Background

UWV Objections & Appeals handles objections to—and any subsequent appeals against—UWV decisions. In 2021, Objections & Appeals and TIAS launched an in-company Operational Excellence track, based on an existing TIAS program but fully tailored to the UWV context. The goal: accelerate service delivery and make work easier to organize.

Need

UWV sought shorter wait times for clients while lowering—and better distributing—workload across teams. That calls for a renewed workflow that works not only on paper but in practice, with clear agreements on workload allocation and progress monitoring.

Brief

Design and facilitate, together with TIAS, a bespoke Operational Excellence track through which Objections & Appeals can pilot, test, and refine a renewed workflow—with explicit attention to lead time, workload, and job satisfaction.

Approach

TIAS and UWV opted for co-creation: a journey grounded in TIAS’s Operational Excellence expertise, customized to UWV’s day-to-day reality. Across three pilots, the renewed process was implemented on the line, evaluated, and adjusted where needed—with built-in reflection moments during execution (“Are we still on course? What needs extra attention?”).

In short:

proven TIAS Operational Excellence program → 100% tailored for UWV;
three pilots to test, learn, and embed in practice.

Results

The pilots showed that the turnaround time for handling objections was cut in half. At the same time, workload decreased and job satisfaction increased—clear evidence that the renewed workflow works for both clients and teams.

Interested in what this could look like for your organization?

Contact Joyce van Helfteren for an exploratory conversation: j.vanhelfteren@tias.edu or +31134663951. We’re happy to help.