Simplification of public service processes: a simplified macro process
DOI:
https://doi.org/10.6008/CBPC2179-684X.2021.003.0012Keywords:
Public Management, Processes Management, Modernization, Flexible processes, Simplification of processesAbstract
Process management has become an important issue for the survival of organizations and in the public sector this premise is no different. One way to update the fundamentalist view of bureaucratic technology and aim for the architecture of processes in the citizen is to replace the production line with the vision of service design. This article aims to build a macroprocess of simplification of “public service processesâ€, which is flexible enough and can be used in different sectors and public organizations. A descriptive exploratory approach with bibliographic and documental basis is applied to the construction of the Simplified Macroprocess. The result found was a robustly built system that adequately meets the Legal Framework, regulating the simplification of processes in a flexible way, as well as being customized for different sectors of public administration. The macroprocess needs to be customized to account for local specificities and is composed of four large cycles, which need to be managed and improved permanently. Performance indicators were not presented because these indicators need to be constructed according to the specificities of each sector and organization.
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