Project Components
This project re‑engineers and streamlines government procedures to enhance service quality, unify processes and align them across agencies. It maps existing workflows, eliminates redundancies and redesigns processes around citizen and business needs. The project integrates digital technologies and prepares guidelines for implementing and monitoring the new procedures.
A. The Challenge
Fragmented, complex and outdated procedures hindered efficiency and user satisfaction. Agencies operated in silos, leading to duplication and inconsistent service experiences.
B. Our Solution
We carried out end‑to‑end process mapping, engaged stakeholders to identify pain points and applied lean and service design principles to simplify processes. Digital tools were introduced to automate tasks and enable seamless information sharing.
C. Key Achievements
Re‑engineered procedures reduced processing times, improved interagency coordination and enhanced customer satisfaction. The standardised processes created a foundation for further digital transformation and service innovation.
Project Particulars
Client:
Ministry of Economy and Planning
Start Date:
2021
End Date:
2022
Service Area:
Customer Experience, Quality and Institutional Excellence
Client Sector:
Government
Duration:
One year
Client URL:
Status:
Completed