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Subcriterion 5.3

From CAF Network

Coordinate processes across the organisation and with other relevant organisations

This subcriterion assesses how well the processes are coordinated within the organisation and with the processes of other organisations functioning within the same service chain.

The effectiveness of public organisations often largely depends on the way they collaborate with the other public, private and third-sector organisations, even from other governmental levels, with whom they form partnerships in a service delivery chain, oriented to a common outcome.

Cross-functional processes are common in public administration. It is vital to successfully integrate the management of such processes, since the effectiveness and efficiency of processes greatly depend on shifting from a ‘silo’ culture to a collaborative and integrative approach of the processes in adding value for the citizens/customers.


  • a. Create a culture for working across borders in the process management, getting out of a silo mentality.
  • b. Define the organisation’s service delivery chains and its relevant partners.
  • c. Agree on common standards, facilitate data exchange and shared services to coordinate processes of the same delivery chain across the organisation and with key partners in the private, NGO and public sectors.
  • d. Involve employees, customers and stakeholders in cross-border design and collaboration.
  • e. Use partnerships at different government levels (municipalities, regions, state and the public companies) to enable the delivery of coordinated services.
  • f. Build in incentives (and conditions) for management and employees to create cross-organisational processes (e.g. shared services and common process development between different units).