Department of Culture, Youth and Media automates more than 100 subsidy types

The Department of Culture, Youth and Media acts as a hub between society and policy, promoting the development of cultural and social spaces with a long-term perspective. The department is responsible for the preparation, implementation, and evaluation of Flemish policy regarding culture, youth, and media.

Within the department, Case Management is used for the administrative processing of subsidies, recognitions, and permits. 'The implementation of a uniform solution for the execution of our core activities has led to a more efficient internal operation,' explains Gert Willems, Head of the IT Team of the Department. 'Previously, there was a fragmented software landscape. Within the departments, each team had its own small Microsoft Access application. As a result, the case handlers had to submit the same data multiple times into the customer registry (CIB) linked to the enriched business crossroad bank (VKBO), into the financial software Orafin, into the document management system, and so on. 
 
Willems continues: 'With the case tracking system provided by Nimbl, there is one platform from which you can supply all systems with the necessary data. In addition, it is also possible to extract that data again and to report on the cases.'

By using a single solution for case management, the internal operations within the teams have significantly improved. 'Because our case handlers have to perform fewer actions, we process more cases in less time. Human errors are also avoided. Meanwhile, the application already contains around 32,500 cases; mainly concerning operating grants, project subsidies, recognitions, and permits.' clarifies Willems.

'In contrast to custom software, the configuration of the Nimbl software was carried out by our own employees. This did mean extra work had to be done by the case handlers themselves. We had already conducted a process analysis, but we somewhat underestimated the translation from process description to content.
 
'Worth mentioning is the built-in flexibility to easily accommodate new developments such as a new decree,' Willems explains. In complex issues, we can always rely on the software supplier Nimbl'

The solution for case management is for the benefit of the Department. Willems: 'By implementing a generic solution, we have been able to create as broad a support base as possible for the project. Everyone involved in case follow-up within the Department can benefit from the initial efforts. Today, the number of users within the Department and the agencies has grown to 400. Of course, a degree of customisation is always needed, but if you take a standardised solution as a starting point, you can invest a bit more time in the necessary custom work.' 

Willems: 'With Nimbl (an Anchr solution), there is intensive collaboration to provide the necessary adjustments and functional expansions. For example, last year we linked Case Management with the central access and user management of the Flemish government. On average, there is a meeting with one of the Nimbl consultants who are familiar with the project every two weeks. Looking to the future, the plan is on the table to integrate the back office with the digital drawing folder, another building block of the Flemish government. This step will make it possible to digitize the entire chain all the way to the Minister; the Minister will therefore be able to sign decisions digitally.'