Process management in the public sector: the experience of one-stop shops in Italy

Process management is a managerial approach characterised by the focus on business processes that can provide an important contribution to the management of public sector organisations. The significance of this approach for the management of inter-organisational relations in the public sector is highlighted. A model for the analysis of the factors enabling the implementation of process management in the public sector is proposed. The Italian experience of the one-stop shops for businesses is studied; the relevance of process management approaches for the success of this reform is shown. Implications for public managers at all levels of government are discussed.