Solving the human challenge of digitalizationSolving the HUMAN CHALLENGE challenge of DIGITALIZATION...
14
Solving the HUMAN CHALLENGE challenge of DIGITALIZATION By Tom van Noort & Evelien Fick
Transcript of Solving the human challenge of digitalizationSolving the HUMAN CHALLENGE challenge of DIGITALIZATION...
Solving the HUMAN CHALLENGE challenge of DIGITALIZATIONBy Tom van Noort & Evelien Fick
2
# employees: +/- 150 # users: +/- 5,000 # clients: +/- 90,000
Introduction to Wigo4it
• Cooperation for the social security departments of G4
• Wigo4it builds and manages applicationsand initiates innovative IT solutions:
• Financial support
• Work reintegration
• Debt counseling
• Straight through processing
3
Project goals
Increase quality of service
• Reduces the risk of errors
• Reduces handling time
• Higher degree of legality (objectivity)
• The customer is in the lead
Increase efficiency
• As many requests as possible by e-form
• Checking in advance: fewer requests pending
• Straight through processing when possible, targeted manual handling when it can’t be avoided
Uniformity between the cities
• Learning from each other
• Standardization of processes within four cities
business control
selfservice
Digiti-talization
auto-mation
justifiedtrust
people & organization
IT
Introduction to our solution
4
IB/BKWI
suwi-net
RINIS
ESB
presen
tati
on
wo
rkfl
ow
ap
plicati
on
s
data
bases
SocratesRMW
UWV
werk.nl
G4 backoffice
DUOUWVSVB
RDW
GBA
G4 backofficeWigo4it
Possible outcomes
Business Rules
Green
Calculate Amount
Letter of Confirmation
Payment done
Red
Letter of rejection
Orange
Notification for employee
Report (information +
task)
Manual
handling
5
1. Create a winning team with a mix of your best people in both IT and change management
• Add your best people to the team, not just for one week: from start to finish!
• Create a mix of business & IT: this isn’t just another IT project: assign a business change manager
• Overall & local product owners: mandate
6
2. Don’t forget to manage the impact on related processes
Example:
• How do we get applicants into the office to talk about getting back to work?
7
submittingform
sign up at the office
bring in documentsto the office
talk about gettingback to work
getting documentschecked
getting benefit granted
submittingform
sign up at the office
talk about gettingback to work
getting benefit granted
OLD
NEW
3. Speak the same language: create a basic assumption document
Example: Justified trust
• We all agree it’s necessary to take calculated risks
• But do we agree on the amount?
• How do we respect the political differences between our cities?
Solution:
Basic assumption document
8
4. Chain cooperation: the alignment of different perspectives is an important part of your project
Our playing field:
• City (x4), Local departments (x4), UWV, RINIS, IB, BKWI, SVB, RDW, DUO, Logius, Gemnet, KPN, …
Each with there own agenda’s and own focus!
9
5. Slice testing, implementation and release
• Short term solution for chain maturity level: slicing the release into smaller parts with less partners involved for each release
• Assign 1 leading city: testing & implementation: 4 months, second city testing & implementation: 2 weeks
• No big bang: helps users getting to know & trust the system
10
6. Just do it!
• We knew at the beginning that the first implementation would not meet our needs completely…
• We could have started with solving all of the problems first…
• We didn’t…
• And therefore we could go live!
11
plan
docheck
act
time
qu
ality
im
pro
vem
en
t
continuousimprovement
What’s next?
• Administration of changes:
• System initiated (webservices)
• Customer initiated (webforms)
• Increase the amount of straight through processing by:
• Solving legal issues that are currently in our way
• Adding more data services
• Updating the application form
• Human workflow to improve manual handling
• Higher maturity level of chain cooperation
12
Summarize
1. Create a winning team with a mix of your best people in both IT and change management
2. Don’t forget to manage the impact on related processes
3. Speak the same language: create a basic assumption document
4. Chain cooperation: the alignment of different perspectives is an important part of your project
5. Slice testing, implementation and release
6. Just do it!
13
Contact information
Tom van Noort – CEO
+ 31 6 29 00 03 31
@tomvannoort
Evelien Fick – Product manager
+ 31 6 22 61 58 11
@evelien
Wigo4it: + 31 70 305 8500
http://www.wigo4it.nl
14
