The European Union set out several directives and standards for governments and local
authorities on environmental policy issues in the planning and management of public
services. Public service provisioning is subject to both traditional expectations
(such as customer-friendliness and efficiency) and new environmental stewardship and
sustainability expectations. This paper analyzes public service processes, particularly
the university enrolment process. Our analysis used public service models (Service
Blueprinting, Business Process Modeling, Process Chain Network) and a mathematical
model (P-graph). Our research aims to analyze the university enrolment process and
its efficiency, considering sustainability aspects and expectations and identifying
the points that can be modified and improved to make it more efficient, sustainable,
qualitatively positive, and economical. According to our research, school administrators
are overburdened during the enrolment process, often resulting in overtime work and
a high turnover ratio. Our results clearly show the high inefficiency of this administrative
process, as administrators can only partially meet their expected labor targets during
their regular working hours. We found that the university enrolment process can be
improved and made more efficient and sustainable. Using the P-graph, we have found
the process’s optimal path and resource requirements in a way that was not feasible
with previous models. Heartened by these results, we propose introducing and applying
the P-graph as a new model to study other public service processes.
