Map out the internal customer journey for an optimal process
The municipalities of Ooststellingwerf, Weststellingwerf, and Opsterland joined forces to optimize their personal internet portal (PIP). They were somewhat skeptical at the start of the process: would it be possible to achieve the promised improvements within the planned timeframe, given everyone's busy schedules and the need to work remotely due to the COVID-19 measures?
The three municipalities work together as OWO in a number of processes, such as taxation. These are processed for all three municipalities in a central department. Nine van de Kamp, online communications officer at the municipality of Ooststellingwerf: "We wanted to expand and improve the number of services in the PIP, and specifically tackle the tax process." Marten Holtrop, webmaster at the municipality of Weststellingwerf: "The processing was already done via the PIP and was the same for our municipalities. Residents are used to receiving their municipal tax assessments via the PIP. But the data entry has also been standardized as part of this optimization process."
More possibilities for residents
Residents have more options after the optimization process. Marten: "Texts have been improved and added to explain things better, forms have been added, for example to enable online objections. If you are logged into the PIP, a lot of data can be filled in automatically. This saves time and reduces the chance of errors. You can also track the status of your objection. In addition, you can now also arrange other matters online, such as reporting a change of address."
Sharing experiences
To see whether the customer journey devised for the process matched residents' expectations, a number of them were asked to test it online and by telephone. Nine: "It was nice to talk to residents and entrepreneurs. They are really involved in the municipality and greatly appreciated being able to contribute their ideas. During the conversations, the residents themselves suggested solutions. For example, the item 'my data' was at the top of the list, yet many people couldn't find it. Based on the testers' suggestions, we moved it and made it much clearer. One entrepreneur saw opportunities for them to arrange and track certain matters online. We shared these experiences with our colleagues. It's a start to see what other services we can expand the PIP with."
More aware internally
The customer journey was also tested internally to see if everything worked as intended. Marten: "Of course, we first took stock of what was needed in the tax process: is the requested information necessary for the application? What steps are taken, and in what order, to process the application? Our colleagues from the Tax and DIV departments looked at it and tested whether the process ran smoothly via the PIP. In terms of process, not much changed, but in terms of awareness, it did. They really had to realize that when they entered something into the case system, it was also visible to the applicant in the PIP. They are very positive because they have been involved from the start and have been able to contribute their ideas."
Face-to-face is more enjoyable
Marten and Nine agree: “Working with SIM was a pleasant experience. We really hit it off together. We had a clear focus and a clear goal we were working towards.” They both found the guidance to be good and positive. Nine: “The customer journey wasn't strictly necessary, but it certainly added value. The process is clear to everyone involved and has been truly optimized. We carefully considered whether everything we ask for is necessary and clear, in order to be able to process a request properly. It provides a lot of insight, both internally and externally." Marten: "Shift2 contributed very well with their ideas and cooperation. Working together remotely via Teams was effective, although face-to-face is more fun. It's been a successful turbo project!"
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