Towards T-Government by Increasing Process Maturity in Public Sector

Abstract

A successful e-government implementation cannot do without some kind of business process change, not only of the front-office parts of processes, but the entire processes, which often flow through several departmental units or even several government agencies. Further advances of e-government that lead to t-government, are not possible without an integration of business processes. The implementation of t-government requires a high level of business process orientation and typically involves a business process change project. Non-profit organisations have some specifics, which make process renovation projects considerably different. The purpose of this chapter is to present an approach that enables governmental institutions to move towards t-government. The general framework for business process change methodologies, techniques and tools is customised for their needs and extended with several other business process management elements, e.g. measurement of the level of business process orientation in an organisation. The relationship between business process orientation levels and the sophistication of online services is shown through a case study of one of the Slovene ministries, where the proposed adapted methodology has been successfully employed.