What is Process Mining and how can it help governments?

This process did not necessarily follow the traditional path, but it led to the customer-defined happy path.

“They had no other way,” Raiker says. “There is no technology other than business intelligence or Excel spreadsheets that can understand this, but process intelligence can.

The client was able to nearly halve its audit team of 16 full-time employees, sending the rest to another audit.

“Here’s another process area we want more information on,” Raiker says. “We want to be more compliant. We want to get closer to compliance and regulation, but we don’t have a simple solution. We will move our team.

How can process mining help state and local government?

According to Raiker, many of the problems encountered when working with governments are discovered in the procurement process. Yet much of this work is not what citizens encounter or what frustrates them.

“It could be street service, sanitation service, water service,” he says. “What we’re seeing with digitization is that it enables deeper communication and collaboration between these traditionally siled departments.

“So what process mining can do is help highlight where systems are working, where things are going well, building structures and process documents that can help you automate some of the things routing and procedure.”

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He notes that process mining also gives state and local governments the ability to zoom in on problematic vehicles, departments and workers.

“We’re not looking to highlight anybody and say, ‘That person did it wrong,'” Raiker says. “But why is there a very specific fire truck or ambulance that takes a lot longer to respond to calls than another?”

Process mining provides the opportunity to not only learn the answer, but also to solve it.

Process Mining depends on information sharing between agencies

Information is at the heart of what governments do. Whether that information comes directly to a citizen or is used to improve a service, governments need information and can thrive on it.

“Information sharing is a positive in these scenarios, and it’s the disruptor,” Raiker notes. “Process mining provides information. In part, this is information that could never be seen before, about how one department interacts with another.

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Raiker describes a hypothetical scenario in which an employee, who works in a state revenue department, files a form electronically. Once the form leaves that employee’s system, it is directed to three additional destinations. From there, he can go elsewhere. Another employee of the state accounting office may possibly receive it.

A review of the log data for this transaction could reveal information about the governance of an agency or program. Even knowing that is part of a potential improvement, Raiker says.

“So even when we think about digitization, there are benefits to just understanding and being able to see how our people and our technology interact,” he says.