Course Description

This 1-day course provides a practical introduction to the Smart Process Manual 2022 (Parts I–III) and its application in driving efficiency, effectiveness, and transformation across the public sector. Participants will explore the concept of Smart Process within the context of public sector reform, with a focus on lean management, business process reengineering (BPR), and alignment with the Public Sector Business Transformation Strategy – Pillar 5. Through guided learning, real-life case examples, and interactive activities, participants will learn how to critically assess and redesign public service processes to improve service delivery and operational performance.

Course Objectives

The objectives of the course are to enable participants to:

  • • acquaint themselves with the Smart Process Manual 2022 (Part I–III) and apply it as a practical guide.
  • • define Smart Process and its core characteristics, emphasizing lean, efficient, and citizen-focused service delivery.
  • • understand the role of Smart Process as Pillar 5 in the 10 Pillars of the Public Sector Business Transformation Strategy.
  • • gain insight into Business Process Reengineering (BPR) and its alignment with recommendations from the National Audit Office (NAO) and Public Procurement Office (PPO).
  • • learn and apply the Smart Process Enablement Methodology, from project initiation to process monitoring and continuous improvement.
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Learning Outcomes

By the end of this course, participants will be able to:

  • • understand and interpret the Smart Process Manual and foundational BPR concepts.
  • • identify inefficiencies in current public sector processes through analysis and mapping.
  • • redesign processes to enhance efficiency, service quality, and responsiveness.
  • • apply BPR and Smart Process principles to real-world scenarios within their departments.
  • • develop actionable plans for smart process implementation and monitoring.

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