Increasing Government Agency Agility through Decision Automation: How Business Rules Facilitate the Delivery of Citizen Self-Service Programs

Government agencies are facing increasing demands to improve responsiveness to their constituents. Complaints of long wait times, duplication across services, and limited access to information are putting pressure on agencies to modernize and streamline their processes. In response, many agencies are building automated, web-based self service applications for key processes such as program eligibility and enrollment, worker's compensation claims management, and benefit payment processing.