Democratizing Process Innovation? On Citizen Involvement in Public Sector BPM

摘要

'Open Innovation' has been heavily discussed for product innovations; however, an information systems (IS) perspective on 'process innovation' has not yet been taken. Analyzing the example of the public sector in Germany, the paper seeks to investigate the factors that hinder and support 'open process innovation', a concept we define as the involvement of citizens in business process management (BPM) activities. With the help of a quantitative study (n=358), six factors are examined for their impact on citizen involvement in local government BPM initiatives. The results show that citizen involvement in reform processes is not primarily motivated by the aim of cost reduction, but rather related to legitimacy reasons and the intent to increase employee motivation. Based on these findings, implications for (design) theory and practice are discussed: Instead of detailed collaborative business processes modeling, the key of citizen involvement in public sector BPM lies in communication and mutual understanding.