Single Window Systems
In the OIC Member States
100
Embed Business Process Management into preparatory work to prepare business process
catalogue.
Include the assessment of the required legal change in the preparatory phase and include an
administrative/legal expert in the Business Process Management (BPM). Ideally required
changes to the regulations and processes are identified during the BPA, legislation is revised,
and then reflected in the services / processes.
5. Monitor Implementation at Agency Level
As the implementation of changes at agency and stakeholder level is crucial, the adherence and
pace of agency implementation can be monitored during the implementation process using
change indicators. This monitoring enables the project team to be aware of the extent to which
members have adopted the change.
The resistance to change can be on the organisational and personal level. On a personal level, a
SW comes with changes in daily practices: Desk officers see their role and discretionary power
disappear. Whilst previously they had visible responsibility they operate behind the computer.
Some fear uncertainty with regards to their responsibilities and legal liabilities, and others may
fear job loss. On an organizational level, organizations may fear that tasks, responsibilities and
budgets are taken away from them and that their regulatory objectives are compromised.
Strategies to overcome resistance can include the following three elements
 Recognition and persuasion can be combined to overcome resistance on a personal level.
Recognition requires that the role of the agency is reflected and recognized in the BPA.
Persuasion can be achieved by different approaches:
 Involving front office desk officers in pilots and testing of the system to allow them to
experience and provide feedback.
 Rewarding supportive behaviour and performance is also a useful approach.
 A separate change management programme can be designed to spell out how desk officers
and senior officers in the government agencies will be engaged and motivated for the
required changes, how users will be trained, and how the changes are communicated.
 Pilot projects and test runs can be used to institutionalise change within agencies and users
as they engage front line officers and diffuse the innovation.
Examples from OIC Member States
Senegal
GAINDE, the Single Window operator, is compiling and disseminating monthly reports of
agencies’ performance in which good contributions are acknowledge, and on the basis of which
operators may also be awarded a bonus payment.
The second phase of the SW in Senegal obtained project financing from a private credit facility
and was fully accountable for these funds. The implementation timeframe was very short but