Case Study: Making Citizen Service Bottlenecks Visible

Making Citizen Service Bottlenecks Visible

How process mining helped a government organization understand delays across nearly one million citizen complaints.

The Challenge

A government ministry was looking for a clearer view of how citizen complaints moved through its service-delivery process. Reporting and SLA controls were already in place, but they did not explain why some requests still experienced significant delays.

The process covered 984,827 complaints and more than 5.5 million activities across 17 regions and 2,200+ districts.
The organization needed to understand what was happening between intake and resolution, including repeated routing, regional workload differences, external dependencies, and cases that were taking much longer than expected.

What We Did

Reconstructed the end-to-end process from operational data

Analyzed actual process paths rather than relying on documented workflows alone

The analysis identified recurring routing loops, regional patterns, and delays associated with external organizations.

Requests involving external entities added an average of 2.4 days to resolution time, while one complaint category showed an increase of more than 28 days in average resolution time.

The Outcome

The project moved beyond a one-time audit. The ministry introduced continuous process monitoring and created an internal process mining team to support ongoing analysis and improvement.

Impact by the Numbers

Quantifiable results demonstrate the scale of our impact: 984,827 complaints addressed, over 5.5 million activities managed across 17 regions.

Complaint Volume

Processed and analyzed 984,827 individual citizen reports.
Operational Activity

Managed over 5.5 million distinct service-related actions.
Geographic Reach

Successfully implemented solutions across 17 diverse regions.

See how your service processes actually run

Alberta, Canada