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Municipality of Hilversum

Customer Success Story

The municipality of Hilversum aims to send out the annual municipality charges before the 1st of March every year. However, due to many manual interventions, the procedure around calculating and processing said charges are highly complex and time-consuming. On top of that, the tax-software Key2Belastingen that the municipality uses for said process lacks transparency. Therefore, Apolix built a tailored process mining solution based on three pillars: operational efficiency, business control and throughput times. With the solution, not only did we create transparency in the process, we gave them a risk-and-control matrix to manage the risks and a dashboard to discover in real-time the as-is situation of all charges.

Intro

With over 90,000 citizens, Gemeente Hilversum is one of The Netherlands’ larger municipalities. You also might know the Gemeente Hilversum as the “Mediastad” (Media city) since the studios of almost all major Dutch television- and radio broadcasting companies are located in the municipality.

To process all the annual municipality charges (“heffingen” in Dutch), the Gemeente Hilversum uses the software Key2Belastingen from Centric. The procedure for calculating and processing municipality charges is – as you can imagine – extremely complex, and that’s where Process Mining comes in!

Complete process flow 

(All data is anonymized and randomized)

Challenges

Within the process, many different things happen that require manual interventions. Think about investigating whether a house is empty or double-checking whether a citizen has moved to another place. Despite the complexity and the manual work, every year, the municipality’s target is to send out at least 95% of their charges before March 1st. Therefore, the big challenge they face is processing as many charges as possible before the deadline without making significant errors and managing the large variety of risks that come with the municipality charges process.

One of the significant things the tax-software Key2Belastingen lacks is process transparency. It is rather complex to figure out precisely what is happening with an individual charge, especially when that specific charge comes with some complexity. A higher degree of process transparency would also help the Gemeente Hilversum better manage the risks that come with the charges process, which is why they decided to partner up with Apolix for a tailored process mining solution.

Charges process flow 

(All data is anonymized and randomized)

Solutions

The solution that Apolix built for the Gemeente Hilversum was based on three pillars: operational efficiency, business control, and throughput times.

Operational efficiency

We analyzed the sending process of the charges so that the root causes of the late sending of charges could be identified. The dashboard also showed how many charges were sent in time and the current outstanding amount of charges.

Business control

Business control was crucial as managing (potential) risks is especially important for municipalities. We enabled them to manage their risks by, e.g. tracking all the active ‘stop codes’ (paused charges) and the users who activated them. Also, we built a risk- and control matrix that enabled them to monitor their potential risks actively and act where due.

Throughput times

Finally, we provided a dashboard analysing how exactly objections and appeals are being handled. Next to the handling speed, we also provided insight into what actions are taken explicitly for each objection (e.g., crediting the charge).

Outcomes

When discussing the project’s outcome with our client, it was clear that we provided them with insights they had never seen before. It was new for them to see their entire charges process mapped out, and they were surprised that their perception of the process did not correspond with the actual reality of the process.

Next to providing these insights, we also stayed true to our core values and focused on realizing value from day 1. Within a few weeks, we had already realized a valuable solution for actively managing the risks that come with the process. Insights are great, action is better!

Risk and control matrix

(All data is anonymized and randomized)

Do you believe that you are not maximizing the ROI you can get out of your information system? As Process Mining specialists, we can help you uncover the truth in your system.

Check out our Resource Library for articles on Process Mining and browse through our Customer Success Stories showcasing our customers, projects and processes we have optimized.

Let’s work together to optimize your processes.

Get in touch!

Customer Success Stories

Streamlining Sales Process for TelCo

Customer Success Story – Streamlining Sales Process for TelCo

July 12, 2022

For our customer, one of the biggest telecommunication providers in Europe, we analysed their Salesforce Sales Cloud process. Their common challenges were that each opportunity was quite complex, and sales representatives utilised the software in their own way. Therefore, opportunities tended to stay longer in the funnel, consequently missing out on potential sales. Not only did we create transparency in the process, but we also discovered that combining opportunities and accounts helped to determine why an opportunity was lost and why the approvals took more time than expected. Check out our full Customer Success Story!

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Customer Success Story – Increasing Efficiency in Complex Agricultural Process

July 6, 2022

Our client is the global leader in the agricultural industry for creating sustainable flowers. They experiment extensively to develop new materials. Their Material Creation process is lengthy and complex due to many variables. To bring transparency into the said process, we started by connecting two different processes that rely on each other throughout the creation of new flowers. With complete transparency into the overall process, we gave our customer the data to understand the effort for the material creation versus the actual usage of the material

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https://www.apolix.nl/wp-content/uploads/2022/07/increasing-efficiency-in-complex-agricultural-process-Card-Landscape.png 1240 1748 Ashley Meijer https://www.apolix.nl/wp-content/uploads/2019/10/Header-Logo-fat-1.png Ashley Meijer2022-07-06 08:57:222022-07-06 08:57:23Customer Success Story – Increasing Efficiency in Complex Agricultural Process

Customer Success Story – Municipality of Hilversum : Streamlining Municipality Charges

June 23, 2022

The municipality of Hilversum aims to send out the annual municipality charges before the 1st of March every year. However, due to many manual interventions, the procedure around calculating and processing said charges are highly complex and time-consuming. Therefore, Apolix built a tailored process mining solution. Not only did we create transparency in the process, we gave them a risk-and-control matrix to manage the risks and a dashboard to discover in real-time the as-is situation of all charges.

Read more
https://www.apolix.nl/wp-content/uploads/2022/06/Gemeente-Hilversum-CSS-1.png 1587 2245 Ashley Meijer https://www.apolix.nl/wp-content/uploads/2019/10/Header-Logo-fat-1.png Ashley Meijer2022-06-23 08:22:522022-06-24 10:24:21Customer Success Story – Municipality of Hilversum : Streamlining Municipality Charges
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