Enterprise Architecture and Government Process Re-engineering for State Service Delivery: A Practitioner Framework

Indian states have moved hundreds of government services online, yet many digital services still reproduce paper-era processes: multiple forms, repeated document submission, sequential approvals and separate systems that do not share data. Two disciplines address this problem. Government process re-engineering (GPR) redesigns services around citizens' needs, and enterprise architecture (EA) provides the blueprint for systems, data and platforms that make redesigned services possible across departments. In practice the two are often carried out separately, or EA is treated as a documentation exercise. This paper proposes an integrated, practitioner-oriented framework that links GPR and EA in a seven-step cycle for state service delivery: select services; map the citizen journey; diagnose waste and duplication; redesign with "once-only" and "digital by default" principles; align with state architecture and shared platforms; implement with change management; and measure and iterate. It provides a GPR checklist, an architecture alignment matrix based on the India Enterprise Architecture (IndEA) framework, and outcome indicators. The framework draws on the author's experience in state e-governance programmes, including the Digital Kerala engagement of the National e-Governance Division, and on the published literature. It is a conceptual and practical contribution, not an empirical evaluation.