How can you use process automation and integration to improve government services?

Muitos processos s?o independentes, outros tem uma rela??o natural, mas n?o s?o integrados, logo, deve-se fazer um estudo de processos que podem e precisam ser integrados, e depois o estudo dos processos e das integra??es entre eles e da viabilidade técnica

n my first role, we automated our invoice process. We used software bots and Make to handle repetitive tasks that took up a lot of time. Here's why it was great: It saved us hours every week. It reduced errors and improved consistency. This change meant we could focus on more important work. It also helped us save money and follow rules better. Automating simple tasks can make a big difference in how well a team works.

In my past encounters, process automation, including digitisation, has rapidly proliferated. Government services should follow suit, as this streamlines inefficient processes, simplifies services, and enhances transparency. This fosters stronger connections between the government and citizens, improving credibility and transparency in dealings.

In my experience, process integration is about making different systems work together. We linked our CRM and email platforms. This helped us a lot. Here's what happened: Our team could share information easily. It cut down on repeating the same work. This made our work smoother and faster. It also stopped us from having to enter the same data more than once. Connecting all parts of a process can really help a team be more open and work together better.

Algumas pessoas confundem os processos governamentais com "acesso às suas informa??es". Com frequência s?o ouvidas afirma??es equivocadas de que o governo vai usar as suas informa??es para aumentar impostos, para saber da sua vida, o que você come, o que veste, o que faz. Agora, imagine um Governo como uma empresa. As filiais s?o os Estados, os municípios. Os cidad?os (todos) s?o os clientes. Os processos dos servi?os de prefeituras e governos, s?o altamente ineficientes. E é justamente as integra??es de processos (assim como ocorrem em empresas que querem ou precisam ser mais eficientes) podem ajudar para a melhoria desse cenário. Tudo pode ser melhorado com integra??es, melhorando ponta a ponta do processo e a experiência dos cidad?os.

Governement Services are bureaucratic by design. Process integration and automation will therefore be much more challenging. But on the bright side, technical and technological barriers are often times less of an issue because most gov services are simply tasks of information flow and management.

Above all, think Work Simplification. Once you've assessed your processes and identified potential areas for automation and integration, the next crucial step is to prioritize simplicity. Seek solutions that streamline complex workflows, reduce unnecessary steps, and enhance overall efficiency. Simplicity minimizes the learning curve for users and promotes seamless integration into existing systems.- For example, adopting user-friendly interfaces, intuitive design principles, and modular automation solutions that can be easily customized to meet specific business needs.

Before automating a process we need to identify any non value added steps involved in the process. If found we need to remove the steps from the process. It doesn’t make sense to automate a process with NVAs. Also before integrating we need to ask is there any need of different systems. If yes, why? More the systems, databases results in more complexity. So we need to have a strong rationale behind multiple systems. Ideally, the target should be having one system or one single source of truth, streamline the process and then automate. In our organisation we are trying to achieve this step by step.

Government services often use automation and integration to streamline processes. Examples include online tax filing systems, automated permit applications, integrated databases for streamlined information sharing, and online portals for accessing various public services. These measures aim to enhance efficiency, reduce paperwork, and improve overall service delivery.

In my experience, Azerbaijan has started new idea ASAN services which involved several governmental services at one place and system. As a result, the process became integrated and it took less time to follow documentation procedures. So, by integrating processes with the help of the automation can lead more time efficient and transparent systems.