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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\u00a0h,\u00a0and 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.<\/jats:p>","DOI":"10.1007\/978-3-031-82225-4_42","type":"book-chapter","created":{"date-parts":[[2025,3,30]],"date-time":"2025-03-30T03:05:39Z","timestamp":1743303939000},"page":"572-585","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["Using Process Mining with\u00a0Pre- and\u00a0Post-intervention Analysis to\u00a0Improve Digital Service Delivery: A Governmental Case Study"],"prefix":"10.1007","author":[{"given":"Jacques","family":"Trottier","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"William","family":"Van Woensel","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Xiaoyang","family":"Wang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Kavya","family":"Mallur","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Najah","family":"El-Gharib","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Daniel","family":"Amyot","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2025,3,28]]},"reference":[{"key":"42_CR1","unstructured":"Delgado, A., Calegari, D.: Discovery and analysis of e-government business processes with process mining: a case study. 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