Abstract

During the last years the optimisation of business processes has gained more and more importance in the context of modernising public administrations. In line with the concept of electronic government (eGovernment) citizens demand not only an improved design of internet sites, but also the creation of real added value to administrational services. In dimensions of benefits (from the citizen’s point of view) and in dimensions of cost reduction (from the administrations’ point of view) the added value can be generated by providing fully transactional online citizen services. The establishment of such services should be supported by reorganising the underlying business processes in terms of process organisation and enabling ICT. Approximately 13,000 German municipalities mainly have to deal with the same spectrum of tasks. The administration processes that are necessary to fulfil those tasks share strong structural analogies. Within process oriented reorganisation projects, reference models can contribute to cost reduction in the phase of to-be modelling. Aim of this paper is to present experiences in applying reference modelling within the process oriented reorganisation project Regio@KomM in public administrations. The reorganisation of the process of issuing a general debit note authorisation exemplifies the practical applicability and the value potential of reference modelling in public administrations

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