In the past the public administration sector has been confronted with a multitude of new challenges. Politics, administration and citizens alike demand an effective and efficient management of resources. In the context of 'New Public Management' modern management approaches are being introduced.

Based on product catalogues, the processes in public administration have to be analysed. Process reorganisation is driven by new organisational concepts such as the one-stop-shop, while new or changed tasks must be considered in a process-oriented view.

Experience shows that a model based process representation often achieves higher employee acceptance resulting in a more 'correct' implementation than a mere legislative text would have.

ADOegov - our custom-made solution for the public sector integrated in our flagship product ADONIS - permits the management of both standardised as well as less structured processes. Furthermore, ADOegov supports the representation of a multitude of services for citizens, administrative units as well as legal documents and texts, in order to better manage complexity - because great challenges require good management of administrative processes.

Citizens today demand to be treated as customers of the administration, not as petitioners. To respond to these challenges the strategic approach offered by the Balanced Scorecard (BSC) concept can be introduced. The BOC Group provides a step-by-step process for the implementation of the BSC concept:

• Definition of strategic and annual objectives for each product area
• Definition of Key Performance Indicator metrics and measurements
• Concepts for and implementation of data acquisition
• Transparent representation of target attainment based on the Key Performance Indicators

The BOC Group supports institutions in the public sector throughout the entire process of implementing the BSC concept with its methodical know-how based on best-practises and also with its software tool ADOscore.