Using Process Mining with Pre- and Post-intervention Analysis to Improve Digital Service Delivery: A Governmental Case Study
Bibliographic record
Abstract
Abstract We present a case study of Process Mining (PM) for personnel security screening in the Canadian government. We consider customer (process time) and organizational (cost) perspectives. Furthermore, in contrast to most published case studies, we assess the full process improvement lifecycle: pre-intervention analyses pointed out initial bottlenecks, and post-intervention analyses identified the intervention impact and remaining areas for improvement. Using PM techniques, we identified frequent exceptional scenarios (e.g., applications requiring amendment), time-intensive loops (e.g., employees forgetting tasks), and resource allocation issues (e.g., involvement of non-security personnel). Subsequent process improvement interventions, implemented using a flexible low-code digital platform, reduced security briefing times from around 7 days to 46 h, and overall process time from around 31 days to 26 days, on average. From a cost perspective, the involvement of hiring managers and security screening officers was significantly reduced. These results demonstrate how PM can become part of a broader digital transformation framework to improve public service delivery.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.008 | 0.011 |
| Meta-epidemiology (narrow) | 0.001 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.002 | 0.003 |
| Science and technology studies | 0.003 | 0.002 |
| Scholarly communication | 0.002 | 0.001 |
| Open science | 0.002 | 0.002 |
| Research integrity | 0.001 | 0.001 |
| Insufficient payload (model declined to judge) | 0.002 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".