TITLE:
Business Process Reengineering in Government Agencies: Lessons from an Experience in Mexico
AUTHORS:
Jaime Torres Fragoso
KEYWORDS:
Reform, Government, Reengineering, Efficiency, Public Service
JOURNAL NAME:
Journal of Service Science and Management,
Vol.8 No.3,
June
26,
2015
ABSTRACT: This paper is based on the findings from two research projects in the Mexican port subsector and shows evidence that business process reengineering is a viable tool for government reform in Latin America. The paper opens with a brief description of New Public Management (NPM), a model used in recent efforts for state reform in the region of Latin America. The modernization of Mexican ports is based on the NPM paradigm. The following section includes a definition of business process reengineering, its methodology and relevance for the public sector. Subsequently, the development of the projects is outlined, including their main objectives and justification, the methodology used, the participating employees, and the results achieved. The findings of these projects are both significant and thought-provoking. The paper concludes with a series of recommendations for the implementation of business process reengineering in the public sector.