Impact Assessment of BPR on Federal Government Civil Servant’s Pension Process

Survival of the fittest theory equally applies to the organizations which are working in this modern, volatile, competitive and technology driven era. Public sector as well as private sector organizations are equally interested in reengineering their business processes. The main objective behind this case study was to assess the impact of BPR implementation on Accountant General Pakistan Revenues (Public sector organization) pension process i.e. to check whether increased customer’s satisfactions, reduce cycle time, reduce labour cost per case and increased efficiency have been achieved or not? Data for the analysis of impact have been collected before and after implementation of BPR. From the comparison of above mentioned data, it is concluded that BPR of pension process has increased customer satisfaction and efficiency and reduced cycle time and labour cost per case. Achievement of desired BPR result motivates other Public Sector Organizations to reengineer their processes and achieve excellence.