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Public services: a standard process model following a structured process redesign

Kamal K. Mukherjee (Indian Institute of Technology Delhi, New Delhi, India)
Laura Reka (Agency for the Delivery of Integrated Services, Tirana, Albania)
Rudina Mullahi (Agency for the Delivery of Integrated Services, Tirana, Albania)
Keldi Jani (Service Development, Agency for the Delivery of Integrated Services, Tirana, Albania)
Jonida Taraj (Service Delivery, Agency for the Delivery of Integrated Services, Tirana, Albania)

Business Process Management Journal

ISSN: 1463-7154

Article publication date: 23 March 2021

Issue publication date: 17 May 2021




Despite widespread adoption of business process reengineering (BPR) for better delivery efficiency of public services, a structured approach continues to elude the most value-adding phase of BPR: business process redesign. From another viewpoint, the rising currency of Whole-of-Government (WoG) and “shared services” initiatives signal an unmissable trend toward resource reuse across public service agencies (PSAs) through business process standardization (BPS). This research invokes BPS into process redesign to produce a process redesign framework (PRF) and deploys the same to build a standard process model (SPM) for services of the government of Albania (GoA).


The methodology follows the design science research (DSR) paradigm, wherein best practices extracted from literature are synthesized with stakeholder inputs to design the PRF and SPM, both of which are then evaluated with case study research.


Adoption of PRF/SPM on a WoG basis will not only reduce service lead time but also enable a variety of public services to share the same process, thereby further saving costs for GoA. The research outputs will accelerate reengineering and subsequent digitalization of public service operations.

Research limitations/implications

Implementing SPM will maximize resource reuse and help offer uniform and integrated public services to GoA's customers. It will also enable demand-driven staff mobilization across GoA agencies. The proposed PRF/SPM have limitations in that they consider only flow aspects of service processes with aspects of conversion being ignored.


This research fulfills the need for a systematic approach to process redesign and prepares GoA for a WoG treatment to its BPR efforts.



This work was performed collaboratively by authors engaged under separate contracts with ADISA (2016), referenced AL-PPA/P.472/CS/IC/1.01.01, AL-PPA/P.472/CS/IC/1.01.06, AL-PPA/P.472/CS/IC/1.01.02 and AL-PPA/P.472/CS/IC/1.01.04. Rudina Mullahi was a Director of GoA's reform programme. The authors respectfully acknowledge support by ADISA leadership, including current and former Executive Directors, respectively Lorin Ymeri and Anisa Gjika. Without it, neither the research nor the paper would be possible.


Mukherjee, K.K., Reka, L., Mullahi, R., Jani, K. and Taraj, J. (2021), "Public services: a standard process model following a structured process redesign", Business Process Management Journal, Vol. 27 No. 3, pp. 796-835.



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