Priority 1.2 Actions

Set up public services in a way that ensures that citizens and businesses can choose how they wish to use that service (click, call, face-to-face):

• Increased number of practical initiatives with government-wide service providers: the impact on people and organisations has been determined.
• The website Overheid.nl is revamped with government-wide information on public products and services (1st phase).
• The reach of IDOs noticeably increased through a local chain approach, substantive collaboration between IDOs and municipalities, and practice initiatives that include IDO locations outside libraries. The feedback loop of IDOs for public service improvement is completed.
• The Electronic Administrative Communications (Modernisation) Act is implemented.
• As part of the amendment to the General Administrative Law Act (Awb), governing bodies must provide appropriate support to people. In collaboration with VNG, municipalities, implementing organisations and WaU, tools are provided that contribute to this appropriate support.
• Generic national feedback function created. The revamped Overheid.nl allows people to provide feedback regarding the improvement of services.

Implementor (by whom, with whom): BZK, government-wide, VNG, the Digital Society Alliance and fully or semi-private parties with a public function, and libraries

• Exploration of options for the development of a nationwide Personal Digital Schemes Overview is completed. This gives people personalised advice on local, regional and national schemes to which they are entitled, and they can apply for them right away. Completed development of concrete improvement actions around proactive services in the life events of “turning 18”, “becoming unemployed”, and “death of an entrepreneur”.

Implementor (by whom, with whom): BZK, SWB, CJIB, government-wide, VNG, private parties

Improve user-friendliness, comprehensibility and compliance with the statutory obligation regarding digital accessibility:

• Delivery of the inclusive service assessment framework. The assessment framework consists of several metrics to assess the level of inclusiveness of your service.
• There is a bank of understandable sample texts and letters for government communications.
• Continued development of understandable language tools for officials.

Implementor (by whom, with whom): BZK, government-wide, inter-administrative

Facilitate inclusive and seamless public services by encouraging an omnichannel approach through generic services:

• MijnZaken service has been expanded to 20 municipalities.
• Lopende Zaken Mijn Overheid is connected to the MijnZaken service standard.
• A pilot involving the connection of an implementing organisation to the MijnZaken service was conducted with Mijn Overheid.
• Exploration of MijnZaken service in the entrepreneurial domain has been completed.

Implementor (by whom, with whom): BZK, VNG, private parties, municipalities, implementing organisations and Gebruiker Centraal

• Implementation of improvements related to the life events “turning 18” (proactively informing about rights and obligations), “becoming unemployed”, and “having a child”. In the entrepreneurial domain, the focus is on the life events “starting a business”, “sustainable business”, and “entrepreneur in dire straits”.
• Exploration and plan of action for two new life events (choice to be determined in consultation with public service providers).

Implementor (by whom, with whom): BZK, government-wide, inter-administrative

A solid foundation: secure, reliable and available generic facilities, agreements and system Generic Digital Infrastructure (GDI) (Generic Digital Infrastructure is a collective term for the digital facilities used government-wide to provide citizens and businesses with services, including an access service (DigiD) and a key register system):

• GDI Programming Plan 2024 presented to the House of Representatives. Recalibration will take place in Q1 2024.
• GDI Multi-year Vision updated.
• Digital Architect appointed for GDI.

Implementor (by whom, with whom): BZK, other ministries, local and regional authorities, implementing organisations, management organisations, and private organisations that are charged with carrying out public tasks.

Implement the Single Digital Gateway (SDG) to give citizens and businesses easy access to digital public services in the EU:

• A technical connection is established to the Once-Only Technical System (OOTS) in accordance with the SDG regulation. The OOTS gives citizens and businesses the opportunity to have organisations in different EU countries automatically exchange supporting documents under the once-only principle. This could be diplomas when a person wants to study or work in another EU country, for example.

Implementor (by whom, with whom): BZK, RINIS, government-wide