BPMN Methodology. Part 4
Introduction
Modeling public service processes using BPMN requires a systematic approach that ensures clarity and consistency. Every process should be modeled to reflect the actual service delivery practices from the perspective of both the institution and the citizen. The following is a step-by-step guide to creating BPMN models for public services.
Step 1: Identify Process Participants
The first step is to identify all actors involved in the process. These may include:
- Citizen (Service User): The individual requesting a service or addressing a life event (e.g., applying for a document).
- Public Institution: The authority responsible for delivering the service (e.g., ministry, government office).
- Third Parties: External institutions involved in the process (e.g., banks, other government agencies).
- IT Systems: Automated processes and systems supporting the process (e.g., document management or orchestration systems).
Each actor should be represented in the BPMN model using swimlanes or pools, visually separating responsibilities.
Step 2: Define Process Inputs and Outputs
Each process requires the identification of:
- Inputs: What triggers the process? For example, a citizen’s request, submission of a document, or data from another system.
- Outputs: What is the outcome? This could be an approved document, a notification to the citizen, or an update to a database.
Inputs and outputs can be represented as data objects or messages connecting activities and events in the BPMN model.
Step 3: Describe Core Workflows
Once participants, inputs, and outputs are defined, the main workflow should be described in detail. Key elements include:
- Start Event: Defines what initiates the process (e.g., receiving a citizen's request).
- Activities (Tasks): Specific steps performed by actors, which may be manual or automated. Examples:
- Verifying the citizen's identity.
- Reviewing supporting documents.
- Approving the request by an authorized officer.
- Gateways: Decision points in the process. For example:
- If all documents are valid, proceed to approval.
- If not, request additional input from the citizen.
- Sequential or Parallel Flows: Define whether steps happen linearly or concurrently.
- Intermediate Events: Points where the process waits for further action (e.g., response from a third party).
- End Event: Indicates where and under what conditions the process concludes (e.g., delivery of outcome to the citizen).
Step 4: Define Communication Between Actors
Communication between actors (e.g., citizen and institution) is shown using message flows to depict the exchange of information, such as:
- A citizen’s service request.
- Notifications about the status of the request.
- System-to-system or institution-to-institution communication supporting the process.
Step 5: Validate and Optimize the Process
After modeling, it is essential to validate whether the BPMN model accurately reflects the real process. This involves:
- Completeness Check: Are all steps and scenarios covered?
- Optimization: Identify any inefficiencies or redundancies that could be eliminated or automated to improve processing time.
Step 6: Document the Process
The final step is to thoroughly document the BPMN model, including:
- Detailed descriptions of each activity.
- Business rules and conditions that influence the flow.
- Guidance for stakeholders on how to read and understand the diagram.
Conclusion
Modeling public service processes with BPMN focuses on creating clear and understandable visual representations. This structured approach ensures that BPMN models reflect the real needs of both institutions and citizens, and it supports efficient implementation and management of these processes.