Integrating Process Modeling and Simulation with Benchmarking using a Business Process Management System for Local Government

Abstract

—Recently, the strategic approaches of public sector organizations are reevaluated in order to achieve modern effective operations and provide better services to their customers (citizens and businesses). Business Process Management (BPM) solutions are recognized as essential tools for public services transformation, as they enable public organizations to be more efficient, to meet business challenges rapidly and flexibly, and to improve the customers experience by resolving incidents and responding to requests in a timely fashion. Within this context, this paper describes the development of a BPM System (BPMS) as a part of a web-based integrated system for benchmarking, monitoring, simulation and redesigning processes. This system will be deployed initially in Municipalities and later on in several Greek government agencies, in order to offer more efficient, personalized and consistent services to citizens and businesses, in a reduced operational cost. The paper presents the methodological approach followed for BPMS development. It also highlights system's functionality and its usefulness in process design, benchmarking, redesign and continuous improvement.