Studying a Lengthy Administrative Process

55:49Recorded on 15 June 2015 at TU Eindhoven

Léonard Studer(City of Lausanne, Switzerland)

Léonard and his colleague Ines analyzed the construction permit process at the City of Lausanne, which is regulated by 27 different laws from Swiss federal law, cantonal law, and communal regulation.


Administrative processes are typically based on public laws and regulations. As such, you might think that they must be quite simple and well-structured, especially when compared to customer journey or hospital processes. The truth, though, is that administrative processes can become very complicated as well.

Léonard Studer and his colleague analyzed the construction permit process at the City of Lausanne, which is regulated by 27 different laws from Swiss federal law, cantonal law, and communal regulation. It takes an average of six months to obtain a construction permit in Lausanne, from when the demand is filed. The administrative and technical employees already handle a heavy workload, while external clients like architects and construction businesses put pressure on the public works department to speed up the process.

The objective of the study was to identify bottlenecks and inefficiencies in the process, of course without changing or removing any of the legally required steps. Léonard takes us on a journey through the project, with all its challenges, highlights, and findings. One of the problems was that there was no proper activity name and Léonard shows hands-on how he used text mining to pre-process the data.

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