Having a holistic view of the business of government will aid government leaders in their strategic thinking, and in decision making on initiatives or programs that must span multiple agencies or governmental jurisdictions. Having a unifying master business model of all areas of government, can help government officials to
1) identify opportunities to realize efficiencies,
2) deliver programs and services more effectively and innovatively,
3) identify and align roles and responsibilities to enhance collaboration across government (and beyond) and;
4) reduce time-to-service.
The ability to look across program area or jurisdictions and find areas where sharing services and collaboration for better outcomes can be realized.
Further if that master model or framework is developed such that it can be linked to more detailed business process descriptions of each of the individual program areas, where re-useable process specifications and performance measures can be readily share-able, then that framework becomes key the improvement efforts.
For example if the process specifications were readily available in three of the program areas that nearly all levels of government have a concern over:
- Immigrant, Resident and Citizen Services,
- Public Health Services,
- Social Services
Then that master model can be a significant accelerator for BPM technicians to identify and effect process efficiencies.
Using those three areas again, as an example, each has the need to register and authenticate individuals and assess their eligibility for services. Having identified this common need at the master model level, BPM techniques could then be employed to further detail the “as-is” processes, information, and performance metrics for each area, then using benchmarking establish a new “to be” design for an intake process, that could meet both the common and unique needs of all three areas. Then the most appropriate technology and organization structure upon with to implement these process improvements could be designed, business justified, and then implemented. The BPM tools could then further enable monitoring of the now new processes, to determine whether expected improvements had been achieved.
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