Unlocking the promise of process mining: shaping perceptions and impact in the public sector

IF 5 3区 管理学 Q1 BUSINESS
Serena Racis, Alessandro Spano
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引用次数: 0

Abstract

Purpose

Worldwide challenges impose public organizations to rethink their processes and satisfactorily meet citizens’ needs. Process mining (PM) techniques enable organizations to objectively analyse and improve their processes, by providing higher process transparency and efficiency. However, extant literature on PM applications in the public sector reveals there is still limited evidence on the opportunities and challenges perceived from PM introduction in the public sector, and on PM potential to enhance public sector digital transformation: this study aims to fill these gaps.

Design/methodology/approach

Based on Business Process Management and digital innovation fields of research, we administered a questionnaire to a sample of Italian civil servants working in different public organizations to investigate their perceptions of PM opportunities and challenges and the extent to which it can support public sector digital transformation. A three-level analysis was conducted to inspect findings with different levels of granularity, and results were analysed both descriptively and quantitatively.

Findings

We found a positive attitude towards PM introduction in the public sector, and perceived opportunities and challenges related to both the technical and the social systems. The triangulation between close-ended and open-ended questions suggests that PM could be the missing link between public sector digitalization and digital transformation. These findings can be used by policymakers to develop the best strategies to introduce PM into public organizations and support its adoption, and by researchers to further explore PM role in public sector digital transformation.

Originality/value

Despite PM claiming to push digital transformation, it is not clear if it is also true for public sector organizations. This paper addresses this gap and it is among the first attempts to explore PM from civil servants’ viewpoint to investigate their perceptions of PM opportunities and challenges, as well as the variables that influence these perceptions.

释放流程挖掘的希望:塑造公共部门的观念和影响
目的 全球范围的挑战迫使公共组织重新思考其流程,以满足公民的需求。流程挖掘(PM)技术通过提供更高的流程透明度和效率,使组织能够客观地分析和改进其流程。设计/方法/方法基于业务流程管理和数字创新领域的研究,我们对在不同公共组织工作的意大利公务员进行了抽样问卷调查,以调查他们对流程挖掘的机遇和挑战的看法,以及流程挖掘对公共部门数字化转型的支持程度。我们进行了三层分析,以检查不同粒度的调查结果,并对结果进行了描述性和定量分析。调查结果我们发现,公共部门对引入 PM 持积极态度,并认为机遇和挑战与技术和社会系统有关。封闭式问题和开放式问题之间的三角关系表明,项目管理可能是公共部门数字化和数字化转型之间缺失的一环。决策者可以利用这些发现制定最佳战略,将 PM 引入公共组织并支持其采用,研究人员也可以利用这些发现进一步探索 PM 在公共部门数字化转型中的作用。本文弥补了这一空白,是首次尝试从公务员的角度探讨项目管理,研究他们对项目管理机遇和挑战的看法,以及影响这些看法的变量。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
10.40
自引率
17.60%
发文量
107
期刊介绍: The subject of innovation is receiving increased interest both from companies because of their increased awareness of the impact of innovation in determining market success and also from the research community. Academics are increasingly beginning to place innovation as a priority area in their research agenda. This impetus has been partly fuelled by the Economic & Social Research Council (ESRC) who have designated innovation as one of nine research areas in their research initiative schemes.
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