3 Fables About Process Management Debunked by the Utrecht Environmental Services

Results

From regional service to streamlined organization

The Utrecht Environmental Service is an organization that supports 15 municipalities and other government bodies in the Midden-Nederland region with the execution of environmental and spatial tasks. Their mission: a safe, sustainable, and healthy physical living environment in their municipalities. For this interview, we spoke with Kaj Louwaars and Liset Brits, both working as information management consultants. In 2022, the organization started using Sensus BPM Online, with the goal of creating a single source of truth. “The bigger you get, the more important uniform processes become,” Kaj explains. Kaj and Liset fully recognize the added value of process management but often notice that misconceptions about this subject are circulating. In this article, you will read about common myths surrounding process management and the actual facts.

Fable 1: Process management is not needed when everything is going well in an organization

Process management is crucial for continuous improvement within an organization. “If you think there are no problems, you probably have the biggest problem, because that means you're blind to what's going wrong,” says Kaj. Mapping processes with Sensus BPM Online helps to make points for improvement visible. To be able to improve, time must be freed up within the organization. This is also the case at the ODRU where a department has a great need for process management, but simply doesn't get around to it due to a lack of time. Kaj and Liset are positive about the progress with process management. “There's a catch-up,” Liset explains. The ODRU currently uses a phased approach. By creating phases and paying increasing attention to KPIs, it is clear what the status is regarding process management and whether the approach is truly effective. In Sensus BPM Online, processes can be made measurable by recording KPIs in data template fields.

Fable 2: Through process management, an employee loses the freedom to do their work

Sometimes, the misconception exists that describing processes means employees must strictly adhere to detailed rules, but this is not the case. “There is complete freedom in content to do your work, but with certain steps,” says Kaj. “For example, with tenders, there are different steps that *must* be taken, but there remains sufficient room for a colleague to complete their work according to their own judgment.” The implementation of process management in an organization does not always go smoothly. Nevertheless, Kaj and Liset emphasize the importance of using Sensus BPM Online to create a single source of truth. “That's why we lower the barrier to write down how colleagues do their work,” Kaj explains. “To promote the implementation of process management, it must be clear who is responsible for what. It is important that processes have an owner.” He explains that implementing process management with Sensus BPM Online is a cultural change. Therefore, it is crucial to realize that it is a slow process. Step by step, the organization moves forward with the implementation.

Fable 3: Process-oriented is not people-oriented

An important factor in bringing processes to life within an organization is their accessibility and user-friendliness for all employees. When processes are easy to understand, employee engagement increases significantly. Kaj emphasizes the importance of good design here: “Sensus BPM Online looks very attractive, which helps to engage the average user.” A visually appealing and well-structured environment makes it easier for employees to actively participate in process management. Furthermore, the user-friendliness of Sensus BPM Online builds more confidence. This aligns with what Liset emphasizes: “Process-oriented is people-oriented.” It's not just about efficiency, but about creating a work environment where people are central, with clear roles, tasks, and responsibilities.

Future

Within the Utrecht Environmental Agency, more and more colleagues are being informed about process management and Sensus BPM Online through information sessions given by Sensus process management. Kaj and Liset are noticing an increasing interest within the organization, for example, because colleagues are approaching them to discuss what the introduction of the Environmental Act means for their processes. “That is the most important thing. That they do it for themselves, because then Sensus BPM Online can truly help them in carrying out their work,” says Liset. The goal is to further roll out Sensus BPM Online within the organization.

We want to thank Kaj and Liset again for this interview. They are enthusiastic about process management and are only too happy to inspire their colleagues. We look forward to seeing how process management will develop at the Omgevingsdienst Utrecht in the coming period.

Curious whether this way of working

is right for your organization?

See how processes become part of everyday work

Want to see how Sensus BPM Online makes process management part of the way people actually work? Try it for yourself and see whether it fits your organization.

Try Sensus BPM Online

Try it free for 30 days, with no commitment. You can get started right away.