Transforming Digital City Service
Lyttbacka, Tobias (2026)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202604257820
https://urn.fi/URN:NBN:fi:amk-202604257820
Tiivistelmä
This thesis explores how municipal workflows can be modernized by replacing informal, ad hoc practices with structured processes and lightweight automation. Many services in the public sector are traditionally coordinated through emails and personal routines, which led to inconsistent work, limited traceability, and challenges in further developing digital services.
The theoretical framework introduces process-based thinking and Business Process Modeling and Notation (BPMN) modeling as methods for clarifying workflows and preparing them for automation. The research methodology combines a literature review with practitioner self observation, in which the author directly participated in analyzing existing workflows, documenting recurring issues, and implementing redesigned automation solutions.
The results show that structured intake, automated routing, and shared task views significantly improved data quality, transparency, and coordination. Over 28 days, the automated workflow handled approximately 110 requests, reducing manual communication and freeing up working hours for more value adding tasks. The thesis concludes that incremental, process driven automation offers municipalities a scalable, practical path toward more reliable, consistent digital services.
The theoretical framework introduces process-based thinking and Business Process Modeling and Notation (BPMN) modeling as methods for clarifying workflows and preparing them for automation. The research methodology combines a literature review with practitioner self observation, in which the author directly participated in analyzing existing workflows, documenting recurring issues, and implementing redesigned automation solutions.
The results show that structured intake, automated routing, and shared task views significantly improved data quality, transparency, and coordination. Over 28 days, the automated workflow handled approximately 110 requests, reducing manual communication and freeing up working hours for more value adding tasks. The thesis concludes that incremental, process driven automation offers municipalities a scalable, practical path toward more reliable, consistent digital services.