Proposta de Modelo de Implementação de Escritório de Processos para Organizações Públicas

The BPM Center of Excellence is responsible for coordinating Business Process Management (BPM) initiatives in organizations. In this line, public organizations have been implementing the BPM Center of Excellence to consolidate BPM. Nevertheless, public organizations have specific characteristics that need to be considered during the implementation of a BPM Center of Excellence model. The objective of this paper is to propose a model for implementing BPM Center of Excellence for public organizations that considers the characteristics of such organizations. The proposed model was applied in a public organization in order to test its efficacy. Discussions from the case were carried out. The model proved to be viable to be executed, however the bureaucracy, stability of employees, turnover of top management, and political interests are critical points that must be properly managed in the implementation.