Digitising administrative processes in siloed structures – lessons learned from the university
Digitising administrative processes in siloed structures – lessons learned from the university

Summary/Abstract: The digitalisation of administrative processes in higher education institutions offers significant potential for improving efficiency, yet it remains challenging in organisations characterised by siloed structures and low process maturity. This article presents a qualitative case study of a digitalisation initiative implemented at a large public university, focusing on the digital support of a selected administrative process. The results show measurable benefits, including reduced paper usage, improved transparency, and shorter processing times. However, the study also demonstrates that digitalisation alone does not increase overall process maturity when formal process governance and standardised management practices are absent. The initiative succeeded mainly due to the practical application of BPM lifecycle principles by experienced staff, despite the lack of a formally adopted BPM framework. The findings highlight the importance of governance, people, and organisational culture as key enablers of an early-stage digital transformation and show how small-scale initiatives can serve as a starting point for broader process-oriented change in higher education.

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