An algorithmic method for business process reengineering and service automation in the public sector.

Digital transformation of public services offers significant opportunities for improving the delivery of services to citizens, businesses, and other stakeholders in society. However, implementing digital transformation initiatives can be challenging, particularly in the public sector where processes and systems can be complex and bureaucratic, and as there no clear step-by-step guidelines to achieve a systematic, rigorous and repeatable result. The present paper aims at offering a valuable contribution to the field of digital transformation in the public sector, providing a practical and effective algorithmic method for business process reengineering and service digitalisation. The presented algorithmic approach to support the digital transformation of public sector services utilises process modelling tools, design patterns, innovative heuristics, simulation software and decision support systems. The method is demonstrated through a case study which involved the redesign of several hundreds of both internal processes and outward looking services in Greek local administration. Application results show significant improvements in process efficiency and effectiveness, repeatability and increased stakeholder satisfaction.