THE CONNEXUS OF BUSINESS PROCESS RE-ENGINEERING AND OPERATIONAL PERFORMANCE IN THE PUBLIC SECTOR: EVIDENCE FROM GAMBIA REVENUE AUTHORITY

Abstract

The paper summarizes the arguments and counterarguments within the scientific discussion on the relationship 
between business process reengineering and operational performance in the Gambian public sector. In recent time, 
knowledge has become one of the most vital assets that guaranteed the survival of firms in the fiercely competitive 
environment. The emergence of knowledge-based economy has made it a strategic necessity for organisations to 
initiate ways to effectively acquire and manage varying organizational knowledge.  For organizations to survive and 
excel in today’s highly dynamic environment, they must continually transform their way of doing business. Business 
process improvement is a systematic methodology created to help organizations make significant advances in the 
way their business processes operate. The aim of business process improvement is to devise new ways of organizing 
tasks, people and resources so that organizational processes become more effective and efficient. The underlying 
essence of business process improvement is to improve the quality of process and service, with customer-focus, with 
a view of achieving and sustaining operational and service excellence. This study sought to investigate the effect of 
business process improvement mechanisms on operational performance. The study made used of primary data with 
the aid of a structured questionnaire. Descriptive and inferential statistics was employed in analyzing the data. 
Pearson Product Moment Correlation Coefficients was used to test the hypotheses. Findings from the study results 
revealed a significant positive relationship between strategic planning, organisation structure, organisation culture, 
organisation process as well as ICT and operational performance at GRA as indicated by correlation coefficients 
(89%, 95%, 91% and 94%) which were all above 50% respectively. The study concluded that strategic planning, 
organisation structure, organisation culture, organisation process as well as ICT played a significant role in 
enhancing operational performance.  Based on the findings and conclusion, the study recommended that strategic 
management must demonstrate their commitment to BPR with resources, action, structures, systems guidelines, and 
activities. Management must also foster a culture that constantly ensures the enshrinement of BPR policies also 
continually deploy various information technologies to drive operational performance.