Optimizing Public Service Delivery through Automated Stakeholder Interaction: Low-Code BPM Implementation

Abstract

For years, public institutions have been characterized by a complex and specific structure that requires the applications of bureaucratic procedures that are in accordance with the law and the professional preparations of officials. Nowadays, public institutions have high requirements for implementing intelligent IT systems, which allow the handling of documents in electronic form and the automatic flow of the information that is contained in them. This article presents a set of business processes that have been implemented in a public institution (dealing with the implementation of tasks in agricultural and food markets) that was performed in the BPMN notation. In addition to a description of the system, the article presents the positive impact of the implementation on the work of the authority. The article presents how businessprocess modeling and simulation support an enterprise in creating an integrated informationprocessing system. It concludes with a presentation of the effects and changes that have occurred in the authority following the implementation of a business-process-management system.