Improving PA business processes through modeling, analysis, and reengineering

Abstract

Too often e-government services are derived from "old style" intra- and inter-administration Business Processes without taking into account the potentiality of adopted technologies. In this paper we present our experience in Inter-organizational Business Processes modeling, analysis and reengineering in order to make them more effective and efficient. We used semi-formal notations to model three complex services. To do that we directly involved domain experts and civil servants. Thanks to the resulting models, we identified several pitfalls and opportunities for improvements. As a result we were able both to derive ameliorated versions for the analysed services, and to identify common "bad habits" in the specification, permitting to define a general quality framework for services improvement. © 2012 IFIP International Federation for Information Processing.