Business processes that work well for users and streamline internal operations are core goals of digital transformation. Given the complexity of government processes, achieving these goals requires in-depth and ongoing analysis of how well processes work now and how they can be improved to work better. By adopting technology and a process mining program, the agency will be better able to focus on improving operations, adapting to change, and meeting new citizen needs and expectations.
Gaining a full understanding of agency business processes is essential as governments deploy more digital services to meet growing public needs. Agencies must have insights into existing processes before they can undertake digital transformation initiatives.
Read more: How Process Mining Supports the Push for Digital Government Services
“Business Process Management (BPM) is not about technology. It is a management enabler. It creates a handshake between management goals and IT,” explained Bengtsson. “Public sector leaders want to create value and be more efficient. This is done though optimising processes with the use of IT. BPM gives management and IT a common language so they can co-exist.”