1. 2nd Meeting of the EPAN Troika of Directors General
eGovernment Working Group
Vienna, 28 May 2006

2. BPM Study
Identification and evaluation of ICT-supported modernisation approaches
national good practices reported by delegates, GPF database
Response:15 cases from 7 old, new and Accession States + CH
3 detailled case studies at eGovWG meeting

3. Findings
Strong positive correlation between number of processes and project budget
Gaps between perceived importance and performance of eGov projects
End-customer-related measurement but no process and/or performance measurement to assess reorganisation
Image improvement is main motivation for employees

4. Recommendations 1/2
More systematic identification of the relevant processes and its properties (e.g. the appropriateness for integration with other processes) for eGov process improvement.
More flexible working structures should allow, support and motivate public sector employees to focus exclusively on process improvement in eGov projects.

5. Recommendations 2/2
The use of reference models needs thorough evaluation of benefits and risks.
When outsourcing business processes and/or IT functions (e.g. application development) ex-ante and ex-post evaluation is required

6. Thank you for your attention.
Your questions?