Case management solution for Rijkswaterstaat

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

Rijkswaterstaat as an organization interacts with numerous stakeholders of various types. These interactions are rarely one-offs. On the contrary, some of the stakeholders are counter parties to RWS. Since its inception and at any point in time multiple issues may exist between RWS and a certain counter party. This makes acting as one RWS challenging at the individual level. For employees of RWS it can be very time consuming to gather the current state of an issue or relevant earlier interactions involving a certain counter party.

“Rijkswaterstaat, part of the Dutch Ministry of Infrastructure and the Environment, engaged with Finaps for the development of its new CRM system. In my role as Rijkswaterstaat’s productowner, I feel that well-deserved compliments towards Finaps (and its employees Christiaan Westgeest, Alexander Holtbach and Jeroen Kesteloo which I worked with) are in place. High-quality, constructive dialogue combined with the fact that in the project’s duration of 7 months not a single deadline was missed, radiates deliverability, punctuality and professionalism of Finaps and its driven employees. Positive word of mouth about the new CRM system and its user friendliness caused its use amongst colleagues to increase by more than a factor 3. From my perspective as Rijkswaterstaat’s productowner, I am very satisfied with the results.”  Robert Heuts, Rijkswaterstaat

 

The Solution

Rijkswaterstaat now documents interactions and issues with stakeholders in LIOM 2.0, a system for internal use. The acronym stands for Landelijk Informatiesysteem Omgevings Management – national information suite management.

Finaps provided development muscle in the scrum team that launched a successful remake of the 1.0 version. Earlier experience showed that a good user experience would be vital to the adoption and success of the system. That is why the team kept ease of use as the principal guideline throughout the development process. During combined test and feedback sessions the team engaged with a representative portion of the end users to find out which choices resonated well. These sessions were part of the two-weekly sprint rhythm, in which the project was delivered. The overarching approach to the development, Scrum, furthermore safeguarded the quality of the system and predictability in the delivery.

 

The Result

The user-friendly system has increased the number of active users significantly. The increase in adoption results in the information growing richer at a faster pace, which in turn attracts more users. The system is now the go to system whenever a RWS employee engages a stakeholder.

LIOM 2.0 supports efficient build-up of valuable information and effective communication with stakeholders. It allows Rijkswaterstaat to fulfil its mission: one Rijkswaterstaat, improving every day, together with others.