SAM case management solution

Profile of our Client

Rijkswaterstaat works daily towards a safe, habitable and accessible Holland. It ensures speedy and safe circulation on the road as well as on water and protects the country against floods. The organization, which was founded in 1798, totals about 9,000 employees.

Organizations that are able to handle automation can continuously improve their services. With this statement in mind, Rijkswaterstaat has completely reassessed its approach to automation. Main consideration: the notion that automation is no longer a technical challenge, but rather a matter of change, with impact on the entire organization. The challenge was to define a method that was fully manageable while facilitating flexibility and quality.

Successful automation starts with a clear picture of the challenge, want or need. That’s why it’s crucial that the business and IT understand each other. By means of enterprise engineering, Rijkswaterstaat maps out the ‘essential model’ of the organization.

The Challenge

Every day hundreds of alerts and questions from citizens, employees and companies reach Rijkswaterstaat. These regard, for example, the condition of roads, opening times of sluices or the initiation of an employee. Rijkswaterstaat was in search of a system that would support both effective collaboration and fast solutions.

The Solution

Rijkswaterstaat handles each alert using SAM, an intelligent case management system.

SAM stands for Samenwerken aan Meldingen – Cooperating on Cases. Finaps developed the application together with engineers of other Mendix partners completely according to the new automation method. This means an agile (SCRUM) and process-oriented approach, with much attention to the involvement of management and the cooperation between business and IT.

SAM is powered by recognized platforms. It uses Mendix building blocks, while Pivotal Cloud Foundry ensures continued availability, thanks in part to virtualization and autoscaling. SAS deals with business intelligence, providing insights and management information regarding alerts. The integration of Mendix with SAS was also developed by Finaps. SharePoint is used for document management.

The Result

Employees of Rijkswaterstaat are now able to work simultaneously on the same case, they cooperate better and handle each alert better and faster. Thanks to the insights generated by SAS, the organization is able to learn from practice, thereby improving its case management process. Furthermore, the introduction of SAM has significantly reduced the costs of handling the many alerts and questions.

SAM supports both effective collaboration and fast solutions allowing Rijkswaterstaat to fullfil its mission: one Rijkswaterstaat, improving every day, together with others.