Business Process Maturity in Public Administrations

Peter Fettke (), Jörg Zwicker () and Peter Loos ()
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Peter Fettke: German Research Center for Artificial Intelligence (DFKI)
Jörg Zwicker: German Research Center for Artificial Intelligence (DFKI)
Peter Loos: Saarland University

A chapter in Handbook on Business Process Management 2, 2015, pp 485-512 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: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:ihichp:978-3-642-45103-4_21

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DOI: 10.1007/978-3-642-45103-4_21

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