Business processes are key to providing, performing, delivering and evaluating e-services. Focus on business processes means a holistic view on e-services. The Common Process Model comprises a set of preconditions and methodologies for mapping business processes in order to identify, measure and improve the performance of the business processes that make up your e-service solutions. Experiences of employees from the municipality of Karlstad and contributions from local authorities in Edinburgh, Groningen, Kortrijk, Kristiansand and Lillesand have established a common ground to enable work on processes in a logical, strategic and self-reflective manner.