From fragmented WMO data to an integrated client view

Municipalities dealing with WMO services often face fragmented systems, resulting in a lack of a unified client view and causing consultants to lose valuable time. With the situational layer cake from Pegasystems, existing systems are intelligently connected without the need to replace them. This creates a single workspace with a complete and up-to-date client view, supported by smart workflows and AI. BPM Company helps municipalities successfully implement this approach, improving service delivery to residents.

The impact of fragmented WMO data

Municipalities are under increasing pressure to support residents quickly, effectively, and in a personalized way within the social domain. At the same time, complexity continues to grow. Especially within the WMO, consultants work daily with a fragmented landscape of systems: registration systems for social support, youth care applications, communication via email or apps, document management systems, and often also custom-built solutions.

The result? Information is spread across multiple sources, meaning a complete and up-to-date client view is lacking. This leads to inefficiency, delays, and more importantly, less effective support for residents.

The problem: no integrated view

In de praktijk betekent dit dat consulenten:

• Have to manually retrieve data from multiple systems
• Enter the same information multiple times
• Miss important context when making decisions
• Lose time on administrative tasks

In addition, there are challenges related to privacy, compliance (GDPR) and auditability. Case files are not always complete or consistent, while accuracy is essential within the WMO. Municipalities are therefore looking for ways to gain control over this complexity, without immediately having to replace their entire IT landscape.

The solution: Pega’s Situational Layer Cake

The strength of the Situational Layer Cake from Pegasystems lies in the fact that it does not replace existing systems, but is layered intelligently on top of them.
The concept exists of four layers:

1. System of Record: existing systems remain leading

Existing applications (such as WMO registration systems, BRP and providers’ care systems) remain intact. This avoids costly and high-risk migrations.

2. System of Integration: connecting all sources

Through smart integrations (APIs), data from different systems is made available in real time. The data remains in its original systems but is still made accessible.

3. System of Engagement: one workspace for the consultant

This is where the real value is created. Consultants work from a single environment where all relevant information comes together: the complete client view, ongoing cases and history, tasks and workflows, and communication. This eliminates the need to switch between systems and significantly increases productivity.

4. System of Intelligence: smart support

With the help of AI and decision rules, consultants are supported in their work through risk signalling, recommendations for appropriate interventions and case prioritization. This leads to better and more consistent decision-making.

What does this mean in practice for municipalities?

This approach results in a situation where:

• Consultants have immediate access to a complete and up-to-date client view
• Administrative burden is significantly reduced
• Lead times are reduced
• Residents are helped more quickly and effectively

Importantly, this is achieved without a “big bang” IT replacement. Existing systems remain in place but become part of an integrated whole.

The role of BPM Company

Implementing such an approach requires more than just technology. It calls for a partner that understands both the business challenges within municipalities and how to fully leverage technological capabilities. This is where BPM Company plays a crucial role. As a leading partner of Pegasystems in the Netherlands, BPM Company has extensive experience in digitizing and automating complex processes within regulated environments. The organization combines deep knowledge of the Pega platform with a strong focus on business outcomes.

In concrete terms, BPM Company can support manicipalities with:

• Mapping current processes and identifying bottlenecks within the social domain.
• Designing a future-proof operating model based on Pegasystems.
• Realizing an integrated client view through the situational layer cake.
• Implementing workflows and decision logic aligned with municipal processes.
• Ensuring compliance and governance.

In addition, BPM Company helps organizations modernize step by step, without major risks or disruptions.

From fragmented to control

The challenges within the WMO are significant, but not insurmountable. By intelligently connecting existing systems and putting consultants at the center, municipalities can take an important step toward improving service delivery. The situational layer cake offers a proven and pragmatic approach: no replacement, but orchestration. No added complexity, but clarity. And ultimately, it’s about what truly matters: helping residents faster, better, and in a more personal way.

Would you like more information about the situational layer cake of Pegasystems and how we support municipalities with their WMO-related challenges? Feel free to contact us—we would be happy to discuss this further.