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Business processes are key to providing, performing, delivering and evaluating e-services. Focus on business processes means a holistic view on e-services. The Common Process Model comprises a set of preconditions and methodologies for mapping business processes in order to identify, measure and improve the performance of the business processes that make up your e-service solutions. Experiences of employees from the municipality of Karlstad and contributions from local authorities in Edinburgh, Groningen, Kortrijk, Kristiansand and Lillesand have established a common ground to enable work on processes in a logical, strategic and self-reflective manner.
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SMARTERCITIES
SMARTERSERVICES
Marie-Therese Christiansson Assistant Professor/Senior Lecturer Karlstad University
COMMON PROCESS MODEL - a Focus on Service Performance
A COMMON PROCESS MODELA GUIDE FOR MUNICIPALITIES FROM SMART CITIES
BUSINESS PROCESS MANAGEMENT
Processmonitored
Process evaluated &improved
Process established
Process mapped Process”invisible”
Karlstad Kortrijk LillesandEdinburghGroningen Kristiansand
BUSINESS PROCESS VIEWA FOCUS ON SERVICE PERFORMANCE
E-SERVICE DEVELOPMENT A HOLISTIC APPROACH
Business strategy
IT
Business
processes
Ability to provide and prioritize e-Services
Ability to perform e-Services
Ability to design anddeliver e-Servicesolutions
THE COMMON PROCESS MODEL
Preconditions •basics and values in process orientation
Roles•to facilitate and perform process mapping, to communicate/publish/maintain process descriptions, to perform/improve business processes
Concepts•to work with processes uniformly
THE COMMON PROCESS MODEL
Directives •the process of process mapping
• published in a “clickable” map accessible via intranet and process mapping tools
•concepts and constructions in process descriptions
Guidelines•motives, use, scope, measurements…
Templates•request form - mapping order - mapping assignment…
Business Process Modeling Notation - BPMN
IMPROVING BUSINESS PERFORMANCEWITH E-SERVICE SOLUTIONS
Organisations focusing more on the ‘e’ than on the ‘business’ may forget that value-added idea, the understanding of the organisational environment and IT as enabler in the business and customer context, as well as the changing requirements are essential prerequisites for an organisation’s return on its investments.
THE COMMON PROCESS MODELKARLSTAD APPROACH
• A model grounded in theory and in practice– research results and empirical findings– work shops with business- and system developers– experiences in practice from employees and
Smart Cities partners
• A “living model” maintained by a model owner– further development based on practice and
course assignments• The university course “Process Orientation in Practice”• The municipality course in “The Common Process Model”
THE COMMON PROCESS MODELKARLSTAD APPROACH
• To be employed in major as well as minor efforts
• To enable communication in and between organisations/Smart Cities• Concepts• A core set of business process elements – symbols in
BPMN• Directives - construction in process descriptions
• Constitutes a knowledge base • Reference processes/e-service descriptions Generic Process
ModelGeneric Process
ModelAdjusted Process
ModelAdjusted Process
Model
•Christiansson, M-T (2011) Improving business processes and delivering better e-services - a guide for municipalities from Smart Cities
•Christiansson, M-T and Karlsson, P-E (2011) A Common Process Model to Improve e-Service Solutions - The Municipality Case, in the Proceedings of the 11th European Conference on eGovernment - ECEG 2011, Ljubljana
http://www.smartcities.info/
Thank you for your attention!
