Course Outline

Introduction and Overview

The What and Why of Business Process Re-engineering (BPR)

  • Maximizing Competitive Advantage Through Radical Redesign for Government
  • The Necessity of Re-engineering in Public Sector Operations
  • Determining the Scope and Boundaries of Re-engineering Efforts
  • Focusing on Business Processes to Enhance Efficiency and Effectiveness
  • Achieving Cost Reduction and Revenue Generation Goals for Government

Applying the Proven CLAMBRE/UML Framework for Re-engineering

  • Modeling Standards: UML and BPMN for Government Applications
  • Distinguishing Between Customers and Stakeholders in Public Sector Contexts
  • Identifying Key Activities and Information Structures for Government Processes
  • Incorporating Creative Right-Brain Thinking in Re-engineering Initiatives for Government

Targeting the Customer

Exploring the Customer Interface for Government Services

  • Expanding Customer Roles Through Aggregation in Government Programs
  • Refining Customer Types Using Generalization Techniques for Government Audiences
  • Establishing Accurate Customer Profiles to Enhance Service Delivery for Government

Documenting Customer Values and Needs for Government Services

  • Differentiating Between Service Provision and Product Supply in Government Operations
  • Evaluating Customer Satisfaction: Quality, Flexibility, Speed, Cost, and Service for Government
  • Categorizing Customer Relationships Using the PRIDE Checklist for Government
  • Assessing How Effectively Government Business Processes Meet Customer Needs

Modelling the Business Process for Government

Pinpointing Processes for Re-engineering in Government

  • Uncovering Core Business Processes within Government Agencies
  • Selecting Suitable Metrics to Assess Process Performance for Government
  • Detecting and Addressing Business Process Antipatterns in Government Operations
  • Presenting Findings to Senior Management in Government Organizations

Describing Worker Roles and Responsibilities in Government Processes

  • Identifying Anomalies in Worker Roles Using Cross-Reference Matrices for Government
  • Mapping a Business Process Using UML Activity Diagrams for Government Applications
  • Partitioning Activities Between Roles to Enhance Efficiency in Government Operations

Analysing the Business Process for Government

Detailing Business Processes for Government

  • Selecting Appropriate UML Tools for Government Use
  • Scoping the Process with UML Use Case Diagrams for Government Applications
  • Pinpointing Key Business Actors in Government Operations
  • Modelling Alternative Workflows to Improve Government Processes
  • Capturing and Addressing Ineffective Business Activities in Government

Exploring the Business Structure for Government

  • Revisiting Organizational Infrastructure to Enhance Government Operations
  • Mapping Information Using Class Diagrams for Government Applications
  • Utilizing UML Business Stereotypes for Government Processes
  • Designating Process Architecture with Communication Diagrams for Government
  • Removing Restrictive Structures to Improve Government Efficiency

Redesigning the Business Process for Government

Maximizing the Benefits of Information Technology in Government

  • Leveraging Web-Enabled Technology for Government Services
  • Facilitating Interaction Through Social Spaces for Government Engagement
  • Designing Future-Proof Business Systems for Government Operations
  • Implementing Business Intelligence Solutions for Government Decision-Making
  • Utilizing Enterprise Information Systems to Enhance Government Processes

Redefining Customer-Process Boundaries in Government

  • Adapting Government Business Processes to Benefit Specific Customer Types
  • Integrating and Capitalizing on Technology Opportunities for Government Services
  • Personalizing the Process to Meet Individual Needs for Government Customers
  • Meeting and Exceeding Customer Expectations in Government Operations

Creating the New Process Using Best Business Practices for Government

  • Incorporating Proven Business Patterns in Government Processes
  • Resolving Process Anomalies to Enhance Government Efficiency
  • Comparing Strategic Alternatives for Optimal Government Outcomes
  • Ensuring Durable and Reliable Information Management for Government Operations

Rolling Out the Re-engineered Process in Government

  • Re-educating the Workforce to Adapt to New Processes for Government
  • Linking Metrics with Customer Satisfaction for Government Services
  • Supporting Ongoing Process Improvement in Government Operations
  • Monitoring and Measuring Results to Ensure Success for Government
  • Demonstrating Success and Impact of Re-engineering Efforts for Government
 21 Hours

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