Business Process Re-engineering Division

Mandate Objectives BPR Scope of Framework Standards Contacts

                        Improve service delivery by setting and monitoring public service performance standards, through business process reengineering and performance audits.

• Facilitate Ministries/Departments to participate in the re-engineering of processes.
• Enhance public service business processes by developing and setting performance standards.
• Monitor the performance of processes and impact on service delivery.
• Manage public customer feedback system.

The Business Process Reengineering initiative was introduced in March 2006 with the objective of improving service delivery by setting and monitoring public service performance standards thus creating and maintaining a waste-free Public Service.  Our primary strategy for improving service delivery to our customers is to improve government business processes.  

In pursuance of its mandate, Business Process Reengineering Division will ensure that the Public Service is more flexible, responsive, efficient and effective in its service delivery.  This is an integrated initiative that will not only focus the business processes, but will also address the service environment.

1.1             The Directorate of Public Service Management (DPSM), under its Human Resource Management mandate will provide efficient and effective service delivery for; and in partnership with Government, Ministries, employees and other stakeholders.  In pursuance of the DPSM mandate BPR will:

1.1.1      Develop and publish service standards.

1.1.2      Monitor and enforce compliance with and promote improvement in these standards.

1.1          The customer service standards in this framework were set and tested during the reengineering and auditing stages of the BPR exercise. The standards are in two categories; the generic and unique. Generic standards are those applicable across the entire Public Service (see Annexure 1), while unique standards are those specific to Ministries/Departments (see Annexure 2).

1.1             The standards will enable the Public Service to:

                         Customer Focus

(a)        Deliver to its customers a consistent level of services.

(b)          Inform customers about service delivery expectations and solicit feedback from  customers.

(c)           Play a leading role in driving customer service standards and in engaging people and communities in shaping future government activities and legislative framework.

(b)          Identify areas where customer services must integrate with other activities of the Public Service.

Internal Focus

(a)       Prioritize the elements that are important, allowing them to focus their efforts and resources on achieving realistic improvements within a time-bounded period.

(b)        Hold its officers accountable for the attainment of these standards.

(c)        Identify areas for improvement in the delivery of services.

                        (d)      Measure and assess compliance with set standards.

                                                        Click links below to view the standards

                     Customer Service Standards Framework   Generic Standards  Unique Standards   Process Maps For Generic Standards

 

Contacts

Postal Address: Private Bag 0011 Gaborone Botswana

Email Address Director-dpsm@gov.bw bpr-dpsm@gov.bw

Telephone/Fax: Telephone: +267  362 2600 Fax:          +267  397  1293

 

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