The City of Winterthur aims to be a ‘service champion’ for its citizen. In times of New Public Management we see them as our valuable customers. Process management plays a key role to achieve these high goals in our eGovernment award-winning Swiss city. This improvement is one of the key targets for the IT-department of Winterthur (IDW). The participation in the PICTURE project served as a facilitator to build-up know how and to improve Winterthur’s competencies in process management. It enabled a fruitful scientific exchange with universities and established contacts to other interesting European cities and public authorities.
The PICTURE method to describe and analyse processes with building blocks was a new and valuable experience for us. During the PICTURE project this method was used for 19 processes in more than 10 organizational units within the City of Winterthur. Parts of this work is now carried over to some of our further projects.
All in all the awareness for processes could be leveraged substantially in our administration through the PICTURE project. The attention of our top-level management for processes could be enhanced. We are planning some future projects to further profit from the newly gained knowledge, contacts with partners and management attention. In collaboration with the University of St. Gallen we want to position our department as the strategic competence centre for processes management in the City of Winterthur.