A case management system that fits the way your organisation handles cases, with ZGW API integration, integrations with BRP, BAG and MijnOverheid, and a citizen portal that makes the full file transparent. For municipalities, implementing bodies and private organisations working with file and case management.
A case management system registers, routes and archives every case your organisation handles, from a permit application to a Wmo report, from an insurance claim to a complaint file. It is the central backbone where intake, handling, decision-making and archiving come together, linked to documents, statuses and stakeholders. Unlike a general document management system or a CRM, a case management system explicitly models the course of a case: which status may follow which, who may take a decision, which documents must be recorded at which stage, and which deadline applies to completion.
In the public sector, the case management system is at the heart of Common Ground: the architecture in which data and processes are consulted at the source via open standards. We build custom software for municipalities and related organisations, with the ZGW API as the starting point. In the private sector, we build comparable case management environments for insurers, banks, HR organisations and notaries; there without ZGW, but with the same attention to audit trails, status control and integrations.
Target groups we know well: municipalities and provinces (obliged to connect to Common Ground and ZGW), water boards and safety regions, implementing bodies such as UWV, RDW, SVB and RVO, independent administrative bodies, and on the private side insurers with claim cases, banks with complaint files, HR organisations with integrity reports, and notaries or law firms with case administration. However different the domains, the building blocks overlap strongly: case registration, status control, document binding, role-based authorisation, audit log and a portal for stakeholders.
For broad municipal processes, a standard package such as Centric Suite4, Pink Roccade DJOIN, Decos JOIN or eSuite is usually the right choice. We give that advice honestly. Custom software comes into play when the standard package does not move with your specific workflow.
For processes where the standard package becomes too generic: permit issuing with deep BAG integration, youth care files with multidisciplinary consultation, Wmo allocations with budget monitoring, or grant awarding with automated assessment criteria. A custom case management system that respects the Common Ground standards but follows your handling flow exactly.
A case management system at the back end, combined with a portal where citizens can log in via DigiD or businesses via eHerkenning to track the status of their cases, upload documents and submit applications. Fully branded in your corporate identity, WCAG 2.1 AA accessible, and integrated with MijnOverheid for messaging.
Case management for insurers (claims, assessments), banks (complaints and compliance cases), HR organisations (absence, integrity reports) and notary and legal practices. Multi-site, with deep integrations into policy administration systems and core systems, or document workflow automation for the document flows around them.
A production-ready case management system, plus all the technical and organisational support needed to manage it yourself or have your own IT supplier manage it.
Four signals we often see in organisations that ultimately choose custom development, either alongside or instead of a standard package.
Your case types (youth care, permits on complex BAG objects, grants with multiple assessment points) call for workflows that, in eSuite or Suite4, only run with a great deal of custom integration work.
The integrations you need go beyond the standard adapters: real-time BRP queries, Kadaster historical mutations, or your own federated data ecosystem with other government bodies.
Several municipalities, a safety region or a collaborative partnership working in one environment on shared files, with separate role management boundaries and separate retention periods per party.
You want incoming cases to be classified automatically, routed to the right team, or predicted to be at risk of breaching an SLA. These are capabilities that standard packages offer only in a basic form.
You want applicants to track their case status themselves, upload documents, and receive a notification via MijnOverheid when something changes, all in your own house style and to WCAG 2.1 AA level, rather than a generic portal look from a vendor.
You must comply with the Open Government Act (Wet open overheid) for proactive publication and with the Archives Act (Archiefwet) for retention periods per case type. Standard packages cover this, but often not at the level of granularity your selection list requires.
With OneDayBuild, we turn your idea into something tangible in one day for €1,150, so you can see whether further development is worth the investment. Decide to go ahead with the full build? Then we credit the full cost.
Explore OneDayBuild →A conversation in which we map out the case types, the stakeholders and your existing IT environment. For government clients: which ZGW components are already running, and which interfaces with DSO, NLX or the Berichtenbox are in place.
A workshop with policy staff and caseworkers, interviews with the citizens or businesses who use the portal side and, if there is a tender, support in drafting the requirements specification. At the end: a concrete scope, a reference architecture and a first screen flow.
We build in sprints, delivering a working build every two weeks. You test along the way, as do your key users, and the ZGW API integrations are tackled from sprint one, so there is no big bang at the end. A first case type can go live within a handful of sprints.
In the final sprint block we carry out the Baseline Information Security assessment (BIO), a DPIA with your data protection officer, and an external penetration test. Findings are resolved before go-live.
A phased rollout per case type or per part of the organisation, training sessions for caseworkers and administrators, and then ongoing management with security patches, ZGW version upgrades and further development.
Which modules you need depends on your case types and stakeholders. For government clients the ZGW components are mandatory; for private organisations we assemble the building blocks more freely. In both cases we work API-first, so that smart API integrations with existing systems remain straightforward.
Every case receives a unique ID, a case type, an applicant and an initial status. Intake via form, email, telephone or an API call, always with the same structured registration. This is the top query intent where we currently perform well.
We model the flow of a case (intake, in progress, decided, closed, archived) per case type, with SLAs, escalations and automatic routing to the right caseworker.
Documents are linked to the case, with version control and metadata. Integrating with an existing document management system or building your own DMS layer are both possible.
Every status change, document access and authorisation change is logged. This is a requirement under BIO, GDPR and the Wpg, and in practice it is indispensable for Wob requests and internal audits. Note: WOO (Wet open overheid) is the Dutch transparency act; keeping the acronym as is.
A citizen portal with DigiD, a business portal with eHerkenning, and collaboration portals for chain partners, all as separate layers on top of the same case registration source.
The Basic Registers: BRP for persons, BAG for addresses and buildings, Kadaster for real estate, KvK for businesses, and the MijnOverheid Berichtenbox for formal communication.
What clients usually want to know before we start.
A no-obligation introductory call of half an hour. We listen to your case workflow, ask questions about the tender or business case, and give direction where it is useful to you. Even if the outcome is that a standard package is the better choice, we will say so honestly.
Would you like to look at this issue from the custom software side? On applatenmaken.com you'll find a write-up of Custom software by sector.
If you want to automatically send documents from your case management system to iBabs, take a look at our page on iBabs integration.
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