Business process management and digital transition. The case study of an Italian Public University

PurposeThe purpose of this study is to highlight how the digitalization of a public university through a structured Business Process Management (BPM) approach allows for a significant performance improvement, even in a bureaucratized context not inclined to process thinking.Design/methodology/approachThe used research methodology centers on a single case study conducted at an Italian public university. The selected process has been examined and redesigned within the BPM lifecycle framework. The AS-IS and TO-BE state, i.e. before and after the organizational change, have been modeled according to BPMN2.0 notation and evaluated through quantitative and qualitative techniques.FindingsThe authors first carried out a literature review to identify pertinent performance indicators suitable for assessing a BPM project within a public organization. Secondarily, applying the BPM framework to the case study enabled significant improvements in the quality of the process. Third, the authors analyzed the impact on people and the organization and how to soothe the transition to a digitalized process.Originality/valueThe study's findings can contribute to the existing body of knowledge on BPM as a digitalization approach in the public sector. The case study is the first of its kind in the higher education context. Its value also resides in highlighting the efficacy of using BPM as a guiding tool for making organizational and technical decisions during the implementation phase within the specific context of this paper.