Track: Information Technology and Information Systems

Abstract

Public administration nowadays seeks to increase the effectiveness of the internal administrative processes in order to offer a higher degree of service towards the citizens. The way governments achieve this is by actually focusing on “e-government,” the use of the Internet to provide public services to citizens. E-government makes public agencies and organizations more approachable for citizens giving access to a variety of services and processes from their home. Fortunately, besides this being no easy task, governments can take a tip from the private sector and utilize Business Process Management (BPM) in order to maximize their results. Business Process Management consists of identifying and enhancing business processes in order to establish more effective, efficient and more capable of adapting to an ever-changing environment organizations. In the public sector, authorities have huge service overlaps because the ability to share knowledge about business processes is very limited resulting in a plethora of waste, costs, errors and delays when performing activities. BPM becomes the cornerstone of the rationalization of the public sector showing us that technology can be utilized in order to facilitate our interaction with government services and at the same time simplify the ways in which public processes are executed.