Process innovation promises radical improvements in service delivery processes. It is argued that, starting from a clean slate, processes should be redesigned, using information and communication technologies as an enabler for efficient and effective service delivery processes. In this chapter the author examines the potential and critical success factors of process innovation in the public sector. Two Belgian cases are studied: the Crossroads Bank for Social Security and the Crossroads Bank for Companies. In both cases ICT was used to redesign processes. Yet, both cases show that a pure rational process innovation is not possible. The institutional embeddedness of the processes has to be taken into account. In these processes, several actors are involved that all have different goals and interests at stake. The success of a process innovation project depends on the attention that is given to goals and interests, communication and trust.