Business Process Re-engineering (BPR): A Tool for Improved Customer Service in Municipalities

Author

Lee Doyle, Western University

Date of Award

7-1-2004

Degree Type

Major Research Paper

Degree Name

Master of Public Administration

Program

Political Science

Supervisor

Agócs, Carol

Geographical Areas

Ontario

Abstract

This paper examines the appropriateness of business process re-engineering (BPR) in the improvement of customer service in local government. A content analysis of documents, a survey administered to municipal managers in 26 municipalities in Ontario, and a case study analysis of BPR implementation in four municipalities were conducted. The findings reveal that there is no clearly defined process or format for conducting BPR in Ontario municipalities.

Recommended Citation

Doyle, Lee, "Business Process Re-engineering (BPR): A Tool for Improved Customer Service in Municipalities" (2004). MPA Major Research Papers. 47.
https://ir.lib.uwo.ca/lgp-mrps/47