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Abstract
State modernization processes in Latin America have progressively incorporated management instruments aimed at efficiency and results, including business process management, which has been recognized as a relevant mechanism for improving institutional performance and public service quality. However, empirical evidence demonstrating its actual effects on public organizations remains limited. This study aims to examine the available empirical evidence on the effects of business process management in the public sector and its relationship with institutional performance and service quality. A systematic literature review was conducted following the PRISMA 2020 guidelines and the PICO framework, considering studies published between 2015 and 2025 that reported real implementations and institutional outcome measurements. Out of 213 articles identified across six databases, only two met the inclusion criteria: one conducted in the health sector in China, which reported statistically significant improvements in user satisfaction, and another in public procurement in Latvia, which showed substantial reductions in procurement cycle times. The findings suggest positive associations between business process management, institutional performance, and service quality. Nevertheless, the limited number of available studies and the absence of empirical evidence from Latin America constitute the review's main finding, revealing a gap between the normative adoption of this management instrument and the production of scientific evidence regarding its actual effects on public organizations.
