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Netherlands

Public Services and the User Perspective (NL0016)

Overview

At-a-Glance

Action Plan: Netherlands Action Plan 2013-2014

Action Plan Cycle: 2013

Status: Inactive

Institutions

Lead Institution: Ministry of the Interior and Kingdom Relations and Association of Netherlands Municipalities

Support Institution(s): NA

Policy Areas

E-Government, Public Service Delivery

IRM Review

IRM Report: Netherlands Final Report 2013-2014

Starred: No

Early Results: Marginal

Design i

Verifiable: No

Relevant to OGP Values: Not Relevant

Potential Impact:

Implementation i

Completion:

Description

The quality of their contact with public-sector organisations matters to citizens. If they believe they are being listened to and given the appropriate attention, an effective connection will be formed between the individual and the system (government bureaucracy). Organisations that perform public tasks also benefit from this contact. As users of their services, citizens have a lot of experience and can provide good suggestions for improvement. Openness and transparency are prerequisites for collaboration between public-sector organisations, and citizens and businesses.
A special centre, Kenniscentrum Dienstverlening (known by the acronym ‘KING’), helps local authorities focus more on the user perspective in providing services, including online and integrated services. The centre organises learning events, runs a website and provides practical help at the request of local authorities.
As part of its Online 2017 process, the Government is also working on accessible online services, with a particular focus on the user perspective: if people are not sufficiently computer-literate, they should be given help; processes should be user-friendly and a safety net should always be in place for those who need it.
Since many public-sector service providers are engaged in activities designed to make people more computer-literate, it is important that their experiences be catalogued and shared with others, so their efforts have the maximum possible effect. A study is therefore being conducted to establish what initiatives are most effective and efficient, and how they can be introduced more widely.


Netherlands's Commitments

  1. Local Digital Democracy

    NL0028, 2018, E-Government

  2. Dilemma Logic

    NL0029, 2018, Capacity Building

  3. Join EITI

    NL0030, 2018, Anti-Corruption Institutions

  4. Open Algorithms

    NL0031, 2018, Capacity Building

  5. Open Local Decision-Making

    NL0032, 2018, Capacity Building

  6. ‘Open by Design’ Pilots

    NL0033, 2018, E-Government

  7. Open Contracting

    NL0034, 2018, Open Contracting and Procurement

  8. Open Parliament

    NL0035, 2018, Audits and Controls

  9. Open Government Standard and Dashboard

    NL0036, 2018, E-Government

  10. Pioneering Network for an Open Government for Municipalities

    NL0037, 2018, Capacity Building

  11. Transparent Political Party Finance

    NL0038, 2018, Legislation & Regulation

  12. National Open Data Agenda

    NL0019, 2016, Capacity Building

  13. Stuiveling Open Data Award

    NL0020, 2016, Open Data

  14. Groningen Open Data Re-Use

    NL0021, 2016, Infrastructure & Transport

  15. Releasing Ministerial Research Reports

    NL0022, 2016, Health

  16. Detailed Open Spending Data

    NL0023, 2016, Fiscal Transparency

  17. Open Local Authority Decision-Making

    NL0024, 2016, Open Data

  18. Training Civil Servants on Public Participation

    NL0025, 2016, Capacity Building

  19. Easier Freedom of Information Requests

    NL0026, 2016, Capacity Building

  20. Open Government Expertise Centre (LEOO)

    NL0027, 2016, Capacity Building

  21. Further Develop and Promote Disclosure and Use of Open Data

    NL0001, 2013, E-Government

  22. Increase Financial Transparency Through Open Budget and Experiments with Open Spending and Budget Monitoring

    NL0002, 2013, E-Government

  23. Open House of Representatives

    NL0003, 2013, E-Government

  24. Instruments for Integrity

    NL0004, 2013, Anti-Corruption Institutions

  25. Revamp the Legislative Calendar

    NL0005, 2013, E-Government

  26. More Online Consultation

    NL0006, 2013, E-Government

  27. More Transparency in Decision-Making Through Volgdewet.Nl Legislation-Tracking Website

    NL0007, 2013, E-Government

  28. Informal Approach to Freedom of Information Requests

    NL0008, 2013, Right to Information

  29. From Rules to Freedom

    NL0009, 2013, Public Participation

  30. Change Attitudes and Procedures Through Smarter Working and ‘Public Servant 2.0’

    NL0010, 2013, Capacity Building

  31. Water Coalition

    NL0011, 2013, Public Participation

  32. Develop and Implement Participation Policy at the Ministry of Infrastructure and the Environment

    NL0012, 2013, Public Participation

  33. Make Government Information Accessible and Easy to Find

    NL0013, 2013, Capacity Building

  34. Make Citizens Better Informed and More Empowered: Public Inspection and Correction of Information

    NL0014, 2013, E-Government

  35. Open Announcements and Notifications

    NL0015, 2013, E-Government

  36. Public Services and the User Perspective

    NL0016, 2013, E-Government

  37. Designate Categories of Government Information for Active Access

    NL0017, 2013, Capacity Building

  38. Rethink Information Management and Active Access: Four ‘Open by Design’ Pilot Projects

    NL0018, 2013, E-Government