Municipality of Almere

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. 

Municipalities are thus able in helping civilians and companies even if it concerns a service from a different local government. By this local governments are aiming for a more integrated public service where there are ‘no wrong doors’
 

Challenge

• Transition from a push- to pull organization: the customer demand is the primal focus.
• Using multi channeling to serve customers with the clever help of ICT.
• And better cooperation between public and private service partners including agreements on standard procedures and ways of working in better sharing services.
• And substantial attention and investment in good leadership and service culture.
   

Approach

• Create a coherent view on the connection between Front and BackOffice processes by introducing Value Chains.
• Set up of overall management mechanism at board level by introducing Strategic Value Chain Management.
• Designing a process architecture and corresponding RACI model.
• Translating that process architecture into a functional and technical design for a Workflow Management system.
   

Results

• A shared integrated overview of the public services context and its performance.
• The translation of that context into public service core values as driver for the change in service culture.
• 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.