Description
Municipality Of Groningen Reduces Processing Times By Over 75%
in collaboration with
The Municipality of
Groningen in the
Netherlands chose
Capgemini’s new
solution for the
application and
handling of subsidies,
resulting in impressive
ef?ciency gains and
improvements in
service.
Municipality of Groningen reduces
processing times by over 75%
The Situation
The Department of Contracts, Monitoring and Subsidies (CMS) of the Dutch
Municipality of Groningen receives approximately 2,700 applications annually for
subsidies from institutions in the areas of culture, sport, recreation, education, youth,
welfare, care and minorities. Until 2009, the average lead time for such an application
was 156 days while the general administrative law demanded a maximum turnaround
time of only 56 days. The process for subsidy applications was hectic and
unstructured, and no reports were made on progress or year to date spend. There
was uncertainty about the division of roles between policy and implementation. In
addition, there was no uniform method of implementation. Each ?le was processed in
a unique way, resulting in long lead times.
“
First organize, then automate.
That’s how you gain clear and
relevant steps forward, in which
the right information is present.
And therefore better service.”
Roelof Dalstra
Department Contracts, Monitoring
and Subsidies
About Capgemini
With more than 120,000 people in
40 countries, Capgemini is one of
the world’s foremost providers of
consulting, technology and
outsourcing services.
The Group reported 2011 global
revenues of EUR 9.7 billion.
Together with its clients, Capgemini
creates and delivers business and
technology solutions that ft their
needs and drive the results they
want. A deeply multicultural
organization, Capgemini has
developed its own way of working,
the Collaborative Business
Experience
TM,
and draws on
Rightshore
®
, its worldwide delivery
model.
Learn more about us at
www.capgemini.com
the way we do it Public Sector
About Groningen
Groningen is the major city of the
Northern Netherlands and, with a
population of 186,000, the eighth
largest city in the Netherlands.
Groningen has a university, a
university of applied sciences, a
school for ?ne art and design, an
academy of music and many more
training institutes. Due to the
presence of all these institutes, half
the population is under 35, allowing
Groningen to be able to call itself the
“youngest” city of the Netherlands.
Besides being a university city,
Groningen is also at the leading
edge in the development of
research, innovation and
entrepreneurship, earning itself the
title of ‘City of Talent’.
Groningen strongly believes in the
riches of the arts and therefore
generously invests in creative talent
as well.
For more information on Groningen,
please visithttp://gemeente.groningen.nl/
Roelof Dalstra
Department Contracts,
Monitoring and Subsidies
Gemeente Groningen
Marten Jan
Scheffers
Product Manager,
Application Outsourcing
Capgemini Netherlands
The Solution
As part of a drive for professionalization, the municipality started to use the new
Subsidy Information Management System (SIMS) in October 2011. SIMS is based on
the MULTI-subsidies solution of Capgemini, which is developed with
Be Informed software.
An early pilot with three subsidy schemes showed that this system provided the
process support required. The staff of CMS was immediately enthusiastic about
the user-friendliness of the application and the cooperation with the Capgemini
teams. The application guides the user in a simple and transparent way through the
subsidy process.
In parallel to the introduction, three important improvements were made to the
subsidy process. Firstly, policy and implementation were formally separated. Due
to this separation of functions, the tasks and roles of both areas were clari?ed. The
processes were also greatly simpli?ed and reduced to only three variants, depending
on the amount of the subsidy. Finally, there was a shift in focus on simplifying the
logistics and administration of the subsidy process, to reduce the time spent on
substantive exceptions that could or could not apply.
The Department has now made a clear separation between the process of handling
and deciding (the ‘?ow’) and the substantive rules that apply (the ‘know’). All
applications enter via one central point where they are recorded and assessed for
completeness and accuracy on the spot. In accordance with the policy (known as
AWB), formal timing of the turnaround will not start until the application is complete.
An additional advantage of the separation of the ‘know’ and the ‘?ow’ is that the
rules are easier to customize if policy changes. This is in alignment with the case
management guidelines set by the Quality Institution for Dutch Municipalities (KING).
Finally, the rules have been simpli?ed so much that now 80% of the applications can
be handled semi-automatically. This leaves more time for complex applications, and
for the application of specialist expertise.
The Result
The average turnaround time for handling an application has been reduced from 156
to 37 days. The Contracts, Monitoring and Subsidies department thus comfortably
meets the statutory time limits imposed by policy. All the improvements in the
processes and the shortening of turnaround times give the department more time for
matters that really count, namely social goals for culture, sport, recreation, education,
youth, welfare, care and minorities. Institutions applying for subsidies now receive the
decision on funding for the year to come before Christmas, giving them timely notice.
They also know what performance indicators the Municipality uses to implement
its policy.
The Municipality of Groningen hosts the application on its own locations and is
able to ?ne-tune the software to its business needs. However, Capgemini now also
offers MULTI-Subsidies as a service to other Municipalities and organizations in the
public sector.
The cooperation with the staff of the department was very positive right from the
beginning. After the promising proof of concept, a letter of intent followed quickly.
Both parties worked intensively and constructively together in order to get a good
result.
In collaboration with
Capgemini Netherlands
Global Public Sector
Approved by
For more information on this project, please contact:
[email protected]
©2012 Capgemini. No part of this document may be modi?ed, deleted or expanded by any process or means
without prior written permission from Capgemini. Rightshore
®
is a trademark belonging to Capgemini..
doc_892925526.pdf
Municipality Of Groningen Reduces Processing Times By Over 75%
in collaboration with
The Municipality of
Groningen in the
Netherlands chose
Capgemini’s new
solution for the
application and
handling of subsidies,
resulting in impressive
ef?ciency gains and
improvements in
service.
Municipality of Groningen reduces
processing times by over 75%
The Situation
The Department of Contracts, Monitoring and Subsidies (CMS) of the Dutch
Municipality of Groningen receives approximately 2,700 applications annually for
subsidies from institutions in the areas of culture, sport, recreation, education, youth,
welfare, care and minorities. Until 2009, the average lead time for such an application
was 156 days while the general administrative law demanded a maximum turnaround
time of only 56 days. The process for subsidy applications was hectic and
unstructured, and no reports were made on progress or year to date spend. There
was uncertainty about the division of roles between policy and implementation. In
addition, there was no uniform method of implementation. Each ?le was processed in
a unique way, resulting in long lead times.
“
First organize, then automate.
That’s how you gain clear and
relevant steps forward, in which
the right information is present.
And therefore better service.”
Roelof Dalstra
Department Contracts, Monitoring
and Subsidies
About Capgemini
With more than 120,000 people in
40 countries, Capgemini is one of
the world’s foremost providers of
consulting, technology and
outsourcing services.
The Group reported 2011 global
revenues of EUR 9.7 billion.
Together with its clients, Capgemini
creates and delivers business and
technology solutions that ft their
needs and drive the results they
want. A deeply multicultural
organization, Capgemini has
developed its own way of working,
the Collaborative Business
Experience
TM,
and draws on
Rightshore
®
, its worldwide delivery
model.
Learn more about us at
www.capgemini.com
the way we do it Public Sector
About Groningen
Groningen is the major city of the
Northern Netherlands and, with a
population of 186,000, the eighth
largest city in the Netherlands.
Groningen has a university, a
university of applied sciences, a
school for ?ne art and design, an
academy of music and many more
training institutes. Due to the
presence of all these institutes, half
the population is under 35, allowing
Groningen to be able to call itself the
“youngest” city of the Netherlands.
Besides being a university city,
Groningen is also at the leading
edge in the development of
research, innovation and
entrepreneurship, earning itself the
title of ‘City of Talent’.
Groningen strongly believes in the
riches of the arts and therefore
generously invests in creative talent
as well.
For more information on Groningen,
please visithttp://gemeente.groningen.nl/
Roelof Dalstra
Department Contracts,
Monitoring and Subsidies
Gemeente Groningen
Marten Jan
Scheffers
Product Manager,
Application Outsourcing
Capgemini Netherlands
The Solution
As part of a drive for professionalization, the municipality started to use the new
Subsidy Information Management System (SIMS) in October 2011. SIMS is based on
the MULTI-subsidies solution of Capgemini, which is developed with
Be Informed software.
An early pilot with three subsidy schemes showed that this system provided the
process support required. The staff of CMS was immediately enthusiastic about
the user-friendliness of the application and the cooperation with the Capgemini
teams. The application guides the user in a simple and transparent way through the
subsidy process.
In parallel to the introduction, three important improvements were made to the
subsidy process. Firstly, policy and implementation were formally separated. Due
to this separation of functions, the tasks and roles of both areas were clari?ed. The
processes were also greatly simpli?ed and reduced to only three variants, depending
on the amount of the subsidy. Finally, there was a shift in focus on simplifying the
logistics and administration of the subsidy process, to reduce the time spent on
substantive exceptions that could or could not apply.
The Department has now made a clear separation between the process of handling
and deciding (the ‘?ow’) and the substantive rules that apply (the ‘know’). All
applications enter via one central point where they are recorded and assessed for
completeness and accuracy on the spot. In accordance with the policy (known as
AWB), formal timing of the turnaround will not start until the application is complete.
An additional advantage of the separation of the ‘know’ and the ‘?ow’ is that the
rules are easier to customize if policy changes. This is in alignment with the case
management guidelines set by the Quality Institution for Dutch Municipalities (KING).
Finally, the rules have been simpli?ed so much that now 80% of the applications can
be handled semi-automatically. This leaves more time for complex applications, and
for the application of specialist expertise.
The Result
The average turnaround time for handling an application has been reduced from 156
to 37 days. The Contracts, Monitoring and Subsidies department thus comfortably
meets the statutory time limits imposed by policy. All the improvements in the
processes and the shortening of turnaround times give the department more time for
matters that really count, namely social goals for culture, sport, recreation, education,
youth, welfare, care and minorities. Institutions applying for subsidies now receive the
decision on funding for the year to come before Christmas, giving them timely notice.
They also know what performance indicators the Municipality uses to implement
its policy.
The Municipality of Groningen hosts the application on its own locations and is
able to ?ne-tune the software to its business needs. However, Capgemini now also
offers MULTI-Subsidies as a service to other Municipalities and organizations in the
public sector.
The cooperation with the staff of the department was very positive right from the
beginning. After the promising proof of concept, a letter of intent followed quickly.
Both parties worked intensively and constructively together in order to get a good
result.
In collaboration with
Capgemini Netherlands
Global Public Sector
Approved by
For more information on this project, please contact:
[email protected]
©2012 Capgemini. No part of this document may be modi?ed, deleted or expanded by any process or means
without prior written permission from Capgemini. Rightshore
®
is a trademark belonging to Capgemini..
doc_892925526.pdf