Supporting knowledge‐intensive work in public administration processes

Knowledge management efforts focus much on the strategic applications of knowledge‐related initiatives and not so much on their implications at the level of concrete business processes. On the other hand, business process management efforts have not concentrated on leveraging knowledge. In this paper we attempt to fill that gap by developing a tool for proactive, context‐sensitive delivery of knowledge. We focus on the modelling of knowledge‐intensive business processes and we develop a framework for modelling this type of processes that explicitly considers knowledge‐related tasks and knowledge objects. We present a tool that is an implementation of our theoretical meta‐model and realises proactive, context‐sensitive delivery of knowledge, integrated with the workflow enactment. As an example, we sketch one case study, the process for granting full old‐age pension as it is performed in the Greek Social Security Institution, discussing the benefits derived from applying our tool. Finally, we draw the main conclusions of our work and discuss further research directions.