Towards a Business Process Automation Office Model: Action Research in Higher Education Institution

The main objective of this paper is to propose and apply a Business Process Automation Office Model to public institutions. A preliminary model is developed and improved through its application in a public Higher Education Institution. This research uses a multi-method scientific approach. A Systematic Literature Mapping is applied to identify the state of the art about Centers of Excellence involved in the automation of business processes. After that, the proposed model is then refined in three cycles of an Action Research. The main contributions are to offer a processes office model focused in process automation. The preliminary results with BPMS demonstrate greater flexibility to processes updating to public institutions.