Analyzing Public Service Processes from Customer and Employee Perspectives by Using Service Blueprinting and Business Process Modelling
The conversation and modernization of the public sector is the ground of the good government and good governess. In our research, we examine a public service process of the Hungarian public sector. Our goal was to visualize the complex procedure as a whole (contact affair procedures in case of patchwork families) with Service Blueprinting and Business Process Modelling. After the process modelling, we used the discrete event simulation to analyze the elements of the process. Therefore, we are able to give a recommendation on how to improve the process for both the administrators and the legislators. With improving the effectiveness and efficiency, the government will be able to influence the satisfaction of customers and administrators. In the current procedure administrators are under the pressure, it is very stressful for them and the fluctuation is high in the office. We recommend for legislators to analyze the whole procedure in the public sector before the prescription of time limit. With the customer and administrator-oriented digitalization, the whole procedure can be more flexible and quicker.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
149/1997 Government Decree (IX.10.) on Guardianship Authorities and Child Protection and Guardianship Procedures, Chapter IV., Sections 27-33/B
Act CL of 2016 on the Code of General Administrative Procedure https://njt.hu/translated/doc/J2016T0150P_20180102_FIN.pdf (28 May 2020)
Act V of 2013 on the Civil Code, Book Four (Family Law), Chapter XVIII of the Exercise of Parental Supervision, Section 4:178. - 4:185 http://njt.hu/translated/doc/J2013T0005P_20180808_FIN.pdf (28 May 2020)
Act XXXI of 1997 on the Protection of Children and the Administration of Guardianship https://ec.europa.eu/migrant-integration/librarydoc/act-xxxi-of-1997-on-the-protection-of-children-and-the-administration-of-guardianship (28 May 2020)
Alford, J. (2016), “Co-production, interdependence and publicness: extending public service-dominant logic”, Public Management Review, Vol. 18, No. 5, pp. 673-691.
Banks, J., Carlson, J. S., Nelson, B. L., Nicol, D. M. (2013), Discrete-Event System Simulation: Pearson New International Edition (5th ed.), Pearson Education Limited, London.
Barker, R. L. (2003), The Social Work Dictionary (5th ed.), NASW Press, Washington, DC.
Biblarz, T. J., Gottainer, G. (2000), “Family structure and children’s success: a comparison of widowed and divorced single-mother families”, Journal of Marriage and Family, Vol. 62, No. 2, pp. 533-548.
Bitner, M. J., Ostrom, A. L., Morgan, F. N. (2008), “Service blueprinting: a practical technique for service innovation”, California Management Review, Vol. 50, No. 3, pp. 66-94.
Bohács, G. (2012), “Folyamatelemzés és szimuláció” (Process analysis and simulation), Járműipari Felsőoktatási és Kutatási Együttműködés, (Cooperation in Higher Education and Research in the Automotive Industry), Available at: http://etananyag.szerep.sze.hu/JaDoX_Portlets/displayContent?docId=47647&secId=2276 (28 May 2020)
Bouckaert, G., Nakrošis, V., Nemec, J. (2011), “Public administration and management reforms in CEE: main trajectories and results”, NISPAcee Journal of Public Administration and Policy, Vol. 4, No. 1, pp. 9-29.
Buics, L., Eisinger Balassa, B. (2020), “Applying new methods for analyzing public service processes”, Pro Publico Bono, Advance online publication
Cančer, V., Pejić Bach, M., Zoroja, J. (2017), “A synergy of creative problem solving, system dynamics and multi-criteria decision making”, in Böhmová, L., Pavlíček, A. (Eds.), 22th International Conference System approaches‘16 - Responsible Development of Systems, 8 December, University of Economics, Prague Publishing Oeconomica, Prague, pp. 35-41.
Chinosi, M., & Trombetta, A. (2012), “BPMN: an introduction to the standard”, Computer Standards & Interfaces, Vol. 34, No. 1, 124-134.
Drechsler, W.,(2005). “The Re-Emergence of “Weberian” Public Administration after the Fall of New Public Management: The Central and Eastern European Perspective”, Halduskultuur, vol 6, pp. 94-108.
Drechsler, W., Kattel, R. (2008), “Conclusion: towards the Neo-Weberian state? Perhaps, but certainly adieu, NPM!” NISPAcee Journal of Public Administration and Policy, Vol. 1, No. 2, pp. 95-99.
Drechsler, W., Randma-Liiv, T. (2014), “The new public management then and now: lessons from the transition in Central and Eastern Europe”, working papers TUT Ragnar Nurkse Department of Innovation and Governance, Tallin, available at: http://technologygovernance.eu/files/main/2014050506213434.pdf (28 May 2020)
Durose, C., Mangan, C., Needham, C., Rees., J. (2013), “Transforming local public services through co-production”, available at: https://www.birmingham.ac.uk/Documents/college-social-sciences/government-society/inlogov/briefing-papers/2013/transforming-local-public-services-co-production.pdf (28 May 2020)
Fließ, S., Kleinaltenkamp, M. (2004), “Blueprinting the service company: managing service processes efficiently”, Journal of Business Research, Vol. 57, No. 4, pp. 392-404.
Garrido, J. M. (2011), “Object oriented simulation: a modeling and programming perspective”, 49th Annual Southeast Regional Conference, 24 March, Association for Computing Machinery, Kennesaw, Article 3.
Gronroos, C, (2000), Service Marketing and Management: A Customer Relationship Management Approach, John Wiley & Sons, Chichester.
Hajnal, G. (2004), “Administrative culture and new public management reforms: a comparative case study”, Doctoral dissertation, Budapest University of Economic Sciences and Public Administration.
Hetherington, E. M. (1999), “Family functioning and adjustment of adolescent siblings in diverse type of families”, Monographs of the Society for Research in Child Development, Vol. 64, No. 4. pp. 1-25.
Hood, C., Peters, G. (2004), “The middle aging of new public management: into the age of paradox?” Journal of Public Administration Research and Theory: J-PART, Vol. 14, No. 3, pp. 267-282
Kazemzadeh, Y., Milton, S. K., Johnson, L. W., (2015a), “Service blueprinting and Process-Chain-Network (PCN): an ontological comparison”, International Journal of Qualitative Research in Services, Vol. 2, No. 1, pp. 1-12.
Kazemzadeh, Y., Milton, S. K., Johnson, L. (2015b), “A conceptual comparison of service blueprinting and Business Process Modeling Notation (BPMN)”, Asian Social Science, Vol. 11, No. 12, pp. 307-318.
Kazemzadeh, Y. Milton, S. K., Johnson, L. (2015c), “An explication of three service business process modeling approaches,” Australian Journal of Business and Economic Studies, Vol. 1, No. 2, pp. 40-53.
Kazemzadeh, Y. Milton, S. K., Johnson, L. (2015d), “Process Chain Network (PCN) and Business Process Modeling Notation (BPMN): a comparison of concepts”, Journal of Management and Strategy, Vol. 6, No. 1, pp. 88-99.
Kingman-Brundage, J. (1989), “The ABC’s of service system blueprinting”, in Bitner, M. J. A. C., Crosby, L. A. (Eds.), Designing a Winning Service Strategy, American Marketing Association, Chicago, pp. 30-43.
Kingman-Brundage, J. (1991), “Technology, design and service quality”, International Journal of Service Industry Management, Vol. 2, No. 3, pp. 47-59.
Kingman-Brundage, J. (1993), “Service mapping: gaining a concrete perspective on service system design”, in Scheuing, E. E. A. C., Christopher, W. F. (Eds.), The Service Quality Handbook, American Management Association, New York, pp. 148-163.
Ko, R. K. L., Lee, S. S. G., Lee, E. W. (2009), “Business process management (BPM) standards: a survey”, Business Process Management Journal, Vol. 15, No. 5, pp. 744-791.
Lindquist, E., Paquet, G. (2000), "Government restructuring and the federal public service: the search for a new cosmology", In Lindquist, E. (Ed.), Government Restructuring and Career Public Services in Canada, Institute of Public Administration of Canada, Toronto, pp. 71-111.
McGoldrick, M., Gerson, R., (1987), Genograms in Family Assessment, Norton.
Mes, M. R. K. (2017), “Simulation modelling using practical examples: a plant simulation tutorial”, available at: https://ris.utwente.nl/ws/portalfiles/portal/14249716/TutorialPlantSimulation13v20170726.pdf (28 May 2020)
Merkač Skok, M., Zoroja, J., Pejić Bach, M. (2013), “Simulation modelling approach to human resources management: burnout effect case study”, Interdisciplinary Description of Complex Systems: INDECS, Vol. 11, No. 3, pp. 277-288.
Milton, S. K., Johnson, L. W. (2012), “Service blueprinting and BPMN: a comparison”. Managing Service Quality, Vol. 22, No. 6, pp. 606-621.
Mintel. (2005), “Marketing to families”, available at: https://reports.mintel.com/display/174508/ (28 May 2020)
Muehlen, M., Recker, J. (2008), “How much language is enough? theoretical and practical use of the business process modeling notation”, in Bellahsène Z., Léonard M. (Eds.), 20th International Conference on Advanced Information Systems Engineering, 16-20 June, Springer, Montpellier, pp. 465-479.
Nambisan, S., Nambisan, P. (2013), “Engaging citizens in co-creation in public services: lessons learned and best practices”, available at: https://icma.org/sites/default/files/305952_Engaging%20Citizens%20in%20Co-Creation%20in%20Public%20Service.pdf (28 May 2020)
Nemec, J. (2010), “New public management and its implementation in CEE: what do we know and where do we go?” NISPAcee Journal of Public Administration and Policy, Vol. 3, No. 1, pp. 31-52.
Nemec, J., Svidroňová, M. M., Kovács, E. (2019). “Welfare co-production: Hungarian and Slovak reality”, NISPAcee Journal of Public Administration and Policy, Vol. 12, No. 2, pp. 195 - 215.
Ojasalo, J. (2012), “Contrasting theoretical grounds of business process modeling and service blueprinting”, in Global Conference on Business and Finance, Vol. 7, No. 2, 22-25 May, The Institute for Business and Finance Research, San Jose, pp. 410-420.
Osborne, S., Strokosch, K. (2013), “It takes two to tango? Understanding the co-production of public services by integrating the services management and public administration perspectives”, British Journal of Management, Vol. 24, pp. S31-S47.
Osborne, S. P., Radnor, Z., Strokosch, K. (2016), “Co-production and the co-creation of value in public services: a suitable case for treatment?”, Public Management Review, Vol. 18, No. 5, pp. 639-653.
Prateek, S. (2015), “Discrete-event simulation”, International Journal of Scientific & Technology Research, Vol. 4, No. 4, pp. 136-140.
Recker, J. (2010), “Opportunities and constraints: the current struggle with BPMN”, Business Process Management Journal, Vol. 16, No. 1, pp. 181-201.
Recker, J. (2011), Evaluations of Process Modeling Grammars: Ontological, Qualitative and Quantitative Analyses Using the Example of BPMN, Springer Science & Business Media, Berlin.
Recker, J., Indulska, M., Rosemann, M., Green, P. (2010), ”The ontological deficiencies of process modeling in practice”, European Journal of Information Systems, Vol. 19, No. 5, pp. 501-525.
Sager, C. J., Steer Brown, H., Crohn, H., Engel, T., Rodstein, E., Walker, L. (1983). Treating The Remarried Family, Routledge, New York.
Shostack, G. L. (1981a), “How to design a service”, European Journal of Marketing, Vol. 16, No. 1, pp. 49-63.
Shostack, G. L. (1981b), “How to design a service”, in Donnelly, J. A. G., George, W. R. (Eds.), Marketing of Services, America Marketing Association, Chicago.
Shostack, G. L. (1984), “Designing services that deliver”, Harvard Business Review, Vol. 62, No. 1, pp. 133-139.
Shostack, G. L. (1987), “Service positioning through structural change”, Journal of Marketing, Vol. 51, No. 1, pp. 34-43.
Stark, A. (2002), “What is the new public management?” Journal of Public Administration Research and Theory: J-PART, Vol. 12, No. 1, pp. 137-151.
Visher, E. B., Visher, J. S. (1995), “Stiefeltern, Stiefkinder und ihre Familien: Probleme und Chancen” (Step-parents, step-children and their families: problems and opportunities), Beltz, Weinheim.
Vuksic, V., Pejic Bach, M. Marjanovic, O. (2011), “Business process orientation in croatian companies: a multi-site case study”, in Luzar-Stiffler, V., Jarec, I., Bekic, Z. (Eds.), 33rd International Conference on Information Technology Interfaces ITI 2011, 27-30 June, IEEE, Dubrovnik, pp. 51-58.
Vuksic, V., Pejic Bach, M., Popovič, A. (2013), “Supporting performance management with business process management and business intelligence: a case analysis of integration and orchestration”, International Journal of Information Management, Vol. 33, No. 4, pp. 613-619.
Vuksic, V., Pejić Bach, M., Tomicic-Pupek, K. (2017), “Utilization of discrete event simulation in business processes management projects: a literature review”, Journal of Information and Organizational Sciences, Vol. 41, No. 2, pp. 137-159.
Zeigler, B., Prähofer, H., Kim, T. G. (2000), Theory of modeling and simulation: Integrating discrete event and continuous complex dynamic systems (2nd ed.), Academic Press, London.
Zeithaml, V. A., Bitner, M. J., Gremler, D. D. (2009), Services Marketing: Integrating Customer Focus across the Firm, McGraw-Hill, New York.