Abstract
The paper presents a solution for automated analysis and improvement of public service delivery processes in the course of their digital transformation. The proposed solution is based on processes specification using business processes modeling notation (BPMN) and their consequent digitalization on the basis of enterprise content management (ECM) software platform. An original system of efficiency indicators was developed to improve the methodology of digital processes evaluation. The proposed approach was implemented in Samara region for digital transformation of the processes of licensing the retail sale of alcoholic beverages, child monthly support provision, issuance of permits for the use of land owned and processing of the citizens’ appeals by the Ministry of health, etc. The resulting solution is recommended for decision-making support of regional management digital transformation under the programs of Smart Cities’ development.
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Sitnikov, P., Dodonova, E., Dokov, E., Ivaschenko, A., Efanov, I. (2022). Digital Transformation of Public Service Delivery Processes in a Smart City. In: Arai, K. (eds) Intelligent Systems and Applications. IntelliSys 2021. Lecture Notes in Networks and Systems, vol 296. Springer, Cham. https://doi.org/10.1007/978-3-030-82199-9_21
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DOI: https://doi.org/10.1007/978-3-030-82199-9_21
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