We must provide more services to citizens and entrepreneurs as one government. This includes not repeatedly asking them to resubmit data. Citizens and entrepreneurs expect services that fit their lives and personal situations. We must establish a good, consistent service experience that meets their needs and wishes. We will ensure that people have easy access to government-wide services and that they are well served and supported, proactively where desirable.
Why as 1 government?
- Citizens and entrepreneurs who want to manage their affairs with the government, such as when something changes drastically in their lives, quickly find themselves in contact with many different government organisations. For good, reliable service provision, citizens and entrepreneurs must experience a single, service-oriented government, regardless of which agency they contact.
- Until all government authorities are connected to or using the available digital building blocks and cooperating sufficiently, we as a government are missing out on the potential for a better government experience. More connected parties will also lead to a more cost-efficient government.
Strategic goals
Together, we will set the following strategic goals for the Netherlands’ Digitalisation Strategy:
- Citizens and entrepreneurs should experience contact and interaction with one government, based on the principle: ‘The right door, every time.’
- Citizens and entrepreneurs should proactively receive public services and products and relevant information.
What obstacles currently exist?
- Due to major capacity and IT challenges, government-wide digital services are insufficiently prioritised in the full portfolios of public service providers.
- The structure of the government does not align with the daily experience of citizens and entrepreneurs, leading to people lacking sufficient insight into their administrative affairs.
- There is a lack of a broadly supported government-wide vision of proactive service delivery.
- The adoption of new technology to future-proof services is still insufficient and fragmented.
- There is a lack of a leading government-wide approach with an administrative mandate for processing signals and feedback from citizens and entrepreneurs.
- There is a lack of a single leading approach with an administrative mandate for establishing clear, unambiguous government-wide processes and chain processes based on the daily experience of citizens and entrepreneurs. Laws and regulations also stand in the way of this.
In what areas will we accelerate development as one government
- The alignment of service providers’ portfolios and the prioritisation of government-wide service delivery will be addressed administratively.
- We will focus on unification and standardisation to achieve accessible and logical government-wide service delivery. We will adhere to government-wide design principles.
- We will focus on further developing the government-wide service desk function and cohesion between portals. In doing so, we will also accelerate the further development of the GDI portals and government-wide interaction services.
- We will formally establish the government-wide vision on proactive service delivery.
- We will experiment with AI in various government-wide service delivery processes, scaling up AI initiatives by organisations and reducing fragmentation.
- We will establish a government-wide approach with standards for processing signals and feedback from citizens and entrepreneurs based on existing successful initiatives (scale-up).
- We will explore the creation of a central body to drive the redesign of processes and chain processes based on an established approach to the ideal customer journey for life events. We will also focus on measuring the ‘customer’ experience.
