Human dimension in digital public services
After the Dutch ‘toeslagenaffaire’ (benefits scandal), it became clear that the ‘Human Dimension’ is often lacking in public services. Digital solutions are seen as a barrier, yet they also offer opportunities. This research seeks, in collaboration with public service providers, scalable, digital, and human-centered solutions for public service delivery.
Objective
The research objective is to develop actionable perspectives for providing scalable, digital, and human-centered services in collaboration with public service providers. This is achieved through co-creation with consortium partners, where interventions and interaction designs are iteratively developed and tested. The project will result in a practical guide with design guidelines for professionals, enabling them to implement innovative digital solutions that ensure the human dimension in regular work processes.
Results
The project delivers a practical guide with design principles and processes, enabling professionals to develop digital solutions for scalable, human-centered public services within their organizational context.
Duration
01 October 2025 - 01 October 2027
Approach
The project is implemented through design-oriented research with public service providers, in which digital solutions are co-created, tested, and translated into practical design guidelines for scalable, human-centered public services.
Educational impact
The delivery of content and case studies for educational curricula contributes to two strategic educational programs:
1. The Strategic Agenda for Higher Education ‘Sustainable for the Future’ (2019) focuses on improving the alignment of education and research with society and the labor market, fostering innovation through collaboration.
2. The HEO Sector Exploration 2021 emphasizes that digital and technological changes require new skills from HBO/HEO professionals to meet the needs of public and private employers.
HU researchers involved in the research
Collaborationpartner
Collaboration with Hanze Hogeschool, researchgroup Marketing & Entepreneurship
Cofinancing
This project is co-financed by the Municipality of The Hague, Social Services Drechtsteden, RDW, Municipality of Breda, Municipality of Utrecht, DUO, Municipality of Zwolle.
