How municipalities can maintain humanity in digital processes
Digital services are now the norm. Residents expect to be able to submit applications at their convenience and no longer have to make unnecessary trips to the town hall. But the smarter and more digital processes become, the greater the risk that the human element will fade into the background.
And that is precisely what residents do not want. They want convenience, clarity, and the feeling that they are being seen. Humanity is therefore not an extra, but an important part of good digital service provision.
In this blog, we share a number of practical ways in which municipalities can maintain humanity, especially in digital-first processes.
1. Write as if you were talking to someone
Many municipal texts feel like formal announcements. Functional, but distant. Whereas residents mainly need understandable information written in a human way.
A few simple adjustments can make a big difference:
- Short sentences
- Active language
- Clear explanation of why something is necessary
- Examples from practice
Residents do not have to search for what is expected of them. They feel assisted rather than guided through a process.
2. Make digital processes predictable
Humanity has a lot to do with reassurance. People want to know where they stand. In digital processes, it helps when residents always understand:
- Where they are located
- What steps follow
- How long something takes approximately
- What happens next
A progress bar, brief explanations above each step, and clear status updates after submitting an application are extremely helpful. It removes uncertainty and gives residents confidence that everything will be fine.
3. Give residents a sense of control
No one likes being stuck in a system with no way out. A human digital process always offers options.
Consider:
- Contact options in logical locations
- Clear error messages that help you move forward
When residents feel that they can decide for themselves how to arrange things, the process automatically feels more friendly.
4. Show understanding when something goes wrong
Error messages, missing documents, or an expired session. It happens everywhere. Humanity lies in the way you communicate this.
Not: "Error code 402. Please try again later."
Well: "Unfortunately, something went wrong. We're happy to help you. Please try again or contact our team."
5. Keep employees visible, including online
Digital processes do not replace people. Instead, they give employees the space to have meaningful conversations when it matters most.
Consider, for example:
- Photos or names in contact options
- Short videos in which employees explain processes
- A personal confirmation email after a request
- Digital assistants that communicate warmly and clearly
Residents see that there are real people behind the services and feel less alone in the process.
6. Think beyond the system
Humanity is not just about the interface. It is about the overall service experience. This starts with questions such as:
- What is a resident actually trying to achieve?
- What barriers can we remove?
- How can we reduce uncertainty?
By mapping residents' journeys and involving employees in improvements, a service is created that is both logical and feels friendly.
Humanity and digitization belong together
Good digital services revolve around technology, but start with people. Municipalities that invest in this area find that residents gain more confidence, ask fewer questions, and feel better supported.
Would you like to discuss a more human-centered digital process? Please contact us. We would be happy to help you find the right solution.