Business Process Maturity in Public Administrations

Jörg Zwicker (), Peter Fettke and Peter Loos
Additional contact information
Jörg Zwicker: Institute for Information Systems (IWi)

A chapter in Handbook on Business Process Management 2, 2010, pp 369-396 from Springer

Abstract: Abstract Business Process Management (BPM) increasingly provides an important contribution to public administration modernization. Besides providing the potentials for the improvement of efficiency and effectiveness of public administration, BPM approaches also enable the improvement of service orientation. One building block of service orientation is the response time of public authorities between the application of a public service and the provision of service result. Based on specifics of the public administration domain, in this chapter, a domain-specific BPM maturity model for the fulfillment of a 48-h-service promise is proposed. Using the maturity model, a BPM for government processes can be established realizing a response time of 48 h for public authorities. The model is based on and adapts existing BPM maturity models. The chapter outlines the features and describes the evaluation of the model.

Keywords: Business Process; Maturity Model; Public Authority; Public Administration; Maturity Level (search for similar items in EconPapers)
Date: 2010
References: Add references at CitEc
Citations: View citations in EconPapers (3)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:ihichp:978-3-642-01982-1_18

Ordering information: This item can be ordered from
http://www.springer.com/9783642019821

DOI: 10.1007/978-3-642-01982-1_18

Access Statistics for this chapter

More chapters in International Handbooks on Information Systems from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().