Case Study: Belastingdienst streamlines social welfare benefits with Capgemini

Belastingdienst - Customer Case Study

The Belastingdienst, the Dutch Tax and Customs Administration, faced a significant challenge when it was tasked with consolidating the nation's social welfare benefits. Its legacy systems for processing payments were inadequate, leading to slow processing times and requiring citizens to provide the same information to multiple departments. To address this, they engaged Capgemini to deliver a new, intelligent benefits-processing system.

Capgemini implemented a customer-centric solution built on a Microsoft .Net platform, featuring a self-service portal integrated with government databases. This event-driven system automatically updates benefits based on citizens' life changes, greatly improving efficiency. The results for the Belastingdienst included over one million portal visits in the first two months, a major reduction in paper-based transactions, and the provision of a rapid, 24/7 service for citizens with no major incidents upon going live.

Belastingdienst

Willy Rovers

General Director of Customs