This article is part of a collection of process mining examples organized by industry. You can find the full overview here.
Government organizations have used process mining to analyze and streamline their administrative processes in many different areas.
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Henrique Pais da Costa from the Brazilian government applied process mining in the Brazilian executive branch. They looked at the production of administrative acts from conception until submission to the legislative branch, represented by the National Congress, or until publication.
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Vincent Veraart, Lewis Ho, and Richard Verheijen from UWV, the Dutch employee insurance agency, shared how they used process mining during the introduction of the temporary (Corona) emergency bridging measure NOW in our process mining café about public administration.
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Youri Soons from the Central Auditing Service in the Netherlands used process mining to make their audit work more efficient. It helps them to find abnormalities in a process (e.g., skipped steps or broken segregation of duties). The auditors can then focus on these exceptions.
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Daisy Wain analyzed the ‘Start a Business’ journey on the GOV.UK website. Rather than just looking at individual parts of the process, they discovered the end to end journeys through both content and services. Daisy also joined our process mining café about customer journeys.
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Wim Leeuwenkamp from the Dutch Tax Office was also at the first process mining camp and shared his experiences from a pilot project in the audit department of the Ministry of Finance. Gathering the data was not easy due to the legacy systems in the IT environment.
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Johan Lammers from Statistics Netherlands (CBS) produces statistics about processes and processes are needed to produce statistics. As a government-funded office, the efficiency and the effectiveness of their processes is important to spend that public money well.
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Zsolt Varga from the European Court of Auditors shows the results from four different process mining projects at different agencies. In some of these projects they could use their own data. In other projects they had to rely on external data from standard and non-standard systems.
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Edmar Kok talked about a project at DUO, the study financing arm of the Dutch Ministry of Education, where a new IT sytem was introduced. Process mining helped to uncover technical errors in the pilot phase. They also defined business KPIs for the new process based on the pilot usage.
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The Social Insurance Bank of Curaçao (SVB) reimburses healthcare providers for delivering obstetrical care (childbirth). In this study, they investigate the claim that there is undue retention amongst gynecologists for clients that initially started their process at the midwife clinic.
Also municipalities have many application possibilities for process mining.
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Wim Kouwenhoven from the City of Amsterdam is responsible for improving and controlling the financial function at the City of Amsterdam. He shares the five-step approach that they used for introducing process mining.
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Léonard Studer from the City of Lausanne was among the speakers of the very first process mining camp in 2012. Three years later, he came back to show a detailed study of the construction permit process. In his process mining café, we talked about being creative in finding data and ethics.
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Arturo Martínez Escobar analyzed the complaints process at the Granada city council. The results of this project changed the point of view of the managers in the department, who initially thought that the negligence of employees was the main cause of the delay.
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Jasmine Handler & Andreas Preslmayr from the City of Vienna audited one of Austria’s largest infrastructure groups: The Wiener Stadtwerke. They used process mining to evaluate the correctness, compliance, efficiency, and expediency of the control system. In the following Process Mining Café with Mieke Jans, we discussed audit standards, new definitions of materiality, and research on how auditors assign risk to deviations.
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David Truffet worked with a local government authority in Australia, where they had to replace an in-house legacy system with a new workflow system. He was asked to document 4 out of 16 processes and their interactions with the back office systems. With process mining they documented all 16 processes in half of the estimated time for documenting 4 of the processes.
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Ellen van Molle and Bram Vanschoenwinkel showed the analysis of an interim sector company (only available in Dutch) at an industry association association event. They investigated the sign-up process of the website for the municipal organization.