, K.K., Reka, L., Mullahi, R., Jani, K. and Taraj, J. (2021), "Public services: a standard process model following a structured process redesign", Business Process Management Journal, Vol. 27 No. 3, pp. 796-835. https://doi.org/10.1108/BPMJ-03-2020-0107
Publisher
:Emerald Publishing Limited
Copyright © 2020, Emerald Publishing Limited