The public sector faces many challenges

The government too is faced with the challenge of delivering increasing quality with less people. As a public authority, you encounter a dilemma. On the one hand you have to deal with a number of regulations, laws and procedures. On the other hand, you are faced with a growing amount of tasks, increasingly outspoken citizens, and the ever present media.

Conflicting interests quite often result in disputes. The citizen wants help in a quick and efficient manner, while procedures and regulations prolong the treatment process. The consequence is not only a dissatisfied citizen, but also an agitated civil servant. This does not attribute to the positive image that you want to display as a municipality, state or ministry. In addition, you want to be an appealing employer with a good eye for young talent. The question is how your organization can get all business operations to the desired level.

When do business issues occur?

In order to deal with issues, often a couple of internal procedures are activated. In addition, everything must be done according to laws and regulations. And it is not possible to just let go of the rules and procedures. This results into a problem of unnecessarily long or complex processes, while it could be simpler and faster. Furthermore, there has to be a constant responds towards changes to new laws and regulations. In short, a great deal of changes have a delaying effect on the public service.

How can this issue be tackled? How can we realize improvement? A proven method in combination with the right resources offers the solution.

The road map for municipalities

Step one is insight. You need to look at the current situation, before you can improve. A way of achieving this, is to visualize all system processes. The Comm’ant system gives you the opportunity to do so. All processes can easily be described and structured. In addition, the laws, regulations and quality standards can be linked to these processes. Furthermore, employee work titles combined with their tasks and authorities are integrated into the system. This way a blueprint of the organization is composed from all relevant elements. Now every employee knows his or her role in the organization, specific tasks, responsibilities, and the applying laws and regulations. Many processes particularly exist out of the interaction between citizen and government. Comm’ant is based on a result driven process model. Output from one process is input for the next. The internal and external customer is always central to the system.

Step two is improvement. A blueprint of the organization provides insight in which processes can be improved or even be eliminated. This is easily achieved with the Comm’ant system. You can instantly discover bottlenecks or redundancies.

Step three: continue your improvement cycle. After the first two steps, the same job is done, but more efficiently. You will see that processes in your organization run more efficient and smooth and that issues are addressed much faster. However, this entire improvement process needs to be constantly repeated to ensure continuity (the PDCA principle). Society is changing, and as a governmental organization you cannot fall behind.

Comm’ant helps you move forward

With Comm’ant, fast processes in combination with shorter waiting periods will lead to content employees, and satisfied citizens and organizations. The image of your organization will gradually advance into a customer oriented and flexible organization. The trust in governmental organizations will increase. Would you like to know more about the road map?

Read how Municipality Haaglanden uses Comm’ant (Dutch).

Read one of our cases, a source of inspiration for addressing your process organization (Dutch).