Part 3: Service Design and ImprovementInternational audiencePublic administration is under pressure to work more effectively and increase effectiveness with regards to internal administrative processes as well as level of service towards citizens. This paper identifies process management challenges encountered in Swedish municipalities and provides concrete examples of consequences of these challenges by using a bottom up approach. It is done by using a common public service process and a mobile solution as platform for discussions with municipal officials working with the process. To categorise the challenges they are grouped into six core categories of business process management, which provide a picture of challenges that municipalities face today. Results show that Swedish municipalities face challenges in all categories and that it was not possible to design a generic process for the analysed service. To initiate work with improving process maturity in local governments the bottom up approach used was found successful
Enterprise Resource Planning (ERP) Systems are standardized software packages intended to support the majority or all of an organization's processes. Customization of an ERP system is usually required to achieve fit between system and business processes of an organization. Customization options ranges from setting parameters in the system to developing new functionality by modifying source code. Models describing customization options are a decade old. Since then, the trend is for ERP systems to become more flexible. The feasibility of customization is facilitated and new options for customization are made available. Through in depth interviews, this research identifies a need for revising existing models. Presents necessary changes and proposes new customization options that should be included in a new model. There is also a need for customization models for different types of ERP systems. This paper therefore also contributes with describing how customization of cloud ERP relates to existing models.
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