SMART PROCESSES INSTITUTE

The Smart Processes Institute represents an excellence unit in identifying, analyzing, modeling, automating, and monitoring service processes. In particular, our expertise consists in the analysis of services for citizens throughout the service cycle, mentioned above. As a reference, we had the chance to work on conceiving the way of providing services to citizens by local government bodies, after the entry into force of the new territorial organization in 2015. Our experts have built the conceptual model of one-stop offices (citizen service offices) in local government units, a model which was further materialized with an information system (software), which automates the work processes for the provision of services for citizens. The system was implemented and is operational in 6 Municipalities and their administrative units. Currently, the staff is working to implement the model conceived by our experts with software solutions in all municipalities of the country. The built automated model proved to be flexible enough to adapt in real time to legal, structural, managerial changes and to result, even today after 5 years, still functional, as well as added value for municipalities and citizens. In the conditions of the initiative for the digitalization of the services undertaken by the Albanian government, beyond the advantages that this brings, we understand well the challenges that the institutions that provide these services put in front of them. For this reason, we would like to express our readiness to continue assisting the local government authorities during the management work processes related to services for citizens in order to adapt to the new channel of providing online services. Our services include the life cycle of processes (Identification, Modeling, Analysis, Reengineering, Automation, Monitoring).