An Assessment of Bpr Implementation at Ethiopian Revenues and Customs Authority: Challenges and Prospects
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Date
2010-06
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A.A.U
Abstract
This study is launched with the purpose to explore the effort made by ERCA to achieve the
goals of BPR. BPR is a radical rethinking of an organization and it is cross functional, el1dto-
end process and an effective tool of work design.
The researcher preferred to undertake the study /.n examining the current situation III
reference to the desired set of conditions as per the theoretical framework of BPR. By so
doing, points of investigation pertaining to the challenges and prospects are helpful for
policy makers, policy implementer and policy beneficiaries. Attempts have been made to
investigate the compelling factors initiated ERCA to introduce BPR to its system, challenges
facing in implementation process and prospects envisioned including indicative
achievements in relation with BPR. Data was gathered through Questionnaire, Interview
and Review of both published and unpublished materials. A total of 121 persons were
contacted for the study, i.e. 84 employees and middle level managers from Headquarters, 2
Directors, 1 Deputy Director General from ERCA,30 top management members from the six
branches of ERCA around Addis Ababa, 3 representatives from the three selected customer
associations and 1 consultant from CSRP office of MCB.
The findings of the study, among other things, revealed that BPR has been considered as the
causal factor for effectiveness and efficiency as well as better customers service; the degree
of commitment of top management is fairly high; the awareness and the attitude of
employees as well as the management is moderate which is accompanied by significant
commitment gap and resistance to change; weak IT infrastructure; and weak evaluation and
monitoring. To alleviate the challenges it is recommended that implementation of the new
laws, rules, regulations, manuals etc, should be preceded by an appropriate training and
awareness development. In addition to this, the decision making process need to be
participate and transparent.
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Keywords
Customs Authority, Ethiopian Revenues