Aplicación de minería de procesos para la mejora de los servicios públicos

Arturo Martínez-Escobar; Nemury  Silega Martíne; Manuel Noguera-García

doi:10.5281/zenodo.5812053

Authors

Arturo Martínez-Escobar Universidad de Granada
Nemury Silega Martíne Universidad de Ciencias Informáticas
Manuel Noguera-García Universidad de Granada

DOI:

https://doi.org/10.5281/zenodo.5812053

Keywords:

Auditing, process mining, public services, business process management

Abstract

In Public Administrations, it is fundamental to ensure a quality service to citizens so that they contribute to the reception of goods and services to which they are entitled. A good provision of public services, in principle, must respect the legally established restrictions, reach citizens in a timely manner, and from the organizational point of view, must be performed by applying criteria of effectiveness and efficiency. This study has been applied to a claims management department related to the collection of municipal taxes in a Public Administration, and has served to put the value of the data of events in the system applied in a process mining project, focusing the latter in a selection of techniques and tools, with the ProM and Disk applications for trace visualization and discovery and filtering applied to the event log, which have allowed us to detect inefficiencies and points of improvement in the business processes implemented. As a result, possibilities for improvement were identified in the provision of services that were causing citizen complaints and for which there were previously no tools that could help the process managers in their visualization. Process mining has been shown as a useful solution to help improve the provision of services that will impact on an improvement in the quality of life and perception of administrations by citizens.

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