Process Mining in the public sector

Improvement citizen services - for better service quality

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Process Mining in the public sector: utilizing advantages

Citizens and companies increasingly expect digital, transparent and efficient administrative processes. Public authorities find it difficult to meet these expectations due to complicated, historically evolved process structures. Inadequate infrastructure, outdated systems and manual processing lead to media disruptions that impair service quality and unnecessarily tie up human resources. The result is long processing times that cause frustration for both employees and citizens.

Process Mining offers the public sector an innovative approach to solving these problems. The technology makes it possible to analyse and visualize actual business processes using digital traces in IT systems. The transparency gained allows inefficiencies and bottlenecks in the often opaque cross-departmental processes to be eliminated in a targeted manner. By analyzing process data, public authorities can make their services more efficient, improve the customer experience and ultimately strengthen citizens' trust.

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This is why Process Mining is becoming increasingly important in the public sector

Process Mining is a data-driven method that applies specialized algorithms to event log data to identify trends, patterns and details about the actual flow of processes. This technology is based on so-called event logs - digital traces that are created when processes are processed in IT systems. Process Mining tools use this data to automatically reconstruct processes, identify deviations from the target process and uncover optimization potential. Data from various source systems such as ERP or CRM systems can be consolidated and analyzed, creating a holistic picture of the process landscape and enabling fact-based decision-making. The technology is now used in a wide range of industries and is used for process optimization in the energy sector, for example. Process Mining is also used in the construction industry with IoT to leverage untapped potential.

Process Mining is becoming increasingly relevant in the public sector, especially with regard to increasing digitalization. The implementation of e-government initiatives is continuously creating new data pools in administrative systems, which serve as a valuable basis for Process Mining and open up new possibilities for analyzing administrative processes. As part of e-government process integration, automation potential can be identified and standardized workflows can be designed more efficiently - for a data-driven, citizen-oriented administration.

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How Process Mining ensures greater efficiency in the public sector

Inefficient processes are a recurring problem in public administration: approval procedures are characterized by complicated approval processes in which applications are forwarded several times between different departments. Delays also occur in procurement due to cumbersome tendering procedures, contract mismanagement and a lack of transparency. The processing of citizens' concerns also suffers from unclear responsibilities and redundant data collection, which unnecessarily prolong the process.

Process Mining identifies and eliminates these inefficiencies using a data-based approach. The technology makes it possible to identify and compare process variants, allowing best practices to be recognized and transferred to similar processes. The analysis of throughput times in particular creates added value here by precisely localizing the causes of delays. This allows inefficient processing loops to be eliminated and manual activities to be automated, resulting in a considerable reduction in costs for the public sector. At the same time, optimizations can also be derived in terms of resource allocation, as authorities can use objective data to decide where staff and resources should be deployed most effectively. For citizens and companies, this ultimately means faster processing times, more transparent procedures and a higher quality of service.

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Start now with Process.Science!

Getting started with Process Mining is easier than you think. Thanks to seamless integration with existing BI systems such as Power BI or Qlik Sense, you can work with familiar tools. All you need for a quick “proof of value” is

  • Basic process data (event logs) from your systems, which our solution can extract
  • A business process as a starting point
  • 1-2 days for initial setup and first results
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Use cases of Process Mining in the public sector

Process Mining offers the healthcare sector and the public sector a wide range of opportunities to optimize processes and increase efficiency. Through the systematic analysis of event logs from various administrative systems, the technology creates transparency about opaque processes in various industries and uncovers optimization potential. The following use cases can be identified for Process Mining in the public sector.

Sustainability initiatives analysis

The implementation of sustainability goals poses complicated challenges for public administrations, as it often requires cross-departmental coordination and involves processes that are difficult to monitor. Process Mining enables the public sector to analyze resource consumption and CO2 emissions in detail at process level by combining and evaluating data from different administrative systems. The technology identifies resource-intensive process steps and inefficient processes that lead to unnecessary energy consumption or material waste. The continuous monitoring of sustainability KPIs enables authorities to measure the success of the initiative and make targeted adjustments, which contributes to a more effective implementation of environmental goals and a demonstrable reduction of the ecological footprint.

Compliance review in the public sector

Compliance with regulatory requirements poses challenges for public administrations, particularly with regard to the protection of personal data. Process Mining supports compliance checks by making the actual process flows transparent and automatically identifying deviations from predefined standards. Data protection analysis in particular creates added value in the public sector - data access and processing can be analyzed in detail, which counteracts potential data protection violations at an early stage and facilitates compliance with the GDPR and other data protection regulations.

Optimization of citizen services

Citizen services are the flagship of public administration and shape citizens' trust in state institutions. Process Mining can make citizen services significantly more efficient by systematically identifying process bottlenecks and standardizing procedures. The technology visualizes the actual processes involved in handling citizens' concerns and shows where unnecessary waiting times occur or resources are used inefficiently. By optimizing the processes associated with citizen participation, administrations can tailor their services to the needs of citizens. In this way, administrative processes can be made both efficient and citizen-oriented with Process Mining.

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Implementing Process Mining in the public sector - with Process.Science

At Process.Science, we take a pragmatic, practical approach to implementing Process Mining in the public sector: our solutions are integrated directly into existing business intelligence platforms such as Microsoft Power BI and Qlik Sense. Seamless integration enables fast, uncomplicated implementation without the need to interfere with existing management systems. Our Process Mining tools can be flexibly implemented both on-premise and in common cloud environments such as Microsoft Azure, Amazon Web Services or Google Cloud Services. You retain full control over all data - no information is transmitted. With Process Mining in the public sector, you can gain a comprehensive insight into your process efficiency in just a few steps.

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