We live in a time in which more and more organisations need to become innovative, competitive, and flexible enterprises, in order to survive. This does not only hold for commercial companies, but also for organisations with a public function. A prerequisite for being an innovative, competitive and flexible organisation, is that the business processes are efficient, easy to manage and easy to change, and that they are effectively supported by information systems. To enable this, all hope is placed in technology, particularly modern information and communication technology (ICT). However, this hope turns out to be vain if one does not dispose of the right expertise.