EU: Improving business processes and delivering better e-services

Published on: 01/09/2011
Last update: 29/09/2011

Description (short summary):
This document outlines a model, or framework, which can help you to improve your existing business processes to support and develop your e-services. The Common Process Model comprises a set of preconditions, directives, guidelines and templates that will help employees in different roles to identify, measure and improve the performance of the business processes that make up e-service solutions.

The Common Process Model stems from a collaborative project between Karlstad University and the municipality of Karlstad in Sweden, that began in February 2009. The project aimed to develop a simple methodology that would help the municipality to think about, to describe and to improve its business processes in a logical, strategic and self-reflective manner.

This guide is one of many outputs from the Smart Cities project which disseminate the project's findings on the models, the tools and the techniques that can be used to improve municipal service delivery. The guidance in this publication on business processes is based on critical modelling factors, focused and reflective modelling and practical process modelling (e.g. Christiansson and Christiansson, 2006) performed during the Smart Cities project between 2009 and 2011.

Number of pages: 40

ISBN Number: 9 781907 576263

Nature of documentation: Guide


Type of document