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This course shifts the focus on what matters in public service modernization. The creation of e-Services without a proper re-engineering of public services results in the creation of e-Garbage. Service modernization in the public sector requires a holistic approach in order to yield optimal results. Process management is indeed a crucial part of public service modernization. This course introduces the participants to the core concepts of process management. It teaches them to differentiate between different types of processes, develop a process landscape for their organization and prioritize those processes which have the highest modernization potential. Participants will practice process design and reengineering using a leading process management platform and learn techniques for evaluating the efficiency of public services.

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  • Division, service and process managers and supervisors
  • IT managers
  • Public service modernization team members

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  • Basics of Process Management
  • Strategic goal setting with process maps
  • Building a process register
  • Modelling administrative processes
  • Collecting process information
  • Analysis and optimization of administrative processes
  • Continuous improvement of administrative processes
  • Successful management of administrative processes

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After completing this course, the participants will:

  • gain a holistic view on public service modernization
  • appreciate the value of Process Reengineering
  • Learn fundaments of re-engineering government processe
  • Practice process modelling and improvement
  • learn how to successfully manage government processes

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