The realisation of citizen-centric services in the public sector requires breaking traditional silos and transforming existing institutional structures and processes. Recent transformation efforts undertaken in government institutions have embraced business process re-engineering (BPR) concepts championed by the private sector over decades ago to facilitate such change. While public opinion continues to differ about these transformation efforts' success, there is little evidence to explain the influence of BPR on their success or failure. This paper explores BPR led public sector transformation efforts in two local authorities in Europe to evaluate the outcomes realised for both government and citizens. Empirical evidence reveals that while transformation efforts contributed towards improving efficiency and integrating processes across functions in the public sector, the institutional structures evolved into a collection of reshaped and newly formed siloes, which were distinctly focused on delivering a citizen-centric service.

在公共部门实现以公民为中心的服务需要打破传统的孤岛，并改变现有的体制结构和程序。在政府机构中进行的最近的转型努力已经采用了私营部门在几十年前倡导的业务流程再造（BPR）概念，以促进这种变革。尽管公众对于这些转型工作的成功仍存在分歧，但很少有证据可以解释BPR对他们的成功或失败的影响。本文探讨了由BPR领导的欧洲两个地方政府的公共部门转型工作，以评估为政府和公民实现的成果。