Determining Business Process Improvement Priorities at Surabaya City Office for Population Administration & Civil Registration

Organizations often face difficulty in the evaluation and prioritization of their business processes. Many performance measurement indicators are defined at the aggregate and not at the process level. Surabaya City Office for Population Administration & Civil Registration (COP ACR) is a local government agency which face these challenges. This paper attempts to solve COP ACR challenges by applying BPM approach. First, process performance measurement guideline is developed. Next, the business process selection stage is carried out. The last stage is composing performance measurement indicators. From the business process selection stage, the priorities for process improvement initiatives are application processes for Birth Certificate, Biodata Change on Family Cards with the KLAMPID Application, and (3) Indonesian Citizens Transfer Certificate of Inter-City/Regency/Province processes certificate. In addition, the development of performance measurement indicators results in 29 performance measurement indicators related to Birth Certificate business processes.