Publication date: June 3, 2026
Omgevingsdienst Regio Nijmegen merged with Omgevingsdienst Regio Arnhem on January 1, 2026. Together, they now form Omgevingsdienst Groene Metropool. The work with Trevally took place during the period when the organization was still called Omgevingsdienst Regio Nijmegen (ODRN). Therefore, the name ODRN is used throughout this article.

When Karin Poel-Pordon talks about her work with Trevally at Omgevingsdienst Regio Nijmegen (ODRN), it becomes clear that she is much more than the technical administrator of a quality management system. She knows the system inside and out, oversees its configuration, supports colleagues, and ensures that Trevally continues to align with daily operations. “The ManualMaster part is clearly my responsibility. I’m so involved in it that I know it almost from A to Z,” she says.

This precision and commitment fit well with the nature of ODRN’s work, where permits, inspections, and legal assessments require clarity and up-to-date information. The organization processes complex applications under strict laws and regulations for both large industrial companies and private individuals. A reliable and well-structured quality management system is essential in this environment.

System Tailored to Different Teams

Karin has been closely involved in configuring Trevally from the very beginning. What initially started as a modest responsibility quickly grew into a comprehensive management role that she largely shaped herself. She proved particularly skilled at creating structure, organizing information, and building logical systems.

These qualities became especially valuable when the organization transitioned to a new digital handbook. The challenge was not only to configure Trevally technically but also to create a system that suited different teams, workflows, and information needs.

A Uniform Environment With Flexibility Where Needed

One of the key principles in Karin’s approach is that Trevally should never become a rigid system. She configured it so that the core structure would be recognizable to everyone while still leaving room for department-specific adjustments.

“We started with a single setup, but it didn’t work everywhere. Some departments needed something different. You have to be willing to adapt it so that it makes sense to them,” she explains.

The result was an environment that appears uniform while remaining flexible where necessary.

No More Duplicate Versions

The homepage Karin created reflects this approach. The dashboard provides employees with direct access to core processes, work instructions, workflows, and policies. The integration with the OpenWave case management system makes it easy for permit officers to find information relevant to their daily work.

Karin also played a major role in connecting Trevally to the intranet by centralizing documents in Trevally and providing hyperlinks through the intranet instead of storing separate copies. This prevents multiple versions of the same document from circulating, a problem that had occurred regularly in the past. “Everything is now stored in ManualMaster, and we simply link to it. No more duplicate versions,” she explains.

The Biggest Challenge: Gaining Colleague Engagement

However, Karin faced a challenge greater than the technical implementation itself: getting colleagues on board. Selecting a new system does not automatically mean that people will use it. Karin noticed that behavior, time, and attention largely determine whether employees integrate Trevally into their work.

During the rollout, she visited all teams to demonstrate the dashboard, answer questions, and explain the value of the system. The timing was challenging because several systems within ODRN were being replaced simultaneously. As a result, employees had to absorb a great deal of new information at once.

To continue supporting users, Karin regularly organized editor meetings. These sessions became valuable opportunities to align on agreements, address questions, and collaborate on improving the system’s setup.

Survey Provides Insight Into Usage

One of the most successful initiatives was a joint working session during which editors spent three hours focused on their Trevally tasks. Karin walked around to provide assistance where needed. The focused atmosphere and shared attention proved more effective than working individually within their own departments. It brought structure, calm, and enthusiasm.

To gain a clear understanding of how Trevally is being used, Karin conducted a survey this spring. Employees indicated that some documents could be kept more up to date and that new colleagues often received insufficient instruction on how to use the system. These findings are especially relevant in light of the merger with Omgevingsdienst Regio Arnhem, which has now resulted in the formation of Omgevingsdienst Groene Metropool. Before the merger, Omgevingsdienst Regio Arnhem did not use a digital handbook, meaning that Trevally can play a crucial role within the new organization.

Complaint Form for Citizens and Businesses

At present, ODRN uses the Trevally modules Document Management and WebForms, among other things for the complaints form available to citizens and businesses. This form is publicly accessible through a separate Trevally environment. According to Karin, it is easy to find and is supported by a workflow that ensures smooth handling of submissions. The Risk Management module is available but is not yet being actively used.

This may change after the merger, as information security and process harmonization are expected to receive greater attention. Q-Learning is also on the roadmap, particularly because it can play an important role in training and supporting new employees.

Clarity in Document Management

Trevally has delivered significant benefits for ODRN. One of the most notable improvements has been greater clarity in document management. Karin and her colleagues carried out a major clean-up effort, assigning document owners, reviewing files, and removing outdated information. “Every document now has an owner and is reviewed at least once a year. That wasn’t the case before,” she emphasizes. The integration with the intranet also ensures that everyone works with the same version of every document.

Karin’s work on Trevally is widely appreciated. She has not only built a system but also helped create a culture in which employees are increasingly accustomed to using it. This development continues, especially as the organization keeps growing and changing.

Ownership Within Departments

In her advice to future Trevally users, Karin makes it clear what she believes makes the difference. She emphasizes that careful preparation is essential. Organizations must be clear about the purpose of Trevally and ensure that current information is available from day one after launch. If documents are outdated or workflows are not yet fully correct, trust in the system decreases and users disengage.

She also stresses the importance of ownership within departments. By assigning clear document owners and editors, accountability is created and information remains current. Communication should also be continuous: employees need regular updates about new features, updates, and opportunities within the system.

New employees deserve special attention because their first weeks often determine how they experience Trevally. Karin sees Q-Learning as a valuable addition for making onboarding more practical and structured.

Connecting Technology, Processes, and Daily Practice

She emphasizes that Trevally is an ongoing process. It requires discipline, periodic alignment, and collaborative working sessions to keep the system current and ensure that it evolves alongside the organization.

Karin’s expertise demonstrates that successful quality management is not just about software. It is about people who understand, shape, and use the system. Trevally has become a powerful tool at ODRN because it is championed by someone who understands what the organization needs and knows how to connect technology, work processes, and day-to-day operations.

As a result, Trevally evolved from a system into a way of working and became, as Karin simply puts it, “truly something that belongs to all of us.”

Karin Poel-Pordon, Operations Support Officer

About Omgevingsdienst Groene Metropool

During the period covered in this article, the organization was still known as Omgevingsdienst Regio Nijmegen.