USING BPMN FOR MODELING BUSINESS PROCESSES IN E-GOVERNMENT – CASE STUDY Snežana D. Pantelić 1 , Sonja Dimitrijević 1 , Pavle Kostić 2 , Slaviša Radović 3 , Miraš Babović 3 1 Mihailo Pupin Institute, Belgrade, 2 Omni Logika, Belgrade, 3 Ministry of Finance of Republic of Serbia – Tax Administration Abstract - This paper presents an application of BPMN for the modeling of Tax Administration processes within the One-Stop-Shop system for the registration of business entities, using a modern software tool. The primary goal of this paper is to draw attention to a possible application of BPMN and to present some identified difficulties in ensuring simple means of process modeling and information sharing among the business users and process implementers. It was shown that BPMN facilitates communication among the key parties in cross- organizational e-Government. Additionally, the conclusion was that using BPMN can be a useful starting point for highlighting critical points in collaboration of involved processes. 1. INTRODUCTION Establishing cross-organizational e-Government is a considerable technological and organizational challenge. Process modeling and process reorganization have been recognized as being of utmost importance for making e- Government implementations successful [1]. In order to be successful, before a major e-Government project is launched, a thorough understanding and a detailed inventory of business processes is necessary. Any major e-Government project requires a detailed workflow analysis beyond the high-level business process analysis [2]. In addition, so-called electronic interconnection of public bodies implies carefully planned collaboration of their business processes in order to enable effective and efficient delivery of services to the third parties. Complex cooperation of business and technical teams, from all parties involved, is inevitable. It is crucial to put significant effort, first in understanding of and sharing knowledge on internal business processes, and second in getting insight in relevant processes of a partner organization. Only then, it is possible to start identifying events of mutual interest and defining collaboration processes. Simultaneously, the problem of adjustment and improvement of internal processes should be addressed. One should have in mind that people change processes, not only information and communication technology (ICT) without people. While renewing information system (IS), it s important to start introducing changes in business processes governed by both people and ICT [3]. In e-Government processes, this imposes the need, first of all, for identification of unnecessary work steps in process realization, refinement of task responsibilities for the tasks and comprehension of (mis)alignment of technologies and working procedures. This paper presents some of the research results in the field of business process analysis and modeling applied in the project on the integration of Tax Administration of Republic of Serbia (TA) processes within the One-Stop- Shop system for the registration of business entities. The integration involves usage of web service technology. The paper describes the application of BPMN for the high level modeling of TA’s processes with special emphasis on collaboration of TA’s and Serbian Business Registers Agency’s (SBRA) processes. The primary goal of the paper is to present, in brief, the key experiences gained while working in this project related to: the applicability of BPMN; identified obstacles in process modeling and sharing of information on processes among interested parties of various profiles in e-Government. This paper does not pretend to describe the entire methodology and practice applied in the project. This paper gives the case background, elaborates on selection of modeling notation, presents a tool that has been used and gives an overview of the approach used in the case study. Some lessons learned were also presented that can be helpful to others, interested in practical application of BPMN. At the end, conclusions were summarized and overview of the current state of this research was given. 2. CASE BACKGROUND Case study described in this paper was realized within the project of the integration of TA’s processes within the One-Stop-Shop system for the registration of business entities with the usage of web service technology. In e- Government, One-Stop-Shop implies electronic networking of several public bodies and integrates provision of services. Networking SBRA and TA refers to integration of providing services related to the registration of business entities and registration of taxpayers. Previous solution is based on the batch data exchange process. This project, among others, had as a goal to enable “real-time” communication between SBRA and TA over web services. As ICT solutions, usually have the main role in fundamental changes of business processes, realization of ICT project has to be encompassed by adequate process treatment, which is the approach used in this project. Basic processes of TA that follow a life cycle of a taxpayer in the Register of taxpayers, included in the case study are: Registration of taxpayer through SBRA, Editing data on a taxpayer, Temporary withdrawal of Tax Identification Number (TIN), Cancellation of Decision on