Toon Timbermont

Workflow automation is a technique worth considering when you are simplifying public services. By automating small parts of your workflow you can improve the quality and the speed of the overall service. In this blog article, we share three practical examples to give you a better understanding of the potential of workflow automation in the public sector. 

## Example 1: Automated payments
A public service process often closes with a financial transaction to a citizen. Typically the payment takes place in another system and requires a manual interference. In the example below, we use workflow automation to link both systems and trigger the payment process as of a certain task is completed. A rather small digital intervention but in the end a big timesaver for the employees.

![Example of automated payments with BPMN](/uploads/2c523902620149139efc9dde1a55cc5c.png)

## Example 2: Administrative checks 
By automating (a part of) the control of a service request, you can take away the administrative burden for the case manager. You can, for example, automatically check if the requester has the required age to receive the public service. This way, no manual interference is required. In the decision table below you see how that would look like in DMN (Decision Model and Notation).

![Example of automated administrative checks with DMN](/uploads/3f5d167eee1e489a988793065ef19c78.png)

## Example 3: Multi-channel communication
The Flemish Disaster Fund ([Vlaams Rampenfonds](https://www.skryv.com/customers/vlaams-rampenfonds)) used workflow automation to communicate with the citizen via multiple channels. By default, the end decision is being sent to the person's eBox. Each Belgian citizen has a digital mailbox via which they can receive official documents. When the recipient did not yet activate his eBox, an alternative track is automatically triggered to send the communication via post.

There are many variations on these examples for each public service process. Create a list of all your ideas and evaluate if they are a good match for workflow automation. Do you want to learn more about workflow automation? [Download the free starter guide here. ](https://www.skryv.com/starter-guide-workflow-automation-public-sector)

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By automating small parts of your workflow you can improve the quality and the speed of the overall service. In this blog article, we share three practical examples to give you a better understanding of the potential of workflow automation in the public sector. 


3 Examples of Workflow Automation in the Public Sector

When you start with workflow automation in the public sector, you might get lost between all the tools and techniques out there. We searched for (and found) a way to bring more clarity and help you make an informed decision.

Our definition of workflow automation is making manual interventions redundant by automating (a part of) your workflow, so you can free up time for other tasks.

## What workflow automation technique?
In the flowchart below, we guide you to a suitable workflow automation technique for your public service. If you are not familiar with the different techniques, continue reading below the image for a brief lexicon.

![What Workflow Automation Technique Should You Apply? The Ultimate Flowchart.](/uploads/8c14eab7b85942dd98e3549b59a1a28e.png)

In a nutshell: when it is ok to have a fuzzy outcome and you have a lot of data by hand, then AI is worth considering. When you need an answer that is 100% correct, we advise process automation. However, a prerequisite for process automation is to have clear business rules and structured data. RPA and OCR can help you to obtain more structured data.

## Workflow Automation Lexicon

###Artificial Intelligence (AI)
By analysing a big amount of data, a computer learns to see patterns and builds up a certain level of intelligence. The answer of the computer is an estimation and has a certain error rate. E.g. AI can help you with fraud detection and help you spot possible malicious requests that need more investigation. 

###Process automation
With process automation, you are in the driving seat. You set out the steps of your process and model the (objective) business rules. When you enter the data in the correct format, the computer will check the rules you've set up and execute this flow. The outcome is 100% predictable and traceable. E.g. verify if a person owns the property he or she is requesting a premium for.

###Robotic process automation (RPA)
A robot will copy the behaviour of the employee and execute the manual steps, e.g. open the excel, search a contact, lookup data,.. It allows you to speed up, but there are limitations on its scalability. We see it more as an intermediate step, in anticipation of another technical solution. Where you then review, simplify and smartly digitise the process.

###Optical character recognition (OCR)
With OCR the computer categorises or recognises text from images, scanned documents,... A great method to extract structured information from unstructured sources. It is often used as an intermediate step to fully going digital (e.g. when an online form replaces a paper submission form).

## What do you think?
Does this clarify things for you or do you have some questions left? Share your thoughts via [email](mailto:toon@skryv.com) or send us a [message](https://www.skryv.com/contact).

what-workflow-automation-technique-ultimate-flowchart.png

When you start with workflow automation in the public sector, you might get lost between all the tools and techniques out there. We searched for (and found) a way to bring more clarity and help you make an informed decision.


What Workflow Automation Technique Should You Apply? The Ultimate Flowchart.

Workflow automation is very powerful and can accelerate the digital public sector. But it is not a one size fits all solution. 

With workflow automation, you automate repetitive and manual tasks and free up the time of civil servants. [Wonen Vlaanderen](https://www.skryv.com/customers/wonen-vlaanderen-reduced-processing-time) for example automated the admissibility check for renovation premium requests. By consequence, the civil servants can shift their focus to the substantive assessment of requests.

## Complexity and volume of the workflow

To decide if a workflow is a candidate for automation, you have to ask yourself two questions:

- What is the volume or how many times is the workflow repeated a year?
- How complex (e.g. number of people involved, exceptions, ...) is the workflow? 

Based on these two dimensions you can divide your organisation's workflow into four categories:

![text](/uploads/ddb19b6cb4244f7eb73264fd678c622b.png)

### Document the workflow (simple x low volume)
Do not invest in automating these workflows. Instead, focus on organisational optimisation and alignment by documenting the workflow. 

### Automation (simple x high volume)
These are perfect candidates for automation. Is this your first automation project? Opt for a simple workflow with a high volume. 

### Expert work (complex x low volume)
These workflows typically contain too many exceptions to make the automation investment worthwhile. We suggest investing in supporting your experts. And if you really want to automate, first try to simplify the workflow where possible. 

### Automation* (complex x high volume)
These workflows are good candidates for automation. Due to the higher complexity, it will ask a higher investment. Search for synergies, or break it up in smaller parts and have a mix of expert work and automation. 

Workflow automation asks for a high investment that is not always needed to solve the problem. Search for good candidates and invest in the workflows with a high return on investment. Do you want to [learn more](https://www.skryv.com/starter-guide-workflow-automation-public-sector) about workflow automation and how to get started? [Download](https://www.skryv.com/starter-guide-workflow-automation-public-sector) the starter guide. 

## What do you think? 

Have you already tried to divide your workflows according to volume and complexity? What is your experience with this? Share your opinion via [email](mailto:toon@skryv.com) or send us a [message](https://www.skryv.com/contact).

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Free Starter Guide to Workflow Automation in the Public Sector - Skryv.jpg

Free up the Time of your Case Managers

Workflow automation is not a one size fits all solution. To decide if your workflow is a candidate for automation, divide your workflows according to volume and complexity. 

Workflow automation, does the shoe fit? 

Fancy smart and easy-to-use online services? 

The Vlaams Rampenfonds compensates individuals and companies who suffered from damages caused by an exceptional, general disaster (e.g. excessive rainfall). The disaster fund was created after the state reform of 2011 when the competence was delegated from the federal to the regional level.

## The challenge
The team had to find a new way to treat the submitted compensation claims. They tried out multiple approaches but none seemed to fit the bill. Systems were aged, it took a long time to treat the claims and collaboration with multiple people was a challenge.

The two biggest motivators for the Vlaams Rampenfonds to move to a case management software were:

* To ease the collaboration between the different stakeholders (external experts, case managers, citizens, head of the department,…)
* To simplify and digitize the request process for citizens and companies that suffered damages

## The solution: an end-to-end digital process that fits the ecosystem

Due to the introduction of new legislation, the organization had to start from scratch. It had no internal IT team at its disposal. Skryv started off with a business analysis track (Think & Try). At the end of the workshop series, the organization knew what the future would look like and what features the solution should have. The three most important features for the organization are:

### A smart ePortal.
Citizens can now submit their request for compensation digitally via the ePortal. It guides the user through the forms and ensures a seamless experience. It is powered by smart forms, the collection of data from authentic sources and error recognition (e.g. when the national number is missing a digit). Before the introduction of the ePortal, different paper forms had to be completed based on the damage one had suffered. Today, a digital request is possible and the citizen is led to a customized form based on his context.

### Digital processing of the claims. 
Today there is one smooth digital flow, from the moment a citizen starts a request to the actual payment (or denial) of the compensation. This allows for a significant decrease in processing time of the claims. Firstly, all the information is brought together on the Skryv platform. The case manager has everything he needs within reach. Secondly, all calculations are done automatically, based on a limited number of inputs from the experts. Lastly, all communications to the citizen are generated automatically by the system.


### Integration with the building blocks of the Flemish government.

The Flemish government provides different IT building blocks. Both the ePortal and case management platform needed to fit into this ecosystem. Today the Vlaams Rampenfonds fetches data from different authentic sources (parcel registry, KBO, …), uses the login system of the Flemish government and has an ePortal that reflects the Flemish corporate identity.

##Advantages
This digital and automated way of working created various efficiency gains:

-  **Simplified administrative process.** Requesting compensation is no longer an administrative hurdle. The citizen does not have to enter the same information over and over again. He gets a personal approach that fits his context. Once submitted, the request can be handled promptly. 
- **Improved collaboration with all stakeholders.** The case managers, victims, heads of departments and external experts work together on one platform. Based on the allocated rights they have secured access to the appropriate data and dashboards.
- **Quality improvement, both for the organization and the citizen.** By following the only-once principle and automating repetitive tasks, typos and miscalculations can be avoided. This speeds up the process and prevents the case manager's frustrations about incomplete or incorrect dossiers or repeating the same acts over and over again.


Customer story - Vlaams Rampenfonds.jpg

Citizens submit their requests via a smart eportal which triggers the digital evaluation process on the Skryv platform. Fully integrated with the Flemish gov IT building blocks.

Rampenfonds created a digital experience for the citizen and a better collaboration with external experts 

Your DIY toolkit to digitise your services and create the best online experience for citizens. It is easy to set up and adjustable at any time.

Create and edit forms without having to rely on a developer. Fast to set up, maintain and in a language that both business and IT understand.

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Low-code DIY platform

Actively inform the citizen on changes or questions about his dossier. Send notifications via different channels (email, eBox, MijnBurgerprofiel, etc). It helps you to decrease the number of worried phone calls by citizens and increase transparency.

Proactive communication

Ease the evaluation of the dossiers and integrate with your back-office system by using API, webhooks or file-export.

Back-office integration

Minimize the effort for the citizen and avoid mistakes by using smart form techniques. Requesting a service will become a walk in the park.

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Smart citizen forms

Keep the citizen well-informed and increase transparancy. Every client has an overview of the status of his dossier(s) and their history.

Overview

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Front-office

Front-office software to help you digitise your services, improve the quality of requests and inform the client.


Smart forms, happy citizens

Want to tackle your backlog of dossiers?

Wonen-Vlaanderen helps to make sustainable and affordable housing available for everyone in Flanders. They provide different support measures, such as the “renovation premium” to support the renovation of houses that are at least 30 years old, or the “adaptation premium” to support the modification of houses to the needs of the elderly. 

## Challenge and objectives
Wonen-Vlaanderen struggled with a backlog of cases, due to a long processing time of premium requests. It took up to a year for the citizen to receive a (final) decision. They worked based on a paper dossier and used an application to store the (meta)data of each dossier. The work pressure for the case managers was high.

They decided to simplify and digitise the administrative process of the renovation premium, with the following objectives:
- Substantially reduce the processing time;
- Move towards a paperless work environment;
- Have a software system that is easily adaptable to organisational reforms and legislative changes.

## A digital back office to save time
Wonen-Vlaanderen selected a scanning solution to digitise its paper dossiers and selected the Skryv platform for process automation and case management. 

The process automation of multiple objective checks and calculations allowed to drastically reduce the dossier processing time. The system automatically gathers info from different authentic sources and checks specific conditions such as the level of income, the age of the house, the type of house, etc. Thanks to this automation, it is now known within seconds whether a requester qualifies for the premium.

By digitising the remaining administrative workflow on the Skryv platform using the case management,  the case manager’s work is simplified. When a case manager starts a task, the system offers the exact info and documents needed to complete it. The automated task assignment ensures the work is distributed and that the case managers focus on the most important tasks. Dossiers can easily be retrieved with the search function. The dossier overview gives the case manager all key information about the dossier at a glance and makes all dossier information easily available.

Finally, it was important for Wonen-Vlaanderen to have an adjustable system that can adapt quickly to changing regulation.  For example, an updated premium type was added and activated on the platform within one month of publication of the new regulation. 

## Advantages
By introducing a fully digital way of working, together with the necessary simplification measures, Wonen-Vlaanderen reached its goals: 
- They noted a substantial decrease in the processing time, allowing to eliminate the case backlog that had been increasing in the previous years;
- The fully digital workflow allows for case management from home, supporting the teleworking available at the Flemish government;
- Wonen-Vlaanderen increased its flexibility. When legislation around the renovation premium changes they can easily adjust to the new situation, as was demonstrated with the swift upgrade to the new version of the renovation premium;
- They have a strong basis to build on. Other types of premiums, new integrations to authentic sources and reporting tools can easily be added. 


Customer-story-wonen-vlaanderen.jpg

By digitising its back-office, Wonen-Vlaanderen noted a substantial decrease in the processing time. This allows them to eliminate the case backlog they had built up in the previous years.


Wonen-Vlaanderen reduced its processing time

Everything you need to digitally process your dossiers from submission to payment. It’s adaptable, low-code and integrated with your services. 


Configuration-based set up and maintenance to save costs and improve business - IT alignment. Complemented with customisation to come to the best solution.

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Low-code case management

The low-code approach puts users in control. Add intelligence, introduce templates and let the processes work for you. Laying the foundation for a qualitative workflow. 

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Smart workflow management

Control and divide the amount of work and ease the collaboration with externals. (Automatically) assign tasks, define responsibilities and visibility according to the user's role. Check the version history to know who did what and when.

Collaboration & team management

A central overview of all the dossiers and to do's that varies according to one's responsibilities. Use the search and filter function to quickly find info and dossiers.

Overview & reporting

Maximally reuse data and avoid copy-paste and mistakes. We integrate with your organisation's log-in, authentic sources, databases, look & feel and other tools.

Integration

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Case management

Case management software to help you focus on the real deal, decrease the processing time and get insight into dossiers. 


Right info, right time, right place

Want to increase productivity and focus on your efforts?

Your low-code tooling to automate repetitive tasks and decisions. Easy to maintain and 100% reliable.


Save cost and gain flexibility with our low-code tools. They allow you to quickly set up and maintain your processes without heavy dependency on the software vendor.

Low-code set-up

Orchestrate how third party data enters your systems, how information is modelled and other actions in your end-to-end process. Optimize the process in order to eliminate redundancies and increase productivity.

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Orchestration

Support the case manager by automating decisions, so he can focus his efforts. Define the business rules in DMN and automatically generate an advice for specific questions. Obtain a lower error rate and overall quality improvement of dossiers. 

Decision automation

Easily integrate the automated process in your (case management) system. You can trigger or manage it via the properly documented Rest API. To save even more time, you can execute the automated processes in bulk instead of executing them individually.

System to system

Use the easy & accessible user interface to quickly validate the automated processes. It also comes with an admin page and support tooling. 


User interface

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Process automation

Automation software to help you automate repetitive tasks, make decisions and increase productivity.


Ease your work, increase productivity

Want to make maximum use of existing IT building blocks?

The all-in-one connectivity suite to integrate with eGovernment services. Prevent duplication of effort and minimize the IT and maintenance costs 


Connect faster to a whole range of eGovernment services and always have the most up-to-date version at your disposal. We are currently connected to: 

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Out of the box connectors

Difficulty with understanding the variety of technical implementation and documentation? Bypass the technical complexity of the eGovernment services by integrating to the connectors suite.

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Easy to integrate

You are automatically compliant with security requirements. Several government services expose sensitive personal data and require specific security measures. Examples are certificate management and legal logging each time data is consulted. 

Security compliance

Avoid fall-downs, useless calls and learn from best practices. Use smart techniques such as throttling to not overload the 3rd party service and circuit breaking to help bring the 3rd party service back in business. 

Robust connectors

Add more business oriented functionality to maximally benefit from the eGovernment service. For example, fall-back scenarios when the service is not available.

Mini-processes

Use the connector factory to quickly add connectors or follow evolutions. Including secure development practices and knowing how to deal with (anonimised) personal data during the development cycle.

Connector factory

Quickly get started, test without any hassle and get a view of the status and history of calls. Easily manageable and always up to date.

Easily accessible user interface

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Connectors

Connector software to help you reuse information, improve collaboration with others and to avoid copy-paste. 

Workflow automation, does the shoe fit?

Complexity and volume of the workflow

Document the workflow (simple x low volume)

Automation (simple x high volume)

Expert work (complex x low volume)

Automation* (complex x high volume)

What do you think?

Free up the Time of your Case Managers

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