Process Management in Public Management of a Transition Country: Case Study of Bosnia and Herzegovina

Jasna Bošnjović,Ismet Salkić

doi:10.2478/bsrj-2013-0011

Abstract

Abstract Background: New methods, means and approaches for increasing the efficiency of public administration are constantly being discovered. This paper considers the possibility of applying a new form of organisation-known as the process organisation structure-in public administration. Objectives: The first aim is to conduct research on the extent to which work processes in public administration in Bosnia and Herzegovina are process oriented. The second aim of this paper is to measure the efficiency of public administration in Bosnia and Herzegovina. Methods: The research was conducted through a questionnaire survey and included all governmental levels in Bosnia and Herzegovina. The study involved 112 public organizations' managers in Bosnia and Herzegovina. Results: The first result is that the concept of business process organization has different values depending on the level of government. Another result is that the success of public organizations is different at different governmental levels in Bosnia and Herzegovina. Conclusions: This paper shows that the process-oriented management can be applied in public administration with the result of increasing the efficiency of organisations, thus increasing citizen satisfaction with public services. This paper should encourage managers and leaders to consider applying this model in the public sector, i.e. in public administration.

Highlights

In developed countries, public administration must find new solutions and new approaches to fulfilling its role in society
On the basis of the Business process orientation (BPO) maturity model and its stages, we can see that public administration in Bosnia and Herzegovina is between the second and third stage of process orientation, i.e. between the “defined” and “linked” stages
The research confirms the existence of the BPO concept at public organisations in Bosnia and Herzegovina

Summary

Introduction

Public administration must find new solutions and new approaches to fulfilling its role in society. In developed democratic countries, modern public administrations base their work in particular on, among other things, the general principles and laws of process-oriented management. If this were not the case, they would be unable to fulfil their obligations towards the public. (Škrinjar et al, 2010; Hernaus et al, 2011) For this reason, states are expected to use scientifically tested methods and models to affect an increase in the quality, speed, efficiency and effectiveness of public administration, directly increasing the quality of public services. Conclusions: This paper shows that the process-oriented management can be applied in public administration with the result of increasing the efficiency of organisations, increasing citizen satisfaction with public services. This paper should encourage managers and leaders to consider applying this model in the public sector, i.e. in public administration

Objectives

Methods

Results

Discussion

Conclusion