A standard BPR toolkit was developed and the BPR process will be implemented across all business licensing Sectors.
Business Process Re-engineering (BPR) Toolkit for "hands-on" Implementation
What to do?
(Steps to executing an
end-to-end BPR exercise) |
How to do?
(Methods & techniques for execution) |
Step 1:
Identify agency / sector / ministry |
- Determine pilot sectors for business licenses
- Zero-in on client-facing agencies
|
Step 2
Identify BPR Driver / Subject Matter Expert (SME) |
- BPR Driver / SME to be independent of the agency
- Establish a dedicated team in the agency to work with the Driver
|
Step 3
Map & review AS-IS licenses |
- Identify & prioritise licenses with problem areas
- Identify licenses that can be applied via composite, conditional or blanket application
|
Step 4
Design TO-BE ideal state processes |
- Conduct benchmarking exercise
- Categorise & sequence licenses into mandatory & optional application
- Validate with process owners
|
Step 5
Analyse & bridge gaps |
- Identify differences between AS-IS & TO-BE processes
- Bridge gaps with Critical Success Factors
|
Step 6
Streamline processes |
- Refine TO-BE process-more pragmatic to the agency
- Re-validate with process owners
- Finalise license categories & application methods
|
Step 7
Automate 'sanitised' processes |
- Convert the finalised 'clean' manual processes into single online business licensing system
|
What Will You Get? (Overall key returns & desired outcomes)
Strategy
- Clear org. objectives & vision
- >↑ Governance
- Standardised options to license application (e.g individual blanket, composite & conditional)
Operations
- Standardised processes
- ↓ Redundant processes & overlapping functions
- ↑ Efficiency & effectiveness
- Clear SOPs
Financial
- ↑Cost savings with reduced processes & manpower (conversion from counter manning to online system)
Technology
- ↑Speed of delivery
- Real-time performance measurement & monitoring
- Dashboard analysis
As part of the toolkit development process, the lab conducted an exercise to reduce the number of mandatory licenses to operate a hotel. The following recommendation is a sample of how the BPR process can be carried out. Implementation of this recommendation is currently being reviewed.
2012/01/10