Improving Business Processes and Delivering Better E-Services - A guide from Smart Cities


Do you know your business and e-service solutions? Is your IT aligned with your business to support, enable and deliver your services? Your business processes define your ability and potential to provide customers and employees with effective and high quality services and solutions. Your processes influence your performance, your service delivery and what administrative support is available for your service offerings.

This document outlines a model, or framework, which can help you to improve your existing business processes to support and develop your e-services. The Common Process Model comprises a set of preconditions, directives, guidelines and templates that will help employees in different roles to identify, measure and improve the performance of the business processes that make up your e-service solutions.

The Common Process Model stems from a collaborative project between Karlstad University and the municipality of Karlstad in Sweden, that began in February 2009. The project aimed to develop a simple methodology that would help the municipality to think about, to describe and to improve its business processes in a logical, strategic and self-reflective manner.