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BA and Beyond 20 - Friederike Schröder-Pander - The rocky path to a process oriented organisation at the Flemish government

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Since the decision of the Flemish government in 2015 to establish a shared HR service center for all Flemish departments and agencies, this HR agency (“AgO”) is growing every year, welcoming new HR staff every time.

To tackle the challenges that accompany this huge transformation, such as the integration of new staff in the organisation and the alignment and standardisation of processes while keeping all operations running, AgO decided to become a process oriented organisation, focussing on the power of processes.

This presentation shows the road that AgO has travelled so far and gives a view on the next steps.

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BA and Beyond 20 - Friederike Schröder-Pander - The rocky path to a process oriented organisation at the Flemish government

  1. 1. © ProcessIt 2020
  2. 2. © ProcessIt 2020 The Flemish government Government of Flanders Flemish administration > 50 entities Flemish Parliament
  3. 3. © ProcessIt 2020 Public <> private sector Mission Vision Goals Strategy Expectations stakeholders Targets Saving Entity Flemish administration
  4. 4. © ProcessIt 2020 Public <> private sector No competitors, but a new government every 5 years: Additional goals Changing goals Mergers New structures Entity Flemish administration
  5. 5. © ProcessIt 2020 2015: Goals of the new government Increase quality of service delivery Establishing shared service centres Increase customer focus Realise gain in efficiency Economy of scale Based on benchmarking  Birth of the new HR agency: Agentschap overheidspersoneel (AgO)
  6. 6. © ProcessIt 2020 Birth of the new HR agency “AgO” AgO Entity 1 Entity n HR Entity 4 Entity 3 Entity 2 Entity 5 Entity 6 AgO HR admin HR HR HR HR HR HR HR admin HR admin HR admin HR adminHR admin HR admin
  7. 7. © ProcessIt 2020 Challenges for AgO In average, only 80% of employees were transferred Keeping business running! Different cultures Different ways of working Transfer of employees mandatory Fast-growing organisation
  8. 8. © ProcessIt 2020 Evolution of AgO
  9. 9. © ProcessIt 2020 Strategic objectives of AgO Increased quality of service delivery Customer focus Gain of efficiency Employee focus
  10. 10. © ProcessIt 2020 Program “Optimisation service delivery” Organisation-wide program Impact on the whole organisation Various optimisation projects Mid-2018, low customer satisfaction: Project “AgO becomes a process-oriented organisation”
  11. 11. © ProcessIt 2020 Objectives of the project “AgO becomes a process-oriented organisation”  Standardisation  Process improvement  Customer focus  Transparency  Cross-functional collaboration ( E2E processes) In line with strategy of AgO: operational excellence
  12. 12. © ProcessIt 2020 Dimensions of the project Process mindset Process governance Process architecture Training & coaching Change management
  13. 13. © ProcessIt 2020 Process mindset What is a process? Function vs. process thinking What is an end-to-end process? Customer focus
  14. 14. © ProcessIt 2020 Dimensions of the project Process mindset Process governance Process architecture Training & coaching Change management
  15. 15. © ProcessIt 2020 Process governance Process organisation Reporting & Decision structure  Assignment of process owners  Validation of processes Process <> Functional organisation
  16. 16. © ProcessIt 2020 Process organisation Process coordinator & process expert Process board (management team) Network of process owners C-role “operational excellence” Support CollaborationValidation
  17. 17. © ProcessIt 2020 Process improvement
  18. 18. © ProcessIt 2020 Dimensions of the project Process mindset Process governance Process architecture Training & coaching Change management
  19. 19. © ProcessIt 2020 Process architecture 1. Defining the different levels of process architecture 2. Defining the modelling notation & modelling conventions 3. One place for all processes
  20. 20. © ProcessIt 2020 Process architecture
  21. 21. © ProcessIt 2020 One place for all processes One place for all processes
  22. 22. © ProcessIt 2020 Dimensions of the project Process mindset Process governance Process architecture Training & coaching Change management
  23. 23. © ProcessIt 2020 Training & coaching  Define different target groups  Define training needs for each target group  Coaching on request  Be responsive  Encourage & empower
  24. 24. © ProcessIt 2020 Dimensions of the project Process mindset Process governance Process architecture Training & coaching Change management
  25. 25. © ProcessIt 2020 Change management
  26. 26. © ProcessIt 2020 26 26 2018 2020 BPM Maturity AgO Level 1 Initial Level 2 Repeatable Level 3 Defined Level 4 Managed Level 5 Innovating
  27. 27. © ProcessIt 2020 Biggest challenges Changing the mindset: E2E thinking Process vs. operational work Involving the middle management level
  28. 28. © ProcessIt 2020 Do not forget to...  ...define the state you want to reach.  ...go step by step & set the right pace  ...communicate, train, support …and listen
  29. 29. © ProcessIt 2020 29

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