Business Process Management Implementation: A Case Study in Local Government

Abstract

This study analyzed the implementation status of Business Process Management (BPM) in a local government entity in Fujairah, United Arab Emirates. Also the loopholes and effectiveness of the implementation was analyzed by having an in-depth analysis of the organization. To accomplish this task survey based as well experimental research methodology was adapted. A survey was designed for the targeted employees of the organization to get an insight to their understanding of the domain, their organization and their processes. The questions were designed in such a manner to extract as much information as available regarding BPM implementation if exist and the loopholes in it in terms of effectiveness, also if the implementation didn’t exist the reasons behind it. In addition to the survey a series of interviews were conducted. These interviews were done with 6 different stakeholders, namely Deputy Director, IT Manager, Development Manager, Business Analyst, IT Project Manager and representative of Excellence & Strategy Department. To portray the importance of BPM implementation and its benefits to the organization one process was automated using the Laserfiche RIO platform. At the end generalized benefits of BPM implementation in organization are given as recommendations.