Abstract

A Dutch commission (Jorritsma) formed a strategic vision on the measures and development of e-government towards 2015. The vision positions a municipality as customer gate towards governmental services. The vision also describes that 80% of customer contacts should be handled in the first contact with the customer. To enable municipalities to achieve such results, customer service processes need to be aligned with a clear vision on governance structure and responsibilities, as well as empowered by innovative technology such as case management, business rules engines, workflow management and document management.

The Challenge

The client’s customer service model was relying mostly on face to face interaction and telephony on several locations. To provide clear services through multiple channels, locations had to be centralized towards one location and knowledge sharing had to be intensified across departments to provide the customer with the right information. Next to that, civilians had to be empowered to acquire information digitally through portals and make transactions through use of web forms.