Simone Dobbelaar about the separation of the 'know' and the 'flow'.
Case
The Immigration and Naturalization Service (IND) was confronted with many fundamental changes in just a short space of time: extension of its tasks, a new service concept and the introduction of a new immigration policy. Due to the complex and frequently changing legislation, IND‘s systems were difficult to maintain. The IND therefore decided to replace its current information systems and redesign its processes.
Solution
IND decided to replace the entire information system for the primary process with standard software. Important principles in this solution are:
- separating the 'know' from the 'flow', or the separation of workflow and knowledge
- establishing a generic process with no knowledge elements
- modeling instead of programming: the model = the application = the documentation.
What solution did Be Informed offer?
Be Informed was chosen to model and apply the 'know' or the rules, Siebel Case
Management was chosen for supporting the flow. Be Informed is used to record and
publish all regulations necessary to implement the primary processes of the IND
(rule control).
How is that solution realized?
Be Informed knowledge architects worked closely together with staff of the IND
and Siebel for setting up the methodology of business rules within the IND. The
staff (both lawyers and information analysts) are trained in the use of Be
Informed and cooperate with the Be Informed project team at analyzing, recording
and validating the rules (co-creation). The IND considers the analysis, capture,
validation, management and maintenance of the rules as a core business and will
continue to perform these tasks themselves at all times.
The rules are defined in semantic models that can be accessed as services using the Be Informed Knowledge Server. This in the form of:
- thematic portals and knowledge bases on the internet
- intelligent forms
- context-sensitive dynamic treatment plans
- automated decisions
- decision support
- determine the level of fees
- title determination (residence/removability)
- risk profiles
- maintenance profiles
- generate customized documents and decisions
Which partners were involved?
Siebel, Accenture, Ordina
System
Who are the users?
Officials in both front and back office
How many users are there?
4,000
How many rules and laws are in it?
60,000 lines, 30,000 definitions.
Performance
Rapid processing of new regulations: reduction of 9 months to 3 days
Dutch Immigration and Naturalisation Service (IND)
The Management Innovation eXchange (MIX) is an open innovation project aimed at reinventing management for the 21st century. The Dutch Immigration and Naturalization Office participates in their Harvard Business Review/McKinsey M-Prize for Management Innovation.
The
IND entry:
Dutch
Immigration and Naturalisation Office: the road to freedom