Enterprise business process management in the public sector: The case of the Department of Human Services (DHS) Australia

Business Process Management(BPM) in the Public Sector is proliferating globally, but has its contextual challenges. Ad-hoc process improvement initiatives across government departments are not uncommon. However, as for all organisations, BPM efforts that are coordinated across the organisation will reap better outcomes than those conducted in isolation. BPM education plays a vital role in supporting such organisation-wide BPM efforts. This teaching case is focused on the sustainable development and progression of Enterprise Business Process Management(E-BPM) capabilities at the Federal Department of Human Services(DHS); a large Australian Federal government Agency. The detailed case narrative (and ancillary material) vividly describes; the case organisation, their prior and present BPM practices and how they have attempted BPM at an enterprise-level, capturing pros and cons of the journey. A series of student activitiespertaining to E-BPM practices is provided with model answers (covering key aspects of BPM governance, strategic alignment, culture, people, IT, methods etc.). This case provides invaluable insights to E-BPM efforts in general and BPM within the public sector. It can be used by BPM educators as a rich training resource and by BPM practitioners seeking guidance for their E-BPM efforts.