Business process re-engineering is a means of maintaining the effectiveness of public services as public needs and expectations change over time, and as innovation in process and technology provides opportunities for changing the way services are delivered.
Re-engineering involves rethinking and redesign of the processes being used to deliver a service in order to achieve the underlying objectives more effectively. At its heart, re-engineering involves stepping outside existing organisational boundaries and seeing the service process and its objectives as a whole, so that opportunity to deliver the service in ways that achieve better outcomes can be found.
To help government agencies – whether individual departments or several departments under one or more policy bureaux – undertake business process re-engineering, the EU can offer a range of support, including:
it helps to identify underlying issues and problems and develop practical solutions, whether through adoption of new technology or new service practices.
re-engineering often requires changes in long established ways of doing things. Change management is the discipline of managing change through engagement of the staff who will be affected, drawing on their insight and helping them to understand and adapt to the change. EU teams can help to engage staff through the entire change process to foster their understanding and involvement. Where necessary, we can arrange or provide training and support to help staff in adjusting to the new practices and help reduce anxiety and stress that can be brought by change.
the best recommendations are of no value unless successfully implemented. EU teams can work together with departments to implement recommendations from consultancy studies in a project management or project advisory role, in detailed planning or in system development. We can also assist in the important step of post-implementation review, to help capture learning that can be applied to further improve services.