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.

1. © ProcessIt 2020

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The Flemish government
Government of
Flanders
Flemish
administration
> 50
entities
Flemish
Parliament

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Public <> private sector
Mission Vision
Goals Strategy
Expectations
stakeholders Targets
Saving
Entity
Flemish
administration

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Public <> private sector
No competitors, but a new government every 5 years:
Additional
goals
Changing
goals
Mergers
New
structures
Entity
Flemish
administration

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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)

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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

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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

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Evolution of AgO

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Strategic objectives of AgO
Increased
quality of
service
delivery
Customer
focus
Gain of
efficiency
Employee
focus

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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”

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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

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Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management

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Process mindset
What is a process?
Function vs. process
thinking
What is an end-to-end
process?
Customer focus

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Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management

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Process governance
Process organisation
Reporting & Decision structure
 Assignment of process owners
 Validation of processes
Process <> Functional organisation

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Process organisation
Process
coordinator &
process expert
Process board
(management
team)
Network of
process owners
C-role
“operational
excellence”
Support
CollaborationValidation

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Process improvement

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Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management

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Process architecture
1. Defining the different levels of process
architecture
2. Defining the modelling notation & modelling
conventions
3. One place for all processes

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Process architecture

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One place for all processes
One place for all processes

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Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management

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Training & coaching
 Define different target groups
 Define training needs for each target group
 Coaching on request
 Be responsive
 Encourage & empower

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Dimensions of the project
Process mindset
Process
governance
Process
architecture
Training &
coaching
Change
management

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Change management

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2018
2020
BPM Maturity AgO
Level 1
Initial
Level 2
Repeatable
Level 3
Defined
Level 4
Managed
Level 5
Innovating

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Biggest challenges
Changing the mindset: E2E thinking
Process vs. operational work
Involving the middle management level

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Do not forget to...
 ...define the state you want to
reach.
 ...go step by step & set the right
pace
 ...communicate, train, support …and listen

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