The first step in improvement of municipal processes has been introduction of process descriptions. This is a well known technique for documenting what is done and how authority is spread in the organisation. It takes time and in many cases legal issues limit how changes can be made to different processes. The municipalities are working to deliver digital forms, which are tools that enable information gathering through a structured process and where additional information can be put in as guidance or reminders. The municipalities' preferred tool is workflow programming, where the collection of data and structures is based on the same principles as process descriptions, but where the workflow program-script acts as the process-description. This approach models and defines the interactions between different systems, including the digital archive and ERP. Integrated solutions link municipal invoicing data with accounts receivables, and produce digital invoices that are sent directly to the relevant banks. The municipalities are also developing automated processes, where services are automatically provided if the user submits the correct data (e.g. booking an appointment).
The various elements of the pilot form an integrated set of elements that will be an efficient and effective reorganisation of municipal work. This gives customers an opportunity to understand how processes work, while giving the organisation/municipality a better understanding of how their internal processes work and providing opportunities to develop process-related indicators that can support better management and decision making.