ACTES PROCEEDINGS ACTAS - Mediate.com

For sure, everything should be very user friendly and above all, secure, which in some cases
is impossible since it is “either – or”. As a matter of fact, financial aspects are seen and a
really good research might even bring to the surface some roots of marketing.
One of the prioritized objectives in Voecklabruck is the shift to a modern, innovative, and
efficient administration. Of course, several steps towards this direction were done before
thinking on process management, but this IT based management approach was seen as to
be most supportive and innovative.
The vision and mission of the project was to support the city management in structured
management of processes within the organization to increase efficiency and to enhance
transparency internally to achieve optimal customer / citizen orientation and satisfaction
externally. As an additional benefit a blueprint of the E-Gov software suite yet to be decided
will be gained!
The initial project phase lasted four months and was finished by the end of June 2004. The
first project step was to define a process map containing ten core processes that should be
identified, described, reorganized and documented. The ten processes covering all
organizational units within the city management were selected during a brain storming by all
project participants. The process map was depicted accordingly.
The second project step was the description of the organizational structure. In the first phase,
an organizational chart was modelled. This organizational chart describes the hierarchical
structure of the administration on a high level. The working environment, as the breakdown
of the organizational chart, is the detailed description of the organizational structure on the
level of performers (employees) and their roles.
The third and most important project phase was the organization of workshops where the
persons responsible for a given process – the so-called process owners – and the process
participants, the employees who are directly involved in executing a process, should describe
the process flow with all its decisions, paths and sub processes. The persons responsible for
the project conducted one half-day workshop per core process.
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