Case study

DICTU: Bringing automation and standardization to government services

  • Lack of automation and standardization in applications hindered agility and regulation compliance
  • Created shared government platform for service delivery
  • Reduced lead time and development time for new government applications

"We have an automated platform, which is resilient. We are using Pega tools to automate our continuous integration, continuous deployment and testing. We will grow using what we harvest from our current implementations to go even further, to go even faster."

Wim van der Lingen Lead Business Consultant RijksZaak, DICTU, Ministry of Economic Affairs and Climate, The Netherlands

The Business Issue

DICTU is one of five major IT shared services centers serving the Dutch government. Although it is housed under the Ministry of Economic Affairs, the group provides specific services to the entire government. DICTU manages more than 1500 different software applications for its customers that range from email clients to the national identity database.

This large number of applications, many of which are unique and cannot be repurposed, has presented many challenges for DICTU including maintenance burdens and long time to market for new applications. In addition, individual agencies were also the owners of each product that their grouped used had the decision-making power about when it was changed or updated.

This lack of automation and standardization led to an additional problem unique to government; it was difficult to be agile and adapt to changing laws and regulations. This was unsustainable in an environment where citizens expect great digital service delivery from all providers, including the government.

The Solution

To take the burden of product ownership off of individual agencies, DICTU created RijksZaak, a shared government platform for service delivery. RijksZaak utilizes Pega for case management and business rules management for processes related to constituents and government employees.

The RijksZaak platform contains applications for business processes that can be repurposed for multiple use cases, giving the team a head start when designing a new application. DICTU employs an agile approach when developing a new application with RijksZaak, delivering a usable product within three to six months.

The Results

With RijksZaak, DICTU has developed a scalable platform that still supports the needs of individual customers. The platform has produced the following results:

  • Lead time needed for new application development reduced from weeks to hours.
  • Application development time reduced from quarters or years to months.
  • Improved service delivery for constituents.

Related Resources

  • Learn how governments around the world are driving digital transformation.

  • Learn how the NSW transport system streamlined incident management.

  • Find solutions for the new era of government services.

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Tags

  • Industry: Government
  • Product Area: Platform
  • Challenge: Business Agility
  • Challenge: Legacy System Innovation
  • Challenge: Workforce Optimization
  • Topic: Pega Platform