Process Mapping and Business Analysis in a Government Service Context

Background

Government service agencies in Australia, such as the Department of Transport and Main Roads (TMR), manage large-scale digital platforms where citizens complete everyday transactions — from licence renewals to fine payments. Ensuring these processes are efficient, user-friendly, and compliant with policy is critical for both the agency and the public. As part of a case challenge, Enyinna Okere was asked to analyse and document the process of making a payment on a government portal.

The aim was to demonstrate his ability to:

• Understand and map business processes.
• Identify points of inefficiency and risk.
• Apply structured business analysis to propose improvements.

The Challenge

The agency’s payment system needed to:

• Provide a clear, step-by-step journey for citizens making payments.
• Handle multiple payment scenarios (with or without a reference number, card or BPAY).
• Manage validation checks, errors, and retries effectively.
• Ensure records are updated accurately for compliance and audit purposes.

Enyinna’s task was to capture this end-to-end flow in a way that both technical and non technical stakeholders could understand.

Student Artefact

Enyinna developed a process flow map for the “Pay a Fine” journey on the TMR portal. The flowchart illustrates:

• Entry points (with or without payment reference number).
• Payment method options (Card or BPAY).
• Validation steps for payment details.
• Outcomes (successful payment vs. error retry).
• Final system actions (receipt generation and record update).

Analysis & Insights

Through his analysis, Enyinna identified key observations:

• User Experience – The process has multiple branching paths; clearer on-screen guidance could reduce confusion for customers without reference numbers.
• Error Handling – While retries are allowed, additional features like error explanations or FAQs could improve resolution.
• Data Integrity – Automatic record updates are essential for audit compliance; ensuring integration between front-end and back-end systems is critical.
• Digital Inclusion – A mobile-friendly version of the payment process would enhance accessibility.

Business Change Considerations

• If this process were to be improved, Enyinna suggested changes such as:
• Introducing a simplified user interface with guided steps.
• Providing real-time status updates during payment.
• Implementing self-service help for common payment issues.
• Enhancing system integration to minimise manual reconciliation.

Why This Matters

By working on this case, Enyinna Okere demonstrated his ability to:

• Map and analyse business processes.
• Translate complexity into simple, visual artefacts.
• Apply research and structured thinking to identify improvement opportunities.
• Consider both user experience and compliance in government service delivery.

These are core skills required for business analyst roles and show his readiness to contribute to digital transformation projects in the public sector.

At SyncSkills, students like Enyinna gain hands-on practice solving real-world case challenges, equipping them with the process analysis and change management skills employers value most.