The potential of the P-graph for optimizing public service processes

Abstract

AbstractThe European Union set out several directives and standards for governments and local authorities on environmental policy issues in the planning and management of public services. Public service provisioning is subject to both traditional expectations (such as customer-friendliness and efficiency) and new environmental stewardship and sustainability expectations. This paper analyzes public service processes, particularly the university enrolment process. Our analysis used public service models (Service Blueprinting, Business Process Modeling, Process Chain Network) and a mathematical model (P-graph). Our research aims to analyze the university enrolment process and its efficiency, considering sustainability aspects and expectations and identifying the points that can be modified and improved to make it more efficient, sustainable, qualitatively positive, and economical. According to our research, school administrators are overburdened during the enrolment process, often resulting in overtime work and a high turnover ratio. Our results clearly show the high inefficiency of this administrative process, as administrators can only partially meet their expected labor targets during their regular working hours. We found that the university enrolment process can be improved and made more efficient and sustainable. Using the P-graph, we have found the process’s optimal path and resource requirements in a way that was not feasible with previous models. Heartened by these results, we propose introducing and applying the P-graph as a new model to study other public service processes. Graphical abstract