Business Process Reengineering in the Public Sector: The Case of the Housing Development Board in Singapore

Journal of Management Information Systems, Vol. 17, No. 1, pp. 245–270, 2000

26 Pages Posted: 26 Dec 2011

See all articles by James Y.L. Thong

James Y.L. Thong

HKUST Business School

Chee-Sing Yap

affiliation not provided to SSRN

Kin Lee Seah

affiliation not provided to SSRN

Date Written: December 26, 2011

Abstract

Our existing knowledge of business process reengineering (BPR) is mainly derived from the experiences of private sector organizations, which have fundamentally different characteristics from public organizations. This paper represents a first step in understanding how BPR may be different in public organizations. Drawing on the public administration literature, it examines the differences between public and private organizations and their implications for BPR. Following that, it examines the BPR experience of a large public organization through an intensive case study. The case analysis shows that while there are similarities in the BPR experiences of public and private organizations, there are also notable differences. In this specific case, there were social and political pressures to reengineer, press publicity to promote BPR, a reengineering team comprised mainly of neutral staff, performance benchmarks adapted from the private sector, high-level approval for redesigned processes, and a pilot site implementation to secure further funding. It concludes with lessons learned for implementing BPR in public organizations.

Keywords: business process reengineering, case study, information technology, public sector

Suggested Citation

Thong, James Y.L. and Yap, Chee-Sing and Seah, Kin Lee, Business Process Reengineering in the Public Sector: The Case of the Housing Development Board in Singapore (December 26, 2011). Journal of Management Information Systems, Vol. 17, No. 1, pp. 245–270, 2000, Available at SSRN: https://ssrn.com/abstract=1976966

James Y.L. Thong (Contact Author)

HKUST Business School ( email )

Clear Water Bay
Kowloon
Hong Kong

HOME PAGE: http://jthong.people.ust.hk/

Chee-Sing Yap

affiliation not provided to SSRN ( email )

Kin Lee Seah

affiliation not provided to SSRN ( email )

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