ANALYSIS OF CRITICAL SUCCESS FACTORS OF BUSINESS PROCESSES’ MANAGEMENT IN GOVERNMENT

Abstract

This work aims to analyze the relationship between Critical Success Factors (CSF) frequently encountered in the literature to those encountered in business process management (BPM) initiatives from the government. Best practices in BPM have been an important concern for organizations aiming to obtain optimal performance. However, as the number of BPM initiatives grows, high failure rates are reported. In this context, based on the CSF encountered in the literature, this paper aims to investigate, by means of a qualitative empirical study, which factors are more critical to ensure the success of BPM projects in government. As its main contribution, it was observed that some factors are singular to the public sector, in form of barriers and facilitators beyond the ones encountered in the literature.