The Digital Energy Allowance Assistant

For the SED organization, we have recently put a Digital Energy Allowance Assistant into production that supports employees in processing energy allowance requests. This involves dozens of requests per day.

The ambition of the SED organization is to deploy more digital assistants to improve service delivery on one hand and to alleviate the administrative workload for employees on the other. Dietwin Bruin, project manager at the Strategy and Innovation department, says about this: “It is nice that people can concentrate on more complex and challenging work and leave the administrative tasks to digital assistants. This also makes work more enjoyable for people. At the same time, the SED organization can handle large numbers of requests quickly and reliably. This improves our service delivery to residents and businesses.”

After completing two successful pilots within the fields of Taxes and Social Affairs, the management has initiated a company-wide implementation of RPA. The SED organization has set up an ambitious program and aims to deliver 1 digital assistant per month in the coming period.

Lindy Waldeck, RPA Product Owner and responsible for the execution of the program, sees robotics as a welcome addition to processing capacity during times of labour shortages and outflow due to aging.

“With a team of internal employees who are trained and coached by MvR Digital Workforce, the SED organization can become fully independent within 1 to 2 years and develop into its own expertise center for RPA. With all the new tasks that municipalities are facing, we can then set up new processes much faster. The feedback from employees working with the digital assistant is positive. Through an agile working method, they are involved in the creation and management of the digital assistant. It is also nice to see that they are thinking along about further optimizing work processes and tasks that a digital assistant can perform.”