How Process Intelligence and AI Are Transforming Public Sector Workflows

"At the moment, a GP sends a referral for an outpatient appointment, but the process is so complex that around 10% of appointments simply aren’t attended," Peter Mattravers, Head of Public Sector at Celonis, shares on the DigiGov Expo podcast. It’s a striking example of how small inefficiencies in public sector processes can have a significant impact on resources and outcomes.

In the episode, Peter explains how process intelligence can help organisations understand how work actually flows through their systems, identifying bottlenecks and areas where processes break down. From NHS referrals to recruitment and onboarding in central government, Celonis maps these processes to highlight where time is lost or resources are underused, giving teams a clearer picture of what’s happening behind the scenes.

Peter also touches on the growing role of AI in public sector operations. He notes that AI is most effective when it has the right context; understanding the real-world workflows and data behind decisions. This helps ensure that AI-driven recommendations are meaningful and actionable, rather than just theoretical insights.

Another theme in the discussion is the balance between technology and organisational culture. Even with accurate data and AI tools, improvements only happen when leaders understand the processes and support changes. Peter reflects on the need for collaboration, clear governance, and executive sponsorship to turn insights into practical improvements.

For anyone interested in how data, process intelligence, and AI intersect with public sector operations, this episode offers a thoughtful exploration of the challenges and possibilities facing modern government.

🎧 To dive deeper into these insights, listen to the full conversation with Peter Mattravers on The DigiGov Podcast – Episode #6 The Data That Runs Government