The National Ombudsman
is an independent and impartial body that handles complaints about almost all government bodies. The institute National Ombudsman has existed since 1982 and is a High Institution of State.
For the coming years, the National Ombudsman has set itself important strategic goals for which several success factors have been identified. Important in the context of this project were, among others, the success factors: "Base and work processes in order, integral staff with ownership and an agile organisation".
The aim of this assignment was to improve HR services within the National Ombudsman, by supporting the creation of awareness and support regarding the recording, updating and optimisation of HR work processes. This by advising, facilitating and driving the HR organisation in this regard. The project started in September 2019 and will be completed in February 2020.
The approach chosen was based on pragmatic project management. First, the problem and solution directions were clearly described (initiation and research phase) and, based on this, a project plan was drawn up (definition phase).
The approach chosen was based on pragmatic project management. First, the problem and solution directions were clearly described (initiation and research phase) and a project plan was drawn up on this basis (definition phase). Then, based on a milestone planning, the results were realised (realisation phase) after which, finally, they were transferred to the organisation (completion phase).
During this project, Dorien Sanders (Head of Administration Office) was the client from the National Ombudsman which meant that she had a vision on the objective and solution and gave discharge on (intermediate) deliverables. The project team consisted of HR advisors and supporters who delivered deliverables and documentation on schedule and, if necessary, escalated issues to the project leader. From Improven, the role of project leader and tactical advisor was filled by Willem-Jan Vos. He advised, facilitated and drove the project on a daily basis. Finally, André van Hofwegen from Improven, fulfilled the role of strategic advisor. He ensured quality control and the organisation and facilitation of workshops.
At the start of the project, several exploratory interviews and workshops took place. Afterwards, several interventions in relation to HR services and HR work processes were identified, leading to the following project outcomes, among others:
- Clear HR frameworks: clarity on what HR stands for, is responsible for and does;
- Unlocking achievements, better planning and organising
- Insight into attrition and improving the predictability and transparency of HR work processes;
- Optimisation of consultation structure;
- Unification, standardisation and automation of HR work.