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Improving the efficiency of public administrations through business process reengineering and simulation: A case study

机译：通过业务流程重组和模拟提高公共行政效率：案例研究

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Purpose - The purpose of this paper is to propose a business process reengineering (BPR) approach to a public administration of Italy, to first assess the efficiency of the administration, then to redesign its internal processes, to improve the current performance. Design/methodology/approach - A detailed mapping of the AS IS processes of the public administration was initially carried out, together with the collection of the relevant data. Then, a simulation model was designed to support the BPR approach. In particular, the model was exploited to assess the performance of the AS IS scenario of the organization, then to investigate numerous TO BE process configurations and evaluate the achievable performance improvements. Findings - From the study, it emerged that the current efficiency level of the public administration examined has potentials to be significantly improved. For instance, by maintaining its current workforce, the public administration could consider the opportunity of providing additional services to the citizens or to serve citizens from the neighbouring municipalities. Otherwise, the organization could consider a reorganization and reduction of its current workforce, at the same time keeping the service level to its citizens almost unchanged. Research limitations/implications - Results of this study cannot be fully generalized, since the whole analysis is grounded on specific public administration. Moreover, although the simulation outcomes of the TO BE processes show interesting improvements compared to the AS IS scenario, the TO BE configurations were not (yet) implemented in practice. Therefore, the results provided should be confirmed in future research activities. Practical implications - The case study allowed deriving some useful guidelines to improve the efficiency of the public administration examined, as well as to identify some TO BE configurations that could be implemented in practice. Originality/value - Scientific literature includes a limited number of studies that evaluate the efficiency of public organizations in real contexts. Moreover, no studies target public administrations in Italy. Therefore, this case study represents an interesting addition to the literature.
机译：目的-本文的目的是为意大利的公共行政管理部门提出业务流程再造（BPR）方法，首先评估行政管理部门的效率，然后重新设计其内部流程，以改善当前的绩效。设计/方法/方法-最初对公共行政部门的AS IS流程进行了详细的映射，并收集了相关数据。然后，设计了一个仿真模型来支持BPR方法。特别是，利用该模型评估组织的AS IS场景的绩效，然后研究众多的TO BE流程配置并评估可实现的绩效改进。调查结果-从研究中可以看出，目前所审查的公共行政效率水平有可能显着提高。例如，通过维持现有的劳动力，公共行政部门可以考虑向公民提供额外服务或为邻近城市的公民提供服务的机会。否则，该组织可以考虑重组和裁减现有员工，同时保持对公民的服务水平几乎不变。研究的局限性/含意-由于整个分析都基于特定的公共管理，因此无法完全概括本研究的结果。此外，尽管与AS IS场景相比，TO BE流程的模拟结果显示出有趣的改进，但实际上尚未（尚未）实施TO BE配置。因此，所提供的结果应在以后的研究活动中得到确认。实际意义-案例研究可以得出一些有用的准则，以提高所研究的公共管理的效率，并确定可以在实践中实施的一些TO BE配置。原创性/价值-科学文献包括数量有限的研究，这些研究在实际环境中评估公共组织的效率。而且，没有研究针对意大利的公共行政部门。因此，本案例研究为文献提供了有趣的补充。

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