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In the age of information, how we empower our users to be more efficient is a step towards streamlining process. In some cases, by the time governance is established in an approach there is already a new methodology to how a process may be implemented across various business units, as well as externally to constituents. This is where agility becomes a crucial component to successfully adopting new process, and preparing your organization for the future.
Our current state of communication is a prime example of the importance of technology and agility. In a short span of time, communication has progressed from phone calls as a standard, to shorter, informal methods like emails, text messages, tweets and other social media posts, yet new and innovative means of communication are being added at a more frequent rate. As we look to the future, new communications platforms like Snapchat are proving to be a disruptive play in the market of how people interact with one another, and surely there will be others that continue to innovate. This also means that we are constantly adapting to a new method of communication to stay connected.
If we connect this to how we get work done there are similar patterns to the rate of change within technology. Paper based, inefficient processes were some of the first discovered opportunities for cost analysis and process improvement so that resources could become more efficient at how they get work done. This transformation is something that the private sector has leveraged to create a competitive edge and increase efficiencies to stand out more in their respective market. When it comes to the public sector there is a huge opportunity to become more agile and move to positions of leadership in the ways that technology is implemented as a standard.
According to a recent article from the Harvard Business Review, "…we have a world in which citizens find it easier to compare pubs than public schools, to compare hotels than hospitals. It’s a missed opportunity for governments not only to improve the lives of the people they serve, but also to demonstrate their value and increase civic engagement." There is a noticeable need for our government agencies to become more agile in how they serve their constituents and internal employees, but this is not a new thought in this space. Often there are policies, rules and regulations that make it difficult to affect positive change across an organization. There is a need to implement technologies that have an element of adaptability that will allow for processes to stay current once implemented.
Whether your goal is improving connection for between constituents and business units, or empowering process transformation across an organization, technology plays a vital role in improving the way people get work done, and more importantly targeting business process applications that work to make processes simpler for the people who utilize them. As we look at public entities there are two distinct areas of engagement where technology has an impact. Among business units and among constituents. In this space, process governance is especially important to the success of the application that is implemented. Implementing a poorly designed solution is a sure way to decrease user adoption and end up back where you started. Choosing a technology that will help to optimize the way in which people collaborate to get work done and gain visibility into a process, is a critical step in implementing solutions to help your organization.
As stated in The Future of BPM: From Prescribed Actions to Improvisational Interactions article by Gartner, "BPM has always been about operational excellence and improving business outcomes. What has changed is the prioritization of external measures of excellence over internal measures. Customer centricity, digital business, social responsibility, eco-friendliness and growth opportunities in volatile markets are driving enterprises to take a more outside-in view of their operations rather than the inside-out emphasis on efficiency." One other key piece to user adoption is the ease of use and intuitive nature of the end user experience. We can design processes that are implemented to the planning and prioritization specifications but until the users have a succinct way to interact with the process, they may find it difficult to use. This is especially important for processes that cross into the public realm. Reducing the amount of resource time for a process is critical to ensuring that time is saved when it comes to inquires or how much an individual must manually manage a request. This also translates to a constituent interaction point that is more seamless in providing service and information with less confusion around the information they may require.
K2 helps organizations across the globe with government process management by connecting people, processes, systems and data to streamline efficiency. Workflow challenges are unique in the public sector, and our software solutions can help you improve performance to better serve your communities and employees. Join us on Thursday April 20th for a special webinar detailing how K2 can help you in the public sector.