Business processes are key to providing, performing, delivering and evaluating e-services. Focus on business processes means a holistic view on e-services. The Common Process Model comprises a set of preconditions and methodologies for mapping business processes in order to identify, measure and improve the performance of the business processes that make up your e-service solutions. Experiences of employees from the municipality of Karlstad and contributions from local authorities in Edinburgh, Groningen, Kortrijk, Kristiansand and Lillesand have established a common ground to enable work on processes in a logical, strategic and self-reflective manner.

1. SMARTER CITIES SMARTER SERVICES Marie-Therese Christiansson Assistant Professor/Senior Lecturer Karlstad University COMMON PROCESS MODEL - a Focus on Service Performance

2. A COMMON PROCESS MODEL A GUIDE FOR MUNICIPALITIES FROM SMART CITIES

3. BUSINESS PROCESS MANAGEMENT Process monitored Process evaluated & improved Process established Process mapped Process ” invisible ” Karlstad Kortrijk Lillesand Edinburgh Groningen Kristiansand

4. BUSINESS PROCESS VIEW A FOCUS ON SERVICE PERFORMANCE

5. E-SERVICE DEVELOPMENT A HOLISTIC APPROACH Business strategy IT Business processes Ability to provide and prioritize e-Services Ability to perform e-Services Ability to design and deliver e-Service solutions

8. Business Process Modeling Notation - BPMN