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Data collection through semi-structured interviews and document analysis has enabled the development of propositions, the identification of systemic variables, and the development of an explanatory modeling process based on the system dynamics approach.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>This paper shows that public administrations can effectively involve external actors, especially citizens, as knowledge and public value co-creators only when considering systemic, unintended, and delayed implications of decision-making activities related to the provision of sensitive public services such as credit collection.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>Business process modelling should address some key fragilities of traditional modeling processes, especially in the public sector. This paper develops a novel systemic conceptual model which lays the groundwork for empirically testing business process innovation in public administrations.<\/jats:p><\/jats:sec>","DOI":"10.1108\/bpmj-12-2019-0498","type":"journal-article","created":{"date-parts":[[2020,5,23]],"date-time":"2020-05-23T04:43:27Z","timestamp":1590209007000},"page":"1203-1224","source":"Crossref","is-referenced-by-count":21,"title":["Innovating business processes in public administrations: towards a systemic approach"],"prefix":"10.1108","volume":"26","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-6428-1740","authenticated-orcid":false,"given":"Canio","family":"Forliano","sequence":"first","affiliation":[]},{"given":"Paola","family":"De Bernardi","sequence":"additional","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6474-447X","authenticated-orcid":false,"given":"Alberto","family":"Bertello","sequence":"additional","affiliation":[]},{"given":"Valerio","family":"Temperini","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"7","key":"key2020102715254246600_ref001","doi-asserted-by":"crossref","first-page":"486","DOI":"10.1080\/09540962.2019.1588559","article-title":"Changing institutional logics: shifting to a new service model in the Finnish public sector","volume":"39","year":"2019","journal-title":"Public Money and Management"},{"key":"key2020102715254246600_ref002","doi-asserted-by":"crossref","unstructured":"Akkermans, H.A. and Van Oorschot, K.E. 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