Process Mining for Evaluating Hospital Billing System Based on DSS01 Domain COBIT 2019 Framework

An information system streamlines operations and provides valuable data, but insufficient control can lead to inefficiencies in the process. The audit using the COBIT 2019 framework has provided optimal results in managing and controlling information technology. However, the assessment process, which is still conducted manually, has the potential to introduce bias in the evaluation results. This study proposed process mining method for evaluating processes based on DSS01 COBIT 2019. The proposed method will be evaluated to a hospital billing system to demonstrate how process mining can identify bottlenecks in processes in the system for providing insight for process improvement. Our findings highlight significant bottlenecks within five key connection processes and identify specific activities that impede the optimal flow of operations. These discoveries are aligned with the DSS01 objective of COBIT 2019, which aims to enhance the management of IT delivery and support services.