When developing and evaluating businesses and information systems, business process modelling has become an important and increasing task. This report provides an introduction to municipalities on this approach and shows how they can use it to improve the delivery of municipal services to citizens.

The process oriented approach is based on values such customer focus and value added activities and results (to do things right and to do right things). Process diagrams give a horizontal view of the business that elucidates connections, handovers and the responsibility for what happens between administrations and organisations.