Citizens and entrepreneurs seek services that align with their realities. Government organisations are responsible for adapting the people’s world to their services and exploring ways to enhance those services.
Since individuals perceive the government as a unified entity rather than as distinct organisations, establishing a common image is beneficial. When feasible, adopting a shared approach further enhances this cooperation. This way, we strive collectively to ensure government services remain accessible and usable for all.
Understanding people’s living environments is crucial for designing or enhancing services. Fortunately, individuals provide many signals and feedback, although the government sometimes overlooks them. Therefore, we are focused on improving input collection from various channels and customer experiences. For example, in collaboration with implementers, we adopt methods to assess satisfaction and deliver customer travel training based on human-centred measures.
Duty of Care
To ensure services remain accessible for all, the government aids organisations in upholding the Duty of Care (in Dutch: Zorgplicht). This mandates that organisations adequately support individuals in their interactions with the government, ensuring accessible communication at all times, both digitally and non-digitally. Additionally, the Services Department collaborates with User Needs First (Gebruiker Centraal) to provide organisations with inspiration, knowledge, networks, and tangible tools to create human-centred, comprehensible, and inclusive services.
This occurs partly through sharing knowledge and experience, for example, in meetings and in developing specific solutions or products. This often involves emphasising successful initiatives and supporting their progress. Additionally, it includes launching new initiatives and collaborating with implementing organisations, municipalities, provinces, and water authorities.
