The state of client-centered public service delivery in the Netherlands

J. Jansen, Sjoerd A. de Vries, Thea van der Geest, Johannes A.G.M. van Dijk, R. Arendsen

Research output: Chapter in Book/Report/Conference proceedingConference contributionAcademicpeer-review

2 Citations (Scopus)


Businesses and citizens demand a better and more client-centered way of service delivery from public organizations. As society becomes more complex, dynamic and diverse, public organizations need to adapt to this demand. Conversely, our perception is that public organizations might still treat their target groups as one. However, the need for client-centered public service delivery is growing. This is widely debated in literature. Nonetheless, little empirical evidence is available about the state of client-centeredness of public organizations. The objective of the present study is to identify the state of client-centered public service delivery in the Netherlands. In order to research this topic 400 people from 194 Dutch public organizations were invited to complete an electronic questionnaire. 105 people responded. According to the respondents the state of client-centeredness is acceptable. However, only 25% of the public organizations seem to take differentiation as the point of departure for their service delivery.
Original languageEnglish
Title of host publicationElectronic Government: 8th International Conference, EGOV 2009, Linz, Austria, August 31 - September 3, 2009
EditorsMaria A. Wimmer, Hans J. Scholl, Marijn Janssen, Roland Traunmüller
Place of PublicationHeidelberg Germany
ISBN (Print)0302-9743
Publication statusPublished - 31 Aug 2009
Event8th International Conference on Electronic Government, EGOV 2009 - Linz, Austria
Duration: 31 Aug 20093 Sep 2009
Conference number: 8

Publication series

NameLecture notes in computer science
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference8th International Conference on Electronic Government, EGOV 2009
Abbreviated titleEGOV


  • IR-94546
  • METIS-261899


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