Transforming healthcare IT with fully integrated Team as a Service at RIZIV

The National Institute for Health and Disability Insurance (RIZIV/INAMI) is a cornerstone of Belgium’s public health sector. With responsibilities ranging from funding and reimbursing healthcare services to overseeing statutory social security, RIZIV plays a pivotal role in bring accessible, affordable and high-quality healthcare to everyone in Belgium. But as demands on the service continue to grow, so has the need for innovative digital solutions. 

To address this, RIZIV partnered with Cegeka to modernize its operations and achieve several key objectives, improving IT scalability, improving the efficiency of healthcare expense management, and implementing automation to reduce administrative burdens. Through Cegeka’s ‘Team as a Service’ model, the collaboration has produced integrated teams to streamline processes and deliver real-world benefits to citizens and healthcare systems.

Addressing challenges in healthcare IT

Before partnering with Cegeka, RIZIV was facing several critical challenges. Managing sensitive medical data under strict security protocols, including ISO 27001 compliance, required robust systems and specialized expertise. At the same time, assembling the right teams to execute projects on schedule was proving a significant hurdle. Finding qualified individuals and integrating them into teams was time and labour-intensive, delaying progress on key initiatives. “Our systems are complex, and security is paramount,” notes Brecht Stubbe, CIO at RIZIV. “We needed a partner who could integrate seamlessly and meet our high standards.”

These challenges were further compounded by an increasing workload, driven by Belgium’s aging population and the growing complexity of healthcare operations. Scalable, efficient IT solutions would be crucial in helping RIZIV maintain its high standards while keeping pace with expanding demands.

A tailored solution: Cegeka’s Team as a Service model

Cegeka’s innovative Team as a Service model proved to be the right fit for RIZIV. By providing fully operational teams rather than individual contributors, Cegeka ensured immediate efficiency and cohesion. “Unlike bringing in individual hires, where it can take up to a year to build an effective team, Cegeka provides fully functioning teams from the start,” Stubbe explains.

The collaboration began with a single team to test the model’s effectiveness and compatibility with RIZIV’s processes. After initial success, the work expanded to include additional teams, enabling greater scalability and flexibility. For each project, a high-level analysis was conducted in close collaboration with RIZIV’s business teams during the foundation phase to define the scope and budget. This process ensured that each initiative was clearly aligned with organizational goals and operational needs. 

A standout project between Cegeka and RIZIV was developing an application to calculate reduced medical expenses for millions of Belgians. This required integrating data from various government systems, a task Cegeka’s teams handled skilfully thanks to their mix of technical and business expertise. Beyond development, these teams took full ownership of maintenance, ensuring end-to-end accountability and fostering continuous improvement.

As Stubbe highlights, “This approach fosters accountability. Developers remain responsible for their work, knowing they’ll also handle any issues arising later. This minimizes problems and promotes better outcomes.”

Real-world benefits

The collaboration between RIZIV and Cegeka has driven meaningful improvements across multiple areas. A core group of three teams, with the flexibility to scale as needed, became the foundation of the partnership. Cegeka proved to be a reliable partner, not only handling staffing requirements but also actively collaborating and sharing expertise to deliver impactful outcomes.

In developing applications that ensure accurate and timely reimbursements for medical expenses, the collaboration has brough tangible benefits to Belgian citizens and healthcare systems. These applications have been integrated into RIZIV’s existing workflows, boosting efficiency and improving user experience. “For these applications, the ultimate test of success is the impact on the people of Belgium,” explains Stubbe. “Have we delivered solutions that ensure funds go directly to people’s health, minimizing administrative overheads? Are we making a positive contribution to people’s health? With Cegeka, the answer is a clear yes.”

By automating complex workflows and reducing administrative burdens, the partnership has enabled RIZIV to address growing demands without the need to expand its staff. Cegeka’s ability to quickly scale with fully equipped teams when needed has been a critical factor, mitigating risks associated with team formation and onboarding. 

Why Cegeka?

RIZIV’s decision to partner with Cegeka was driven by their expertise, scalability, and collaborative approach. Unlike traditional subcontracting models, Cegeka’s teams integrated into RIZIV’s existing structure, working as an extension of the internal IT department. This close cooperation fostered a culture of shared ownership and responsibility, emphasizing unity and alignment in achieving project goals. The teams also brought valuable expertise from other projects, contributing fresh perspectives and proven practices that enhanced RIZIV’s capabilities.

Open communication channels and a proactive problem-solving mindset were key elements that solidified trust and effectiveness throughout the partnership. “Whenever challenges arose, Cegeka’s management engaged collaboratively to find solutions,” notes Brecht Stubbe. “It’s not just about avoiding problems but addressing them constructively when they occur.”

Cegeka’s extensive experience with administrative applications and e-health proved invaluable for RIZIV. Stubbe praises Cegeka’s pragmatic approach and open communication, noting that their teams brought the right mix of technical and business skills to address RIZIV’s needs. “Cegeka is a large organization with the resources to handle complex challenges. They’re open to listening and capable of delivering practical solutions. Their diverse teams make them a reliable partner that can deliver on their promises.”

For Stubbe, the priority is clear: delivering results. Every team is expected to implement at least two concrete improvements annually, fostering a dynamic and progressive mindset. As Stubbe explains, “Ideas are easy, but turning them into action is the real challenge. Cegeka consistently meets this standard, enhancing both processes and outcomes.”

Looking ahead

As RIZIV continues to navigate the evolving healthcare landscape, Cegeka remains a trusted partner. The collaboration has set a strong foundation for future projects aimed at further automating processes and enhancing efficiency.

RIZIV anticipates leveraging Cegeka’s expertise to tackle new challenges, including adapting to emerging technologies and addressing the increasing complexity of healthcare systems. “For us, the future involves deeper transformation and automation,” Stubbe stated. “Cegeka is one of our important partners, and we look forward to the next phase of our collaboration.”

By embracing innovation and fostering strong partnerships, RIZIV and Cegeka exemplify how strategic collaborations can drive impactful digital transformation, benefiting not only organizations but also the broader society they serve. Together, they have demonstrated the power of teamwork, technology, and shared vision in tackling some of the most pressing challenges in modern healthcare.