It’s about the documents: Re-engineering business processes in public administrations

Abstract

Business processes in public administration heavily rely on the exchange and transformation of information. The potential improvements through the introduction of supporting ICT are enormous. In this paper we report on several problems we found during the redesign of a business process for electronic invoices in a public administration and show how improving document handling as a part of proper information exchange could improve the whole process and highlight why it is a key challenge for such processes.