A Conceptual Framework for Predictive Process Monitoring in Public Administration

The delivery of organisational products and services is based on complex underlying business processes. Improving the quality of offered services requires the execution of a proper monitoring phase of business processes, supported by the continuous control of Key Performance Indicators (KPIs). In addition, the prediction of KPIs describing the future behaviour of processes can provide appropriate support for data-driven decisions and prevent undesirable behaviours. The latter approach corresponds to the application of Predictive Process Monitoring (PPM) techniques, which can help in proactive decision making and resource allocation, preventing deviations from set goals and enabling service optimisation. In particular, in the context of public administration, the identification and monitoring of KPIs related to delivery times, resource utilisation, citizen satisfaction, policy compliance, budget utilisation, etc., can drive the decision-making processes and thus support the improvement of the services offered.