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Client case · APG

Insight into APG’s value transfer processes

With process analysis in Celonis and Power BI and new dashboards, APG gained insight into its value transfer processes, plus a blueprint for applying the approach to other processes.

Student Consultant APG

Situation

A pension administrator that steers on data

APG is one of the largest pension administrators in the Netherlands and manages the pension administration for several funds, including ABP. Within the organisation, data plays an increasingly important role in steering and improving processes. The project was intended to help APG become a more data-driven organisation.

Dashboards for monitoring processes already existed, but they were not used often. They provided insufficient insight and there was uncertainty about the accuracy and completeness of the underlying data. As a result, decision-making was not optimally supported and there was a risk of steering on incomplete or incorrect information.

How can APG gain insight into its value transfer processes and translate this into reliable management information for operational and strategic decision-making?

Approach

Process analysis and dashboard development

  1. Analysing process dataFirst, the available process data was analysed to gain insight into the actual process flows, lead times and bottlenecks. Using tools such as Celonis and Power BI, processes were visualised based on event data.
  2. New dashboardsBased on these insights, new dashboards were developed that meet users' needs, with specific attention to KPIs, lead times and high-risk cases, so that managers can adjust course in time.
  3. Blueprint documentedThe method for data-driven process analysis and dashboarding was documented in a blueprint, so that APG can also apply this approach to other processes.

Result

Insight into status and performance

  • DashboardsClear and user-friendly, tailored to the information needs of the pension administration team
  • Improvement opportunitiesProcess bottlenecks made visible and concrete improvement opportunities identified
  • BlueprintA scalable method for analysing and improving other processes in a data-driven way

At a glance

  • DashboardsClear and user-friendly, tailored to the information needs of the pension administration team
  • Improvement opportunitiesProcess bottlenecks made visible and concrete improvement opportunities identified
  • BlueprintA scalable method for analysing and improving other processes in a data-driven way
Client case
APG

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