The Dutch government has published a government-wide vision for proactive public service delivery (in Dutch). The vision sets out how public authorities will work together to deliver services that better reflect people’s needs and everyday lives, while remaining careful, easy to understand and trustworthy.
The vision focuses on 3 key themes: organisational change, the legal framework and data sharing.
Life events
People interact with public authorities at different stages of their lives. For example, when they turn 18, have a child, lose their job, or retire. At these moments, they often must work out for themselves what has changed and which public services or benefits they are entitled to. This is not always straightforward. Information and services are spread across different public authorities, and rules and procedures can be complex. As a result, people do not always receive the services or support they are entitled to.
Proactive public services aim to help people earlier in the process and more effectively. Wherever possible, public authorities take the initiative to provide timely information or make services easier to access. This means people do not need to know how the government is organised to receive the support they need.
A shared direction for government
The vision was developed jointly with public authorities, knowledge institutions and public service providers. It sets out 3 key themes:
- Organisational change: Public authorities need to organise their work around people’s circumstances rather than organisational boundaries. This requires collaboration across organisations and policy areas, as well as new ways of working.
- The legal framework: Public authorities need clarity about how legislation allows them to provide proactive services. At the same time, they must always protect fundamental rights and public values.
- Data sharing: Providing timely and appropriate services may require public authorities to use or share data. They must do so in a careful and transparent way, with appropriate safeguards and respect for people’s rights and interests.
From vision to practice
Public authorities are already developing proactive public services in different ways. They are testing practical solutions and working together on the legal, organisational and technical conditions needed to support them. By learning from these initiatives, they will continue to refine and implement the vision step by step.
The aim is to provide people with timely information and support without requiring them to navigate public services on their own.
More information
For questions about the vision, please contact proactieve.dienstverlening@minbzk.nl.
