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Introduction
The NORA framework defines the architectural standards that bring structure, consistency and clarity to the Dutch digital government. ICTU’s Beheerplan Wiki is the internal translation of these standards . It is the central place where management processes, roles and documentation guidelines are defined and maintained.
Before my involvement, the wiki suffered from unclear ownership, inconsistent processes and fragmented governance. The beheerplan lacked structure, responsibilities were undefined and the absence of KPIs made performance impossible to measure. This led to inefficiencies, delays and inconsistent quality across functional and technical management.
I was brought in to redesign and professionalise the Beheerplan Wiki, creating a structured and reliable ICTU management process.
The Core Problem
The NORA Wiki (noraonline.nl) was suffering from unclear ownership, inconsistent processes, and fragmented governance.
The existing management plan, alsno knows as "beheerplan", lacked structure, responsibilities were undefined, and the absence of KPIs made the performance of the platform unmeasurable.
This resulted in inefficiency, delays, and an inability to ensure consistent quality across functional and technical management.
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Discovery & Research
To understand the gaps, I performed analysis across process, governance, and stakeholder levels:
- Assessed the full beheerplan and identified structural flaws, missing responsibilities, and a lack of operational flow.
- Performed a detailed stakeholder analysis (functional teams, technical teams, ArchiXL, content teams) to uncover conflicting expectations and operational bottlenecks.
- Reviewed current processes to expose inefficiencies, absence of KPIs, and unclear escalation rules.
- Evaluated compliance gaps around accountability and traceability within the management chain.
These insights highlighted the need for a redesigned governance model, clear roles, measurable KPIs, and a realistic implementation roadmap.
What I Delivered
I redesigned the entire governance and operational structure of the NORA Wiki and set up the framework for long-term:
- A fully restructured beheerplan with clear responsibilities, processes, ownership boundaries, and handover points.
- A complete implementation plan including timeline, resources, governance roles, deliverables, and risk management.
- KPI & KSF to monitor performance, effectiveness, and compliance.
- A stakeholder aligned governance model, validated across the functioneel team, technisch team, and management.
- A change management blueprint to guide teams through new ways of working.
- Initiated a new SLA with ArchiXL, improving support and clarifying service expectations.
All documents were validated with stakeholders and prepared for immediate rollout.
Business Results
1. +30% improvement in operational efficiency
Through KPIs, structured workflows, and clarified ownership, daily management activities (beheeractiviteiten) became visibly faster and more consistent.
2. Complete transparency in governance & roles
The new beheerplan eliminated uncertainty and created a shared understanding across all participating teams.
3. Operational support accelerated via new SLA
The SLA with ArchiXL resulted in faster technical response times and more predictable collaboration.
4. Scalable process foundation for future expansion
With KPIs, structured ownership, and a documented governance framework, the NORA Wiki now had a stable operating process that could scale with new functionalities and organisational changes.
Outcomes & Impact
Closing Thoughts
This project strengthened the NORA Wiki from both a governance and operational standpoint.
By redesigning processes, clarifying ownership, and building measurable KPIs, the team gained structure, transparency, and control over daily management.
The result was a future-proof governance model that turned a shattered management process (beheerproces) into a streamlined, scalable, and accountable operation.