Overview
You cannot transform what you cannot see.
Public sector teams are under growing pressure to deliver better services with fewer resources. Understanding where work gets stuck, duplicated or delayed is essential to improving efficiency, accountability and service outcomes.
Business Process Mapping (BPM) helps teams see how work actually happens, identify bottlenecks and risks, clarify responsibilities and uncover opportunities for improvement.
With increasing digital demands and the emergence of AI, having clear, documented processes is more important than ever.
This practical course equips public sector professionals with the tools to document, analyse and improve business processes through hands-on exercises, discussions and ANZ public sector examples. Learn to select the right mapping approach, engage stakeholders, strengthen governance and leverage emerging tools to support better process documentation.
Register now to turn complex workflows into clear, actionable process maps and drive measurable service improvements across your organisation.
Who Should Attend?
Designed for public sector professionals at APS 4–APS 6 / EL 1 (or state, territory and local government equivalents) involved in service delivery, operations, process improvement, governance or digital transformation. Ideal for those new to Business Process Mapping or looking to strengthen their foundation in process analysis and improvement.
Suited for professionals looking to: Document, analyse and improve existing workflows | Build confidence using practical process mapping techniques | Identify bottlenecks, inefficiencies and improvement opportunities | Engage stakeholders and strengthen process ownership and accountability | Communicate process issues clearly and measure improvement outcomes
Program, Project and Policy Officers | Business Analysts and Process Improvement Officers | Business Support, Operations and Administrative Officers | Service Delivery and Coordination Officers | Governance, Risk, Compliance and Information Management Officers | Team Leaders and Managers overseeing operational workflows | Digital Transformation, System Implementation and AI Leads
Learning Outcomes
By the end of this course, you will be able to:
Map how work really happens by documenting process steps, handoffs, systems, decision points and service channels in a clear and structured way
Select the most appropriate mapping method for different scenarios, including flowcharts, BPMN 2.0 concepts, swim lane diagrams, value stream maps and high-level process views
Define process scope with confidence by setting clear boundaries, inputs, outputs, roles, responsibilities and ownership from the start
Create usable process maps that are clear, consistent, appropriately detailed and easy for stakeholders to understand
Analyse process maps for improvement opportunities by identifying bottlenecks, duplication, rework, delays, compliance risks and unclear decision points
Apply introductory Lean, Six Sigma and value stream thinking to connect process mapping with practical improvement actions
Establish process governance basics including ownership, version control, review cycles, map storage and ongoing maintenance
Measure BPM outcomes using practical indicators such as time savings, cost reduction, reduced duplication, reduced risk, compliance improvement and customer or employee experience
Use system data and AI tools responsibly to support process discovery, draft initial process maps and prepare process documentation with human review and validation
Translate process insights into a business case that communicates benefits, priorities and improvement opportunities to leaders and decision-makers
Online Training
Business Process Mapping for the Public Sector
Session details
- Build practical confidence in BPM: Gain a structured, easy-to-apply approach to business process mapping in public sector environments
- Improve service delivery: Learn how process mapping can help reduce friction, clarify handoffs and support more consistent services for customers, staff and stakeholders
- Make complex work easier to explain: Develop maps that help teams, leaders and decision-makers quickly understand how a process works and where attention is needed
- Engage the right people: Learn how to involve stakeholders, gather accurate information and reduce reliance on assumptions when documenting processes
- Move beyond documentation: Use process maps as a practical tool for improvement, not just as a record of current-state activity
- Strengthen accountability: Understand how better ownership, governance and map maintenance can prevent process maps becoming outdated or unused
- Show the value of improvement work: Learn how to connect BPM activity to measurable benefits that support stronger business cases and leadership buy-in
- Prepare for modern process improvement: Explore how BPM supports automation, system implementation, digital transformation and responsible use of AI
- Learn through practical application: Apply the concepts through exercises, discussion and public sector examples that reflect real operational challenges
No previous experience necessary
Registration for this course is not open yet. To register your interest, please email [email protected].
Meet Your Facilitator
Mustafa Ghulam
Transformation and Process Specialist
Mustafa has 23 years’ experience in five countries across range of industries. He has uniquely worked in all the three tiers of public service (federal, state, and local government). He is a dual certified change manager, certified project manager and a Lean Six Sigma Master Black Belt from Cardiff University.
Mustafa is passionate about leading system and process improvement using effective change management to improve employee and customer experiences. Mustafa is a known conference speaker and has delivered case studies and panel discussions for 10+ national and international conferences. He is a father of three active kids and likes to spend his spare time with his family and especially loves to travel and explore new cuisines!
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