RSCE Looks to Improve Business Processes in Client Services

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26 Apr 2022

RSCE Looks to Improve Business Processes in Client Services

Mark Kaheru

Entebbe 19.04.2022; The Regional Service Centre Entebbe (RSCE) launched a Business Process Improvement (BPI) Network Awareness Workshop for two half days at the Regional Training and Conference Centre (RTCC).

The aim of the workshop is to reintroduce the concepts of Business Process Improvement across all the functional areas at the RSCE and generate ideas on how to improve on service delivery.

“I would like to emphasize that this workshop is focusing on improving our current processes which affect how the RSCE delivers service to our clients. So, when we are reviewing the current processes in our functional areas, we need to align them to how best we at the RSCE can serve our clients.” Said Norman Kutosi-Kisukye, OiC Staff Travel, Education Grant and Claims Service Line and RSCE BPI focal point, as he opened the workshop.

This workshop comes on the tails of the February meeting with the Chiefs of Finance and Budget Officers (CBFO) and Chief Human Resource Officers (CHRO) from client missions that discussed Service Level Agreements (SLA) with the client missions to align them to the new Delegation of Authority (DoA) and the reforms that have been introduced in the UN Secretariat.

The BPI Network Awareness Workshop is supported by the Capacity Development and Operational Training Service (CDOTS) of the Department of Operational Support (DOS) that was formed in 2019 after the United Nations Secretary General’s reform agenda proposed a new management paradigm for the United Nations Secretariat.

The SG’s reform realized the need to empower managers and staff, simplify processes, increase accountability and transparency, and improve on the delivery of UN mandates.

CDOTS role is to deliver operational and systems training, build capacity for continuous BPI, and Language and communication services. CDOTS is also the secretary for the Process Improvement Advisory Group (PIAG) a governance body that discusses, assesses and advises on BPI across the UN secretariat.

Almost 100 BPI focal points from 45 entities across the UN Secretariat give visibility and propose ideas to systematically improve local and global organizational processes to make the UN more efficient and to simplify and harmonize operational processes. These ideas are submitted to the Process Improvement Advisory Group (PIAG) through a central registry to avoid duplication, track status of projects, share process improvements with all secretariat entities and promote harmonization of business processes.

The successful ideas discussed and decided upon during the two-day workshop at the RSCE will be submitted to the PIAG with the hope of adoption for other entities.