Business Process Management (BPM) is in the process of becoming a very useful tool for Public Administrations to organize all the processes and activities from the aspect of Performance Management. During this period when there is great focus on controlling, monitoring and enhancing all the activities and processes that the PA comprise, Business Process Management offers a more agile management providing many key benefits in terms of enhanced organization and cost cutting.
Business Process Management in PA - what advantages?
Modern computer technologies are rapidly changing the way of relating with Public Administration always needed to satisfy the growing demand for computer services complete with highly added value.
For the Public Administration the level of citizen satisfaction is the yardstick by which public management is measured. An adequate system of management of the administrative processes must therefore enable verifying the strategies of the administrators in relation to how the projects agreed upon have been carried out.
The BPM projects, if correctly implemented, are able to produce major benefits to the organization, among which:
- Administrative transparency (electronic help desk for citizens, URP, SUAP)
- Following procedures and activity traceability
- Control and optimization of the processes
- Cutting down administrative procedure times
- Increasing productivity
- Cutting down associated costs
- Automating activities
- Making the staff involved responsible.
BPM and the Public Administration - difficulties
Business Process Management causes a series of problems regarding the following:
- Resistance to change
- Procedures not encoded
- Problems in analyzing processes
- Difficulty in deciding which procedures should or shouldn't be computerized.
Business Process Management in PA - how to launch it?
The correct method for planning and implementing process management may be summarized as follows:
- Defining the areas and environments to start from
- Defining documents and metadata
- Defining the activities and the relative players
- Identifying all the processes, the players involved
- Defining the input and output exchanged between the players
- Analyzing periods (duration of the activities)
- Defining the expected performances
- Identifying the process owner (the person in charge of the process)
- Identifying the KPI ( Key Performance Index) to monitor and optimize processes
- Statistical analytics of the processes carried out.
Business Process Management - in which environments?
- Government-to-Citizen (G2C) - tax payments, requests for information, vehicle registration, health and social services, E-governance for Administrative Procedures, Multichannel Polyfunctional Helpdesk, URP Management, document management.
- Government-to-Employee (G2E) - resource management, managing leave and holidays, travel bookings, training courses, managing refunds and expenses, contract management.
- Government-to-Government (G2G) - sharing documents, grants, loans and transfers, Managing contracting and financing, Ticketing management, logistic management.
- Government-to-Business (G2B) - SUAP help office, e-procurement, tax and loan payments, managing contracting, tenders, biddings and financing.
