To better understand perceptions of service delivery, the Government-Wide Measurement Model for Service Delivery (Overheidsbrede Meethuis voor dienstverlening in Dutch) has been developed. Its purpose is to assist government organisations in developing their measurement frameworks, allowing them to enhance service delivery in a focused manner.
What is a Measurement Model, and why is it necessary?
In government, we often emphasise the importance of being customer- and people-oriented. But do we truly measure how the public experiences our services?
- The Government-Wide Measurement Model for Service Delivery (Dutch) offers a standardised approach to assess and enhance customer experiences across various government organisations.
- It is a driver model that highlights the key drivers of satisfaction.
- The model serves as more than just a dashboard or KPI set; it provides a framework to establish a solid foundation for improving customer and human services within your organisation.
- The model can be customised to fit the needs of your organisation.
What does the Measurement Model offer?
It offers a proven approach backed by a practical manual and a supportive learning community. This strategic framework enables your organisation to:
- Target and improve service delivery effectively
- Clarify or put into action your vision for delivering services
- Focus on customer-centric key performance indicators (KPIs)
- Learn from the experiences of other public organisations
This enables public organisations to align their service delivery more effectively with the needs of citizens and entrepreneurs. The Government-Wide Measurement Model serves as a source of inspiration, providing insights from other organisations. It offers guidance on content (what to measure), approach (the steps to take), and application (how to utilise the data). In the practical handbook, you will find a step-by-step plan, useful tips, and examples from other public organisations that have successfully implemented these strategies.
How did the Measurement Model come about?
The Government-Wide Measurement Model for Service Delivery was created in collaboration with public organisations on behalf of the Ministry of the Interior and Kingdom Relations (BZK). If you have any questions, please reach out to Martijn Lentz or Robert Vels of the CX community.
