The NAO’s assessment of the maturity of process management in central government identifies areas of strength and opportunities to improve.
The assessment found that there are some pockets of good practice across central government that others can learn from. The areas where most improvement can be made are:
- Making the case for change and proving the benefits
- Creating an environment where staff have an obligation to improve business process performance
- Understanding the level and type of customer demand and implementing a planned response to changes in demand
You may be interested in our ongoing work on operations and process management.