KidsLife & LoQutus: A real-life case study of digital enablement

1. Supported by:
Connected Brains 2019
KidsLife & LoQutus:
A real-life case study of digital enablement

2. Social Security services > Child Benefit services
Kidslife introduction

3. Change from B2B to B2C
Merger > political context
No real project/program organization
Changing legislation
Running business, big bang on 01/01/19
CGPA (VLA) still under construction
Very short timeframe
Limited internal IT resources

4. Supported by:

8. Through digital leadership, companies reinvent
themselves and pivot towards new business
models and revenue streams

9. Through digital leadership, companies have to reinvent
themselves and pivot towards new business models and
revenue streams in order to stay relevant

10. Digital for operational excellence
MixedTraditional & Digital channels

11. Digital?
A digital leader
treats IT as
strategic
partner
A digital leader
engages with
customers
A digital leader
builds
ecosystems
with partners
A digital leader
creates
productive
workplaces
A digital leader
makes sure
everyone and
everything is
connected.
A digital leader
transforms
data into
valuable insights
IT as strategic partner
•Enterprise architecture
•Solution architecture
Customer engagement
•Portal & website
•Marketing automation
•Document generation
•Doccle
Partner ecosystems Productive workplace
•Unified communication
•Productivity suite
•Intranet
•Multi-capture solution
Connected
•Solution & integration
architecture
•One network
•Data migration
Analytics & insights
•CRM

12. Major challenges & mitigation actions
Challenges
• Change from B2B to B2C
• Merger > political context
• No real project/program organisation
• Changing legislation
• Running business, big bang on 01/01/19
• CGPA (VLA) still under construction
• Very short timeframe
• Limited internal IT resources
Mitigation actions
• Customer journey exercise (Möbius)
• Introduce enterprise architecture
• Business-IT alignment
• Bimodal IT architecture
• Reuse-before-buy-before-build strategy
• Direct report to CEO and direction team
• Setup PMO & productivity suite
• Initiate CRM program (marketing)
• Define short-term & mid-term roadmap
• Iterative/agile project methodology
• Partner selection & governance

13. Capability map & application landscape
B2C Marketing =
new capability
domain
EA & PMO
Migration from
legacy systems
Shared services

14. Roadmap
2018 2019
JAN FEB MAR APR MAY JUN JUL AUG SEP OKT NOV DEC JAN FEB MAR APR MAY JUN
Strategy
Setup EA & PMO
Short-term IT roadmap
Customer journey exercise
Mid-term IT roadmap
Solution architecture Continuous
Marketing
Define & start marketing organisation (B2C)
Customer engagement Portal & Website V1 V2 vNext
CRM introduction V1
Doccle integration V1
IT
Inventarisatie activa
One infrastructure - backend V1 V2
One infrastructure - client (Citrix) V1 V2
One communication - MS Office 365
One infrastructure - telephony (Cloud PBX)
One network (Proximus Explore) V1 V2 V3
Productivity suite
Intranet
Build out support organisation
Build out CI organisation
Facilities
Multi-capture solution - Liantis pilot
Multi-capture solution V1 V2
Document generation engine V1 V2
Bulk printing
Fileshare archive workaround
Migration
Liantis migration
Group S migration
HHG migration (datacenter move)
GPA integration & migration prep
Regional transformation (Certia)

15. 4 digital enablement initiatives
1. Paper to the edge
2. Unified workplace & communication
3. New customer engagement channel
4. Customer insights

16. 1. Paper to the edge
Major Project(s)
• Multi-capture solution
• Paper scanning
• Digital capture (Outlook plugin)
• Digital capture (File explorer
plugin)
• Document generation engine
• Bulk printing (external)
Key challenges
• Complex architecture : single-
instance shared services vs multi-
instance core system
• Core change in the business
processes/organization
• Evolution from post-scanning to
pre-scanning
• Evolution from distributed
scanning to central scanning
• Operational continuity
• Integration of the different
archives (paper & digital)
Target results
• Internal operational efficiency
(paperless flow)
• Enable gradual evolution towards
digital channels (Kidslife Portal,
Doccle, …)

17. 2. Unified workplace & communication
Major Project(s)
• One network
• One infrastructure
• One workplace
• New Intranet
• HHG Migration (>01/01/19)
Key challenges
• People impact
(new location, new tools, …)
• Limited IT resources for new
technology setup (Citrix)
• No SLA on hosting
• Political context, limited thrust
• Limited timeframe
• Evolution towards new ways of
working
• Change ADMB to Liantis in same
timeframe
Target results
• Frictionless collaboration as
Kidslife employees (mail,
telephony, …)
• Knowledge management > at any
time the right information for the
right people

18. 3. Customer engagement portal

19. Customer Engagement Portal
UX design
• Workshops,
workshops,
workshops …
Information
architecture
• Encompassing
both portal &
website
• Navigation !
Screen design
• Screen mockups
(focus on info &
structure)
• Screen design
workflow
Visual design
(by Intracto)
• Visual mockup of
the website
• Style guide
Analysis &
Detail design
• Use case analysis
• Business rules
• Database design
• Integration
architecture (a.o.
CSAM, Mailing
provider, SMS, …)
Development
• Continuous
integration using
Azure DevOps
(portal)
• CMS setup for
website (self-
service)
• Extensive testing
(IT & business)
Go-Live
• Communication
• Service
management &
Continuous
improvement

20. Portal roadmapPortalV1
Focus on
onboarding cycle
(Federal)
simulation engine
Common
document upload
functionalities
Mailing system
integration PortalV2
Access to
personal case
CSAM
integration
(eID, Itsme)
Certia Child
Benefit API
Additional self-
service flows
PortalvNext
Doccle
integration
Others :
Top secret 
06/18 - 09/18 10/18 – 05/19 06/19 – ?
Bi-Modal IT, supported by APIs

21. 4. Customer insights
Project : CRM
introduction
• Create a 360°
view on the
customer
• Steer marketing
campaigns
Major challenges
• Customer master
data flows
(government)
• A lot of channels !
• Specificities of
Child benefit
“sales” process
• Limited B2C
marketing
experience
Website Portal Doccle
Postal
documents
Email Telephone
Video
conferencing
SMS
Whatsapp Chat(bot) Physical offices
Social media
(Twitter, LinkedIn,
Facebook,
Instagram, …)
Video advertising
(e.g.Youtube,
Netflix, …)
Events
Broadcast
media
…

22. CRM introduction roadmapCRMV1
Custom CRM
database to
support basic
requirements
Build knowledge
in the B2C
marketing
processes
Fit-gap customer
master data flows
CRMV2
CRM Tool
selection &
implementation
Top channel
integrations
Automate
marketing
campaigns
CRMvNext
Continuous
improvement to
support new
marketing
campaign
requirements,
channels &
partnerships
2019 2020 – 2021 2021 – …

23. Through digital leadership, companies have to reinvent
themselves and pivot towards new business models and
revenue streams in order to stay relevant

24. Takeaways
• Digital has many flavors and may bring benefit
to any company > vision
• Introduce a pragmatic EA method
(facilitate decisions, prioritize, …)
• When introducting new capabilities, first focus on
process/people then tools (pre-scanning, B2C marketing)
• Agile/iterative works …
• A strong team is key !
• Digitalisation is a continuous process, not a 1-shot effort

25. VincentVerstraete
Education
Engineer’s degree, Civil Engineer
in Computer science
Professional experience
IBBT/iMinds : 2004-2007
LoQutus : 2007 – current
Certification
Fundamentals of Enterprise
architecture
Archimate 2.0
IBM Certified SOA Associate
Enterprise architect & CTO
Experienced solution and enterprise architect with a very keen interest in digital technologies, and how
these technologies can be used to optimize and disrupt business models and ecosystems :
• Cloud/hybrid integration, microservices and API Management
• Mobile technologies & Social media integration
• Analytics and Big data
• Internet-of-Things
• Blockchain and digital ledger technology
vincent.verstraete@loqutus.com
https://www.linkedin.com/in/vvstraet/