Publication Title

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  • Mohammad, Ali, Waseem Rahman

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  • Issue on|June 2022


Recently the public sector of Afghanistan made a series of reforms to improve its service delivery ‎and eliminate widespread corruption. The National Examination Authority (NExA) being one of ‎them has made dramatic reforms aiming for a corruption-free and transparent process. The main ‎purpose of this study is to explore the efforts of Business Process Re-engineering (BPR) in the ‎public sector using NExA as a case study. The study adopted a qualitative methodology, with an ‎inductive approach, while the philosophy of the study is interpretivism and organization as the ‎unit of analysis. Based on the in-depth interviews, this study found that as a result of the ‎business process reforms, the examination process has improved vastly in terms of transparency, ‎cost, efficiency, and citizen happiness. This study also, found that Information Technology (IT) ‎played the main enabler role in the process. Other enablers were sound leadership, teamwork, ‎political and financial support, commitment to change, and merit-based recruitment. Resistance, ‎bureaucracy and insecurity were the constraints for BPR implementation. This study further ‎provides recommendations for the policymakers in terms of smooth implementation of the ‎business process re-engineering in the public sector organization. Limitations and future ‎implications are also discussed.‎‎