Gov-PCDM: Government porcess capability determination model

Date

2016

Author

Gökalp, Ebru

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Quality problems in public domain have significant impact on society. They usually materialize as employee and citizen dissatisfaction, high costs and defect rates. As better processes will result in higher quality, the government processes need to be improved. There is a lack of systematic guidance on how to improve the quality of government processes. Although the customization of process capability/maturity models to specific domains/sectors might help, the public sector has special characteristics, which call for a specific process improvement model. This thesis presents Government Process Capability Determination Model, referred as Gov-PCDM, which utilizes the basic principles of a software process capability model of ISO/IEC TR 15504 and specializes the model for the government domain. It includes the governmental specific process definitions, a method including how to perform the assessment in a structured way, and a measurement framework providing objective rating. It is a structured and standardized approach that enables assessment of the governmental processes in a consistent, repeatable manner. It is assisted by adequate measures with guidance on actions to take to increase quality in government institutions. Development and validation of the proposed model are achieved through case studies. We performed a multiple case study, including 25 process assessment in total in four different organizations, is performed for validation. The results show that the Gov-PCDM is applicable for identifying the current state of the process capability and the gaps with the assessed capability level of the processes performed in governmental organizations.

Subject Keywords

Public investments., Public administration., Government ownership., Government productivity., Government business enterprises.

URI

http://etd.lib.metu.edu.tr/upload/12620344/index.pdf
https://hdl.handle.net/11511/26155

Collections

Graduate School of Informatics, Thesis

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Citation Formats

E. Gökalp, “Gov-PCDM: Government porcess capability determination model,” Ph.D. - Doctoral Program, Middle East Technical University, 2016.