1. CJM as tool for finding noticeable improvement Results pilot on moving house

2. Policy Policy Programme (June 2007) Top 10 approach Action 10: Quality first, a seven for public service delivery Inter government agreement (Sept 2007) Municipalities and central government have a joint ambition in realising a seven for the quality of service delivery.

3. Base measurement Citizen centricity  Experiences with public service delivery around life events  Elements eCitizens Charter (e.g. choice of channel, transparency, personalisation, timeliness, feedback) Scores:  7 for individual organisations  6,7 for supply chain (multiple services)  6,4 for government in general

4. Base measurement  Lack of co-operation causes loss of quality  witnessed by no mutual communication  repeatedly providing same information  long ‘lead time’ processes

5. Customer Journey Mapping  Use as in depth analysis  Noting customer experiences  Through different stages of a life event  Journey along multiple organisations  Using different techniques  Resulting in concrete proposals for improvement  Where vs how? CJM Improvement Customer satisfaction measurement CJM simply but adequately pictures how citizens experience the service delivery and the bottlenecks they encounter.

6. Approach pilot moving house  Explore journey & start co- operation with municipalities  Collecting experiences  Interviews with citizens  Interviews with intermediaries  Mystery shopping  Mapping  Collective problem analysis  Report

7. Perceived problems  Lack of privacy  Fragmented information  Incorrect information  Expectations of future permit  Uncertainty about change of address  Risks of inaccurate data in key registers  ‘Urgent needs’ not met  Parking permits not issued in time  Need to reapply for social security benefit  Additional services not geared to people’s needs

8. Solutions Municipalities were proposed an action plan, i.e..  Registration form change of address also by telephone order  Implementing Antwoord© a concept to get same answer no matter the channel  “building” integrated in one-stop- shop counter  Co-operation with housing corporation

9. Next steps  CJM bereavement running  CJM on two more life events  Development Dutch CJM manual

10. For more information: John Kootstra Ministry of the Interior and Kingdom Relations Service Provision, Simplification and Information Policy Department Tel: + 31 70 426 71 14 Email: john.kootstra@minbzk.nljohn.kootstra@minbzk.nl http://www.minbzk.nl/aanpaktop10