Municipality in the Randstad
How a municipality made its digital desk accessible without closing the counter
Handle more digitally without excluding anyone: with a clear digitalisation strategy the municipality deliberately chose what went digital — and what stayed human.
The challenge
The existing desk was outdated and waiting times grew. At the same time, part of the residents struggled with digital services. The council wanted progress without losing citizens.
Our approach
We mapped the ten most-used services and tested per service what digitalisation gives the resident. The advice combined a realistic growth path with clear choices on accessibility and privacy.
The result
The three busiest services can now be requested fully digitally, while the counter gained focused time for those who need help. Average handling time dropped by a third.
Service
IT & strategic advisory
Shall we build something together?
Tell us where you want to go — we are happy to think along.