Context
The Instituut Mijnbouwschade Groningen (IMG) handles damage claims from residents affected by gas extraction in Groningen — one of the most scrutinized compensation programs in the Netherlands. The RijkZaak platform, built on Pega, runs the full claim lifecycle: intake through citizen portals, assessment, decisions before a committee, payment, and objection & appeal procedures.
Challenge
A claim is ultimately a stream of formal correspondence: acknowledgements, assessment reports, decisions, objection confirmations. Every letter is legally meaningful, must reflect the exact state of the case in real time, and errors erode trust in an institute whose credibility is already under a political microscope. Letter generation was manual-heavy and inflexible.
What I did
- Designed and built the Letters-Book functionality — automated generation and dispatch of case correspondence, driven by case state and correspondence rules.
- Introduced a Rich Text Editor integration allowing letters to be dynamically edited based on real-time case decisions — keeping legal flexibility without losing automation.
- Built Pega activities and REST services connecting the case layer to government databases and payment systems (including SMS notification services), and monitored queue processor performance for the high-volume dispatch flows.
- Delivered across a hybrid case model spanning two citizen portals with a wide range of case types, DigiD single sign-on, and objection & appeal component development.
- Worked with complex embedded applications, multiple SSO connections, saveable data pages, Pega PDC, UIKit and Cosmos, screen flows, and Deployment Manager across the release train.
Outcome
Correspondence for damage claims moved from manual assembly to state-driven automated generation with a controlled editing path — faster case handling, and letters that always match the case’s real decision state. The engagement ran nearly two years across Pega PRPC 8.6 → Infinity 24, including early Constellation adoption.
Client details are limited to what is public in my CV; no system screenshots are shown for this government platform.