Business process reengineering in electronic service

Firstly, the one-stop shop mode of electronic service delivery (ESD) was described. Then, business process reengineering (BPR) in ESD was introduced by discussing the relationship between front office and back office, and the feasibility of BPR in ESD was proposed by dividing the public administration into sequential process and interdependent process. Thirdly, based on the concept of BPR in ESD, we presented the framework of BPR in ESD, including customer-oriented back office integrated mechanism, multi-process workflow management of back office, and customer relationship management CRM) based customer cluster analysis. Finally, a brief summary is given.