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Business Process Maturity in Public Administrations

In: Handbook on Business Process Management 2

Author

Listed:
  • Jörg Zwicker

    (Institute for Information Systems (IWi))

  • Peter Fettke
  • Peter Loos

Abstract

Business Process Management (BPM) increasingly provides an important contribution to public administration modernization. Besides providing the potentials for the improvement of efficiency and effectiveness of public administration, BPM approaches also enable the improvement of service orientation. One building block of service orientation is the response time of public authorities between the application of a public service and the provision of service result. Based on specifics of the public administration domain, in this chapter, a domain-specific BPM maturity model for the fulfillment of a 48-h-service promise is proposed. Using the maturity model, a BPM for government processes can be established realizing a response time of 48 h for public authorities. The model is based on and adapts existing BPM maturity models. The chapter outlines the features and describes the evaluation of the model.

Suggested Citation

  • Jörg Zwicker & Peter Fettke & Peter Loos, 2010. "Business Process Maturity in Public Administrations," International Handbooks on Information Systems, in: Jan vom Brocke & Michael Rosemann (ed.), Handbook on Business Process Management 2, pages 369-396, Springer.
    • Handle: RePEc:spr:ihichp:978-3-642-01982-1_18
    DOI: 10.1007/978-3-642-01982-1_18
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    Citations

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    Cited by:

    1. Krzysztof Krukowski & Magdalena Raczyńska, 2019. "Attributes of Process Maturity of Public Administration Units in Poland," Administrative Sciences, MDPI, vol. 9(4), pages 1-13, November.
    2. Giovanna Mangialardi & Angelo Corallo & Mariangela Lazoi & Barbara Scozzi, 2022. "Process View to Innovate the Management of the Social Housing System: A Multiple Case Study," Sustainability, MDPI, vol. 14(14), pages 1-20, July.
    3. Hendrik Scholta & Dian Balta & Michael Räckers & Jörg Becker & Helmut Krcmar, 2020. "Standardization of Forms in Governments," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 62(6), pages 535-560, December.

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