Dash, C.D. (Professor)Wakie, Wanna2021-05-092023-11-042021-05-092023-11-042010-06http://etd.aau.edu.et/handle/123456789/26357This 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 Data was gathered through Questionnaire, Interview and Review of both published and unpublished materials.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.enCustoms AuthorityEthiopian RevenuesThesis