Date of Award
Major Research Paper
Master of Public Administration
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.
Doyle, Lee, "Business Process Re-engineering (BPR): A Tool for Improved Customer Service in Municipalities" (2004). MPA Major Research Papers. 47.