The assignment involves analyzing and mapping current working methods, processes, information flows, and how incoming questions and documents are forwarded between the front desk and the Income Client Managers team within a public organization.
What you do
- Analyze and map current working methods, processes, and information flows
- Analyze how incoming questions and documents are forwarded between the front desk and the Income Client Managers team
- Provide an analysis of which tasks the front desk can handle independently and which tasks should go to the Income team
- Establish a clear division of responsibilities within the Income team
- Identify and document problems, ambiguities, and inefficiencies in current work processes and collaboration
- Develop and deliver concrete proposals to improve work processes, work instructions, task demarcation, and agreements on forwarding work
- Test and evaluate relevant digital processes and systems
- Document findings and recommendations regarding digital processes
- Deliver an advisory report focused on implementation, including findings, analyses, and substantiated improvement proposals
- Observe, test, or perform tasks on a sample basis if necessary for analysis and improvement
Result. By the end of the assignment, a complete and substantiated delivery dossier will be available, consisting of:
- A description of the current processes, working methods, and routing between the front desk and the Income team
- An analysis of incoming questions, documents, and division of responsibilities
- An overview of identified bottlenecks and improvement opportunities
- Elaborated work agreements, process improvements, and routing proposals
- Advice for improving collaboration, efficiency, and consistency within service delivery
- Findings from any tests of digital processes and systems
The final product is complete, practically applicable, substantiated, and delivered on time, so that the client can implement the proposed improvements independently.
What they ask
- Demonstrable completed education at a minimum of HBO level (higher professional education)
- Minimum 5 years of demonstrable work experience as an income consultant or a comparable function within a municipal organization
- Demonstrable work experience with implementing improvement plans within the social domain, preferably with processes related to benefits, income questions, and customer contact
- Demonstrable current knowledge of the Participation Act (Participatiewet)
- Minimum 2 years of demonstrable work experience in improving work processes related to the income theme within the social domain of a municipal organization
How to apply
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