Government agencies are, by their nature, disparate bodies, operating in very different sectors, providing varied and diverse services to public and private organisations. Individual departments need to gain an overview of how their work fits into the overall picture of government, as well as with other agencies, in order to streamline and automate processes to deliver services more effectively and collaborate more efficiently with other entities. What’s needed is a solution that can bring them all together into a unified organisation with one vision.

Sumerge offers a Business Process Management solution that has been designed to give government departments and agencies full control, automation and clear visibility when it comes to government services, projects and objectives. The Business Process Management (BPM) solution offers designated personnel with a clear overview of all operations pertaining to their role, including services, processes and KPIs, meaning administrative processes can be streamlined and automated to optimise all areas of government operation.

This clearly has many benefits when it comes to delivering services to the public and progressing government projects. The BPM solution not only helps departments to collaborate better and interact more effectively with the public, but will also ensure compliance and process governance, eliminating paperwork and bottlenecks, and giving full visibility in how individual departments are performing.

Some examples of how Sumerge’s Business Process Management solution can be applied in government:

  • Manage cases and projects more efficiently

  • Manage organisational and process change

  • Measure performance

  • Create audit trails

  • Improve the administration of services to the public

In government, Sumerge’s Business Process Management solution can be used to enable all departments to work together towards common goals, enhancing productivity, while also reducing the time and cost of administration. The result is that departments and government agencies can streamline and automate their operations and offer a better service to the public.

Solution Capabilities

Sumerge’s Business Process Management solution for government agencies offers a clear view of all projects, services and procedures to help facilitate decisions, it as well automates and streamlines processes with the aim of improving the service offered by governmental departments and agencies using the below capabilities:

Managed Processes

One of the key benefits of Sumerge’s BPM solution is that the user interface has been designed to integrate with websites, mobile platforms, apps and call centre tools, making it easy to implement across the individual departments and partner organisations.

Business Process Manager

The Business Process Manger component has been designed to give personnel across government bodies the ability to collaborate and share insights into operations in order to effect change that benefits the department, the people it serves and government as a whole. As well as a performance dashboard, this component fully integrates with all mobile and cloud platforms/applications.

Case Management

Effective case management is key when dealing with the public. Not only does the capability give departments the functionality to optimise interactions with the public, but it can also be used create new and more efficient processes through testing and simulation. The Sumerge solution can be adapted with escalation protocols, reducing workloads, and giving employees at every level the opportunity to offer improved customer care.

Statistical Analysis & Reporting

Not only has Sumerge’s Business Process Management solution been created to integrate with all existing infrastructure, it can also be customised for key performance indicators, trends and statistical analysis, giving decision makers the information they need to take appropriate action.

Decision Manager

Within our solution, managers can view strategies and outcomes for enhanced decision-making. The decision-modelling component offers a schematic visual of all routes towards an outcome, offering a better understanding of services and work processes. What’s more, the BPM solution allows repeated tasks to be automated, which can help reduce workload and bureaucracy. As well as speeding up administration, managers are also able to make decisions to react to real-time scenarios.

Best Practices Library

The solution not only integrates with existing systems, but also can be customised to meet specific requirements when dealing with different types of government customer. It does this by adapting to best practices for individual niches. So whether the customer is a citizen, business or other type of organisations, the solution will seek out proven expertise and methodology through online sources for enhancing administration, reducing costs and errors, and even the need to hire in specialists.

Solution benefits

Having clear visibility and an in-depth understanding of operations is key in every organisation - no more so than in government. Administrative processes for dealing with the public need to be as effective as possible, both in terms of time and costs. The BPM solution offers a single platform that makes this possible, removing bureaucracy and streamlining procedures, while also allowing managers to respond quickly to changes in public need.

Enhance interactions with the public and other departments

Speed up reaction time and decision making

Increasing real time visibility across all areas of operations

Increase productivity and accelerate task completion

Automate and optimise administrative processes

Identify and remove bottlenecks