Authors : Jamili Rajabu Chewe; Dr Nima Shidende; Dr. Jabhera Matogoro

Volume/Issue : Volume 10 - 2025, Issue 2 - February

Google Scholar : https://tinyurl.com/2s4x9ea2

Scribd : https://tinyurl.com/2cu34tbz

DOI : https://doi.org/10.5281/zenodo.14937074

Abstract : This study analyzes critical components for successful Business Process Reengineering (BPR) implementation to enhance online public service delivery in Tanzania. BPR aims to rethink and redesign organizational processes to improve performance metrics such as cost, quality, service, and speed. In Tanzania's public sector, BPR is essential for addressing bureaucratic inefficiencies, inadequate infrastructure, and skill gaps that hinder effective service delivery. Key findings emphasize the importance of stakeholder engagement, leadership commitment, organizational readiness, citizen-centric approaches, information technology, change management, and legal reform. These elements ensure that reengineered processes align with organizational goals and citizen needs. Leadership drives change, while technology integration enhances efficiency. Stakeholder involvement and readiness are crucial for adapting to new systems. The study also identifies gaps in Tanzania's online service delivery, including limited ICT infrastructure, resistance to change, and low digital literacy. These challenges undermine the potential of online services but can be addressed by implementing the identified components, leading to more effective and citizen-centric services. By developing a comprehensive BPR framework, this study guides public administrators in navigating process transformation, ensuring improved service quality and citizen satisfaction in Tanzania's public sector.

Keywords : Business Process Re-engineering, Online Service Delivery, Public Sector, Digital Transformation, Stakeholder Engagement, Tanzania, Public Service Delivery, Business Process, Process Improvement, Information and Communication Technology, Process Mapping.

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