Digitalisation and the Human Dimension

Interviews with various public service providers show that providing the “Human Dimension” (“Menselijke Maat”) to citizens is often not secured in regular work processes and customer systems of public organizations. This is a major focus of both the government and KIA MV and too often leads to escalation of (complex) questions to customized solutions.

Digitalization is often seen as an obstacle to the perception of the “Human Dimension”, while organizations are curious about its opportunities. This research explores, together with changemakers and municipalities, what opportunities digitalization offers for scaling up the Human Dimension to regular customer systems and work processes.

Insights are provided into the overarching concept of the digital Human Dimension. In addition, the project aims to inventory various organizations to identify best practices and effective strategies.

01 November 2024 - 21 October 2025

A multiple case study forms the basis for collecting results that will explain the research objective.

In order to best prepare students for professional practice, education must remain up-to-date and benefit from the latest insights from society. Results from the project will be integrated into the HU bachelor's programs "Social Work and ICT" and the minors "Customer experience in the new economy" and "Digital innovations for society and government".