Governments around the world are using BPM tools to enter the era of "electronic government", a movement where they are migrating their services and processes to the internet and cloud computing.
Electronic government seeks to make agencies and organizations more accessible to citizens by allowing users to connect in the same way they communicate with friends and family.
There are several examples where government use of a tool has resulted in various benefits, such as in Australia where the Department of Finance and Administration used a BPM to create a parliamentary workflow that simplified communication between department employees. By reducing the time and effort it takes to contact other workers, he focused everything on interacting with citizens.
This process allowed this department of the Australian Government to act more efficiently and keep its visitors and users happy.
In the United States, some regional governments have also seen the benefits of using a BPM tool. In Humboldt County, California, local government sectors used a BPM to redesign their dated permitting system that they previously used in the traditional paper-based manner.
Using the BPM tool, they were able to move their forms online, allowing the county to speed up the process considerably. In addition to reducing the amount of paper needed to process these permits, the person only has to log into the database and can see the status of their application.
The US Department of Defense also made use of a BPM tool for two purposes: to reduce annual paper waste and to streamline procedures with certain military service members. In the past, data was separated from unclassified and top-secret information in large file rooms, filled with mountains of paper; this presented a problem when accessing the information as it depended on a third network to link the two areas. storage.
Using BPM, a centrally located, a multi-tiered security system was implemented, where information is obtained quickly and overall security is not compromised, maintaining effectiveness without having to coordinate information from different areas simultaneously.
The main benefit that a BPM brings to government institutions is to allow them to offer a good and effective service to citizens, then this translates into other profits, such as:
When citizens realize that their government, local or national, handles requests and their needs more efficiently, they will feel more empathy for it and their trust will increase.
When the user visits a government institution and receives bad attention, this generates discontent and it is most likely that they will make it public on their social networks, as is so common today. When they receive a good service, they will also share it on the internet and this raises the reputation of said institution.
When daily and repetitive tasks are automated, employees of government institutions feel freer and can attend to other more relevant tasks, thus being more efficient.
When a government institution decides to implement a BPM tool in its processes and tasks, it will allow it to: