The Immigration and Naturalization Service
The Immigration- and Naturalization Service (the IND) in the Netherlands ensures that the immigration and naturalization policies are carried out accurately. To do this the IND must implement and apply the relevant policies as objectively and consistently as possible.
Managing migration of people is complex. If someone applies for a residence permit in The Netherlands, his or her country of origin and other background information triggers a number of treaties, laws and regulations to be applied. Customers may apply for many different residence statuses, ranging from expat to refugee, from student to spouse and from citizenship to medical treatment. At all times, the IND has to keep an open, customer-oriented attitude towards immigrants, but still has to be strict on enforcing migration legislation and avoid security threats (terrorism, espionage), illegal immigration, health risks, criminality, trafficking, and economic risks for Dutch society.
Frequently changing regulations, growing complexity and expanding responsibilities resulted in a fragmented IT-landscape which could no longer support the IND’s primary processes. This resulted in arrears, leading to complaints which taxed the organizations capacity beyond limits. Errors and incidents were picked up by the media, resulting in bad publicity and political problems.
The IND responded with an elaborate change program (INDiGO), embracing a Greenfield approach: completely abandoning the traditional way of working and the supporting legacy systems in order to reinvent an immigration service with an open attitude towards its environment that would be both customer oriented to immigrants and strict on enforcing migration legislation. Be Informed is one of the major components of INDiGO.
Major benefits of IND’s change program include:
The major challenges of this case were: