University of Twente Student Theses
The I&T operating model transformation to service excellence of the Justitiële Informatiedienst
Braks, J.G.J. (2025) The I&T operating model transformation to service excellence of the Justitiële Informatiedienst.
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| Abstract: | This study examines the transformation of the Information and Technology (I\&T) operating model at the Justitiële Informatiedienst towards service excellence. It evaluates both the current and target states of the operating model, which then serve as a foundation for assessing the complexity of the transformation. The research develops assessment methods grounded in existing literature and I\&T operating model documentation. These methods utilise internal documents, semi-structured interviews, and surveys to gather qualitative insights into the organisation’s current and desired operating models. The magnitude of the transformation is subsequently evaluated using a framework for assessing transformation complexity, mapping the elements of change against the components of the I\&T operating model. The transformation analysis highlights a shift from a process-optimising to a service-optimising pattern, indicating a highly complex transformation. These findings provide the organisation with a comprehensive understanding of the transformation towards service excellence, enabling the development of a structured transformation and change management plan. |
| Item Type: | Essay (Master) |
| Faculty: | EEMCS: Electrical Engineering, Mathematics and Computer Science |
| Subject: | 85 business administration, organizational science |
| Programme: | Business Information Technology MSc (60025) |
| Link to this item: | https://purl.utwente.nl/essays/105321 |
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