Government organizations that strive for more efficiency can take an example from the Telecom Agency. RijksZak has recently started using this. This allows them to handle case, process, file and customer interaction data in one system. It makes them more agile. And that is just one advantage, explained Harry van der Haar, Product Manager Case-Oriented Working, and Han van den Berg, IT Manager Rijkszaken at DICTU during Pega world 2018.

“Government organizations are struggling with outdated IT systems, which means they cannot keep up with the current speed of change,” explains Han van den Berg. “The privacy legislation that came into effect in May this year, for example, is quite a challenge for them.”

At the end of March, the ICT Implementation Service (DICTU), part of the Ministry of Economic Affairs and Climate, delivered its own service for case-oriented working: State Affairs. This generic cloud platform supports primary processes of government organizations and makes it possible to work case-oriented in a standardized way.
The platform is a combination of two solutions: a case management system from pegasystems and an Alfresco document management system. It is intended to support central government processes such as licensing, inspection and supervision.

DICTU focuses on the development and management of systems and applications, management of data centers and the workplace environment for more than 14.000 civil servants, who together use about 13.000 devices. Whereas the IT organization used to mainly offer tailor-made solutions, now all attention has shifted to standardized services as far as possible.

The Netherlands securely connected

RijksZak is an example of this and it Telecom Agency the first user. This government organization falls under the Ministry of Economic Affairs and KIimaat and monitors frequency use of radio and television, satellite, telephony and radio transmission equipment, so that the Netherlands is connected securely. The client profile of Radiocommunications Agency is quite broad: from private boat owners to commercial shipping, shipowners, media, amateur radio operators and telecom providers.

The new customer portal replaces the frequency user register and is an important first step in the pursuit of more modern, digital services. The organization worked with a sixteen-year-old system that was continuously expanded. That no longer met the requirements and wishes of this time and was difficult to maintain.

Anytime, anywhere, via any device

This government organization can be reached online via the new portal with all kinds of information for the citizen, the end customer. They can contact you anytime, anyplace and via any device. That's the big change.
Filling in name and address details and unnecessary questions is a thing of the past. Because a lot of data about citizens is known to the government. And because there is logic in the system, the user is always forwarded to a next step.

In addition, the platform is integrated with the e-mail service, so that extra actions are avoided and all correspondence can be found immediately. In addition, the platform is fully compliant with strict government security requirements.

 

Han van den Berg: “When creating the new application landscape, the builders unraveled all processes down to the bone. You are going to do a big cleaning, find out what the primary assignment is. That is an added advantage.”

“RijksZaak is an integrated solution, equipped with an infrastructure that makes the basic system live within a few weeks. With each client, we check what you want to configure first. The Proof of Value has an average lead time of four weeks. We start with small parts, work agile towards implementation as partners. The product owner usually represents one of the organizational units. It is our job to properly involve that person in the change process.”

Role of product owner

“The product owner must be flexible, able to switch gears and make decisions without being judged by a superior. This is all quite new for a government organization. If the steering is not good, you will run out and you don't want that. In all processes we are dealing with an organizational culture in which a classic way of management is leading.”

“It therefore logically takes time to transform. A clear mandate with the product owner is therefore of the utmost importance. This person must be able to personally involve the end users in the design. We notice that this is going better and better.”

economies of scale

Harry van der Haar: “We see a lot of overlap in processes among existing and new government clients of DICTU. Logically, custom solutions are not the most efficient for this. Previously, each government organization was served one-on-one. That was precious. Thanks to the standardization that we have now introduced, we can serve all ministries. That offers economies of scale.”

“In addition, changes can be easily tested automatically, implementation times are shorter and customers can share resources. Thanks to the reuse, every new customer benefits from a faster business implementation. It shortens the time to market, which also reduces implementation costs.”

Threatening

It is the ambition of Radiocommunications Agency to transfer more processes to DICTU's RijksZaak within the next two years. This means that 350 employees, divided over the two branches in Amersfoort and Groningen, will eventually use one platform. Important ambitions are the more modern user interface for customers and better security and transparency for both customers and internal departments.

Customers can now track permit applications more easily. The productivity of an organizational unit is more transparent. That has something threatening in it, but also has a positive downside: it increases the service level.

Integral customer view

“Due to the digitization transformation that government organizations are now undergoing with their primary processes, the services are given a clear face,” emphasizes Harry van der Haar. “As a result, these organizations can easily be measured: are they doing it well, in an orderly way, not ad hoc, but systematically? Government organizations will experience the same transition that organizations in the private sector have been experiencing for years. Soon it will be possible for employees to obtain an integrated customer view in a system. BV Nederland, with its citizens and companies, benefits from such agile government organizations.”

 

Read also GOVERNMENT CENTRAL SERVICES FOR A MONTH

 

 

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