Recently, I have had the privilege of working with several local government Promapp clients as they labor to establish process management as a discipline within their agencies. One of the most important pieces to a successful process management program is a clear and effective process framework. Many organizations choose to create a custom framework, while other opt to leverage existing frameworks made available for public use through various consortiums.
The American Productivity & Quality Center (APQC) has developed and published many free process frameworks for download. Among these is the APQC Process Classification Framework (PCF) for City Government (available for PDF download HERE).
To help these clients in their framework development, I have built the APQC PCF for City Government in Promapp and made the template available for download on our Solution Accelerator Gallery. If you are working in a governmental agency and looking for a solid process framework, I suggest you give this template a try. You can download the template, import it into your Promapp environment, and customize to fit your needs. Here is a short video where I walk through the process of downloading and importing the template.
From the APQC website regarding the PCF for City Government:
“Based on APQC's Process Classification Framework
(PCF), the City Government PCF is customized to define processes used primarily by the governments of cities and other local municipalities.
The City Government PCF addresses the processes used primarily by those providing government services, including the legislative (i.e., city councils), executive (i.e., mayors) and judicial courts, as well as related city service providers, such as public order and safety, health and zoning licensing, etc.”
Below is an outline of the process groups and sub-groups built in the template:
- 1.0 Develop Vision and Strategy
- 1.1 Define the city’s comprehensive plan
- 1.2 Develop city strategy
- 1.3 Set city agenda
- 1.4 Develop and maintain business models
- 2.0 Develop and Manage City Services
- 2.1 Govern and manage product/service development program
- 2.2 Generate and define new product/service ideas
- 2.3 Develop city services
- 3.0 Promote the City
- 3.1 Assess constituent needs and align to city capabilities
- 3.2 Develop promotional strategy
- 3.3 Develop and manage service promotional plans
- 3.4 Develop service enrollment strategy
- 3.5 Develop and manage service enrollment plans
- 4.0 Deliver City Products
- 4.1 Plan for and align supply chain resources
- 4.2 Procure materials and services
- 4.3 Produce/assemble/test product
- 4.4 Manage logistics and warehousing
- 5.0 Deliver Service
- 5.1 Establish service delivery governance and strategies
- 5.2 Manage service delivery resources
- 5.3 Deliver service to customer
- 5.4 Manage licenses and permits
- 5.5 Manage certificate issuance
- 5.6 Conduct inspections, investigations, and surveillance
- 5.7 Operate waste handling, storage, and disposal
- 5.8 Maintain parks, greenspaces, and recreational services
- 5.9 Provide public safety services
- 5.10 Manage corrections and detentions
- 5.11 Manage transportation services
- 6.0 Engage Constituents
- 6.1 Develop constituent service strategy
- 6.2 Plan and manage constituent service center operations
- 6.3 Service products after sales
- 6.4 Manage product recalls and regulatory audits
- 6.5 Measure and evaluate constituent service operations
- 7.0 Develop and Manage Human Capital
- 7.1 Develop and manage human resources planning, policies, and strategies
- 7.2 Recruit, source, and select employees
- 7.3 Manage employee on-boarding, development, and training
- 7.4 Manage employee relations
- 7.5 Manage union relations
- 7.6 Reward and retain employees
- 7.7 Redeploy and retire employees
- 7.8 Manage employee information and analytics
- 7.9 Manage employee communication
- 7.10 Deliver employee communications
- 8.0 Manage Information Technology (IT)
- 8.1 Develop and manage IT customer relationships
- 8.2 Develop and manage IT business strategy
- 8.3 Develop and manage IT resilience and risk
- 8.4 Manage information
- 8.5 Develop and manage services/solutions
- 8.6 Deploy services/solutions
- 8.7 Create and manage support services/solutions
- 9.0 Manage Financial Resources
- 9.1 Perform planning and management accounting
- 9.2 Perform revenue accounting
- 9.3 Manage tax revenue
- 9.4 Perform general accounting and reporting
- 9.5 Manage fixed-asset project accounting
- 9.6 Process payroll
- 9.7 Process accounts payable and expense reimbursements
- 9.8 Manage treasury operations
- 9.9 Manage internal controls
- 9.10 Manage taxes paid
- 9.11 Manage international funds/consolidations
- 9.12 Perform global trade services
- 9.13 Manage grants
- 10.0 Acquire, Construct, and Manage Assets
- 10.1 Plan and acquire assets
- 10.2 Design and construct productive assets
- 10.3 Maintain productive assets
- 10.4 Dispose of assets
- 11.0 Manage Enterprise Risk, Compliance, Remediation, and Resiliency
- 11.1 Manage enterprise risk
- 11.2 Manage compliance
- 11.3 Manage remediation efforts
- 11.4 Manage business resiliency
- 12.0 Manage External Relationships
- 12.1 Build investor relationships
- 12.2 Manage government and industry relationships
- 12.3 Manage relations with board/council
- 12.4 Manage legal and ethical issues
- 12.5 Manage public relations program
- 13.0 Develop and Manage Business Capabilities
- 13.1 Manage business processes
- 13.2 Manage portfolio, program, and project
- 13.3 Manage enterprise quality
- 13.4 Manage change
- 13.5 Develop and manage enterprise-wide knowledge management (KM) capability
- 13.6 Measure and benchmark
- 13.7 Manage environmental health and safety (EHS)
- 13.8 Manage sustainability
- 13.9 Develop, manage, and deliver analytics
** This APQC Process Classification Framework (“PCF”) is an open standard developed by APQC, a nonprofit that promotes benchmarking and best practices worldwide. The PCF is intended to facilitate organizational improvement through process management and benchmarking, regardless of industry, size, or geography. To download the full PCF or industry-specific versions of the PCF, as well as associated measures and benchmarking, please visit www.apqc.org/pcf. **
