Newgen Pulse ? Achieving Effective Citizen Services through ...

Achieving effective citizen services?is the single most important objective of all e-Governance initiatives. Several major initiatives such as online registration, e-filing of returns, building approvals, waste management in municipalities, certificate issuance, etc. have been taken?by governments?to meet this objective.

These processes?need to be monitored?and controlled, rolled out quickly and changed for delivering new?and better services to citizens.???Thus it becomes imperative to implement?an effective Business Process Management system for delivering citizen centric services.

BPM addresses the challenges faced in delivering effective citizen services

• Efficient Tracking and Monitoring of Citizen Service Requests

  To provide effective citizen services, it is imperative to ensure that service requests are responded to in the defined timelines. For achieving this, a system should be put in place for monitoring and tracking of requests.? Strong exception handling and escalation capability is also required. BPM brings increased visibility through dashboards and monitoring, resulting in faster response times to citizen requests, leading to better adoption of the system and project success.

  For e.g. If time frame of 10 days is defined for issuance of Identity Proof? then adherence? to the time line would require real time tracking & monitoring of requests. If any exception is found such as ?Date of birth not filled? or ?Photograph not clear?, it can be routed for taking appropriate action. Such exceptions can be isolated and tracked to closure to ensure the services are delivered to citizens.

• Flexible workflow for cross department functioning

  Delivering Citizen-centric services requires multiple approvals, workflow, processing etc. These workflows involve lots of human decision-making and are document & form-intensive. These workflows require flexibility and cross-department functioning. This requires forms to be made available online for citizens to avail the services. These forms need to have the provision of attaching documents and triggering a route for respective departments to process this request.

• Effective Change Management to support Government Process Re-engineering (GPR) initiatives

  Implementation of these processes involves a lot of reengineering. The solution for any large e-governance initiative cannot be rigid and should be built for change. To effectively support reengineering of such government processes there is a strong need for having a business process management framework that gives control to the process owner for quick and effective change management. This also facilitates quick roll out of any new sub-processes.

• Quick Rollout of new Citizen Services

  E-Governance services are accessed by citizens through online portals, kiosks etc. Once these services are available and being used by citizens, the need to add more and more services becomes meaningful. A strong BPM framework used at the back office to deliver these services can facilitate quick deployment and rollout of new services.

• Leveraging existing investments ? New Solution co-existence with Legacy Systems

  Over a period of time, government departments have put-in a lot of time and effort on automation of various individual functions. Many of these applications are fulfilling their objectives but running in silos. One of the critical success factors for the Mission Mode Projects would be the ability for the new solution to co-exist with and leverage the existing IT investments and legacy applications. The BPM platform provides a framework to integrate these services together and deliver the advantage to citizens quickly without the time consuming process of re-building all applications from scratch.

Using Business Process Management as platform for building such services will effectively meet the needs of government process reengineering, human centric workflows, monitoring dashboards, quick building and rollout of new services, change management etc.

Source: http://blog.newgensoft.com/achieving-effective-citizen-services-through-workflow-business-process-management

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