What is Understandability

This chapter draws out the challenge of how to provide information to citizens with respect to organizational business processes, particularly public service processes. The aim is to discuss the issues concerning organizations' disclosure to citizens, particularly in describing how services are performed in these organizations. It relies on the idea that an urgent step to improve citizen participation in public matters, especially in public service delivery, is to provide citizens with ways to understand how and why internal processes must be conducted. The chapter reports on how business process models can be used for organizational communication and describes proposals to extend this communication to external actors. The conclusion presents remarks on challenges and future work.