{"id":"https://openalex.org/W4408985735","doi":"https://doi.org/10.1007/978-3-031-82225-4_42","title":"Using Process Mining with\u00a0Pre- and\u00a0Post-intervention Analysis to\u00a0Improve Digital Service Delivery: A Governmental Case Study","display_name":"Using Process Mining with\u00a0Pre- and\u00a0Post-intervention Analysis to\u00a0Improve Digital Service Delivery: A Governmental Case Study","publication_year":2025,"publication_date":"2025-01-01","ids":{"openalex":"https://openalex.org/W4408985735","doi":"https://doi.org/10.1007/978-3-031-82225-4_42"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-031-82225-4_42","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-031-82225-4_42","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-031-82225-4_42.pdf","source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://link.springer.com/content/pdf/10.1007/978-3-031-82225-4_42.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5114342504","display_name":"Jacques Trottier","orcid":null},"institutions":[{"id":"https://openalex.org/I2802286613","display_name":"Government of Canada","ror":"https://ror.org/010q4q527","country_code":"CA","type":"government","lineage":["https://openalex.org/I2802286613"]}],"countries":["CA"],"is_corresponding":true,"raw_author_name":"Jacques Trottier","raw_affiliation_strings":["Government of Canada, Ottawa, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Government of Canada, Ottawa, Canada","institution_ids":["https://openalex.org/I2802286613"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5005125860","display_name":"William Van Woensel","orcid":"https://orcid.org/0000-0002-7049-8735"},"institutions":[{"id":"https://openalex.org/I153718931","display_name":"University of Ottawa","ror":"https://ror.org/03c4mmv16","country_code":"CA","type":"education","lineage":["https://openalex.org/I153718931"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"William Van Woensel","raw_affiliation_strings":["Telfer School of Management, University of Ottawa, Ottawa, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Telfer School of Management, University of Ottawa, Ottawa, Canada","institution_ids":["https://openalex.org/I153718931"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101835856","display_name":"Xiaoyang Wang","orcid":"https://orcid.org/0000-0001-9332-2700"},"institutions":[{"id":"https://openalex.org/I153718931","display_name":"University of Ottawa","ror":"https://ror.org/03c4mmv16","country_code":"CA","type":"education","lineage":["https://openalex.org/I153718931"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Xiaoyang Wang","raw_affiliation_strings":["School of EECS, University of Ottawa, Ottawa, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of EECS, University of Ottawa, Ottawa, Canada","institution_ids":["https://openalex.org/I153718931"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5056090157","display_name":"Kavya Mallur","orcid":null},"institutions":[{"id":"https://openalex.org/I2802286613","display_name":"Government of Canada","ror":"https://ror.org/010q4q527","country_code":"CA","type":"government","lineage":["https://openalex.org/I2802286613"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Kavya Mallur","raw_affiliation_strings":["Government of Canada, Ottawa, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Government of Canada, Ottawa, Canada","institution_ids":["https://openalex.org/I2802286613"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059112935","display_name":"Najah Mary El-Gharib","orcid":"https://orcid.org/0000-0001-6924-6154"},"institutions":[{"id":"https://openalex.org/I153718931","display_name":"University of Ottawa","ror":"https://ror.org/03c4mmv16","country_code":"CA","type":"education","lineage":["https://openalex.org/I153718931"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Najah El-Gharib","raw_affiliation_strings":["School of EECS, University of Ottawa, Ottawa, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of EECS, University of Ottawa, Ottawa, Canada","institution_ids":["https://openalex.org/I153718931"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5043523779","display_name":"Daniel Amyot","orcid":"https://orcid.org/0000-0003-2414-1791"},"institutions":[{"id":"https://openalex.org/I153718931","display_name":"University of Ottawa","ror":"https://ror.org/03c4mmv16","country_code":"CA","type":"education","lineage":["https://openalex.org/I153718931"]}],"countries":["CA"],"is_corresponding":false,"raw_author_name":"Daniel Amyot","raw_affiliation_strings":["School of EECS, University of Ottawa, Ottawa, Canada"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of EECS, University of Ottawa, Ottawa, Canada","institution_ids":["https://openalex.org/I153718931"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5114342504"],"corresponding_institution_ids":["https://openalex.org/I2802286613"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"572","last_page":"585"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9805999994277954,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.9555000066757202,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/intervention","display_name":"Intervention (counseling)","score":0.5673568248748779},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5558028221130371},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5386400818824768},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.5001347064971924},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.48001402616500854},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4214911460876465},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.38601887226104736},{"id":"https://openalex.org/keywords/medicine","display_name":"Medicine","score":0.22991406917572021},{"id":"https://openalex.org/keywords/nursing","display_name":"Nursing","score":0.13722077012062073},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.068646639585495},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.045945167541503906}],"concepts":[{"id":"https://openalex.org/C2780665704","wikidata":"https://www.wikidata.org/wiki/Q959298","display_name":"Intervention (counseling)","level":2,"score":0.5673568248748779},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5558028221130371},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5386400818824768},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.5001347064971924},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48001402616500854},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4214911460876465},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.38601887226104736},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.22991406917572021},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.13722077012062073},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.068646639585495},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.045945167541503906}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-031-82225-4_42","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-031-82225-4_42","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-031-82225-4_42.pdf","source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"}],"best_oa_location":{"id":"doi:10.1007/978-3-031-82225-4_42","is_oa":true,"landing_page_url":"https://doi.org/10.1007/978-3-031-82225-4_42","pdf_url":"https://link.springer.com/content/pdf/10.1007/978-3-031-82225-4_42.pdf","source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320334593","display_name":"Natural Sciences and Engineering Research Council of Canada","ror":"https://ror.org/01h531d29"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4408985735.pdf","grobid_xml":"https://content.openalex.org/works/W4408985735.grobid-xml"},"referenced_works_count":9,"referenced_works":["https://openalex.org/W649212855","https://openalex.org/W2502530189","https://openalex.org/W2965882148","https://openalex.org/W3042482599","https://openalex.org/W4281483746","https://openalex.org/W4294816250","https://openalex.org/W4366084919","https://openalex.org/W4388203593","https://openalex.org/W6911962880"],"related_works":["https://openalex.org/W4294163344","https://openalex.org/W97763332","https://openalex.org/W2481385346","https://openalex.org/W2369154130","https://openalex.org/W2379322820","https://openalex.org/W2064390971","https://openalex.org/W4281737987","https://openalex.org/W4386449603","https://openalex.org/W3124412501","https://openalex.org/W2048235121"],"abstract_inverted_index":{"Abstract":[0],"We":[1,18],"present":[2],"a":[3,93,123,147],"case":[4,33],"study":[5],"of":[6,84,128,146],"Process":[7],"Mining":[8],"(PM)":[9],"for":[10,58],"personnel":[11],"security":[12,99,132],"screening":[13,133],"in":[14,28],"the":[15,37,52,126],"Canadian":[16],"government.":[17],"consider":[19],"customer":[20],"(process":[21],"time)":[22],"and":[23,48,55,78,109,131],"organizational":[24],"(cost)":[25],"perspectives.":[26],"Furthermore,":[27],"contrast":[29],"to":[30,106,117,152],"most":[31],"published":[32],"studies,":[34],"we":[35,63],"assess":[36],"full":[38],"process":[39,88,111],"improvement":[40,89],"lifecycle:":[41],"pre-intervention":[42],"analyses":[43,50],"pointed":[44],"out":[45],"initial":[46],"bottlenecks,":[47],"post-intervention":[49],"identified":[51,64],"intervention":[53],"impact":[54],"remaining":[56],"areas":[57],"improvement.":[59],"Using":[60],"PM":[61,142],"techniques,":[62],"frequent":[65],"exceptional":[66],"scenarios":[67],"(e.g.,":[68,74,82],"applications":[69],"requiring":[70],"amendment),":[71],"time-intensive":[72],"loops":[73],"employees":[75],"forgetting":[76],"tasks),":[77],"resource":[79],"allocation":[80],"issues":[81],"involvement":[83,127],"non-security":[85],"personnel).":[86],"Subsequent":[87],"interventions,":[90],"implemented":[91],"using":[92],"flexible":[94],"low-code":[95],"digital":[96,149],"platform,":[97],"reduced":[98],"briefing":[100],"times":[101],"from":[102,113],"around":[103,114],"7":[104],"days":[105,116],"46":[107],"h,":[108],"overall":[110],"time":[112],"31":[115],"26":[118],"days,":[119],"on":[120],"average.":[121],"From":[122],"cost":[124],"perspective,":[125],"hiring":[129],"managers":[130],"officers":[134],"was":[135],"significantly":[136],"reduced.":[137],"These":[138],"results":[139],"demonstrate":[140],"how":[141],"can":[143],"become":[144],"part":[145],"broader":[148],"transformation":[150],"framework":[151],"improve":[153],"public":[154],"service":[155],"delivery.":[156]},"counts_by_year":[{"year":2026,"cited_by_count":1}],"updated_date":"2026-07-14T23:27:15.235271","created_date":"2025-10-10T00:00:00"}
