Re-engineering the public day entry process for the Ministry of Education
In September 2020, Citra was requested to support the Ministry of Education in evaluating and re-engineering the processes in place to manage the Ministry’s workflow on Public Days. These ‘Public Days’ are weekly open days, where the Ministry generally accommodates between 800 – 1,500 members of the public who visit the Ministry to resolve issues pertaining to teacher transfers, school admissions, and administrative work related to national schools, etc.
The Citra team conducted scoping missions to observe the current process, interviewed officials at various levels and surveyed 100 visitors to the Ministry of Education. Based on the insights gathered, the team identified existing issues and bottlenecks in the current entry system and developed short term recommendations and designed a queue management system for the Ministry. The report of recommendations and insights was handed over to the Ministry in September and the team will revisit the premises when the Ministry resumes Public Day operations to test the recommendations prior to finalisation of the proposed recommendations.