Reengineering of administrative urbanization and edification processes: A case study of three Portuguese municipalities

Abstract

This research work bases its analysis on the reengineering of processes, dematerialization and integration of procedures in the area of licensing building works and reports on an empirical application in three Portuguese municipalities in the context of integrated management. The empirical analysis is based on qualitative analysis methods and supported by data collected through interviews with elected officials, technicians and the front-office in the municipalities under study. Several qualitative parameters are evaluated from the perspective of municipal services and facilitating elements and difficulties in the process are identified, which can help to indicate future directions for the reengineering of administrative urbanization and edification processes. In terms of contributions, this study contributes to scientific knowledge, since there are no other studies on the specific subject and with the current analysis. It aims to contribute to the enrichment of the literature on process reengineering in European municipalities and on case studies in public and municipal administration and it reinforces the literature in Portugal in the area of ​​process reengineering and dematerialization of procedures for building works. This paper contributes to real, institutional knowledge and, from the outset, points to the necessary top strategic vision with the consequent organizational changes and the role of workers in the participation of process reengineering projects.