Municipality of Amsterdam

Getting a grip on ‘value drivers’

As a portal for the Dutch government, municipalities are to act as a service center in 2015 to all civilians, companies and institutions. This means that one can either have directly access to any of the services or having it delivered through mediation with other local governments or service partners. 

In the case of the application of subsidies this means a need for an integrated e-service point which can serve as a digital portal to the public. From that portal the client can reach all involved parties throughout the chain of the subsidy application process.

 

Challenge

• Setting the organizational and technical requirements for an integrated digital e-service point for subsidy application.
• Incorporating the standard procedures and ways of working for better sharing services across the subsidy chain of public service partners.
  
   

Approach

• Designing a process architecture and corresponding RACI model for the subsidy management service.
• Translating that process architecture into a functional and technical design for a Workflow Management system.
   

Results

• A detailed process architecture with integrated role and task descriptions for the personnel.
• A blueprint for the functional and technical design for a Workflow Management system.
• All resulting into a transparent subsidy management process which gives the client at all times insight on what the status is and delivering according information concerning their subsidy application.