Government Process Re-engineering (GPR)
      Process is a group of tasks / activities carried out to reach a (desired) outcome. The government process is any set of activities performed by a Government that is initiated by an event, (e.g. Service Request, Event Trigger, transforms information, materials or business commitments and produces an output (delivery of Service to Citizen /Business of Government).
      Government Process Re-engineering (GPR) concept was emerged from Business Process Re-engineering (BPR) which is defied as “fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service and speed”. (Champy, M., & Hammer, J. (1993). Re-engineering the Corporation: A Manifesto for Business Revolution.) GPR is based on application of concepts of BPR to optimize process for the benefits intended.
      The introduction of e-Jalseva project as a part of MWSIP in Water Resources Department is seen as project arrived at the right time when some reforms are being articulated by the department. The project is initially conceived as Management Information System (MIS) for the entire department and effort was made to create the same. As awareness about e-Governance percolated in the department due to officers undergoing various e-Governance capacity building programmes it was clear that the MIS should be converted into a full fledge e-Governance project with bigger role for all the officers and integrating all processes in the project. While the present version is created more like a MIS application, lot of insight has gone while testing the application and it was felt that the application need to be modified to suit the needs of all the stakeholders.
      Towards, this focused group discussions were carried out at Koyna Design Circle, Pune and it was articulated that all the hierarchies should be able to use the system as well as it needs to be integrated internally within all functional areas and externally with other applications like Sevarth, BDS, digital service book, etc. and also with Land records to reap rich benefits. In order to do that, it is essential that existing modules of the application be relooked into and necessary GPR may be initiated in order to make the application user friendly and all stakeholders can participate on a day-to-day basis.
Objectives of GPR:-
      The objective of the GPR is to identify pain areas in the various processes and functioning of the department in following services and provide simple, faster, efficient, user friendly to be process.
Benefits of GPR:-
• Simple, user-friendly, efficient and faster processes
• Uniformity in processes and service deliver throughout the state.
• Integration and only one time data entry
• Integration with Mobile Gateway for alert mechanism
• The process would be lean and mean.
• It would enable cost and time reduction.
• Provide opportunity for the staff to think and strategies their work regularly as the process is streamlined.
• About 60 % of overall work of MWRD would be on e-Jalseva
Theoretical Approach to GPR:
The theoretical approach of and various stages that are involved in performing GPR are depicted as follows-
Source: Course Material of EPGP-EG, IIM Indore & GPR Workshop by NISG at Pune on 07/10/2013
 
      The first step in the GPR process is the identification and statement of the problem in the current process scenario. This is followed by the definition of the vision and objectives of GPR. Before setting out on process reengineering, the existing processes should be studied and documented. During this phase, data is also collected from the different processes, to understand the processes better and to obtain baseline metrics. The processes thus documented are analyzed using various tools and methodologies, to identify improvement opportunities. This will include identification of value adding / non value adding activities, process complexity and process metrics. During the re-engineering phase, the new processes are designed based on the process redesign drivers. This may involve rework, redesign, outsourcing or replacing of processes / sub processes. The new processes thus defined are implemented, with IT enablement (in most cases). The implementation phase may require changes in the legal framework governing the processes, and change management efforts to smoothen the roll-out.
Approach to GPR in MWRD
      Special GPR Workshop was organised for selected 32 officers of MWRD working at various levels including Executive Engineer, Deputy Engineers and Sectional Engineers having rich experience in the field of construction and management of Water Resources Projects. The details of this workshop is given below-

1) GPR Workshop at Pune:
      Special GPR workshop was organized at Pune for 32 officers from 7th Oct to 11 Oct 2013 in collaboration with NISG. The course was inaugurated by Mr. T. N. Munde, e-Jalseva Project Director and coordinated by Mr. Pravin Kolhe. This is first attempt to understand concept of GPR and apply it for the processes related to MWRD.

2) Methodology:
      It was planned to first understand the GPR concepts and apply those concepts in the process on which group is working. First step to start with is preparation of “As Is” Process Maps & its validation from seniors. Four Field Mapping Template is used for mapping processes and then process analysis is carried out in next 3 month in co-ordination with Mr. Pravin Kolhe, Executive Engineer and Wg Cdr A. K. Srinivas (Retd) who is working as consultant in Project Management office, Pune. Then “To Be” maps will be prepared, which will be validated from senior authorities in a brain storming session. Once formal acceptance for To Be maps is obtained from Government, the same will be developed by the developer and incorporated in e-Jalseva with a release of Version 2. The changes in the existing methodologies and processes is expected in GPR and in order to achieve that it is necessary to amend some rules and regulations. Following picture depicts the brief of approach to GPR in MWRD-
 
3) Selection of Processes and Formation of Groups:-     
      In order to work for GPR, processes were identified using service prioritization and keeping in view the process complexity and its impact. Ten teams were formed which is composed of domain experts from MWRD. The team members selected for the GPR has extensive knowledge gained from experience. The team is composed of lower and middle level officer and details are available here
       In brief, approach to GPR followed in MWRD is represented as-
Current Status
STEP I] Problem Identification:
      Problems in the existing e-Jalseva and manual processes were identified by focus group workshops and during training to end users. Further, requirements for various modules is assessed by inviting suggestions and feedback from end users. Complaints and expectations of stakeholders are gathered. Thus, both pro-active & reactive methods for problem identification are exercised and following problems were prioritized-
 Delay in service delivery due to centralization of power & too many data entry points & manual touch points.
 Non-standardization of service delivery process, which causes rechecking and queries
 Communication gap (interdepartmental & intra-departmental)
 Non-standardization of proposals and certificates
 Resource lacking-Manpower and fund
 Poor record management & disintegrated information storage.
 Poor information retrieval
 Delay caused due to travel time of files & outdated and complex rules and procedure
 De-centralized information storage and no mechanism for updating it.
 Vested interest
STEP II] Vision & Objectives for GPR:
This is the common vision for GPR, but each group is expected to precisely define vision for GPR and state in quantifiable terms.
Objectives for GPR are mentioned below-
 User Friendly & simplified procedures and rules by adopting best practices and international standards.
 Service Quality Monitoring & evaluation
 Effective services and efficiency in terms of Cost, Time, quality & Effort
 Anytime anywhere service delivery with minimum human intervention
 Application of ICT at appropriate places
 Simple, Moral, Accountable, Responsive & Transparent (SMART) services
 Citizen centric accessible services
 
In Brief, Problem statement and Vision for GPR is presented below-
Step-III] Process Study & Documentation (As Is Study)

        In this step, process owners and other stakeholders involved in the workflow are identified by each group after gathering the information available, brainstorming with other process owners at Sub-division, division, circle, regional & ministerial level. After gathering data, relevant acts, rules, manuals, GR related to that process the processes were documented by the group. The study of flow of process flow, actors involved in process, policies, process stages are identified and mapped by group in the form of four field mapping template. Through discussion among domain experts the parameters such as VA/NVA, HoT, HoP, TAT, DEP, etc. are calculated. The As Is process maps were validated from senior officers of department.
At this stage all As Is Process maps of all groups are completed and some maps are being validated form validation group, specially created for that purpose.

Step-IV] Process Analysis

       The purpose of this step is to conduct analysis of the selected processes at the macro and micro level in order to identify bottlenecks and recommend opportunities in delivery of services through eJalseva to employees of MWRD and other stakeholders.
Root cause analysis of process issues and identification of root causes is being carried out in a brainstorming session within the group. The process efficiency is evaluated in terms of VA/NVA activities. The process complexity is analyzed in terms of DEP & HoP. The time calculation such as TAT, HoT etc. is done in order to understand delay causing activities in a process.

Step-V] Process Re-Engineering & Defining To Be Processes

     This is most crucial stage of GPR where, future improved process is defined by eliminating or automating the NVA and redundant activities. The solutions for bottlenecks in As Is process is identified which leads to reengineered process. Various alternative proposals were evaluated in a discussion forum and best solution is selected by the group in consultation with GPR experts. Again To-be processes maps are evaluated and validated by seniors. The necessary legal and regulatory changes needed for re-engineering is also drafted.

Step-VI] Process Implementation & Validation
       This is last but most important step in GPR and as To Be maps will be finalized and it will be given to developer for creation in application software. In this project, this step is yet to come, and it is planned that in 2014-2015, process maps will be made available to Wipro Ltd for implementation of IT system in e-Jalseva. The developed process will be tested and audited, and once it is accepted, end users will be trained to use re-engineering process, after issuing legal and regulatory instructions.
 
This is a dedicated webpage for communication and database creation regarding GPR activities undertaken as component of eJalseva.
 
2013 Pravin Kolhe                                         Page Last Updated on 03-03-2014 11:21:38