Enhancing Citizen Satisfaction Using Citizen-Facing Process Mining

Processes are at the heart of day-to-day reality for citizens. These include processes where citizens have to interact with government institutions as well as processes where citizens have to engage with public institutions such as banks, insurance companies, and online platforms. It is generally observed that many well-intentioned policies and systems when operationalized as processes fail to achieve their goals. To make it worse, even some basic processes can cause a lot of anguish to the citizens and the government officials/leaders of public institutions may remain blissfully unaware of ground reality. Automation is often cited as a silver bullet to address citizen concerns. But automation works purposefully only if processes can be monitored and enhanced when in motion. In this context, the emerging field of process mining holds great promise. In this chapter, we focus on citizen-facing process mining. Here the citizen perspective and how a process is practiced in the field becomes a lot more important. We propose an architectural framework for citizen-facing process mining and a research model that can be used to enhance citizen satisfaction and delight citizens.