At the Finance & Accounting department of a municipality, hundreds of financial seizures are processed every month. This process requires many steps and is still processed by human hand. On a daily basis, employees have to go through large Excel files to check data regarding names and addresses. Then the financial seizures are assessed; whether they are processed properly and which follow-up tasks and standard procedures are necessary.
The process is based on many repetitive and rule-based tasks which can be easily automated. It also requires a lot of process knowledge. As a result, relevant information and knowledge about the way-of-working is scattered across the department. Additionally, employees provide different answers to similar follow-up questions from clients.