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.