To do: optimize digital forms
Who hasn't heard this before? We see that improving digital forms is on every customer's to-do list. Everyone knows it's important, not least because it's one of the areas where you can directly improve the satisfaction of residents and businesses. But due to time constraints and a lack of insight, this task usually remains at the bottom of the list.
A higher ratio; so what?
The key question is perhaps: what does a high(er) success rate deliver? Why should we be concerned about this? Residents and entrepreneurs are used to conducting business online, from banking and insurance to vacations. They also expect everything to run smoothly. So if there is an option to do things online, such as using an online form, it must be user-friendly. That is why we believe it is important to have the basic processes well organized online. This allows local authorities to use their (already limited) capacity at the counter and call center for complex matters.
Keep it simple
Recently, National Ombudsman Reinier van Zutphenconducted aninvestigation into the user-friendliness of the government's digital forms. He also concluded that there is still room for improvement in this area. To help government agencies get started, he formulated a number of principles*;
- Involve residents in the development of new digital forms
- Take the resident's wishes into account
- Take advantage of existing initiatives and tips for developing and improving digital forms.
- Ask citizens to share their experiences with existing digital forms.
- Improve existing digital forms based on residents' experiences
What now?
A step in the right direction is to start monitoring your organization's forms. This allows you to see which forms are used most often, where users drop out of a form, and where the greatest potential for improvement lies. Tools such as our Monitor Digitaalcan help you continuously monitor the performance of your digital services and provide you with insight into this.
Or start with a top 3 of the most frequently completed forms. Then ask residents about their experiences with these forms, take their feedback seriously, and act on it. Or ask on our Social Intranet about the experiences of colleagues at other government agencies. This will allow you to take steps in the right direction together and learn from each other's best practices.
Rome wasn't built in a day, so let's be realistic. We believe that making improvements in the short term doesn't have to be complicated.
Would you like to discuss this further? Please contact your Shift2 representative or fill in the form below. Together, we will look at how we can improve your organization's frequently used digital forms. We are happy to help you simplify your to-do list!
