The Implementation and Challenges of BPR in Ethiopia, in Case of Bahir Dar Revenue and Custom Authority

This study was conducted in Bahir Dar City Administration Revenue Office with the objective of examine the rationale behind the introduction of Business Process Re - engineering (BPR) and examine challenges in implementing BPR and service delivery of Revenue and of Custom Authority of Bahir Dar. To accomplish its objective, the study employed both quantitative and qualitative approaches. Then 200 customers were selected by using accidental and convenient sampling techniques.22 employees of Revenue Office were included in the study. In addition the manager of the revenue office was also selected in the study for interviewing by using purposive sampling technique. Questionnaire was the main instrument of data collection. Interview, document analysis and observation were also utilized to validate the data gained through the questionnaire. Descriptive statistics (frequency and percentage) were, utilized to analyze the quantitative data. The qualitative data on the other hand was analyzed by using narration. The results of the study revealed that the after BPR implementation there is improvement in the service delivery butlack of awareness among employees, lack of adequate infrastructure and poor communication of top managers are the major challenges that lead BPR fail in the office. Therefore, it is recommended that Thus, Bahir Dar City Administration and Revenue Office should assess its capacity and increase the numbers of skillful employees?. Before implementing new management tools the organization should create awareness to its employees as long as they are major success factors and develop IT infrastructure development.