Case study · Border Management
Structured business-process review, future-state workflow design and modernisation planning for a national immigration department.
Starting point
Through MIST and an IDB-supported public-sector programme, the Government of Barbados prioritised digitisation, service delivery and accountability. Before selecting technology, Barbados Immigration needed to understand how its services worked in practice, where they slowed down and what staff would need from a modernised service.
Understand the work first
A software choice made too early would have designed the future around assumptions. The team first had to see how nine immigration services actually worked: how staff handled cases, where information was repeated or incomplete, and what caused delays. Leadership, operational officers and other stakeholders all needed a voice because any redesign would affect roles, training and day-to-day delivery.
From workshops to roadmap
DPM Systems acted as prime contractor from November 2023 to May 2024, leading the client relationship and contributing immigration and application knowledge. Fujitsu Caribbean brought structured business-process review and reporting. During two week-long workshops, staff walked the team through the work as it really happened. The findings were then turned into mapped workflows, identified service and data issues, redesigned processes and a practical implementation roadmap.
An accepted plan for change
The accepted findings showed where workflows were inefficient, where data quality needed attention and where services could move online. They also set out the training and change work required to make implementation realistic. The Chief Immigration Officer rated the service 5/5 Excellent, citing communication, staff engagement, accessibility and professional reporting. The reference recorded no contractor-caused variation or overrun and a willingness to employ the contractor again.
“Excellent communication throughout the project, with full engagement across staff and stakeholders. The team was accessible, professional and delivered high-quality reporting. The overall service was rated 5/5, Excellent, and we would be willing to employ the contractor again.”
Delivery
Relevant BNR capability today
BNR can help authorities map current workflows and define what a modernised service must do before products, budgets and implementation plans become fixed.
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