Proactive government - developing public services from a customer perspective
Partly due to available data on customers, public service providers are better able to provide citizens with proactive services. However, many public service providers are reluctant to do so.
At the same time, public service providers indicate that they are not sufficiently able to bring in the customer perspective. This leads to insufficient knowledge as how to develop proactive services from a customer perspective.
Therefore, this project develops a specific perspective for meaningful, data supported proactive services. Including a practical guide to develop proactive services from a customer perspective.
Given the current economic situation, the context of the study will be debt and poverty prevention.Duration
01 September 2023 - 01 September 2026
HU researchers involved in the research
Collaboration with knowledge partners
In this project the HU collaborates with different partners from the field. they participate as consortium partner or member of the steering committee or sounding board group.
Consortium partners:
• Belastingdienst
• DUO
• Vitens
• Municipality of Den Haag
• Municipality of Eindhoven
• Municipality of Utrecht
• Service Health and Youth Zuid Holland Zuid – GGD Zuid Holland Zuid
• Social Service Drechtsteden
• Dutch Vereniging van Sociale Innovatie
• Hogeschool Saxion
Steering group:
• Lectoraat Marketing & Customer Experience
• Lectoraat Schulden & Incasso
• Lectoraat Betekenisvol Digitaal Innoveren
• Hogeschool Saxion
• Vereniging Directeuren Public Services
• Customer service Federation
• Platform of Customer Focused Entrepreneurship
• DUO
• Vitens
• Projectleader
Research Group:
• CJIB
• Digicampus
• Municipality of Tilburg
• Municipality of Zwolle
• MN
• RDW
• SVB