Process Management Challenges in Swedish Public Sector: a Bottom Up Initiative
2013 (English)In: Electronic Government: 12th IFIPWG 8.5 International Conference, EGOV 2013 Koblenz, Germany, September 16-19, 2013. Proceedings / [ed] Maria A. Wimmer, Marijn Janssen, Hans J. Scholl, Springer Berlin/Heidelberg, 2013, 212-223 p.Conference paper (Refereed)
Public administration is under pressure to work more effectively and increase effectiveness with regards to internal administrative processes as well as level of service towards citizens. This paper identifies process management challenges encountered in Swedish municipalities and provides concrete examples of consequences of these challenges by using a bottom up approach. It is done by using a common public service process and a mobile solution as platform for discussions with municipal officials working with the process. To categorise the challenges they are grouped into six core categories of business process management, which provide a picture of challenges that municipalities face today. Results show that Swedish municipalities face challenges in all categories and that it was not possible to design a generic process for the analysed service. To initiate work with improving process maturity in local governments the bottom up approach used was found successful.
Place, publisher, year, edition, pages
Springer Berlin/Heidelberg, 2013. 212-223 p.
, Lecture Notes in Computer Science, ISSN 0302-9743 ; 8074
Process management, public administration processes, e-government
Research subject Computer and Systems Sciences
IdentifiersURN: urn:nbn:se:su:diva-97747DOI: 10.1007/978-3-642-40358-3_18ISBN: 978-3-642-40357-6ISBN: 978-3-642-40358-3OAI: oai:DiVA.org:su-97747DiVA: diva2:679977
12th IFIP WG 8.5 International Conference, EGOV 2013, Koblenz, Germany, September 16-19, 2013