Mr. Jawed Mansoor, Dr. Muhammad Shahid Shams, and Dr. G. Farooq Mansoor
Volume 5 Issue 2 | Jun 2022
DOI: http://dx.doi.org/10.31841/KJEMS.2022.119
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Abstract
Recently the public sector of Afghanistan made a series of reforms to improve its service delivery and eliminate widespread corruption. The National Examination Authority (NExA) being one of them has made dramatic reforms aiming for a corruption-free and transparent process. The main purpose of this study is to explore the efforts of Business Process Re-engineering (BPR) in the public sector using NExA as a case study. The study adopted a qualitative methodology, with an inductive approach, while the philosophy of the study is interpretivism and organization as the unit of analysis. Based on the in-depth interviews, this study found that as a result of the business process reforms, the examination process has improved vastly in terms of transparency, cost, efficiency, and citizen happiness. This study also, found that Information Technology (IT) played the main enabler role in the process. Other enablers were sound leadership, teamwork, political and financial support, commitment to change, and merit-based recruitment. Resistance, bureaucracy and insecurity were the constraints for BPR implementation. This study further provides recommendations for the policymakers in terms of smooth implementation of the business process re-engineering in the public sector organization. Limitations and future implications are also discussed.