Municipality of Rotterdam uses process mining to optimize citizen services

The Municipality of Rotterdam is optimizing services for citizens using process mining in partnership with Microsoft.

The Municipality of Rotterdam sought greater visibility into the business processes and systems supporting service delivery for over 1.5 million residents in the region. It selected Power Automate Process Mining to visualize workflows, track key performance indicators (KPIs), uncover bottlenecks and design targeted process improvements.

The process mining team has analyzed more than 30 distinct processes across various departments and systems within the municipality, according to Microsoft. Rotterdam is the second largest city in The Netherlands as well as a major logistic and economic center and home to Europe’s largest seaport.

Just under a quarter of businesses (24 percent) currently use process mining tools to support business transformation, the PEX Report 2025/26 indicates. Meanwhile, 17 percent of surveyed firms are planning to invest in process mining in the next 12 months.

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Municipality of Rotterdam enhances services with process mining

Previously, the Municipality of Rotterdam’s process mining team used several competing solutions that lacked the necessary depth of reporting and proved to be overly complex and difficult to use.

Power Automate Process Mining struck the ideal balance between powerful analytics and user-friendly simplicity. “Power Automate Process Mining has been wonderfully easy to use while also delivering just the right depth of analysis across a wide variety of processes and systems,” said Genevìève van Gemert, a process mining lead with the Municipality of Rotterdam.

For the municipality, being able to easily share process mining data and analysis was also critical. “With Power Automate Process Mining, other employees can quickly and easily access data using Power BI tools that we already use,” explained Jeroen van der Hagen, another process mining lead for the municipality.

This improved access to data helped foster a hands-on, collaborative approach. The better access municipal employees have to process mining data, the more motivated they are to act on this data and improve processes.

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Driving improvements through process mining

The process mining team analyzed more than 30 different processes across the municipality, encompassing multiple systems. One successful project led to requests for similar analysis from other departments.

Additionally, to help refine processes even further, one-off reports have often led to requests for continuous monitoring. “We’re excited about all the projects that have come our way since using Power Automate Process Mining. We’re even more excited about the resulting process improvements that are benefitting the municipality and our citizens,” said van Gemert.

Study introduces new process mining reporting framework

A recent study introduced a new process mining reporting framework dubbed PROMIRE. It is a comprehensive 18-item checklist that provides structured reporting criteria across all stages of process mining projects, from planning and data extraction to analysis and validation.

The guideline’s evidence-based structure, validated through both methodological synthesis and empirical evaluation, successfully captures essential reporting elements that are often overlooked in current practice, according to the study author.

By bridging domain-specific needs with existing reporting principles, PROMIRE aims to elevate the quality, credibility and practical impact of process mining research, fostering reproducibility and actionable insights for academia and industry alike.

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