Ten years ago, in 2006, I gave a presentation at the Online Conference in London about the topic of making knowledge usable and productive. The target group consisted of professional and corporate publishers and information managers. In the presentation I gave an example of the Dutch Social Support Act (WMO) that would become active in 2007. Many municipalities were struggling with the challenges of the new task that were laid upon them by decentralization of authority. This decentralization of authority and responsibility to municipalities has been extended even further in 2015. Many municipalities are struggling again with the uncertainty they face and are looking for the best way to implement the new transition of authority within a reduced budget space. Perhaps this selection of sheets from that 2006 presentation provides some food for thought.

1. WMO challenge - revisited
Thei Geurts
2016

2. Introduction
Dear reader,
Ten years ago, in 2006, I gave a presentation at the Online Conference in London about the topic
of making knowledge usable and productive. The target group consisted of professional and
corporate publishers and information managers.
In the presentation I gave an example of the Dutch Social Support Act (WMO) that would
become active in 2007. Many municipalities were struggling with the challenges of the new task
that were laid upon them by decentralization of authority.
This decentralization of authority and responsibility to municipalities has been extended even
further in 2015. Many municipalities are struggling again with the uncertainty they face and are
looking for the best way to implement the new transition of authority within a reduced budget
space.
Perhaps this selection of sheets from that 2006 presentation provides some food for thought.
Thei Geurts
BTW: The company I worked for then (Be Value) has been taken over by Ordina.

3. Making knowledge usable and
productive
Example: Dutch Social Support Act (WMO)
Online Information London 2006
Thei Geurts

4. ©2006 Be Value BV • pag 4
The challenge
• Create a series of products based upon the same concept and
with the same ‘family name’: XYZ-Totaal
• The application domain will be the domain of complex and
altering regulations of systems, like the pension, tax or health
system
• The solutions should support customer self-service, customer
contact centers and the executing agencies/departments
• The solutions should support several levels based upon
roles/tasks
• Based upon the use of authentic sources with owners
assigned for every concept
• First project will be the creation of WMOTotaal

5. ©2006 Be Value BV • pag 5
First test case: introduction of the WMO
• Social Support Act (WMO) will be introduced in
all municipalities in the Netherlands
• A new introduced scheme for all Dutch citizens
covering care and support in cases of protracted
illness, invalidity or geriatric diseases.
• The WMO will put an end to various rules and
regulations for handicapped people and the
elderly
• Under the Act, policy responsibility for setting up
social support will lie with the municipalities,
which will be accountable to the citizens for the
execution of this responsibility
• Effective: 2007

6. ©2006 Be Value BV • pag 6
The clients’ context
• With the introduction of the WMO local authorities (municipalities)
are facing more financial responsibilities: both in size as in risk
• They have the duty to inform citizens well and must get acquainted
with new domains of policy and execution
• They are struggling with the following questions:
• How to organize local desks, advice and information services
• How to translate the information and inform the public
• How to handle the processes efficiently
• How to bring together the parties involved in the WMO
• How to digital process the claims
• This applies to all 458 municipalities in The Netherlands

7. ©2006 Be Value BV • pag 7
The scope
• WMOTotaal supports the local authorities in knowledge
intensive customer contacts with one integrated online
system for knowledge, processes and tools
• Informing of citizens and employees is based upon the
same content
• The product is focused on information (self)services for
citizens and desk employees and on process support in
the back office
• The product supports the back office processes by
offering a marketplace for the care process

8. ©2006 Be Value BV • pag 8
Communication
Module
Inform
Question and answer
Anonymous
Process support
module
Record
Assess
Legal correct document
Personalized
Personalized
citizen information
Policy information Generic information
Generic product / service
information
Personalized
information
MARKETPLACE
Decision trees Calculation models
The modules

9. ©2006 Be Value BV • pag 9
Question
Answer
Generic information or
Possible indicative
decision/calculation
Information disclosure
based upon a domain model,
from different frames of reference
always access to the right
information
Communication module